Selecting the right field service management (FSM) solution can be a complex and challenging process for field service organizations (FSOs). This is particularly true today, as service providers must meet an increasing array of customer demands. Service organizations need access to a broad feature set to address the automation of the entire service lifecycle, while also integrating the FSM system with other components of their business platform (ERP, CRM).
With customer requirements and new technologies evolving more rapidly than ever before, FSM solutions also need to be adaptable. You can’t deploy a solution that only meets your current needs – the system has to be futureproofed so you have the flexibility to create new workflows, integrate with new applications, and adopt emerging technologies like augmented reality, the Internet of Things (IoT), and new mobility options like wearable computers.
That’s why shopping for an FSM platform requires a new approach. In addition to selecting a solution that includes the traditional modules FSOs need to automate their operations (work order management, dispatch, etc.), these systems must include future-proof capabilities like ease of integration, the ability to create nocode custom workflows, and features that can improve the customer experience.
FSM software can optimize and automate the entire service lifecycle in ways that not only improve efficiency and reduce cost for the FSO, but also provide increased visibility and higher levels of service for customers.
Customer expectations have been raised significantly by consumerfocused services like Amazon Prime and Uber. Clients not only want prompt and effective service and maintenance from their FSOs, but also expect next-level capabilities that provide convenience and business intelligence and generate hard data on the value they are receiving.