Every day in a field service organization is busy – whether it’s scheduling sales meetings or inspecting and repairing equipment or managing the employee experience. That’s why it’s critical to have a field service management system to track, organize, and streamline the many moving pieces. This system will ultimately become the central location that manages the entire operation.
The goal of field service management is to empower teams to deliver the best service that they can – ultimately making it a memorable customer interaction. Field service management usually entails dispatching workers or contractors to a work site, where the teams are responsible for installing, maintaining, or repairing equipment, systems, and other assets.
Field service management can be found across a wide variety of industries – essentially any industry that has service technicians or engineers in the field. For example, healthcare, construction, manufacturing, and telecommunications all utilize field service management. As such, there are many types of field service management, including:
- Field service scheduling: arranging employee schedules, service appointments, and work orders.
- Field service dispatch: sending the right field service technicians and specialists to work assignments.
- Work order management: assigning and tracking work orders to the correct team – and usually includes managing the entire process from completion to invoicing.
- Inventory management: keeping up with parts and supplies inventory, from the transfer of products to adjustments and more.
- Field service contract management: overseeing and managing customer contracts and ensuring that all Service Level Agreements (SLAs) are met.