By Michael Israel, Zuper
As technology continues to evolve, so too do the tools available to businesses to manage their field service operations. Automation is one of the most powerful tools in the field service manager's arsenal, allowing them to streamline processes, reduce costs, and increase efficiency. An essential component of true field service process automation is the creation of workflows—unique to the organization—that allow repeatable tasks to be performed at the touch of a button while simultaneously minimizing human error.
Field service management at a high level means overseeing the service, repairs and maintenance, and installation of equipment. Similar to other complicated business functions like procurement, field service management requires meticulous planning and coordination, as well as efficient communication and a dedication to excellent customer service.
The aim of field service management is to ensure that all service operations are completed in a timely manner, with minimal disruption and cost to the customer. Still, in practice, the many stakeholders involved make the work complex. For innovation to continue, field service organizations must learn to effectively automate cumbersome back-office tasks, so that there is ample time and budget for the organization to scale.