Have you ever thought about what are field services and which different types of activities include these services? Generally, different types of services like repairing, maintenance, construction, and on-field jobs are included in the field services. However, there are many field service companies and organizations that are facing challenges when it comes to field service management for their customers.
Moreover, companies are also finding it difficult to manage field services in the right manner so that they can empower their employees to deliver excellent services. In this blog, we are going to discuss almost all the important things about field services like what is field service management, its types, challenges, and solutions for the same. To read the specific section of this blog like what is field service management or challenges, you can click on that particular section from this given table of contents.
Table of Contents
What are the Field Services?
Field services are those services that are performed in the field whether it is in the company’s job site or customer’s site where your products are installed. Mainly, this type of service involves dispatching workers and contractors to particular locations in order to install, repair, service, or maintain the product or any equipment.
Field services are delivered by the practitioners or field workers & technicians who have skilled in that particular service. These technicians provide services to commercial, residential, or industrial clients as per their needs. In fact, there are different ways to improve field service productivity and get many benefits for your business.
Let’s take an example of the field services, including AC repairing, plumbing, electricians, pest control, construction, transportation, healthcare, and home remodeling. All these services are provided by field technicians whether it is about installing, repairing, servicing, or maintaining, they will handle the customer’s needs. Moving ahead from the question of what is field service management, let’s talk about the different types of field services.
Different Types of Field Services
As you have just checked what is field service with examples, it’s time to check different types of field services that companies provide. Here are some of the main categories of the field service that can be delivered:
1. Servicing or Maintenance
When it comes to servicing any industrial product and the home appliance as a maintenance purpose, field technician needs to visit the field or customer’s site in order to perform the service. Earlier, we used to call field technicians or experts to fix products or equipment only at the time when it breakdown.
However, it is time-consuming and expensive to repair the product when it breaks down; therefore, it is necessary to pre-planned the activities to maintain your product or equipment before it breaks. In the service, the technician will inspect and clean the products, replace some parts if required, and ensure that it will run smoothly.
If any customer buys any product or equipment like AC, refrigerator, washing machine, dishwasher, or any other industrial product, they will need to install it without any damage and might need a demo to use it.
Most of the customers will look for experts to install the product within the environment in the right manner because only experts and professionals can ensure that it is correctly installed and completely operational from the beginning, setting a baseline and the standard for all future operations.
Another type of field service is when the technician or worker provides any repairing service to the home customer or industrial company at the time of product breaks down or damage. A field technician or worker will dispatch from the office to the customer’s location to repair it. In case, if the machine is not working as required, then it may need calibration. However, both calibration and repair come under corrective maintenance.
4. On-site Construction Job
Another type of field service is working on a construction site, where workers or experts need to work on managing construction sites like tracking daily development, clock-in and clock-out time of the junior workers, inventory management, supply of products, or material, and a lot more. Handling all these tasks and managing everything include under field services.
5. Adoption Services
Apart from the in-person repair and maintenance services, field service technicians and workers will provide advice and suggestions online through chat or call on mobile devices how customers can improve or enhance the benefits of equipment based on their desired outcomes.
Today, a field service technician is becoming a customer’s trusted advisor, getting a prescriptive and consultative role in helping customers to get the most out of their purchase whether it’s through optimizing operation or adding products or services to their contract.
Challenges + Solutions in the Field Services
1. Difficulty in Managing Daily Task
One of the major challenges of field services is difficulty in managing the daily tasks and worksheets of the employees. It is not easily possible to communicate with every single technician and assign tasks verbally. It might create a misunderstanding of the task of particular work.
Moreover, you also might have to communicate about the customer’s needs, details, and any specific requirements if any, and the worker or technician has to do paperwork or note down the information manually using paper and pen. It is one of the biggest challenges in the field services as it can create the problem in delivering the desired services to the customers with their mobile devices.
Solution: Adopting the best field service management software is a great solution to this problem as it will automate managing all the tasks along with the requirements of the customers. The field service management solutions will help the admin of the business in managing different tasks as per their deadline and priority.
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2. Managing Daily Schedules
Another major challenge that field service providers face while delivering the services to customers in managing the daily schedules of the technicians. The admin of the company finds it hard to manage all the technicians and workers with their daily schedules as he needs to call the technicians one-by-one and assign the particular task to him, conveying the details.
Being in the field service business, it is not easily possible to track field service management by day, week, and date-wise. Further, the admin of the company is not capable of scheduling tasks in advance as he needs to do it manually, creating excel sheets, Google sheets or spreadsheets, or updating technicians through email addresses. In short, this challenge of the field service management fsm business needs attention to resolve.
Solution: It’s high time to opt for field service management software fsm systems for your field service firm if you want to streamline the entire process of field service automation, scheduling tasks, and daily work of the employees with work orders. The field service job management software comes with advanced features and functionalities to help you in managing schedule and field service operations in advance, managing mobile work workforce and work order and back office tasks.
3. Not Able to Track Workers and Technicians
Another challenge that field service providers are facing is that they are not able to track their workers and technicians. The companies find it hard to track the technicians with their daily tasks, workflows, appointments, documentation of reporting, work assignments.
In fact, it is not possible to track their live location to check whether they are on the go, reach the customer’s location to provide the service or have completed it. To know the status and track the field service workers, the admin of the organization has to call them that might irritate the technician. In addition to this, the admin will not be able to track the availability of technicians whether they are free or have some jobs to perform.
Solution: Rather than looking for different mobile apps that help to track the job status and service history along with data points or data entry, the field service company needs to opt for field service software or we can say it fsm software that helps in time tracking all the service professionals and service workers with their task updates and current location. Whether the service organizations are looking for mobile workforce management software or business software for job completion status, they can manage all the field employees and track them in real-time, improving employee productivity.
4. Not Able to Track Progress of Jobs Statues
Another challenge that field service businesses like window cleaners, plumbing service providers, healthcare, telecommunications, contractors, and other businesses face is that they are not able to track the progress of job status whether it is completed, ongoing, and pending. To track all the jobs along with their status, the admin has to call each worker and ask him the status, wasting a lot of time and effort.
Thus, it becomes quite difficult for businesses to track the status of all the received jobs and updating customers for the same. The admin will have the confusion when it comes to receiving new service requests and assigning to workers as per their availability.
Solution: It is a must for the field service industry to adopt field services industry software that will help companies to track all the jobs along with their progress report. With just a few clicks on the screen, the admin can manage all the jobs, total hours taken to complete the particular job, payments status, contract management, mobile work status, marketing automation, scheduling service orders, employee performance, and a lot more using field service management technology solution.
So, these are some of the challenges or pain points of field services that any field service enterprise or company faces while managing their customers’ requests, employees with their availability, payments customer relationship management, and dispatching.
However, we have provided solutions in terms of field service management software, helping companies to face these challenges with ease. Now, let’s have a quick look at some of the examples of software solutions for management fsm solutions.
4 Examples of Field Service Management Software
1. Housecall Pro
Housecall Pro is the most popular and widely used field service management software for home service businesses and companies, helping them to manage and streamline daily operations. With this easy-to-use software solution, the managers and dispatchers of the business can save time in scheduling jobs, asset management, and customer history, and entire company data.
This management and accounting software has a simple calendar layout, allowing businesses to view and navigate through different jobs scheduled and assigned. This service scheduling software gives a completely clear view of the scheduled calendar, allowing you to easily manage your team from the office, home, or on-the-go and meet your customer expectations. Check out some top features of Housecall Pro solution:
- Route optimization through GPS tracking
- Scheduling dispatch and quick customer interactions
- Customer support with contact databases
- Employee recommendations as per their availability
- Resource management field
Widely popular as the most affordable field service management software on the web, FieldEZ is an award-winning solution that helps in managing field operations in real-time. Trusted by 45000 users worldwide, this solution is the best option for instant job scheduling, dispatch, tracking field crews, customer billing cycles, feedback, and logistics activities.
Works on any tablet, laptop, smartphone, or a device, this software solution ranked no. 1 in Capterra's most affordable field service solution category. Being the most flexible and highly customizable solution, this small business field service work solution has been widely adopted by various service delivery companies, including repair & maintenance, installation, data storage collection, and surveys. Here’re some top features of FieldEZ solution:
- Driving directions accuracy to reach the customer location
- Time and attendance tracking
- Auto-scheduling & assignment decisions
- Improve overall management and customer satisfaction experiences
- Easy-to-use and integrate with other platforms to improve communications
ServiceMax is a cloud field service management software that allows companies and organizations to drive efficiencies in the processes and deliver maximum uptime to their customers. This top field service software offers a complete integrated suite of applications to manage individuals and team members through their job execution, clock-in and clock-out time, debrief, customer sign-off, and track work orders.
This fsm solution is designed and developed in a way that keeps service logistics effective, keeping all the operations streamlined and automated. Whether you are looking for scheduling, dispatching, work order management, or a real-time communication channel, ServiceMax is the best service management field software that handles everything in one place. Here are some advanced features of field force management solution:
- Work order management
- Complete business analysis and report
- Social collaboration and inventory management
- Scheduling and dispatching
- Real-time updates, reminders, and push notifications
FieldPoint is an advanced field service management software solution that comes with optimized dispatch and routing to give better field service experience to its customers. If you want to improve productivity, sale, revenues, reviews, and overall customer satisfaction, then Fieldpoint is a great software solution that has top mapping capabilities, real-time location services, and complete route planning software.
Helps in supporting complex service and lengthy schedules, this solution automates, manages, and streamlines everything related to field services based on the individual requirement. Here are some top features of FieldPoint that you can check:
- Manage work orders
- Scheduling & dispatching
- Inspection and task checklists
- Customer service and daily reporting
- Resource routing and manage contracts
So, these were some of the best examples of field service solutions that are helping thousands of businesses worldwide to manage and automate their daily operations. Apart from these, Servicetitan, Jobber, and When I Work are also some of the top solutions that are known for their features and technology advancements that have secured top positions in the Technologyadvice listing.
In case, if you have any query related to field service management software, don’t worry as here we have tried to answer general queries that you might have.
01. What is field service management software?
Answer: Field service management software is mainly designed and developed for home service companies and field service organizations that provide any type of field service. The software will automate and streamline the entire business operations, helping companies to save time and effort on scheduling and management.
02. Why do field service companies need field service software?
Answer: The service-based companies and enterprises need to adopt a software solution in order to automate the entire business operations from scheduling to team management, job requests and workflows, payments and invoicing, and a lot more. If the companies want to save time on these daily operations and want to grow their business worldwide, then it is a must to use field service software.
03. What are some of the important features of a field service management solution?
Answer: Here are some of the most important features that one should look into the software choosing one for the business:
- Scheduling and Dispatching
- Job Request Management
- Live Tracking through GPS
- Billing and Invoicing
- Advanced Reporting
- Complete Analysis
- Quotes and Estimates
- One-to-one Chat Option and Customer Service
- Push Notifications and Reminders
In this blog post, you have gone through the field service introduction, its types, challenges solutions, and examples of best field management software. It’s time to adopt one of the best software solutions for your business that automates all the operations from scheduling to tracking and managing team and job requests.
Before adopting any software, make sure you analyze your business, problems you face, and the needs of your employees and accordingly choose a field software that meets your requirements. In any case, if you still have any confusion, queries, or issues like how field service software helps your business to expand and which is the best field service management fsm software to go with, you can get in touch with us through our contact us page. We will comprehend your query and suggest the best software to adopt.