4 Key field service management software features to look out for
A field service management software(FSM) allows you to schedule workers, collect necessary data and documents, issue invoices, manage fleets, and assets, among others. The FSM software’s mobile app works as an interface between a company’s field technicians and its CRM to perform field tasks with a higher degree of professionalism. It allows more visibility and control in the entire field service function leading to improved customer experience.
Field service software solutions can be deployed on-premises, via cloud-hosted services, or with a hybrid solution. Cloud solutions are gaining popularity owing to reduced IT infrastructure costs, quick deployment, and an agile IT environment. More than 80% of companies now use cloud hosting to deploy their service management solutions.
Here are the top features a good FSM system must-have.
1) Workforce management
The impact of your field delivery depends mainly on how well you manage to deploy your field assets. Automated task scheduling is the central hub of activity. A field service management tool allowing automatic scheduling and dispatching with real-time updates is useful. It builds more transparency and increases the speed of operating the service cycle. Integrated GPS and inventory tracking help manage inventory, employees, and fleet all at one glance and without waiting.
2) Mobile interface
Your field service management system should be supplemented with a native mobile app providing a feature-rich toolkit for field technicians. This will enable your field workforce to do routine tasks like accept jobs, order parts, capture signatures on the go without relying on people, thereby making the entire process agile. The mobile app should work both online and offline.
3) Integration with CRM
Your field operations cannot work in silos. Field service management tools should be integrated with your company’s CRM through a mobile app for the best results. It offers more knowledge of the customer journey to your field resource without calling and checking back with the team time and again for any updates or changes. Besides saving a lot of time, this also builds confidence in your field team as they know their customers and helps in better engagement.
4) Real-time reporting
A field service management tool must give access to business intelligence reports and dashboards that help measure your field service function’s performance. Closely monitoring every aspect of your business operations, from contract management to profitability, enables your team to make data-driven decisions that lead to better service delivery.
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