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A Comprehensive Guide to Field Service Operations

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Dista
Dista

This eBook offers a deep dive into challenges, benefits, and features of a field service operations software. Read along to know more.

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A comprehensive guide to field service operations Summary 1. Introduction 2. What is a field service operations software? 3. Challenges in field service operations 4. Field service operations use cases across industries 5. Field service operations software features 6. The future of field service operations Introduction According to a Gartner report, by 2020 more than 75% of field service organizations with over 50 users will deploy mobile apps that go beyond simplified data collection and add smart capabilities that empower service technicians. In fact, latest data shows that 40% of field service organizations grew by utilizing field service management (FSM) software in 2020 and 2021. Field service management software helps businesses manage executives and technicians that are on the field completing service requests. It helps them streamline work or job orders, automate scheduling and dispatch, allocate jobs track service technician productivity, and more. What is a field service operations software? ● No visibility on the field technicians ● Low first-time fix rate leading to unhappy customers ● Manual job allocation ● Heavy reliance on paperwork ● Higher turnaround time for completing jobs ● Lack of a system to measure service agent productivity Challenges in field service operations Field service operations use cases across industries Manufacturing and industrial Manufacturers get access to real-time inventory updates and make informed decisions about production and scheduling. They manage and track technicians, get detailed reports to allow manufacturers to forecast revenue and predict demand. Engineering Utility engineers and technicians can access job status, customer availability, inventory management, and more with FSM software. Telecom Service technicians can use an FSM mobile app to access work orders on the go. It helps them complete their tasks, update real-time job status and improve their productivity. Marine industry With FSM, companies can get real-time supply chain visibility of their global shipments and ensure service level agreement (SLA) delivery times by using advanced GPS rerouting. Utilities The utility sector with departments like power, water, and public transport can use FSM to manage service technicians almost instantaneously in case of breakdown repairs. Healthcare Pharmacies and pathology laboratories can leverage FSM system to offer doorstep services like medicine delivery and home blood and urine sample collection. Construction Having real-time inventory available allows technicians to complete construction jobs efficiently. FSM software comes with an inventory management feature that facilitates smoother service calls, less paperwork, tracking equipment, and more. Services FSM software streamlines field technician jobs like home or office cleaning, electronic devices maintenance and repair, among others.
Field service operations software features A field service management platform boasts of a range of features that help you efficiently manage technicians and tasks based on location. Most of them offer a dedicated web view for supervisors and a mobile app for technicians. Here are some of the key features to look out for in FSM software. Work order management Work order management enables managers and supervisors to organize, schedule, and manage work orders for their field technicians. With a work order management feature, you can easily create and streamline work orders, customer requests, track daily orders, and more. It offers a real-time update on job status and monitors SLA compliances. Intelligent job allocation Manual job allocation or using legacy systems can lead to high idle time for technicians or missed opportunities. You will be on top of your service requests with FSM software as it auto allocates the right job to the right technician. It considers vital factors such as skill, availability, priority, and proximity while allocating a specific job. Scheduling and dispatch Supervisors get complete visibility on the service executive performance, which helps them in scheduling jobs. The system automates your service technicians’ scheduling and dispatch activities to help reduce costs and cater to higher service requests. Once jobs are scheduled, executives are automatically notified about the type and location of their next job. Reports and dashboards FSM gathers and analyzes high-volume data offering valuable insights to improve the efficiency of the end-to-end processes. Managers can track individual and team productivity that helps to improve the quality of work, and efficiently manage time and resources. It also offers leaderboards for executives to boost competition, thereby leading to finishing more jobs in a day. Inventory management With inventory management, technicians can ensure they have exactly what they need before starting their service call, resulting in higher first-time fix rates (FTFR) and more satisfied customers. Several systems can integrate analytics with their inventory software and create demand forecasts. Capacity planning Some FSM software also offers intelligent capacity management with auto-calculation for streamlining incoming orders in real-time. It showcases available slots for field technicians based on their capacity and skill sets. Nudges The system can be configured to send contextual push notifications/ nudges to the service technician app that helps them finish their tasks more efficiently. One of the main aims of nudges is to guide them to focus on jobs and provide information like upcoming jobs/work orders, inventory pickup reminders, and job reschedules, etc.
Field service modernization: Key takeaways Field service management can innovate to be a strategic advantage with digitalization. Key Innovation Levers With Tech as an Enabler Speed Convenience Collaboration Personalization Analytics and AI Intuitive UX Reduce waiting time and boost FTFR Easier booking, preferred time slots, and multiple payment options Streamlined communication & operational visibility Focus on customer preferences, history, & feedback Demand forecast, field movement, & predictive service alerts Modern UX, multi-device compatibility, and security Real-time scalable cloud native architecture Chatbots for scalable touchpoints Location intelligence using mapping technologies ML-based recommendations AI-powered predictive modelling Intuitive, human-centric and expressive visual hierarchy with clear functionality The future of field service operations The complexity of assets will continue to expand further, and businesses will need dynamic and fast ways to manage their field service operations. Businesses will look for simpler ways to further empower service technicians anytime and anywhere. Systems that can offer instant solutions and significant insights for technicians will take center stage. The focus will be on leveraging automation, AI/ML engines, and mobile capabilities to increase their productivity. A well-equipped field service management software will enhance your operational efficiency, offer deeper visibility in your field workforce, and boost customer satisfaction. Products from Dista Dista SALES Dista SERVICE Dista DELIVER Dista INSIGHT contact@dista.ai www.dista.ai Dista USA 16192 Coastal Highway, Lewes, Delaware 19958, USA Dista USA 103 Carnegie Center Dr Suite 300, Office Number: 303 Princeton, NJ 08540 +1 (732) 391-7816 +1 (747) 227-5342 Dista India 601, Global Port, Sr. No. 45-1, Off Mumbai Bangalore Highway, Baner, Pune, Maharashtra – 411045 +91-9820726289

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A Comprehensive Guide to Field Service Operations

  • 1. A comprehensive guide to field service operations Summary 1. Introduction 2. What is a field service operations software? 3. Challenges in field service operations 4. Field service operations use cases across industries 5. Field service operations software features 6. The future of field service operations Introduction According to a Gartner report, by 2020 more than 75% of field service organizations with over 50 users will deploy mobile apps that go beyond simplified data collection and add smart capabilities that empower service technicians. In fact, latest data shows that 40% of field service organizations grew by utilizing field service management (FSM) software in 2020 and 2021. Field service management software helps businesses manage executives and technicians that are on the field completing service requests. It helps them streamline work or job orders, automate scheduling and dispatch, allocate jobs track service technician productivity, and more. What is a field service operations software? ● No visibility on the field technicians ● Low first-time fix rate leading to unhappy customers ● Manual job allocation ● Heavy reliance on paperwork ● Higher turnaround time for completing jobs ● Lack of a system to measure service agent productivity Challenges in field service operations Field service operations use cases across industries Manufacturing and industrial Manufacturers get access to real-time inventory updates and make informed decisions about production and scheduling. They manage and track technicians, get detailed reports to allow manufacturers to forecast revenue and predict demand. Engineering Utility engineers and technicians can access job status, customer availability, inventory management, and more with FSM software. Telecom Service technicians can use an FSM mobile app to access work orders on the go. It helps them complete their tasks, update real-time job status and improve their productivity. Marine industry With FSM, companies can get real-time supply chain visibility of their global shipments and ensure service level agreement (SLA) delivery times by using advanced GPS rerouting. Utilities The utility sector with departments like power, water, and public transport can use FSM to manage service technicians almost instantaneously in case of breakdown repairs. Healthcare Pharmacies and pathology laboratories can leverage FSM system to offer doorstep services like medicine delivery and home blood and urine sample collection. Construction Having real-time inventory available allows technicians to complete construction jobs efficiently. FSM software comes with an inventory management feature that facilitates smoother service calls, less paperwork, tracking equipment, and more. Services FSM software streamlines field technician jobs like home or office cleaning, electronic devices maintenance and repair, among others.
  • 2. Field service operations software features A field service management platform boasts of a range of features that help you efficiently manage technicians and tasks based on location. Most of them offer a dedicated web view for supervisors and a mobile app for technicians. Here are some of the key features to look out for in FSM software. Work order management Work order management enables managers and supervisors to organize, schedule, and manage work orders for their field technicians. With a work order management feature, you can easily create and streamline work orders, customer requests, track daily orders, and more. It offers a real-time update on job status and monitors SLA compliances. Intelligent job allocation Manual job allocation or using legacy systems can lead to high idle time for technicians or missed opportunities. You will be on top of your service requests with FSM software as it auto allocates the right job to the right technician. It considers vital factors such as skill, availability, priority, and proximity while allocating a specific job. Scheduling and dispatch Supervisors get complete visibility on the service executive performance, which helps them in scheduling jobs. The system automates your service technicians’ scheduling and dispatch activities to help reduce costs and cater to higher service requests. Once jobs are scheduled, executives are automatically notified about the type and location of their next job. Reports and dashboards FSM gathers and analyzes high-volume data offering valuable insights to improve the efficiency of the end-to-end processes. Managers can track individual and team productivity that helps to improve the quality of work, and efficiently manage time and resources. It also offers leaderboards for executives to boost competition, thereby leading to finishing more jobs in a day. Inventory management With inventory management, technicians can ensure they have exactly what they need before starting their service call, resulting in higher first-time fix rates (FTFR) and more satisfied customers. Several systems can integrate analytics with their inventory software and create demand forecasts. Capacity planning Some FSM software also offers intelligent capacity management with auto-calculation for streamlining incoming orders in real-time. It showcases available slots for field technicians based on their capacity and skill sets. Nudges The system can be configured to send contextual push notifications/ nudges to the service technician app that helps them finish their tasks more efficiently. One of the main aims of nudges is to guide them to focus on jobs and provide information like upcoming jobs/work orders, inventory pickup reminders, and job reschedules, etc.
  • 3. Field service modernization: Key takeaways Field service management can innovate to be a strategic advantage with digitalization. Key Innovation Levers With Tech as an Enabler Speed Convenience Collaboration Personalization Analytics and AI Intuitive UX Reduce waiting time and boost FTFR Easier booking, preferred time slots, and multiple payment options Streamlined communication & operational visibility Focus on customer preferences, history, & feedback Demand forecast, field movement, & predictive service alerts Modern UX, multi-device compatibility, and security Real-time scalable cloud native architecture Chatbots for scalable touchpoints Location intelligence using mapping technologies ML-based recommendations AI-powered predictive modelling Intuitive, human-centric and expressive visual hierarchy with clear functionality The future of field service operations The complexity of assets will continue to expand further, and businesses will need dynamic and fast ways to manage their field service operations. Businesses will look for simpler ways to further empower service technicians anytime and anywhere. Systems that can offer instant solutions and significant insights for technicians will take center stage. The focus will be on leveraging automation, AI/ML engines, and mobile capabilities to increase their productivity. A well-equipped field service management software will enhance your operational efficiency, offer deeper visibility in your field workforce, and boost customer satisfaction. Products from Dista Dista SALES Dista SERVICE Dista DELIVER Dista INSIGHT contact@dista.ai www.dista.ai Dista USA 16192 Coastal Highway, Lewes, Delaware 19958, USA Dista USA 103 Carnegie Center Dr Suite 300, Office Number: 303 Princeton, NJ 08540 +1 (732) 391-7816 +1 (747) 227-5342 Dista India 601, Global Port, Sr. No. 45-1, Off Mumbai Bangalore Highway, Baner, Pune, Maharashtra – 411045 +91-9820726289