Resource Type: White Paper
Published by: Field Service News (sponsored by Tesseract)
Title: Five fundamental elements to expect in a FSM system
Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!
Synopsis:
Field Service Management technology has become essential to service delivery excellence. Service excellence is no longer a USP but a baseline requirement.
However, whilst technologies such as IoT and Augmented Reality are grabbing the headlines their potential is greatly diminished unless you have a fundamental layer of technology in place already.
This white paper explores what to expect from a FSM system and offers best-practice tips to help you get the most from your investment..
Overview
The white paper explores the following five key elements of a Field Service Management (FSM) System explaining the importance and offering best practice advice of how to get the most from your own system...
1. Contract Manager:
Contract management is often viewed as the starting point of almost everything within field service management operations. Without a view of your service contracts you cannot have to hand the answers for critical questions such as:
- What is the SLA on any given contract?
- Is a client under warranty or do they have an enhanced level of service contract?
- Does a contract include spare parts and/or consumables?
- Is the service contract due for renewal?[/unordered_list]
You could be at risk of potentially not meeting your clients expectations and so putting the potential of renewing or upselling service to that client in danger in the future – or on the other side of the coin, you could be giving valuable service away for free.
Therefore, Contract Management is perhaps the most important of the fundamental building blocks that you should expect to find within a modern field service management solution and perhaps the first area that you should make sure your team is fully versed in utilising.
2. Scheduling:
Scheduling comes in a number of different guises and the various different names given to types of scheduling options can be a somewhat confusing but broadly scheduling will come in three flavours:
- Assisted
- Optimised
- Dynamic
It is often assumed that a dynamic solution is required for a larger mobile workforce, but whilst the size of your workforce is certainly one consideration in which type of scheduling engine would best suit your service operation - this is not the only factor.
The complexity of the service work, as well as the variety of service jobs you undertake is another significant factor. For example an organisation that has a field workforce that services multiple different asset types – perhaps from multiple OEMs, and therefore has a number of different engineer requirements for differing jobs - would likely benefit far more from an optimised scheduling engine than an organisation that just fixes one or two types of assets for which all of their engineers are qualified to undertake repairs and maintenance.
3. Mobile tools and communications::
It is fair to say that the biggest revolution in field service has come from the rapid explosion in mobile computing power. Today’s smartphones are capable of greater computing tasks than even the laptops of just a few years back. For the field service organisation this is fantastic as it puts information at the field service engineers finger tips, empowers them to spend more time on maintenance and repair and less on activities such as paper work and enables them to deliver a far more effective and impressive service experience for the customer. Also, with the advent of smart phones, and then latterly tablets, has come greater communications tools than we could have ever expected ten years ago.
Also, with the advent of smart phones, and then latterly tablets, has come greater communications tools than we could have ever expected ten years ago.
However, whilst the mobile element in FSM technology is constantly evolving, essentially the most fundamental and core aspect that you want a mobile aspect of a FSM solution to do is to mirror your back-end solution and to do so in real-time.
4. Parts & Inventory Management::
Parts and Inventory management is perhaps an area that in the past has not received the focus and attention that it requires. It has often been the mantra of field service organisations that they are aiming to the get the right engineer to the right job, at the right time.
But that all becomes moot if the right engineer doesn’t have the right parts to hand as well. Consistently at industry conferences parts management remains a hot button and a common pain point for a huge amount of organisations. So whilst it is exciting to talk about emerging technologies such as IoT and Augmented Reality - a primary focus should be on ensuring our field service operation is as efficient as possible at a fundamental level, and that means getting a grip on parts management.
And whilst of course there are supply chain and logistics aspects to the conversation which can make things complicated – especially when you are using third party contractors – one of the most crucial aspects of good parts and inventory management is utilising a system that can keep track of where your inventory, including van inventory, is at any given point.
5. Integration:
We are living in a world of data lakes, data rivers, data mountains and all other types of data topography it seems! But all these vast swathes of data are meaningless unless you are able to draw insight from it, and quite often that means being able to let the data flow seamlessly from one set of business applications to another.
Of course, our vision of the future is that everything will be plug and play and all technologies will play well together nicely, but we aren’t quite there yet.
This is why integration is absolutely key in any modern business system – including FSM. Of course, our vision of the future is that everything will be plug and play and all technologies will play well together nicely, but we aren’t quite there yet.
Integration varies from provider to provider but often it is led by the integrations they have been asked to undertake, so if your current provider or a provider you have identified as being a good fit for your business don’t advertise integration with a specific system you are using – it is worth discussing the possibilities with them - especially if it is a common platform as making their product integrate may be useful for other future clients also.
This White Paper offers further details on each of the above elements and how to get the most from them.
Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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