As per the recent survey, there are now an estimated 20 million field technicians operating worldwide. (Source)
In this competitive world, you will come across various field services that help companies to deliver the services by making use of people, equipment, transactions, and services. But the question still arises: what are field services? Why do we need such services?
In this article, we have highlighted all the essential points regarding field services in brief. We will also take a look at how field service management software (FSM) plays a vital role in enhancing business and employee productivity on a large scale. So, let’s get started.
Table of Contents
What Does Field Service Mean?
Field service refers to any service conducted at a customer’s site to manage and optimize supplier equipment in a real-time scenario.
Field service is a type of service that is performed in the field. The primary objective of the field service is to dispatch the field workers or contractors to a customer location to perform the task. The task involves installation, repairing, and even maintaining equipment.
For example, in field service businesses like plumbing, HVAC, home cleaning, gardening, electric services, roof cleaning, snow removal, landscaping, and many others, field services play a vital role in installing, managing, and even repairing hardware/equipment installed in the field.
Different Types of Activities Included in Field Service
As we have defined above the meaning of field services, now we will focus on essential activities that field employees generally perform.
#1 Equipment Installation
Installation is the first and most important activity that usually occurs in field services. With the help of this activity, a field service technician visits the customer location and performs the installation of the equipment.
Once the technician installs equipment, the demonstration is provided to the customers to show them how to operate that equipment.
It becomes the sole responsibility of the service technician to ensure that the equipment is correctly installed and fully operational from the start.
#2 Maintaining the Equipment
Fixing equipment in the case of breakdown is the foremost authority of field service companies.
One of the best recommendations is to conduct pre-planned activities to perform equipment management before it breaks. The primary reason behind such a case is that it leads to excessive downtime.
An appropriate process to inspect the equipment and perform the replacement of the failed parts or that are not working are the best example. Field services maintenance activities can be divided into three categories:
Field service technicians visit the customer site to repair the equipment once they receive a case.
Dispatchers capture and analyze the data collected from the equipment. It is also known by the name “Monitoring”.
The service techs identify the faults and disruptions of the equipment. They make notes of every metric.
#3 Providing Perfect Guidance
Here, the field technicians, by considering the safety and other measures, provide the best advice to the customer about the usage of equipment.
In short, we can say that field service technicians help customers to generate more revenues based on the purchased product by the customers.
#4 Enhancing Customer Service
The primary aim of any field service technicians is to provide improvised customer service to their aspirants by delivering the services related to equipment maintenance, scheduling service orders, general repair, and even testing strategies.
Having better communication skills with coworkers and customers, managers, external/internal clients, general contractors is a plus point for field techs. It basically leads to enhancing customer relationships for a long term future.
What are the Key Challenges in Field Services?
There are some core business challenges that many field service business faces across the field service industry to provide data, research, and tools to overcome such challenges, as mentioned below:
#1 Developing Approachable Support and Maintenance Offers
Nowadays, customers are completely dependent on their active suppliers to achieve specific business outcomes on a large scale. In simple words, it replaces the traditional hardware system and equipment business models to enhance the customer-supplier relationship.
However, manufactures are sustaining their products with a warranty and added services free of cost to their customers. The effective services attached to the service or product like support and maintenance offers are made available, but with a low-rate at an initial level.
The manufacturer’s primary aim is to move their customers from “free to fee” service and create new clients to generate more revenue.
#2 Transforming Digital Transformation and Navigating Changing Business Models
An effective method for solving traditional problems using digital technology is known as digital transformation.
Digital transformation directly affects the original equipment manufacturers (OEM) once the business model changes come into action. The information collected from your services by field service technicians will be more precious than your work in such a process.
So, it becomes the sole responsibility of organizations to transform how the company workforce operates and meet customer’s changing demands.
#3 Customer Process Optimization using Internet of Things (IoT)
Internet of Things, one of the leading supporters of digital transformation, allows enterprise manufactures to deal with new opportunities to enhance the customer experience and better outcomes on a large scale.
With embedded sensors in connected products, the data are collected regarding the product. Based on such data, the organizations can easily track the equipment performance in the customer’s working scenario.
#4 Service Delivery Optimization
Every field service organization’s main goal is to minimize the service delivery costs to enhance employee productivity.
Reducing the cost of on-site labour, spare parts, track job work, logistics, and essential metrics need to be taken care of for better results. In fact, you need to leverage the right people in your team for the job and deal with several complexities to streamline your field operations.
In addition to it, you need to work very smartly with your resources to gain better customer satisfaction, efficiency, retention, and bigger profits.
Benefits of Field Service Management
Field service management (FSM) refers to a company’s efforts that help your company keep track of all your field service operations: orders, vehicle tracking, monitoring technician’s activities, service technicians on call, inventory, work scheduling and dispatching, billing, and other administrative tasks.
In 2019, the field service management software market worth around $2.8 billion, and it is expected to reach $5.9 billion by 2024.
The primary goal of FSM systems is to provide customers with prompt, job satisfactory service while managing costs in real-time scenarios.
If your equipment is repaired, serviced well, and even works as per the customer expectations, we can say that it is an impressive field service management system.
If the field service has improved uptime and works as per planning, then it becomes quite easy for businesses to achieve better FSM solutions and customer satisfaction. Just the organization’s need is proper execution and proper monitoring of the field service management and scheduling tools.
Why Does Your Business Need Field Service Management Tools?
Field service management (FSM) software typically contains essential features that help your organization deal with the various tasks and activities related to FSM solutions.
Field service management software plays a vital role in your enterprise as it:
- Provides you to deal with scheduling dispatch order for your field service technicians to complete the task
- Provides an inspiring field service software solution to opt for various orders dispatching concept to cover up the daily task regularly
- Helps the service providers, employees, and business managers to deal with field service automation to achieve great field service business outcomes
- Allows you to deal with easy-to-use work order management, mobile workforce management, and inventory management by using mobile devices to enhance the customer service experience on a large scale
The field service software typically helps essential industries like healthcare and even home care to deliver the best possible field service management solution.
I hope you got a clear vision of the concept regarding field services.
Field services are a key enabler for both the field service company and field workers or technicians. It provides convenience to them to maintain work orders, data entry, tracking job status, time tracking, and, most importantly, get rid of paper-based solutions.
Field service management (FSM) software maintains robust customer relationship management within your organization to deal with features like scheduling, dispatching, invoicing, and even resource management with ease.
FieldCamp is one of the best field service scheduling software designed explicitly for small, mid-size, and even large-scale companies to provide a perfect field service solution. The solution automates and streamlines your business operations.