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The Role of Technology in the Field Service Management Industry

Advancement in technology has created a lasting impact on the business world with many companies shifting their attention from the paper-based workflows to using software in the field service management. The overall market expectations lie at $3.52 billion by 2019, although some small-scale businesses still rely on paperwork. Field service management, therefore, is the administration of company’s resources that are in transit or at the customer’s location. The FSM process begins from the point of inspection, to dispatching, delivery to the field, and support processes that the field technicians need in the field.

The new FSM uses both hardware and cloud-based software to access information as it happens. The software enables interaction of service workers in the field with their supervisors in the office. Some of the services that heavily rely on FSM include cloud service providers, mobile applications, system integrators, government institutions, cloud service providers, consulting firms, and field service workers. Field services management also helps with the following:

• Time and location tracking of the drivers and technicians.
• On-time job status updates.
• Access to customers portal.
• Route optimization and easy GPS navigation.
• Schedule and management of orders.
• Integrated invoicing and inventory management.

Importance of FSM

The significant improvements in technology and integration of mobile field service management have improved the efficiency and performance of workers. Management of individual tasks and input was difficult in the past especially in large enterprises since workers had to wait until the end of the day to give feedback. However, the modern FSM allows supervisors to schedule duties and still follow up with the workforce in the field. Some of the advantages of FSM include:

• Improved customer service -two-way communication and tracking allow proper communication between the supervisors and the field technicians. It also helps in accurate arrival time plus an increased productivity among the workers.

• Lower Costs- the route optimization and scheduling contribute to low costs on the fuel used on the road. Additionally, the field service agents know where to go next after the completion of every task, rather than going back to the office for duty allocation.

• Increased efficiency- field technicians send real-time reports as they unfold to their supervisors who analyze the data in real time. Additionally, managers can check the progress of workers throughout the day.

• Accurate accounting and data entry- the traditional paper system was full of many errors and dishonesty. However, the current FSM data allows tracking and recording of data collected as proof of service.

• Increased productivity- efficiency on duties, customer satisfaction, and secure communication between field technicians and supervisors would automatically lead to high yields. The Miracle Service website is a useful source of information and resources.

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