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Best Practices
June 8, 2022

What Is Field Service Management?

Best Practices
June 8, 2022

What Is Field Service Management?

Bala Panneerselvam
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Before diving into Field Service Management, let’s understand more about Field Services.

Field services refer to a range of on-site jobs performed outside the field instead of on company premises. This requires deploying professionals to the client’s location. Generally, the tasks involve sales, repair and maintenance, routine inspection and consultation.

Organizations with reps and techs in the field may have difficulty managing their people. Moreover, their accompanying schedules and physical and intangible resources are a plus. 

Field Service Management is a solution to all these challenges. It integrates processes such as assigning and scheduling work orders. This includes deploying personnel to new projects and coordinating with field workers. Also, monitoring product inventory, processing invoices and collecting data from the field.

Organizations can smoothen operations, and boost productivity by optimizing their field service management. This helps the administrative staff back in the office and field workers on the project site.

The field service industry is becoming more complex by the day. On that note, let’s discuss field service management and its benefits that will make you consider testing the technology yourself.

Why Is Field Service Important?

The field service industry is not restricted to a technician setting up cable TV or an electrician working on a downed power line. It is broadening its horizon to include a broader spectrum of desk-less employees. These include professionals like Sales representatives, healthcare workers, inspection staff and more. 

It is a fact that over 80% of the global workforce is now deskless. And that field service has expanded into healthcare, education, hospitality and other industries.

Let's refer to a recent survey on ‘The Role of Service Culture in Driving Service Revenues’ conducted by The Service Council. It supports the argument that field service remains a critical contributor to the services economy. It is also becoming important among the top services organizations.

A majority of over 500 survey respondents consider three factors of a strong service culture as key to driving up revenues, which include:

  • Improved Consumer Satisfaction.
  • Deeper Consumer Relationship.
  • More Consistent Service Performance and Delivery.

Field service management stands for an arrow that hits all three targets.

What Does FSM Software Do?

There are so many critical back-office operations across a diverse workforce to balance. So, it is better to digitize them by turning to field service agents or the standard field service software to stay ahead of the curve.

A field service app or software improves dispatching, automates scheduling, and streamlines communication. It facilitates general information sharing between field workers and the back office. This enables field workers or technicians to focus on their on-site work.

The dashboard of a field services app shows upcoming projects and assigned tasks. Some of them are:

  • Contact details of the client.
  • Service event location.
  • directions to the job site;
  • purpose of the visit;
  • the account associated with the order;
  • background on the equipment that needs servicing; and
  • priority work.

Some core features to look for in field service management software:

  • Customer portals
  • Job-status updates and notifications 
  • Work order management for generating, assigning and monitoring work-order tasks
  • Payment processing to collect payments on site.
  • Integrated billing and invoicing features.
  • Inventory management feature for monitoring equipment and resources.
  • Regulatory compliance measures;
  • Data repositories for client and supplier information.
  • GPS navigation, time tracking and driver logs.

Advantages of Field Service Management

A Field Service Management System can be an asset to an enterprise in various ways. Let's take a look at some:

Optimal Employee Experience 

Field workers can access important information and communicate well. They can receive schedules and updates on their phone screens. Handling the administrative work leads to decluttering of workload. Access to better back-office support allows them to spend more time on consumers.

Improved Productivity

Field technicians can reduce errors with better data insights and back-office support. This means better quality of work and improved technicians' first-time fix rates.

Reduced cost

Field service management tools reduce administrative costs. This is through the digitization of paperwork and automating tedious processes. A few other cost-cutting benefits of the field service management system include:

  • Improving technician's first-visit fix rates.
  • Optimizing inventory management to reduce stockouts or overstocks.
  • Eliminating the need for manual labor and reporting.
  • Real-time Analytics to Cut Unnecessary Expenses, and more.

Better Decision Making

The software helps back-office staff to collect, track, and analyze crucial data. Job completion rates, average revenue per job, and expenses drive better business decisions. 

Practical Applications of Field Service Management

Field service management is being adopted in healthcare, telecom, education and shipping. Most industries now need field service management due to the mobilized workforce. Here’s how different industries are using field service management:

Health care

Field service management software for healthcare offers advanced scheduling features. It can manage patients' appointments and the maintenance of healthcare equipment. Through field service apps, patient treatment takes place. Assessment and diagnosis happen from afar or at home without costly hospital visits. This is beneficial, especially for older patients and people with disabilities.


How do technicians working on downed phone lines or installing cables use FSM? They use it to track work orders and site locations. Consumers can use FMS iOS/Android apps to register complaints or schedule maintenance.


Gas, water, and power transmission companies also use field service management. They leverage it to direct resources to places of need. A power outage assessment and repair can be done immediately. With the use of IoT devices that provide real-time data to technicians, so they arrive on site knowing what to do.


Material shortage and bad weather can disrupt the scheduling of construction projects. Knowing current inventory and weather forecasts is vital. It allows the foreman to schedule various parts of the construction. FSM also aids in reducing paperwork, tracking equipment/ tools and efficient billing.

Heating, ventilation and air conditioning (HVAC)

Technicians use field service management apps to set regular appointments. They also conduct HVAC inspections and repairs. Such maintenance takes place with easy, real-time access to support.


If you deal with field service operations, consider field service management software. It offers your desk-less workers the tools they need. Visit Zorp to learn more about field service management. They have tailor-made solutions to meet your specific needs.

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