Field Service Management refers to the organization, coordination, and optimization of field service operations within a company. The objective of FSM is to efficiently plan and execute service activities such as maintenance, installations, or repairs. It involves the centralized management of field technicians, resources, spare parts, and schedules. FSM software helps digitize and automate these processes to reduce response times, cut operational costs, and improve customer satisfaction.
Job Scheduling and Dispatching: Automated or manual assignment of jobs to technicians based on availability, qualifications, and proximity.
Mobile App for Technicians: Access to job details, checklists, digital forms, and navigation on mobile devices.
Work Order and Ticket Management: Capture, assign, and monitor service requests with real-time status updates.
Resource and Spare Parts Management: Administration of tools and materials, including inventory tracking for spare parts.
Digital Documentation: Collection of service reports, customer signatures, photos, and notes on-site.
Maintenance Scheduling: Planning and reminders for recurring services, with escalation features for overdue appointments.
Time Tracking: On-site recording of working hours per job or task.
Integration with ERP/CRM systems: Data synchronization for invoicing, customer history, and stock levels.
Customer Self-Service Portals: Enable customers to report issues, book appointments, and track service status.
A telecom company uses FSM software to schedule and assign installation and repair jobs to technicians, who receive them directly on their mobile devices.
An industrial equipment manufacturer automates periodic maintenance schedules and notifies both clients and technicians in advance.
An energy provider manages emergency power outage responses and prioritizes jobs by severity and location.
A medical device company documents service visits in compliance with regulations, including digital signatures and reports.
A field technician orders spare parts, completes jobs, and sets follow-up appointments directly through a mobile FSM app on-site.
