There are a lot of parts that go into a job well done in HVAC and plumbing. It takes getting the right tools and information to technicians for a call to run smoothly. But in reality, field service isn’t that simple.
Outside of busy and slow seasons, it’s often unpredictable. Emergency calls pop up and appointments get rescheduled last minute. This can throw off the schedule, increase miscommunication, and hurt productivity.
That’s where field service management (FSM) comes in. Businesses can use field service management to improve operational efficiency and customer satisfaction. In this field service management guide, we’ll cover everything you need to know.
What is Field Service Management (FSM)?
Field Service Management (FSM) refers to the tasks and processes it takes to run a field business. That includes scheduling and dispatching to managing inventory, customer interactions, and payment options.
Traditionally, many businesses manage this in spreadsheets or individual systems. Yet, it can be a cumbersome and time-consuming process. Especially the time it takes for reporting or gathering data for decision-making.
Manual processes do work, but they hinders your ability to make strategic decisions. If you’re spending time compiling baseline data, you’re missing out on deeper insights. You’re unable to uncover trends that could improve your operations further.
Today’s field service businesses need a way to simplify operations . That’s where Field Service Management systems come in.
Why is Efficient Field Service Management Needed?
Today’s field service is fast-paced. It requires adaptability to be successful, meaning you need to be agile and quick to respond. But it can be hard to achieve that if you’re operating with manual processes.
Here’s the hard truth: manual processes are killing your techs’ productivity. It’s hurting your profitability–and it’s tanking efficiency.
Let’s break down the biggest issues field service is facing today:
- Manual Operations: Research from IFS found that 52% of field service businesses operate manually.
- Administrative Burdens: Research from World Business Outlook found techs spend almost 25% of their time on admin tasks. This includes “searching for customer data, waiting for job approvals, or clarifying unclear work orders.”
- Inefficient Travel: Finally Gartner data shows a 15% increase in travel time due to poor scheduling and inefficient routing.
The impacts of inefficient field service operations stretch far beyond the numbers. Inefficiency means fewer jobs completed and delays in service. That can frustrate reps, meaning customer experience suffers and revenue can slow down.
The good news is this: this may be the reality for more than half of field service businesses, but it doesn’t have to be. That’s where field service management solutions come in.
The Benefits of Field Service Management Solutions
A Field Service Management (FSM) solution automates workflows to make your daily operations simpler. It consolidates your service lifecycle, from initial customer contact to final payment.
This cohesive approach helps transform how you run your business on a daily basis by:
- Simpler Day-to-Day Operations: FSM solutions automate routine tasks (e.g., dispatching/routing, maintenance plan management, invoicing and quoting, etc.). In field service, it’s critical to be agile, especially for emergency and unexpected calls. FSM solutions allow you to reroute technicians and better manage inventory.
- Better Business Insights: Automating with FSM gives you better visibility across all of your operations. Centralized data gives you insights into trends and opportunities for smarter business decision-making.
- Easier Financial Reporting: Manual administration is a drain on time and resources. Using an FSM solution makes it easier to pull the data you need when you need it. It also minimizes the risk of errors, ensuring more accurate records and reporting.
- On-the-Job Efficiency: Time is money in the field. Technicians are most effective when they can focus on serving customers. FSM automates tasks for faster invoicing, payment processing, and future maintenance appointment scheduling. That way techs can focus on customer service, rather than logistics.
Industries That Would Benefit From Field Service Management
There are a lot of industries that can use field service management. It’s useful to maintain customer accounts, service pricing, and maintenance plans. Also, FSM helps manage appointments and makes communication and payment easier.
- Field Service Management for HVAC: reduces time for administrative tasks and boosts ROI
- Field Service Management for Plumbing: improves workflows to boost sales and improve cash flow
Field Service Management for Other Industries: optimizes workflows for easier day-to-day operations
What are Some Examples of Field Service Management Technologies?
Field Service Management optimizes your entire workflow. The goal? To help you manage your business with ease. It combines several technologies to create an all-in-one solution for simplified field operations.
- Manufacturer Catalogues: Easy access to your preferred manufacturers for parts and equipment.
- Pricebook Management: Build pricebooks and manage pricing to simplify job invoicing for technicians.
- GSP Vehicle Tracking: Know where technicians are and dispatch them for incoming calls.
- Powerful Analytics & Reporting: Dive deeper into business performance and uncover revenue opportunities.
What is the Right Field Service Management Software? Partnering with Payzer
In today’s markets, efficiency and customer satisfaction are paramount. Investing in a Field Service Management solution is no longer a “nice to have”–it’s a strategic necessity.
You need to be able to streamline field operations and access data insights. FSM empowers your business to deliver top-tier service, maximize productivity, and grow. That means finding the right FSM partner is critical.
WEX Field Service Management offers a robust Field Service Management solution. It’s designed to empower you to increase efficiency and deliver quality customer service. With everything in one place, you can access the data you need to make smarter business decisions.
Learn more about WEX FSM—schedule a personalized demo today!
Field Service Management Frequently Asked Questions
Field Service Management software is a digital solution that simplifies your business operations. It brings all your workflows into one place for optimized day-to-day operations. FSM software utilizes data and analytics to take that one step further. It helps improve your cash flow, boost sales, and enhance the way you run your business.
Field Service Management (FSM) refers to all the tasks and processes it takes to run a field business. This includes:
- Payments & Financing: how you handle invoicing and pricing, as well as customer financing and payments
- Field Operations: how technicians manage appointments, emergency calls, and communicate with customers
- Fuel & Fleet: how you manage vehicles, including GPS navigation and tracking and fuel cards
- Back-Office: how you dispatch technicians, manage leads, schedule employees, and manage purchase orders
- Customer Experience: how you price jobs, your financing options, and on-site payment options
