Business use case
What is field service management?
Field service management (FSM) is the coordination of technicians, appointments, and resources for on-site service or repair work performed outside a company's own facilities.
How does field service management work?
It combines appointment scheduling, technician dispatch based on skills and location, and real-time tracking of intervention status, often via a mobile app.
Why does field service management matter?
It reduces technician travel time, improves first-time fix rates, and gives a real-time view of field activity to the office.
Real-world example
An HVAC company uses field service management to dispatch the technician closest to an emergency call who also has the right certification for the equipment.
What are the pros and cons of field service management?
It improves technician efficiency and customer response time. Its limit: it depends on technicians reliably logging their status and progress from the field, usually via mobile.
Key takeaways
- Coordinates technicians, appointments, and resources for on-site work.
- Combines scheduling, dispatch, and real-time tracking.
- Relies on mobile input from technicians in the field.
Visual Planning schedules and dispatches your field technicians based on skills and location.
Frequently asked questions
What's the difference between field service management and dispatch?
Dispatch is one part of field service management, specifically assigning the right technician to the right job in real time.
Does field service management require a mobile app?
Not strictly, but a mobile app is standard practice, letting technicians update job status directly from the field.
Which industries use field service management?
HVAC, utilities, telecom, medical equipment maintenance, and any business sending technicians to customer sites.
How does field service management relate to geolocation?
Geolocation is often used within field service management to dispatch the closest available technician to a job.
Related terms
CMMS
Geolocation
Multi-Resource Scheduling
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