How to build a Modern Field Service Management Organization?

Quixy Editorial Team

March 5, 2024

A break-fix model has traditionally been employed by field service management organizations to handle device issues that are reported by customers. Due to rising labor and operations costs, this operating model has become antiquated. In addition, it is not meeting the growing expectations of customers  

As cutting-edge technology continues to enter the field service industry, it is evolving quickly in new and exciting directions. Through these innovations, field service providers are providing better device uptime, increased visibility, and greater efficiency to their customers. Field service management software results in a 25% increase in productivity for field technicians. Field service technicians are achieving success through automation, artificial intelligence, new learning tools, and mixed reality.  

Some forward-looking companies are taking a different approach to field service management. Field technicians do more than just perform preventative maintenance. By solving customer problems, they also deliver positive experiences. As a result, field technicians are now seen as customer service agents in the newest approach to field service management.

What is A Modern Field Service Management Organization?

A modern Field Service Management (FSM) organization leverages technology and innovative practices to optimize the entire lifecycle of field service operations. Here’s a breakdown of the key characteristics:

• Technology-Driven: Modern FSM organizations rely heavily on tech platforms like Quixy to streamline processes, automate tasks, and improve communication. This can include software for scheduling, dispatching, mobile workforce management, data collection, and analytics.
• Customer-Centric: The focus shifts from simply completing tasks to delivering exceptional customer experiences. This means prioritizing timely communication, clear service expectations, and efficient problem resolution.
• Data-Driven Decision Making: Modern FSM organizations utilize data analytics to gain insights into field service performance. This data helps them optimize scheduling, improve first-time fix rates, and identify areas for improvement.
• Empowered Workforce: Tech-enabled tools empower field technicians with the information and resources they need to perform their jobs more effectively. This can include mobile apps for accessing work orders, manuals, and customer information.
• Predictive Maintenance: Modern FSM goes beyond reactive repairs. By leveraging data and analytics, organizations can predict potential equipment failures and schedule preventive maintenance, minimizing downtime and improving equipment lifespan.
• Integrated Ecosystem: Modern FSM doesn’t operate in isolation. It connects seamlessly with CRM systems, ERP systems, and other business-critical applications, ensuring data consistency and a unified customer experience.

Also Read: Benefits of Field Service Management

Benefits of a Modern FSM Organization

• Increased Efficiency and Productivity
• Improved Customer Satisfaction
• Reduced Costs
• Enhanced Technician Performance
• Proactive Maintenance and Equipment Uptime

In short, a modern Field Service Management organization leverages technology and data to create a more efficient, customer-centric, and data-driven approach to field service operations.

Tips for Building a Modern Field Service Management Organization

Following are the three major steps you should take while building a modern field service management organization.

1. Field service customer experience

Today customer has high expectations for the quality of experience they can expect from a field service company. Customer expectations are similar, including digital communication channels, self-service scheduling capabilities, visibility into reliable timelines, and quick feedback. 

A mobile field service application with an intuitive and intelligent customer portal, however, easily exceeds these expectations. As one example, fsm solutions enhance the customer experience by allowing customers to communicate directly with technicians, schedule service appointments, track technician routes in real time, and complete customer surveys within the application. Additionally, a self-service customer portal improves customer retention and profitability in field service.

2. Enhance the productivity of technicians

To build a customer-centric field service company, empower your field technicians. Often, this means undergoing a digital transformation.   Using route optimization and automating complex scheduling, technicians can rest assured that their appointments and schedules will always be reliable. 

Field technicians can also access real-time customer information, troubleshooting resources, and training materials by using an advanced field service application. As an example, With AI’s cognitive capabilities, routine diagnostics and testing for common or similar problems can even be performed before a technician arrives.

As a result, technicians are better prepared for the task, and their time-and the customer’s-is more efficiently utilized. Technicians can manage appointment schedules and access turn-by-turn driving directions to customers through the technician’s mobile service app.

Businesses and organizations providing field service that has implemented some of the applications discussed above to reduce the workload of technicians. Thus, they can focus more on customer management and less on technical operations.

Customer-centricity begins by providing frontline workers with the necessary mobile tools. Engineers who rely heavily on management, the back office, and other factors cannot effectively serve customers.

Also Read: Inspection Management Solution: Achieving Operational Excellence

3. Manage resources more efficiently

Lastly, a field service organization’s ability to effectively manage resources, such as inventory and technician time, creates a powerful competitive advantage. 

Traditionally, field service technicians are sent to customers based on their availability rather than their proximity or experience with their device. It may be difficult for a technician to complete the repair on the first visit as they may not have access to all customer information or device history, which would increase the cost for the customer and the field service company.

Take the example of a manufacturing customer experiencing a device failure. Multiple factors are taken into account when scheduling a work order in an intelligent system, such as the technician’s experience dealing with the specific failure, the customer’s preferred technician, or the site’s proximity. By utilizing machine learning, this intelligent system can automatically match a work order to the nearest, best available technician.

Also Read: Top Field Service Management (FSM) Solutions – Quixy

IoT-connected sensors would trigger an automatic service request if the device were equipped with a real-time alert. Initially, the system attempts to self-heal the issue, and if it fails, a technician analyzes the data and makes the repair remotely, often without the customer even knowing. If the device cannot be repaired remotely, sending the technician onsite would be the last option.

When more requests come in, the system will optimize the technician’s schedule to ensure the most efficient path, giving the technician more time to perform additional calls per day.

As a result of real-time inventory management, the technician can access the tools needed to complete the repair in time and access the replacement part on the scheduled date. By using the system, the organization can identify the best replacement parts, identify where to purchase them, and predict lead times more accurately. To increase first-time fix rates, field service managers and technicians can synchronize and track inventory down to the truck level with real-time visibility.

Also Read: How to choose the Best Field Service Management Software

Conclusion

The field service organizations are evolving. Rather than focusing solely on delivering quality field services, they are now focusing on other ways to gain an edge. A customer-centric approach is a current trend in field service.

Maintaining and processing everything properly isn’t enough anymore. To achieve profitability and revenue growth, providing exceptional customer service is essential for field service businesses. Would you like to deliver your organization the most satisfying customer experience possible? Quixy’s no-code FSM solution can help you achieve that. Get Started Today! Empower your organization with automation and customized app development without coding. 

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