Field Service Management (often shortened to FSM) is the process of seamlessly combining and managing multiple operating processes in a business.
With effective field service management, business owners can maximize the efficiency and productivity of field service operations.
Successful FSM might involve streamlining or automating business operations using software programs. Generally, FSM software includes modules that enable managers to manage staff scheduling, inventory, invoicing, and project updates.
FSM is only effective when done properly. Here are four field service management best practices that you can implement to maximize your business success.
1. Track the Right Metrics
The metrics or key performance indicators (KPIs) that you track make a difference in the effectiveness of your FSM. If you don’t know which metrics you’re supposed to track, you’ll struggle to know what needs optimizing or updating in your current business operations.
Two common field service-related KPIs include first-time fix rate (FTFR) and mean time to repair (MTTR). The former involves measuring how often your field technicians resolve problems during their initial site visits. A high FTFR means higher client satisfaction and loyalty.
MTTR refers to how long it takes your technicians to resolve issues. This KPI enables you to identify how efficient your current processes are and identify potential weak areas in your services.
2. Ensure Real-Time Communication
Instant communication has never been easier with the invention of online communication software and social media platforms. As a business owner, you can take advantage of these platforms to improve your field service management practices.
Instead of waiting hours for updates from your field technicians, you can enjoy real-time updates and communication using an online communication tool. Your technicians will be able to insert project updates or raise urgent concerns through the platform, keeping you well-informed of what’s going on in your business.
3. Create a Line of Direct Communication Between Technicians and Clients
Allowing your field technicians and customers to communicate directly can streamline the FSM process. There’s no need to have several middlemen between your technicians and your customers when you can easily create a single line of communication between them.
You can use an online communication platform or software to enable instant messaging between your workers and your clients. Doing so means queries and concerns can be resolved quickly and easily, keeping your staff and customers satisfied.
4. Enable Your Clients to Track Your Technicians
Often, customer dissatisfaction results from being left in the dark regarding their projects. By providing a tracking service to all of your clients, they will stay well-informed of your technicians’ locations. A lot of modern-day software programs have built-in GPS tracking capabilities that enable users to see where other users are at any point in time.
Your clients will know when to expect your technicians to arrive at their facility, so they can plan their schedules accordingly. They’re also less likely to call you asking for an ETA when they can track your workers in real time.
