Field services refers to any work conducted at a customer site where your products are installed. For example, in the enterprise IT, industrial equipment, and healthcare technology industries, field services involves managing the installation, maintenance, or repair of hardware or equipment installed “in the field”.
Managing your field workers requires unique processes, tools, and considerations. But the investment can be well worth it, as your field workers—and overall business—can reap some key benefits:
Increased efficiency – Modern field service management offers tools and processes that replace manual systems, boosting both operational efficiency and employee productivity.
Improved visibility – With software to help collect, track, and analyze crucial data (like job completion times, expenses, and field notes), you’re empowered to make better business decisions.
More time spent servicing customers – When field workers are relieved of administrative burdens, can easily access essential resources, communicate effectively, and receive schedules and updates (in one centralized place), they can spend more time focusing on what really matters: Customers.
The benefits of field service management are certainly within reach for companies looking to optimize for installation, maintenance, and repair of products by way of strong solutions. It’s important to note, however, that businesses looking to optimize their customer journey and scheduling process should consider mobile workforce management (MWM) software. While closely related, the two use cases do, indeed, differ, and should be closely considered before choosing a solution for your organization.
If you have products installed on a customer premise, field service organizations can play new and exciting roles in the success of your company. In this post, I’m going to share the basics of field services, including the types of services offered, the challenges impacting these organizations, and provide recommendations and resources for solving those challenges
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