Out and about
"Field Service is a relatively new profession. By most accounts, field service, as we know it today, did not exist before World War II." [Arthur Hill - Field Service Management]
Field Service Management involves a combination of some or all of the following:
- CRM applications
- Work order management
- Dispatch
- Wireless technology
- Historical customer service data
Field service software combines many of these functions into one unified solution and can integrate with other software such as accounting programs.
Field service management creates a mobile system that connects the field worker with the backend. In turn, this improves field worker productivity, enhances customer service, automates paper processes, assists with regulatory compliance, reduces human error and increases inventory turnover etc.
Proper scheduling maximizes work time, minimizes travel time, matches technicians skills to the work, prioritizes work by service level agreement (SLA), considers part availability, and attempts to avoid technician overtime - all while maintaining an acceptable level of customer service.
