There are a lot of pieces that go into a job well done in field service. It takes getting the right tools, communication, and information to the right techs for a job to run smoothly. But in reality, field service isn’t that simple.
Outside of busy and slow seasons, it’s often unpredictable. Emergency calls pop up and appointments get rescheduled or are cancelled last minute–all things that can throw off the schedule, cause miscommunication with tech, and impact the day’s productivity.
The Reality of Field Service Management: Time is Money
Today’s field service is fast-paced. It requires adaptability to be successful, meaning you need to be agile and quick to respond. But it can be hard to achieve that if you’re operating with manual processes.
Here’s the cold hard truth: Manual field service management processes are killing your techs’ productivity and hurting your profitability–and it’s tanking your efficiency.
Let’s break down the biggest issues field service is facing today:
- Manual Operations: Research from IFS found that 52% of field service businesses still manage operations manually.
- Administrative Burdens: Research from World Business Outlook found that techs spend nearly a quarter (~25%) of their time on administrative tasks, such as “searching for customer data, waiting for job approvals, or clarifying unclear work orders.”
- Inefficient Travel: Finally Gartner data shows that poor scheduling and inefficient routing increases travel time up to 15% per technician each day
The impacts of inefficient field service operations stretch far beyond the numbers. Inefficiency means fewer jobs completed and delays in service, meaning reps are frustrated, customer experience suffers, and revenue can slow down.
The good news is this: this may be the reality for more than half of field service businesses, but it doesn’t have to be. That’s where field service management solutions come in.
What is Field Service Management (FSM)?
Field Service Management (FSM) refers to all of the tasks and processes it takes to run a field business. It encompasses everything from scheduling and dispatching technicians to managing inventory, customer interactions, and payment for services.
Traditionally, much of this has been done manually in spreadsheets or individual systems. However, it can be a cumbersome and time-consuming process when it comes time for reporting or gathering data for decision-making.
This process does work, but it hinders your ability to make strategic decisions. If you’re spending all of your time compiling the basic data you need, you’re missing out on deeper insights and trends that could improve your operations even further.
Today’s field service businesses need a way to simplify operations into one system and use their business data more effectively. That’s where Field Service Management systems come in.
The Benefits of Field Service Management Solutions
A Field Service Management (FSM) solution is a specialized software that automates critical field operations tasks to make your daily operations simpler. By integrating various operations components, an FSM solution provides a unified platform for your entire service lifecycle, from initial customer contact to final payment.
This cohesive approach helps transform how you run your business on a daily basis by:
- Simpler Day-to-Day Operations: FSM solutions automate routine tasks (e.g., dispatching/routing, maintenance plan management, invoicing and quoting, etc.). In field service, it’s critical to be agile, especially for emergency and unexpected calls. FSM solutions allow you to easily reroute technicians and allocate resources more efficiently.
- Better Business Insights: Automating with FSM gives you better visibility across all of your operations. Centralized data gives you insights into trends and opportunities for smarter business decision-making.
- Easier Financial Reporting: Manual administration is a drain on time and resources. Using a FSM solution–especially one that integrates with accounting systems–makes it easier to pull the data you need when you need it. It also minimizes the risk of errors, ensuring more accurate records and reporting.
- On-the-Job Efficiency: Time is money in the field, and technicians are most effective when they can focus on what they do best–serving customers. FSM solutions help automate administrative tasks, making it quicker for technicians to generate invoices, process payments, and schedule future maintenance appointments. That way they can focus on customer service, rather than logistics.
Finding the Right Field Service Software: Partnering with Payzer
In today’s markets, efficiency and customer satisfaction are paramount. Investing in a robust Field Service Management solution is no longer a “nice to have”–it’s a strategic necessity.
You need to be able to streamline field operations, automate workflows, and access data insights quickly and easily to compete effectively. Field Service software empowers your business to deliver top-tier service, maximize technician productivity, and achieve sustainable growth. That means finding the right FSM partner is critical.
Payzer, a WEX company, offers a robust Field Service Management solution designed to arm you with the tools you need to operate efficiently and deliver quality customer service. From customized price books to in-depth reporting and more, you can access the data you need to make smarter business decisions.
To learn more about how Payzer’s FSM solution can transform your business operations, schedule a personalized demo today!
