How to Improve Field Service Management (FSM)?

Field Service Management (FSM) is the form of personal customer service within a customer support strategy. FSM plays a big role in the business strategy of the company. State of Service Salesforce report reveals that 80% of decision-makers at companies with field service say it’s a key part of their overall strategy. Let’s see more stats.  

Field Service Management Statistics & Trends

The Global Field Service Management Market size & share revenue size is expected to cross around US$ 6,161.9 million by 2028 and is expanding growth at a registered CAGR of 11.7% from 2022 to 2028. Facts & Factors in their report show that COVID-19 has accelerated digitalization which has an impact on FSM. The post-pandemic era also drives the growth of FSM forming trends to follow.

Trends in FSM show the commitment to technologies. The pandemic has made adjustments to our life. So, remote monitoring continues to stay with us. Thus the more world goes in a remote mood, the more cloud-based solutions become popular. The FSM market offers a big amount of cloud solutions to use from any place, any device, and anytime. With IoT adoption, modern FSM systems are a must-have solution.

As we see field service management solutions are being increasingly implemented. They can be used in various use cases of FSM such as equipment installation, maintenance, break, asset monitoring, etc. Each of them has its challenges FSM manager faces every day.      

Field Service Management Challenges       

Firstly, it’s quite difficult to control and manage the schedules, meetings, and deadlines of agents. The questions like who, when, and where need to be tracked and managed to analyze efficiency and productivity.

Secondly, it’s a common situation when there is a low level of communication and transparency between field service specialists and the managing office managers. Misunderstandings and mess can influence both a company and a customer.

And thirdly, we spend more time and effort to make work be done at a high level when the key processes of field service management including dispatching, scheduling, and billing can be improved.   

Let’s find solutions through key questions to ask yourself:  

Our Expert shows key tips to enhance FSM. 

Tip №1: Choose the suitable FSM Software.

Field Service Management Software is a digital solution that helps the company coordinate the operations of field specialists in the framework of maintenance work. An FSM software can help companies to manage all resources that are included in the process.

The Key Questions to Ask: How easy is the software to use? Is it scalable? Is it compatible with mobiles?

Tip №2: Find experts in or outside the company to implement and configure it

The technical team is not always able to implement the software qualitatively after the selection. And then a specialist or a team of specialists comes to the rescue, who will not just listen to the wishes of the head managers but also offer their vision of how to implement a solution to achieve maximum efficiency.

The Key Questions to Ask: Can the expert/the team of experts effectively and fast implement software? Can we cooperate to achieve goals in FSM strategy improvement?

Tip №3: Train employees to use the software correctly

Employees should be trained and know how to use the program at all levels.

The Key Questions to Ask: How field service managers can be trained? Is it simple for them to adopt?

How to Optimize Field Service Teams (Video)

You can find more about FSL solutions to address business challenges in our Success stories.   

Implementing Salesforce Service Cloud and Field Service Lightning to Improve Customer Satisfaction and Support Processes

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FSM Solution by Salesforce  

G2 has chosen the best Field Service Management Software for 2022. From this category, our expert highlights the Salesforce Field Service Management solution. It helps to improve mobile service operations and deliver more personalized service from the phone to the field on one platform. Salesforce provides its solutions with updates and improvements; field service solutions also is included in the list.   

What is Salesforce Field Service Lightning?

Find more about Salesforce FSL in our related article.

A Deep Dive into Salesforce Field Service Lightning

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Salesforce upgrades its Field Service Lightning with updated features and adds new ones.  

Enhanced Predictive Analytics. Predict equipment failures and identify maintenance needs in advance by analyzing data patterns and performance indicators. A survey by Deloitte found that companies using AI-driven predictive maintenance experienced a 15% reduction in maintenance costs and a 30% decrease in downtime. 

Updates and improvements for Appointment Assistant. Сustomers can use their devices to sign, previously they were given a device where they signed and took the device back. 

The Real-Time Location Component Improvement. Mask or show the mobile worker’s exact location on the Appointment Assistant map. Add a call button so customers can call the mobile worker directly. 

Mobile Worker’s Location to see on the Map. Appointment Assistant customers can now see their mobile worker’s location move seamlessly on the Real-Time Location component’s map. 

Visual Remote Assistant update to resolve the issue remotely instead of needing to dispatch someone onsite. 

Mobile version updates and more  

Since field service employees have to perform a wide range of diverse tasks, field service management software can help them visualize the goals they need to achieve daily, as well as assist office managers in planning and monitoring projects. The Routine Automation team can help you to implement and configure the Salesforce Field Service Lightning choosing the best practice personalized to your company’s needs.