What is Field Service Management?

Field Service Management means supporting employees engaged in providing on-site (Field) service on a daily basis. This can involve maintenance, repairs, installations and inspections. It is vital that these tasks are carried out properly. To do that, you need staff with the right knowledge and experience – and right now, such people are in very short supply.

Planning is the holy grail of Field Service Management. Ensuring as much time as possible is effectively used to carry out work is the starting point when scheduling Field Service employee visits. Efficient use of this working time contributes to successful first service visits. Not unimportantly: you need to send Field Service employees on their way in possession of the right documents, materials and information. This also ensures they can deliver a distinctive quality of Field Service.

 

Effective working time is key

Today, we’re seeing a major global shortage of technically trained personnel. This means companies dealing with Field Service have to make sure employees are always in the best possible location! For the planner, this introduces several challenges: they need to deploy the right person for the right job, at the right moment, while keeping travel time to a minimum. In addition, external parties are increasingly being brought in, in order to get the job done. These external contractors must be managed and monitored, while the customer experience needs to be identical every time – regardless of who is performing the job.

 

Failing to prepare is preparing to fail

Thorough work preparation is crucial to ensuring technicians arrive on-site with the correct materials and tools. Factors such as job type and customer location determine required qualifications, materials and tools on a case-by-case basis. By correctly deploying Field Service Management software, patterns are recognized in historical data and work preparation is supported to the greatest extent possible. The standard job duration can be accurately estimated, required materials can be defined, and people with the right qualifications are linked to each job. In this way, you know exactly what is required for a first-time-right customer visit.

 

More than just repairs

As a result of digitization, there is less and less human contact in the course of purchasing products and services. With just a few clicks on a website, you can take out a subscription or order a product. Due to the fact that people get together less often, you’ll want to make the most of any customer contact moments. In other words, whenever a field worker arrives on location, it is crucial that they can spot and seize opportunities. This could be during installation, repair or maintenance. A conversation with the customer gives a clear view of any wishes that may exist. A field worker equipped with the right information can immediately respond to these wishes. During the same visit, the on-site employee can improve customer loyalty and boost turnover through up- and cross-selling. We call that a win-win situation!

 

Why Field Service Management Software?

Field Service Management software enables your company to deliver distinctive field service.

• More efficient deployment of hard-to-find personnel through optimal driving routes
• Higher first-time fix rate thanks to correct information and support staff
• Full customer overview improves customer loyalty and up- and cross-sell opportunities

 

Field Service Management with Salesforce

BlueHike combines expertise in Field Service Management processes with technical knowledge of Salesforce. That’s how we create a future-proof solution with Salesforce Field Service, that allows you to offer customer service that will truly set you apart.