A Short Introduction to Field Service Management (And Why It Matters)

Not all businesses have the benefit of doing everything from the comfort of their headquarters. In fact, many of the UK’s largest companies have staff spread across the country. On top of other office locations, there are also field teams to think about. Any company that offers on-site or at-home visits, whether they be engineering, sales, or anything else, will at some point require Field Service Management, or FSM. In today’s post, we’ll explain exactly what FSM is and how you can use it to transform your field team into a well-oiled machine.

Live ticket management

One of the keys to successful FSM is the management of specific tasks, sometimes referred to as tickets. For many companies, tickets form the beating heart of their FSM approach. But for smaller companies that don’t yet have an FSM system in place, managing these tickets can be a manual process. For example: a customer calls to report a damaged appliance, the office staff calls the field worker, and the field worker heads to the customer’s location. Simple, right? Well, it may be at first – but what happens when a hundred or more of these calls are coming in? That’s where FSM is vital. It means you’ll be able to manage multiple field workers and multiple customers, and keep everyone happy. Just like magic.

Strategic oversight of field teams

Another vital aspect to quality FSM is the ability for head office to easily manage a large team of reps or field workers. That means they need to be able to assign tickets to specific staff members, prioritise the tasks in the right way, and get an overview of the day as a whole. With this sort of power to hand, Field Service Management can be transformed from a complete headache into something seamless and simple. In addition, a solid FSM system will need to give head office the power to reach any field worker at any time, as well as tracking customer communication. This will ensure that quality of service is kept to a high standard, even when the company’s reputation is being carried solely by the field teams.

The answer to reliable Field Service Management

So how can you keep control of all of the areas we’ve mentioned whilst also running a business? Seems like an impossibility – but it’s not with the AutoVu platform. The unique Field Service Management module has been built from the ground up to cater to the exact scenarios we’ve discussed above. It’s integrated effortlessly into the overall CRM system, and allows you to keep up-to-the-minute track of service calls, live field teams, and the progress of any active tickets. If you’ve been struggling to keep your field team in check (through no fault of their own), it could be a sign that you’re in dire need of FSM – and that’s exactly what you get with AutoVu.

Check out the software in more depth today and find out how AutoVu can make Field Service Management yet another string to your business bow.