Most of the organizations are now looking for smarter, safer and efficient ways to tackle thier field force operations. Are you one of those who are looking for finer ways to manage your company's field service? Are you not sure where to start from? Well, here is the ultimate guide to field service management to help you.
What you'll learn through this guide?
What is Field Service Management?
Components of field operations which are after by FSM
Different industry sectors where FSM is used
Reasons why your business needs field service management
What is Field Service Management?
Field Service Management technology is a technology or any kind of system that’s used to handle or automate various components of field operations of a company through mobile systems. It usually works by delivering products and services to, or en-route to, customer and client locations. It works on job scheduling and dispatching to safety compliance and back-office administration. Many of the biggest players in the technology industry, including Kapture CRM, have already made FSM development a key part of their strategies. It has completely changed the way that managers, service workers, and customers all interact with each other.
Components of field operations which are after by FSM:
Work Order Management
Inventory management
Customer Management
Scheduling & Dispatching
Reporting and Analytics
Customer portals, and more.
Kapture’s FSM:
It is a cloud-based portal which can be accessed from mobile devices while field technicians are on the job.
Due to Kapture’s cloud based portal, data storage has become cheaper thus helping its client.
Everything from tracking driver efficiency to empowering customers can often be controlled using Kapture’s FSM solution.
Different industry sectors where FSM is used:
Healthcare
Consumer durables
E-commerce
Telecommunications
Utilities - maintenance and repair of infrastructure
Engineering - on-site inspections, maintenance and repair
Reasons why your business needs field service management
Offers flexibility to the field force
FSM enables businesses to include smart forms, logic, and work processes to the mobile application thus offering flexibility to the technician by electronically coordinating the user experience.
Dispatch your field force to the customer location
Whenever a service ticket is raised, automatically assign service requests to your field service agents.
Kapture mobile app can be used to view allocated service tasks.
Agents can check-in at the incident site and resolve tickets as they go.
Agents can update the status of the ticket, enter issue details and even schedule additional meetings on-the-go.
Never Miss a Ticket
Kapture allows the creation of a service plan for all field agents and schedules a service visit or a meeting based on their availability and location.
The FSM populates the ticket details, incident location, customer information and further details all on a single page.
Kapture gets notified about every ticket in real-time and assigns it to an agent on the field.
Data at Your Fingertips
It helps you to share customer product history, past conversations, problem particulars and additional notes with field service agents to help them better understand an issue.
Kapture allows you to host all relevant data on the service cloud where it is synced in real-time and kept secure as we are certified in Information Security Standards – ISO 27001, GDPR and HIPAA.
Communicate via Mobile App
Kapture FSM gives your on-site agents the option to share images and notes related to the product that they deal with at the incident site via the mobile app.
It gives a service report after a ticket is closed by having your field agents fill out a service form with just a few clicks on the app.
Stay Informed Always
Kapture allows you to view your agents’ daily service schedule and keep tabs on their pending tasks using Kapture.
Service task information, meeting details or daily service plan updates are received via push notifications, email or SMS in real-time.
Kapture FSM automatically notifies your customers via email and SMS, when the ticket is closed and collects feedback for the services offered.
Field Service Agents become more efficient
Do more with Kapture FSM– view service tasks assigned, check-in and check-out at the customer’s location and update ticket data all from one place.
Concluding Remarks
FSM software plays a crucial role in enabling profitable revenue growth. Kapture FSM solution can provide a long-term, return on investment (ROI) both through reducing costs and by enabling the FSO to improve customer retention and grow top-line revenues.
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