Complete guide to field service management

 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

• Kapture’s FSM

• Different industry sectors where FSM is used

• Reasons why your business needs field service management 

Did you know? The global field service management (FSM) market size is expected to grow from USD 3.0 billion in 2020 to USD 5.1 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 11.0% during the forecast period.

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.

Boost Your On-Field Service Teams' Productivity With An Effective CRM

 Tracking and boosting the company’s on-field service teams are very important and every organization wants to achieve it. But how do you do it? Customer service metrics is an important tool to estimate the productivity of the field service workforce. But how do you get the accurate metrics? How do you address the basic pain points in managing the field force? Well, these difficult tasks can be accomplished using an effective CRM or Mobile CRM. Let us dig deep into how to boost service team productivity and engagement using a Mobile CRM and the benefits of a Mobile CRM for Field Service.

Let’s First Find out What a CRM and Mobile CRM is.

CRM

• A CRM is a software application used by organizations to supervise and analyse their interactions with their customers. 

• It maintains customers' relationships and solves their queries using data analysis.

Mobile CRM

• A Mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users.

• It has features like route planning and offline working capabilities to collect and analyse statistical data of customers online. 

• It allows the on-field support team to keep track of their tasks.

Do You Wish to Know Some Surprising Statistics of a Mobile CRM?

Well here are some of them:

• In terms of work performance, mobile CRM increases employees’ productivity by 15%. (Source)

• 50% of teams improved their productivity by using mobile CRM. (Source)

• The global mobile CRM market will grow 11% to $15 billion worldwide this year. (Source)

• 65% of sales reps using a mobile CRM achieved their sales targets. However, among those that had worked with traditional CRM programs, only 22% met their targets. (Source: Innoppl Technologies)

How Do You Boost your on-field service teams' productivity with an effective Mobile CRM?

1) Assign Work to the On-Field Support Agent

• Mobile CRM is used to assign service requests to your on-field support team whenever a ticket is raised by a customer.

The Mobile CRM consists of the following features

1. Allotted service tasks

2. Check-in to the service location

3. Resolve the issue

4. Update the status of the issue to be resolved

5. Enter issue details

6. Schedule additional meetings

2) Never Miss an Opportunity to Reach Out to Your Customer

• A Mobile CRM makes it effortless to develop a service plan for on-field support agents. It displays all the required details such as the request of the customer, customer’s particulars, location of the service asked by the customer and some additional details are available on the mobile interface.

• Mobile CRM gives you the real-time experiences of the issues raised and assigned to the agent.

3) To Supervise On-Field Support Agents

• The usual process of following up with the on-field support team going for resolving customer issues is the calls and the messages. But with Mobile CRM you will be able to track the status of the agent whether on location or not. 

Location mapping features are:

1. Geo-Tracking 

• This feature helps track the geographic position of the agent and is displayed to the managers who are tracking his route.

 

2. Route Planning

• It enables the agent to find out the distance between his workplace and the service location. This makes it easy for agents to reach customer’s shared locations in time.

4) Enhance Communication From the Work Field

• On-site agents can share images and notes related to the product that they deal with at the incident site via mobile CRM. 

• The Mobile CRM has the service report feature- that makes reports of the work done by the agent in resolving issues and can be sent to the manager.  

5) Understand Customer’s Issue Better 

• With Mobile CRM you can share customer product history, issues raised, past conversations and important notes with field service agents to help them better understand an issue. 

6) Work While Traveling

• Now your agents need not stick to the desktops while dealing with an issue.  Use Mobile CRM to boost field service productivity by working on-the-go as soon as they receive tickets or issues to be resolved. Agents can work even when they are not in the office.

7) Keep Yourself Updated with Agents’ Work 

• Mobile CRM provides agents’ daily service schedule and keeps track of the pending work. This way you will know which issue has to be resolved next.

8) Get Notified and Apprise Customers 

• Receive all the service related information in the Mobile CRM through SMS or emails in real-time. Once the issue is resolved the app automatically notifies it to the customers by sending email or SMS and collecting feedback for the services offered.

9) Increase Efficiency

• Increase productivity for your field service by using Mobile CRM to easily check-in and check-out at the customer’s location and update tickets by standing at one place. 

10) Product Catalogue

• With Mobile CRM your company and its services, features and description will be on your palm. This empowers your agents with marketing materials necessary to close more deals thus enables them to sell their products.

11) Keep Your Agent’s Sales Reports Updated

• Mobile CRM allows you to access daily reports of on-field agents once they check out of the customer’s location. This surely helps you to know their whole day's effort.

12) Gain New Leads

• Once agents are done with services they can look for nearby leads and contact them. This will add to his daily work and efficiency.

Closing Remarks

Well, if you are looking for stronger customer service, well-fortified synchronization with your on-field agents, enhanced productivity and better sales then the Kapture Mobile CRM is a must. The team becomes well connected and effective in its operations and gives better results. This in turn gets revenue to your firm. I would conclude by saying that Mobile CRM is under rapid evolution and going to grow even bigger in the future. So, go ahead, arrange one and enhance your business.