1. Field Service Management
Field Service Management

2. FSM Definition
 Field service management (FSM) is an attempt to optimize
processes and information needed by companies who send
technicians or staff "into the field" (or out of the office).
 Optimization is difficult, since it involves intelligent scheduling
and dispatching of multiple technicians to different locations
daily, while minimizing cost and maintaining good customer
service.
 FSM most commonly refers to companies who need to manage
installs, service or repairs of systems or equipment.
 Field service management (FSM) is an attempt to optimize
processes and information needed by companies who send
technicians or staff "into the field" (or out of the office).
 Optimization is difficult, since it involves intelligent scheduling
and dispatching of multiple technicians to different locations
daily, while minimizing cost and maintaining good customer
service.
 FSM most commonly refers to companies who need to manage
installs, service or repairs of systems or equipment.

3. Challenges
Field service management faces many challenges that ultimately
dictate the creation and implementation of processes.
 Service commoditization
 Customer demand & high expectations
 Rising cost of fuel, vehicle maintenance, and carrying inventory
 Pressure to bolster service-related revenue
 Missing analytic & service data
 No Real-time Communication
Field service management faces many challenges that ultimately
dictate the creation and implementation of processes.
 Service commoditization
 Customer demand & high expectations
 Rising cost of fuel, vehicle maintenance, and carrying inventory
 Pressure to bolster service-related revenue
 Missing analytic & service data
 No Real-time Communication

4. Four Critical Areas of a FSM Solution
 A customer management capability
that includes account, selling,
technical support and customer
portal
 End-to-end parts management
 Dispatching and workforce
optimization
 Integrated mobile enterprise
applications
 A customer management capability
that includes account, selling,
technical support and customer
portal
 End-to-end parts management
 Dispatching and workforce
optimization
 Integrated mobile enterprise
applications

5. Mobility and Field Service Management
 Companies have started using Mobility Device to improve
communication with the field, increase productivity, streamline
work processes, and enhance customer service and loyalty.
 Mobility simplifies many field service processes, like data
collection, with features such as: barcode scanners and GPS.
 Companies have started using Mobility Device to improve
communication with the field, increase productivity, streamline
work processes, and enhance customer service and loyalty.
 Mobility simplifies many field service processes, like data
collection, with features such as: barcode scanners and GPS.

6. Mobility and Field Service Management
 Field service software combines many functions into one unified
solution. Providers of field service management solutions
frequently offer customers software applications for
scheduling, dispatch, inventory and data management. Mobile
software may also utilize databases containing details on
customer premise equipment, access requirements, and parts
inventory
 Field service software combines many functions into one unified
solution. Providers of field service management solutions
frequently offer customers software applications for
scheduling, dispatch, inventory and data management. Mobile
software may also utilize databases containing details on
customer premise equipment, access requirements, and parts
inventory

7. Benefits of Mobility
 Technicians are more prepared to quickly and effectively
complete and prevent breakdowns
 Real-time analysis of mobile work status
 Increase first-time-fix rate
 Reduce overhead or administration costs that are associated with
paper-based field service management and data entry
 Preserve e-audit trail for full regulatory compliance and fine
avoidance
 Retain customers, Increase productivity
 Reduce the costs of SLA compliance and carrying inventory
 Minimize lost revenue and shorten billing cycles
 Technicians are more prepared to quickly and effectively
complete and prevent breakdowns
 Real-time analysis of mobile work status
 Increase first-time-fix rate
 Reduce overhead or administration costs that are associated with
paper-based field service management and data entry
 Preserve e-audit trail for full regulatory compliance and fine
avoidance
 Retain customers, Increase productivity
 Reduce the costs of SLA compliance and carrying inventory
 Minimize lost revenue and shorten billing cycles

8. FSM Architecture

9. Hardware Component
Mobile Computing Printer Label
Barcode Label