What is Field Service Management?

In ServiceNow, Field Service Management (FSM) helps organizations manage and record details, necessary skills, and required parts in work orders and work order tasks, so that these tasks can be assigned to employees based on skill, location, and inventory. With FSM, employees (agents) perform the assigned tasks and track their travel and work time, part requirements, and asset usage in the same platform for all to see. 

While many organizations have traditionally used manual processes to handle their FSM needs, technology offers the chance to increase efficiency in all aspects of a business.

This modern, cloud-based solution can automate team operations, logistics and management. Overhead costs are reduced while automation allows businesses to achieve transparency into their own workforce and inventory needs. 

Fleet management also benefits from FSM as well. Using agent maps, field service agents and managers can view optimized routes for tasks and manage staffing schedules accordingly. A dispatch map shows live locations, so that dispatchers can optimize employee service routes, assign and re-assign work to employees based on proximity.

Typical results of a properly integrated Field Service Management System include a 360-degree view of real-time customer life cycles.

With increased first time-fix rates, customer satisfaction levels rise accordingly. In house, employee productivity soars as tasks are assigned in a more efficient manner, taking into consideration location and time to breach data. 

Modern Field Service Management helps decrease costs, improves scheduling, increases customer satisfaction, and manages resources more accurately. Click To Tweet

Achieving regulatory compliance is easy with a good partner, along with an up to date audit trail, and remote devices with connected and remote access allow users to view pertinent job information from anywhere.

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