Field service management (FSM) software helps companies manage field-based workers by optimizing their positioning, availability, and skills as labor resources. These solutions are primarily used by companies that provide on-site service and technical expertise such as equipment maintenance, cleaning, repairs, moving, and/or delivery. The degree of technical expertise applied can vary from using their knowledge of cleaning methods, providing computer hardware support, to maintaining a city’s electrical grid.
Managers and supervisors use FSM software to organize scheduling, assignment, route planning, resource allocation, and work instruction to on-site field workers. Employees bring FSM software with them to provide updates on productivity, task completion, arrival/departure times, and technical support for any uncommon situations met on the job.
Field service management software usually integrates with software solutions such as GIS software for location tracking; customer relationship management (CRM) software to find information about customers; and product lifecycle management (PLM) software or design software for technical specifications and instructions for maintenance and repairs.
To qualify for inclusion in the Field Service Management (FSM) category, a product must:
Provide features to dispatch workers based on the type of work, their availability, and the physical locations of customers
Include functionality to help managers prioritize field work and optimize the resources allocated to each job
Provide information to field workers on their tasks and how to achieve them
Deliver dashboards and analytics for managers to track ongoing field activities and the performance of field workers
