AI has the potential to revolutionize field service management (FSM) by automating tasks, improving decision making, and providing real-time insights. More enterprises leverage this potential through AI-powered solutions to stay ahead of the curve.

Field service management (FSM) is a term used to describe a business strategy that focuses on improving the delivery of services to customers. The main aim of FSM is to provide a high level of customer service by ensuring service contracts are fulfilled, service level agreements (SLAs) are met, and customer expectations are managed effectively.

AI-powered FSM to empower field services

Thanks to the rapid transition to becoming digital-first across all industries, and the field services industry keeping pace, FSM typically involves using advanced technology to automate and manage the service delivery process. It can include mobile devices, cloud-based applications, and GPS tracking. An FSM solution also helps businesses manage service appointments, dispatch technicians, and track service inventory. It is an increasingly popular solution in various industries but is most commonly used in the telecommunications, healthcare, and manufacturing industries.

FSM can manage internal and external service contracts and is often used in conjunction with customer relationship management (CRM) software to provide a complete view of the customer.

What are the features of FSM?

FSM software typically includes features such as

  • Job scheduling.
  • Dispatch of technicians and GPS tracking
  • Resource management
  • Invoicing
  • Reporting
  • Integration capabilities with other business system

Field Service Management in the Telecom industry

In the telecom industry, field service management (FSM) helps manage and coordinate the activities of field service technicians responsible for installing, repairing, and maintaining telecom equipment. FSM software is used to schedule and dispatch field service technicians, track their work progress and offer the information and tools they need to do their jobs. It is designed to help telecom companies improve customer satisfaction, reduce operational costs, and improve field technician productivity. In today's customer-centric digital era, it is all about customer experience and customer satisfaction. Adopting technologies like artificial intelligence (AI) and machine learning (ML) can enable field service firms to take their service quality to the next level. Enterprises worldwide vie with one another to offer superior CX with end-to-end solutions. Studies show that field service alone is projected to become a $10.81 billion industry by 2026, i.e., a CAGR of 16.9% between 2019 and 2026. Globally, companies are gearing up to invest in developing AI-enabled processes that lead to greater operational efficiency.

Role of AI and data analytics in Field Service Management (FSM) solutions

AI and data analytics play a huge role in today's FSM solutions. With automation and machine learning, the field service industry can save time and resources even as it helps predict potential issues. AI-enabled FSM can help:

  • Automate tasks such as scheduling, dispatching, and route planning.
  • Analyze data from past service calls to predict demand and optimize schedules.
  • Automatically dispatch field service technicians based on skills, location, and availability.
  • Improve decision-making about resource allocation, service level agreements, and pricing.
  • Provide real-time insights about field service operations by monitoring field service technicians in real-time to identify issues and optimize routes.

AI-powered eQuipMe from Aspire Systems

Aspire Systems' eQuiMe offers an FSM solution as a mobile field service suite for multiple platforms. It can be integrated with Oracle and other field service systems and includes task management, GPS tracking, and push notifications. The mobile solution boosts field service productivity with:

  • Real-time task updates : Field service technicians need to view their tasks list and schedule appointments with customers. They need accurate data from their workflows to provide a satisfactory customer experience.
  • Google Map views : Filed service managers can view their technicians' tasks and dispatch them to the customers' location.
  • Increased connectivity : eQuipMe offers seamless messaging and video conferencing for filed technicians on the go.
  • Prioritization of tasks : Field service managers can assign tasks based on priority, equipment availability, customer needs, etc.
  • De-brief for reports : Fled service managers can view reports from a single dashboard and get inputs into each task's labor, material inventory, and expense details.

Benefits of eQuipMe for improved field service management

The mobile field service management solution eQuipMe, empowers the field service technicians with visibility and access to essential and accurate data and an automated ticketing process. The FSM solution offers several benefits, including:

  • Automated ticketing system to eliminate manual errors and frees up your resources from routine and repetitive tasks
  • Route optimization to help reduce costs
  • Real-time messaging for communication among field service technicians and customers
  • Streamlined workflows through a web-based admin console to track resources
  • User-friendly interface to enable viewing task list, debrief feature, capture notes, digital signature sign-off, Google maps, and to prioritize tasks and communicate with the field service technicians.
  • Efficient and quick communication between co-workers, customers, and managers for faster decision making
  • Security and access to information from Oracle EBS and both iOS and Android mobile devices

Wrapping up

Filed service is a continuously evolving industry, and managing field service technicians efficiently is key to increased productivity and better customer experience. Integrating FSM with Oracle EBS enables efficient scheduling; the geo clustering of tasks and route optimization based on Google maps can help save commuting time. The automation from customer requests to resource scheduling adds a level to improving service responsiveness. Auto scheduling helps optimizing field service operations. These and more are fundamental to business success in present day field services industry.

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