Asset-driven organizations spend tremendous amounts of time thinking of new ways to reduce costs, prevent downtime and ultimately increase their overall performance and revenue. One of the ways in becoming more successful is the implementation of a sophisticated Field Service Management system (FSM). While much research proves that FSM can help organizations, some companies are still not undertaking that next step to adopt this technology.

Does your management think adopting an FSM tool is not going to bring the organization to the next level? Here are 10 good reasons why reality is different!

1 Increased service revenue

Better insight into your customer base and customer behavior mean you can serve them better, which in the end, will translate to more revenue. By using FSM software, all information about a customer is stored centrally and can, therefore, be used by the entire organization. An excellent example of how this can drive business is when Field Service engineers have all that information available to them on their mobile device, it will allow them to advise customers on potential replacements, overhauls or upgrades while being on site. A good FSM system also enables you to start new business initiatives like offering optional remote monitoring via IoT, get complex service contract directly signed by customers and make use of extra charging opportunities with increasingly better SLA’s.

2 Data insight = better decisions

By using an FSM tool, companies will also be able to obtain a lot of data which can be used to improve overall performance. Companies can see how assets are used and inform customers about performance issues or enhancements better. At the same time, big data can also show interesting information from a KPI or Management perspective.  We live in a new era where data means power and organizations should use this data if they wish to improve their business decisions.

3 Faster order to cash cycle

FSM systems speed up the order entry processing within your system by eliminating unnecessary administrative actions. Not only will this ensure that your operations will become more efficient it will also improve the time needed to close a work order. By making use of mobile solutions, field service technicians can directly enter work order data in the system and capture a signature of the customer. This information is immediately sent to the back office where a final check can be done before the invoice is created. This faster order processing enables organizations to send invoices much quicker, meaning you also get your payment sooner!

4 Increased customer satisfaction

A goal that is pursued by most organization is increasing overall customer satisfaction. When an FSM system is in place, you can improve the overall service you give to your customers. Enhanced scheduling capabilities and better advise, based on customer specific data, improves first-time-right fix rate and minimizes the time that is needed to help a customer. A means to increase customer satisfaction is to become more customer oriented. This can be done by giving customers the option to book a timeslot online for a needed service, by making equipment information available to them. By offering to send a text message when an engineer starts traveling to the customer, the customer will know when they can expect the technician to arrive on site. Happier customers mean more revenue and more recommendations for your organization; a good FSM system plays a vital role in achieving this!

5 Improved operational efficiency

One way of creating better business results is by cutting down on internal costs, and FSM can help organizations to become leaner in multiple ways. Some well-known areas where FSM can help are automated planning, reduced administrative work, mobile solutions, IoT and improved spare parts control.

6 Being ready for the future

Service management tools will play a critical role in the future to stay on top of the game. Without having an FSM in place, new technologies like IoT, Artificial Intelligence Predictive maintenance and Augmented / Virtual / Mixed Reality are simply impossible to implement.  Companies can only embrace this new way of working with FSM and therefore it is critical to have this in place to future proof operations.

7 Capturing critical install base information

Companies that do not know which objects they need to maintain cannot serve their customer well. In a previous spotlight item, I have already explained how vital installed base registration is.  An FSM system can immensely improve this process and helps to record to the level that is needed to serve the customer best. Warranty information, product or equipment hierarchies, attachments, photographs, and the entire work order history belongs to the vital information that needs to be stored and should easily be accessible to be able to deliver profitable services.

8 The next-gen Field Service Technician

Almost everybody has a smartphone or tablet at home and people are used to benefiting from the latest technologies in their private life. Your employees are expecting to be able to use those same modern-day tools when doing their day-to-day work. Nowadays it is possible to work entirely paper-free by using mobile technologies. It`s more efficient, less error-prone and also opens up a lot of new opportunities. Many organizations already provide a mobile solution to their Field Service engineers via smartphones or tablets, which has already improved the business significantly. Today we are on the verge of a new mobile revolution: new wearables like smart glasses or other Augmented / Virtual / Mixed Reality tools will revolutionize the way Field Service engineers will work in the future. Without having a good FSM in place, companies cannot benefit from these new technologies.

9 Long term relationship with customers using Servitization

In today’s Field Service space, it becomes more and more important to serve customers better. Companies are making the shift from selling their products to selling their service. A service offering can improve your relationship with your customers and may make your company a trusted advisor. Selling a service unburdens customers. A service offering is often agreed upon via a service contract where coverage, SLA, pricing and preventative visits are captured. With an FSM solution, contracts are managed more efficiently which helps organizations make the shift from product to service more easily.

10 Being more customer oriented

In today’s competitive market it is essential to focus on customer satisfaction as customers are the primary reason for the ongoing existence of any business. Rental companies face the hard fact that the customer’s perception of their service and quality is the reality, from a customer point of view. Some believe that it is easier to keep your current customers happy than to attract new customers. FSM solutions help to put the customer in the middle of the attention, allowing organizations to achieve the ultimate goal: being customer oriented!

The momentum for enhanced field service productivity has never been more significant. In today’s professional service organizations, managing every aspect of the end-to-end cycle of field service management is critical. The best performing organizations look to deliver intelligent, world-class field service, managing all aspects of the end-to-end field service management cycle. Several HSO Innovation Apps enable organizations of any size to provide precisely that!

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