Transcription
eBOOKThe Ultimate Guide toTransforming FieldService ManagementIn this eBook we identify what helps deliver a greatField Service Management Servicewww.totalmobile.co.uk
eBOOKWelcomeIntroductionThanks for taking the time to read The UltimateIn this eBook, we’ve identified key areas whichGuide to Transforming Field Service Management.directly impact and help deliver a successful FieldWe’re confident this guide will help you on yourService Management service.journey to delivering an effective field servicemanagement solution within your business.By taking these considerations on board duringyour search for a solution you will achieve the bestAccording to Gartner, the Field Service Managementpossible results for your business. Even if you haveapplication market is continuing to grow 20% peralready implemented a Field Service Managementyear with over 20 million field technicians operatingsolution, it’s important to evaluate these areasglobally.alongside your existing software. You may discoverthat it isn’t helping you deliver the efficiencies youChoosing the most suitable field servicerequire across your field-based workforce andmanagement solution is an important businessyour business. If this is the case, now is the timedecision, whether you’re looking to increaseto implement change and begin to achieve the fullproductivity, save on costs, improve compliancebenefits of an innovative Field Service Managementaround KPIs and customer satisfaction or providesolution.a consistent service delivery. It is important toreview what type of capabilities a field serviceYou can start your Field Service Managementmanagement solution has to offer such asjourney now and there’s no better place tomanaging demand, planning work, informing andstart than reading this eBook!enabling field-based engineers to complete theirjobs and perform analysis against data generated.
What is Field Service Management?With technology now enabling organisations to deliver effective digitalinnovation strategies that transform how services are delivered, theterm Field Service Management is becoming ever more prevalent.Field Service Management software helps businessesOrganisations are turning towards Field Serviceto schedule, allocate and dispatch their mobileManagement technologies to help them save onworkforce for services out in the field. It enables thecosts, increase the capacity of their workforce, assureimproved management and control of all elementscompliance with standards and ultimately deliver athat are related to the provision of field-basedgreat service to their customers.services. It provides organisations with the ability to:According to Gartner’s Magic Quadrant for FieldHave an increased visibility and understandingService Management report, the term “Field serviceof all assets and detect any issues or potentialmanagement (FSM) is a discrete market within theactions that may be requiredbroader customer service and support softwareBetter manage work orders, associated costsmarket. Field service providers (FSPs) typicallyand increase visibility of ongoing workdispatch technicians to remote locations to provideMore efficiently assign required work to theirinstallation, repair or maintenance services forworkforceequipment or systems. They may manage, maintainControl the usage and ordering of materialsand monitor these assets under a predefined serviceEmpower staff with all information andor maintenance contract.” These principles not onlyequipment required to effectively deliver theapply to the field service industry but across a rangeserviceof different markets including many local governmentEnhance the interaction between anservices, facilities management, transport, housingorganisation and their customerand health and social care.
eBOOKThe Field Service Management MarketplaceAccording to a 2018 report, the field serviceOn the whole the Field Service Managementmanagement market is expected to grow from 2.56industry is a rapidly moving marketplace which isbillion in 2018 to 5.08 billion in 2023. Althoughconstantly innovating and enabling organisationsfocusing on the global market, the report suggests ato experience continuous transformation.growing need for improved effectiveness across fieldHowever, many organisations are so far behind theservice management in the UK. Overall the market isinnovation curve with the technology that they arebeing driven by mobile applications and wearablesusing that they risk falling behind in their respectiveused by field workers. Additionally, the number ofmarketplaces.field technicians operating globally has reached the20 million figure and is expected to grow significantlyas well. Furthermore, by 2022, Gartner state that over50% of field service providers will offer a specialiseddigital customer experience that offers a two waycommunication and workflow initiation interaction viamultiple human and non-human channels.Currently 20 millionGlobal Field TechniciansHowever, despite this only 30% of field serviceproviders will be ready to deploy AI within their fieldbased management systems. Though, AI is continuallyrecognised as a growing trend within the technologyand field service industries year on year.Field Service Market GrowthFrom 2.56 billion to 5.08 billion in 2023Only 30% of Providersare ready to deploy AIwww.totalmobile.co.uk
Trends in the marketMobileToday the rise of the mobile worker in on the increaseMobile working ensures your workforce canand will continue to grow. According to the Globalcommunicate effectively throughout the day both withMobile Workforce Forecast Update, the global mobilecolleagues and customers. With access to a rangeworkforce is expected to rise from the current 1.45of communication methods, it provides an enhancedbillion to 1.87 billion by 2022. With an increasinglycustomer service experience. Employees can stay inwide range of field service and mobile roles available,contact with customers, making them aware of anythe role of the mobile worker is more prevalent thanissues which arise, for example if they are runningbefore, as is the use of mobile apps with over 75%late for an appointment, as well as allowing them toof organisations expected to use them by 2020 forcontinuously stay in touch with office-based staff.technical projects.Access to mobile applications or remote workingenables staff to have 24/7, immediate retrieval to1.45 Billion 1.87 BillionGlobal Mobile Workforce increaseall the information they would have if they werebased in the office. By providing employees withthe right tools to do their job at the point of service,you are empowering them to efficiently record jobrelated information, reducing admin and unnecessarypaperwork as well as increasing efficienciesthroughout your organisation.OVER3BillionSmartphone Users by 2021By making the move to mobile, organisations can gaina competitive edge in achieving maximum efficienciessuch as increasing staff capacity and productivity andimproving compliance and customer satisfaction.
eBOOKDemand from theWorkforceAs stated above, over 75% of organisations expectto use mobile apps by 2020 for technical projects.75% of OrganisationsAdditionally, there is also an increasing demand forexpect to use mobile apps by 2020this type of technology to be implemented from themobile workforce in order to enable and enhance theway they carry out their day to day jobs. With today’sgeneration now more digital savvy, there is a growingAccording to Gartner, SaaS remains the largestdemand not only from staff but a growing expectancysegment of the cloud services market to significantlyfrom organisations for staff to be able to use mobilegrow with revenue expected to increase by 17.8%, andapps and technology. Today, people want and expectreach 85.1 billion USD in 2019. By 2021 this will accountaccess to online services 24/7 and have the ability tofor 45% of all software options. The rise of SaaS isaccess available information on the move. Informationmore predominant than before with consumers usingsuch on online banking apps and shopping apps.subscription-based services such as Netflix, Spotify orResearch shows that the rise in the mobile app marketmagazine subscriptions. Subscription based servicesis said to have grown due to the rise in the use ofare fuelled by the adoption of cloud computing andsmart phones. It is expected that smartphone users isSaaS solutions which are regularly used on a day topredicted to rise to over 3 billion by 2021.day basis such as Office 365, Gmail and Dropbox.With this in mind, field service management can beThis evidently reflects that the market is growingdeployed to mobile workforces and used via a mobilesubstantially, with the future of businesses graduallyapp on their device enabling field workers with accessmigrating to a cloud-based model.to information at the point of service.Moving to a SaaS based model guarantees a rangeSaaSSoftware as a Service (SaaS) is a softwaredistribution model in which a third-party providerhosts applications and makes them available tocustomers over the internet. Migrating services to thecloud ensures your organisation no longer needs topurchase bulk licences but can pay for services via aof benefits. Your organisation can ensure a smooth,efficient transition removing the pressure to run yourinfrastructure, ensuring increased capacity for yourinternal IT teams and reducing physical space takenup by servers or hardware. Additionally, staff don’thave to worry about managing physical hardware,upgrades, software updates or security risks,everything is managed via a fully managed service.monthly subscription fee for example, for software,services and support.www.totalmobile.co.uk
NewTechnologiesThe growth of technology will ultimately have aof your field-based workforce as well as reducingsignificant impact on field service management andmanual procedures for office-based staff. Additionally,how organisations operate within their business.AI is also a game changer for organisations in termsEmerging trends include the role of IoT andof predicting when there is an issue with an asset forautomation within field service, AI, data and analytics.example, before it occurs and therefore preventingBY202020BillionIoT connected devices in useissues to escalate further. This works through theimplementation of IoT enabled sensors which aredeployed and trigger an event such as detectingif the temperature isn’t working correctly in an airconditioning unit or a lift.IoT and automation within field service allowsorganisations to optimise and automate processesData is one of the most important elements withinfrom scheduling, to predicting whether an assetfield service management, with 80% of organisationshas an issue. For organisations, IoT provides groundstating it is critical to meeting their strategicbreaking improvements as IoT deployments makeobjectives. However, it is what organisations do withdelivery easier, faster and more secure for customersthis data that helps improve the way their businessby enhancing services, increasing engagement,operates and enables them to gain efficienciesassuring compliance and strengthening security.through strategic decision making. This is whereTogether IoT as part of a field service managementanalytics plays a significant role. Businesses can usesolution ensures that work is completed notanalytics generated from their field workforces toonly efficiently but it also encourages pro-activehelp improve on performance throughout all areasmonitoring which in the long term preventsof their organisation. Furthermore, by harnessingunnecessary work or escalated issues.data from historic service delivery, analysing thisand taking advantage of AI and other technology,Artificial Intelligence (AI) refers to enabling computersit’ll help organisations make predictions and informto perform tasks with high level intelligence. AIdecisions required in the delivery of future service.is becoming more prevalent within field serviceFor example, service demands versus resources, ormanagement in order to schedule and dispatchimpacts on operational costs, as well as identify newthe right mobile worker to the right job at the rightopportunities. By doing this, businesses will be able totime. It works by taking into consideration a rangeidentify insights for immediate decisions, leading to aof constraints such as location, skill set, priority ormore efficient service delivery, proficient operationsavailability, and therefore improving the productivityand happier customers.
eBOOKChallenges / Areas for improvement Vs benefitsSoftware as a Service (SaaS) is a software distribution model in which a third-party provider hosts applications andmakes them available to customers over the internet. Migrating services to the cloud ensures your organisationno longer needs to purchase bulk licences but can pay for services via a monthly subscription fee for example, forsoftware, services and support.Innovation in technology and transformationOrganisations are under continuous pressure to keep up with changing trends in technology in order to offer aninnovative service and stay ahead of the competition. It’s also important to stay on pace with customer technicalexpertise. However, by implementing field service management, organisations can ensure they are alwaysevolving, technology wise, and reduce the risk of missed opportunities to connect and interact with customers.However, businesses can ensure they are not left behind and are always ahead of the competition.Dealing with legacy systemsOrganisations no longer need to worry about challengesposed with legacy based systems, field servicemanagement will put them ahead of the game. Manyfield service management solutions easily integrate withback office systems, meaning businesses don’t needto completely replace their current system. Effectivefield service management solutions are designed withcompatibility in mind, allowing your organisation toincorporate the software into your digital strategy andcreate a more seamless transition.www.totalmobile.co.uk
Being able to acquire the appropriatebudget needed to investOrganisations are increasingly under pressure to deliver more with less, however byimplementing field service management technology, businesses will be able to benefitfrom cost effective efficiencies and reduce overall spend. Businesses can benefit fromcosts savings associated with reducing paper-based processes as well as optimisingjob routes, which reduces travel time for field-based staff and increases their capacityand productivity to complete more jobs. Field Service Management delivers high valueand a positive return of investment.Dealing with change managementBy equipping staff with the appropriate technology to carry out their job, the fieldworkforce is empowered to deliver a market leading service as they are equipped withall the information and equipment they need to successfully undertake the work thatis required of them in a manner that complies with their company’s standards. Staffno longer need to complete cumbersome paperwork, travel or ring back and forthto the office, these tasks are significantly reduced and by implementing field servicemanagement technology, productivity is improved. By implementing technology toimprove working processes, staff are able to effectively undertake their role, whileimproving work / life balance.However, field service management offers a range of benefits for the organisation,its field staff and the customer which provides benefit to all and helps solve thesechallenges. Organisations have an increased understanding of the current situationof work. Being provided with detailed visibility of assets and how services are beingdelivered means they can have confidence that everything is how it should be, whilealso controlling costs and maximising productivity.Customers receive an improved service that is delivered in a timelier manner. Withimproved interactions between the organisation and their staff, customers areprovided with an enhanced experience and an increase in confidence that they arereceiving a quality service.
eeBBOOOOKKC A PA C I T Y33%Increase in workforce capacityTotalmobile is a “system that gangs andoperatives want to use. It makes their liveseasier, it makes their jobs quicker, and they canget on with the work they need to do”Tim EdwardsChief Product OfficerCOST25%Reduction in operational costsCONSISTENCY50%Improvement in customersatisfactionwww.totalmobile.co.uk
Benefits ofField Service ManagementField Service Management solutions deliver a rangeof benefits that deliver a step change in performance,empowerment and control. Below we look further intohow these can benefit your organisation.PerformanceUnlock productivity gains and generate cost savingswhile delivering the highest standard of service. Witha more efficient field workforce, service delivery iscompleted more effectively, consistently and on afirst-time basis, increasing your quality of service, andyour service users’ satisfaction.EmpowermentProvide all insights required in the field to enableemployees to focus on outcomes. Staff areempowered with the ability to capture information atCost savingsthe point of service, capturing photos and signatures,Streamlining processes such as how work is assigned,as well as retrieving customer and job informationresolved and reported on helps reduce overallall from their mobile device. By reducing admin andcosts. Field service staff are able to access theirtravel time, they are empowered to deliver a moreappointments on the go, no longer having to returnstreamlined service.back and forth to the office each day and so reducingControlcosts associated with travel and completing paperbased processes.Harness real time accurate data, assuring complianceand respond to changing environments. OrganisationsWith a manageable and efficient workload, mobilecan begin to spot trends gathered from field serviceworkers are able to complete more consistent anddata, enabling them to react quickly and preventcompliant work, resulting in businesses being ableproblems, before they even develop as well asto reduce their reliance on temporary agency staff asadhering to compliance regulations.their own staff are able to meet demand.By driving improvements in performance,empowerment and control, organisations can start toBy meeting KPI and SLA requirements, organisationsexperience significant benefits.avoid the risk of any associated fines.
eBOOKIncreased capacityCommunity friendlyWith access to work orders, schedules andBy reducing paper-based processes and having accessinformation in real time, field engineers are able toto information via an easy to use, real time solution,complete more jobs in a day, ultimately increasingorganisations can ensure they are effectively reducingtheir capacity.manual paper processes and unnecessary travel,therefore improving the working processes and theField staff can access job details and historical notesimpact they have on the environment.without delay, resulting in the job being completed thefirst time, reducing the need for repeat or second visitsand creating additional capacity in their day.Improve customer experienceWith access to information at the point of service,field-based staff are more informed and able to workefficiently, completing jobs first time, they can providea consistent level of service. Mobile workers are ableto keep the customer informed at all stages of thevisit through communications such as ‘worker on theway,’ status updates. With a more efficient workforce,service delivery is completed more effectively,increasing the quality of service and service users’satisfaction.Assure complianceField workers can capture information directly fromtheir mobile device such as signatures and images,not only providing evidence of work completed butproviding the service user with a visual history of thework. All information is securely stored and syncedto back-office systems ensuring that records are upto-date and compliant at all stages. Further to this allinformation can be evidenced on a later date to proveservice delivery and compliance.increaseThe quality of your service& serviceusers’ satisfasctionwww.totalmobile.co.uk
View from theExpert“Gareth TolertonChief Product OfficerDespite all the information you have read in this eBook, sometimes the best guidance you can get is to speak tosomeone with experience in implementing change on multiple occasions across various field service managementprojects.In our view from the expert, we speak to Totalmobile’s Chief Product Officer, Gareth Tolerton on his views on theField Service Management market and upcoming trends within the industry. With over 20 years’ experience, Garethhas worked on countless mobile and field service management projects, as well as been involved in countlessforums and projects to help uncover what exactly makes a great Field Service Management solution.What would you consider as themost important aspects of deliveringan effective FSM service?By setting, managing and adhering to KPIs, you are“I think the most important aspect is the customer,delivered in the interest of the customer. However, inbasing the user experience entirely around them andorder for this, you need to deploy digital channels.ensuring organisations are always focusing on theAnother important aspect is the actual field serviceinterest of the customer. Whether that’s continuallyworkers who are delivering the service. In order forcommunicating with them, perhaps updating them onthem to carry out their day to day role, they needthe status of a boiler repair or keeping them informedto be fully equipped with the tools to do so. Byof a patient appointment change. It’s important toempowering them with the correct device and user-keep them informed and make them feel they are partfriendly software, you are providing them with accessof the end to end process. The customer essentiallyto information to do their job right. Ultimately, thishas to trust the service you are delivering, thereforeempowers field service staff to provide service usersin order to gain and retain that trust, they need towith the highest quality of service.then orientating your service to drive benefit to thecustomer. While automating the service in an efficientmanner, the focus of service delivery should behave complete transparency over the service they arereceiving.Finally, the role of IoT and automation is becomingmore important as it is transforming how field serviceThrough Field Service Management, we’re trying tomanagement is delivered. It analyses information,automate processes, to prevent faults happening inenabling automated job allocation and drivesthe first place, so it’s crucial to have a more adaptiveefficiencies for organisations. However, despitescheduling and appointment booking service in place.this, deploying sensors within other organisations’By doing so it will help organisations meet the needsassets can cause issues around ownership of andof their customers.responsibility for assets, which can be built intocontracts and difficult to overcome quickly.”
eeBBOOOOKKwww.totalmobile.co.uk
View from theExpertGareth TolertonChief Product OfficerWhat do you think are the upcoming future trends in FSM?“In terms of future trends in field service management, I think there will be more of a focus on AI. AI is somethingthat has been about for a while and is continually talked about, however, we’re now progressing refinementsin technology. The delivery of field service isn’t yet fully harnessing the available technology, so I think AI goingforward will deliver better use in using algorithms to optimise the service and to predict things, as well as deal withthe distribution and allocation of resources. At Totalmobile, we’re working to use the data of our products and the AIcapabilities of Azure to give our customers more advanced solutions.Again, referring back to IoT, this is another future trend that will continue to automate processes and combinedwith field service management, it will allow issues to be detected earlier and the appropriate action to be taken.Ultimately again increasing efficiencies for organisations in terms of saving significant costs and resources forboth the organisation and the customer.The one significant trend which will continue to grow is the use of data and how it will continue to transformbusinesses decisions. We talk about data being the new oil with the data and analytics industry expected to growsignificantly within the next five years.”
“We talk about data being the new oil with thedata and analytics industry expected to growsignificantly within the next five years”eeBBOOOOKKGareth TolertonChief Product Officerwww.totalmobile.co.uk
Introduction toField Service ManagementfromTotalmobile is a market leader in field service and mobile workforcemanagement technology, helping organisations deliver more service of thehighest quality and at a reduced cost.Our SaaS software transforms field service management by optimising andenabling front-line workforces. It streamlines key processes and harnessesinnovative technologies to deliver a step change in:Field service performanceIncreased capacity and productivity, reduced costs, higher service levels.Mobile worker empowermentDigital insights and tools, lower admin burden, improved job satisfaction.Management controlEnhanced visibility, more flexibility, compliance assurance and accurate reporting.With a comprehensive product suite that includes mobile working,dynamic job scheduling, IoT enabled job creation, job management andbusiness analytics, we provide field service management organisations with allthey require to drive improvements in process and deliver transformational benefits.We provide a suite of core products that provides organisations with a leading Field ServiceManagement solution, leading to an increase in workforce capacity, cost efficiencies, compliancewith standards and the overall customer experience.
eBOOKIoT Enabled Predictive Job CreationSenseSense from Totalmobile provides IoT technologies,including connected sensors and rules engines thatallow the creation of work to be automated andassigned without the need for human intervention.Cloud Based Job ManagementConnectConnect from Totalmobile is a cloud based andintuitive job management solution that providesvisibility and control of complex tasks, enablingthe streamlined delivery of work.Dynamic Workforce Scheduling SolutionOptimiseOptimise from Totalmobile offers a dynamic schedulingsolution that ensures the efficient allocation of resource,enabling organisations to achieve complex scheduling goalswhile taking time, location, availability and service levelsinto consideration.www.totalmobile.co.uk
Mobile Workforce Management SolutionMobiliseMobilise from Totalmobile is a mobile workingsolution that empowers your mobile workforcewith the ability to capture intelligent dataand access the information needed to deliverservices effectively, first time.Data Analytics and Business IntelligenceInsightInsight from Totalmobile is a data and analyticssolution that provides organisations with accessto rich data and deep insights into your mobileworkforce and its delivery of work.
eBOOKWho weWork withWhat we deliver:GovernmentTransport & Logistics 1,000,000 millions saved through reducing operational costs 52% reduction in SLA breaches 33% increase in time staff spend delivering service 33% increase in staff productivity 600 reduction in fuel costs per mobile worker per year 15% scheduling efficiency savingHealth & Social CareFacilities Management 31% more face to face time with patients 23% reduction in the cost of service delivery 100% of patient visits outcome successfully 100% compliance with all KPIs 61% clinical record input time 35% increase in delivering required servicesUtilities and InfrastructureHousing and Property 29% increase in time delivering service 28% increase in repairs and maintenance productivity 100% compliance with health and safety standards 21% increase in turnover 24% more jobs completed per day 35% more jobs being completed every day
Ultimately Field Service ManagemenConclusionUltimately Field Service Management means organisations need to takea holistic approach to improving the planning, delivery and analysisof how they are delivering field service to their customers. As wellas capabilities which Field Service Management has to offer, whenreviewing a supplier, organisations must also consider the suppliersproduct breadth and innovation, integration and most importantly theirdedication to customer success.To transform how field services are delivered,organisations must look to drive enhancements in allareas that are related to the delivery of field basedservices. These core areas include:Understand your assetsManage upcoming workEffectively schedule workEmpower the workforceData at the coreerSo, where are you now on your Field ServiceManagement journey? Now is the time to instrumentchange in order to achieve the full benefits of aninnovative Field Service Management solution.Need a little help getting started? At Totalmobile,we’d be happy to help. Contact us today for furtherinformation.
London OfficeBelper OfficeBrettenham HouseIronstone HouseLancaster PlKedleston CloseLondon WC2E 7ENBelperinfo@totalmobile.co.ukDerbyshire DE56 1TZNI 18486 44 (0) 1773 596Belfast OfficeBury St Edmunds OfficePilot Point22 Park Farm21 Clarendon RoadFornham St,BelfastGenevieveBT1 3BGBury St Edmunds IP28 6TS 44 28 9033 0111 44 (0) 1284 330 164www.totalmobile.co.uk
According to Gartner's Magic Quadrant for Field . Service Management report, the term "Field service management (FSM) is a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for
