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The Ultimate Guide to
Transforming Field Service ManagementIn this eBook we identify what helps deliver a great
Field Service Management Service
Welcome
IntroductionIn this eBook, we’ve identified key areas which
directly impact and help deliver a successful Field
Service Management service.
By taking these considerations on board during
your search for a solution you will achieve the best
possible results for your business. Even if you have
already implemented a Field Service Management
solution, it’s important to evaluate these areas
alongside your existing software. You may discover
that it isn’t helping you deliver the efficiencies you
require across your field-based workforce and
your business. If this is the case, now is the time
to implement change and begin to achieve the full
benefits of an innovative Field Service Management
solution.
You can start your Field Service Management
journey now and there’s no better place to
start than reading this eBook!
Thanks for taking the time to read The Ultimate
Guide to Transforming Field Service Management.
We’re confident this guide will help you on your
journey to delivering an effective field service
management solution within your business.
According to Gartner, the Field Service Management
application market is continuing to grow 20% per
year with over 20 million field technicians operating
globally.
Choosing the most suitable field service
management solution is an important business
decision, whether you’re looking to increase
productivity, save on costs, improve compliance
around KPIs and customer satisfaction or provide
a consistent service delivery. It is important to
review what type of capabilities a field service
management solution has to offer such as
managing demand, planning work, informing and
enabling field-based engineers to complete their
jobs and perform analysis against data generated.
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Organisations are turning towards Field Service
Management technologies to help them save on
costs, increase the capacity of their workforce, assure
compliance with standards and ultimately deliver a
great service to their customers.
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
equipment or systems. They may manage, maintain
and monitor these assets under a predefined service
or maintenance contract.” These principles not only
apply to the field service industry but across a range
of different markets including many local government
services, facilities management, transport, housing
and health and social care.
Field Service Management software helps businesses
to schedule, allocate and dispatch their mobile
workforce for services out in the field. It enables the
improved management and control of all elements
that are related to the provision of field-based
services. It provides organisations with the ability to:
Have an increased visibility and understanding
of all assets and detect any issues or potential
actions that may be required
Better manage work orders, associated costs
and increase visibility of ongoing work
More efficiently assign required work to their
workforce
Control the usage and ordering of materials
Empower staff with all information and
equipment required to effectively deliver the
service
Enhance the interaction between an
organisation and their customer
What is Field Service Management?With technology now enabling organisations to deliver effective digital innovation strategies that transform how services are delivered, the term Field Service Management is becoming ever more prevalent.
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On the whole the Field Service Management
industry is a rapidly moving marketplace which is
constantly innovating and enabling organisations
to experience continuous transformation.
However, many organisations are so far behind the
innovation curve with the technology that they are
using that they risk falling behind in their respective
marketplaces.
According to a 2018 report, the field service
management market is expected to grow from $2.56
billion in 2018 to $5.08 billion in 2023. Although
focusing on the global market, the report suggests a
growing need for improved effectiveness across field
service management in the UK. Overall the market is
being driven by mobile applications and wearables
used by field workers. Additionally, the number of
field technicians operating globally has reached the
20 million figure and is expected to grow significantly
as well. Furthermore, by 2022, Gartner state that over
50% of field service providers will offer a specialised
digital customer experience that offers a two way
communication and workflow initiation interaction via
multiple human and non-human channels.
However, despite this only 30% of field service
providers will be ready to deploy AI within their field-
based management systems. Though, AI is continually
recognised as a growing trend within the technology
and field service industries year on year.
The Field Service Management Marketplace
Field Service Market GrowthFrom $2.56 billion to $5.08 billion in 2023
Only 30% of Providersare ready to deploy AI
Currently 20 millionGlobal Field Technicians
Mobile working ensures your workforce can
communicate effectively throughout the day both with
colleagues and customers. With access to a range
of communication methods, it provides an enhanced
customer service experience. Employees can stay in
contact with customers, making them aware of any
issues which arise, for example if they are running
late for an appointment, as well as allowing them to
continuously stay in touch with office-based staff.
Access to mobile applications or remote working
enables staff to have 24/7, immediate retrieval to
all the information they would have if they were
based in the office. By providing employees with
the right tools to do their job at the point of service,
you are empowering them to efficiently record job
related information, reducing admin and unnecessary
paperwork as well as increasing efficiencies
throughout your organisation.
By making the move to mobile, organisations can gain
a competitive edge in achieving maximum efficiencies
such as increasing staff capacity and productivity and
improving compliance and customer satisfaction.
Today the rise of the mobile worker in on the increase
and will continue to grow. According to the Global
Mobile Workforce Forecast Update, the global mobile
workforce is expected to rise from the current 1.45
billion to 1.87 billion by 2022. With an increasingly
wide range of field service and mobile roles available,
the role of the mobile worker is more prevalent than
before, as is the use of mobile apps with over 75%
of organisations expected to use them by 2020 for
technical projects.
Trends in the market
Mobile
1.45 Billion > 1.87 BillionGlobal Mobile Workforce increase
3Billion Smartphone Users by 2021
OVER
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According to Gartner, SaaS remains the largest
segment of the cloud services market to significantly
grow with revenue expected to increase by 17.8%, and
reach 85.1 billion USD in 2019. By 2021 this will account
for 45% of all software options. The rise of SaaS is
more predominant than before with consumers using
subscription-based services such as Netflix, Spotify or
magazine subscriptions. Subscription based services
are fuelled by the adoption of cloud computing and
SaaS solutions which are regularly used on a day to
day basis such as Office 365, Gmail and Dropbox.
This evidently reflects that the market is growing
substantially, with the future of businesses gradually
migrating to a cloud-based model.
Moving to a SaaS based model guarantees a range
of benefits. Your organisation can ensure a smooth,
efficient transition removing the pressure to run your
infrastructure, ensuring increased capacity for your
internal IT teams and reducing physical space taken
up by servers or hardware. Additionally, staff don’t
have to worry about managing physical hardware,
upgrades, software updates or security risks,
everything is managed via a fully managed service.
As stated above, over 75% of organisations expect
to use mobile apps by 2020 for technical projects.
Additionally, there is also an increasing demand for
this type of technology to be implemented from the
mobile workforce in order to enable and enhance the
way they carry out their day to day jobs. With today’s
generation now more digital savvy, there is a growing
demand not only from staff but a growing expectancy
from organisations for staff to be able to use mobile
apps and technology. Today, people want and expect
access to online services 24/7 and have the ability to
access available information on the move. Information
such on online banking apps and shopping apps.
Research shows that the rise in the mobile app market
is said to have grown due to the rise in the use of
smart phones. It is expected that smartphone users is
predicted to rise to over 3 billion by 2021.
With this in mind, field service management can be
deployed to mobile workforces and used via a mobile
app on their device enabling field workers with access
to information at the point of service.
SaaSSoftware as a Service (SaaS) is a software
distribution model in which a third-party provider
hosts applications and makes them available to
customers over the internet. Migrating services to the
cloud ensures your organisation no longer needs to
purchase bulk licences but can pay for services via a
monthly subscription fee for example, for software,
services and support.
Demand from the
Workforce75% of Organisationsexpect to use mobile apps by 2020
of your field-based workforce as well as reducing
manual procedures for office-based staff. Additionally,
AI is also a game changer for organisations in terms
of predicting when there is an issue with an asset for
example, before it occurs and therefore preventing
issues to escalate further. This works through the
implementation of IoT enabled sensors which are
deployed and trigger an event such as detecting
if the temperature isn’t working correctly in an air
conditioning unit or a lift.
Data is one of the most important elements within
field service management, with 80% of organisations
stating it is critical to meeting their strategic
objectives. However, it is what organisations do with
this data that helps improve the way their business
operates and enables them to gain efficiencies
through strategic decision making. This is where
analytics plays a significant role. Businesses can use
analytics generated from their field workforces to
help improve on performance throughout all areas
of their organisation. Furthermore, by harnessing
data from historic service delivery, analysing this
and taking advantage of AI and other technology,
it’ll help organisations make predictions and inform
decisions required in the delivery of future service.
For example, service demands versus resources, or
impacts on operational costs, as well as identify new
opportunities. By doing this, businesses will be able to
identify insights for immediate decisions, leading to a
more efficient service delivery, proficient operations
and happier customers.
The growth of technology will ultimately have a
significant impact on field service management and
how organisations operate within their business.
Emerging trends include the role of IoT and
automation within field service, AI, data and analytics.
IoT and automation within field service allows
organisations to optimise and automate processes
from scheduling, to predicting whether an asset
has an issue. For organisations, IoT provides ground
breaking improvements as IoT deployments make
delivery easier, faster and more secure for customers
by enhancing services, increasing engagement,
assuring compliance and strengthening security.
Together IoT as part of a field service management
solution ensures that work is completed not
only efficiently but it also encourages pro-active
monitoring which in the long term prevents
unnecessary work or escalated issues.
Artificial Intelligence (AI) refers to enabling computers
to perform tasks with high level intelligence. AI
is becoming more prevalent within field service
management in order to schedule and dispatch
the right mobile worker to the right job at the right
time. It works by taking into consideration a range
of constraints such as location, skill set, priority or
availability, and therefore improving the productivity
New
Technologies
20BillionIoT connected devices in use
BY2020
Challenges / Areas for improvement Vs benefits
Software as a Service (SaaS) is a software distribution model in which a third-party provider hosts applications and
makes them available to customers over the internet. Migrating services to the cloud ensures your organisation
no longer needs to purchase bulk licences but can pay for services via a monthly subscription fee for example, for
software, services and support.
Innovation in technology and transformation
Organisations are under continuous pressure to keep up with changing trends in technology in order to offer an
innovative service and stay ahead of the competition. It’s also important to stay on pace with customer technical
expertise. However, by implementing field service management, organisations can ensure they are always
evolving, 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.
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Dealing with legacy systems
Organisations no longer need to worry about challenges
posed with legacy based systems, field service
management will put them ahead of the game. Many
field service management solutions easily integrate with
back office systems, meaning businesses don’t need
to completely replace their current system. Effective
field service management solutions are designed with
compatibility in mind, allowing your organisation to
incorporate the software into your digital strategy and
create a more seamless transition.
Being able to acquire the appropriate budget needed to invest
Organisations are increasingly under pressure to deliver more with less, however by
implementing field service management technology, businesses will be able to benefit
from cost effective efficiencies and reduce overall spend. Businesses can benefit from
costs savings associated with reducing paper-based processes as well as optimising
job routes, which reduces travel time for field-based staff and increases their capacity
and productivity to complete more jobs. Field Service Management delivers high value
and a positive return of investment.
Dealing with change management
By equipping staff with the appropriate technology to carry out their job, the field
workforce is empowered to deliver a market leading service as they are equipped with
all the information and equipment they need to successfully undertake the work that
is required of them in a manner that complies with their company’s standards. Staff
no longer need to complete cumbersome paperwork, travel or ring back and forth
to the office, these tasks are significantly reduced and by implementing field service
management technology, productivity is improved. By implementing technology to
improve working processes, staff are able to effectively undertake their role, while
improving 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 these
challenges. Organisations have an increased understanding of the current situation
of work. Being provided with detailed visibility of assets and how services are being
delivered means they can have confidence that everything is how it should be, while
also controlling costs and maximising productivity.
Customers receive an improved service that is delivered in a timelier manner. With
improved interactions between the organisation and their staff, customers are
provided with an enhanced experience and an increase in confidence that they are
receiving a quality service.
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C A PA C I T Y
33%Increase in workforce capacity
Totalmobile is a “system that gangs and
operatives want to use. It makes their lives
easier, it makes their jobs quicker, and they can
get on with the work they need to do”
Tim Edwards Chief Product Officer
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CO N S I S T E N C Y
50%Improvement in customer satisfaction
CO S T
25%Reduction in operational costs
Cost savingsStreamlining processes such as how work is assigned,
resolved and reported on helps reduce overall
costs. Field service staff are able to access their
appointments on the go, no longer having to return
back and forth to the office each day and so reducing
costs associated with travel and completing paper-
based processes.
With a manageable and efficient workload, mobile
workers are able to complete more consistent and
compliant work, resulting in businesses being able
to reduce their reliance on temporary agency staff as
their own staff are able to meet demand.
By meeting KPI and SLA requirements, organisations
avoid the risk of any associated fines.
Field Service Management solutions deliver a range
of benefits that deliver a step change in performance,
empowerment and control. Below we look further into
how these can benefit your organisation.
PerformanceUnlock productivity gains and generate cost savings
while delivering the highest standard of service. With
a more efficient field workforce, service delivery is
completed more effectively, consistently and on a
first-time basis, increasing your quality of service, and
your service users’ satisfaction.
EmpowermentProvide all insights required in the field to enable
employees to focus on outcomes. Staff are
empowered with the ability to capture information at
the point of service, capturing photos and signatures,
as well as retrieving customer and job information
all from their mobile device. By reducing admin and
travel time, they are empowered to deliver a more
streamlined service.
ControlHarness real time accurate data, assuring compliance
and respond to changing environments. Organisations
can begin to spot trends gathered from field service
data, enabling them to react quickly and prevent
problems, before they even develop as well as
adhering to compliance regulations.
By driving improvements in performance,
empowerment and control, organisations can start to
experience significant benefits.
Benefits of
Field Service Management
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Community friendlyBy reducing paper-based processes and having access
to information via an easy to use, real time solution,
organisations can ensure they are effectively reducing
manual paper processes and unnecessary travel,
therefore improving the working processes and the
impact they have on the environment.
Increased capacityWith access to work orders, schedules and
information in real time, field engineers are able to
complete more jobs in a day, ultimately increasing
their capacity.
Field staff can access job details and historical notes
without delay, resulting in the job being completed the
first time, reducing the need for repeat or second visits
and 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 work
efficiently, completing jobs first time, they can provide
a consistent level of service. Mobile workers are able
to keep the customer informed at all stages of the
visit through communications such as ‘worker on the
way,’ 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 from
their mobile device such as signatures and images,
not only providing evidence of work completed but
providing the service user with a visual history of the
work. All information is securely stored and synced
to back-office systems ensuring that records are up-
to-date and compliant at all stages. Further to this all
information can be evidenced on a later date to prove
service delivery and compliance. increaseThe quality of your service & service
users’ satisfasction
“View from the
Expert
Despite all the information you have read in this eBook, sometimes the best guidance you can get is to speak to
someone with experience in implementing change on multiple occasions across various field service management
projects.
In our view from the expert, we speak to Totalmobile’s Chief Product Officer, Gareth Tolerton on his views on the
Field Service Management market and upcoming trends within the industry. With over 20 years’ experience, Gareth
has worked on countless mobile and field service management projects, as well as been involved in countless
forums and projects to help uncover what exactly makes a great Field Service Management solution.
By setting, managing and adhering to KPIs, you are
then orientating your service to drive benefit to the
customer. While automating the service in an efficient
manner, the focus of service delivery should be
delivered in the interest of the customer. However, in
order for this, you need to deploy digital channels.
Another important aspect is the actual field service
workers who are delivering the service. In order for
them to carry out their day to day role, they need
to be fully equipped with the tools to do so. By
empowering them with the correct device and user-
friendly software, you are providing them with access
to information to do their job right. Ultimately, this
empowers field service staff to provide service users
with the highest quality of service.
Finally, the role of IoT and automation is becoming
more important as it is transforming how field service
management is delivered. It analyses information,
enabling automated job allocation and drives
efficiencies for organisations. However, despite
this, deploying sensors within other organisations’
assets can cause issues around ownership of and
responsibility for assets, which can be built into
contracts and difficult to overcome quickly.”
What would you consider as the most important aspects of delivering an effective FSM service?
“I think the most important aspect is the customer,
basing the user experience entirely around them and
ensuring organisations are always focusing on the
interest of the customer. Whether that’s continually
communicating with them, perhaps updating them on
the status of a boiler repair or keeping them informed
of a patient appointment change. It’s important to
keep them informed and make them feel they are part
of the end to end process. The customer essentially
has to trust the service you are delivering, therefore
in order to gain and retain that trust, they need to
have complete transparency over the service they are
receiving.
Through Field Service Management, we’re trying to
automate processes, to prevent faults happening in
the first place, so it’s crucial to have a more adaptive
scheduling and appointment booking service in place.
By doing so it will help organisations meet the needs
of their customers.
Gareth TolertonChief Product Officer
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“View from the
Expert
What 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 something
that has been about for a while and is continually talked about, however, we’re now progressing refinements
in technology. The delivery of field service isn’t yet fully harnessing the available technology, so I think AI going
forward will deliver better use in using algorithms to optimise the service and to predict things, as well as deal with
the distribution and allocation of resources. At Totalmobile, we’re working to use the data of our products and the AI
capabilities 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 combined
with 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 for
both 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 transform
businesses decisions. We talk about data being the new oil with the data and analytics industry expected to grow
significantly within the next five years.”
Gareth TolertonChief Product Officer
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“We talk about data being the new oil with the
data and analytics industry expected to grow
significantly within the next five years”
Gareth TolertonChief Product Officer
“e B O O K
Totalmobile is a market leader in field service and mobile workforce
management technology, helping organisations deliver more service of the
highest quality and at a reduced cost.
Our SaaS software transforms field service management by optimising and
enabling front-line workforces. It streamlines key processes and harnesses
innovative technologies to deliver a step change in:
Introduction to
Field Service Management from
Management controlEnhanced visibility, more flexibility, compliance assurance and accurate reporting.
Mobile worker empowerment Digital insights and tools, lower admin burden, improved job satisfaction.
Field service performanceIncreased capacity and productivity, reduced costs, higher service levels.
With a comprehensive product suite that includes mobile working,
dynamic job scheduling, IoT enabled job creation, job management and
business analytics, we provide field service management organisations with all
they require to drive improvements in process and deliver transformational benefits.
We provide a suite of core products that provides organisations with a leading Field Service
Management solution, leading to an increase in workforce capacity, cost efficiencies, compliance
with standards and the overall customer experience.
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IoT Enabled Predictive Job Creation
SenseSense from Totalmobile provides IoT technologies,
including connected sensors and rules engines that
allow the creation of work to be automated and
assigned without the need for human intervention.
Dynamic Workforce Scheduling Solution
OptimiseOptimise from Totalmobile offers a dynamic scheduling
solution that ensures the efficient allocation of resource,
enabling organisations to achieve complex scheduling goals
while taking time, location, availability and service levels
into consideration.
Cloud Based Job Management
ConnectConnect from Totalmobile is a cloud based and
intuitive job management solution that provides
visibility and control of complex tasks, enabling
the streamlined delivery of work.
Mobile Workforce Management Solution
MobiliseMobilise from Totalmobile is a mobile working
solution that empowers your mobile workforce
with the ability to capture intelligent data
and access the information needed to deliver
services effectively, first time.
Data Analytics and Business Intelligence
InsightInsight from Totalmobile is a data and analytics
solution that provides organisations with access
to rich data and deep insights into your mobile
workforce and its delivery of work.
What we deliver:
Government> £1,000,000 millions saved through reducing operational costs
> 33% increase in time staff spend delivering service
> £600 reduction in fuel costs per mobile worker per year
Health & Social Care> 31% more face to face time with patients
> 100% of patient visits outcome successfully
> 61% clinical record input time
Utilities and Infrastructure> 29% increase in time delivering service
> 100% compliance with health and safety standards
> 24% more jobs completed per day
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Work with
Transport & Logistics> 52% reduction in SLA breaches
> 33% increase in staff productivity
> 15% scheduling efficiency saving
Facilities Management> 23% reduction in the cost of service delivery
> 100% compliance with all KPIs
> 35% increase in delivering required services
Housing and Property> 28% increase in repairs and maintenance productivity
> 21% increase in turnover
> 35% more jobs being completed every day
To transform how field services are delivered,
organisations must look to drive enhancements in all
areas that are related to the delivery of field based
services. These core areas include:
Understand your assets
Manage upcoming work
Effectively schedule work
Empower the workforce
Data at the coreer
So, where are you now on your Field Service
Management journey? Now is the time to instrument
change in order to achieve the full benefits of an
innovative Field Service Management solution.
Need a little help getting started? At Totalmobile,
we’d be happy to help. Contact us today for further
information.
Ultimately Field Service Management means organisations need to take a holistic approach to improving the planning, delivery and analysis of how they are delivering field service to their customers. As well as capabilities which Field Service Management has to offer, when reviewing a supplier, organisations must also consider the suppliers product breadth and innovation, integration and most importantly their dedication to customer success.
Ultimately Field Service Managemen
Conclusion
London OfficeBrettenham House
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London WC2E 7EN
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Belfast OfficePilot Point
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Belper OfficeIronstone House
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Belper
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+44 (0) 1773 596
Bury St Edmunds Office22 Park Farm
Fornham St,
Genevieve
Bury St Edmunds IP28 6TS
+44 (0) 1284 330 164
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