Jill Wagner | 10.09.19

Empowered by technology that makes their lives easier, today’s consumers are more demanding of field service providers than ever. And in a connected world, consumers know that fueling the speed of service should not be a roadblock to them getting what they want and when they want it.

To meet customer demands, leading field service organizations—no matter the industry—recognize the importance of field service management (FSM) and the role it plays in delivering exceptional customer service. As with any large technology investment, the impact of installing or upgrading FSM technology will affect employees, company culture, and business processes. Managing the change associated with new FSM technology is just as important as overseeing the actual implementation and rollout of the solution.

Field Service Technicians as Marketers and Sellers

Field service professionals are the face of a field service organization—putting them in the role as brand ambassador and revenue generator. They interact in person with customers and are viewed as knowledgeable as soon as they arrive to a job because they have the necessary tools and skills to solve the issue at hand. From the customer’s perspective, field technicians can be trusted—especially if the problem is fully solved right away, the first time.

FSM technology enables field service professionals to deliver a higher level of customer experience due to improved mobile workforce tools, better scheduling through artificial intelligence, and more frequent interactions with customers via various digital channels. To quickly capitalize on opportunities in the field, technicians need to be skilled in the FSM solution to access and understand customer history, SLAs, and information on additional products and services. Field technicians also need to be trained to identify up sell opportunities and have strong customer service skills. Delivering quality service can lead to improved customer loyalty and higher long-term profits.

Reshaping Company Culture and Processes

In addition to helping to strengthen the relationship between field service organizations and their customers, the FSM solution can have a positive impact on an organization’s culture and processes. The right change management strategy can help make this happen.

Once an organization fully understands customer behavior, needs, and expectations, it is important to take a deeper look within their own internal structure and create a roadmap that accounts for the short and long-term implications of the FSM technology to users, senior leaders, and current processes. To ensure a smoother adoption, and to start seeing benefits from the FSM solution faster, transparent and consistent communication with employees is critical. This will lead to better employee engagement.

From a process standpoint, FSM can help to improve customer experience and drive operational efficiencies at multiple levels of the organization. FSM solutions provide greater visibility into customer information, so all employees—from dispatchers to field service technicians—can deliver a more personalized and real-time experience to customers. The FSM solution can also help to facilitate the delivery of service through the power of technology. For example, artificial intelligence and machine learning can improve scheduling and dispatching through real-time traffic updates and predictive service.

Getting Ready for Success

FSM technology offers many benefits for field service organizations, including improved customer service and better technician utilization, which can lead to new revenue streams. For an implementation to succeed in the long-term, field service providers need to address the impact that the solution will have across their organization. Proper change management and communication is critical to helping employees across a field service organization to realize the advantages that the FSM solution can provide. As with any change, it will take time, monitoring, and measurement to ensure that a field service team is maximizing the FSM solution.