Field Service Management (FSM) refers to the organization of service work performed by mobile teams outside the company’s premises. This typically includes order entry, scheduling, on-site work, and subsequent documentation.
FSM can encompass maintenance and repairs, as well as installation, inspection, and other technical services. The specific tasks involved depend on the services offered and the processes of the respective company.
SourceForge's Field Service Management Software Guide describes FSM software as a tool to support service processes involving mobile teams. It lists typical features such as scheduling, work order management, and mobile applications for technicians. EcholoN is also listed in SourceForge's FSM category.
What tasks does Field Service Management encompass?
FSM combines several steps that are otherwise often organized using separate tools, messages, and manual handoffs:
- Recording service requests: A malfunction, maintenance request, or other service task is recorded and assigned to a customer, location, or asset.
- Preparing the assignment: Relevant information such as a fault description, device history, required qualifications, or material needs is compiled.
- Planning and scheduling the assignment: Assignments are assigned to employees or teams in accordance with the company’s operational requirements and policies.
- Performing on-site work: Technicians inspect, install, maintain, or repair a piece of equipment or perform the requested service.
- Documenting the results: Status, work completed, time spent, materials used, and any outstanding issues are recorded.
- Closing or forwarding the order: The back office, customer service, or a related process receives the feedback and can close the process or initiate follow-up work.
Not every FSM system maps all of these steps in the same way. The scope may also include service contracts, warranties, replacement parts, customer communication, billing, or the integration of external service providers. These are possible related functions, but they are not the core of field service management in every company.
What is the typical workflow for a service call?
A machine manufacturer receives a report that a system at a customer’s site is no longer functioning properly. The office staff logs the malfunction and links it to the system and its service history. The dispatch team determines the required qualifications and time window, and assigns the job to an available technician.
The technician receives the job details on his mobile device, inspects the equipment on site, and performs the repair. He then documents the work performed, the time required, and any replacement parts used. Once the equipment is operational again, the job is closed. If further work is required, the process is returned to the responsible department along with a status update.
This example illustrates the relationship between the job, planning, execution, and feedback. The specific steps vary depending on the service organization, contract, and type of service call.
Resource planning brings together jobs, time slots, and available resources. Depending on the service process, factors such as qualifications, job locations, required parts, and last-minute changes must be taken into account.
The article Efficient Resource Planning - Resource Planning and Technician Scheduling explains how companies address these planning issues and what criteria play a role in technician scheduling.
FSM software supports the digital processing of the aforementioned process steps. Depending on the product and configuration, it can manage work orders, provide dispatchers with an overview of orders and resources, provide mobile applications for technicians, and document feedback in a structured manner.
When making a selection, companies should review their own workflows rather than simply comparing feature lists. Important questions include:
- Order and Object: Can service orders be linked to customers, locations, devices, or systems?
- Scheduling: What rules must the scheduling process take into account, and which decisions remain with the scheduler?
- Mobile Work: What order information and documentation steps do technicians need on-site?
- Connectivity: Does the mobile app need to function even without a network connection? If so, which features must be available offline?
- Handoffs: What information should be transferred to customer service, ERP, CRM, CMMS, or other systems?
- Analysis: What data does the company need to monitor workload, processing status, or resource utilization?
The scope of planning support varies depending on the software. Companies should assess their workflows to determine which planning functions they need and which decisions should be automated.
How do FSM, CMMS, and EAM differ?
These terms describe different areas of focus that may overlap in practice:
| Term | Typical Focus |
|---|---|
| Field Service Management (FSM) | Planning and managing mobile service work - from the order through scheduling and execution to completion. |
| CMMS | Management of maintenance tasks, maintenance schedules, asset information, and the associated work history. |
| Enterprise Asset Management (EAM) | Management of assets throughout their lifecycle, often including procurement, operation, maintenance, and decommissioning. |
A CMMS or EAM can manage a maintenance or repair request and trigger a field service call. FSM then organizes the execution by a field service team. Depending on the system landscape, these functions may be consolidated into a single solution or connected via interfaces.
For a more detailed introduction, see the article What Is a CMMS?.
Field Service Management with EcholoN
Companies looking for software for scheduling, mobile order processing, and the documentation of field service assignments can view the specific features on the EcholoN solution page for Field Service Management.