Definition

field service management (FSM)

Field service management (FSM) is a category of software products that help companies manage off-site workers and the resources they require to do their jobs efficiently.  FSM software, which can be accessed through a mobile device, provides field workers with the ability to view and/or make changes to such things as schedules, work orders, customer account information, inventory and invoices.

Field service management software enables companies to be more flexible and nimble in providing service to customers. They can communicate in real time with customers, provide on-site information about products and repair issues, and offer more timely service. Companies can also improve operational efficiencies by optimizing worker order routing and technician scheduling, and by providing more timely resolution of issues. Field service management tools can also aid in promoting better customer experience.

Field service management software has become popular in industries like telecom, where technicians in the field need information about the nature of the service request, scheduling and other details. It's also used by other industries, such as healthcare -- homecare workers can use the software to track information about patients. Specialized industries like mining, for example, use FSM software to provide workers with information about the precise location of a service event.

As mobile capabilities have improved, field service management software has become more integral to the work processes of field service workers, enabling them to be dispatched for service calls. It also provides information through work orders, account information, product inventory and availability and product knowledge bases. Some advanced new field service management software options provide capabilities such as voice to text and integration with Internet-of-Things-connected devices.

This was last updated in April 2016

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