Effective field service management (FSM) software is more important than ever—but which solution is right for your company’s needs? Use the checklist below to help you evaluate FSM tools and find the best one for your field service operation.
The field service industry is in a state of rapid growth. By 2026, the global field service management market is expected to reach $10.8 billion, an increase of more than $7 billion from 2018. With this explosive growth—and higher customer expectations—comes the need for better tools to manage field service. By 2025, Gartner predicts that algorithms and scheduling bots will schedule more than two-thirds of field service work, and more than half of FSM deployments will use augmented reality (AR) and digital knowledge sharing tools in the field.
Field Service Management or Mobile Workforce Management?
Technology is continually developing, with new terms to go with it. Mobile workforce management is a newer category compared to FSM, and its development reflects the way delivering service to businesses and consumers alike has changed with innovations in technology, like smartphones, and changing customer preferences.
FSM is similar to mobile workforce management, but there are important differences. Mobile workforce management is an all-encompassing, general term that includes oversight of any employee who works outside of the office, such as consultants, sales people, home healthcare providers, and construction workers. FSM applies specifically to the delivery, maintenance, and repair of physical products, and management of technicians out in the field who perform these tasks.
Put another way, 60% of all workers will be mobile workers by 2024. Only a small percentage of these workers will be traditional field service technicians, while the remainder fall under the much broader category of deskless workers.