Field service management

Field Service Management ( FSM ) refers to the management of a company’s resources employed at or in route to the property of clients. Examples include locating vehicles, managing worker activity, scheduling and dispatching work, ensuring driver safety, and integrating the management of such activities with inventory, billing, accounting and other back-office systems. FSM, FSM, or FSM. It can also refer to software and cloud-based platforms that help in field service management.

Industry examples

Field service management is used to manage resources in several industries.

  • In telecommunications and cable industry, technicians who install telephones or residential establishments.
  • In healthcare, mobile nurses who provide in-home care for elderly or disabled.
  • In gas utilities, engineers who are dispatched to investigate and repair suspected leaks.
  • In heavy engineering, mining, industrial and manufacturing, dispatched technicians for preventative maintenance and repair.
  • In property maintenance, including landscaping, irrigation, and home and office cleaning.
  • In HVAC industry, technicians have the expertise and equipment to investigate units in residential, commercial and industrial environments.


Field service management must meet certain requirements:

  • Customer expectations: Customers expect that their service should not be disrupted, and should be immediately restored
  • Underutilized equipment: Expensive industrial equipment in mining or oil and gas can cost millions when sitting idle
  • Low employee productivity: Managers are unable to monitor field employees, which may reduce productivity
  • Safety: Safety of Drivers and Vehicles on the Road
  • Cost: Rising cost of fuel, vehicle maintenance, and parts inventory
  • Service to sales: Increasingly, companies expect their services to generate revenues.
  • Dynamic environment: Continuously balancing between critical tickets, irate customers, productive employees and optimized routes makes scheduling, routing and dispatching very challenging
  • Data and technology: Many a times, the data for analytics is missing, stale or inaccurate.


FSM software has FSM software remains fragmented. The software can be deployed both on-premises or as a hosted or cloud-based system. Typically, FSM software is integrated with backend systems such as service management, billing, accounting, parts inventory and other HR systems.

The large majority of FSM companies are fee-for-service and offer differing features and functionality that vary from one company to the next. [1] Whereas one company will provide most, if not all, of the desirable features in field service management, another will be missing one or up to several functions. Pricing is based on several factors: a company’s size, business needs, number of users, carrier selection and planned data usage. Some pay-per-use, pay-per-use / administrators, and pay-per-field technician / employee. Costs can range from $ 20.00 per month for an unbundled solution that does not include carrier data up to $ 200.00. It is not uncommon, though not always the case, for it to be inconsistent with the use of the FSM platform; Namely, Fees for software, extra technical support, and additional training. [2]

For the enterprise market, Gartner estimates that market penetration for field service applications has reached 25% of the addressable market. Software sales in the FSM market can only be approximated. Gartner research puts the revenue for packaged field service into a $ 1.2 billion in 2012, with a compound annual growth rate of 12.7%. [3]


Companies are using mobile computing to improve communication, increase productivity, streamline work processes, and improve customer service and loyalty. [4] Field service software can be used for scheduling and routing optimization, automated vehicle location , remote vehicle diagnostics, driver logs and hours-of-service tracking, inventory management, field worker management and driver safety. Mobile software may use databases. Some field service management software integrates with other software such as accounting programs.

Mobility can

  • Provide real-time analysis of mobile work status
  • Increase first-time-fix rate
  • Reduce overhead or administration costs of paper-based field service management and data entry
  • Preserve e-audit trail for full compliance compliance
  • Increase productivity
  • Shorten billing cycles

See also

  • CMMS
  • Computer-assisted dispatch
  • Field force automation
  • Mobile enterprise application framework
  • Road accounting
  • Service chain optimization
  • Service management
  • Strategic service management
  • Workforce management


  1. Jump up^ “Top Field Service Management Software – 2016 Reviews” .
  2. Jump up^ “What Will Field Service Management Software Actually Cost You?” – Capterra Blog .
  3. Jump up^
  4. Jump up^Golnaz, Sadri; Hoa, Tran. “Managing your diverse workforce through improved communication”. Journal of Management Development . 21 (3): 227-237.

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