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Collaboration: A Low Hanging Fruit for Field Service Business

Why collaboration of departments is important for field service businesses

Employee working from home

Companies throughout the world have surely been impacted by COVID19, with field service management facing significant difficulties. The need for innovative solutions to field service and operational problems has been clarified by the current global crisis.

In addition, over the past few years, the field service sector has experienced fast expansion. The Global Field Service Management Market was estimated to be worth USD 2.85 billion in 2019 by, and it is anticipated to grow to USD 7.10 billion by 2026. It has become even more important to solve today's difficulties and a priority to attain new levels of efficiency to satisfy these growing demands. The main problems are a lack of control over technicians and subcontractors, data centralization, asset tracking, etc.

End-to-end service management includes a wide range of activities and elements from numerous sectors. Most off-the-shelf service management solutions only cover one or a small portion of the necessary components, leaving an organization to struggle to fill in the gaps. Double data entry, manual spreadsheets, and paper forms used to collect data are common signs of a lack of connection. As a result, service management investments rarely yield the efficiency gains anticipated. Some firms attempt to connect the dots by integrating service management components themselves or creating in-house solutions to fill the gaps, but this can be expensive, time-consuming, and rarely results in the desired result.

I’ve faced this issue in my workplace while working as a customer service executive. After I have accepted and logged a work request of a client in the service desk, I had to pass it on to planning, where it might wait in line. That request is subsequently forwarded to dispatch, the inventory department using a third distinct technology, all of which are required to handle a single client’s request. The field employee is unable to reassign the assignment without involving planning and dispatch, which usually results in delays and missed SLA targets if the client later calls us in to request any changes. It would all be easier if there was collaboration and shared data among the inventories, customer service, and field service. Even organizations who have invested in best-in-class service components for every area still face the difficult challenge of integration or building in-house systems to fill the gaps, but for most organizations, this is not an option due to a lack of resources.

Companies that still haven't started to manage these important issues may have to struggle in the future to maintain their competitive advantage. In addition to dealing with these issues, field service management software helps to revolutionize field services by automating procedures and reducing operational risks. Here’s how collaboration and usage of data can greatly affect the field service businesses:

Team members working on project

1. Data management: Every field service employee has a great deal of power due to mobile field service management. In a software like Custella your employees can get a complete customer detail (including address, phone number, and equipment present on-site), step-by-step directions to the customer's location, equipment servicing history, editable PDF forms, images, and videos, technical manuals, and more. Because of this, technicians can add a new project or customer visit almost every day when using a mobile field service application (over those without one). That translates to a significant average boost in productivity and an increase in sales potential for new parts or machinery.

2. Asset management: By using a mobile field service application to turn your dealers’ technicians into brand ambassadors! That means that field service employees cannot only answer almost any technical question that may arise but also make sales presentations to customers that highlight the unique advantages of your products.

3. The link between customer service and field service: Employees will be able to know what is in their truck, nearby trucks, and the warehouse with the use of a mobile field service application that integrates inventory and parts management. Additionally, if a system or part isn't in stock, they'll be able to order it right away and receive it more quickly than dealers who require technicians to call the office to place equipment orders. More sales of your equipment are generated for your dealers as a result. Custella has this great feature of creating virtual inventories as well which will keep track of every product in your warehouse.

Successful business team

FSM software will unquestionably address industrial difficulties, strengthen the role of professionals, and boost your field service operations. For your workforce and field service operations to run more efficiently, real-time data collection and process automation are essential. What is more important is the free flow of data within the organization so that all the departments can run smoothly and work towards a shared goal.

Still have more questions? Check out more FAQs on our website here. You can also get in touch with us below from the link below; we are always happy to get back to you with any queries regarding your business.


Need a field service management application like Custella? If you’re in the ASEAN region (Malaysia, Indonesia, Singapore, Brunei, etc. ) or Australia/Oceania, drop us an email to schedule your demo:

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