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Leverage Field Service Data as Organisational Asset

The simplified data which is shown on our screens has layers of information and multiple software managing it

Employee working from home

In the post-pandemic world, many things which changed and shifted during the pandemic remain with us still. For example, many customers are still choosing to shop for their groceries online even though stores are open. The delivery people are bringing our groceries to our doorsteps efficiently and quickly. We can track when they are putting our stuff in bags when they start off for our location, and when they are almost here. We can look at a screen and gather every piece of information we need regarding our order. There is a complete and complex system that happens behind our screens and does not meet our eyes.

Field service organizations and businesses with field agents have used field service management technologies to simplify the scheduling and dispatching of field agents, identify the problems which require immediate attention, offer proactive maintenance, and minimize machine downtime. The benefit of field service management technologies is data collection. The simplified data which is shown on our screens has layers of information and multiple software managing it. As customers place any order, the order is created, processed and completed - a service history of everything that has been done, by who and when is also created. This data is used by field service technicians, dispatchers and service managers to improve operations and service delivery. However, there are more valuable uses for this data beyond field service management. Here are some examples:

Sales Teams can Gather Customer Data

Once the field service management customer data is available to sales teams, they can gain deeper insight into the customer account. They can find out whether the customer is happy, how the product performed, how is the product being used by the customer, how many times have service technicians solved issues, what were the issues, and how quickly were the issues resolved. The deeper insight into the customer account helps sales and marketing teams determine sales approaches, timing of sales, pricing strategies, and complementary solutions. Additionally, the detailed data of the customers allows the sales team to be prepared at all times to face any challenges.

Support for Inventory

Businesses should not house excess inventory, especially when parts, maintenance, and storage can be very expensive. However, they also cannot afford to not have parts which might be needed by their customers. Customers expect services and solutions to be delivered when required. Therefore, field service management historical data assists businesses to identify which parts or products should be stocked, at what levels or quantity, and by when.

Improved Customer Contracts

Contract administrators can use field service data to draft contracts based on service calls. They can monitor the frequency of the calls, see whether the calls are made during the warranty period or after, understand the level of technical expertise typically required of the technician, and the duration of the average service call. This data helps contract administrators to predict costs to see how new contracts or renewal of contracts should be priced to maintain profit margins.

Empowered End Customers

Businesses can choose to provide product and servicing information to the end customer. The data necessary for a self-service where the customers identify issues and troubleshoot problems without the assistance of customer service can be given to the customers. They can look up their own historical data to learn the status and duration of their products and see how issues were best solved. This might seem like the business is losing money. However, by empowering customers to solve issues on their own can save the business money. Sending a technician out to the field for minor customer services can be time consuming and expensive.

Data Analytics for Engineering and Development Teams

Product development teams perform the best if they take a methodical approach to research. The data from the field are insights into each of their products which tells them how they are performing, which parts require improvement, and what should stay. Integrating field service management information allows product development teams to see how customers are using the product and what the technicians are doing while installing and during customer service. The engineering and development teams can use these insights to inform design decisions for the next generation of new and improved products.

The field service management data is beyond the traditional aspects of scheduling work of your technicians and delivery person. The data from the field is a valuable repository of information that can be leveraged across the organisation by the sales, marketing, engineering, and development teams. Effective field service data management can connect teams, optimise operations, and amaze your customers.


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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