New industries have started to use field service principles and tools in their mobile work, including mobile healthcare, real estate, and sales.
Blended workforces, which include full-time employees and independent contractors working side-by-side, require tools that can provision access and permissions based on the worker’s role.
Flexible work patterns help accommodate customers’ needs, even outside the standard 9-5 schedule of the past, but it makes scheduling workers (and accommodating scheduling preferences) more complex than ever.
Field service technicians are actually uniquely positioned to become a customer’s trusted advisor, taking on a prescriptive and consultative role in helping a customer get the most out of their purchase, whether it’s through optimizing operation or even adding additional products and services to their contract.
Customers now expect their suppliers to help them achieve specific business outcomes. This is forcing traditional “make, sell, ship” hardware and equipment business models, which previously relied on big, one-time purchases that required little customer interaction post-sale, to transition toward having an ongoing customer-supplier relationship.
Because field service management requires a balancing act of so many essential operations, modern organizations turn to FSM software to stay ahead of the curve. FSM software and mobile apps are designed to streamline communication, scheduling, dispatching, and general information-sharing between field workers and the back office.
Modern FSM tools need dynamic functionality—like real-time communication with field employees plus seamless scheduling and dispatching for new assignments—to keep up with the shifting landscape of field service.
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