FSM systems – how they benefit your employees, your customers, and your business - GeoTask

Field Service Management (FSM) type systems help effectively manage work and employees in the field, support the preparation of optimal routes, facilitate inventory management, work reporting and communication with customers.

They offer numerous benefits to their direct users – dispatchers scheduling work, mobile personnel, and drivers. More broadly, the biggest beneficiaries are the companies that choose to implement FSM, whether they operate in a B2C model and have direct contact with individual customers, or B2B and act as contractors or subcontractors to other companies. The use of FSM will also benefit customers, who receive better quality services.

Let’s take a closer look at how FSM tools like GeoTask/GeoTraxx, through their comprehensive features and functionalities benefit to individual stakeholders – employees, companies, customers.

Which industries and areas will benefit the most from a Field Service Management system?

Furniture delivery & assembly

Utilities
(Energy, Heating, Gas, Water & Sewerage)

Telecom
(Network maintenance & customer service)

Healthcare

At-home services

Field research

Maintenance services

Insurance

Sales support

Dispatchers – more efficient routing and scheduling of work and real-time control of task execution

Efficient task scheduling. FSM systems help dispatchers efficiently assign tasks to mobile personnel based on their availability, required skills or equipment, location (i.e., proximity to the job site), and a variety of other factors defined by the dispatcher, such as the expected day or time of delivery.

Optimally arranged routes. FSM systems can calculate the best available routes for drivers and mobile personnel, taking into account the location of the job performance, distance, and travel time. They can also consider current traffic volumes. They help reduce travel time fuel costs and overall vehicle operating costs.

Automating the arrangement of schedules and routes helps to shorten the process to the minimum necessary, as well as to react quickly to changes. The system arranges a new schedule, taking into account new conditions in minutes.

View of employee locations and work progress in real time. Dispatchers can track the location of mobile employees (including couriers, service technicians, suppliers, vendors, etc.) of mobile personnel in real time. This allows them to respond immediately to emergencies or unexpected changes in schedules.

More efficient customer service. The dispatcher can set and modify notifications sent automatically to customers in the form of SMS or e-mail. Thanks to notifications, e.g., about an upcoming appointment, almost all appointments manage to be made on the first try, which dramatically increases the efficiency of task completion.

Mobile personnel – easy task management and work reporting already in the field

The mobile application that the FSM GeoTask system is equipped with is a key tool for employees in the field, providing access to comprehensive information about assigned tasks. This user-friendly tool also allows them to effortlessly manage tasks and efficiently report on their work performance.

The field personnel’s mobile application means:

Greater efficiency in task completion. The mobile app provides field crew members with a detailed work plan, meticulously designed to meet lead time requirements while minimizing travel time and fuel consumption. The tool offers comprehensive details for each job, including customer contact information, facilitating seamless communication.

Utilizing an automatic optimization engine, tasks can be organized into routes, further boosting the efficiency of the logistics process and work execution.

Moreover, the mobile app simplifies the management of equipment or materials, whether held by mobile personnel, located at the customer’s site or in warehouses. This functionality streamlines inventory control and enhances overall operational effectiveness for field crews.

Easier communication. With the mobile app, the field worker receives instant information about new tasks and their updates, and the dispatcher – at the office – is provided with information about the progress of the field worker’s tasks.

Navigation to the location of the task. FSM systems such as GeoTask, which are supported by the best map services, not only allow you to determine the best available routes, taking into account the current road conditions, but also guide the driver to their destination step by step.

Access to full customer history. From the mobile app, mobile personnel have access to the comprehensive history of works performed for a given customer or location. This makes it easier to get a quick overview of what work has already been performed. This, in turn, makes it easier to carry out subsequent tasks efficiently and without the risk that, for example, a technician will make futile attempts to repair equipment that, given its history, should be replaced. Such comprehensive information about the completed work contributes to faster and more efficient task completion. This in turn helps to complete the task faster and more efficiently and elevates overall service quality, thereby enhancing customer satisfaction.

Convenient reporting and photo-documentation of tasks.

From the mobile app, in GeoTask, you can report on the completion of a task, and this information will immediately appear in the dispatcher’s panel.
The application also facilitates the creation of photographic documentation, which, on the one hand, can speed up the reporting of task performance (eliminating the need for lengthy descriptions regarding delivered goods or installed equipment), on the other hand, it can be a solid foundation for quickly resolving customer complaints.

Making appointments on the spot.

The mobile application available on GeoTask allows you to schedule a new appointment (if necessary) already during the current visit, at a time convenient for the customer – without having to contact the customer service center.

Individual customers – higher quality service and time savings

Individual customers also benefit from automation and better organization of work at the company, providing them with:

Transparency and control. The self-service portal allows clients to schedule and reschedule appointments, providing a level of control over the progression of their order and allowing them to easily integrate appointments into their personal plans. They can receive a notification about the status of their order via SMS ore-mail.

Faster response time. FSM systems like GeoTask allow companies to respond swiftly and efficiently to customer requests, leading to faster service delivery and greater customer satisfaction. Thanks to them customers can undergo equipment repair or replacement, furniture delivery, etc., quickly and problem-free.

Improved service quality. Mobile personnel equipped with accurate information about an order can complete it better and faster, which saves customers time and improves their satisfaction with services.

FSM systems for business – more efficient task execution, cost savings, better strategic planning

Automating field work management and routing is first and foremost a huge benefit for entrepreneurs, who are able to complete more tasks in the same amount of time, without hiring new employees or increasing their fleet of vehicles.
With FSM systems, they can perform work faster and provide better service quality, allowing them to gain a competitive advantage.

What exactly are the benefits of FSM systems for business?

Cost savings. FSM systems play a pivotal role in cost reduction through the optimization of routes, resulting in up to 30% fewer miles traveled, decreased fuel consumption, and enhanced resource allocation efficiency. Moreover, these systems contribute to a substantial reduction in planning time by up to 80%, while simultaneously boosting dispatcher productivity by up to fourfold.

Increased productivity. With better planning and scheduling, companies can schedule up to 40% more tasks without incurring the cost of hiring new people and investing in a larger fleet. This all translates into reduced costs and higher profits.

Data-driven decisions. FSM systems provide valuable data and analysis that companies can use to identify trends, improve service quality, and make more informed decisions. The GeoTask systems allow you to automatically generate a range of reports based on the information gathered. To give just one example, such reports can be a valuable tool in streamlining the billing process with subcontractors.

Easy scaling. Along with the development of a company, FSM systems like GeoTask can be easily scaled and quickly adapted to the changing number of customers and employees. There is no danger that the company will have to incur costs to expand or change the system to fit its growing needs.

Faster service delivery GeoTask are FSM solutions that can be easily integrated with other systems and thus automate the processes in which these systems participate. For example, integrating GeoTask with a CRM system can speed up the handling of goods deliveries, while integrating FSM with a telecommunications company’s provisioning system allows faster delivery of service to customers. This, in turn, translates into greater customer satisfaction.

To summarize, Field Service Management systems such as GeoTask provide a variety of advantages, spanning from heightened productivity for dispatchers and mobile personnel to elevated customer satisfaction and substantial cost savings for companies. These solutions serve as instrumental tools in streamlining field operations, offering a crucial competitive edge, particularly in industries where a strong emphasis on quality service and customer satisfaction is paramount.

Feel free to reach out to us to explore additional ways in which field work and employee management systems can enhance your operational efficiency.

Which industries and areas will benefit the most from a Field Service Management system?

Dispatchers – more efficient routing and scheduling of work and real-time control of task execution

Mobile personnel – easy task management and work reporting already in the field

Individual customers – higher quality service and time savings

FSM systems for business – more efficient task execution, cost savings, better strategic planning

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