Field force management, also referred to as field service management (FSM), is an aspect of workforce management that refers to managing resources that are used at locations outside of company property. This can include tracking vehicles, field sales, scheduling and dispatching workers, ensuring safety procedures are being followed, and managing the actual activity of field personnel. All of these aspects must then be incorporated with the management of other on-site aspects, such as billing, inventory control, and employee systems. If proper field force management is not enacted, it can lead to customer disappointments, low productivity, and dangerous situations.
Because field force management has so many variables, many organizations are turning to the cloud and field force management software to help track everything and ensure it runs smoothly. A typical field force management system will include back-end software that is accessible from both mobile apps and computing devices. Cloud services allow for large amounts of data collection and analysis, which makes managing field services easier. By analyzing data, organizations can anticipate how long a service call should take, identify recurring issues, and determine the best route for field personnel to take on their travels. Field force software can also incorporate tests and diagnostic software that can be run in real time to assist in troubleshooting in the field.
A cloud field service management solution can help organizations through: