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How to quickly benefit from a Field Service Management system?

FSM system implementation

Field Service Management systems (FSM, sometimes also referred to as Mobile Work Force Management – MWFM), are used by companies where a significant number of tasks is performed by field staff. What benefits do such systems bring and how should an FSM implementation be carried out?

[Updated: 09.2021]

In companies with dispersed assets or customers or providing services on dispersed resources (e.g., ATM service, “loans at home”, insurance etc.) FSM class solutions are basically a must.

Usually in such organizations field tasks are handled by separate units, composed of dispatchers, responsible for task allocation, and their subordinate mobile employees. FSM systems improve the work efficiency and support both of these areas through task allocation optimization, execution control and the normalization of time needed to complete different types of field tasks.

FSM benefits

FSM system implementation – our experiences

Based on our project-related experience we can say that it is worth considering the implementation of an FSM system in two complementary variants or two strategic steps:

1.The implementation of standard features such as: task management and optimization and basic reporting features (without taking into account industry-specific task execution procedures);
2. System enhancements and business process automation consisting among others of:

  • system adjustments to specific types of tasks and processes
  • integration with other systems used by the company (CRM, ERP, network inventory, vehicle tracking etc.)
  • providing field staff with complete information about current tasks
  • implementing additional field data capture features (needed in a given process or for reporting purposes).
FSM process
Enhanced automation of business processes goes beyond the standard FSM system features. Such automation is company-specific and depends on the type of performs tasks and on other systems used by the company. Hence, the automation usually requires system customization and carrying out one or several integrations with other solutions.

However, the most important benefits of the FSM system implementation relate to the basic features of the solution. Among these benefits we can mention:

  • improved operational efficiency by 20-50% thanks to better allocation of tasks and use of the mobile application to communicate with the dispatcher
  • reduced operation costs by 15-25% thanks to the geographical task allocation optimization and itinerary optimization
  • improved dispatchers’ efficiency by about 40-60% thanks to task allocation automation
  • overtime hours reduction by 40-60%
  • improved quality of provided services thanks to the precise arrangement of visits at the customers’ premises and efficient task fulfilment.

Considering all the above, it is worth starting the FSM system implementation with the standard version, which will allow to achieve fast and significant benefits from field service optimization while minimizing implementation and maintenance costs. The standard version of the system (unifying reporting procedures for various types of tasks) provides already approximately 70-80% of the benefits that could be achieved in a version fully integrated with other systems and strictly adapted to the company’s specific needs. In the standard version, we give up the expensive integration and customizations gaining a two- or even threefold reduction of the time needed to complete the implementation. Of course, the FSM system can be further enhanced and adapted to individual needs. Moreover, further decisions on the system customization can be based on experiences concerning the standard implementation.

Regarding the implementation of the FSM standard, it is however worth planning an analysis of possible customizations (based on the experiences with the performance of the standard version). This will provide an opportunity to assess the possible return on investment (ROI). The company thus will be able to make more effective decisions on further FSM investment directions at the subsequent stages of the system development.

The main advantages of the proposed approach include:

implementation time reduction to 4-6 months

lowering or avoiding costs of extensions and integrations

easier production rollout of the system

faster return on investment

lower system maintenance costs

Fast implementation of GeoTask

The leader among FSM systems is GeoTask, a proprietary solution created by Globema to support the management of a large volume of tasks performed by employees in the field.

The application enables an easy and fast optimization of work allocation and routing (thanks to the integration with Google maps), as well as real-time monitoring of the status of performed tasks. GeoTask is available as a cloud-based or on-premise application and is operated by field workers from a mobile device. GeoTask enables both online and offline work.

As we have mentioned, already the implementation of the standard version of GeoTask brings as much as 70-80% of the benefits of a system adapted to the specificity of the business and integrated with the systems used by a particular customer.

Globema’s approach to the implementation of the standard version (“fast-track Geotask implementation”) is based on the following assumptions:

  • The Geotask system is adapted to the specificity of the customer only at the configuration level (types of tasks, skills of employees, formal structure, optimization criteria, additional fields/attributes).
  • Such adaptation excludes additional development work and specific adaptations to the customer’s requirements.
  • Task and report statuses are standarized.

Implementation costs on the customer’s side are reduced in the fast-track model thanks to:

  • the fact that the scope of system configuration is determined by Globema consultants and based on the observation of the dispatchers’ and field, staff’s actual work
  • early access – the application is available to the end user already during the implementation,
  • Geotask trainings based on standard materials (including remote trainings).
  • support in the stabilization phase.

What does Geotask provide?

  • the possibility of manual input of tasks by the dispatchers,
  • a ready to use API to upload tasks to the system,
  • optimization of task allocation based on types of tasks, skills and availability of employees, SLA, and task location (the system is integrated with Google Maps),
  • task performance control based on statuses synchronized in real time between the mobile device and the dispatcher’s application,
  • a mobile application for field staff with the option of changing the status of the task, adding images and information about task completion,
  • synchronization of the mobile application with the server when there is Internet access and the off-line work mode,
  • online integration with Google navigation,
  • standard reports – plan vs. performance per order and team, summary of work per order (travel time and work time), SLA overshoot.

Additionally, an analysis of profitability and benefits of the customization of the standard system can be prepared. The client can also take advantage of the technical support and Geotask system administration provided by Globema – for customers who do not have the appropriate IT resources in their company.

Find out more about GeoTask

Do you want to learn more about the benefits of implementing field work scheduling automation in your company? Would you like to find out about the functionalities of the FSM class solution created by Globema?