Your complete guide to field service management terminology
The systematic tracking and maintenance of customer equipment and company assets. Asset management includes recording installation dates, service history, warranty information, and maintenance schedules to optimize asset lifecycles and service delivery.
The use of algorithms and business rules to automatically assign jobs to technicians based on factors like skills, availability, location, and priority. Automated scheduling reduces manual coordination time and optimizes resource utilization.
A system for managing all interactions and data related to customers throughout their lifecycle. In field service, CRM integration provides technicians with customer history, equipment details, service contracts, and communication records to deliver personalized service.
An online platform where customers can request service, schedule appointments, track technician arrival, view service history, and manage billing information without contacting support staff. Self-service portals improve customer satisfaction while reducing administrative workload.
The process of coordinating and assigning field technicians to service calls or work orders. Effective dispatch management considers factors like technician skills, location, availability, priority levels, and customer preferences to optimize service delivery and minimize travel time.
Urgent service calls requiring immediate response to address critical equipment failures. Emergency breakdown assistance often operates outside normal business hours and carries premium pricing due to high-priority SLA requirements.
Field Service Management is a comprehensive approach to managing a company's resources employed at or en route to the property of clients, rather than on company property. FSM software helps businesses coordinate field operations, schedule appointments, dispatch technicians, track mobile workers, and manage the complete service lifecycle from initial customer contact to invoicing.
A key performance indicator measuring the percentage of service calls resolved on the first visit without requiring follow-up appointments or additional parts. High first-time fix rates indicate efficient operations, proper inventory management, and well-trained technicians.
A virtual geographic boundary defined by GPS or RFID technology that triggers automated actions when a mobile device enters or exits the area. In field service, geofencing can automatically clock technicians in/out, send arrival notifications to customers, or track time spent at job sites.
Real-time location monitoring of field technicians using Global Positioning System technology. GPS tracking in field service enables dispatchers to identify nearest available technicians, verify arrival times, optimize routes, and provide accurate customer ETAs.
Network of physical devices embedded with sensors and connectivity that collect and exchange data. In field service, IoT enables remote equipment monitoring, predictive maintenance, automated service requests, and real-time diagnostics.
The systematic control of parts, materials, and equipment used in field service operations. Effective inventory management includes tracking stock levels, managing reorder points, monitoring technician van stock, and ensuring the right parts are available when needed.
Measurable values that demonstrate how effectively a field service organization achieves business objectives. Common KPIs include first-time fix rate, average response time, technician utilization, customer satisfaction scores, and revenue per technician.
The practice of coordinating employees who work outside traditional office environments. Mobile workforce management includes real-time communication, location tracking, task assignment, time tracking, and providing field workers with access to necessary information and tools via mobile devices.
A proactive maintenance strategy that uses data analytics, sensors, and machine learning to predict when equipment might fail. Predictive maintenance helps schedule repairs before breakdowns occur, reducing downtime and optimizing maintenance resources.
Scheduled maintenance activities performed to prevent equipment failures and extend asset lifecycles. Preventive maintenance programs in field service include regular inspections, routine servicing, and proactive repairs based on manufacturer recommendations or usage patterns.
The use of algorithms and real-time data to determine the most efficient routes for field technicians. Route optimization considers multiple variables including distance, traffic conditions, appointment windows, technician skills, and priority levels to minimize drive time and maximize productivity.
A contractual commitment between a service provider and customer that defines the expected level of service, response times, resolution times, and performance metrics. SLAs in field service often specify first-time fix rates, response windows, and availability guarantees.
The process of recording how much time technicians spend on various activities including travel, job completion, breaks, and administrative tasks. Accurate time tracking is essential for billing, payroll, productivity analysis, and improving operational efficiency.
A system for creating, tracking, and completing work orders throughout their lifecycle. Work order management includes capturing customer requests, assigning tasks to technicians, tracking progress, documenting completion, and managing follow-up activities.