Field service management software (FSM software, service software) is a system that helps companies deliver effective onsite service by tracking requests, managing personnel, and maintaining visibility into operations. Common features include work order management, inventory, fleet tracking, and reporting.
The global FSM market is forecast to grow from approximately $1.58 billion in 2014 to $3.52 billion by 2019, or a compound annual growth rate of 17.3 percent
FSM technology was created to help automate field service operations to improve both efficiency and visibility. Rapid adoption from businesses of every type and size is fueling FSM software market growth.
Field service management requires continuously balancing critical tickets, upset customers, and dynamic service routes and schedules.
FSM software combines many functions into one unified solution that helps schedule and track field operations. At minimum, a field service management system must be able to receive service requests, schedule and assign a skilled technician, enable technician mobility, and provide real-time visibility into job status. A good FSM system provides tools for:
-customer appointments, trouble ticketing, order management
-complex scheduling and routing optimization
-managing worker activity (driver logs, time tracking, job status updates)
-automatically locating vehicles and ensuring driver safety
-integrating with inventory, accounting, and other back-office systems
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