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The Ultimate Guide to

Transforming Field Service ManagementIn this eBook we identify what helps deliver a great

Field Service Management Service

Welcome

IntroductionIn this eBook, we’ve identified key areas which

directly impact and help deliver a successful Field

Service Management service.

By taking these considerations on board during

your search for a solution you will achieve the best

possible results for your business. Even if you have

already implemented a Field Service Management

solution, it’s important to evaluate these areas

alongside your existing software. You may discover

that it isn’t helping you deliver the efficiencies you

require across your field-based workforce and

your business. If this is the case, now is the time

to implement change and begin to achieve the full

benefits of an innovative Field Service Management

solution.

You can start your Field Service Management

journey now and there’s no better place to

start than reading this eBook!

Thanks for taking the time to read The Ultimate

Guide to Transforming Field Service Management.

We’re confident this guide will help you on your

journey to delivering an effective field service

management solution within your business.

According to Gartner, the Field Service Management

application market is continuing to grow 20% per

year with over 20 million field technicians operating

globally.

Choosing the most suitable field service

management solution is an important business

decision, whether you’re looking to increase

productivity, save on costs, improve compliance

around KPIs and customer satisfaction or provide

a consistent service delivery. It is important to

review what type of capabilities a field service

management solution has to offer such as

managing demand, planning work, informing and

enabling field-based engineers to complete their

jobs and perform analysis against data generated.

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Organisations are turning towards Field Service

Management technologies to help them save on

costs, increase the capacity of their workforce, assure

compliance with standards and ultimately deliver a

great service to their customers.

According to Gartner’s Magic Quadrant for Field

Service Management report, the term “Field service

management (FSM) is a discrete market within the

broader customer service and support software

market. Field service providers (FSPs) typically

dispatch technicians to remote locations to provide

installation, repair or maintenance services for

equipment or systems. They may manage, maintain

and monitor these assets under a predefined service

or maintenance contract.” These principles not only

apply to the field service industry but across a range

of different markets including many local government

services, facilities management, transport, housing

and health and social care.

Field Service Management software helps businesses

to schedule, allocate and dispatch their mobile

workforce for services out in the field. It enables the

improved management and control of all elements

that are related to the provision of field-based

services. It provides organisations with the ability to:

Have an increased visibility and understanding

of all assets and detect any issues or potential

actions that may be required

Better manage work orders, associated costs

and increase visibility of ongoing work

More efficiently assign required work to their

workforce

Control the usage and ordering of materials

Empower staff with all information and

equipment required to effectively deliver the

service

Enhance the interaction between an

organisation and their customer

What is Field Service Management?With technology now enabling organisations to deliver effective digital innovation strategies that transform how services are delivered, the term Field Service Management is becoming ever more prevalent.

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On the whole the Field Service Management

industry is a rapidly moving marketplace which is

constantly innovating and enabling organisations

to experience continuous transformation.

However, many organisations are so far behind the

innovation curve with the technology that they are

using that they risk falling behind in their respective

marketplaces.

According to a 2018 report, the field service

management market is expected to grow from $2.56

billion in 2018 to $5.08 billion in 2023. Although

focusing on the global market, the report suggests a

growing need for improved effectiveness across field

service management in the UK. Overall the market is

being driven by mobile applications and wearables

used by field workers. Additionally, the number of

field technicians operating globally has reached the

20 million figure and is expected to grow significantly

as well. Furthermore, by 2022, Gartner state that over

50% of field service providers will offer a specialised

digital customer experience that offers a two way

communication and workflow initiation interaction via

multiple human and non-human channels.

However, despite this only 30% of field service

providers will be ready to deploy AI within their field-

based management systems. Though, AI is continually

recognised as a growing trend within the technology

and field service industries year on year.

The Field Service Management Marketplace

Field Service Market GrowthFrom $2.56 billion to $5.08 billion in 2023

Only 30% of Providersare ready to deploy AI

Currently 20 millionGlobal Field Technicians

Mobile working ensures your workforce can

communicate effectively throughout the day both with

colleagues and customers. With access to a range

of communication methods, it provides an enhanced

customer service experience. Employees can stay in

contact with customers, making them aware of any

issues which arise, for example if they are running

late for an appointment, as well as allowing them to

continuously stay in touch with office-based staff.

Access to mobile applications or remote working

enables staff to have 24/7, immediate retrieval to

all the information they would have if they were

based in the office. By providing employees with

the right tools to do their job at the point of service,

you are empowering them to efficiently record job

related information, reducing admin and unnecessary

paperwork as well as increasing efficiencies

throughout your organisation.

By making the move to mobile, organisations can gain

a competitive edge in achieving maximum efficiencies

such as increasing staff capacity and productivity and

improving compliance and customer satisfaction.

Today the rise of the mobile worker in on the increase

and will continue to grow. According to the Global

Mobile Workforce Forecast Update, the global mobile

workforce is expected to rise from the current 1.45

billion to 1.87 billion by 2022. With an increasingly

wide range of field service and mobile roles available,

the role of the mobile worker is more prevalent than

before, as is the use of mobile apps with over 75%

of organisations expected to use them by 2020 for

technical projects.

Trends in the market

Mobile

1.45 Billion > 1.87 BillionGlobal Mobile Workforce increase

3Billion Smartphone Users by 2021

OVER

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According to Gartner, SaaS remains the largest

segment of the cloud services market to significantly

grow with revenue expected to increase by 17.8%, and

reach 85.1 billion USD in 2019. By 2021 this will account

for 45% of all software options. The rise of SaaS is

more predominant than before with consumers using

subscription-based services such as Netflix, Spotify or

magazine subscriptions. Subscription based services

are fuelled by the adoption of cloud computing and

SaaS solutions which are regularly used on a day to

day basis such as Office 365, Gmail and Dropbox.

This evidently reflects that the market is growing

substantially, with the future of businesses gradually

migrating to a cloud-based model.

Moving to a SaaS based model guarantees a range

of benefits. Your organisation can ensure a smooth,

efficient transition removing the pressure to run your

infrastructure, ensuring increased capacity for your

internal IT teams and reducing physical space taken

up by servers or hardware. Additionally, staff don’t

have to worry about managing physical hardware,

upgrades, software updates or security risks,

everything is managed via a fully managed service.

As stated above, over 75% of organisations expect

to use mobile apps by 2020 for technical projects.

Additionally, there is also an increasing demand for

this type of technology to be implemented from the

mobile workforce in order to enable and enhance the

way they carry out their day to day jobs. With today’s

generation now more digital savvy, there is a growing

demand not only from staff but a growing expectancy

from organisations for staff to be able to use mobile

apps and technology. Today, people want and expect

access to online services 24/7 and have the ability to

access available information on the move. Information

such on online banking apps and shopping apps.

Research shows that the rise in the mobile app market

is said to have grown due to the rise in the use of

smart phones. It is expected that smartphone users is

predicted to rise to over 3 billion by 2021.

With this in mind, field service management can be

deployed to mobile workforces and used via a mobile

app on their device enabling field workers with access

to information at the point of service.

SaaSSoftware as a Service (SaaS) is a software

distribution model in which a third-party provider

hosts applications and makes them available to

customers over the internet. Migrating services to the

cloud ensures your organisation no longer needs to

purchase bulk licences but can pay for services via a

monthly subscription fee for example, for software,

services and support.

Demand from the

Workforce75% of Organisationsexpect to use mobile apps by 2020

of your field-based workforce as well as reducing

manual procedures for office-based staff. Additionally,

AI is also a game changer for organisations in terms

of predicting when there is an issue with an asset for

example, before it occurs and therefore preventing

issues to escalate further. This works through the

implementation of IoT enabled sensors which are

deployed and trigger an event such as detecting

if the temperature isn’t working correctly in an air

conditioning unit or a lift.

Data is one of the most important elements within

field service management, with 80% of organisations

stating it is critical to meeting their strategic

objectives. However, it is what organisations do with

this data that helps improve the way their business

operates and enables them to gain efficiencies

through strategic decision making. This is where

analytics plays a significant role. Businesses can use

analytics generated from their field workforces to

help improve on performance throughout all areas

of their organisation. Furthermore, by harnessing

data from historic service delivery, analysing this

and taking advantage of AI and other technology,

it’ll help organisations make predictions and inform

decisions required in the delivery of future service.

For example, service demands versus resources, or

impacts on operational costs, as well as identify new

opportunities. By doing this, businesses will be able to

identify insights for immediate decisions, leading to a

more efficient service delivery, proficient operations

and happier customers.

The growth of technology will ultimately have a

significant impact on field service management and

how organisations operate within their business.

Emerging trends include the role of IoT and

automation within field service, AI, data and analytics.

IoT and automation within field service allows

organisations to optimise and automate processes

from scheduling, to predicting whether an asset

has an issue. For organisations, IoT provides ground

breaking improvements as IoT deployments make

delivery easier, faster and more secure for customers

by enhancing services, increasing engagement,

assuring compliance and strengthening security.

Together IoT as part of a field service management

solution ensures that work is completed not

only efficiently but it also encourages pro-active

monitoring which in the long term prevents

unnecessary work or escalated issues.

Artificial Intelligence (AI) refers to enabling computers

to perform tasks with high level intelligence. AI

is becoming more prevalent within field service

management in order to schedule and dispatch

the right mobile worker to the right job at the right

time. It works by taking into consideration a range

of constraints such as location, skill set, priority or

availability, and therefore improving the productivity

New

Technologies

20BillionIoT connected devices in use

BY2020

Challenges / Areas for improvement Vs benefits

Software as a Service (SaaS) is a software distribution model in which a third-party provider hosts applications and

makes them available to customers over the internet. Migrating services to the cloud ensures your organisation

no longer needs to purchase bulk licences but can pay for services via a monthly subscription fee for example, for

software, services and support.

Innovation in technology and transformation

Organisations are under continuous pressure to keep up with changing trends in technology in order to offer an

innovative service and stay ahead of the competition. It’s also important to stay on pace with customer technical

expertise. However, by implementing field service management, organisations can ensure they are always

evolving, technology wise, and reduce the risk of missed opportunities to connect and interact with customers.

However, businesses can ensure they are not left behind and are always ahead of the competition.

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Dealing with legacy systems

Organisations no longer need to worry about challenges

posed with legacy based systems, field service

management will put them ahead of the game. Many

field service management solutions easily integrate with

back office systems, meaning businesses don’t need

to completely replace their current system. Effective

field service management solutions are designed with

compatibility in mind, allowing your organisation to

incorporate the software into your digital strategy and

create a more seamless transition.

Being able to acquire the appropriate budget needed to invest

Organisations are increasingly under pressure to deliver more with less, however by

implementing field service management technology, businesses will be able to benefit

from cost effective efficiencies and reduce overall spend. Businesses can benefit from

costs savings associated with reducing paper-based processes as well as optimising

job routes, which reduces travel time for field-based staff and increases their capacity

and productivity to complete more jobs. Field Service Management delivers high value

and a positive return of investment.

Dealing with change management

By equipping staff with the appropriate technology to carry out their job, the field

workforce is empowered to deliver a market leading service as they are equipped with

all the information and equipment they need to successfully undertake the work that

is required of them in a manner that complies with their company’s standards. Staff

no longer need to complete cumbersome paperwork, travel or ring back and forth

to the office, these tasks are significantly reduced and by implementing field service

management technology, productivity is improved. By implementing technology to

improve working processes, staff are able to effectively undertake their role, while

improving work / life balance.

However, field service management offers a range of benefits for the organisation,

its field staff and the customer which provides benefit to all and helps solve these

challenges. Organisations have an increased understanding of the current situation

of work. Being provided with detailed visibility of assets and how services are being

delivered means they can have confidence that everything is how it should be, while

also controlling costs and maximising productivity.

Customers receive an improved service that is delivered in a timelier manner. With

improved interactions between the organisation and their staff, customers are

provided with an enhanced experience and an increase in confidence that they are

receiving a quality service.

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C A PA C I T Y

33%Increase in workforce capacity

Totalmobile is a “system that gangs and

operatives want to use. It makes their lives

easier, it makes their jobs quicker, and they can

get on with the work they need to do”

Tim Edwards Chief Product Officer

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CO N S I S T E N C Y

50%Improvement in customer satisfaction

CO S T

25%Reduction in operational costs

Cost savingsStreamlining processes such as how work is assigned,

resolved and reported on helps reduce overall

costs. Field service staff are able to access their

appointments on the go, no longer having to return

back and forth to the office each day and so reducing

costs associated with travel and completing paper-

based processes.

With a manageable and efficient workload, mobile

workers are able to complete more consistent and

compliant work, resulting in businesses being able

to reduce their reliance on temporary agency staff as

their own staff are able to meet demand.

By meeting KPI and SLA requirements, organisations

avoid the risk of any associated fines.

Field Service Management solutions deliver a range

of benefits that deliver a step change in performance,

empowerment and control. Below we look further into

how these can benefit your organisation.

PerformanceUnlock productivity gains and generate cost savings

while delivering the highest standard of service. With

a more efficient field workforce, service delivery is

completed more effectively, consistently and on a

first-time basis, increasing your quality of service, and

your service users’ satisfaction.

EmpowermentProvide all insights required in the field to enable

employees to focus on outcomes. Staff are

empowered with the ability to capture information at

the point of service, capturing photos and signatures,

as well as retrieving customer and job information

all from their mobile device. By reducing admin and

travel time, they are empowered to deliver a more

streamlined service.

ControlHarness real time accurate data, assuring compliance

and respond to changing environments. Organisations

can begin to spot trends gathered from field service

data, enabling them to react quickly and prevent

problems, before they even develop as well as

adhering to compliance regulations.

By driving improvements in performance,

empowerment and control, organisations can start to

experience significant benefits.

Benefits of

Field Service Management

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Community friendlyBy reducing paper-based processes and having access

to information via an easy to use, real time solution,

organisations can ensure they are effectively reducing

manual paper processes and unnecessary travel,

therefore improving the working processes and the

impact they have on the environment.

Increased capacityWith access to work orders, schedules and

information in real time, field engineers are able to

complete more jobs in a day, ultimately increasing

their capacity.

Field staff can access job details and historical notes

without delay, resulting in the job being completed the

first time, reducing the need for repeat or second visits

and creating additional capacity in their day.

Improve customer experienceWith access to information at the point of service,

field-based staff are more informed and able to work

efficiently, completing jobs first time, they can provide

a consistent level of service. Mobile workers are able

to keep the customer informed at all stages of the

visit through communications such as ‘worker on the

way,’ status updates. With a more efficient workforce,

service delivery is completed more effectively,

increasing the quality of service and service users’

satisfaction.

Assure complianceField workers can capture information directly from

their mobile device such as signatures and images,

not only providing evidence of work completed but

providing the service user with a visual history of the

work. All information is securely stored and synced

to back-office systems ensuring that records are up-

to-date and compliant at all stages. Further to this all

information can be evidenced on a later date to prove

service delivery and compliance. increaseThe quality of your service & service

users’ satisfasction

“View from the

Expert

Despite all the information you have read in this eBook, sometimes the best guidance you can get is to speak to

someone with experience in implementing change on multiple occasions across various field service management

projects.

In our view from the expert, we speak to Totalmobile’s Chief Product Officer, Gareth Tolerton on his views on the

Field Service Management market and upcoming trends within the industry. With over 20 years’ experience, Gareth

has worked on countless mobile and field service management projects, as well as been involved in countless

forums and projects to help uncover what exactly makes a great Field Service Management solution.

By setting, managing and adhering to KPIs, you are

then orientating your service to drive benefit to the

customer. While automating the service in an efficient

manner, the focus of service delivery should be

delivered in the interest of the customer. However, in

order for this, you need to deploy digital channels.

Another important aspect is the actual field service

workers who are delivering the service. In order for

them to carry out their day to day role, they need

to be fully equipped with the tools to do so. By

empowering them with the correct device and user-

friendly software, you are providing them with access

to information to do their job right. Ultimately, this

empowers field service staff to provide service users

with the highest quality of service.

Finally, the role of IoT and automation is becoming

more important as it is transforming how field service

management is delivered. It analyses information,

enabling automated job allocation and drives

efficiencies for organisations. However, despite

this, deploying sensors within other organisations’

assets can cause issues around ownership of and

responsibility for assets, which can be built into

contracts and difficult to overcome quickly.”

What would you consider as the most important aspects of delivering an effective FSM service?

“I think the most important aspect is the customer,

basing the user experience entirely around them and

ensuring organisations are always focusing on the

interest of the customer. Whether that’s continually

communicating with them, perhaps updating them on

the status of a boiler repair or keeping them informed

of a patient appointment change. It’s important to

keep them informed and make them feel they are part

of the end to end process. The customer essentially

has to trust the service you are delivering, therefore

in order to gain and retain that trust, they need to

have complete transparency over the service they are

receiving.

Through Field Service Management, we’re trying to

automate processes, to prevent faults happening in

the first place, so it’s crucial to have a more adaptive

scheduling and appointment booking service in place.

By doing so it will help organisations meet the needs

of their customers.

Gareth TolertonChief Product Officer

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“View from the

Expert

What do you think are the upcoming future trends in FSM?

“In terms of future trends in field service management, I think there will be more of a focus on AI. AI is something

that has been about for a while and is continually talked about, however, we’re now progressing refinements

in technology. The delivery of field service isn’t yet fully harnessing the available technology, so I think AI going

forward will deliver better use in using algorithms to optimise the service and to predict things, as well as deal with

the distribution and allocation of resources. At Totalmobile, we’re working to use the data of our products and the AI

capabilities of Azure to give our customers more advanced solutions.

Again, referring back to IoT, this is another future trend that will continue to automate processes and combined

with field service management, it will allow issues to be detected earlier and the appropriate action to be taken.

Ultimately again increasing efficiencies for organisations in terms of saving significant costs and resources for

both the organisation and the customer.

The one significant trend which will continue to grow is the use of data and how it will continue to transform

businesses decisions. We talk about data being the new oil with the data and analytics industry expected to grow

significantly within the next five years.”

Gareth TolertonChief Product Officer

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“We talk about data being the new oil with the

data and analytics industry expected to grow

significantly within the next five years”

Gareth TolertonChief Product Officer

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Totalmobile is a market leader in field service and mobile workforce

management technology, helping organisations deliver more service of the

highest quality and at a reduced cost.

Our SaaS software transforms field service management by optimising and

enabling front-line workforces. It streamlines key processes and harnesses

innovative technologies to deliver a step change in:

Introduction to

Field Service Management from

Management controlEnhanced visibility, more flexibility, compliance assurance and accurate reporting.

Mobile worker empowerment Digital insights and tools, lower admin burden, improved job satisfaction.

Field service performanceIncreased capacity and productivity, reduced costs, higher service levels.

With a comprehensive product suite that includes mobile working,

dynamic job scheduling, IoT enabled job creation, job management and

business analytics, we provide field service management organisations with all

they require to drive improvements in process and deliver transformational benefits.

We provide a suite of core products that provides organisations with a leading Field Service

Management solution, leading to an increase in workforce capacity, cost efficiencies, compliance

with standards and the overall customer experience.

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IoT Enabled Predictive Job Creation

SenseSense from Totalmobile provides IoT technologies,

including connected sensors and rules engines that

allow the creation of work to be automated and

assigned without the need for human intervention.

Dynamic Workforce Scheduling Solution

OptimiseOptimise from Totalmobile offers a dynamic scheduling

solution that ensures the efficient allocation of resource,

enabling organisations to achieve complex scheduling goals

while taking time, location, availability and service levels

into consideration.

Cloud Based Job Management

ConnectConnect from Totalmobile is a cloud based and

intuitive job management solution that provides

visibility and control of complex tasks, enabling

the streamlined delivery of work.

Mobile Workforce Management Solution

MobiliseMobilise from Totalmobile is a mobile working

solution that empowers your mobile workforce

with the ability to capture intelligent data

and access the information needed to deliver

services effectively, first time.

Data Analytics and Business Intelligence

InsightInsight from Totalmobile is a data and analytics

solution that provides organisations with access

to rich data and deep insights into your mobile

workforce and its delivery of work.

What we deliver:

Government> £1,000,000 millions saved through reducing operational costs

> 33% increase in time staff spend delivering service

> £600 reduction in fuel costs per mobile worker per year

Health & Social Care> 31% more face to face time with patients

> 100% of patient visits outcome successfully

> 61% clinical record input time

Utilities and Infrastructure> 29% increase in time delivering service

> 100% compliance with health and safety standards

> 24% more jobs completed per day

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Work with

Transport & Logistics> 52% reduction in SLA breaches

> 33% increase in staff productivity

> 15% scheduling efficiency saving

Facilities Management> 23% reduction in the cost of service delivery

> 100% compliance with all KPIs

> 35% increase in delivering required services

Housing and Property> 28% increase in repairs and maintenance productivity

> 21% increase in turnover

> 35% more jobs being completed every day

To transform how field services are delivered,

organisations must look to drive enhancements in all

areas that are related to the delivery of field based

services. These core areas include:

Understand your assets

Manage upcoming work

Effectively schedule work

Empower the workforce

Data at the coreer

So, where are you now on your Field Service

Management journey? Now is the time to instrument

change in order to achieve the full benefits of an

innovative Field Service Management solution.

Need a little help getting started? At Totalmobile,

we’d be happy to help. Contact us today for further

information.

Ultimately Field Service Management means organisations need to take a holistic approach to improving the planning, delivery and analysis of how they are delivering field service to their customers. As well as capabilities which Field Service Management has to offer, when reviewing a supplier, organisations must also consider the suppliers product breadth and innovation, integration and most importantly their dedication to customer success.

Ultimately Field Service Managemen

Conclusion

London OfficeBrettenham House

Lancaster Pl

London WC2E 7EN

info@totalmobile.co.uk

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Belper

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Bury St Edmunds Office22 Park Farm

Fornham St,

Genevieve

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+44 (0) 1284 330 164

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