2020 North American Mobile Field Service Management Customer Value Leadership Award

Field service management (FSM) is an industry that enables and supports service personnel as they travel to, and work onsite at, customer locations. FSM solutions are utilized across a broad swath of industries. Examples of field services include installation/maintenance/repair of equipment, utilities monitoring, at-home health care, construction services, insurance appraisals, etc. During the last decade, mobility has become an increasingly important component of FSM. With mobile access, field service organizations can use GPS and other technologies on their mobile handhelds (smartphones, tablets, rugged devices) to locate, manage, automate, and optimize their workers, tasks, and results anytime and anywhere.

Mobilized capabilities typically include:

• Employee location and geo-fencing
• Mapping and navigation
• Time, labor and material tracking
• Data capture, including mobile dynamic forms
• Work order and activity management
• Scheduling, dispatching, route optimization
• Invoicing and mobile payments
• Contract and service level agreement (SLA) management
• Schematics and other relevant information/knowledge
• Reporting, dashboards, and analytics
• Messaging and collaboration tools