--- description: With field workers moving from one location to another, how can field service management solutions help teams keep an overview of current and future tasks? image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: The SME guide to field service management solutions in 2023 --- # Field service management in 2023: the definitive guide Canonical: https://www.capterra.co.uk/blog/3321/field-service-management-definitive-guide Published on 22/12/2022 | Written by Eduardo Garcia. ![Field service management in 2023: the definitive guide](https://images.ctfassets.net/63bmaubptoky/3dC1nqspWGRfxU52by9IX3/c2f88a732a307232fb416f2347b29d01/field-service-management-solutions-UK-Capterra-Header.png) > Managing teams that spend their days out on the road meeting customers is not always easy. But specialist field service management solutions can help with scheduling, communication, and job allocation. ----- ## Article Content Managing teams that spend their days out on the road meeting customers is not always easy. But specialist field service management solutions can help with scheduling, communication, and job allocation.In this articleWhat is field service management?How does field service management software work?What does the future hold for field service management?What to consider when choosing field service management software?In summarySince the start of the COVID-19 pandemic, there has been a lot of talk about remote working, but this mainly refers to those employees who used to work in an office and now work from home.Just as important to the UK economy —and a mainstay of small to midsized enterprises (SMEs)— are the thousands of field workers who don’t stay in one location but move around from site to site. This covers many occupations, including mobile care workers, delivery workers, maintenance technicians, cleaners, telecommunications engineers, highway engineers, and more.For organisations that employ these workers, the challenge is obvious: how do they maintain an overview of where these employees are and what jobs they are doing? Conversely, how do employees know where their next job is, what equipment they need, and what tasks they need to do?Fortunately, field service management software exists to help improve communication between SMEs and their field workforce. In this article, we explore how these tools work and how they can help.What is field service management?Field service management involves the coordination of jobs, people, information, and equipment to allow tasks to be efficiently completed away from an organisation’s main site.There are two major components to this: scheduling and communication. It is in everyone’s interest to schedule jobs efficiently. That way, employees don’t waste time travelling unnecessary distances, the company doesn’t overspend on travel costs, and customers get a faster service.Scheduling sets out a plan for how jobs in the field would progress in an ideal world. But for those times when things don’t go as planned, employees and managers need to be able to communicate effectively to resolve any issues. If a job is cancelled, for example, the field worker needs to know right away so they can re-route to the next job. And if there’s a problem on-site, the dispatcher needs to be able to send in backup.Multiply these hiccups by ten or 100, and you have an idea of the challenges facing many field service managers.How does field service management software work?Field service management software is designed to help SMEs with field service workers to manage their resources effectively and streamline communication. The ultimate goal is to make field service teams more efficient and productive and, in turn, to provide a better service to customers.Field service management tools have several defining features, which include:Dispatch management: This feature is a standard part of any business that sends workers out to jobs. Think plumbers, repair technicians, or roadside assistance. The company can track employees’ location in real time and assign jobs to them accordingly. This helps the workforce to get to more callouts in a day by following the most efficient routes between jobs.Work order management: This gives managers an overview of the jobs that need completing and helps with resource allocation, progress tracking, and budget allocation. This overview also helps when ordering parts and can lower waiting times for customers.Scheduling: A vital tool for any SME with field workers, scheduling features allow the business to plan tasks for employees or teams and update them about their schedules in real time. Some tools can also automate scheduling, so tasks are assigned to certain employees based on GPS location, skill set, or equipment, for example.Contact database: In its most basic form, field service management software contains a way to store contact details for customers. Some packages may include more advanced features to track engagement with each customer, making it similar in function to customer relationship management (CRM) software.What does the future hold for field service management?SMEs should be aware of digital field service management trends and look for solutions that will remain relevant as the industry advances.One major development is the use of artificial intelligence (AI) to predict customer needs and to intervene before service is needed. This is known as predictive maintenance. Traditionally, companies that maintain equipment usually know how long components will last and can schedule maintenance or replacements before anything breaks. This means customers experience less downtime due to breakdowns. Now, however, machinery can include sensors that detect heat and vibration within machinery and pass this data to computers via the Internet of Things (IoT). The analysed data helps companies predict when components are likely to fail, so technicians can intervene promptly, rather than at estimated intervals. This further reduces the risk of machinery breaking down unexpectedly and avoids the unnecessary cost of replacing perfectly good components  just because of a predetermined maintenance schedule.AI is also important in the development of conversational interfaces, powered by natural language processing (NLP). These are commonly seen in household smart speakers, for example. For field service teams, these are relevant as they allow workers driving to a job to interact with the software by voice, since they can’t type on their phone or tablet. Because real-time updates are one of the major benefits of field service management software, it makes sense to make them as universally accessible as possible —especially when driving makes up such a significant component of field workers’ days.Given that a big part of improving field service management is about providing better customer service, it is perhaps no surprise that software is bridging the gap between field service management and customer relationship management (CRM), resulting in hybrid solutions. Some tools may work across the full customer service lifecycle, starting and ending with a customer engagement. The customer can initiate a service request, dispatchers can book it in, and field workers can complete the task on-site all using the same software.What to consider when choosing field service management software?There are hundreds of potential field service management packages on the market, and it can be hard to know which one is right for your SME’s needs. But there are a few simple questions that can help narrow down the list of candidates.Does it have the features we need? All field service management software have a common set of core features, but many include additional functionalities that might be vital to your business —or completely unnecessary. Some are designed for certain industries, so will likely fit your needs, while others are quite general and can adapt to your business.Will it work with our existing tools? One of the benefits of a digital business is the ability to integrate different tools to streamline the way data moves around the organisation. Field service management software can work with other tools like CRM software, which may interest those wishing to improve customer relationships. But SMEs should also ensure that their chosen solution will work on their fleet of devices and that data can be transferred between systems.What hosting model is right for us? Many companies choose a cloud deployment for their field service management software. This allows them to quickly deploy solutions across the organisation without having to install and run it on their own servers. Because access is web-based, it can be especially useful for field workers, who can interact with the software from mobile devices wherever they are. However, some companies choose to keep their deployment on premises, which can offer more control of the technical aspects of the solution and usually involves a one-off cost rather than an ongoing subscription as with cloud options.In summaryField service management is a constantly changing discipline, and the right choice of software can help your SME stay ahead. As well as making basic operations, like job scheduling and communication with field workers, more efficient, modern solutions allow companies to improve customer service by predicting clients’ needs and integrating customer engagement into their field service management processes.Looking for field service management software? Check out our catalogue\! ## About the author ### Eduardo Garcia Eduardo is a Content Analyst for the UK. Providing research and digital tech tips for SMBs. MA in Journalism and in Diplomatic Studies. 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