Goals and challenges in field service management
Field Service Management is primarily about efficient deployment planning of personnel and other resources. The service technicians should carry out their assignments at the customer’s site reliably, confidently, and to a high standard of quality. For this, everything must be planned and documented exactly from the customer request to the service deployment of the technician.
Successful planning of operations includes not only cost-saving planning and schedulingof field staff, but also, for example, the customer management, the provision of information for and by the technician, the reporting and billing of orders.