Field Service Management

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Field Service Management (FSM), also known as Field Force Automation (FFA), is an attempt to optimize processes and information needed by companies who send techs or staff "into the field" (or out of the office.) It most commonly refers to companies who need to manage installs, service or repairs of systems or equipment. Common industries include: HVAC, Network Installations, Security Systems, Construction Contractors, Medical Equipment

Field Service Management involves a combination of some or all of the following: CRM applications, work order management, dispatch, wireless technology, and historical customer service data. Field service software combines many of these functions into one unified solution. The software may also utilize databases containing details on customer premise equipment, access requirements, and parts inventory. Many Field Service Management solutions integrate with other software such as accounting programs like QuickBooks.

As a work order management and reconciliation system, every customer touch-point is recorded as part of the customer’s profile. In turn, this type of software improves field worker productivity, enhances customer service, automates paper processes, and assists with regulatory compliance.

Field Service Management Software is often referred to as:
- Service Management Software
- CMMS Computerized Maintenance Management System
- Work Order Software
- Service Order Software
- Scheduling or Dispatch Software
- Expanded CRM
- Mini ERP