Any site service is an off-site service of the employee’s company. On-site service management is managing site services, personnel, and equipment using software, workflows, and field service management.

What does site service mean? Employees will be dispatched to a courier location to install equipment or provide services. The goal is to provide the most satisfying customer experience while maintaining service standards and improving efficiency.

Definition of field service management

Mobile workers, service technicians, drivers, home workers, and retailers are covered by site service management. The FSM solution coordinates the software of different departments (such as CRM), personnel, and assets.

Why is field service management important?

Customers don’t like delays, poor communication, or inconsistent service. Coordination between systems and employees is critical to providing the best customer service.

A business can respond faster to customer needs and internal changes with field service management software.

The current impact of field service management

The current state of field service management varies by company, customer base, employee needs, and external environments. What are Field Service Management Solutions?

FSM solutions are evolving in response to a more mobile workforce working from home. The widespread adoption of software solutions has significantly improved productivity, costs, and services.

The latest FSM software allows customers to access online tools and help desks outside business hours. Plus, information such as arrival time or service technician delays can be conveyed to customers quickly, without the hassle of phone calls or unnecessary auto attendants.

Field service management versus mobile staff management

Telephone operators include anyone who works outside of the office. Field service workers are a subset of the itinerant staff who attend to demands at the customer site.

Benefits of field service management

Improve customer service and help manage costs. Using the FSM solution helps field workers complete tasks.

Field service management has many positive consequences, including:

Organized workflow systems

Using a limited workflow can immediately impact the performance of employees (whether in the field or not). Employees must make extra efforts to coordinate work, especially when they are not in a central location. Customer service improves when you can demonstrate this connection.

Reduced documents

Physical documents may not disappear completely. However, field service management can include, for example, an electronic document management system (EDMS) to reduce paperwork and manual labour, eliminating the need for outdated file systems, titles, and materials.


A transparent and dynamic employee registration process reduces conflict, improves customer service, and reduces downtime. Customers will see shorter waiting times and a better overall experience.

Correct resource function matching

Site service management can enable more accurate staff planning. The system can identify staff strengths and assign appropriate actions, such as human capital management (HCM) while considering locations, deadlines, and costs. 

Successful completion of tasks increases efficiency. The quality of your customer service will increase with the added benefit of improving employee confidence.

Increasing staff power

Site service management tools give employees more flexibility. They can access data such as messenger information, inventory levels, and mobile software anywhere.

By costing staff and empowering them to approach issues creatively, lower costs and improve futures and innovation.

Improved Innovation

FSM systems use statistical analysis, staff and messenger feedback, and software/hardware to drive innovative developments.

The more information a system collects, the easier it is to identify where the service is needed or how long it will take to complete an action to help with further workforce planning; feedback loops naturally improve processes.

Challenges of managing the site service

Surrounding employees can face challenges dealing with the complete customer, communication, and security, even with on-site service management software.

Barriers to managing site services include:

Customer Expectations

Meeting or meeting customer expectations is always a challenge. Adopting new software can be frustrating and make messaging difficult in the first place.

However, with a well-planned implementation, the FSM solution can reduce dissatisfied customers while maintaining service levels despite the upgrade, upgrade, and staff turnover.

Optimization of service delivery

Customers expect your product or service at specific times and places without difficulty. And providing these services in the field adds another layer of complexity: traffic, new environments for technologists, jobs that take longer than expected to complete, etc. 

They can be a hassle, But FSM can help address some of these barriers and make the experience for customers and employees more positive.

Real-time communication

Quick and easy communication with employees and customers can be challenging. Consider the number of methods (text, email, website, applications) for providing information.

Site service management can provide a standard communication method to all employees in one system with all the information they need about customers, required actions, etc.

Real-time resource location monitoring

Field Service Management helps you monitor and identify field resources in real time. Keep track of tools, equipment, and vehicles and record which have recently used various items.

Increased costs

Effective management of travel expenses and monitoring equipment and tools with FSM software can help control costs. It also helps eliminate unnecessary paperwork and digitizes and automates tedious processes.

Safety and Security

Employee safety should be your priority. Mobile employees and service technicians encounter uncontrolled environments.

Site service management can help employees identify security threats and communicate with managers or customers to minimize unnecessary risks.

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