Field service management

Field Service Management (FSM) is the process of organising and managing mobile workers who deliver services on site whether it's repairs, inspections or installations. It's widely used in sectors like facilities management, utilities, healthcare and construction.

FSM tools bring everything together in one place: job schedules, technician locations, equipment details and service history. With real-time data, organisations can improve response times, cut down travel and boost customer satisfaction.

What FSM helps you do

  • Assign the right job to the right person, quickly

  • Track technicians in the field

  • Provide mobile access to manuals, service logs and job details

  • Cut unnecessary travel with smart routing

  • Monitor performance and compliance across your workforce

Key features of FSM software

  • Smart scheduling – Assign jobs based on location, skill and availability

  • Mobile access – Technicians receive updates, upload photos and log jobs via mobile

  • Asset tracking – Manage tools, parts and service history in one place

  • IoT integration – Use sensor data to schedule maintenance before breakdowns

  • Real-time updates – Live dashboards track job progress, KPIs and SLA compliance

Why FSM matters

Field service is fast-paced and often unpredictable. FSM helps teams stay efficient and informed by reducing paperwork and delays. Whether it's improving first-time fix rates or meeting safety regulations, FSM plays a key role in delivering reliable service.

Common challenges

  • Coordinating large teams across multiple sites

  • Balancing cost-saving with quality service

  • Moving away from manual processes and spreadsheets

  • Keeping data secure while working remotely

How Concerto supports Field Service Management

Concerto's FSM module is part of its Integrated Workplace Management System (IWMS). It helps teams:

  • Schedule jobs automatically using AI

  • Track mobile teams in real time

  • Manage stock and parts with full visibility

  • Automate compliance checks and audit reports

  • Integrate IoT sensors to trigger service requests

Benefits include:

  • More efficient service delivery

  • Fewer missed appointments or delays

  • Better use of time and resources

  • Improved customer communication

  • Full visibility of workforce performance

 

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