How a Field Service Management Telecom software Improves the Potency of Onsite-operations?

For handling installations, repairs, and other services, telecom industry employees, be it, engineers, technicians, inspectors, workers, onsite and back-office managers, need Field service management software. The utility of such a software suite is very extensive, and it is very effective in improving the potency of onsite operations as well as customer service. Field service management software, especially designed and developed for the telecom industry is often referred to as telecom management software or simply telecom software.

Telecom software is one of the must-have tools for managers to gain visibility into all facets of field operations. It allows the manager to keep a tight leash on-field workforce and he can optimally allocate jobs among them. The software empowers the manager to address the pain-points promptly by making necessary interventions at the time of need. Such a software suite is much needed also to improve the productivity and efficiency of the field service workforce.

The software provides much-needed mobility to the field workforce, by facilitating real-time access to data, one-stop collaboration with team members, automation of routine clerical tasks, and much more. Even from the customers' perspective, telecom management software is essential because it offers the desired transparency.

Must-have Features of Field Service Management Software

There are different types of FSM software in the market, however, for a telecom company, it is essential to use FSM software that features modules for:

• Service scheduling,
• Work order management
• Route planning
• Inventory management
• Backend reporting
• Fleet tracking

Apart from these basic must-have features, other good-to-have innovative features include analytics, collaboration platforms, invoice and payment, and more.

Modern telecom management software suites are powered by the cloud and come with compatible intuitive mobile apps. Field service workers, managers, customers, and other stakeholders can install these apps on their personal mobile devices and access the features of the suite while on the move, also they can update the database with relevant data from anywhere and at any time.

The Benefits of Using a Telecom Software

Seamless job scheduling

A modern FSM suite facilitates an efficient and seamless system for managing job schedules. Once the software receives the service requests, complaints, etc, it can automatically assign the tasks in the pipeline to the nearest available agent or technician, so that the service can be delivered at the earliest.

Improves communication

With the aid of modern telecom software suites, communication becomes a more real-time affair for the field workforce. Through their mobile apps synced into the FSM suite, they get to receive automatic and timely communication such as electronic work orders, inventory updates, job-schedule reminders, and notifications, etc.

Transparency in workforce management

Field operations are usually of opaque nature, if there is poor field visibility, and this makes workforce management a thick process. But the telecom software brings in the desired transparency in the system, wherein the manager can have accurate and timely information related to field activities such as:

• Driver logs
• Time logs
• Inventory stock updates
• Job-status updates
• Travel time logs
• Logs of on-field monetary transactions, etc.

With these, the manager or the HR can keep track of the performance output of each individual worker, and make necessary interventions to redress pain-points. Having better insights into field operations, the manager can achieve more accuracy in distributing service calls among the workers, which is necessary for implementing fair incentive schemes.

Bhupendra Choudhary is Business Head of FieldCircle - a leading field service management software company.