The set of features of field service automation apps happens to be quite similar to that of delivery management apps.

 

Field service apps typically contain the following features:

• Display a list of service tasks that are assigned to the logged in service personnel for the current day’s work.

• For each task, display a task details screen containing the name of the task, the customer information, a description of what needs to be done, the location of the customer etc.

• As part of processing a task, the service person can fill out a questionnaire or a checklist. They can also take one or more pictures of the service location or equipment to be serviced and attach them to the task. They can scan and upload documents. They can place an order for ancillary equipment right from the field. Finally they can type in the diagnosis of the problem and the steps that were taken to fix it. They can also transfer the task to another service department.

• After the task is completed, the service person can have the device generate a service completion note and take the customer’s signature on the device. As with the Direct Store Delivery (DSD) app, they can also have the mobile device generate an invoice, accept the customer’s signature on it via the mobile device’s screen, print out the invoice or service completion report to a portable Bluetooth printer and /or email it out from the device. They can even accept payment from the customer on the spot using a portable credit card swipe attachment that is connected to the device.

• The mobile device can transmit the task’s start time, completion time and GPS coordinates of the service location for auditing and for service person’s timesheet purposes.

• The app can also have other helpful features such as displaying task history, displaying service history for the customer, displaying service history for the equipment owned by the customer etc. This can be helpful to determine if there are any patterns of failure happening with a particular piece of equipment or for a particular customer or location.

 

Just as with the delivery app, a field service app should also be capable of working in the offline mode and should have a sync feature so that data that is entered in offline mode can be synced with the server when the app comes online.

 

The same kind of field service app can be adapted for a variety of service domains. 

 

While a delivery management app is typically integrated with an ERP system, a field service app can be integrated with a Customer Relationship Management (CRM) system, especially if the CRM system has the provision to do service call logging and tracking. The integration usually happens via a web service based mobile middleware server. The CRM in turn may be integrated into the ERP for doing inventory updates or for placing back-to-back orders with OEMs (for e.g. in situations where spare parts or ancillary equipment are ordered), or for raising customer invoices and labor charge computation.

 

If the CRM does not have a service call logging and call tracking facility, then the ERP needs to have this facility. In this case the end-to-end service call life cycle from call logging to service order closure and invoicing, is managed entirely within the ERP. Therefore in this situation the web service middleware server needs to talk directly with the ERP.

 

The CRM system (or ERP system as appropriate) itself typically receives service requests via one of the following three mechanisms:

1. Through a call center, or

2. Through a customer self service portal, or

3. Through a customer self-service mobile service app.

 

The following figure illustrates a system layout blueprint of a mobile technology enabled field service system.