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FIELD SERVICE MANAGEMENT

An effective FSM system is a powerful support for utilities in facing scheduling problems and addressing the challenges imposed by digital transformation and environmental sustainability.

Field worker with tablet

WHAT THE FIELD SERVICE MANAGEMENT (FSM) IS

The term Field Service Management refers to the organisation and coordination of resources (manpower and equipment) involved in field activities. The process includes the detection of a need for an intervention, the planning and allocation of the intervention itself, the management of all information for correct execution, data sharing and reporting. Therefore the field operations area involves many business processes and must be able to integrate with the company's main business systems (ERP, GIS, EAM, CRM and others).

The key players in the FSM process are the managers of the field teams, whose main objective is to optimise the co-ordination of activities and resources, the operators who carry out the interventions on the distribution network, and the back-office personnel who assess and validate the operational and technical data coming from the field.

Person with augmented reality viewer

HOW THE WORLD OF FSM IS CHANGING

There is no doubt that the world of field activities is undergoing a significant transformation in recent years.

The issue of sustainability, the high expectations of customers in terms of timing and quality of work, the need for specialised manpower capable of performing work with a high index of complexity, and ever-evolving technology (just think of AI or augmented reality), are having a major impact on FSM processes and as a result have changed the way organisations manage their field activities.

How to deal with this transformation? Indeed, the effective management of field activities becomes crucial to keep up with the major innovative challenges of the present in order to live the future in a sustainable way.

Helmet, computer, telephone and ruler

THE IMPORTANCE OF THE FSM SYSTEM FOR COMPANIES IN THE UTILITIES SECTOR

In the world of utilities, efficient management of processes relating to field activities is essential to ensure service continuity, to manage increasingly complex and often non-programmable work, and to comply with complex regulatory requirements.

The main obstacles faced by utilities in streamlining activities come from problems with planning and allocation, communication, route management, field data collection and more.

Consequently, a good Field Service Management system, capable of collecting data from a variety of sources, becomes essential for more effective planning of activities and resources and more efficient maintenance of the distribution network.

ADVANTAGES

Real-time monitoring of the work progress and performance of operators

Optimisation of workforce activities through efficient planning of agendas and deadlines

Reduced time to repair and increased first-time resolution rate due to correct identification of technicians and equipment

Use of AI algorithms to identify optimal teams based on geographical proximity, availability and operators' skills

A mobile application for supporting operators in the field for accurate reporting of materials and manpower used for their jobs

Support in the execution of tasks with the possibility of consulting intervention history, technical specifications and cartographic information

Back office activity planning

WHY SHOULD YOU CHOOSE TWFM AS A SOLUTION FOR FSM?

The TWFM software solution, especially designed for companies in the Energy & Utilities sector, is a powerful and flexible solution that can be easily integrated into existing legacy deployments, enabling the innovation of Field Service Management processes and meeting the complex operational requirements typical of the sector. 

TWFM enables the control of the entire activity management process, from the requests, to the planning, to the control of field activities through an easy-to-use and intuitive mobile application, up to the final updating.

Would you like to discover more?

Simple and effective control over your Field Service Management operations is possible with TWFM software. Check out how!

Terranova team

DISCOVER TERRANOVA

We support companies in the gas, electricity and water sectors who need to control and manage their meter fleets and grids built up over time through different hardware providers, but also to efficiently organise the activities of field teams, without any risk or complexity, from a single ready-to-use, easily integrated and remote platform.

With Terranova's software solutions, we make it easier to deal with multiple hardware vendors and control the grid because we automate data management, which, as a result, does not require normalisation, and we reduce the margin of error in the first field operations due to a better quality of the data received.

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80% Technical & functional area
20% Management & Staff

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We’d be happy to talk more in detail about your needs and explore how we can become your ideal partner, to assist you in your business venture of innovation, digitization and sustainability