Field Service Management (FSM)
FSM
Field service management is the coordination of work carried out away from the office — at a customer site, in a plant, or on the road. It covers scheduling and dispatching technicians, tracking jobs to completion, managing parts and assets, and reporting on the results.
Definition
An FSM system replaces the phone calls, spreadsheets and paper job sheets that most service teams start out with. Office staff see every open job and every technician's position in one place, while technicians receive their work, complete digital forms and close jobs from a mobile app.
Why it matters
Without a single system, dispatchers guess who is closest, jobs get lost between phone calls, and nobody can prove what was done on site. FSM software makes the whole operation measurable, which is the first step to improving it.
Related terms
See it working in Avchare
Avchare puts these concepts into a single field service platform — work orders, dispatch, SLA tracking and reporting.