Field Service Automation: What You Need To Know

Posted by Tinsa Harding

Tue, Aug 11, 2015

The field service industry has been revolutionized by field service automation. With its cost-efficient processes leading to reduced errors, greater productivity, and maximized profitability, it’s no wonder that more and more companies are making the investment.




Yet with all of the hype that has surrounded field service automation, why do 49% of field service organizations still use manual workforce management systems?1

In a research study conducted by Field Service News and mplsystems, both software-focused groups have found that most companies won’t upgrade to automation systems just yet because of their concerns surrounding implementation costs.2


 However, these concerns neglect to break down the costs to clearly see how a field service automation system is actually a strategic business investment.


After all, the best service providers will guarantee expertise, leadership, and strict discipline for the implementation and integration of your automation system.

Additionally, top-tier implementation specialists will also continue to collaborate and work with you beyond the completion of the finished product. 

Expert implementors will provide ongoing application software maintenance and support, user and administration training, upgrades, and more, with the intention of sustaining and building the success of your business.


To further illustrate how field service automation can reduce costs and maximize profits in the long run, we can take a look at  how current field service organizations with manual systems are using their money, and where automated systems could play a role in optimizing their business. 


In the same study by Field Service News and mplsystems, 

77% of organizations that use manual systems had 1 dispatcher per 15 field service staff members.

Now, we know that labor costs are one of the largest expenses in businesses. 

We also know that service optimization solutions can often handle more than 40 technicians at any point in time. 

With this in mind, does it make sense to invest in human capital for scheduling? Wouldn't it be better to use your human resources for jobs that are more directly related to increasing revenue?  


Organizations are right to be cautious, though, when evaluating how field service automation would fit their business’s needs and help them out in the long-term. Businesses will have many options to choose from, yet finding the best fit for your organization requires extensive thought and consideration.

 If you find yourself in need of a field service automation solution, or if you're simply starting your search,  here are some questions you’ll need to consider:

Is it a solution that’s designed for a cloud-based environment on-premise? What would be better for my business and the trends of my industry?

Is this solution compatible with existing workforce management solutions?

How much more business visibility can I get with this solution?

Does the business analytics tool suit my company’s needs for reporting KPIs for field service?

 What professional services are available with the implementation of this solution?

Is there on-going support available afterwards?


The best field service automation solutions will fulfill these qualifications by being configurable to your business’s specific needs.

 As field service technology continues to evolve, there is no denying that service optimization solutions are sweeping the field service industry off its feet with their efficient processes and fruitful results. The question for companies now is not if, but when automation systems will become an integrated part of your business model as well.



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  1. Dutta, Sumair. "Lessons Learned from Field Service Automation Implementations." ClickBlog. ClickSoftware, 18 Dec. 2013. Web. 5 Aug. 2015. <>.
  2. "Field Service Management Software Survey 2014: Results so Far..." Field Service News. Field Service News, 15 May 2014. Web. 5 Aug. 2015. <>. 


Tags: Field service management software, scheduling