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Customer Expectations Are Rising — Is Your Field Service Management System Keeping Up?

Field Service ManagementField Service Management - Solutions
  • Field Service Management, Field Service Management - Solutions

Customer expectations have shifted; they now demand speed, visibility, and a level of service that leaves no room for delays or disorganisation. In industries like field service management (FSM), where every visit is time-sensitive and customer-facing, delivering that standard consistently is becoming increasingly difficult. 

Rising operational costs, talent shortages, and compliance demands are putting businesses under real pressure. According to the Dublin Chamber’s Q1 2025 Business Outlook Survey, 76% of businesses are facing margin pressure, and 61% are struggling to attract and retain skilled staff — both of which are felt acutely in field-based industries. 

In this blog, we’ll explore how today’s challenges are reshaping the field service landscape, from rising customer expectations to operational and staffing pressures. Drawing on key insights from the Dublin Chamber’s Q1 2025 report, we’ll also highlight how OSSM, in partnership with NetSuite, is helping field service teams across Ireland and the UK.  

Why Customer Service Matters More Than Ever 

Let’s face it, field service is complex. From coordinating teams and managing schedules to tracking equipment and responding to real-time requests, every moving part must align to deliver a smooth customer experience. When just one piece falters, it can disrupt the entire process and impact how your service is perceived. 

That’s why customer service has become a cornerstone of business performance in this space. The Dublin Chamber’s Q1 2025 Business Outlook Survey revealed that more than 76% of Dublin-based businesses are under pressure to protect margins due to rising costs. In this climate, improving efficiency and strengthening customer relationships isn’t just a nice-to-have — it’s a business imperative. 

A robust field service management system can help you meet these demands by empowering teams, keeping customers informed, and delivering a level of service that builds trust, loyalty, and a lasting competitive advantage. 

The Customer Service Challenges Businesses Are Facing

The Dublin Chamber survey highlights several key challenges that are affecting how businesses deliver service: 

• Attracting and retaining talent – 61% of businesses reported this as a major issue 

• Rising labour and energy costs – 89% and 62% respectively 

• Technological advancement and digitalisation – 41% are prioritising AI 

• Compliance and regulation – 28% see this as a critical concern 

Each of these issues affects how field service teams operate — and how customers experience your brand. From delayed appointments caused by technician shortages to compliance hurdles that slow down service, the knock-on effects are real. 

Using Technology for Improved Customer Service

To overcome these challenges, businesses are embracing technology and it’s making a difference. The Dublin Chamber report found that 41% of businesses are prioritising digital transformation, including the use of AI to boost efficiency. 

Here’s how NetSuite’s Field Service Management solution can transform your customer experience: 

• Smart Scheduling & Dispatch 
Assign the right technician to the right job with intelligent scheduling tools that cut travel time and reduce delays. 

• Real-Time Customer Communication 
Automated notifications keep customers informed with live updates, estimated arrival times, and job status — reducing frustration and increasing transparency. 

• Higher First-Time Fix Rates 
With mobile access to service history, AI-powered diagnostics, and remote troubleshooting, technicians arrive prepared, increasing resolution speed and satisfaction. 

• Compliance Confidence 
From health and safety to environmental standards, the software ensures you stay on top of evolving regulations through automated reporting and certification tracking. 

Why OSSM and NetSuite Are Built for Field Service Success 

As a trusted NetSuite partner, OSSM delivers field service management software that’s designed to solve real-world challenges. 

With our integrated field service management system, you get: 

• A fully mobile solution that keeps your teams connected on-site and, in the office 

• All-in-one visibility, integrating field service with finance, inventory, and CRM 

• Drag-and-drop scheduling tools that make dispatch a breeze 

• Automated compliance tracking for peace of mind 

• Real-time data and analytics to support smart decision-making 

But beyond the tools, what truly sets OSSM apart is our deep understanding of the unique pressures facing FSM businesses today. We don’t just offer software; we partner with you to tailor a solution that aligns with your operations and goals. Whether you’re in utilities, engineering services, construction, or facilities management, our field service management solutions are scalable, future-ready, and designed to help you thrive under pressure. From initial implementation to ongoing support, OSSM ensures your teams have what they need to deliver service that exceeds expectations every time. 

Looking Ahead: Customer Service as a Competitive Advantage  

Customer expectations are evolving, and the pressure on margins isn’t going away anytime soon. But with the right tools in place, field service businesses can do more than just keep up — they can lead. 

By embracing digital innovation and choosing the best field service management software, you can future-proof your operations, boost team performance, and deliver the kind of service that keeps customers coming back. 

Ready to see how it works? Book a NetSuite demo with OSSM today and discover what’s possible. 

About the Author

Picture of Naren Sompalli

Naren Sompalli

Naren holds a Bachelor of Engineering degree from BNM Institute of Technology. As a NetSuite specialist, he is involved in implementation at OSSM, collaborating with a team of experienced consultants. Naren conducts workshops for solution implementation and delivery, providing technical support and expertise.

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Integrating Field Service Management: One System for Your Entire Business

Field Service ManagementNetSuite ERP
  • Field Service Management, NetSuite ERP

As we kick off 2025, the field service management (FSM) landscape is undergoing a change, driven by rapid technological advancements. To stay competitive, businesses must rethink how they operate in the field. In an era where efficiency and customer satisfaction are vital, integrating FSM with a company’s core operations has shifted from being a luxury to an essential strategy. 

In this blog, we’ll delve into the benefits of FSM integration, the key features to prioritise in 2025, and how NetSuite Field Service Management helps businesses enhance productivity, improve customer experiences, and achieve sustained success. 

Why Integration Matters  

Companies are no longer willing to work with siloed systems that create inefficiencies, manual workarounds, and missed opportunities. Integration allows businesses to unify all aspects of field service operations – from scheduling and dispatching to billing and inventory management – into a single, cohesive platform. 

By natively connecting to NetSuite ERP, NetSuite ensures field service teams have real-time access to job details, customer history, inventory levels, and more. This centralised data fosters quicker decision-making, better communication, and faster resolution of service requests. 

How Integration Drives Business Efficiency 

Businesses adopting integrated FSM solutions see significant improvements in efficiency. By connecting FSM to critical functions like accounting, inventory, and CRM, companies create a seamless ecosystem that supports every part of their operations. 

For example, NetSuite’s integrated scheduling tools allow dispatchers to allocate jobs effectively, using real-time data on technician availability, location, and skillsets. The result? Reduced downtime, improved resource utilisation, and higher first-time fix rates. With features like drag-and-drop schedule boards and automation, NetSuite ensures your field service operations run smoothly and efficiently. 

NetSuite Field Service Management Features 

As businesses in the field service industry look to evolve and stay competitive in 2025, there are several critical features that field service management systems must offer. NetSuite Field Service Management stands out by offering: 

1. Hassle-Free Scheduling & Dispatching 

Automated scheduling and dispatching have already improved efficiency in many businesses. In 2025, the focus is on simplifying these processes with advanced field service management solutions. Modern FSM systems will optimise technician assignments based on factors such as availability, skillset, job priority, and location. They will also consider real-time variables like traffic conditions and customer urgency to ensure faster response times and improved service efficiency. 

2. Mobile Field Service Management 

The mobile app is becoming even more indispensable in 2025. Field technicians rely on mobile field service management software to access important job details, including customer history, service issues, and available inventory. The best FSM software will allow technicians to view real-time data and update job statuses on the go. Technicians can log work performed, track parts used, capture customer signatures, and even submit invoices – all directly from their mobile devices. 

3. Asset & Inventory Management in Real Time 

Field service businesses need to manage both customer assets and inventory efficiently to reduce operational delays and costs. Integrated FSM systems will provide a comprehensive view of asset life cycles, from installation and maintenance to decommissioning or disposal. By tracking assets in real time, businesses can ensure that technicians have the correct equipment when they arrive on-site, reducing the need for follow-up visits. 

4. Seamless Billing and Payments 

One of the most significant advantages of integrating FSM with other core systems, such as Enterprise Resource Planning (ERP) systems, is the ability to automate billing. In 2025, field service businesses will rely more on automation to create accurate, real-time invoices based on completed work and used inventory. Integration between the FSM system and accounting software ensures that bills are generated quickly, reducing errors and speeding up the payment process. 

5. Advanced Reporting and Analytics 

Data analytics is becoming an essential tool for businesses looking to stay competitive. Integrated FSM software will allow businesses to track performance across all areas of their operations, from technician performance to customer satisfaction. By collecting and analysing data, businesses can identify trends, uncover inefficiencies, and make informed decisions about resource allocation, service delivery, and customer engagement. 

Benefits of Integration: A Unified System for All Your Operations 

The integration of FSM into your wider business ecosystem offers several tangible benefits: 

• Improved Productivity: With real-time data and automated processes, businesses can ensure technicians are fully equipped to handle each job, thus improving job completion rates and technician productivity. 

• Better Customer Satisfaction: Integrated systems help ensure a smoother customer experience by enabling faster service delivery, accurate billing, and proactive communication. Customers will appreciate a seamless service experience, from initial contact to job completion and follow-up. 

• Cost Savings: Integration eliminates the need for multiple, disconnected systems, reducing redundancies and lowering the costs associated with manual processes. Accurate inventory management and automated billing also help businesses save money by reducing waste and avoiding billing errors. 

• Data-Driven Decision Making: With integrated systems, businesses gain access to comprehensive reports and insights that enable better strategic decision-making, helping companies stay agile and responsive to market demands. 

Preparing for 2025: The Future of Field Service Management 

The future of field service management is here, and it’s driven by integration, automation, and advanced analytics. By adopting NetSuite Field Service Management, businesses can position themselves as leaders in their industry, offering superior customer experiences and achieving greater efficiency. 

Now is the time to embrace a unified FSM solution that aligns with your broader business strategy. With OSSM as your trusted partner, you’ll have the tools and expertise to thrive in a rapidly evolving landscape. Get in touch with our experts to see how we can help transform your field service operations.  

About the Author

Picture of Brian Doherty

Brian Doherty

Brian is an accomplished Project Manager with a background in the ERP software industry. He possesses expertise in Business Process, Sage Products, NetSuite, Requirements Analysis, and Technical Support. As the Operations Director of OSSM, a member of the Noledge Group, Brian has directly implemented or been involved in the implementation of NetSuite ERP cloud-based software in various businesses across multiple sectors.

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Improving Compliance with NetSuite’s Field Service Management Software: A Modern Approach for UK and Irish Businesses

Field Service Management
  • Field Service Management

Field service organisations across industries, such as HVAC, medical services, and facilities management, play a critical role in delivering specialised support at customer sites. From installation and maintenance to repairs and troubleshooting, these businesses face complex challenges, including compliance with stringent regulations. Failure to meet these compliance standards can lead to severe consequences, both legally and financially. 

This is where NetSuite Field Service Management software proves invaluable. In today’s regulated environment, businesses need more than just efficient operations -they need solutions that ensure compliance at every stage. NetSuite’s field service software offers UK and Irish businesses a modern, unified approach to managing field operations while safeguarding compliance with industry standards. 

The Challenges of Compliance in Field Service Operations 

Managing compliance in field service management can often feel like juggling multiple tasks. From scheduling and dispatching to inventory management and customer communications, keeping all processes compliant with regulations adds significant pressure. Many organisations rely on outdated methods like spreadsheets and manual records, which are prone to errors and inefficiency. 

In industries like environmental services and medical equipment maintenance, non-compliance can result in heavy fines, legal challenges, and damaged reputations. To mitigate these risks, companies need robust field service management solutions that eliminate manual errors, ensure all regulations are followed, and provide a transparent audit trail. 

How NetSuite Field Service Software Enhances Compliance 

NetSuite’s field service management system is a cloud-based solution designed to automate and centralise critical field operations. It ensures that all aspects of your field service – scheduling, inventory, technician dispatch, and compliance are integrated seamlessly. Here’s how NetSuite Field Service Management plays a key role in maintaining compliance:

1. Real-Time Data and Digital Records

With NetSuite Field Service, all data is captured in real-time, giving technicians access to vital job details, safety requirements, and compliance standards through their mobile devices. This eliminates reliance on paper-based forms and spreadsheets, reducing the risk of errors and creating a transparent, easily accessible digital record of completed work. 

By utilising custom digital forms and checklists, field technicians can verify that they’ve followed all required regulations. This digital record-keeping not only ensures compliance but also provides an easy-to-access audit trail, crucial for avoiding potential violations.

2. Automated Scheduling and Qualified Technicians

Ensuring that the right technician with the correct qualifications is assigned to specialised tasks is critical for compliance. With NetSuite’s field service management software, task scheduling is automated based on technician skill sets, certifications, and availability. This ensures that only qualified personnel handle critical jobs, reducing the risk of non-compliance or costly errors.

3. Health and Safety Protocols Embedded in Workflow

Field technicians often work in unpredictable environments, and safety is always a top concern. NetSuite’s field service management system enables businesses to embed health and safety protocols directly into their workflows. Technicians can receive safety checklists and complete risk assessments via mobile devices before they arrive at the job site, significantly lowering the risk of accidents and ensuring adherence to safety regulations. 

By maintaining stringent compliance with safety standards, businesses can reduce costs associated with workplace accidents, improve their safety records, and boost team morale, all while enhancing their bottom line. 

Financial Benefits of Maintaining Compliance 

Compliance isn’t just a regulatory necessity, it’s a financial one. Non-compliance can lead to costly fines, legal fees, and reputational damage. These risks are far greater than the investment required to implement a reliable field service management software like NetSuite. 

Also, by maintaining compliance, businesses can build trust with their customers and partners, improving their market reputation and ensuring long-term profitability. The benefits of NetSuite ERP go beyond just compliance, its comprehensive features can help optimise overall field service operations, resulting in a more efficient and profitable business. 

Future-Proofing Your Compliance Strategy  

As compliance standards continue to evolve in the UK and Ireland, businesses must adopt future-proof strategies that adapt to regulatory changes. NetSuite’s field service software not only keeps your current operations compliant but also scales with your business, ensuring that compliance remains a priority as your organisation grows. 

With a unified system that connects field technicians to back-office functions like finance and inventory, NetSuite provides complete visibility and control over your operations. 

Why Choose NetSuite for Your Field Service Management?  

At OSSM, we specialise in helping businesses across the UK and Ireland implement NetSuite Field Service Management software to meet their compliance needs. As a leading NetSuite Solution Provider, we have the expertise to tailor the system to your specific requirements, ensuring your organisation remains compliant while benefiting from the full range of NetSuite ERP features. 

If you’re ready to modernise your field service operations, improve compliance, and future-proof your business, contact us today.  

About the Author

Picture of Brian Doherty

Brian Doherty

Brian is an accomplished Project Manager with a background in the ERP software industry. He possesses expertise in Business Process, Sage Products, NetSuite, Requirements Analysis, and Technical Support. As the Operations Director of OSSM, a member of the Noledge Group, Brian has directly implemented or been involved in the implementation of NetSuite ERP cloud-based software in various businesses across multiple sectors.

Sustainability And Green Initiatives

Sustainability And Green Initiatives: A Field Service Perspective

Field Service ManagementField Service Management - Solutions
Sustainability And Green Initiatives
  • Field Service Management, Field Service Management - Solutions

There’s increasing pressure on organisations across all industries to reduce their carbon footprint. As experts share more information about the environmental ramifications of corporate actions, there is a call for businesses to prioritise sustainability and be proactive in their approach to offset their carbon emissions.

One industry in particular that’s being called upon to improve its green initiatives is the field service industry. Organisations that install, repair and maintain infrastructure, equipment or technology across a range of sites can have a huge impact on the environment. Some simple changes to the way field service teams work can make all the difference to their environmental footprint. Below we have explored this in more detail, highlighting how influential field service management systems can be when organisations are going green.

The Importance of Going Green

More so than ever before, sustainability is considered non-negotiable in the business world. With climate change becoming an urgent crisis, there’s a growing need for field service providers to align their operations with eco-friendly practices. This doesn’t just mean reducing emissions or waste, it includes implementing a more comprehensive, sustainable approach. This approach should consider everything from energy usage to resource management.

When it comes to green initiatives, the stakes are high. Organisations that fall short could face financial repercussions and reputational damage. On the other hand, businesses that prioritise sustainability not only gain a competitive advantage but also contribute to global environmental protection efforts. With pressure coming from consumers, investors, competitors and regulators, there is no time like the present to make some changes to your field service operations.

Ways for Field Service Teams to Reduce Their Carbon Footprint

There are several ways field service organisations can minimise their carbon footprint effectively. One immediate change is transitioning to electric vehicles, which significantly reduce greenhouse gas emissions when compared to traditional fleets. Electric vehicles are not just a sustainable choice but also a cost-effective one in the long run, given the lower operational costs associated with electric charging.

Alongside this, using high-performing equipment can make a big difference. Not to mention, keeping equipment in the best possible condition. Efficient equipment can reduce energy usage, leading to both lower costs and a smaller carbon footprint. By integrating these easy yet impactful changes into your business operations, you can take meaningful strides toward sustainability. However, there are bigger and more effective ways to go green.

Implementing field service software solutions and enhancing transparency throughout your organizations is essential for achieving sustainability goals. Integrating specialised field service management tools into operations can result in a more holistic approach to going green. In addition to enabling your field service technicians to perform tasks more efficiently, modern software can safeguard the environment and result in more environmentally conscious processes.

Field Service Management Software is Leading the Way

Traditionally, field service management relied heavily on manual operations and paper-based systems, making it less efficient and more resource-intensive. However, software like Next Service for NetSuite has revolutionised this industry. Field service management systems offer ways to make processes not just more efficient but also more environmentally friendly. A total solution that manages your entire business can spearhead your green initiatives.

Paperless Operations

Going paperless is one effective way field service organisations can become more sustainable. Next Service eliminates the need for paper-based documentation, significantly reducing waste. Technicians can access forms and checklists through a digital platform, and they will have all of the information they need at their fingertips. Next Service can be used on mobile devices, ensuring that each service call is as efficient and environmentally friendly as possible.

Efficient Route Planning

Fuel consumption is a significant concern for field service providers, both from a cost and an environmental perspective. Scheduling and dispatching individuals or crews is made easier with NetSuite. This software can help you optimise routes, ensuring fuel efficiency is considered when travelling between customer locations. This doesn’t just reduce fuel consumption but also minimises wear and tear on vehicles, further reducing your carbon footprint.

First Time Fix

There’s nothing more counterproductive, and unsustainable, than multiple trips to resolve the same issue. When technicians have the information they need to successfully resolve problems during their first visit, it prevents the need for return trips. Field service management software will keep complete and accurate records of every customer, equipping technicians with the knowledge they need to complete the job in one go. This efficiency is good for the environment, reducing the emissions associated with return visits.

Tool and Machinery Maintenance

In addition to keeping customer asset records, field service management organisations should keep track of their own tools and machinery to optimise longevity. Receiving automatic notifications for preventative maintenance enables equipment to be kept in optimum condition. High-performing, well-maintained equipment contributes to reduced emissions and with fewer replacements required, expenditure can also be reduced.

Going Green and Investing in Field Service Management Solutions

With growing environmental concerns, field service providers should be embracing green initiatives. Specialised software like Next Service for NetSuite can be a powerful tool for organisations looking to improve their sustainability while also enhancing productivity and efficiency. The benefits of field service management solutions are impossible to ignore and the right solution enables businesses to align with eco-friendly practices without compromising on service quality. The future is green and NetSuite solutions are paving the way for a more sustainable, efficient and responsible field service industry.

If you’re interested in upgrading your field service management tools, our experts at OSSM can assist you. We can integrate NetSuite into your organisation, helping you to benefit from its best-in-class functionality. Our experienced team understands the unique challenges field service providers face and we can collaborate with you to create long-lasting cloud solutions.

We genuinely care about the outcome of each of the projects we work on and we will happily discuss your field service management needs in more detail today.

We’ll be exhibiting at this years ERP Head to Head event, where we’ll have a more detailed demonstration on Field Service Management for NetSuite.

If you’d like to attend this demo or just come and chat to a member of our team, click below to register.

Don’t forget to use promo code OSSM20 for an early-bird discount.

Prevent Injuries With a Field Service Management System

Improving Safety And Compliance With Field Service Management Software

Field Service ManagementField Service Management - Solutions
Prevent Injuries With a Field Service Management System
  • Field Service Management, Field Service Management - Solutions

Field service organisations ranging from HVAC to Medical and from Environmental to Facilities Management, provide specialised services to customers onsite, from installation and maintenance to repair and troubleshooting. There are many moving parts when it comes to managing, organising, scheduling, communicating and record keeping. While technicians go about carrying out their day-to-day jobs, it’s critical that jobs are carried out in full compliance. There’s no room for error as the consequences could be catastrophic.

Due to the nature of field service operations, it can be a struggle to keep all the balls in the air from operations and systems to finance, inventory, customer experience through to compliance. Managing all of these elements using docket books, sticky notes, whiteboards and spreadsheets is tricky at best, not to mention extremely risky, particularly when it comes to safety and compliance. It’s surprising to observe the extent at which ad-hoc systems and processes are being used by companies operating in this environment. Centralising data and automating processes to ensure that best practice is not only observed but is followed by every single employee or contractor is a must-have in today’s highly regulated environment. Purpose-built field service software can not only improve efficiency but also save organisations money across several business critical areas.

Completely unified solutions like Next Service for NetSuite are incredibly popular, their ability to cut costs and increase revenue means they have an impressive ROI for organisations of all sizes. In addition to improving things such as inventory management and customer experience, field service management software can even help to improve workplace safety and compliance. This is easy to overlook and it’s not often associated with field service systems, but staying fully compliant and reducing injuries can save organisations a considerable amount of money.

Below we have explored how you can not just enhance operational efficiencies with field service management solutions, but save money by remaining consistently compliant and safe.

Prevent Injuries With a Field Service Management System

Field technicians are often tasked with going into unknown environments to address unpredictable problems, and this can be a health and safety nightmare. There is a high level of risk associated with working in the field and it can be difficult to fully prepare for all eventualities. Two very common workplace safety challenges field service organisations face are; having to anticipate hazards at job sites and trying to prevent accidents with limited control.

There are several ways Next Service can help organisations better prepare their field staff to keep them safe whilst working. This powerful mobile field service solution provides field teams with all of the job information they need at their fingertips, removing some of the risks associated with the unknown. With several ways of collecting data, including using custom forms and questionnaires, field technicians won’t be going into work environments blind.

When data is captured and accumulated for health and safety purposes, field staff will have a better understanding of the environment they’re entering into and how they can work safely on the job site. They will know what they need to prepare for and bring with them to keep themselves safe, significantly reducing the likelihood of accidents and injuries. Field service management solutions can even be used to create checklists of safety measures that field technicians must follow, ensuring nothing important is being overlooked.

Eliminating the unknown with Next Service can reduce costs associated with workplace accidents and injuries. Keeping your team safe, wherever they may be working, can save your organisation a considerable amount of money in the long run. Not to mention, impressive safety records can help you to attract top talent and improve the customer experience, both of which can have a positive impact on your bottom line.

Prevent Violations With a Field Service Management System

Staying compliant has never been easier when you implement Next Service into your operations. One of the biggest benefits of field service management software is that it eliminates paper-and spreadsheet-based processes. Using digital checklists and forms makes it easier for field technicians to prove that they have followed all rules and regulations as they carry out their jobs. Having a clear audit trail can help your organisation to avoid compliance violations.

Although there are costs associated with keeping your organisation compliant, the costs associated with compliance infractions are much higher. Not only could your organisation be issued with fines if you’re not fully compliant, but the reputational damage caused by compliance problems can be significant. By supporting compliance, field service management solutions will pay for themselves over time and, in turn, help to increase profitability.

Finding the Best Field Service Management Software

Having a unified field service management solution ensures that data flows from the technician on a job all the way back to the finance department bringing many operational benefits, not least  improving safety and compliance. This paired with the other cost-saving benefits of Next Service can enable you to take your organisation to the next level. The return on investment of a field service management system makes the up-front cost of implementing it worthwhile.

If you’re interested in field service management software and you’d like to find out more about how it can impact your operations, don’t hesitate to contact us at OSSM. As a leading NetSuite Solution Provider and Next Service Channel Partner, we have the skills and expertise to help guide you towards the best solution for your business. The right software can bring a new level of intelligence to what you do with field service metrics at your fingertips. We can help to streamline your workflows and digitize your field service business with Next Service, software built on, and for, NetSuite. 

Centralizing Field Service Management Systems

When Should You Invest In Field Service Management Software?

Field Service ManagementField Service Management - Solutions
Centralizing Field Service Management Systems
  • Field Service Management, Field Service Management - Solutions

As I work from home, I see many field service workers coming and going during the day… from plumbers and electricians to renewable energy consultants to bathroom installers. Recently, I have begun to take a more active interest in their systems. Are they using a clipboard, a phone, laptop or tablet? It’s amazing how much information you can gather by just observing.

Would it be fair to assume that the companies with the clipboards and the pens are not as professional as the companies with all the technology? I’m not sure I can leap to that conclusion just from my small amount of observation, but there are definite benefits that companies can derive by having the most efficient tools at their disposal.

Before we look at the When, let’s discuss the How? How do I know if I should change my field service management solution?

There are some obvious signs to look out for including:

Scheduling Issues

– Disconnected teams and planning

– Limited visibility of who’s doing what and when

– Repeat calls and follow-ups

– Low utilisation rates

Compliance & Safety Issues

– Manual, time-consuming, inaccurate record keeping

– Potential gaps in field staff safety procedures and protocols

Inventory Issues

– Inventory losses and shrinkage

– Slow billing

– High administrative costs

Asset Management

– Time spent locating assets

– No asset history available to field workers, resulting in extra investigative processes

– Time spent calling the office for information

Customer Service

– Low referral rates

– Customer complaints/chasing for information (location of technician, part availability etc)

– Lost revenue/credit notes

– Lost customers

Reporting/KPI’s

– Time consuming to compile/inaccurate/out-of-date

– Lots of spreadsheets

– Gaps in processes/workflows/disconnected reporting

If any of the above points are ringing some bells, the next important question is to work out the best time to change system.

When is the right time to invest in a field management solution?

In an ideal world, as soon as you grow to a certain size, you would have all your ducks in a row to change system in a nice calm and orderly fashion. The reality is that timing is never perfect, but you should look for the optimum time to switch system. Some consideration should be given to:

Busy/Quiet Periods

Is there a good time of year where you will have some breathing space to implement a new system?

But what if your business has no quiet time but is continuously getting busier?

We come across this dilemma time and time again. If you haven’t yet reached this point, then it comes down to having a robust strategy for the business. Try to align your growth trajectory with a phased system implementation that is manageable, both from a financial and a resource perspective. The tipping point might be where you have a large tender pending and if you are successful in winning the contract, you may not be able to deliver it without having the systems in place to deliver it. But what if you take the plunge and the tender doesn’t materialize?

This is where strategic planning comes in.

Understand what the next 1-3 years will look like. If your business is growing and your systems are inadequate to support this growth, then making that investment in your field service management solution can certainly help you plot and plan your growth with a greater degree of accuracy with up-to-date, real-time data.

If you have already reached this point where business is booming but your growth is being hampered by inefficient systems and processes, then this comes down to good project management and making sure the project is broken down into manageable phases with timelines that are realistic and achievable from both sides.

Resources

Having sufficient resources goes without saying, however assigning your “Key” people to the project is crucial.

The ideal scenario is to have a dedicated project team for the duration of project. They may be available on a part-time of full-time basis, depending on the size of your organisation, however having the right people with experience and skillsets is going to be a crucial success factor.

If the field service/operational system is part of a complete ERP system overhaul, then departmental representation is highly recommended for your project team.

Cut-Off

Is there a logical cut-off for the go-live?

Some customers choose month-ends or year-ends to switch over, but in reality, each customer has their own set of circumstances (internal or external) that will dictate the ideal time to change system.

Should my Field Service Management system work independently or be part of an ERP system?

I will give a slightly biased response to this question as we deliver an integrated NetSuite ERP and Field Service Management solution. NextService Field Service Management is built for and directly inside NetSuite, so you can run your entire business from one system.

Nowadays, we live in a connected world. We have the information we need when we need it. Companies can see what’s happening on the ground in their German or Australian subsidiary in real-time.

Accessing real-time project profitability across the group becomes invaluable. It makes sense that systems should facilitate data flows between departments with different users and roles accessing the data that is relevant to them. Processes and procedures become consistent and accurate with reports and KPI’s falling out in the form of dashboards and data analytics. No more spreadsheets, dis-connected processes and gaps across the organisation.

Users become more efficient, first-time fix rates shoot up, project profitability should be more predictable, customers will love working with your company and everybody is happy.

Checklist:

If you’re on the fence (no pun intended!) and are not sure about your next move, why not check out our easy-to-follow Field Service Management Checklist? It should help you to better understand what you need for:

– Mobile Work Management

– Customer Management

– Job Scheduling

– Field Service Intelligence and Analytics

Download Checklist

If you would like to have a chat about your requirements for a Field Service Management solution, get in touch with our team on sales@ossmcloud.ie or call + 353 1 811 3811

Manager Lifting Renewable Above Fossil

Reduce Renewable Energy Project Costs With Streamlined Field Service Operations

Field Service ManagementField Service Management - Solutions
Manager Lifting Renewable Above Fossil
  • Field Service Management, Field Service Management - Solutions

Among the challenges facing renewable energy (RE) companies that are manufacturing, installing, or servicing renewable sources such as wind turbines or solar panels, keeping costs down is at the top of the list. From a broad perspective, installation costs for RE businesses can be grouped into two categories: hardware and soft costs. Hardware costs are self-explanatory, including the cost of components required to harness energy—solar panels, converters, wind turbines, hydropower or biomass processing equipment, and more. Soft costs include labour, sales and marketing expenses, permitting and inspection fees, and other associated administrative costs.

A recent solar industry website published a breakdown of solar installation costs, indicating that hardware accounts for 46% of average costs, while soft costs account for 54%. These percentages vary dependent upon the RE source and scope of the project. However, one common factor remains: The initial costs of renewable energy project installation and construction, whether commercial or residential, are substantial.

How you manage the processes and data associated with such projects can reduce costs—for your business AND your customers. A logical starting point for controlling projects costs, both hardware and soft, is to identify challenges that are commonly encountered with field service operations and then explore solutions for mitigating these challenges.

Field Service Challenges That Impact Renewable Energy Project Costs

Improving field service efficiency begins with identifying the inefficiencies that may be costing your RE business time and money. In working with a multitude of customers and prospects within the renewable energy space, I have observed the following pain points most frequently mentioned by RE businesses seeking to improve field service operations:

1. Scheduling and resource planning inefficiencies

RE projects involve many moving pieces. Scheduling project managers, technicians, contractors, and even equipment can be a juggling act. When not executed properly or done using manual processes like whiteboards or spreadsheets, projects can run amuck due to a lack of visibility of data and technicians can easily get double-booked or sent to jobs without the proper supplies, inventory, and asset information. In addition, these inefficiencies can negatively impact important field service metrics, such as first-time fix rate (FTFR) and mean-time-to-repair (MTTR).

Project costs rise when planning and scheduling processes lack efficiency and utilization numbers drop—in the field and the back office. With recent labour shortages and supply chain delays, scheduling and resource planning becomes an even greater challenge requiring the most efficient use of limited resources to maximize utilization and keep projects within budget.

2. Inability to capture (accurate) data in the field

If you have technicians out in the field who are completing paperwork and bringing it back to headquarters at the end of the day, valuable data is at risk of being inaccurate due to human error or even worse, misplaced or lost. Every data point matters as companies seek to scale, improve, and use data to guide future business decisions.

I have heard customers tell me their technicians will often lose paperwork, forget to complete certain forms and fields on work orders, or fail to follow critical workflows required to maintain compliance. Such liabilities present RE businesses with increased exposure to costly mistakes and potentially very unhappy customers.

3. Lack of visibility of comprehensive job costs

Not having full visibility of all costs associated with projects can cost companies a lot of money. Without a single source from which users can view the inventory, time, and payment status associated with each job, businesses run the risk of not accounting for all the resources (inventory, labour hours, supplies) used to complete the job. Having to chase this data down and manually amalgamate it can, in turn, increase the amount of time between job completion and invoicing customers, which ultimately impacts cash flow. And even when the costs are calculated, businesses may struggle to ensure accuracy of the data if it is manually recorded by technicians in the field.

4. Poor customer experience

A poor customer experience costs businesses money in the form of opportunity cost—losing existing customers and/or not attracting new ones due to negative online or word-of-mouth reviews. When the previously mentioned inefficiencies rear their ugly heads in the form of extended project deadlines, inaccurate billing, and inconsistent communication with the customer, customers notice. If customers have easy access to provide feedback, they may do so. However, one market research firm found that 96% of dissatisfied customers will not complain, and 91% will simply not return.

Whether business owners acknowledge it or not, every member of your team and every touchpoint with customers can impact the customer experience positively or negatively. This is especially true for field technicians who are going onsite to service or repair customer assets. When technicians do not have all the information required to complete a job efficiently and accurately, the customer notices. And when technicians do not have the tools to capture new data accurately and easily, this perpetuates a poor customer experience.

The Right Technology Can Reduce Renewable Energy Project Costs

Now that we have identified challenges that impact RE project costs, I would be remiss not to mention how to overcome them and thereby reduce costs and increase profitability. At the highest level, the solution lies in identifying and implementing the right software to address and remedy the previously mentioned inefficiencies.

As you search for the right technology to accommodate your business’s unique requirements, you would be remiss to not ensure the technology you choose provides the following features and functionality to enable your business to streamline field service operations:

1. Easy scheduling and dispatch

Field service software should enable users to easily schedule jobs and dispatch technicians to these jobs. Back office and field staff should be able to easily identify available resources and the tools or inventory needed for each job. In addition, they should be able to easily communicate changes or updates to any of this information…in real-time.

2. Real-time, 360-degree data

Ensure that whatever solution you choose provides users with access to real-time, 360-degree data needed to complete jobs efficiently and accurately. The ideal solution will house all business intelligence, including not only field service data, but all financial, inventory, customer, vendor- and project-related data on one single platform. Having all this data on one platform versus having to gather it from multiple sources reduces the risk of inaccurate reporting and enables nimble business decisions.

3. Field mobility

This same solution ideally offers a mobile application that enables field service technicians to record and capture data out in the field and transmit the data in real-time. A mobile app will empower technicians to easily record data pertaining to inventory consumption, asset history, and work order status, including photo and signature capture. Such field mobility will expedite job completion, ensure accurate invoicing, and ultimately improve cash flow.

4. CRM (Customer Relationship Management) functionality

Closely related to real-time, 360-degree data, the right technology will provide users with the tools to communicate with customers clearly and consistently. Make sure the technology you choose offers the ability to identify every touchpoint with customers–from service reports sent to customers and other correspondence to customer satisfaction survey results. Access to this information empowers businesses to identify opportunities for improvement and quickly address customer dissatisfaction.

5. Configurability

Last but certainly not least, choose a solution that offers the previously mentioned features and functionality out-of-the-box but that can also be configured to meet the unique needs of your business. Be sure to inquire about whether the solution can be configured with custom fields, forms, and reports that are specific to your operations.

Why upgrade to Sage Intacct with Envisage

Ultimately, Sage Intacct offers a comprehensive solution that greatly enhances your business’s financial processes. By automating tasks, ensuring accuracy, and boosting efficiency, this accounting system can truly transform how your finance team operates. With its exceptional advantages specifically designed to address the diverse needs of different industries, investing in Sage Intacct is a wise and strategic decision.

If you’re interested in learning more about Sage Intacct, feel free to reach out to our team at Envisage. We would be more than happy to assist you in determining if it’s the right solution for your business and help with the software implementation. Our commitment is to provide you with an efficient end-to-end service, and we would be delighted to have a no-obligation conversation with you.

NetSuite + NextService FSM SuiteApp = The Right Technology for RE Field Service Excellence

Whether you are manufacturing RE assets or installing and servicing them, streamlining field service operations can offset both hardware costs and soft costs. Efficient field service management can prolong the life of assets, optimize the use of resources (time, money, and human), and turn your customers into loyal advocates of your brand.

As NextService + NetSuite experts, the OSSM and Next Technik teams provide customers with optimally implemented enterprise resource planning (ERP) and field service management (FSM) solutions. Let OSSM show you how your renewable energy business can reduce costs and increase profitability with NextService FSM SuiteApp — the ideal field service solution to enhance your NetSuite technology investment.

“We need to constantly improve. That’s what led us to NextService, and that’s what is leading us going forward as we keep finding new ways to exploit the system’s power”.

Jody Kass, Director of Field Operations at NexRev, a NetSuite & NextService Customer

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