Gartner Research

Eight Components of Successful Outsourced Field Service Management

Published: 04 May 2017

ID: G00328772

Analyst(s): Jim Robinson

Summary

Pressure on field service organizations to optimize costs and shorten lead times is prompting more experimentation with the use of external workforces to provide field service. This research identifies eight key components of FSM for application leaders looking to optimize the use of subcontractors.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Avoid Overbooking by Tracking Availability and Capacity
  • Help Dispatchers Choose the Best Subcontractor by Understanding What Skills Are Available at the Expected Time
  • Ensure Flexibility to Assign Specific Technicians or Offload Assignment of Bulk Work to the Contractor's Dispatchers
  • Ensure Mobile Apps Provide Data That Enables Subcontractor Technicians (Securely)
  • Use an Extensible Mobile App to Enable Technicians to Capture Debrief Data and Secure Site Evidence
  • Assess Tools and Technologies That Help Remote Supervisors Monitor, Mentor and Evaluate Subcontractors' Technicians
  • Develop Integrations to Enable the Exchange of Work Orders and Invoice Data With as Many Organizations as Possible
  • Evolve Your Employee Onboarding Process to Mitigate the Risks of Using Uninsured, Uncertified or Unprofessional Technicians

Case Study

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