Plan
Service Call Received
Do
WorkOrder for Call Created
Allot
Call Alloted to available Technician
Act
Technician gets the Ticket
Implementation work for SRM Managers
TEAM
Suppliers
Stores
Technicians
RepairShops
ServiceDesk
Customers
TARGETS
Resolve customer issues quickly
Predict, detect, and resolve quickly
Dispatch technicians where needed most.
Enhances tools & inventory management,
Minimise failures, repairs and returns
Develop eltie team of skilled experts
GOALS
Ensure a first-time fix
Solve before customers even know
Give exceptional on-site customer experiences
Empowering Agents & Technicians
Reduce service costs
Workforce safety
ACTIONS
Service Contract SLA
Service Call Ticket
Call allotment to Technician
WorkOrder to issue inventory
Technician Call Respond
Customer Feedback and Rating
Simplify
1. Service Delivery
2. Technician working
3. Service Desk working
4. Customer Feedback
5. Customer Self Service
Automate
1. Technician Scheduling
2. Service via chatbot
3. Technician Routing
4. Technician Claims
5. Technician Budgets
Control
1. Service Delays
2. Technician
3. Service Desk
4. Service Delivery
5. Service Quality
Eliminate
1. Process bottlenecks
2. Repair/Replace Work
3. Delays in Delivery
4. Customer Complains
5. Customers Rejects
What is SRM-Service Resource Management and FSM-Field Service Management Software?
FSM systems help companies who manage installations, services, or repairs of systems and equipment, but they also benefit any company whose workers spend time in the field. Though telecommunications and cable service providers, utility engineers and inspectors, and HVAC workers are most commonly associated with field service work, the FSM user base is much broader. Mobile nurses, plumbers, maids, pest controllers, window cleaners, and any other kinds of field workers all need tools tailored to their unique challenges.
SRM systems provides Service Managers with Help Desk to Allocate Tickets and Manage Service Contracts or SLAs.
Customer Self Service Chatbot provides customer with DIY-Do It Yourself Service guide or to generate the service call/ticket online from its mobile phones.
IOT based system provides customer generate service call/ticket automatically by scanning QRCODE or NFC Tag on machine.
Field service management means juggling critical tickets, upset customers, and dynamic service routes and schedules. Furthermore, company-owned vehicles pose safety concerns, as well as fuel and maintenance costs. FSM systems promise specialized software that automates and streamlines tasks and enables executives to focus on growing the business, not managing minutiae.
Simply put, FSM software combines many functions into one unified solution that helps schedule and track field operations. At minimum, a field service management system must be able to receive service requests/calls/tickets, schedule and assign a skilled technician to the job, enable technician mobility, and provide real-time visibility into job status.
A good FSM system like MobileERP provides tools for:
1. customer appointments, ticketing, order management
2. complex scheduling and routing optimization
3. worker activity management (driver logs, time tracking, job status updates)
4. automatic vehicle location and driver safety
5. inventory, billing, accounting, and other back-office systems integration
6. Advanced programs like MobileERP offer complex document management, automated customer appointment reminders, project management, and CRM tools with deep capabilities for a single function—like dispatch—while other systems offer more generalized features like customer portals, fleet management, or call center management.
