How to Successfully Implement a Field Service Management Platform

Jun 24, 2020 7:00:00 AM | Dispatch1 How to Successfully Implement a Field Services Management Platform

Having a field services management platform is an easy way to ensure that your global IT company stays connected — whenever, wherever. Here’s how to make your rollout successful.

Choosing a field services management platform can be a big decision, but it’s one that can help improve the experience for your team and your customers. Investing in an FSM platform is just the first step, though. You also need to implement it. 

Rolling out your platform can impact how well it performs, at least at the beginning, so let us give you some guidance on how to successfully implement it. We have years of experience helping companies manage their FSM platforms, and here’s what we’ve learned.

Tips for Implementing a Field Services Management Platform

1. Begin with Your People

The beauty of having an FSM platform is that it keeps your team on the same page, no matter where they are. This feature has come in handy, especially during the COVID-19 climate, as a significant portion of the workforce is now working remotely. Whether you’re at home, in the office, or at a job site, a good FSM platform will help you stay connected.

When implementing your FSM, make sure everyone on the team is on the same page. Schedule training sessions, either virtual or in person, to show not only the benefits and capabilities of the software but also real-use scenarios. Chances are you’ll still have some people who are slow adopters, so consider creating resources they can use at their own pace to ensure they’re using the platform correctly. Above all, though, you’ll need to mandate usage in order for your company to reap the full benefits.

2. Create Your Processes

Is your company already running like a well-oiled machine? Now’s the time to look for any problem areas where projects may get stuck along the way. Think about how you can create a system around those trouble spots and outline it for your team. The more systematized you can make your processes now, the easier it will be when you implement your FSM.

As much as possible, try creating standardized systems that your team uses across the board. It might seem easy to say, “everyone should use it in a manner that  feels most natural to you!” And that might work for a while, but when someone new joins the team or when someone needs to cover for a coworker who’s on vacation, these various systems can cause problems. Decide how you want your team to use the software and teach them that method.

3. Keep Learning about the Software

Chances are you won’t know everything about your FSM platform the day you implement it in your company. That’s perfectly normal. Stay open-minded and subscribe to any training materials or sources the FSM provider offers. They may roll out new features and create training videos for their customers as they continue to improve their software. Be informed so you can pass that information along to your team.

Also, ask for feedback from the technicians on your team who are actually using the software daily. Learn what they like and which processes or steps are causing problems. Maybe they’ve even come up with a new way to track data that you hadn’t thought of before. Remember that they’re the ones using this tool all day, so their feedback is critical.

4. Seek Outside Assistance

Implementing a field service management program is an important job, but it can be overwhelming to manage on top of your normal daily tasks. Consider enlisting outside help from a company like Kinettix which has helped many businesses like yours leverage their investment in this software. We can help you through this process to ensure your implementation goes smoothly, from account creation to onboarding technicians and vendors and everything in between.

Mobile and remote capabilities are becoming increasingly important as more people are working from home. While the COVID-19 pandemic will end, it’s likely that some of the changes that came about from it will stick around — like remote work options. Having a field service management platform is an easy way to ensure that your global IT company is connected, no matter where your team is logging in from on any given day.


Bob Supinger

Written By: Bob Supinger

With over 16 years of management experience in business and Information Technology, Bob has helped Kinettix build the infrastructure required to establish itself as a true leader in global IT field services, and in particular rapid response on-site troubleshooting and repair. At Kinettix, Bob leads field services, project management and vendor development organizations. His responsibilities also include operational P&L and expense control; operational strategy and overseeing plan execution; recruiting, employee engagement and development; ongoing process improvement; and customer experience. Before joining Kinettix, Bob worked for Comcast Business, Enterprise Solutions, and Contingent Network Services. He attended Edison State and Wright State University and attained a Degree in Business in 1999. He participated in and coached collegiate athletics and is currently the president of a non-profit organization supporting youth athletic programs in the community.