Field Service

Why it matters in an ERP context

Field service bridges office processes and field operations. Done properly it keeps data flowing between the two, which is what makes scheduling, parts availability and invoicing agree with one another.

• Customer satisfaction: Service arrives when it was promised, with the right parts.
• Resource utilisation: Scheduling and dispatch that makes proper use of technician time and skills.
• Visibility: Real-time insight into what is happening in the field.
• Inventory control: Parts and equipment tracked against jobs rather than disappearing into vans.

The workflow

Note that this sequence ends at billing. Confirming the job is not the end of the stream — capturing parts and labour is what connects field work back to revenue.

1. 01

   Service request creation

   Raised by a customer call, or automatically by a connected device.

2. 02

   Service order management

   Generate and schedule orders against priority, technician availability and location.

3. 03

   Dispatching

   Assign the order to a technician with the detail, parts and instructions needed.

4. 04

   Service execution

   The technician performs the work and records what was done, what was used, and the customer sign-off.

5. 05

   Billing and payment

   Invoice against the completed service and process payment.

What you need in place

• Service catalogue: A defined set of services the business offers.
• Resource management: Technicians, their skills and their availability held as data.
• Inventory management: Parts and equipment needed for field work, tracked to the van and the job.
• Scheduling and dispatch: Tools that automate assignment rather than relying on a whiteboard.
• Mobile access: Applications that let technicians update job status in real time, including offline.
• Customer portal: So customers can request service, track status and pay.

Built-in or specialist?

Some ERPs ship field service capability; specialist products exist for industries whose service model is unusual. The question is not which is better but whether the specialist's advantage outweighs another integration to maintain.

• Compatibility: Whether the product integrates without extensive customisation.
• Functionality against need: Whether its industry-specific features match what this business actually does.
• Vendor support: Whether there is real support and an active user community behind it.

Industries with genuinely distinct field service models — telecommunications, utilities, healthcare equipment, heavy manufacturing — are where specialist tools earn their integration cost. Elsewhere, the ERP's own module is usually enough.

Questions to ask vendors

Metrics and KPIs to track