Customer Relationship Management vs. Field Service Management

November 26, 2020

Introduction

Field service owners may confuse customer relationship management and field service management, but these two systems are very much separate.

While customer relationship management helps store customer data and convert a qualified sales lead into a customer, field service management covers the after-sale process, in which businesses must manage their team of field technicians and ensure quality service. 

What is Customer Relationship Management? 

Customer Relationship Management, or CRM, is software that helps manage all of the interactions and relations with potential and current customers. A CRM system helps businesses streamline processes, connect to customers in a more meaningful way, and improve profitability. Typically this software collects and analyzes data during a client’s lifecycle. It helps companies learn more about their target customers to better tailor solutions that fit their needs. Operationally, it helps automate the marketing, service processes, and sales aspects of a business to improve customer retention and productivity. 

How a CRM System Can Help You 

A CRM platform compiles data from any interaction through various mediums, such as phone calls, company website interactions, social media, email, chat, and marketing collateral. From these mediums, a CRM platform stores and organizes every potential and existing customer’s personal information, consumer profile, and preferences. In 2013, Salesforce reported that companies who have successfully incorporated CRM systems saw sales increase by an average of 29% and improved sales forecast accuracy by about 42%. 

Here are the main ways in which a CRM system can specifically benefit your company: 

  • Sales automation - Every CRM tool is designed to cover the complete sales cycle, from prospecting to the sale to customer onboarding. It will track sales activities to see all of the touchpoints made with the contact and enable follow-ups. 
  • Marketing automation - The goal of marketing is to increase awareness and convert a sales lead into a customer. A CRM system can automatically send out promotional materials and proposals, as well as post on social media sites or company websites. 
  • Collaboration tool - A CRM system invites collaboration by enabling other parties to share their input, allowing you to improve customer service. These parties typically include distributors, suppliers, and agents. 
  • Analyze data - A CRM platform also compiles and analyzes data, so that users can make informed decisions about their sales and marketing strategies. For example, you can record sales calls and see how your sales team is performing. Or you can view and compare the conversion rates of your promotional materials. 
  • Workflow automation - A CRM software is designed to streamline repetitive and mechanical tasks that are time-consuming, such as dialing a phone number and manually typing introduction emails. Automating these tasks frees up your employees to focus on tasks that require more attention and skill. 
  • Service automation - Customer support can be greatly automated through the use of a CRM system. Users can store FAQ templates, how to’s, and knowledge portals. 
  • Data platform - A CRM system serves as an all-in-one platform that stores all customer information, such as lead generation, customer management, and internal processes. 

What is Field Service Management? 

Field service management refers to the process of managing a company’s resources, such as its equipment and employees through the use of a cloud-based platform. Examples of tasks that field service management entails are ensuring driver safety, dispatching and scheduling jobs, managing worker activity, locating vehicles, tracking inventory, and billing. Field service technicians are skilled or specialized practitioners, sent to specific locations to repair, install, or maintain systems and equipment. 

With a service-based business, there are many moving parts that need to be kept in line for owners to manage their employees and equipment. This helps technicians complete their job more efficiently. In fact, for businesses that have made the switch to an FSM system, 79% of them could take on more visits, and 90% won more customers with their quotes. 

How FSM Software Can Help You 

Let’s take a look at how field service management software can help improve productivity in your daily operations. 

  • Dispatching and Scheduling Service Work - FSM technology helps you organize your dispatching and scheduling. Line up the schedule from most urgent to least urgent, dispatch qualified technicians who are near the job location, and stay in touch with technicians and customers in real-time to get updates on work status. Users can track technicians and service vehicles on the road as well. 
  • Generate Invoices and Billings - With a few clicks, users can generate a beautiful invoice based on a template. The details will auto-populate, so you won’t have to spend time manually entering data. Taxes, discounts, and preset rates will be automatically applied. 
  • Create Job Orders and Quotes - An FSM software allows you to generate professional quotes with a few clicks through customizable templates. Users can include their terms and conditions, quotes for their skilled trade services, fees, and coverage. Once the client agrees to the terms, the details from the signed quote will generate a work order. 
  • Inventory and Stocking - Users can track inventory and stock levels in multiple warehouse locations. You’re also able to set automatic or recurring ordering whenever stocks are low. As a result, technicians will always have access to the tools that they need to complete the job. For example, suppose a customer needs a replacement part for their AC unit—you can quickly check your inventory, respond to the customer, and send an available technician to the destination in minutes. 
  • Forecasting and Reporting - FSM tools enable users to view valuable data. In turn, the FSM service performs analytics and generates reports based on existing work orders. These reports and analytics help managers and business owners make informed decisions. 
  • Searching for Data and Documents - Paper trails can be easily lost or lead to confusion. If a previous client wants to request the same technician or maintain the equipment previously installed, it can be tough to locate if you’re trying to find the client’s paperwork. An FSM system enables users to quickly search for and locate documents and data. Within the database, client files will be digitized and saved. Users can locate previous invoices, receipts, technicians, job type, job number, and all other related documents with a simple search. 

What’s the Difference Between Customer Relationship Management and Field Service Management? 

A CRM system and FSM software are designed for two different purposes. A CRM system improves sales by building up client relations. In contrast, FSM software makes managing your business easier, helps your technicians improve their efficiency, and builds trust with your customers. 

An FSM tool helps to build repeat business and ensure everything after the sale runs smoothly. The type of software you choose depends on where your business needs the most help, which you can determine by completing an internal audit of your processes. If client relations or client acquisition needs work, choose a CRM software. If retaining customers or employee inefficiency is an issue, then opt for an FSM system. 

Let Azuga Improve Client Relations and Efficiency 

Azuga field service management system enables users to run their entire business with one platform. Azuga offers a client portal that allows customers to view order history, get direct access to field technicians, and receive real-time notifications about their work orders. Thus, the Azuga platform includes elements of both an FSM system and a CRM tool, so users get the best of both worlds.

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Customer Relationship Management vs. Field Service Management

November 26, 2020

Introduction

Field service owners may confuse customer relationship management and field service management, but these two systems are very much separate.

While customer relationship management helps store customer data and convert a qualified sales lead into a customer, field service management covers the after-sale process, in which businesses must manage their team of field technicians and ensure quality service. 

What is Customer Relationship Management? 

Customer Relationship Management, or CRM, is software that helps manage all of the interactions and relations with potential and current customers. A CRM system helps businesses streamline processes, connect to customers in a more meaningful way, and improve profitability. Typically this software collects and analyzes data during a client’s lifecycle. It helps companies learn more about their target customers to better tailor solutions that fit their needs. Operationally, it helps automate the marketing, service processes, and sales aspects of a business to improve customer retention and productivity. 

How a CRM System Can Help You 

A CRM platform compiles data from any interaction through various mediums, such as phone calls, company website interactions, social media, email, chat, and marketing collateral. From these mediums, a CRM platform stores and organizes every potential and existing customer’s personal information, consumer profile, and preferences. In 2013, Salesforce reported that companies who have successfully incorporated CRM systems saw sales increase by an average of 29% and improved sales forecast accuracy by about 42%. 

Here are the main ways in which a CRM system can specifically benefit your company: 

What is Field Service Management? 

Field service management refers to the process of managing a company’s resources, such as its equipment and employees through the use of a cloud-based platform. Examples of tasks that field service management entails are ensuring driver safety, dispatching and scheduling jobs, managing worker activity, locating vehicles, tracking inventory, and billing. Field service technicians are skilled or specialized practitioners, sent to specific locations to repair, install, or maintain systems and equipment. 

With a service-based business, there are many moving parts that need to be kept in line for owners to manage their employees and equipment. This helps technicians complete their job more efficiently. In fact, for businesses that have made the switch to an FSM system, 79% of them could take on more visits, and 90% won more customers with their quotes. 

How FSM Software Can Help You 

Let’s take a look at how field service management software can help improve productivity in your daily operations. 

What’s the Difference Between Customer Relationship Management and Field Service Management? 

A CRM system and FSM software are designed for two different purposes. A CRM system improves sales by building up client relations. In contrast, FSM software makes managing your business easier, helps your technicians improve their efficiency, and builds trust with your customers. 

An FSM tool helps to build repeat business and ensure everything after the sale runs smoothly. The type of software you choose depends on where your business needs the most help, which you can determine by completing an internal audit of your processes. If client relations or client acquisition needs work, choose a CRM software. If retaining customers or employee inefficiency is an issue, then opt for an FSM system. 

Let Azuga Improve Client Relations and Efficiency 

Azuga field service management system enables users to run their entire business with one platform. Azuga offers a client portal that allows customers to view order history, get direct access to field technicians, and receive real-time notifications about their work orders. Thus, the Azuga platform includes elements of both an FSM system and a CRM tool, so users get the best of both worlds.

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