Field Service Management

What is Field Service?

Field Service manages mobile technicians who perform on-site installations, repairs, and maintenance. Siebel Field Service optimizes scheduling, routing, inventory, and workforce productivity.

Field Service Use Cases

• Installations: New fiber optic line installation, equipment setup
• Repairs: Fix network tower, replace damaged cable
• Maintenance: Preventive inspections, equipment upgrades
• Site Surveys: Pre-installation assessments

Work Order Lifecycle

1. Create Work Order: Customer requests fiber installation
2. Schedule: System assigns to available tech, books 2-hour time window
3. Dispatch: Tech receives mobile notification with address, job details, required parts
4. Execute: Tech arrives, performs installation, captures customer signature
5. Complete: Tech updates status, uploads photos, logs parts used
6. Invoice: Work order data sent to billing system

Scheduling & Dispatch

Automatic Scheduling

Optimized Routing

• System plans daily route to minimize drive time
• Example: Tech has 5 jobs today
  • Job 1 (9 AM): Address A
  • Job 2 (11 AM): Address B (5 miles from A)
  • Job 3 (1 PM): Address C (3 miles from B)
  • Lunch (2 PM): Near Address C
  • Job 4 (3 PM): Address D (7 miles from C)
  • Job 5 (5 PM): Address E (4 miles from D, near depot)
• Result: 19 miles total vs. 45 miles unoptimized

Mobile App Capabilities

• Work Order Details: View customer info, site address, instructions
• Navigation: GPS integration (tap address → Opens Maps)
• Offline Access: View jobs even without internet (syncs when reconnected)
• Time Tracking: Clock in/out per job (calculates labor hours)
• Parts Usage: Scan barcode of parts used (updates inventory)
• Photo Upload: Before/after photos, damage documentation
• Customer Signature: Digital signature capture for work completion
• Status Updates: "En Route" → "On Site" → "Completed"

Inventory Management

Van Stock

• Each tech's van has inventory (cables, routers, tools)
• System tracks van stock in real-time
• Example: Tech Bob's van has 10× fiber cables, 5× routers, 20× connectors

Parts Reservation

• When work order scheduled, required parts automatically reserved
• Example: Fiber install job tomorrow → System reserves 1× router, 50ft cable from Bob's van
• If parts unavailable, tech visits depot to restock before job

Restocking

• End of day: Tech returns to depot, replenishes used parts
• System generates restocking list: "Bob used 3× cables today, van now has 7× (restock to 10×)"

Field Service Metrics

• First-Time Fix Rate: % of jobs completed on first visit (Target: 90%+)
• Average Job Duration: Time from arrival to completion
• Utilization Rate: Billable hours / Total work hours (Target: 75%+)
• Customer Satisfaction: Post-service survey rating (Target: 4.5/5)
• Parts Accuracy: % of jobs with correct parts on van (Target: 95%+)

Example: Fiber Installation Job