How Utilities Are Adapting to Support Evolving Field Service Operations

Part of the benefit and challenge that the 21st century has brought is the opportunity to rethink how we do business. Rethinking requires seeing things from a fresh perspective. Technology has taught the utilities industry to be open to new ways of seeing and doing things.

Gartner’s recent industry report states, “Rapidly changing network and plant operations requirements are forcing utilities to rethink work management design and field worker mobile capabilities to better support agile, connected, cross-skilled field operations demanded by the evolving utility.”

Field service organizations adapt in various ways to ensure operations become more streamlined, efficient and customer-focused.

Implementing Effective Field Service Management (FSM) Software

Companies are implementing new work management designs with the help of technological advances that allow businesses to manage processes more effectively. Mobilizing workflow is critical, providing field technicians with real-time visibility. In addition, first-time fix rates and technician utilization are essential to improving business and bottom lines.  

Leveraging Solutions-Driven Technology

The technology that empowers field service technicians with updated information — past and present — lets managers know they are sending the right technicians to the job. Working with FSM software providers helps your investment grow in efficiency, output, and customer service. Adapting to a data-driven world takes skills and know-how, understanding how to bring solutions to projects that involve many different perspectives. It also involves listening to varying points of view and digesting how to take the best path to improved service profitability.

Streamlining Through Digitalization

Improving the service-to-cash cycle is paramount. These cycles are crucial in ensuring customers’ present, and future needs are met. It’s vital to have an invoice ready and available while on a service call. Digitalization makes task completion streamlined and intuitive and enables organizations to get paid on time. Digitalization can replace unnecessary and myriad analog steps, saving time and creating superior efficiency and less lengthy service-to-cash cycles. 

Moving From Analog to Digital

Digitalizing not only shortens service-to-cash cycles but also improves visibility and asset data. For example, through FSM systems, you can leverage technology to give field technicians a clear sense of data, such as warranties and service histories, which provide the opportunity for increased sales in addition to organizing and simplifying analog data into digital.

Shortening the service-to-cash cycle means using technology to avoid revenue loss. Gartner’s industry report recommends that field service CIOs develop an agile approach to how MWM will interact with back-office technologies while leading “a pragmatic business-focused, performance-based assessment of your current capabilities against business priorities.”

Empowering Technicians and Parts Management

Rethinking the rapidly changing business landscape also means making way for parts ordering management to flourish. Gaps in inventory can mean missed opportunities for sales and the revenue it brings in, as well as customer service issues. However, with the right FSM technology, technicians can give more accurate quotes and parts information in real-time from the field.

Business opportunities well met also mean being aware of redundancies in analog methods that prevent organizations from improving their bottom line. In these unprecedented times, managing processes means automating where you can to enhance your service-to-cash cycle and boost your service P&L.

Your field service organization must adapt to advancing technology and evolving customer demands. Gomocha’s FMP360 field service platform and mobile app will provide the tools you need to stay at the forefront of the utilities industry and gain a competitive edge. Learn how FMP360 can benefit your organization.


Nicole Foust, Jim Robinson, Lloyd Jones, Market Guide for Mobile Workforce Management Software for Utilities, Gartner, May 2022.