Enter Mendy’s grand idea: Calling me and learning about field service management software

“Shloimy’s on his way to Deal, Menachem’s doing drop-offs in the Catskills, Avrumi’s dropping someone off at JFK, and Shimmy… honestly, I can’t keep track anymore!” Heshy, the owner of Swifty, a heimish car service company, threw up his hands. “I just need someone — anyone — to pick up Mrs. Lefkowitz from her daughter in Lakewood and get her back to Boro Park. Why does this feel like an advanced Sudoku puzzle?”

Mendy, Heshy’s ever-patient assistant, cut in. “Listen, Hesh. The Lefkowitzes are regulars. And you know their mechutan’s making a wedding in Toronto next month — they’re definitely going to need us for that. We can’t drop the ball now. I know we don’t usually do last-minute calls, but they’re desperate. Let’s figure this out.”

Heshy sighed and pulled up Google Maps. “Okay, from Deal to Lakewood — 44 minutes, but Shloimy’s not even there yet. Catskills to Lakewood is three hours — forget it. JFK to Lakewood, two hours… maybe Avrumi’s our best bet since he lives in Boro Park anyway. But how do I know who can get there fastest?” He groaned. “I guess I’ll just ask the chevreh who wants the job and figure it out from there. What else can I do?”

He didn’t realize Mendy was still on the line until his assistant responded to the rhetorical question. “There’s probably a better way to handle this. I’m going to look into it.”

“Knock yourself out,” Heshy muttered, half-chuckling. “You think you’re solving the world’s problems? Be my guest.”

Enter Mendy’s grand idea: Calling me and learning about field service management software. Skeptical at first, Heshy was soon convinced — and maybe even a little impressed.

Field Service Management (FSM): What, Who, and How

What Is FSM?

FSM software is like a personal assistant for companies that send employees to provide services at client locations. Think of it as a project management software cousin but customized for fieldwork. It keeps track of clients, schedules, and services, and even optimizes routes to make your life easier.

Who Benefits from FSM?

If your business involves going to your clients instead of them coming to you, FSM is your new best friend. We’re talking technicians, plumbers, painters, movers, electricians, and, yes, driver services like Heshy’s. If your team is constantly on the road, FSM is the GPS for your business logistics.

What Are the Key Features of FSM?

FSM organizes everything into neat tabs:

• Clients: Stores client info for easy access
• Job Requests: Books appointments and assigns tasks
• Services: Tracks what you
• Calendar: Schedules jobs efficiently
• Parts: Tracks the supplies you need
• Map: Optimizes routes to
• Analytics Dashboard: Offers real-time insights into performance metrics like on-time delivery, driver efficiency, and client satisfaction
• Mobile Access: Most FSM platforms have mobile apps, allowing drivers to receive updates, mark jobs as complete, and communicate with dispatch — all on the go

In Real Time

“Spell it out for me,” Heshy said, when he and Mendy had finally made it to my office for a consultation. I relished the opportunity.

“Picture this: Mrs. Lefkowitz calls for a ride. You open the FSM platform and enter her info — basic stuff. Then you create a job request, noting the pick-up time, pick-up location, and destination. You link this request to Mrs. Lefkowitz’s client profile, so everything is in one place.

You can assign the job to a driver right then, or at the end of the day, or whenever you review all the job requests in the calendar. Then, using the map, you assign routes to your drivers in the most efficient way — like solving a puzzle but with way less stress.

“FSM’s mobile app would allow drivers to see their assigned jobs, report any issues, and mark jobs as completed in real time. Plus, you could use the analytics dashboard to track performance, ensuring everything runs smoothly. When the ride’s done, you can send an invoice and accept payment right through the platform. No more guessing who’s available or chasing payments.”

Heshy was quiet for a moment.

“This sounds great in theory, but having everyone on a system and updating it… I already see the nightmare coming true. My guys are drivers, not tech people.”

“Then let me tell you the best part,” I interrupted before he shot down the whole concept. “Everything is synced. Imagine this: You’re managing your team, and your FSM ensures that the moment you update one aspect of the system — like assigning a driver to a job — the information is reflected everywhere else instantly.

“For instance, if you assign Avrumi to pick up Mrs. Lefkowitz in Lakewood, the job request immediately pops up on Avrumi’s mobile app. He gets real-time directions, and any special client notes. No more cross-referencing emails or manually updating multiple tools. Everything is streamlined, giving you a birds-eye view of your operations while ensuring no detail slips through the cracks. Enter a new client’s details, and they’re linked to job requests, invoices, and schedules. Need to find the fastest route? The map’s got you. Want to avoid double-booking? The calendar’s got your back.”

I was out of breath at this point, but Heshy seemed placated.

“Tell me more.”

He was not the easiest sell. Okay, I appreciate that. Allows me to show off more.

How Does FSM Enhance Operations?

FSM doesn’t just organize — it optimizes. With features like automated scheduling and route optimization, FSM minimizes downtime and travel distances. It can even send clients automated updates, like, “Your driver is 15 minutes away,” boosting customer satisfaction.

Implementing FSM doesn’t just save time; it also saves money. Reduced travel time, fewer missed appointments, and better resource allocation all add up. For companies like Swifty, that means more jobs completed per day and happier clients.

“And let’s not forget scalability.” I told Heshy. His face perked up at the word. “Whether you decide to expand Swifty to other cities or add more drivers, FSM grows with the business, making it an investment in the future.”

“Wow,” Heshy finally said. “This feels like it was custom-built for us!”

Mendy grinned. “In a way, it was. FSM was designed for businesses like this — always on the move, always juggling.”

I just sat back while they sold each other on my service.

Liora Waxman is the Director of Content Strategy at TidyStack, a company that creates and sets up software/automations for businesses to perfectly fit their needs.

(Originally featured in Mishpacha, Issue 1046)