Field service organizations are considering many different options when it comes to improving their service delivery and field service management software is generally on top of the list of options to consider. It’s a large decision to make for anyone in the service industry, as field service software is a large financial commitment and service managers and CEOs want to make sure they are getting the best value for the dollars they are going to spend.
When you think of all the aspects that are involved in exceptional service delivery, it’s not an easy decision, made even harder by the number of options available. But at the end of the day, the decision is unique to the individual needs of the organization and needs to fit their plan.
So, if you’re thinking of implementing a field service management software solution into your organization, here are some essential things to consider when making the selection process.
Is the software designed and developed specifically for field service operations?
It would seem obvious that if you’re a field service organization, you would want a software that is made for the field service industry. There are plenty of CRM, ERP and help desk software available, however, they may not be able to handle the complexity of the field service industry, such as scheduling and dispatching technicians, handling all installation projects, offering a mobile field service app for technicians in the field, and much more. That’s why getting a field service software that is design specifically for field service delivery is critical, because you want a software that is made for your industry, not one that tries to mimic what you need.
Can the field service software provide integrated capabilities for other field service functions?
Field service organizations have plenty of data and information and not all of it rests in their first service software. CRM and ERP systems hold customer and employee information and have inventory levels and parts descriptions, while accounting systems are needed in every organization to handle billing. All those systems need to work with your field service software so that they share the same information, speak the same language and aid each other, as opposed to hindering progress. You don’t want to have to open another software to utilize customer data, but you also want to have the full impact of a field service software. So, integrating the two software solutions together is a must for any field service organization who wants to streamline their entire service organization.
Can you configure and customize the field service software?
Field service organizations are not all the same, so why should your field service management software be any different? Sure, there are plenty of out-of-the-box features that every organization will use, and all service delivery is rooted in work orders, contracts and projects, but how it all works with each organization is different, and so too does the field service software have to be able to be different as well. The field service software you implement needs to have flexibility to be configured and customized the way you see fit, as it’s your organization that is using it, not someone else’s.
Does the field service software have a mobile solution for field work?
We live in a world of mobility. Cell phones are everywhere, and they are playing a large part of service delivery today. So, it should come as no surprise that most field service software solutions have a mobile field service app as well, one that comes with the ability to push work orders to the field, eliminating much of the manual work needed by technicians and subcontractors. Mobile apps should be an extension of your field service software and allow your technicians the ability to see service history, investigate inventory for parts and equipment, quote new service, complete compliance checklists and check warranty information, all from their mobile device, rather than having to call to a dispatch center for this information. It saves plenty of time during calls and allows technicians to complete service faster.
Is the field service software able to perform analytical reporting?
With every call completed, every part ordered, and every contract signed, there is useful data just waiting to reveal powerful information that can help make informed business decisions. But that data needs to be analyzed and put into useful reports, so it’s critical your field service software comes with a business intelligence tool that generates these reports, turning all this data into something that will help you make critical business decisions.
And with it being a part of your field service management software, it’s getting fed real-time data straight from the field, meaning the reports and analytics service managers are seeing in front of them are the real, up-to-the-minute numbers, and not data that is weeks or months old. It allows field service organizations to focus in on Key Performance Indicators (KPIs) and measure the success of their organization against the goals they set. Monitor first-time fix rates, average response times, profit margins, service costs and even the travel times of each technician to help improve your service delivery.
Get a field service software that is offered by a company with industry expertise
There are many things to consider when buying a field service software, but to help make your decision easier, working with a company that knows the service industry you work in will help in the transition. From HVAC to IT Services, Industrial Equipment, Facility Maintenance, and Fire and Life Safety, every industry has unique needs and challenges that need to be addressed, and only an software provide with knowledge of that space will understand how to bets satisfy your needs, while also coming up with solutions that will help drive your service delivery forward into the future with a best-of-breed field service software.