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Consider the field service management software, the people and your organization

When choosing field service management software, consider the software, people and the organization.  The right field service management solution will enhance ROI, daily operations and employee productivity. Here are the different factors that you may consider when choosing among the available field service management software suites.

Conduct a Needs Assessment

It may be helpful to first figure out why workforce management software is needed. There are several basic reasons why field service managment softwareorganizations purchase or upgrade their current application. First, new organizations can gain an edge and establish themselves better through field service management software. Second, successful businesses that consistently expand will quickly outgrow manual systems. Spreadsheets and paper checklists simply cannot keep up with integrated technology advancements.  Automating processes like invoicing, staff scheduling, time logging and task management will save time, effort and money. Third, organizations that have reached the limited of their market growth or are experiencing problems will need access to accurate and real-time data. In today’s business environment, data is a valuable asset that helps to meet customer demands and maintain competitive advantages.

Understand the Basic Functions of Field Service Management Software

A comprehensive needs assessment will also help to establish the needed functions and capabilities of the software. User-friendliness and scalable functionality are often the top requested features in field service software solutions. Knowing the operational challenges and performance gaps with the existing system will help to narrow down which specific functions may improve ROI and service quality.

For example, work order management fucntionality may or may not be part of your CRM or ERP. Does any mobile workforce managment software or field service software need to include work order functionality? Do you homework before you select a solution.

Asset management is another function to consider. Asset managment features help manage assets on multiple sites with full job histories, works well with scheduling management, which makes it easy to oversee periodic inspection tasks and maintenance obligations.  When combined with technician part inventory, service history, manufacturing data and predictive analytics, personalized contracts can be created using field service management software complete with maintenance scheduling, improving long term equipment operations and uptime and the overal customer experience.

Look for Enhanced Functionality

The best field service management solutions will offer unique features and enhanced functionality. Visibility can be improved through forecasting and business intelligence features that help with continuous improvement activities. For example, some mobile workforce management software come with statistical tools that connect field service with self-learning intelligence collection functions. This will help to improve operations, scheduling and employee performance.  Other leading solutions offer the latest in customer engagement technologies through web portals that enable customers to engage with service companies when and how they want while understanding what's happening with their job and the tech along the way.

Many field service managers face a variety of tough market conditions and customer demands. They must successfully decrease costs, maximize productivity, control demand fluctuation and improve customer satisfaction. Some will be expected to expedite response times, stabilize geographical coverage and ensure consistent service delivery. Regardless of the problem, an integrated field service solution will help to achieve these goals.

Reporting

When evaluating field service management software, consider a solution that offers detailed, real-time reports. Analyzing service quality and trends helps management stay on top of what is happening in their business and industry. Some of the commonly requested reports include job status, inventory analysis, customer feedback, account collections and employee performance.

Costs

Depending on the features needed and the size of the operation, solution pricing among field service software providers varies. Some providers offer free versions of their programs with basic functions and limited numbers of users. These tend to be cloud-based solutions best for solo entrepreneurs with only a few staff or partners. Features like updates, technical support, and customized reporting will likely require additional payments.

Most providers use subscription-based pricing models with scalable packages. The factors that may affect the costs include the company size, mobility required, deployment type and the number of users and administrators. Training, setup fees, technical support, system customizations and storage needs may impact the costs. The software may be installed in-house, but it will likely be hosted through a web-based Software-as-a-Service (SaaS) solution. SaaS solutions tend to be popular because they offer mobility, flexibility, and scalability.

Look to ServicePower

ServicePower helps field service organizations, particularly those in consumer-facing industries, provide Faster, Smarter Field Service, on our Unified platform.

ServicePower is a unified field service management solution focused on helping companies enable field technicians to deliver an exceptional customer experience at the lowest cost. Trusted by field service organizations around the world such as GE Appliances, ADT, Johnson Controls, John Lewis Partnership, Electrolux, Mitsubishi, LG, BSH, and AIG Warranty, ServicePower is the only workforce management solution enabling organizations to efficiently manage both captive and 3rd party service providers.   Our digital technology enables improved customer satisfaction, reduces costs and generates new revenue streams.  

ServicePower is the only software vendor to also offer a fully managed network of 3rd party service providers to enable rapid and on-demand servicing at peak times and in hard-to-reach locations across North America and Europe.

For more, visit www.servicepower.com