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Field service management software is a requirement for companies that service their product in the field. This type of software is critical for resolving customer issues as soon as they arise, which is necessary to gain customer satisfaction and loyalty. The right field service management software will allow you to track your on-site services and requests, manage your personnel, and get deep visibility into your service operations.

Functionality

Field service management capabilities are often the highest priority within an organization. This not only applies to revenue streams, but also the best means to create customer satisfaction, resulting in increased sales and referral opportunities.

Even though these capabilities have been identified as a high priority by most organizations, it is common for field service management and related activities to be managed in separate, low-functioning, un-integrated systems – or even in Excel – which is not a good use of anyone’s time.

Organizations need to leverage ERP software to give themselves the best opportunity to successfully manage these services. Field service management software can play a major role in accomplishing this.

Field Service best practices include:

  • Work orders
  • Labor and expense management
  • Scheduling and dispatch
  • Management of replacement parts
  • Call center
  • Technician demand and supply

Benefits

Field service management software allows customers to make important decisions in less time. When quotes, configurations, estimates, sales orders, and available-to-promise (ATP) data are accessible instantly, the customer can approve and sign instantly on-site.
Immediate customer feedback is critical to being proactive with customers. If a technician can alert management of an issue in real-time, decisions can be made on whether to credit or refund the customer. This type of feedback can also expedite the process if a meeting needs to be set up, or a formal thank you to the business needs to be issued.
Always being one step ahead goes a long way with customers. Organizations can offer their customers asset management data that will help both parties capture and analyze product lifecycles.
Most companies implementing field service management software realize benefits in the following areas:
  • Technician enablement
  • Performance metrics and analytics
  • Increased customer interaction and satisfaction

Vendor Qualities

Publishers in the field service management software space need “in the field” experience and collaboration with their customers to provide best practices within their applications.

Technology and mobility are very important for service companies. Applications that are fully integrated have an advantage, but add-on service components can provide deeper functionality.

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