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Myriad vendors offer field service management solutions, and different systems address the needs of different types and sizes of businesses, from small pest control or maid service companies to global enterprises in industries such as communications or manufacturing. We’ve written this buyer's guide for buyers who want to understand this complex market.
Here’s what we’ll cover:
If you have ever waited from noon to 6 pm for a representative to appear, you know the importance of a good system. This mobile field service software category helps companies schedule and track outside operations. For representatives, it provides schedules, routes, customer information, and information regarding necessary supplies and parts. Managers can schedule outside agents and resources, track customer history, and manage work orders.
Core functions include trouble ticketing, repair center, order management, SLA compliance tracking, resource scheduling, dispatching, route planning, parts inventory management, contract management, partner management, and forecasting and reporting. Advanced programs feature mobile support, failure analysis, RMA management, voice-generated customer appointment reminders, and project management.
In the customer support spectrum, these systems expand on help desk (HD) systems and overlaps customer support systems. HD systems provide applications for trouble ticketing and directed problem resolution but do not offer field-related functionality. Customer support systems may provide scheduling and inventory management or may integrate to a complete system. Some solutions also focus exclusively on one function, service dispatch software, for example.
Before starting your research, you’ll need to assess what kind of buyer you are. We believe 90%+ of buyers fall into one of the following categories:
Every year, Software Advice talks to hundreds of field service software buyers, which provides us unparalleled insight into their motivations for investing in new technology. Recently, we analyzed 597 interactions with companies evaluating field service systems to uncover the following trends. Check out a summary of the results below, or click here for the full report.
But there are two potential issues. The first is obvious: there is a potential to over-schedule reps, which decreases both their effectiveness and level of job satisfaction, and also decreases customer satisfaction since appointments are missed. The second problem is more typical of enterprise software; proper implementation, change management and adoption is required for customers to realize the true benefits.
We're able to offer this service to buyers for free, because software vendors pay us on a "pay-per-lead" basis. Buyers get great advice. Sellers get great referrals.