When a contractor to a communication service company wants to improve operations, Field Service Management software is often considered.  The software centralizes and organizes many of the functions conducted.   Essentially, it boosts efficiency.

What are the key things to look for when reviewing Field Service Management software?

Here are the top six items to examine and consider in the evaluation:

  1. Service Order Management – Data Transfer – Functionality. Does the software allow for orders from the communication service company to be transferred to the field service provider in an automated fashion?   Usually, an API is used to reliably transfer the data elements to the field and keep the systems in sync.   Is this data transfer capability in place?
  2. Workforce Management. How does the software handle scheduling for associates?   Shift management, schedule changes, tracking of time are all important features to review.
  3. Fleet Management. How does the software track the fleet?   Can users schedule maintenance and repairs to their trucks using the software?   Tracking damage with the software is desirable so that all of this information is centralized and details are captured for reference.
  4. Inventory Management. Parts and equipment used to carry out orders can be tracked with the software.   Look for how parts are named and tracked.  Does the software allow for assigning specific codes and specific names for parts?   It is desirable for software to offer the ability to use different fields to display and identify parts with desired names and codes.  Pricing information associated with the parts should also be available.
  5. How does the software vendor carry out the implementation and configuration process?   Setting up the software with the proper business rules, permissions and data is critical for success.   Having an organized approach to the implementation is desired.   It is perfectly fine to ask the vendor for the implementation plan to see the steps that are to be followed.  Look for a structured process and clear timeline to reduce uncertainty.
  6. Simply put, how easy is the software to use?   Is the user experience logical and natural in its design and navigation?   This is a critical factor so that adoption is high.   And frustration is low.

By considering these steps, a field service company will make a positive difference in their business with the right software.   And the right technology partner.