Most businesses recognize the importance of a pre-implementation plan when it comes to business software, but many also fail to realize the importance of a post-implementation plan. Post-implementation is when the real work begins: Getting staff on board, knowing your post-sales rights, and integrating your software are just some of the challenges you can expect to face.
Field service management organizations in particular face some of the most difficult challenges, with multiple siloed departments and a dispersed and field-based workforce. Field service organizations that fail to realize the importance of the post-implementation period will suffer from software deployments that are devoid of value and will lose out on opportunities to capitalize on the product’s extensive functionality.
According to Gartner, customer experience is now the key competitive differentiator for businesses. This is also true for field service organizations. Multiple touch points throughout the field service customer journey—which are often handled through a myriad of systems and silos—can lead to a fractured customer experience.
Field service management (FSM) software can help organizations pull together the areas of the organization that are often segmented to provide a more comprehensive customer experience.
Each day, your field service technicians collect and manage hoards of paper-based form data that they then pass on to your back office staff. This leaves room for human error, lost paperwork, and processing delays.
By not using field service mobile forms to automate data collection, your business risks making significant mistakes that can hurt your business. Paper forms simply aren’t cut out to manage the unpredictable and remote nature of field service operations.
This technical analysis of field service technology is intended for IT professionals or organizations supporting field service software buying decisions in small businesses.
If a field service management software implementation project fails, it’s likely because of poor planning and execution, rather than the software itself. The field service management software market is mature; the technology is robust and constantly developing to accommodate advances such as the internet of things and artificial intelligence.
Despite the large range of field service management software for specific industries such as HVAC, pest control, and manufacturing, many prospective field service management software buyers fall into the trap of overcustomizing a solution to suit their unique needs.
Asset management is not just knowing where your assets are at any given time—it’s also about knowing how your assets are performing. If your assets are spread over a large location, however, it can become expensive to employ enough staff to cover all areas and assets.
In fact, around 55 percent of asset management costs are linked to personnel costs, mainly because of tasks that could either be automated or improved using data science.