Service companies initiate the process of reviewing, purchasing and implementing field service management software for many reasons. Regardless of what the reasons may be, it’s important to consider several factors when choosing a perfect software. This increases the chances of success with the new system.
Get to know your business case
A field service software system that will create a difference in the organization requires an investment of money and time on the user’s part. You need to understand, document, and communicate your business case for the new system. This step is important as it helps you justify the investment and directs your vendors too. A great seller will ask you everything about your business case and do his or her best to understand your goals in details. When you clearly communicate your business objectives, the vendor will help you choose an ideal system that can help you meet the set intentions.
Engage the field technicians
The service technician you have employed do not just perform the repairs or preventative maintenance; he/she also interact with your clients and will be using the system you choose for field service scheduling. Be sure to get their opinions before buying a system. They can help you to build the business case and evaluate the software. By involving the technicians, you will reduce any form of resistance to the new system and also uncover great ideas on how to conduct things in a better way through your technicians. The technicians will also feel appreciated and motivated because they were involved in an important decision-making process in the organization.
Do not get excited and opt for a system just because the vendor has convinced you. Make some calls to companies that are already using that specific system. Ask all the questions you have in mind from communication to system usability to stability and customer support. You may also ask to talk to the operations and management users if you need more details.
Execution and training plan
It’s not easy to implement the use of field service management software. Your vendor may make it seem like a sure thing, but it isn’t. A system will bring many changes not only in the organizational management but also on how the technicians conduct their daily activities. So, an implementation and training plan has to be put in place. It will help to keep everyone updated on the changes. You can also name an implementation leader, and ensure that you communicate formally and regularly with the service team always.
Studies have shown that a field service management system will offer many benefits to the organization, technicians, and customers. All the benefits will be realized only when a suitable system is selected and implemented accordingly.