The #1 Field Service Management Software

Small and medium sized businesses have very similar requirements when it comes to their field service operations. Their customer support agents often act as the field service technicians themselves and are responsible for prioritizing problems, accepting on-premise service requests based on their availability and expertise,and taking charge of service delivery. 

The right service management software for small businesses acts as both a help desk and a service scheduling software, proving to be a cost-effective software solution. It enables dispatch teams to focus purely on answering customer queries and scheduling appointments by automating routine tasks. On the other hand, mid-sized businesses need a software solution that scales with their team, without overcomplicating their workflow as the teams grow larger.

• The help desk can automatically tag, categorize, prioritize and redirect incoming service requests to the service team.

• The service scheduling module can monitor and assign dispatch work orders to the right field service technician based on their workload, schedule and field service experience.

• You can setup SLA policies to ensure field workers honor deadlines and in case of an SLA breach, tickets can automatically be escalated to managers.

• The right FSM software will act as a project management tool and ensure multiple field workers do not attend the same service request.

Enterprises require their teams to coordinate with each other without impacting their efficiency. Their objective is to streamline the flow of customer information across teams and try to improve communication between teams. A good software solution for enterprises will offer stellar field service management capabilities.

• An enterprise-grade field service management software is intuitive and can manage service schedules. The software comes with filters that allow service teams to schedule work orders based on the availability of field technicians across multiple shifts, proximity to the service location, current bookings and more.

• A versatile field service management software can easily integrate with other tools to enable functionalities like end-to-end project management, CRM (customer relationship management), invoicing, service contract management, and so on.

• A good field service software solution is built by combining a helpdesk software and a field service management software into a single unit. This helps in the coordination between customer support and field service teams to  deliver a seamless customer experience.

• A good field service software needs to be compliant with industry standards for data protection like TRUSTe, ISO 27001:2013, SSAE - 16 & HIPAA, SOC I, II, III and so on. Make sure the software you choose has data centers across the globe as well as enterprise class in-product security features to help you overcome data security challenges.

Support Channels

Which channels do your customers prefer to communicate with you? Do your customers rely on self-service or they prefer to chat with your customer support agents directly? You need to ensure that the field service management software you choose allows you to extend support to your customers across their preferred channel of communication.

User Interface

With an intuitive and approachable UI that combines help desk and field service capabilities, your customer support agents and dispatchers can get started instantly. With a simplified workflow process and UI, service teams can focus on customer service, service technician experience, team efficiency and business profitability.

Pricing

The right field service management software will be a cost effective software solution to suit your business needs. Compare features, browse through reviews, or request a demo to understand if the software would integrate with your primary business tools and if it's worth the investment. Remember, a higher price doesn't necessarily guarantee quality.