As per research by Verizon Connect in 2021, across industries, 62% of firms have improved customer service after implementing Field Service Management (FSM) solutions. Going forward, your company can be a part of the statistics too. However, selecting the right FSM software for your team is a complex decision since it significantly affects your operational efficiency. There are plenty of options in the market that claim to streamline workflows and boost productivity, but the real catch is finding the one that fits your needs the best. 

Let’s look into the story of a bustling telecom company with a fleet of technicians crisscrossing the city to keep customers connected. But behind the scenes? Chaos. Dispatchers are juggling schedules, managers are trying to monitor progress, and customers are wondering when their service will be fixed. The company knew it was time to bring order to this chaos so it decided to invest in a Field Service Management (FSM) solution that promised to do it all. 

However, within a couple of months, cracks started to show. The “one-size-fits-all” approach didn’t quite fit their needs. The software was rigid, leaving no room for customization, and the interface was confusing enough to stump even the most tech-savvy technician. 

Evaluating FSM Vendors

Determined to find a better fit, the company hit the reset button. This time they conducted thorough research evaluating their needs and comparing the top FSM vendors across several parameters. 

The result was a highly customizable FSM software offering seamless integration, agility, and scalability. Consequently, managers could assign tasks, monitor progress, and keep clients informed from a single software. 

This story is a reminder: the right FSM solution isn’t just about fancy features. It’s about finding the one that fits your unique needs, adapts as you grow, and makes life easier for everyone involved.

In this blog post, we will tell you all about FSM software selection: features to look for, steps to follow, and the questions to ask before making the final decision. 

What You Will Learn 

  1. What Features To Look for in FSM Software
  2. Factors To Consider While Selecting Your Ideal Vendor
  3. Steps Involved in the FSM Software Buying Process
  4. Questions To Ask Your Vendor Before Signing the Deal
  5. How a Construction Company Chose the Right FSM Vendor
  6. The Way Forward: Custom-Built FSM Software
  7. Making the Most of an FSM System

What Features To Look for in FSM Software

FSM software is essential for your organization. But without the right features, you might struggle to yield the maximum results from your investment. So, let’s find out the must-have features in your FSM solution.

Automated Scheduling and Dispatching 

Imagine this: It’s a bustling Monday morning at your HVAC servicing company and urgent service requests are pouring in over and above the scheduled customer visits. But instead of scrambling to rearrange schedules, you’re calm, thanks to automated scheduling and dispatch.

This feature is like an in-house coordinator. Instantly assigns jobs to the right technician based on their availability, skills, and location. No more double bookings, unattended requests, delays, or frantic adjustments. The result? Higher customer satisfaction rates, happier technicians, and relief for you. 

Work Order Management 

Field service managers across industries know that keeping tabs on multiple work orders is hectic and exhausting. Imagine Jake, a construction manager, who spends his days in a frenzy, juggling calls, chasing updates, and trying to keep track of repair jobs scattered across multiple sites. Every day feels like a race, leaving him frustrated and constantly wondering, Will I ever get ahead of this chaos? 

Now picture Jake, with a work order management system and every task at his fingertip, with the knowledge of who’s assigned, the location, priority, and real-time status. This feature is the difference between scrambling to keep up and confidently running the show.

Inventory Management 

Ever had an appliance break down and not be serviced for weeks because of a missing part? Frustrating, right? Now place yourself into your customer’s shoes — waiting, disappointed, and wondering if they can count on you. The negative impact this will have on the customer’s mind is sure to throw customer satisfaction rates out of the window.

Fortunately, the inventory management feature of an FSM solution keeps your operations running smoothly by ensuring the right parts and supplies are available at the right time. You can track supplies, their usage, and reorders across locations. This avoids problems of stock shortages, excess inventory, and delayed service delivery. As a result, you earn your customer’s trust and a long-term association. 

Customer Management 

Imagine this: Sarah, a field technician, arrives at her next service call and greets the customer by name, recalling their thermostat issue from last year. The customer is pleasantly surprised, they feel remembered and valued, and their trust in your service grows instantly.

With the customer management feature, Sarah has quick access to each client’s service history, preferences, and past interactions. No guesswork, just personalized, informed service that leaves customers happy and technicians motivated. It’s a powerful way to build lasting relationships and boost satisfaction for everyone involved.

Route Optimization

Trying to reach a big-city customer at 6.45 pm sharp while navigating unknown routes amid blazing horns is no field worker’s dream. Your team needs a round-the-clock route optimization feature that is built into the FSM. 

The route optimization feature uses the Global Positioning System (GPS) to help field workers find the fastest routes. It considers factors like the technician’s location, traffic conditions, appointment timings, and job priority to minimize the travel time. This feature brings down fuel costs, provides timely service, and increases customer satisfaction. Additionally, it increases the number of jobs completed in a day.

Mobile Access

80% of field service workers say that mobile phone usage for work makes them more efficient. Mobile-enabled FSM solutions allow technicians to access work orders, update job status, create invoices, and get customer signatures, all in a hassle-free manner. This feature minimizes paperwork, reducing stress and allowing technicians the flexibility to manage tasks on the go. Customers enjoy quicker, smoother service, and technicians feel empowered and more engaged in their roles.

Reporting and Analytics 

Reporting and Analytics 

Consider a facilities management firm struggling with constant service delays. After diving into analytics, they uncovered the issue — inefficient scheduling. Wrong technician assignments, back-to-back bookings, and last-minute cancellations were slowing them down. By adjusting these processes based on data, they transformed their response times and boosted customer satisfaction.  

This is the power of robust FSM software with built-in reporting and analytics. With customized reports on metrics like first-time fix rates, customer satisfaction, and employee performance, you gain a clear view of operations, spot trends, and identify bottlenecks. With data-driven insights, you can fine-tune scheduling and make smarter, faster decisions that drive efficiency and satisfaction.

Factors To Consider While Selecting Your Ideal Vendor

Although you now know the must-have features in FSM software, additional factors can also directly influence your FSM selection process. Here is a list of what else to look out for.

Cloud-Based Solution

Consider a telecom company that extensively requires mobile access to FSM software from remote locations. Choosing a cloud-based solution will enable the company’s field workers to access and update data from any location. It will reduce service delays and minimize IT maintenance costs. It will not need expensive hosting servers and will get updated automatically with the latest features and security updates as and when they arrive. 

Cloud-based solutions ensure your team members can use the application from any device and location, making it easier to update and manage tasks in real-time. 

Industry Experience and Expertise

Imagine that you work at a facilities management company and are currently searching for FSM vendor options. Now, whom would you find more reliable—an FSM solution vendor with 12 years of experience catering to facilities management companies or an FSM software vendor with an overall experience of 16 years? 

You made the right choice if you picked the first vendor. 

Every industry has its own set of unique challenges and service requirements. Vendors with industry-specific expertise can provide solutions tailored to your needs. Such FSM solutions will align with your processes to elevate customer satisfaction. They are equipped with industry best practices and can back up their claims with relevant case studies from the past. 

Think of a solar energy utility company partnering with an FSM solution provider experienced in catering to the renewable energy industry. This vendor will already be aware of the company’s need for scheduling precision as they know how solar energy technicians more than often have to work in remote rural locations. Thus the vendor will be pre-equipped to provide a solution with automated scheduling and route optimization for resolving the challenges. 

As a result, the company can smoothen workflows and reduce operational delays. It will enable the company to complete installations ahead of schedule and earn the customer’s trust and loyalty. 

Reviews and Ratings

Reviews and Ratings
Reviews and Ratings

A well-known pest control company avoided a particular FSM vendor for a long time. Although popular in the market, both online and offline reviews pointed out how the FSM solution vendor was poor at providing customer support. 

Instead, the pest control company opted for the second-best vendor in the market with a strong service reputation. 

The decision helped the pest control company implement a solution that catered to its specific needs through a clear understanding of the strengths and weaknesses of the vendor. 

User-Friendly Interface

Your field technicians often have to work in challenging remote environments, so they need software that is easy to use even on their mobile devices. 

Look for an FSM solution that makes training and on-field usage a breeze. Technical expertise required to use the tool should be minimal as it intuitively generates easy-to-use screens that reduce manual errors.

For instance, an HVAC company struggled with an FSM with a complex user interface. They noted higher product adoption rates and improved technician productivity after they switched to a more user-friendly solution. 

Seamless Integration With Existing Systems

Your chosen FSM solution should integrate with all your existing software. This ensures seamless data flow across all the platforms by avoiding duplication of data. 

For example, field service teams work closely with customer support/success teams. Integration between FSM software and the Customer Relationship Management (CRM) software enables seamless access, visibility, and flow of customer data between the two teams. This results in better communication with customers and increases the customer retention rate. 

Security, Compliance, and Data Privacy 

Security becomes of prime importance when dealing with sensitive customer and company data. Look for vendors that comply with industry-specific standards like the General Data Protection Regulation (GDPR), Health Insurance Portability and Accountability Act (HIPAA), and Service Organization Control Type 2 (SOC2). 

Security, Compliance, and Data Privacy 

For example, choosing a HIPAA-compliant FSM software will help a healthcare equipment company to ensure patient data security, and avoid costly penalties. 

Strong security protocols protect your business from data breaches and legal penalties. Additionally, FSM solutions with features like data encryption and role-based access ensure enhanced data protection. 

Customization, Agility, and Scalability

Your software should be agile enough to scale and downsize with you. A flexible platform will adapt to the changing needs of your business without impacting everyday operations.

It will also ensure that you do not have to change vendors during an expansion. 

A growing water supply utility company chose an agile and scalable FSM software so it could increase manpower or downsize teams as needed. Uninterrupted water supply made customers happy even as the field service manager was able to cut costs through agility.

Customer Support  

Post-sale customer support is crucial for long-term success with your FSM software. Support and service should be prompt, accessible, and responsive at all phases — implementation, onboarding, and even later. Look for vendors who provide training support and resources and are ready to answer your queries at any point in time. 

Reliable support will reduce downtime leading to faster results. For instance, a cable company observed quick problem resolution, minimized disruptions, and increased efficiency after it switched to a vendor that offered round-the-clock customer support.  

Steps Involved in the FSM Software Buying Process

Scouting for the best fit may seem a bit daunting but following a chronological path as below streamlines the process and reduces stress for decision-makers and users.

Setting up a Buying Committee

A buying committee of cross-functional stakeholders weighs the pros and cons of implementing an FSM solution for your organization. 

An ideal buying committee for FSM software will have the following members:

  • VP-Field Service: Responsible for meeting strategic FSM objectives
  • CIO/CISO: Responsible for privacy, security, and compliance issues
  • CTO: Responsible for ideal FSM software technology selection
  • Field Service Administrators: Responsible for functionality needs and smooth buying process
  • IT Administrators: Responsible for implementation and integration process evaluation
  • Finance Administrators: Responsible for budgeting and price negotiations

By involving all these stakeholders, the committee can consider multiple viewpoints. This step reduces the risk of oversight. It ensures the solution meets the field service team’s strategic, operational, and technical needs. 

Finalizing the Budget

Finalizing the Budget

Once you have your buying committee ready, the next step is to finalize a budget. Setting up a budget for an FSM solution is like buying a home — you need to consider the upfront cost as well as the recurring maintenance costs like customizations and the latest software updates. 

For field service managers, this step brings clarity and eliminates the stress of last-minute cost surprises.  It gives them more confidence to approach different vendors and evaluate multiple options. 

Evaluating Needs

After the budget is fixed, it’s time to evaluate your needs. Every organization has its own set of challenges and priorities. 

For instance, a company facing high first-time-fix rates may prioritize features like automated scheduling and dispatch, while another company facing issues with recurrent supply shortages may prioritize inventory management.

An evaluation will clarify the goals you want to achieve from your FSM software implementation. It will further help you drill down to the top FSM features you will need for business success. At this stage, you should also analyze how the implementation of the FSM solution will impact all the stakeholders involved. 

Researching and Shortlisting Vendors

Once you evaluate your needs, you will have a list of all the pain points goals, and the product features you need for optimal results. Use this list to search for vendors that resolve your unique challenges and answer your needs. 

For example, an HVAC company should look for FSM solution vendors with experience in their niche. Shortlist vendors with a proven track record of working in your industry. This will help you boost confidence in your decision and keep post-implementation stress away. 

Availing of Demos or Free Trials

Just like it’s important to take a test drive before buying a car, it is crucial to experience a demo or a free trial before finalizing a solution. This step allows you to interact with the software hands-on and grasp its features. For example, a demo can reveal how easily on-field technicians can view customer details and update job status from their smartphones. 

During trials and demos, you will start to get a fair idea about which vendor out of the shortlisted ones will fit into your field service operations seamlessly.

Pricing and Negotiations

Once you are convinced by the demo, it’s time to negotiate for a price that fits into your budget.  

Every solution provider follows a particular pricing model for their product. It can be per user, per job, or even based on the volume of transactions. 

Use this step to clarify that you are paying for what brings value to the table and reduce unnecessary financial stress. Understand the cost structure thoroughly so you can negotiate for discounts and customizations. 

Finalizing One Vendor

After you have carried out all the steps mentioned above, it will be time for you to finalize a vendor. An ideal FSM solution will fit into your operations like the last piece of the puzzle. It will blend into your existing workflows seamlessly and complete your FSM needs. It will empower you to support both field teams and customers effectively.  

Consider a manufacturing company drowning in scheduling chaos and supply shortages. Technicians constantly juggle between routine jobs and emergency calls, only to hit delays from missing parts. The result? Missed deadlines, frustrated customers, and costly downtime that seemed impossible to fix. 

Determined to turn things around, management formed a buying committee to find the right FSM solution. After careful research, they chose a no-code, fully customizable platform offering automated scheduling, work orders, and inventory tracking. 

Within just a few months, response times improved, inventory shortages dwindled, and operations flowed smoothly. By following a focused buying process, the company transformed its field service, boosting both efficiency and customer satisfaction.

Questions To Ask Your Vendor Before Signing the Deal

Now that you know the features, factors, and the buying process for FSM software, here are key questions to ask the vendor before giving your final ‘yes.’ Asking the right questions ensures a smooth digital transition and builds a sense of reliability and security for you and your team. 

Here are a few things you can ask your vendor. 

How Can This Software Help Me Provide On-Time Service Delivery?

Service delivery is the heart of field service management. Understanding how FSM software can streamline this process is critical for future success. Ask your vendor to demonstrate product features such as real-time scheduling and route optimization that contribute to this phenomenon. The features should be able to reduce delays and minimize downtime between jobs. It should equip teams to respond to queries and last-minute changes quickly. 

What Is the Implementation Process and Timeline?

FSM software deployment can be painstaking. You need proven strategies to steer through the implementation challenges. The implementation process varies depending on the complexity of the product, your needs, and the vendor. Enquire about a dedicated product implementation team comprising project managers, technical experts, and trainers. A well-structured implementation plan should include setup, customizations, data migration, testing, training, and go-live. Discuss with your vendor and get a detailed timeline for the entire process. 

What Kind of Customer Support and Training Does Your Organization Provide? 

Ask about the type of support, such as 24/7, 9 to 5, or regional that your vendor provides and the support channels such as email, phone, or chat that they use. Enquire about the availability of self-help training resources like articles and videos. Check how they offer training and support when the software undergoes any upgrades. 

What Is the Pricing Model Followed?

Pricing models are of different types — pay-per-user, pay-per-device, usage-based, and so on. Ask which one your vendor is following. Enquire about any additional charges for onboarding, maintenance, or customizations. Ask for a detailed breakdown of costs including upfront and recurring. Check if there are any discounts on annual payments and assess your long-term financial commitment. 

What Are the Software Integrations Offered by You?

Confirm if the FSM software integrates with your existing systems. Check if it supports custom integrations. For example, you can improve the invoicing process by integrating your FSM software with your accounting software. The integration can automatically update the billing information and save time on administrative tasks. 

How Do I Extract My Data in Case of Contract Termination?

Ask the vendor about their policies and protocols on data ownership, data access, and extraction. In case of contract termination, check how the vendor extracts data, the available formats, and any associated costs. Get to know for how long the vendor retains your data post-termination and how you can access it. Also, check how easily the data can be migrated into another system in case you switch vendors in the future. 

How Do You Handle Software Customization Requests?

Ask the vendor about the type and range of customizations available—workflows, dashboards, drag-and-drop, forms, and so on. Enquire about any associated costs for customizations and the tentative timelines for implementation and go-live for customizations. Confirm if there is scope for adding new configurations and customizations in the future or not. 

The range of customization also depends upon the technology used to build the software. For instance, an FSM solution built using no-code technology like Excellenc3 offers a greater scope of customizations without banking heavily on your time and money. 

Does the Mobile Application Work in Offline Mode?

Field technicians often work from multiple remote locations. Ask if the mobile version of the software works offline or not. Enquire if it supports basic functions like viewing schedules, accessing job details, and updating work statuses. Check if the data entered in offline mode is saved securely on the device until synced successfully or not. Confirm if data gets auto-synced with the central system once the connection gets restored. 

How a Construction Company Chose the Right FSM Vendor

How a Construction Company Chose the Right FSM Vendor

Consider the case of a construction company looking for a suitable FSM to streamline its field service activities. They asked about the integration capabilities of the FSM with their existing project management systems. They also enquired if their onsite workers (working without reliable internet support) could access job updates offline. 

The construction company eventually chose a vendor experienced in catering to construction companies. They selected FSM software that supported features like real-time scheduling, work order management, and offline management of jobs. 

Careful questioning helped the construction company find an FSM solution tailored to its unique needs. It helped on-site workers perform their jobs more efficiently and reduce project delays. 

The Way Forward: Custom-Built FSM Software

A solar energy company recently received a huge business order. It has prompted Rajeev, the  VP of Field Service to chalk out a new strategy for FSM. Rajeev needs additional resources and smoother processes to deliver this latest project on time. 

A custom-built FSM solution is the answer. It will allow Rajeev to go live with his project within a couple of months as opposed to a year or two. The reason? His FSM solution is built on a no-code platform like Excellenc3 that delivers software in shorter timeframes and at a much lower cost. 

This custom product will support scalability without the need to invest a fortune in implementation and IT support teams. This software will also integrate more easily with other existing software. It will provide complete visibility on the field service operations and enable Rajeev to make decisions swiftly. 

Excellenc3’s FSM solution is equipped to do all that Rajeev needs and even more. It is built to help growth-stage companies scale efficiently, streamline field operations, improve customer satisfaction, and maintain control over operational costs as they grow. 

With such a dynamic platform, you leave behind the unnecessary stress and frustrations of long implementation times, complex setups, and lengthy training programs. No-code technology empowers you and your team to move forward with confidence.

Making the Most of an FSM System

An FSM solution is like your virtual business partner assisting you to adapt swiftly to evolving market conditions. Investing in an adaptable FSM solution is strategically important to your business’s success. It not only streamlines your existing operations but also sets you up for future growth. 

With the right FSM solution, you avoid the risk of being left behind in the competitive market. It ensures that you can handle increasing demands without compromising on product and service quality. Thus, it is extremely important to choose an FSM solution that talks to your business requirements. 

Each feature plays a critical role in reducing manual work, enhancing productivity, and delivering exceptional customer service. They help save time, and money and improve overall efficiency. By following this guide, you can ensure that your chosen FSM solution is the right fit for your business in the long run. 

Similar Posts

Leave a Reply

Your email address will not be published. Required fields are marked *