Field Service management refers to on site field work allocation & location, and then ensuring the appropriate service technician assignment, as well dispatching & monitoring the work to be done. This activity is an important part of services based companies which require deploying employees in the field to address a variety of service & support issues. However as customer support has now become an important differentiator for businesses, it has become increasingly important to ensure field management software is in place to manage both service issues & technicians efficiently.
At ITQlick we understand that SMBs with service operations are seeking solutions that improve efficiency & productivity, customer satisfaction, as well as the optimization of technician work allocation to maximize revenue realization. In this regard we have considered a number of factors that include cost effectiveness and return on investment, type of technology & investment requirement, flexibility of the software to meet business requirements, as well as the extent of functionality & options available in the product. On reviewing numerous solutions we can recommend the following for your consideration.
1. My Etoolbox
This solution is focused on field operations management, as well as scheduling & dispatch for service oriented companies. My Etoolbox allows SMBs to handle quotations, work orders, billing and invoices, payments, as well as track service technicians work allocation and review their activity in real-time. The product also allows review of service locations with Google Maps integration, to ensure route optimization for service technician allocation. Additionally there is a sales & marketing module for customer management & follow up, along with reporting to track service revenue. An added advantage for SMBs is its integration with Quickbooks for financial management.
2. Service Pro Field Service Management
This is a scalable field service solution that can adapt any size of business. Its features include service calls & dispatching, work order management, asset tracking, service contract management, returns service management, as well inventory tracking and activity logging. There are online portals for customers, technicians and management as well as mobile device access for infield service technicians. Additionally there is a Visual Scheduler which unifies work location, technician skills and job status for efficient work allocation. The product can also integrate to certified enterprise applications such as Sage, is customizable, and is available as on premise or cloud based solution.
3. Field Service 360
This package comes with three options for SMBs which allow them to choose what features they require, this way they can scale the application to their changing business requirements. The product is built on the Salesforce platform and provides collaboration tools using Salesforce Chatter. In addition it provides apps for mobile device access by field technicians and provides online payment options for service work orders. Its modules include dispatch, inventory, sales & service orders, billing as well as portals for both customers & suppliers to view service status. FieldService360 can also track warranties, service level agreements, along with service entitlements for customers. The product leverages Salesforce comprehensive business intelligence tools for data analytics, and is a good option for companies that want to utilize Salesforce CRM functionality as well as its App Exchange for added functionality for the product.
This solution supports service scheduling & dispatch management, estimate & work order management, employee time & job tracking, as well as provides a price book to standardize on service billing rates. FieldLocate supports mobile device access through a variety of apps, and includes mobile payment processing as well to improve service revenue realization. There is also a customer management module to track service requests and schedule preventive service as needed, as well as a marketing module to build the service business using lead management & email marketing. The product is offered only as a cloud based solution, but is a good option for SMBs looking at a full featured product with minimal technology investment.
5. Odyssee Field Service Management
A cloud based solution which supports multiple languages and can easily integrate to all major ERP applications using its open API toolkit. Features include work order management, spare parts & inventory management, as well as service technician assignment & job tracking. The software also allows service technicians to access customer service which enables them to add more service options to improve customer satisfaction, as well as service revenue. In addition there are flexible reporting options with dashboards to monitor job status and performance. Odyssee is also scalable for any size of business allowing SMBs to adapt the software to their business growth requirements.