Top 10 mistakes made when choosing Field Service Management Software

Field Service Management Software can streamline your entire operation. It will help you respond faster to customer requests, increase the number of jobs you can complete and improve your cash flow.

Choosing Field Service Management Software can feel daunting at first. There are some simple steps you can take to make sure you get the right option for your business. Start by avoiding these top 10 mistakes made with choosing Field Service Management Software.

1. Simply using what everyone else seems to use

A classic mistake in when choosing software is to just Google the type of software you need and pick the first name that comes up or one you might recognise. You’ll certainly see the big names and successful providers high up in Google but that isn’t a guarantee they can meet your needs.

If you choose a provider based on ‘what everyone else does’ then you’re setting yourself up to fail and it will waste time. 

The larger names in the business tend to have a long legacy of providing a solution to Field Service job management. While that is very commendable, if that well-known program is outdated and at the end of it’s lifecycle then you’re just paying a premium for outdated tech.

There’s two ways to avoid this problem:

1. Get a demonstration. You’ll catch on pretty quickly if this well-known provider is selling the same software that looks like a computer programme from 2004 or the smooth running, intuitive app you team deserves.
2. Look at their Feature pages or Update release notes on their website. This will show you how often they are making improvements to their software.

Klipboard is constantly updated and fresh. Our software doesn’t look like other providers because it’s new. It’s not built from an old legacy system, instead it’s developed from the ground up to meet modern expectations and be easy to use.

Our mobile app, our web platform and all of our real-time dashboards give you a taste of the future of field service, not a blast from the past.

2. Not considering the features you know you’ll need as a minimum

One of the easiest things to get wrong when choosing Field Service Management Software is not considering how you currently operate and service your customers.

In many cases your business model is likely to be structured around completing as many jobs as your team can, while also maintaining a commitment to your customers to carry out inspections or scheduled preventative maintenance. 

Understanding how you are currently set up as a Field Service business will help you create a shortlist of software providers because you’ll know the features that are required as a minimum.

For example Entre-Prise Climbing Walls manage the scheduled maintenance of over 5,000 assets on Klipboard. 

That’s a lot of assets to manage each with their own unique model and serial numbers. Their service centre needs to know what assets are being serviced and what’s due so their customers have the equipment they need up to code. A day without their climbing equipment could mean a day without revenue for their customer.

Entre-Prise Climbing Walls understands they need Job Management Software with Asset Service Reminders and Automated Customer Communication features, so their customers are informed of an upcoming service ahead of time and their team are prepared for the work.

3. They didn’t speak to their team

One of the huge benefits of adding Job Management Software to your Field Service business is the fact that a good system will improve the processes for everyone.

From the back office to the team in the field. From scheduling services to invoicing for a job well done, your software will have an impact on everyone so why not include your team in the decision?

Field Service businesses who fail to involve key stakeholders from around their business will notice push back or lack of support when the new system is brought in. 

They won’t have a chance to be impressed by how much easier it will make their day to day or how many operational efficiencies it will introduce if they didn’t feel consulted in the process.

4. Picking the cheapest option

You may believe that after looking at some check lists it appears most Field Service Management Software have similar features so why not pick the cheapest option?

However, not all features are equal. Having ‘Job Scheduling’ as a feature for example, might not mean the same level of detail or quality across all software options.

Asset Management for one provider could be a fully featured asset register will real time access to data, client records, documentation and integrated service reminders – like Klipboard. For another provider that same feature could be no more complex that a list added to a client record.

The right Field Service Management Software can offer a fantastic return on investment. The hours saved in admin by streamlining your processes will far out-weigh the cost. This is why it’s best to focus on getting the software that addresses the inefficiencies in your business rather than being the cheapest option.

5. Choosing solely on a recommendation

You’re not instructing an estate agent or booking a hotel, you’re investing in your business by addressing some of the inefficiencies in your processes. 

While a recommendation is always positive, at Klipboard we like to encourage our customers to share their stories on how we’ve helped grow their business. This can’t be the fundamental reason, choosing Field Service Management Software, you have to make sure the system will meet your specific objectives first.

What you need from your software provider could be very different to the person recommending the software they use.

A recommendation could be what you seek after you’ve made your shortlist of providers. Ask the software provider if they wouldn’t mind asking a similar sized customer of theirs who operate the same market, to speak to you or drop you an email with a reference.

6. They expect the software to fix a broken process

When software works at its best it takes something that you have to do to meet an objective and makes reaching that goal as direct, cost effective and efficient as positive, while still following your processes.

If your process is flawed then good software won’t fix it. Field Service Management software will take what your field engineers do best and amplify that. 

Review how you manage your jobs from booking to invoice. Look for signs you’re wasting valuable time and resources and get your processes in order first. 

Once you have the basics in place you may discover after introducing your Field Service Management Software that some work or processes weren’t needed. That’s totally fine and will help you trim off some of the inefficiencies within your Field Service business.

7. They forgot to ask about the onboarding process

It’s easy to get excited about introducing something game changing like Field Service Management software without asking about the details.

Details such as; how does that provider plan to onboard your business to the platform? This is a vital stage as it’s make or break at the start. 

As the person responsible for choosing Field Service Management Software for your business, you might feel under pressure to get this right – that’s why you need a software partner with a well structured onboarding process.

Ask how the software provider handles their onboarding process?

Klipboard has a multi-stage onboarding process that ensures from the start you’ve ticked every box and your team knows what they need to do.

“Ensuring that we break deployments down into measurable bite-size pieces; we follow the customer’s pace, working from a solid foundation of data, configuration and knowledge to achieve success”

 

– Anna Morrison, Customer Success Manager, Klipboard.

We establish champions of the software within your business and ensure your data and jobs are added without a hitch.

We believe if you start right you’ll succeed.

8. Stopping short of a shortlist

You’ve agreed what features you need based on how you currently work. You’ve identified the parts of your business where you need to introduce efficiencies and you know your budget. 

Before choosing Field Service Management Software you need to put together a shortlist. Some Field Service businesses miss this opportunity to stack up a few providers against each other, sometimes in the interest to save time but they are missing a trick.

Try to create a shortlist that ranges in cost and perceived capability. A good rule of thumb is to pick three options. Cheap and basic, impressive game changer (we believe this is where Klipboard fits) and long established legacy options.

Speak to their sales teams and get a personal demonstration booked. It should take around 30 mins to an hour but you’ll know by the end of it exactly what you need and don’t.

9. They didn’t use a free trial

Today, software is very accessible. In most cases you’ll find most software providers offer a free trial period to see how it fits and If they don’t this should be a red flag.

Any cloud based software worth their salt should offer a trial period where you can see for yourself how the system will work for you. You might not have it singing to your tune straight away but you will have a good idea of how it will improve your day to day operation and how your team will use it.

Straight away you should be able to create a new client, schedule a job and register an asset. 

At Klipboard we take the onboarding process very seriously, we make sure we integrate your processes and even your data into the system saving you time later. However, we won’t stop you from hitting the ground running and let you loose on it right away.

10. They fail to plan for the future

When choosing Field Service Management Software consider what you might need in the future not just right now. If you’re doing a box ticking exercise and you find a provider that will handle the key functions you need, it’s easy to get tunnel vision and move in that direction.

A mistake some businesses make is not considering how their business will grow or even what you have on the horizon in the short term. Will you be expanding your team? Adding new services or even pivoting to a different market.

If you find Field Service Management Software that is a good fit for your business, consider how you can grow into it in the future. Does it include some features that you might not need today, but could be helpful tomorrow.

The key to choosing Field Service Management Software

Firstly, adding Field Service Management Software is a great way of streamlining your entire operation. It will help you respond faster to your customer’s requests, increase how many jobs your team can complete and speed up your cash flow.

The key to choosing the right Field Service Management Software comes down to thinking ahead, considering more than just your own responsibilities and involving key stakeholders from the start. 

With the right support from the right software provider everyone, from your team to your customers will benefit from you using Field Service Management Software.

Frequently Asked Questions

Here are some of questions we get asked at the early stages when businesses are choosing Field Service Management Software.

What is Field Service Management Software?

Field Service Management (FSM) Software is used to manage the servicing of client assets and complete field service jobs more efficiently. It helps simplify the job scheduling process while giving field teams greater clarity of the jobs they need to do. Good FSM software should streamline a field service business operation and help them complete more jobs which will increase cash flow and revenue.

The FSM software market is expected to grow by around 18% by 2025. This has been mostly boosted by the Covid-19 pandemic which has put extra strain of Field Service businesses and push them to find operational efficiencies to meet demand. FSM software has allowed them to free up more time by spending less of it on admin and complete more jobs.

You can find more details on what Field Service Management is here. Learn more.

How do you typically get started with using Field Service Management Software?

With Klipboard you register for a free, no obligation 14 day trial. An automated email will be sent to you with your personalised login details and immediate access to Klipboard. Or if you would prefer a personalised demo for your team this could be offered with 5 or more team members.

How long do you have to subscribe for?

Every provider differs slightly here, some a long term contracts others like Klipboard offer 12 month subscriptions that can be paid annually or monthly.

Top tip – look for offers on annual plans as some providers like Klipboard offer a 15% saving on your subscription if you pay upfront.

Do you have to pay for setup or training fees with Field Service Management Software?

Again, it depends on the software provider. Some Field Service Management Software providers offer training as part of their fee or onboarding process and it’s rolled into the costs, others have this as an optional extra cost.

Top tip – Ask about training costs early on because what may seem like a cheaper more cost effective option early on might end up just as expensive as other options once you factor in training costs.

Klipboard doesn’t charge for any setup or onboarding on any of our subscription plans.

Can I import my own data during a trial?

Depending on the software providers processes and available features you may be able to import your clients, suppliers, asset registers, and inventory date. Klipboard allows you to upload this via an Excel template which makes it a far easier and less time consuming process. We provide the template and you simply enter the details.