Is your software delivering the best system and support for your needs?

When you first invested in field service management software, you likely had high expectations. You were finally moving from the tedious, manual processes you’d been using for years to an automated solution that promised to streamline tasks from scheduling installs to billing, making everyone’s job easier. The problem? It’s not delivering everything it should. 

Sure, the software has helped improve efficiencies in some areas, but it wasn’t the game changer you imagined. The solution isn’t customizable, for starters, so there isn’t much flexibility in what you can do, and customer service isn’t nearly as responsive as you’d like. 

Don’t let your current field service management solution hold you back. If it’s become clear your solution isn’t doing everything it should, then it’s time to look for a provider that can meet and even exceed expectations. Here’s a closer look at what field service management software should provide to help you determine if your software is missing the mark. 

Your field service software should be flexible, not limiting. 

Many field service management providers box you into a series of predesigned fields, forms and workflows that may not align with how you want to run your business. There’s little to no flexibility, so you’re stuck with using the system as-is whether you like it or not. Instead of leveraging a product that can adjust to your business needs, you end up adapting your processes to fit the software. Sounds pretty backward, doesn’t it? 

Any field service management solution you invest in should be adaptable, without costly customization fees. Remember, what works for you today may not work tomorrow. Your solution should evolve with your business, allowing you to customize workflow steps with flexible fields, documents and automations. You should be able to tailor your software to the way you do business. 

For example, let’s say your team is experiencing delays at a few specific vendor locations when picking up product for installs, costing money and wasting time. Your solution should make it easy to document these delays so you can summarize them the next time you’re negotiating rates. 

You also might find yourself working with salespeople who regularly misquote jobs. This is not only frustrating, it slashes your profitability. With flexible software, you can easily document salesperson errors and summarize them during their next review, or before it gets out of hand. 

Your field service management software should improve efficiencies, automating tedious tasks and streamlining workflows. But every business is different, which is why one-size-fits all products fall short. To get the most value out of your software, you need a flexible solution that allows for customization. 

Your field service software provider should offer a service, not just a product. 

While the ability to customize your solution is key, you need support from your field service management provider to do so effectively. Your provider should offer more than just a product; a strong, accessible and knowledgeable support team with industry experience is critical. 

Unfortunately, many software providers take the hands-off approach. They create solutions designed for the masses and offer them to users as-is. This common practice makes it easier for them to support the software but means less flexibility for your business. You get limited support and are left trying to figure out how to leverage the software on your own. Probably not what you had in mind when you made the investment. 

The best providers offer a support team of experts who are there to guide you every step of the way, giving you a personalized experience. The support team at Cilio, for example, gets to know your business through a collaborative discovery meeting before implementation begins. During these meetings, they’ll ask about your pain points and determine how the software can address them. They gain a true understanding of how you want to run your business, and then mold your software to fit that vision. 

Once you’re ready to get set up, the team will help you transfer your work and historical projects so everything is in one place and easy to find. They’ll also provide training, whether that means training the trainer or the entire staff. Your support team will ensure the transition is smooth and won’t abandon you after you’re up and running. They’ll also provide live support via phone or online to answer questions and help you troubleshoot when needed. 

Keep in mind your business is going to constantly change – and you need your field service management software to have the ability to do the same. Some simple changes you may want to implement yourself, but sometimes you need help to add an automation, new document, new field or new process. The right software provider should have both options available to suit all levels of technical know-how. 

The team at Cilio is always available to listen to your needs and to adapt your solution to meet them. They’re ready to work for you and make sure you get the most value out of their solution. 

Don’t stick with a software solution that’s “good enough.” 

Sure, you have field service management software and it works just fine, but what real value is it providing? Is it meeting your expectations or has it been a disappointment? If your solution doesn’t provide the flexibility and support you need to get the most value out of the product, then it shouldn’t be your solution. There are better options available. Now is the time to make the switch. 

Cilio offers the flexibility and support you should expect from a field service management provider. The solution allows for customization, giving you a product that truly meets your needs, and provides a level of customer service you won’t find anywhere else in the industry. The support team is with you every step of the way during onboarding and stays by your side even after you’re up and running, happy to answer questions or help you add new customized capabilities as you grow.

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