14 Experts Share Top Mistakes made in Field Service Management Software Buying Decisions
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14 EXPERTS SHARE TOP MISTAKES MADE IN FIELD SERVICE MANAGEMENT SOFTWARE BUYING DECISIONS
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Due to its convenience, functionality and, of course, mobility, the rise of mobile and field service software applications have made a huge impact on the state of field service management today. But while it’s true that managers and field technicians are no longer stuck with using the old pen, paper, telephone to record and communicate information, that doesn’t mean that there aren’t new management issues that come along with the newer more advanced technology-based field service solutions that are currently available. As a company that provides field service and workforce management software to all types of field service businesses, we wanted to learn more about what kind of thought should go into the field service management software shopping process, and specifically, how business executives in the market for field service management software can avoid the most common (and avoidable) mistakes people make when buying it. To do this, we asked 14 business field management software experts to answer this question: “What’s the single biggest mistake executives make when buying field service management software?”
Transcript of 14 Experts Share Top Mistakes made in Field Service Management Software Buying Decisions
14 EXPERTS SHARE TOP MISTAKES MADE IN FIELD SERVICE MANAGEMENT
SOFTWARE BUYING DECISIONS
WE ASKED 14 FSM EXPERTS:
“What’s the single biggest mistake executives make when buying field service management software?”
We’ve collected and compiled their expert advice into this comprehensive guide to
buying field service management software. See what our experts have to say…
Executives get lost in the potential savings or revenue growth associated with Service Management Software, and they lose their rational judgment.
When vendors provide them with flashy slides or high-powered executive presentations that promise an overwhelming return, they lose sight of the fact that the teams and people in their organization must analyze, install, train, and adjust to the new software. Those costs are rarely part of a vendor’s pitch, but they are very, very real.
www.clicksoftware.com
The Mistake ROI blindness.
Dr. Jim BohnPro/Axios
When using field service management software, executives miss influencing where labor generates income and increases cost. Too often, workforce management systems are seen as transactional (input/output/workflow) applications rather than systems to channel labor activity and actually control what goes on.
Click here to read the rest of Lisa’s advice…
The Mistake Missed investment outcomes when executives do not look at the data produced as an asset.
Lisa DisselkampDeloitte
Consulting LLP
www.clicksoftware.com
It’s very easy to become consumed with focusing on staples such as price, features, platform dependence, and even scalability. While these are all very importance aspects of such a purchase, and certainly must be considered as part of any ROI due diligence, there is yet another often overlooked component that must be part of the decision making process as well, and that is the support and/or sustainability requirements for the same.
Click here to read the rest of Dan’s advice…
The Mistake ROI blindness.
Dan SullivanParata Systems
www.clicksoftware.com
The Mistake When the exec is focused
on technology instead of Business Needs.
Edward IpPOS.com
We hear this on a regular basis. Is IOS, Cloud, Android, or Windows the right solution to purchase? We always recommend our clients to focus on business needs first, and technology as secondary. It’s definitely a lot less sexy to focus on Business Processes than to look at the latest IPhone or Android device.
www.clicksoftware.com
The sunk cost fallacy tricks businesses into investing in old systems even when new systems could be developed for less. Often a central business component—say bookkeeping software or a field paging system—gets so deeply entwined with other processes that the temptation is to spend more and more to keep it integrated with newer components. Pretty soon your company is depending on weird Frankenstein monsters, like iPads that can talk to an ancient mainframe system.
The Mistake Sunk cost fallacy.
Michael HerrickMatterform
Media
www.clicksoftware.com
Many companies are wowed by the dizzying number of features a software has to offer, and right away think that having more features will automatically result in higher performances/efficiency within their company.
Companies need to only buy software they need now and will use in the immediate future. Overbuying on service will quickly drive up the costs. Having more features (especially the ones you don’t need) also means more complexity, which workers may find difficult and/or overwhelming. In most cases, employees don’t learn the full capabilities of software features and want to go back to the old way.
Click here to read the rest of Reuben’s advice…The Mistake
Over buying of service.
Reuben YonatanGetVoIP
www.clicksoftware.com
Such software is defined by the technician by unwieldy burdens, such as purchasing of dedicated hardware that the technician must lug around in their pockets, systems that don’t support SMS or email updates from BYOD devices, and systems that cannot be customized.
The Mistake Not talking to experienced field technicians to properly assess
their requirements.
DeWayne Lehman
DeWayne Lehman
Click here to read the rest of DeWayne’s advice…
www.clicksoftware.com
Companies often think technology will be a quick fix to complex process problems. Sometimes this is true, but more often than not the process needs to be re-engineered so bottlenecks, data flow/integrity, and other problems are resolved.
Click here to read the rest of Liz’s advice…
The MistakeImplementing the software
without fixing underlying process problems and engaging the right
integration stakeholders.
Liz D’Aloia HR Virtuoso
www.clicksoftware.com
Executives are trying to solve the issue they are facing today, which is most likely something to replace the paper with, but are not anticipating what will happened 3-6 months down the road as their business grows and industry trends change. Today, choosing a server-hosted solution over a cloud-hosted platform is the biggest mistake that can be made.
The Mistake Not anticipating
future needs.
Gie Reklaitis ServiceBridge
www.clicksoftware.com
Oftentimes management overlooks taking advice from the frontlines, who are usually the primary users, and picks a solution that is overly complicated. An example would be buying a multipurpose printer when your team only really needed a printer and scanner. Solutions that do everything are rarely simple and cost a premium.
Click here to read the rest of Matt’s advice…
The MistakeThey pick the tool that works best in theory.
Matt LimProcurify
www.clicksoftware.com
The result: reluctant employees who1. Don’t understand the importance of the new
software, and2. Don’t want to bother using it, much less integrate it
with their daily workflow.
Click here to read the rest of Charlie’s advice…
The Mistake Ignoring the critical step of
investing time and resources to raise awareness about the new
software so that existing employees adopt the applications and integrate them into their
daily workflow.
Charlie Gillette Knowledge
Anywhere, Inc.
www.clicksoftware.com
This in conjunction with the search for the smallest price usually results in the purchase of management software that is completely inadequate. In my previous experience before I was a manager, I can recall my boss being excited after the purchase of some new software only to boot it up and be utterly flabbergasted at how useless the software is for our daily use.
Click here to read the rest of Don’s advice…
The MistakeThey think they know what
the technicians need.
Don Snyder InstaDRY Carpet and Tile Cleaning
www.clicksoftware.com
It doesn’t matter how capable the software is, if it can’t be used efficiently, then it’s not going to work. Real world testing and analysis is the best way to avoid costly mistakes.
The Mistake Looking at the features
instead of the user experience.
Michael Riley Boxter
www.clicksoftware.com
Many field service professionals don’t even offer an ROI analysis to buyers, which in my mind is just crazy. The service provider should look at current systems carefully to determine what works, what doesn’t work, and exactly what’s needed to solve the business’s problem.
The MistakeNot asking for an ROI analysis
to distinguish between features their business needs and features
individual executives consider “must haves” based on an article
they read in a business magazine.
Ron Formanek Telecom
Solutions Inc.
www.clicksoftware.com
Copyright © 2014 ClickSoftware Technologies Ltd. All rights reserved.
No part of this publication may be copied without the express written permission of: ClickSoftware Technologies Ltd.
The information contained herein does not constitute a warranty of any kind. ClickSoftware Technologies Ltd. reserves the right to revise this publication and make
changes without notification. ClickSoftware Technologies Ltd. assumes no liability for losses incurred as a result of information contained herein.
About ClickSoftwareClickSoftware is a global leader of automated
workforce management and optimization solutions
for the service enterprise. Available via the cloud
or on-premise, our solutions provide organizations
with end-to-end visibility and control over the
entire service process, while providing them with
tools to drive their business forward by optimizing
forecasting, planning, scheduling, mobile workforce
management and customer communication.
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