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Thoughts on Evaluating a Field Service Automation Solution (Thought #3)

We are sharing our white paper “10 Thoughts on Evaluating a Field Service Automation Solution” white paper one thought at time. Download the complete white paper here. Here’s Thought #3...

Thought #3: Make Sure the Solution is Flexible.

Field service operations are made up of a plethora of people, processes, and parts. And, because field service is ever changing and evolving, it’s important that the Field Service Automation Solution that you choose has the flexibility to meet the demands of your business now – and later. That’s why we recommend solutions that are de-signed to be flexible and can be used in multiple ways in a variety of environments.

Many solutions however, are built on top of existing CRM or ERP platforms. And although this allows them to take advantage of the capabilities inherent in those systems, it also can limit their ability to meet operational demands or incorporate processes for which they were not designed.

We recommend that the system you choose should include:

  • The ability to be used in a variety of ways or within a number of processes – For example: have the ability to assign work orders not just from the scheduler or dispatcher, but also from the work order itself or the job board.
  • Methods to enable or disable functionality on remote devices – For example: shield price information or disable the creation of quotes and/or work orders on remote devices.