FSM Software Implementation Best Practices—The Astea Approach

10/27/2019 / Digital Transformation / Katia Loboda

Male and female IT personnel work on a large touch screen and laptop computer.

To satisfy the growing expectations of customers and thrive in today’s digital era of field service, field service organizations (FSOs) must adopt a robust and agile field service management (FSM) platform as part of their digital transformation strategy. But selecting and implementing the right FSM solution can be a difficult process. So difficult, that McKinsey data shows that across industries only 16 percent of digital transformation projects are successful.

To increase the chances of a successful transformation, service companies can partner with a service provider that can help guide them through FSM software implementation best practices.

The Challenges to FSM Implementation

Many organizations settle on a solution but underestimate the time and effort involved in its implementation. It is not enough to simply select the right software and ask your staff to adopt it. Placing new software on top of existing poor practices will yield few, if any results. Successful integration of an FSM solution is a major undertaking that requires internal alignment, a properly designed road map, new data management practices, and the ability to troubleshoot and pivot.

The most common barriers to successful software adoption are internal challenges including:

  • Inability to build consensus on budget
  • Lack of clarity on business objectives and processes to benefit from digitization
  • Absence of internal leadership to champion the process
  • Poor understanding of how to prepare data for migration
  • Inadequate enthusiasm, and thus adoption, from end-users

To overcome these challenges, service-centric companies should seek a partner with a strong understanding of how to use best practices to implement FSM software.

Industry Best Practices for Software Deployment

As a pioneer of field service software with nearly 40 years of experience, Astea leverages our implementation expertise to help clients achieve the best possible transformation results.

In an interview with Field Technologies Online, Astea’s Senior Vice President of Service Delivery, Anil Gupta, explained that change management is central to Astea’s implementation approach.

“You have to define the value and purpose of the solution.” – Anil Gupta, VP of Service Delivery

Astea understands that digital transformation is more than just a project for the IT departmentit is an effort that needs to involve the entire organization. As such, Astea’s service delivery team works with executives to pinpoint key business objectives that need to be achieved, and agree on how digital solutions can help move the needle on those goals.

All-hands meeting of several male and female staff members in a warehouse setting to discuss digital transformation. Once business objectives are identified, Astea’s implementation team works with clients to cultivate universal buy-in for the digital transformation effort. This includes demonstrating to key stakeholders the value digital processes will bring to their specific teams and job roles. As team members understand the value of FSM software and the new automated workflows being put into place, there will be less friction against adoption down the line.

With internal alignment on business objectives and the intended value of implementation, it will be much easier to come to consensus on the budget needed for the project.

In preparation for migration, Astea’s technical consultants help clients perform a data cleanse so that key business information is organized in such a way that it can be easily integrated and accessed in the new FSM system.

Finally, Astea’s implementation road map takes a phased approach. Low-risk processes are migrated and validated first. Your team is simultaneously trained to build confidence while mission-critical processes are brought onto the FSM platform. This helps ensure desired value and functional objectives are realized in a predictable manner and ROI is achieved faster.

Realize the Benefits of Field Service Management Software

By investing in a best-fit solution and selecting a knowledgeable implementation partner, FSOs can realize the full benefits of field service management software including:

  • End-to-end visibility of the service lifecycle, exposing inefficiencies and gaining the ability to standardize best practices.
  • Improved data management and insights to build better, more personalized service and customer experiences.
  • An agile system that can evolve with your company and integrate new functional modules as business needs dictate.

Astea has a tried and true process that removes the guesswork from implementation. With proper implementation, FSOs can realize the full potential of their FSM software investment faster and bring greater value to their service offerings.

Download the Astea eBook “FSM Software Implementation Best Practices” to gain insight into:

  • Common challenges faced by customers when implementing software
  • Implementation methodology and approach
  • Data cleanse and data integrity issues
  • Operational process mapping
  • FSM deployment objectives that are clear and quantifiable

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