FSM Software Implementation Best Practices

9/12/2019 / Uncategorized / Katia Loboda

In order to satisfy the growing expectations of your customers and thrive in today’s ever-changing, digital era of field service, field service organizations (FSOs) must adopt a robust and agile field service management (FSM) platform that provides the level of control and efficiency that is vital to stay competitive. Many organizations settle on a solution but underestimate the time and effort it takes to implement it. It’s common for service providers to take on this ambitious task themselves only to run into challenges that jeopardize the implementation process including inaccurate or incomplete data or lack of organizational support. In fact, between 55% and 75% of enterprise resource planning (ERP) deployments fail to reach their goals.

Field service management (FSM) faces the same harsh reality.

As FSM software pioneers, we’ve been helping businesses in plethora of industries to ensure their FSM software implementation is seamless and we want to share with you what we’ve learned over the last 40 years. In Astea’s newest eBook, Astea’s Vice President of Service Delivery shares his insight into common challenges faced by organizations and Astea’s approach to a successful, best-practice based FSM software deployment.

Consultative Approach

In general, the deployment process itself is highly disruptive. Stakeholders in key management and operational positions are typically responsible for creating the software request for proposal, evaluatign vendors and solutions, and then working with the chosen vendor for testing and training purposes, and to finally implement the system. In many cases, field serevice organizations (FSOs) rush through the implementation process to reap the benefits faster.

But failing to map out processes and validate the accuracy of existing data, often leads to the undermining of the entire implementation project and end up with disappointing results.

Many FSOs simply don’t have the knowledge to tackle a large project like implementing a complex software solution. The process of seeking out the right vendor, testing the software and training employees on its usage, is very lengthy and difficult. For this reason, FSOs can partner with the right FSM vendor to implement software. The right vendor will be able to use their expertise and experience of implementing FSM software to offer guidance to organizations. The FSM vendor can assess what needs to be improved in an organization before software deployment to boost their results, and explain how Best-in-Class organizations are using these new technologies to push their company ahead of the pack.

The right FSM vendor can also turn an organization’s data into something that’s easier to understand and implement into the FSM software. This improved data can give FSOs the chance to gather useful insights into their organization.

Best Industry Practices for Software Deployment

Astea’s Anil Gupta, Vice President of Service Delivery, sat down with Field Technologies to talk about his approach to a best-practice FSM software deployment.

When faced with changing a company over to new FSM software, he focuses on change management, getting the organization to support the switch to the new technology. He works with executives to show the entire organization the value of implementing FSM software. If an organization doesn’t show everyone the value and vision behind the FSM software, there could be resistance to change down the road.

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

When asked about the differences in how Astea approaches FSM software implementations compared to other FSM software companies, Gupta saw only positives. Astea relies on the years of experience of their technical consultants and business consultants to improve their customer’s processes in order for customers to see more probable results.

Astea also uses a phased approach which helps the organization get accustomed to the idea of change and learn the value of change.

Concluding Thoughts

Selecting an FSM platform today requires a new approach. In order to differentiate as a thought leader, you must invest in a comprehensive FSM platform that offers the functional modules you can utilize not only today, but one that is flexible enough to evolve over time with the changing needs of your customers and your business requirements.

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
  • Overcoming data cleansing and data integrity issues
  • Mapping of operational processes
  • Identifying clear and quantifiable FSM deployment objectives

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