Details for Mobile Service Management Software

Mobile service management software enable technicians working in the field to report service call status, labor, parts, expenses, and miscellaneous charges using laptops, smartphones, tablets, and PDA’s. This information can be transferred via wired or wireless internet connections. Field technicians can manage information from any location, even while on the road, using Bella mobile app remote capability. Because all technician updates are saved whether a technician is logged into the service call management system or not, you can be assured that critical information isn’t lost or forgotten.

Data Availability

  • Customers and addresses
  • Assigned and open service calls by technician
  • Service call history for customer and/or equipment
  •  Installed equipment and serial numbers
  • Service contract information
  • Inventory items and prices

Ease of Use

  • Quick onsite arrival and completion for date/time entry
  • Seamless entry for new service calls in the field
  • Easy updates to existing service calls with parts, labor, expenses, and additional charges

Return on Investment

  • Faster communication between technicians and dispatchers, including reduced phone time
  • Improved service efficiencies that increase customer satisfaction
  • Increased efficiency and fewer transposition errors with one-time data entry

Learn more at Bella bellafsm.com

Best Practices – Deploying Mobile Field Service Software Strategies

Best-in-class companies are capitalizing on mobile technologies for field service operations to drive margin, top line revenue, and customer retention for their organizations. The process of implementing a mobile field service software does require careful evaluation to help companies optimize integration with existing ERP solutions and realize maximum return on investment.

Leverage existing and new technology to synchronize four service pillars

Businesses that are building ties between service and logistics are working towards consolidated “command centers” that overlay parts and technician planning and tracking systems and serve as a unified front end for visibility and exception handling.

In addition, leading businesses are exposing inventory management capabilities to field workers through mobile devices. In this model, field technicians can report parts usage data from the field. The system then automates the process for restocking vehicles by monitoring parts usage and adjusting stock counts.

Businesses that have already deployed Enterprise Resource Planning, order management, or CRM systems are well-positioned to add mobile field service software functionality. These internal systems house critical customer and product data that is best leveraged by field technicians. When evaluating service technology providers, businesses, in particular mid-market companies – should ensure that full integration with existing systems is possible.

Address process deficiencies before deploying technology

Without exception, businesses following their partner’s best-practices recommendations understand that changing an aftermarket service operation from a tactical cost center to a strategic profit center has as much to do with creative and efficient business processes as it does with technology selection.

The implementation and rollout of a mobile solution should be designed around proven best business practices.

Clearly define requirements and success criteria before evaluating technology solution

The adage about an ounce of prevention also holds true for planning a service transformation. To select the appropriate technology solution and continue to derive maximum benefit from it over time, businesses must take the time to document and prioritize their requirements and criteria for success.

For a business seeking a high-speed, remote service platform that provides a rapid time to benefit, the essential components include:

  • Rapid deployment with manageable costs and an expedient installation period
  • Ease of use that minimizes training requirements for service technicians
  • Few or no additional administrative requirements

Field Service Software Editable Customer ID, Job ID, Location ID

Bella Solutions Field Service Software customers can now edit the Customer ID, Job ID, and Location ID making it easier to match their current business process.

  • Customer ID, Job ID, and Location ID are now editable
  • When creating a new Customer, Job, or Location you may still enter a custom ID
  • Change ID’s at anytime
  • Only “Admin” User roles have edit rights.

Franchise Software Providing Real-time Online Visibility into Franchisees

Reston, VA (PRWEB) July 29, 2011  Bella Solutions announces web-based customizable Franchise Software. The online solution provides a low-cost and easy-to-use solution for new or established Franchisors or companies that need to manage multiple locations. Franchise software is essential for managing a successful Franchise business providing these key features:

  • Gives Franchisees the tools they need to easily manage their business improving the opportunity for increasing revenue and success.
  • Gives Franchisor complete and real-time visibility into all Franchisees.
  • Connects the Franchisor and Franchisees to improve communication and collaboration resulting in better run franchise businesses.
  • New Franchisee set up in minutes with pre-selected custom settings for consistency.
  • Immediate control to turn off Franchisee access.
  • Branded for uniformity across all Franchisees.
  • Automated Royalty Reports.
  • Mobile access from iPad, iPhone, Droid phones and tablets for the Franchisor and Franchisee.

Company officials stated, “With a web-based solution Franchisors are now able to afford enterprise level customizable software to manage their business and easily roll out to all Franchisees. We work close with our customers to provide the optimal solution maximizing Franchisee revenues resulting in increased royalties.”

For the Franchisee, Bella Solutions Franchise Software connects field resources in real-time to back office data, schedules, customer data and history. As a result, service is completed faster, more service requests are resolved on the first visit, and service tracking is improved, all of which reduce errors, enhance customer satisfaction, and increase profits. Franchisees save time and money by reducing paper work, errors, and running reports, therefore spend more time focusing on business.

About Bella Solutions:
Bella Solutions is a leading SaaS (Software as a Service) provider for the Field Service Industry. Bella provides the ability to streamline business operations by providing CRM, Service Management, Scheduling, Equipment Maintenance, Employee and Vendor Management, Inventory Tracking, Invoicing, and Accounting entirely online. Bella is customizable with complete mobile access from iPhones, iPads, Android phones and Tablets.With more companies looking to reduce costs while increasing revenues, Bella Solutions customer base is growing rapidly by providing a low cost easy-to-use SaaS solution.

Contact Center Workforce Management

Industry research touches upon the role of customer service agents in delivering service and support via the channel of the contact center, it should be noted that most organizations utilize their contact center agents for multiple roles and across multiple channels. There are minor distinctions in the workforce management allocation strategies between the Best-in-Class and all others, therefore the following results around workforce
responsibilities are fairly reflective of the entire survey population.

Service channels: Only 21% of the Best-in-Class indicate that their service agents are dedicated to voice-based service channels with 61% indicating that their agents are engaged to deliver support across multiple channels. In the next 12 months, 61% indicate the increasing focus on having agents deliver support across multiple channels.

Cross functional: 50% of the Best-in-Class indicate that contact center agents are dedicated to service with the other 50% indicating agents being used across functions such as sales and marketing. In the next 12 months, 43% of the Best-in-Class see increasing cross-functional use
for their contact center agents.

Product alignment: In this area, 43% of the Best-in-Class report having agents service all product lines with no specialty or dedication when compared to 26% of all other organizations. These other organizations prefer having agents dedicated to specific product lines.

Outsourced agents: The Best-in-Class indicate that 13% of all incoming calls are eventually handled by outsourced contact center agents and only 19% indicate that this proportion will increase in the next 12 months. Organizations that indicated that all their calls were taken by outsourced agents reported a 76% first-call resolution performance and a minimal decrease in support costs over the previous 12 months.

At-home agents: At this stage only 7% of calls are handled by at-home agents for Best-in-Class organizations, though 21% report the increasing use of these agents in the next 12 months.
 
Order Now: Bella FSM Service Software

What to Look for in a Mobile Field Service Management Solution

Mobile Field Service Management Software Office Functions

Office Function

Description

Customer File Maintenance
  • Interfacing of data originating from CRM, contact management and/or financial systems to provide up-to-date/synchronized information flows.
Installed Base Maintenance
  • Automatic updating of installed base records for moves/adds/changes, or when parts are used during a service call.
Service Agreements Administration
  • Interfacing of installed base, billing, call handling, and parts databases to determine entitlement and billables (becoming increasingly customized).
Order Entry
  • May range from a complete manual interface to a customer-controlled
    interface where the creation of a work-order is an escalation step; heavily dependent on the complexity of the equipment and/or software.
Scheduling
  • Utilizing real-time location functionality to make the most efficient dispatch decisions usually driven by response times as delineated in service agreements.
Dispatching
  • Assigns field technicians to customer sites, and balances the workload; should also have the capability to seamlessly allocate inventory and ship parts.
Installation Planning
  • Generally driven by equipment availability and supported by an interface with the logistics function and/or purchasing module (some complicated projects that include design/site readiness, software development, etc. may require an add-on project management tool).
Help Desk
  • Customer support functionality built on a foundation of electronic documentation, decision trees, case-based reasoning techniques, and knowledge-based tools.
Reporting
  • Financial, for billing, post-calculations and cost tracking/allocation; Operational,
    for process control and management; and Analysis, to assess processes and drive process improvement, inventory investments and customer satisfaction.
Logistics
  • Principal elements are forecasting, planning, purchasing, warehousing, replenishment/auto-replenishment, emergency parts ordering, returns handling, depot repair, and inventory control (often linked to ERP and Supply Chain Management systems.).
Purchasing
  • Provides a direct link between the cost of the purchased goods and services to the billing side of the business.
Selling
  • Facilitates the real-time ability to quote/price goods and services (e.g., service agreements, parts and accessories, T&M support, etc.).
Billing
  • Generally interfaced to the organization’s financial systems so that invoices can be created in real-time, directly from the field.
Communication
  • Real-time, wireless data communications enable organizations to instantly link their office functions with the mobile/field workforce.

Mobile Field Service Management Software Field Functions

Field Function

Description

    Maintaining the Schedule
  • Interactivity between field and office functions allows for scheduling information to be updated without the need for a telephone.
Activity Tracking
  • Direct integration into a front-end application, so that information can be transferred in real-time to update office records.
Time Tracking
  • Integrated into the front-end application so that a single entry will allow information to be distributed to multiple modules.
Expenses
  • Built into the front-end application, so that a single entry can be linked to multiple parts of the office system, expediting account reconciliation.
Inventory
  • Provides for real-time trunk inventory tracking, parts ordering, and automatic replenishment.
Reporting
  • An automated, easy-to-use, virtual Field Service Report, containing the appropriate information on areas including activity tracking, time tracking, expenses, parts used, etc.
Billing
  • Real-time field billing functionality (incorporating electronic signature capture) allows for automatic invoicing for service, parts and/or consumables, and accessories; linked to the main system for billing, and synchronization of information.
Notes
  • Functionality that replicates the field technician’s ability to record notes in the field about customers, parts, equipment, calibration, etc.
Documentation
  • Instant accessibility of support documentation (e.g., instructions, drawings, etc.) delivered via field communications devices.
Communication
  • Communication interface that can handle the required channels/carriers, for both voice and data communications.
Customer Information
  • Real-time access to customer information base, allowing for instant, and easy, updating of customer information from the field.
Installed Base Information
  • Ability to make installed base and configuration information available to field technicians in real time, and facilitate automatic updates.
Service Agreement Information
  • Ability to provide field technicians with real-time access to service agreement information to determine entitlement, customer billing, etc.
Selling
  • Provides field technicians with access to catalog and pricing information so they can sell consumables and accessories to customers while they are on-site.
Knowledge-based Systems
  • Provides field technicians with access to knowledge-based systems to assist them in the diagnosis process.

What Is Real Time Service and Why Do Field Organizations Need It?

Services organizations are what keep businesses up-and-running. Services and Equipment doesn’t run by itself – people make it run. But when the equipment or service isn’t running the way it should, that is when services organizations need to step in make it all happen. Every business’s service operation is comprised of a “collection of moving parts” – including service personnel, the call center, and the installed base of systems and equipment – and that all of these components need to be working together in order to solve customer problems. A strong Mobile Field Service Software is key to your business success.

Thus, it only makes sense that since system failures occur in real time, that system “fixes” should also occur in real time. This is the principal rationale behind what most industry analysts have seen as the market’s need for wireless-based, real-time service management.

Let Your Business Drivers Direct Your selection towards Bella Solutions Field Service Software

Whichever service management software your organization ultimately chooses, it’s most important consideration should be the ability to match the benefits of the selected package directly to its unique business drivers. As such, it is critical to identify your primary business drivers before selecting the vendor and package that best meets your requirements. These business drivers, or objectives, include:

Reduced Operating Costs and Improved Cash Flow

  • Reduced number of callbacks
  • Reduced use of vehicles on non-service related activities
  • Minimized time between work completion and invoicing

Increased Operational Efficiency

  • Increased service order completions
  • Improved resource utilization through more efficient dispatching
  • Better communication with field workforce
  • More accurate record-keeping
  • Automation of simple, yet time-consuming tasks

Improved Productivity of Field Service Personnel

  • More efficient scheduling and routing
  • Reduced wait time for contact, contract, or part information
  • Reduced paperwork

Improved Customer Service and Loyalty

  • Quicker response time
  • Increased number of calls completed on the first visit
  • Decreased billing disputes

Better Inventory Management

  • Reduced inventory levels
  • Improved re-order program
  • Higher inventory availability

Improved Tracking and Visibility

  • Electronic service orders ensure accuracy
  • Improved vehicle, inventory, and technician location capability
  • Real-time status updates
  • Customers can initiate and check call status online

Learn more at Bella Solutions

iPad and Droid Mobile Field Service Software Value Proposition

The benefits of mobile real-time field service software are many, both for the organization’s service personnel, as well as the customers they support. Through the use of online mobile workforce management the organization’s service personnel gain the ability to:

  • Anywhere, anytime access using mobile devices such as iPad, iPhone, Droid phones and tablets
  • Instantly view service level, equipment warranty, and contract information
  • Enter labor and travel times, record cause and repair codes, and allocate parts
  • Close and invoice work orders onsite with the customer

However, just as importantly, the organization’s service customers can also:

  • Take an active role in their own customer service
  • Electronically initiate service requests and monitor call status
  • Get immediate answers to their service questions online

This, in turn, enables the service organization to:

  • Manage its service and sales operations with one tool from a single source
  • Coordinate the actions of its service people, call center, and entire back office -continuously and seamlessly
  • Give its service people and customers online access to vital service information
  • Track the technician time and parts associated with each service call or contract
  • Set the stage for controlled inventory to help keep costs down
  • Facilitate the streamlined flow of information between and among dispatch, finance, purchasing, and inventory
  • Ensure that customer service level commitments are being met
  • Review comprehensive reports to get a clear picture of the operation’s profitability

Learn more at Bella Bella Solutions

Adding Users to your Bella Field Service Management Account

It is now easier than ever to add Users to your Bella Field Service Management account.

Simply click the “Click Here to Add User(s)” button in the upper right corner in the software.

Or, go to the “Admin” tab and click the left side menu “User List”. Click the “New User” button and enter the Username and Password, select the Role, and assign an Employee or Vendor.

Order Now: Field Service Management Software

SSL Encryption Implemented Providing Increased Data Security

Bella Solutions takes the security and privacy of your company data very serious when using our online service management software. We implemented 256-bit Secure Sockets Layer encryption (SSL) which secures your data when accessing information over the internet. This is the same technology used by banks, financial institutions, and most large companies.

In addition, your data is secure and backed up daily on our servers hosted at a leading managed hosting provider Rackspace.com. Rackspace offers a 100% Network Uptime Guarantee and considered one of the leaders in managed hosting. You own your company data and may freely export at anytime with our reporting features.

Learn more at Bella’s Service Management Software