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.

Announcing iPhone Compatible Mobile Field Service Software by Bella Solutions

Bella Solutions, a leading provider of Web-based Field Service Management Software announces a full featured version of their flagship field service software available for use on Apple’s iPhone providing a 100% mobile solution for Field Service organizations.

Reston, VA (PRWEB) December 18, 2009 — Bella Solutions leading Web-based field service software is now available for use on Apple’s iPhone. Their flagship service software is fully functional on the iPhone providing a low-cost and easy-to-use completely mobile solution. Bella connects field resources to back office data, schedules, customer data and history. As a result, jobs are completed faster, more jobs are resolved on the first visit, and job status tracking is improved, all of which enhance customer satisfaction and increase profits. For additional information visit https://www.bellasolutions.com

Scheduling and dispatching field service resources while managing operations are challenges for all organizations. Many businesses still rely on out-of-date software, paper-based, and telephone-based processes to connect field service resources with the office. Traditionally, field resources have been required to physically visit an office or call office staff on the phone to receive dispatch instructions and Customer history, which is costly and takes time that could be better spent servicing customers. At the remote service sites, field resources often did not have ready access to the information required to complete the service call on the initial visit. In addition, once a service call was completed, the need for completed forms and other documents delayed the closing of the service order, which in turn delayed billing and reduced customer satisfaction. Bella Solutions end-to-end web based solution has enabled field service organizations to automate their processes, thereby reducing office costs and increasing field service productivity.

Company officials stated, “Our state-of-the-art web 2.0 technology allows us to provide solutions for state-of-the-art products like Apple’s iPhone. This capability increases the reach of our product into new and different markets that have already adopted or planning to adopt iPhones into their business process to provide a competitive advantage.”

About Bella Solutions:
Bella Solutions provides Web-based Field Service Management Software or SaaS (Software as a Service) for the Field Service industry. The software solution provides the ability to streamline operations by providing CRM, Work Order Management, Scheduling, Equipment Maintenance, Employee and Vendor Management, Reporting, Accounting, and Inventory Management all from one application accessed from any computer, laptop, or PDA connected to the internet. Bella Solutions provide a simple and all-inclusive software application specifically created for managing field service businesses entirely through the Internet. No expensive hardware, no complicated software…just a user name, password, and a small monthly fee.

 
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Bella Solutions Announces Dedicated Custom Built Web-Based Field Service Management Software

Bella Solutions, a leading provider of web-based Field Service Management Software announces a cost effective dedicated custom software solution for medium to large size businesses. Bella will customize their flagship service software and host in a dedicated environment to meet the specific needs of a customer at a fraction of the cost of traditional client-server software.

Reston, VA (PRWEB) November 28, 2009 — A dedicated custom built version of Bella Solutions leading web-based service software is now available to organizations looking to streamline field service operations without changing the way they do business. Bella Solutions will customize a solution to meet the specific needs of a customer at a fraction of the cost of traditional client-server software. In addition, the software can be branded to the customer’s specifications and will be hosted and maintained in a dedicated secure environment.

While Bella Solutions leading field service software is currently customizable to meet many businesses needs, this solution takes it several steps further with Professional Services and providing a dedicated standalone custom version based on the customer requirements.

Scheduling and dispatching field service resources while managing operations are challenges for all organizations. Many businesses still rely on out-of-date software, paper-based, and telephone-based processes to link field service resources with the office. Traditionally, field resources have been required to physically visit an office or call office staff on the phone to receive dispatch instructions, which is costly and takes time that could be better spent servicing customers. At the remote service sites, field resources often did not have ready access to the information required to complete the service call on the initial visit. In addition, once a service call was completed, the need for completed forms and other documents delayed the closing of the service order, which in turn delayed billing and reduced customer satisfaction. Bella Solutions end-to-end web based solution has enabled field service organizations to automate their processes, thereby reducing office costs and increasing field service productivity.

Bella connects the field technician to the back office systems and customer data. As a result, jobs are completed faster, more jobs are resolved on the first visit, and job status tracking is improved, all of which enhance customer satisfaction and increase profits.

Company officials said, “The Field Service Industry has been continually asking for an easy-to-use low cost customizable solution. Our state-of-the-art web 2.0 technology allows us to provide the customization our clients need at an extremely affordable price. The response has been overwhelming”

About Bella Solutions:
Bella Solutions provides web based Field Service Management Software or SaaS (Software as a Service) for the Field Service industry. The software provides the ability to streamline operations by providing CRM, Job Management, Scheduling, Equipment Tracking, Employee and Vendor Management, Reporting, Accounting, and Inventory Management all from one application accessed from any computer, laptop, or PDA connected to the internet.

 
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Not taking advantage of service scheduling software?

Not yet taking advantage of service scheduling software, dispatching and other daily business tasks? Here are two Web-based solutions, which could get you to erase the whiteboard for good.

Aimed at helping small- to mid-sized field service businesses, and customizable for service contractors, each solution includes capabilities designed to facilitate customer relationship management and job scheduling, dispatching, tracking, billing and invoicing entirely through the Internet. The applications can handle multiple location operations. With either solution, the developer/host maintains the software and hardware for a very affordable monthly fee. There is nothing to download or install — users log in from any computer, laptop or PDA connected to the Internet in the office or in the field, or before or after hours at home.

Bella Solutions Field Service Scheduling Software v. 4.2

Supports company customization of estimate, work order and invoice PDF forms with company logo, terms and conditions, and other defined inputs for a minimal fee: $49 per month for the first user, and $10 per month for each additional user (a free trial is available).

The program enables scheduling of emergency, one-time, multi-visit or periodically recurring jobs with drag and drop appointments. Management can schedule by viewing the availability of an individual technician or by an available date and time on the calendar.

Diverse calendar views support viewing of schedules for individual field resources, groups or the entire company by day, week and month. A color coded calendar allows users to identify assigned employees, vendors, location zones and job status at a glance, which can be an aid in fitting in additional work. Users can schedule recurring appointments daily, weekly, monthly or yearly. The application integrates with Google Maps for easy viewing and printing of driving directions to customer locations. It also features a personal dashboard for each technician that displays only his or her assigned jobs and to-do list.

If a technician in the field carries an Internet-connected mobile phone or PDA, a scheduler can send a text message alert of any new or updated job appointment. The technician, in turn, can update real-time information, including labor hours and job costs from the field. In addition, Internet-enabled technicians in the field can create a job estimate onsite, during a service call.

Customer relationship management capabilities include contacts, locations and job history details, including labor hours, expenses, materials, equipment and notes. Equipment tracking, including make, model, serial number and full service history and warranty information, can also be attached to a specific job and work order.

Accounting features include the ability to create invoices for a completed job or for partial payment, and to track open, outstanding and paid invoices. If a company prefers, transactions can be exported to QuickBooks or other accounting software.

Contractors can give approved customers online access through a special customer portal, for an additional $25 per month per 100 customers, which provides numerous self-service options such as requesting a new job or viewing open work orders or job history details.

 
Order Now: Field Service Scheduling Software

Spanish Version of “SaaS” Field Service Software Now Available

Web-based Field Service software is now available to view in English and Spanish improving usability for international Customers.

Reston, Virginia, February 24th, 2009 – Bella Solutions, a leading provider of Web-based Field Service software now provides a Spanish version of their software. This enhancement provides increased usability for multilingual Field Service companies to easily integrate the software into their current business process eliminating the need to change the way they do business. Field technicians no longer have to physically visit the office or warehouse or drive inefficient service routes. Bella connects the field technician to the back office systems and customer data. As a result, jobs are completed faster, more jobs are resolved on the first visit, and job status tracking is improved, all of which enhance customer satisfaction and increase profits.

Company officials said, “Our international Customer base is growing. We will continue enhancing the software to provide a user friendly, flexible, and robust solution for the global Field Service industry.”

About Bella Solutions:

Bella develops and markets a web based software application or SaaS (Software as a Service) for Field Service companies such as Cleaning Services, IT Services, Contractors, and many more. Essentially, the software solution can be utilized in any industry that manages field sales and technicians or remote resources. Bella provides the ability to streamline business operations by providing CRM, Service Job Management, Scheduling Tools, Equipment Tracking, Employee and Vendor Management, Reporting, Accounting, and Inventory Management all from one application accessed from any computer connected to the internet.

Scheduling and dispatching field service and sales resources are challenges for service organizations. Many organizations rely on paper-based and telephone-based processes to link field service workers with the office. Traditionally, field resources have been required to physically visit an office or call office staff on the phone to receive dispatch instructions, which is costly and takes time that could be better spent servicing customers. At the remote service sites, workers often did not have ready access to the information required to complete the service call on the initial visit. In addition, once a service call was completed, the need for completed forms and other documents delayed the closing of the service order, which in turn delayed billing and reduced customer satisfaction. Bella’s Web-based technology enables field service organizations to automate their schedules and dispatch processes, thereby reducing office costs and increasing technician and sales productivity.

Benefits of a Customer Portal for your Field Service Business with Service Management Software

Customer portals in service management software are a great tool to increase your customer satisfaction levels, grow your business, and increase profits. Sound too good to be true…? Well, it’s not! With today’s user friendly Web-based technology, creating Customer portals has almost become a necessity for businesses big and small.

Most likely, your Customers provide your only source of revenue. Offering “self-service” or “self-support” 24 hours a day, seven days a week is invaluable. According to a recent Forrester report self-service results in a 97% savings per customer interaction for your business. Also, the convenience and time savings create a win-win for your business and your customers.

Service Management Software Customer portals can be used in many ways. Some examples for your Field Service business are;

  • New Service Request
  • View Status of Open Service Requests
  • View History of Service Requests
  • Customer Support Questions
  • Billing/Accounting Questions

Customer Portals also give you the option of setting different access levels for each customer. From “view only” access to “full access” for viewing open time slots on your company calendar and scheduling an appointment.

Imagine the increase in customer satisfaction and reduction in support calls by implementing a service management software customer portal. You customers will also have the ability to access their account that you set up and control.

 
Order Now: Bella Service Management Software

Bella Solutions Announces Release of Version 4.2 Web Based Field Service Software

Version 4.2 Field Service Software provides customization and customer portal access greatly enhancing usability across all Field Service Industries. Clients experience increased customer satisfaction and increased profitability.

Reston, Virginia, Jan 5th, 2009 – Bella Solutions, a leading provider of web based Field Service software launches version 4.2. This release provides customization for Field Service companies to easily integrate the software into their current business process eliminating the need to change the way they do business. Field technicians no longer have to physically visit the office or warehouse or drive inefficient service routes. Bella connects the field technician to the back office systems and customer data. As a result, jobs are completed faster, more jobs are resolved on the first visit, and job status tracking is improved, all of which enhance customer satisfaction and increase profits.

In addition, a robust Customer Portal feature was added giving Bella clients the ability to greatly improve customer satisfaction by the use of online service requests and updates. Client’s customers are provided real time access to check Job status and history and provide feedback. Field Service organizations are able to reduce costs by automating this process and increase sales by maximizing technician’s time in the field.

Scheduling and dispatching field service and sales resources are challenges for service organizations. Many organizations rely on paper-based and telephone-based processes to link field service workers with the office. Traditionally, field resources have been required to physically visit an office or call office staff on the phone to receive dispatch instructions, which is costly and takes time that could be better spent servicing customers. At the remote service sites, workers often did not have ready access to the information required to complete the service call on the initial visit. In addition, once a service call was completed, the need for completed forms and other documents delayed the closing of the service order, which in turn delayed billing and reduced customer satisfaction. Bella’s web based technology enables field service organizations to automate their schedules and dispatch processes, thereby reducing office costs and increasing technician and sales productivity.

Company officials said, “We work closely with our Client base who provide invaluable real world needs. Merging these needs with our flexible technology allows us to provide the best possible solution for the Field Service Industry.”

Bella develops and markets a web based software application or SaaS (Software as a Service) for Field Service companies such as Cleaning Services, IT Services, Contractors, and many more. Essentially, the software solution can be utilized in any industry that manages field sales and technicians or remote resources. Bella provides the ability to streamline business operations by providing CRM, Service Job Management, Scheduling Tools, Equipment Tracking, Employee and Vendor Management, Reporting, Accounting, and Inventory Management all from one application accessed from any computer connected to the internet.