Evaluating Field Service Management Software: Asking the Right Questions for Your Business


Christopher Schobert
Director of Communications
May 22, 2019
minutes to read

Get to the Point:

  1. Identify the Features You Need — Don’t get caught up in bells and whistles that will add nothing to your bottom line.
  2. Consider Whether Your Team Will Find the Software Easy to Use — Ask about usability, and also look to resources like Capterra for info.
  3. Discuss What Type of Training Is Available— Find out whether training will be offered, both during implementation and afterwards.

Deciding on field service management software for your plumbing, HVAC or electrical business is one of the most important and possibly costly decisions an owner will ever face. A poor choice can mean your growth will slow — or stop entirely — while your competitors leap ahead. On the other hand, a strong, informed choice can make you the envy of your peers.

Knowing how to evaluate software, then, is essential. And whether you are reaching out to or being called by a software company, talking shop at a trade show, or browsing a software company’s website, you need to understand what to look for.

Before moving on to the questions you need to ask any software company you are considering, there are things you need to ask yourself.

  • What features do I need?
  • What features might be important to me in the future?
  • How can I be sure my team will be open to a change?

Let’s explore what you’ll want to know from representatives of any software company you contact, or that reaches out to you. Here are a few of the questions you need to ask.

“What features are offered?”

No two software options are exactly the same, so look closely for the features you know you’ll need every day, like scheduling, dispatching, invoicing and reporting. But never assume a feature is available — ask, and make sure.

No two software options are exactly the same, so look closely for the features you know you’ll need every day.

This is also a time to be careful about getting caught up in bells and whistles that are enthusiastically shown to you but will really add nothing to your bottom line. An ability to show video presentations (that you need to create) to customers who need a new toilet is nice. But is it really going to drive sales more than taking some of that extra money you’d spend and bringing in a sales trainer to work with your team?

It’s also not a bad idea to search for news about software updates. Most companies will highlight the latest software updates on the news or blog pages. Release notes are also a useful resource. Some companies, such as Slack, have a lot of fun with release notes. (Example: “Want to upload multiple images at the same time from the message box? In both channels and threads? Of course you do. And now, you can! Hurrah.”)

Seeing news of recent updates is a good sign. Software that does not evolve is never going to be a long-term solution for your business.

“Will my team be able to use this?”

Software will do your company no good if it’s too difficult to use. So where do you turn for the real dirt on usability? You certainly will want to ask the software company representative you are speaking with to outline what makes their product easy to use.

However, Capterra is another great option. The business software site features user ratings and reviews, making it an unbiased resource for info. You will note that one of the ratings categories is “Ease of Use,” and as you scroll down the page you’ll see that each user’s individual rating for that category is at top. Also make sure to check out Capterra’s annual usability rankings.

“How will my team be trained?”

Remember the old coach’s saying, “You’re only as good as your training”? Spend some time on industry message boards and you’ll see that complaints involving training are a common occurrence. Imagine spending weeks or months deciding on software only to find that the training you need is not going to happen. Or, if training is an option, that you have to pay extra for it and it doesn’t effectively get your company or your team ready to use the new system.

Complaints involving training are a common occurrence on industry message boards.

But in addition to (often justified) complaints, you’ll also see praise for companies like Pointman that devote significant time and resources to the training and implementation process. When chatting with a company representative, ask he or she to break down that process in detail.

Oh, and remember, training doesn’t end a couple weeks after you bring on a new system. You surely will have turnover in your business. No one wants it, but we know it happens. How will new members of your team be trained? Can you afford to have a system that all of a sudden no one can use, or if they do, they are doing so incorrectly?

If they can’t explain that process properly, it might not be the company you want to put your time, money and trust into.

Why our members have chosen Pointman PACT

How all of these questions are answered will contribute a great deal as you make your software decision. At Pointman, we know this well. These are the questions we hear each day!

Our testimonials page, which features some first-hand stories from current Pointman PACT members, will explain our approach a bit more. These member comments touch on all of the questions referenced above:

  • Features: “The software has so many useful tools and features.”
  • Ease of use: “It’s easy to use and understand.”
  • Training: “Customer representatives assured me they would make sure we had the training we needed to implement the product — and they followed through!”

We love talking with business owners about their successes and goals, and we also love explaining how PACT can help. This all-in-one growth solution is the only field service management software that is supported by unlimited business coaching, a team of analysts and a community of peers. So bring us your questions, and we’ll do our best to answer.

Behavior between jobs is another matter. It’s not uncommon for a tech to stop and grab food on the way to a job, or maybe get gas. However, business owners need to keep a close eye on how long these stops stretch. Are we talking five minutes, or 30? If you spot your truck idling at a gas station for half an hour, you’re losing money.

If you spot your truck idling at a gas station for half an hour, you’re losing money.

There is a greater issue here, as well. You set expectations with customers that a tech is going to arrive at a certain time. A tech who spends too long eating or pumping gas may also be arriving late to jobs. We all know the importance of customer expectations — as well as the importance of customer reviews …

So make clear to your techs that you are watching. Just as you set expectations with customers, you also must set expectations with your employees. When you’re using a field service management software like Pointman with advanced timecard management and time-tracking capabilities, it’s easy — every employee gets into the routine of setting their status (dispatched, starting a job, meal break, etc.) whenever it changes throughout the day. As long as you enforce using it consistently, your techs will know they’re always accountable for their activities and whereabouts.

Pass Along these Points
Do you want to see why Pointman is the solution for many of the most successful contractors in the industry today?
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Do you want to see why Pointman is the solution for many of the most successful contractors in the industry today?
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