Pitfalls when choosing field service software, and how to avoid them
The most common pitfalls when choosing field service software are picking based on price and feature lists alone, underestimating offline functionality and mobile use, overlooking integration needs with existing systems, and underestimating the time implementation and training actually require. Most bad purchases don't happen because the software lacks features, but because the wrong things get weighted most heavily in the selection process.
The most common pitfalls
Choosing based on price and feature lists alone
A long feature list says nothing about how the system actually feels to employees in the field. A system can look complete on paper and still turn out to be cumbersome in practice, if it hasn't been tested by the people who will actually use it every day.
Underestimating offline functionality and mobile use
Many companies only test the mobile app at the office with good network coverage. The problems only show up once employees are in a basement, on a construction site, or somewhere without a stable connection, and data either gets lost or can't be registered.
Overlooking integration needs with existing systems
The need to connect the field service system with an existing ERP system, accounting software, or payroll system is often only discovered after the decision has been made. It's far cheaper to map out the integration needs for API integrations, EDI, or payroll before choosing than afterwards.
Underestimating time for implementation and training
Even a good system requires employees to become comfortable with it. If implementation is squeezed into too little time, or without clear internal ownership, many fall back on old, manual habits during the period when the system should have taken over.
How to avoid the typical pitfalls
Involve field employees early in the process
The employees who will use the system day to day often spot problems and needs that management doesn't think of on its own. Let them try the mobile solution before the decision is made.
Test the solution under real conditions
Try the system where the work actually happens, including places with poor network coverage, instead of only testing it at the office.
Map out integration needs before you choose
Make a short list of which existing systems the field service software needs to work with, and ask about it specifically when you're talking to the vendor. See Microbizz' modules for an overview of what can typically be connected.
Frequently asked questions about choosing field service software
Is the cheapest option always the worst?
No, but a low price without real offline functionality or integration with your other systems can quickly hide a much higher cost in manual work afterwards.
How much time should we set aside for implementation?
It depends on the size of the company and the number of modules, but set aside realistic time for employees to become comfortable with the system, instead of squeezing it in alongside day-to-day operations.
Should we choose the system with the most features?
Not necessarily. Look at what's actually a must-have from day one and what can wait, instead of choosing based on which system has the longest feature list.
What's the most overlooked pitfall?
It's typically offline functionality. Many companies only discover the limitation once employees are somewhere without coverage, and by then the decision has already been made.
