A Great Tool for Field Service
Use Cases and Deployment Scope
As a provider of Equipment Repair Services, we utilize Service Fusion to schedule and route our Repair Technicians to their jobs. We manage the whole schedule through the Service Fusion Application. When an inquiry comes in, we immediately enter the ticket into the application including all details gathered from the customer, assign a technician based on skill/experience, and then issue the ticket. Service Fusion has an integrated GPS program that our technicians use to chart the route to their destination as well! Lastly, we use the Service Fusions reporting tool to document any actions taken onsite and send the report directly post-job completion to the customer for reference/record.
Pros
- GPS Integration for routing agents/technicians to job sites.
- Reporting, especially post-ticket completion.
- Customer Management - containing all pertinent files and information for a given customer.
Cons
- Integrations with 3rd Party Applications - especially CRM.
- Access permissions are complicated and somewhat unnecessary.
Most Important Features
- GPS Integration.
- Customer Information Database.
- App-integration to push tickets/jobs to field service staff.
Return on Investment
- Postive ROI.
- Streamlined scheduling process for field service calls.
- Reporting has generated a traceable trail for long-term customers, to help better serve their needs.
Other Software Used
HubSpot CRM, Wave Accounting, Trello, QuickBooks Desktop Premier, Adobe After Effects, Adobe Premiere Pro, Adobe Illustrator CC, Adobe PhotoShop