Workforce navigation software is not new, and thanks to technological innovation it’s evolving at a rapid pace with new solutions and offerings appearing on the market almost daily. It’s thanks to this innovation that the software is becoming increasingly popular, but many still remain skeptical.
Some companies are concerned that integrating new technology will be time-consuming and complicated while others fail to see how this innovation will impact their bottom line. Rather than reflecting the reality on the ground, such thinking is simply a by-product of the many harmful misconceptions surrounding such optimization software.
Confronting misconceptions head-on
It’s important that we confront this thinking head-on if we plan on serving the modern customer who is ready and accustomed to the kind of experience that only workforce navigation software can provide. Companies that fail to adapt will be left behind.
There is an undeniable need for technology which can provide customers with a seamless experience. One report from Research and Markets suggests that the Field Service Management industry will grow from $1.7 billion in 2016 to an estimated $3.61 billion by 2021. Companies that miss out on this are doing themselves and their customers a disservice.
It’s all about putting customers first
Workforce navigation software is about putting the customer first, and ensuring they enjoy a seamless experience. And it’s generally only companies which have been blinded by the many misconceptions surrounding this technology that fail to see this.
Here are 5 of the biggest misconceptions all companies considering workforce navigation software should be aware of.
1. It’s complicated and time-consuming to implement – false
Most field service management software can be adopted with ease and minimal disruption. While this varies from solution to solution, it can take anywhere from a few days to a few weeks to be up and running. The process is generally seamless and only requires a few minutes from the customer. Also since most of this software relies on mobile devices, it makes the process that much easier.
2. It requires a company to overhaul their current IT system – false
Most field service management software is SaaS which means that it doesn’t affect a company’s IT infrastructure in any way. Additionally, there is no need to worry about storage or external servers as this is something the software provider takes care of. In many ways, integrating field management software has a plug and play feel to it.
3. There’s a steep learning curve and a need for extensive training – false
Most field management service software is designed to be user-friendly and intuitive to use. A lot of the time the software has a similar feel to the apps and other SaaS platforms service providers are already familiar with. While there will be some learning curve, as there is with any new software, most of the time extensive training isn’t required.
4. Workforce navigation software isn’t safe – false
Since most field service management software is cloud based, some companies fear it may be vulnerable to hacking. This is rarely true, and in the instances where there was a security breach it was often due to user error. In fact cloud storage can actually help prevent a breach as entry is often very secure and restricted by things like multi-factor authentication and tokens.
5. The software is costly and won’t impact a company’s bottom line – false
Some companies are reluctant to invest in field service management software as they fail to see how it will be beneficial. There is also a fear that integrating new software will end up costing too much and may even hurt a company’s bottom line. This couldn’t be further from the truth.
In fact research suggests that adoption of this software is delivering impressive revenue growth globally. Research from Gartner also shows that in only 9 months most companies will see the financial benefits of investing in field service management software. Additionally, a survey conducted by McKinsey found that 60% of the companies surveyed reduced communication costs and 44% were able to significantly reduce travel costs.
6. Optimization is the same thing as scheduling – false
The words optimization and scheduling are often used interchangeably when in fact they’re two very different things. Scheduling is a simple and often automated process whereby the service provider will make and adjust appointments based on cancellations and delays. This isn’t the most efficient approach and doesn’t always work. With scheduling, for example, the service provider is unable to adjust the schedule to reflect traffic delays or work time. Optimization is a more sophisticated way to handle appointments. Adjustments to the schedule are often made in real-time and dynamically to reflect changes as they happen.