Suitable for both residential and commercial service work, the software also integrates with optional modules that address additional specific business operations, including service agreements for recurring work orders, time sheets, and inventory management across multiple locations. Certain of the add-on features depend upon the version of QB that is integrated.
How it works: Working from a color-coded dispatch board, the dispatcher can see the pending work schedule with a daily view, weekly view, map view, and list view. The dispatcher can easily drag and drop jobs to accommodate emergency jobs, jobs running long, re-assignments, etc. and can also manage contract terms, service intervals, invoice status, and customer discounts from the browser interface.
The dispatcher sets the priority of a work order when it is created and can flag any work order–e.g. if a tech needs a supervisor’s opinion or approval on an aspect of a job or if a job needs parts.
Field techs equipped with the Intuit FSM mobile app can see their schedules, pick up new work orders and enter an estimated ETA, access driving directions, utilize past equipment service history, and receive alerts of flagged work orders (e.g. emergency work orders). Technicians can also create field estimates and new work orders, close out jobs, create invoices that can be synchronized to the office from the field, and accept customer signatures and payment on the spot.
When a technician completes a job and travels to the next one, GPS updates will reflect on the dispatcher’s map as part of a “bread crumb” trail of the tech’s locations throughout the day.
Popular reports include compilation and list or chart viewing of key performance indicators (e.g. revenue and work order volume month-to-date, quarter-to -date, last quarter), technician performance metrics (on-time, late, etc.) and key operational metrics such as number of repeat customers and backlog reporting.
The optional Preventive Maintenance/Service Agreement module enables the dispatcher to schedule recurring work orders with the preferred technician and enables the ability to send the same technician each time to the jobsite, along with, for each recurring work order, the specific checklist of work to be performed. It also includes automated invoicing.
The add-on Time Card module, which integrates with QuickBooks Desktop Pro/Premiere/Enterprise but not with QuickBooks Online, features time cards on each field technician’s mobile phone converting work order start and end times into payroll records for review by the office prior to synchronization into the Weekly Timesheet in QB Desktop Pro/Premier/Enterprise.
The Advanced Reporting module offers metrics on sales by city, job type, and customer dashboard, as well as paid invoices by sales reps, and inventory stock by item. The QBES Platinum Advanced Inventory module enables tracking of inventory in multiple locations. When IFSM is integrated with QBES, inventory used in an IFSM invoice is decremented from the corresponding location in QBES upon synchronization.
IFSM software includes online help and toll-free technical support to help guide users through configuration and use of various software applications. Pricing: the system carries a monthly subscription, sliding scale per user/per month.
XOi (XOi Technologies, www.xoi.io, 800/230-7047) is a cloud based platform that enables utilization of visual documentation and real-time remote video support from and in the field. Developed for use by field service companies, XOi can be a stand-alone platform or integrated seamlessly within existing field service solutions.
How it works: Using the XOi Vision app, field service technicians can utilize the camera on their existing devices to document their work at each jobsite with photos, videos, search tags, and custom notes, enabling sharing of job information virtually internally with their office and with customers.
Each photo and video can be tagged by make, model, serial number, and additional custom tags, allowing technicians to easily search and reference completed jobs.
The technician also have the ability to attach job documentation, photos, and videos directly to a work order within the company’s FSM for customer viewing, essentially allowing the customer to remotely see the work a technician performs onsite while avoiding in-person contact between customer and contractor.
In addition, the XOi Vision app’s capture feature uses optical character recognition (OCR) to automatically generate tags for make, model and serial numbers, enabling technicians on the job to source diagnostic resources, including manuals, diagrams, and schematics. This also gives technicians the ability to request input from others accessing the data or supervisors or service managers offsite who, drawing on the cloud-based repository of manuals, wiring diagrams and videos, can push specific materials to technicians in the field.
Pricing structure: tiered based on number of technicians.
Patti Feldman writes articles and web content for trade magazines and manufacturers of building products. She can be reached at [email protected].