How do you choose a Service Management solution?
Service Management software can be highly complex – so to choose the right solution, it’s important to thoroughly assess your service needs as an organization. That way, you can hold technology features up to scrutiny and make sure the solution works for you.
Be aware that the different service functions in a business can be highly disconnected from each other – and it’s the job of Service Management software to bring them all together, creating a seamless experience for the customer.
The last thing you want to do is to force your existing service processes into a rigid mold, simply to suit the limitations of your software. If you do that, you could end up taking a step backwards, because you’re no longer putting the needs of your customer first. Instead, try to retain what works about the service you currently deliver, while still looking for the efficiencies which derive from effective automation.
So when looking for a Service Management solution, try asking yourself questions like these:
- Will this parts management system, for example, work for the multiple tiers of service appointments that my business currently deals with?
- Does this crew management system allow me to manage workers the way that they actually work – or does it just add names to a list?
- Does this optimization software help me manage the global appointments that my company may need to provide to clients?
These are just examples, but the important point is to assess the software in line with your unique needs. That way, you can ask the question “What is Service Management?” from the point of view of your own organization.
Of course, to do this effectively you’ll need input from end users in different parts of your business – from customer service staff to depot managers or from field engineers to the social media team. As ever, get an executive sponsor to bring it all together, helping make sure that funding is available and to help drive end user adoption.
When a Service Management solution is closely aligned with the way you want to serve your customers, now and in future, then it’s the right solution for you.