Service Management Software: Making the Most of Your Service Calls


Whether it’s been for an alarm system installation, a cable signal problem, a recurring DSL connection issue, or some other maintenance concern, we’ve all had times when we’ve been waiting at home between 10:00 and 2:00. Yet, the technician fails to come, and we receive no call from the service provider notifying us of the delay and to provide an estimated arrival time. As we sit and wait, we can’t help but wonder if the company is using service management software to manage its daily appointments. Of course not, since most of us aren’t aware that service management software exists to eliminate many of these unfortunate situations — perhaps many businesses are not aware of service management software either.

Service management software would help limit many excruciatingly long wait times, provide more accurate technician arrival estimates, and provide various order and service tracking mechanisms that all ultimately create a more content customer. No customer enjoys having to call in a service request, especially when it’s for a service they use on a daily basis, like their Internet connection, but with service management software, providers can be assured they are truly resolving the issues as efficiently as possible.

Among the benefits of service management software is the simplification of technician scheduling — consider the difference between using a paper calendar and Outlook to manage your personal schedule. Not only will appointments be more accurately recorded, service management software can provide information to more efficiently distribute appointments based on the nature of the problem, the location, and any other relevant features.

In addition, service management software can provide advanced tracking mechanisms to ensure that all communications and services — including the initial inbound call to follow-up requests and parts orders — are appropriately tracked. Thus, once a technician has performed his task(s), service management software provides all the necessary information as to problem resolution as well as any necessary future attention, which will also be efficiently handled by the service management software.

At times, there is little that can be done about delays in service, but service management software can ensure that those instances are limited. Service management software will help better allocate technician time, manage and file service filled and outstanding orders, maintain records of communications with customers as well as technicians, re-route technicians reallocate service orders on the fly, and more. In short, service management software can do much in the way of creating a more efficient service environment, regardless of your business. Ultimately, in doing so, service management software will help you guarantee the satisfaction of your customers. There is little that can be done about service calls — they are an unfortunate part of your business — but with good service management software, you can create an environment where they are not detrimental to your business success.

Erik Linask is Associate Editor of INTERNET TELEPHONY, IMS Magazine, and SIP Magazine. Prior to joining TMC, he was Managing Editor at Global Custodian, an international securities services publication. To see more of his articles, please visit Erik Linask’s columnist page.



Erik Linask Associate Editor