Integrator Technician Field Software Usage (Statistics)

By: IPVM Team, Published on May 07, 2018

Maintaining accurate notes and documentation from field technicans is a difficult and important task for a security integrator operation. Keeping technicians, service managers, and salespeople aware of conversations and site visits can increase customer satisfaction and lead to more sales. In our Integrator Help Desk Software Usage report, an integrator asked us about field service software, so we issued a new survey.

150+ integrators responded to:

What software do your technicians use in the field to record and track interactions with customers? Why?

*********** ******** ***** *** documentation **** ***** ********** is * ********* *** important **** *** * security ********** *********. ******* technicians, ******* ********, *** salespeople ***** ** ************* and **** ****** *** increase ******** ************ *** lead ** **** *****. In ************* **** **** ******** Usage ******, ** ********** ***** us ***** ***** ******* software, ** ** ****** a *** ******.

***+ *********** ********* **:

**** ******** ** **** technicians *** ** *** field ** ****** *** track ************ **** *********? Why?

[***************]

*** ******* *******:

No ******** ** ********

**** ** *** ********* indicated ***** ** ******** system ** ***** ********** interactions. ** **** ** those ***** **** ********** themselves ** * ***** company, *** ******* ** electronic ***** *****. ****** cited ***** ***** ******* of * ******** ***** of ********. * ****** of *** ********* *****:

  • "****, *** ** ***** for **"
  • "**** ** *** * small * ******* ******** with ** *********."
  • "******* *** ****** ************. We ***** *** ***** to **** **** *******. If ****** ******, * supervisor ***** **, *** that ** ********** ****."
  • "****, ** ***'* **** of *** ********* *** it's *** ******* *** us ** **** ***** "
  • "*** ****** ******** ******** at **** *****"
  • "** ** *** *** any ******** *** **** purpose"
  • "** ******** ** **** kind ** ****"
  • "****. ***** ****** ******* about ** *** ****'* really ***** ** ** necessary. "
  • "*** ******* *****'* ****** anything **** ****."
  • "** ******** ** **** time "
  • "**** ***'* ***** ***********"
  • "****."
  • "****. **** *** *** report ***** *** ***** work ** *********. "

Project ********** / ****** / *** ****

**% ** ********* ***** Project ********** ****, ****** apps, ** ****** ******** being ****, **** ************* and **** ******* ***** as *** ******* ******* for ***. **** * few ******** **** **** 2 *********:

  • "** *** ********** ** all ************ *** **** are ****** ** *** cloud. * ******* **** has *** **** ************ and ********."
  • "*********.*** ** **** ** the ***** ******* ** is ********** *** ***** our ******* *****."
  • "** *****. ***** *** business ***** ******** ** happenings ** ***** ********. "
  • "********. ******** ****** ********* to **** *** ** service, ******** *** * number ** ***** ******. Evernote ** **** ********** into *** ****** ***** logs *** ****** ** all **** **** **’* or *******. "
  • "** **** *** ***** now. ****** *** *** Zoho *** ***** ** software ***** ** **** to ********* *** *** techs. "
  • "****, ** ******** ** with * ********, ***, and ****** ******* **********. "
  • "********* ****** *** ******, all ***** *** **** visits *** ******."
  • "******* ******* (***, ***). No ******* ***."

ConnectWise **** ****** ******** ********

*** ******** **** ***** by **** **% ** responses, *******, **** ** those **** *********** **** implementations, ********* *** ***** of **** ********** ******* (******** ****** ******* ********,******** ********,******** ********** ******* ********):

  • "** *** ****** ** ConnectWise ** ** * better *** ** ********* and ********** ***** *******. We ******* *** ******* to ****** ***** *** review ***** ******* **** the ****** ** ********* to *** ******** ** quality ********."
  • "*********** - ** ** our *** *** *********** depot *** ************* *******. Outlook - ******* ***-**-*** correspondence"
  • "** *** ****** ** connectwise *** * **** integrated **********."
  • "** **** * ******* sheet ***** **** ***********"
  • "** *** *********** *** track ************ *** ******* when *** **** ** in *** *****."
  • "***********. **** *** ** is *** ******** ** a ***** ***** ****** should ** **** ** pick ** ***** **** left *** ** **** of ******** ** ******* the *******. "
  • "** *** *********** ********** to ****** **********."
  • "*********** ******. ** *** it *** **** ******** and ************* **** *** customers ** ****** ******* and ************** ****** ** update ****. "
  • "***********. *** ******* *** are ***** *** ******* through ***********. ** *** not ** **, ** didn't ******! "
  • "*********** */******* ***********. **** is *** *********** ******** that *** ******* ** using ** **** ****."
  • "*** *********** *** *********** mobile *** ****** ******** but ** ** *** use ** ** ******** with *** ******** *** sign **** ** ********. "
  • "*********** ** **** ** supposed ** ** ****, but **'* *** ******....** they ***'*. "

*****

* *** ** ******* responses ***** ***** ** dedicated ******** ******* *** taking *****, *** ******** communications ******* ******:

  • "****** ***** **** ******** interactions ** ***** ***** email ******* **** ***** to ****** ** *****, issues **** ******** ******** equipment, ***."
  • "**** **** ***** ** down *** **** ***** it **** ** *** office **** *** *** report. ***** **** **** has ****** ****** *** us."
  • "***** *** ** ****** use ****** *** **** docs"
  • "** *** ** **** any ************** **** *** pertinent ** * ******* recorded *** *****"
  • "*****. *** ** ***** is * ******* *** have * ****** ** it."
  • "** **** ***** **** document ************ ** ***** daily ***** ******* **** relay ** ****** ** scope, ****** **** ******** provided *********, ***. "
  • "**** ***** **** ** the ******. "
  • "*****"
  • "**** ******* ***** **************"
  • "...****** ** ******. "** we *********" ****** ** clarify *** ************ *** deliverables ***** *****."
  • "*** ****** *** ******* in ******* *** ********* by ******** ****"
  • "*** ***** *** **** visits *** ******. ****** are *** ******** ** with *** ****** **** and *****."

Comments (10)

Ty Mullen

COR Security, Inc. | 05/07/18 04:01pm

**** ****'* * ******. I *** ****** ***** was *-* ********* **** were **** ******. * will **** ** ***** out ***********.

Andrew Montgomery

IPVMU Certified | 05/07/18 09:38pm

** **** **** ************* **** **** ***** with **. ** ***** not ** *** **** fit *** ******** *** it ** * ***** tool *** **. * just **** ** ******* more **** *** ****** to ** ******** * task ** ** **** teams ******* ** *****.

**'* **** ** *** as ****.

Ty Mullen

COR Security, Inc. | In reply to Andrew Montgomery | 05/07/18 09:47pm

*** **** ** *** tied **** **** **********/******* system ** ***, *******?

Undisclosed Integrator #1

05/09/18 08:19pm

*********** ****** ******! ***** taking *** **** *** investing * ***** ******* the ******** ********* ** fail. ***** * ******** of **** ******* ** try *** ******* *** desired ****** ** ********** hit * **** ***** their ******** **** ***** not *******. ***** *** some ***** ****** ***** that ***** ** ****, but ** ***'* *** management ** ***. * tried ********** ****** ** no ***** ********* *** the *** ** *** top. **** ** ***** to ***** ************ ******** they *** *** ****** progressive ********* ** ***. If *** **** ** use *** ********* *** any **** ** **** business **** ******** ** a ********. **** ***'* do **. ***** **** a **** ** ***** issues **** **** ****'* work. ** *** *** using ****** ** **** the *** ******** *** completely ********. **** **** separate ***** *** **** trying ** ********* *** two *** ********. ***** all *** ****** *** failed ******** **** ***** week ** ************** ** pulled *** **** *** 8 ****** ***** *** still ******** *** * call **** *** ******. BEWARE!!!

Michael Miller

In reply to Undisclosed Integrator #1 | 05/09/18 08:41pm

* ***** ** ********* in ******* **** ******* about **** ******. *********** is ** ******** *** and *** **** ** configure ** ** ** anything *** ****. ** is * *** ** work ** ***** *** make ** **** *** you ****. *** ***** to *** **** ***** have **** **** ***** I ****** ** ******* it *** ** *** over *** **** *** we **** ***** **** it *** ** *** much ******* ***. ** had ** ****** **** Sell ************ **** ** but ***** *** ***** issues ***** **** ** not *** **** ******** for ************.

** **** ****** *** Connectwise ***** ** *******/******* with ***** *********** ******** that **** ********** **** the *******. **** *** been * **** **** to *** *** ******* implemented. ** *** ***** your ***** ** *** Connectwise ***** ** ******* or * **** **** kidding ********. *** **** people ********* ** ****** it *** ***** **.

Undisclosed Integrator #2

In reply to Michael Miller | 05/15/18 03:04pm

*********** #* *** ******* Miller,

***** *** **** *** the ***********. ** *** considering ************ *********** ** an *********** ** ********* Dynamics **********.

*******,

*** *** ***** *********** as **** "**** ********" for ******* **********, *********, etc ** **** ** a ******* ********** *** Service ********** ****?

***** *** ****!

Michael Miller

In reply to Undisclosed Integrator #2 | 05/15/18 03:07pm

** *** ***** *********** as * **** ********. It ** ********** **** Xero ** *** *** invoices *** **** ****** Connectwise.

Ty Mullen

COR Security, Inc. | 05/09/18 08:49pm

** * ***** * mentioned ** * ******** thread, ** **** ***** we *** **** ******* for ********* ****** **** ties **** *** ********** software. ** *** ****** to ***** *** ***** hand ******* **** **** they *** ***** *** left *** **** ***** they *** *****. **** having ******* **** **** to ****** **** ***** and **** ** **. If ** *** * little **** ******** **** that, ** ***** ** a ******* *****. ********** CRM ***** ** *******.

**** * ***** ** evaluate *** ******* ********* I **** ****** **** in **** ****** ** interested.

Michael Miller

In reply to Ty Mullen | 05/09/18 08:53pm

** *** ******* *** something ****** **** *****’* do ********* **** * look *************

Joe Piacentino

06/05/18 03:32pm

** **** **** ***** Smart ******* ***** ********** with *** **********. **** also ***** **** * mobile ****** *** *** technicians ****** ******. ** love *** ********. ** do ******* **** *** time ***** ************* *** the ***** ** *** mobile ******** *** *********. The ***** **** ** idea *** **** ***** they **** ****** *** week *** ****** ****** make *** ***********. ***** than **** ** *** been **** ** **.

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