Integrator Technician Field Software Usage (Statistics)

Author: 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?

*********** ******** ***** *** ************* **** ***** ********** ** * difficult *** ********* **** *** * ******** ********** *********. ******* technicians, ******* ********, *** *********** ***** ** ************* *** **** visits *** ******** ******** ************ *** **** ** **** *****. In ************* **** **** ******** ***** ******, ** ********** ***** ** ***** ***** ******* ********, ** we ****** * *** ******.

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

**** ******** ** **** *********** *** ** *** ***** ** record *** ***** ************ **** *********? ***?

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

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

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

**** ** *** ********* ********* ***** ** ******** ****** ** track ********** ************. ** **** ** ***** ***** **** ********** themselves ** * ***** *******, *** ******* ** ********** ***** trail. ****** ***** ***** ***** ******* ** * ******** ***** of ********. * ****** ** *** ********* *****:

  • "****, *** ** ***** *** **"
  • "**** ** *** * ***** * ******* ******** **** ** employees."
  • "******* *** ****** ************. ** ***** *** ***** ** **** with *******. ** ****** ******, * ********** ***** **, *** that ** ********** ****."
  • "****, ** ***'* **** ** *** ********* *** **'* *** crucial *** ** ** **** ***** "
  • "*** ****** ******** ******** ** **** *****"
  • "** ** *** *** *** ******** *** **** *******"
  • "** ******** ** **** **** ** ****"
  • "****. ***** ****** ******* ***** ** *** ****'* ****** ***** it ** *********. "
  • "*** ******* *****'* ****** ******** **** ****."
  • "** ******** ** **** **** "
  • "**** ***'* ***** ***********"
  • "****."
  • "****. **** *** *** ****** ***** *** ***** **** ** completed. "

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

**% ** ********* ***** ******* ********** ****, ****** ****, ** hosted ******** ***** ****, **** ************* *** **** ******* ***** as *** ******* ******* *** ***. **** * *** ******** more **** * *********:

  • "** *** ********** ** *** ************ *** **** *** ****** in *** *****. * ******* **** *** *** **** ************ and ********."
  • "*********.*** ** **** ** *** ***** ******* ** ** ********** and ***** *** ******* *****."
  • "** *****. ***** *** ******** ***** ******** ** ********** ** wider ********. "
  • "********. ******** ****** ********* ** **** *** ** *******, ******** and * ****** ** ***** ******. ******** ** **** ********** into *** ****** ***** **** *** ****** ** *** **** open **’* ** *******. "
  • "** **** *** ***** ***. ****** *** *** **** *** suite ** ******** ***** ** **** ** ********* *** *** techs. "
  • "****, ** ******** ** **** * ********, ***, *** ****** support **********. "
  • "********* ****** *** ******, *** ***** *** **** ****** *** logged."
  • "******* ******* (***, ***). ** ******* ***."

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

*** ******** **** ***** ** **** **% ** *********, *******, half ** ***** **** *********** **** ***************, ********* *** ***** of **** ********** ******* (******** ****** ******* ********,******** ********,******** ********** ******* ********):

  • "** *** ****** ** *********** ** ** * ****** *** of ********* *** ********** ***** *******. ** ******* *** ******* to ****** ***** *** ****** ***** ******* **** *** ****** is ********* ** *** ******** ** ******* ********."
  • "*********** - ** ** *** *** *** *********** ***** *** communication *******. ******* - ******* ***-**-*** **************"
  • "** *** ****** ** *********** *** * **** ********** **********."
  • "** **** * ******* ***** ***** **** ***********"
  • "** *** *********** *** ***** ************ *** ******* **** *** tech ** ** *** *****."
  • "***********. **** *** ** ** *** ******** ** * ***** where ****** ****** ** **** ** **** ** ***** **** left *** ** **** ** ******** ** ******* *** *******. "
  • "** *** *********** ********** ** ****** **********."
  • "*********** ******. ** *** ** *** **** ******** *** ************* with *** ********* ** ****** ******* *** ************** ****** ** update ****. "
  • "***********. *** ******* *** *** ***** *** ******* ******* ***********. If *** *** ** **, ** ****'* ******! "
  • "*********** */******* ***********. **** ** *** *********** ******** **** *** company ** ***** ** **** ****."
  • "*** *********** *** *********** ****** *** ****** ******** *** ** do *** *** ** ** ******** **** *** ******** *** sign **** ** ********. "
  • "*********** ** **** ** ******** ** ** ****, *** **'* too ******....** **** ***'*. "

*****

* *** ** ******* ********* ***** ***** ** ********* ******** package *** ****** *****, *** ******** ************** ******* ******:

  • "****** ***** **** ******** ************ ** ***** ***** ***** ******* that ***** ** ****** ** *****, ****** **** ******** ******** equipment, ***."
  • "**** **** ***** ** **** *** **** ***** ** **** to *** ****** **** *** *** ******. ***** **** **** has ****** ****** *** **."
  • "***** *** ** ****** *** ****** *** **** ****"
  • "** *** ** **** *** ************** **** *** ********* ** a ******* ******** *** *****"
  • "*****. *** ** ***** ** * ******* *** **** * record ** **."
  • "** **** ***** **** ******** ************ ** ***** ***** ***** updates **** ***** ** ****** ** *****, ****** **** ******** provided *********, ***. "
  • "**** ***** **** ** *** ******. "
  • "*****"
  • "**** ******* ***** **************"
  • "...****** ** ******. "** ** *********" ****** ** ******* *** expectations *** ************ ***** *****."
  • "*** ****** *** ******* ** ******* *** ********* ** ******** name"
  • "*** ***** *** **** ****** *** ******. ****** *** *** recorded ** **** *** ****** **** *** *****."

Comments (10)

Ty Mullen

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

**** ****'* * ******. * *** ****** ***** *** *-* platforms **** **** **** ******. * **** **** ** ***** out ***********.

Andrew Montgomery

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

** **** **** ************* **** **** ***** **** **. ** ***** *** ** the **** *** *** ******** *** ** ** * ***** tool *** **. * **** **** ** ******* **** **** one ****** ** ** ******** * **** ** ** **** teams ******* ** *****.

**'* **** ** *** ** ****.

Ty Mullen

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

*** **** ** *** **** **** **** **********/******* ****** ** all, *******?

Undisclosed Integrator #1

05/09/18 08:19pm

*********** ****** ******! ***** ****** *** **** *** ********* * small ******* *** ******** ********* ** ****. ***** * ******** of **** ******* ** *** *** ******* *** ******* ****** we ********** *** * **** ***** ***** ******** **** ***** not *******. ***** *** **** ***** ****** ***** **** ***** do ****, *** ** ***'* *** ********** ** ***. * tried ********** ****** ** ** ***** ********* *** *** *** to *** ***. **** ** ***** ** ***** ************ ******** they *** *** ****** *********** ********* ** ***. ** *** have ** *** *** ********* *** *** **** ** **** business **** ******** ** * ********. **** ***'* ** **. There **** * **** ** ***** ****** **** **** ****'* work. ** *** *** ***** ****** ** **** *** *** products *** ********** ********. **** **** ******** ***** *** **** trying ** ********* *** *** *** ********. ***** *** *** issues *** ****** ******** **** ***** **** ** ************** ** pulled *** **** *** * ****** ***** *** ***** ******** for * **** **** *** ******. ******!!!

Michael Miller

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

* ***** ** ********* ** ******* **** ******* ***** **** issues. *********** ** ** ******** *** *** *** **** ** configure ** ** ** ******** *** ****. ** ** * lot ** **** ** ***** *** **** ** **** *** you ****. *** ***** ** *** **** ***** **** **** days ***** * ****** ** ******* ** *** ** *** over *** **** *** ** **** ***** **** ** *** we *** **** ******* ***. ** *** ** ****** **** Sell ************ **** ** *** ***** *** ***** ****** ***** make ** *** *** **** ******** *** ************.

** **** ****** *** *********** ***** ** *******/******* **** ***** Connectwise ******** **** **** ********** **** *** *******. **** *** been * **** **** ** *** *** ******* ***********. ** you ***** **** ***** ** *** *********** ***** ** ******* or * **** **** ******* ********. *** **** ****** ********* to ****** ** *** ***** **.

Undisclosed Integrator #2

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

*********** #* *** ******* ******,

***** *** **** *** *** ***********. ** *** *********** ************ ConnectWise ** ** *********** ** ********* ******** **********.

*******,

*** *** ***** *********** ** **** "**** ********" *** ******* accounting, *********, *** ** **** ** * ******* ********** *** Service ********** ****?

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

Michael Miller

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

** *** ***** *********** ** * **** ********. ** ** integrated **** **** ** *** *** ******** *** **** ****** Connectwise.

Ty Mullen

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

** * ***** * ********* ** * ******** ******, ** this ***** ** *** **** ******* *** ********* ****** **** ties **** *** ********** ********. ** *** ****** ** ***** the ***** **** ******* **** **** **** *** ***** *** left *** **** ***** **** *** *****. **** ****** ******* else **** ** ****** **** ***** *** **** ** **. If ** *** * ****** **** ******** **** ****, ** would ** * ******* *****. ********** *** ***** ** *******.

**** * ***** ** ******** *** ******* ********* * **** report **** ** **** ****** ** **********.

Michael Miller

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

** *** ******* *** ********* ****** **** *****’* ** ********* have * **** *************

Joe Piacentino

06/05/18 03:32pm

** **** **** ***** ***** ******* ***** ********** **** *** quickbooks. **** **** ***** **** * ****** ****** *** *** technicians ****** ******. ** **** *** ********. ** ** ******* wish *** **** ***** ************* *** *** ***** ** *** mobile ******** *** *********. *** ***** **** ** **** *** many ***** **** **** ****** *** **** *** ****** ****** make *** ***********. ***** **** **** ** *** **** **** to **.

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports

Best Alternatives to Banned Dahua and Hikvision on Oct 17, 2018
With the US government ban and a growing number of users banning Dahua and Hikvision, one key question is what to use for low cost? While Dahua and...
Integrator Laptop Guide on Oct 16, 2018
This 18-page guide provides guidance and statistics about integrator laptop use. 150 integrators explained to IPVM in detail about their laptops,...
Security System Health Monitoring Usage Statistics 2018 on Oct 09, 2018
How well and quickly do integrators know if devices are offline or broken? New IPVM statistics show that typically no health monitoring is...
IP Camera Installability Shootout - Avigilon, Axis, Bosch, Dahua, Hanwha, Hikvision, Uniview, Vivotek on Oct 08, 2018
What are the best and worst cameras from an installation standpoint? Which manufacturers make it harder or easier to install their cameras? We...
ASIS GSX 2018 Mixed Manufacturer Reviews With Declining Overall Attendance on Oct 02, 2018
ASIS GSX 2018 show drew 9% fewer total registrants, however, it gained 15% more paid registrations, according to ASIS. In this note, we look...
Network Cable Testing Guide on Oct 02, 2018
Proper cable installation is key to trouble-free surveillance systems. However, testing is often an afterthought, with problems only discovered...
Favorite Power Supply Manufacturer 2018 on Sep 28, 2018
While power supplies are becoming less important as PoE matures, they remain vital to access control systems, where increased power for locks,...
Favorite Access Control Reader Manufacturer 2018 on Sep 25, 2018
Favorite reader votes are in, and it is not close. A global access giant ran away with the votes in a one-sided contest. But for many, the...
Favorite Request-to-Exit (RTE) Manufacturers 2018 on Sep 19, 2018
Request To Exit devices like motion sensors and lock releasing push-buttons are a part of almost every access install, but who makes the equipment...
Favorite Intercom Manufacturers 2018 on Sep 14, 2018
Intercoms are certainly increasing in popularity, driven by the integration of video and IP networking. But who is the favorite? On the one side,...

Most Recent Industry Reports

Startup SafePass Profile on Oct 19, 2018
A major problem with visitor management is that the systems mostly require adhesive printed paper labels and paper logs, creating waste and an...
China Is Not A Security Megatrend, Says SIA on Oct 19, 2018
The US Security Industry Association has released its 10 "Security Megatrends" for 2019. SIA declares that these megatrends, such as "Advanced...
Hanwha Dual Imager Dome Camera Tested (PNM-7000VD) on Oct 18, 2018
Hanwha has introduced their first dual-imager model, the PNM-7000VD, a twin 1080p model featuring independently positionable sensors and a snap-in...
Camera Height / Blind Spot Added to IPVM Camera Calculator on Oct 18, 2018
IPVM has added camera height and blind spot estimation to the Camera Calculator. This is especially helpful for those who need to mount cameras up...
Axis Strong US Growth, Flat EMEA - Q3 2018 Financials on Oct 18, 2018
This spring, Axis had its best financials in many years (see Axis Strong Q2 2018 Results). However, over the summer, Axis had many products sold...
Best Alternatives to Banned Dahua and Hikvision on Oct 17, 2018
With the US government ban and a growing number of users banning Dahua and Hikvision, one key question is what to use for low cost? While Dahua and...
Video Quality / Compression Tutorial on Oct 17, 2018
While CODECs, like H.264, H.265, and MJPEG, get a lot of attention, a camera's 'quality' or compression setting has a big impact on overall...
Knightscope Winning Investors, Struggling With Growth on Oct 16, 2018
While Knightscope's new financials show the company only winning 11 new customers in the past 12 months, the company continues to win new...
Integrator Laptop Guide on Oct 16, 2018
This 18-page guide provides guidance and statistics about integrator laptop use. 150 integrators explained to IPVM in detail about their laptops,...
Huawei Admits AI "Bubble" on Oct 16, 2018
A fascinating article from the Chinese government's Global Times: Huawei’s AI ambition to reshape industries. While the Global Times talks about...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact