Integrator Technician Field Software Usage (Statistics)

By IPVM Team, Published May 07, 2018, 10:29am EDT (Info+)

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?

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

 

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

**** ** *** ********* ********* ***** no ******** ****** ** ***** ********** interactions. ** **** ** ***** ***** they ********** ********** ** * ***** company, *** ******* ** ********** ***** trail. ****** ***** ***** ***** ******* of * ******** ***** ** ********. A ****** ** *** ********* *****:

  • "****, *** ** ***** *** **"
  • "**** ** *** * ***** * partner ******** **** ** *********."
  • "******* *** ****** ************. ** ***** our ***** ** **** **** *******. If ****** ******, * ********** ***** in, *** **** ** ********** ****."
  • "****, ** ***'* **** ** *** available *** **'* *** ******* *** us ** **** ***** "
  • "*** ****** ******** ******** ** **** point"
  • "** ** *** *** *** ******** for **** *******"
  • "** ******** ** **** **** ** used"
  • "****. ***** ****** ******* ***** ** and ****'* ****** ***** ** ** necessary. "
  • "*** ******* *****'* ****** ******** **** this."
  • "** ******** ** **** **** "
  • "**** ***'* ***** ***********"
  • "****."
  • "****. **** *** *** ****** ***** the ***** **** ** *********. "

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

**% ** ********* ***** ******* ********** apps, ****** ****, ** ****** ******** being ****, **** ************* *** **** savings ***** ** *** ******* ******* for ***. **** * *** ******** more **** * *********:

  • "** *** ********** ** *** ************ and **** *** ****** ** *** cloud. * ******* **** *** *** best ************ *** ********."
  • "*********.*** ** **** ** *** ***** because ** ** ********** *** ***** our ******* *****."
  • "** *****. ***** *** ******** ***** informed ** ********** ** ***** ********. "
  • "********. ******** ****** ********* ** **** off ** *******, ******** *** * number ** ***** ******. ******** ** also ********** **** *** ****** ***** logs *** ****** ** *** **** open **’* ** *******. "
  • "** **** *** ***** ***. ****** out *** **** *** ***** ** software ***** ** **** ** ********* for *** *****. "
  • "****, ** ******** ** **** * helpdesk, ***, *** ****** ******* **********. "
  • "********* ****** *** ******, *** ***** and **** ****** *** ******."
  • "******* ******* (***, ***). ** ******* fee."

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

*** ******** **** ***** ** **** 14% ** *********, *******, **** ** those **** *********** **** ***************, ********* the ***** ** **** ********** ******* (******** ****** ******* ********, ******** ********, ******** ********** ******* ********):

  • "** *** ****** ** *********** ** do * ****** *** ** ********* and ********** ***** *******. ** ******* the ******* ** ****** ***** *** review ***** ******* **** *** ****** is ********* ** *** ******** ** quality ********."
  • "*********** - ** ** *** *** and *********** ***** *** ************* *******. Outlook - ******* ***-**-*** **************"
  • "** *** ****** ** *********** *** a **** ********** **********."
  • "** **** * ******* ***** ***** into ***********"
  • "** *** *********** *** ***** ************ via ******* **** *** **** ** in *** *****."
  • "***********. **** *** ** ** *** captured ** * ***** ***** ****** should ** **** ** **** ** where **** **** *** ** **** of ******** ** ******* *** *******. "
  • "** *** *********** ********** ** ****** activities."
  • "*********** ******. ** *** ** *** time ******** *** ************* **** *** customers ** ****** ******* *** ************** emails ** ****** ****. "
  • "***********. *** ******* *** *** ***** and ******* ******* ***********. ** *** not ** **, ** ****'* ******! "
  • "*********** */******* ***********. **** ** *** operational ******** **** *** ******* ** using ** **** ****."
  • "*** *********** *** *********** ****** *** ticket ******** *** ** ** *** use ** ** ******** **** *** customer *** **** **** ** ********. "
  • "*********** ** **** ** ******** ** be ****, *** **'* *** ******....** they ***'*. "

*****

* *** ** ******* ********* ***** using ** ********* ******** ******* *** taking *****, *** ******** ************** ******* emails:

  • "****** ***** **** ******** ************ ** their ***** ***** ******* **** ***** to ****** ** *****, ****** **** customer ******** *********, ***."
  • "**** **** ***** ** **** *** then ***** ** **** ** *** office **** *** *** ******. ***** just **** *** ****** ****** *** us."
  • "***** *** ** ****** *** ****** and **** ****"
  • "** *** ** **** *** ************** that *** ********* ** * ******* recorded *** *****"
  • "*****. *** ** ***** ** * dispute *** **** * ****** ** it."
  • "** **** ***** **** ******** ************ in ***** ***** ***** ******* **** relay ** ****** ** *****, ****** with ******** ******** *********, ***. "
  • "**** ***** **** ** *** ******. "
  • "*****"
  • "**** ******* ***** **************"
  • "...****** ** ******. "** ** *********" emails ** ******* *** ************ *** deliverables ***** *****."
  • "*** ****** *** ******* ** ******* and ********* ** ******** ****"
  • "*** ***** *** **** ****** *** logged. ****** *** *** ******** ** with *** ****** **** *** *****."

Comments (10)

Ty Mullen

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

Well that's a bummer. I was hoping there was 2-3 platforms that were well proven. I will have to check out ConnectWise.

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Andrew Montgomery

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

We have been using Asana and have been happy with it. It might not be the best fit for everyone but it is a great tool for us. I just wish it allowed more than one person to be assigned a task as we have teams usually on calls. 

It's free to try as well.

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Ty Mullen

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

And that is not tied into your accounting/billing system at all, correct?

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Undisclosed Integrator #1

05/09/18 08:19pm

Connectwise Buyers BEWARE!  After taking the bait and investing a small fortune the software continued to fail.  After a plethroa of work arounds to try and achieve the desired result we ultimately hit a wall where their software just could not perform.  There are some great people there that truly do care, but it isn't the management at all.  I tried escalating issues to no avail including all the way to the top.  When it comes to large installation business they can not handle progressive invoicing at all.  If you have to use AIA documents for any part of your business this software is a disaster.  They can't do it.  There were a slew of other issues that just didn't work.  If you are using quosal as well the two products are completely separate.  They have separate teams and just trying to integrate the two was horrible.  After all the issues and failed attempts week after week in implementation we pulled the plug and 8 months later are still fighting for a call back and refund.  BEWARE!!!    

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Informative: 5
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Michael Miller

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

I would be intrested in hearing more details about your issues.  Connectwise is an erectors set and you have to configure it to do anything you want.  It is a lot of work to setup and make it work how you want.  Not going to lie that there have been days which I wanted to replace it but we are over the hump but we have stuck with it and we are much happier now.   We had no issues with Sell intergration with CW but there are other issues which make it not the best solution for Intergrators. 

 

My best advice for Connectwise users is partner/connect with other Connectwise partners that have experience with the product.  This has been a huge help to get the product implemented. If you think your going to get Connectwise setup in 6months or a year your kidding yourself.  You need people dedicated to manage it and build it.

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Undisclosed Integrator #2

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

Undisclosed #1 and Michael Miller,

Thank you both for the information. We are considering implementing ConnectWise as an integration to Microsoft Dynamics ProjectPro.

Michael,

Are you using ConnectWise as your "full solution" for general accounting, invoicing, etc or just as a Project Management and Service Management tool?

Thank you both!

 

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Michael Miller

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

We are using Connectwise as a full solution. It is integrated with Xero to but all invoices are sent though Connectwise. 

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Ty Mullen

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

As I think I mentioned in a separate thread, at this point we are just looking for something simple that ties into our accounting software. We are trying to avoid the techs hand writing what time they got there and left and what parts they are using. Then having someone else have to locate that paper and type it in. If it was a little more advanced then that, it would be a welcome bonus. Integrated CRM would be amazing. 

When I start to evaluate the various platforms I will report back in case anyone is interested. 

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Michael Miller

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

If you looking for something simple that doesn’t do ticketing have a look at Workflowmax

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Joe Piacentino

06/05/18 03:32pm

We have been using Smart Service which integrates with our quickbooks.  This also pairs with a mobile client for our technicians called iFleet.  We love the software.  We do however wish the time clock functionality for the techs on the mobile software was different. The techs have no idea how many hours they have during the week and cannot easily make any adjustments.  Other than that it was been good to us.

 

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