Integrator Technician Field Software Usage Statistics

By Ethan Ace, Published Nov 17, 2021, 01:43pm EST

Accurate field technician documentation is a difficult and important task for security integrators, but what options are most widely used?

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To see what is most commonly used in the field and why, 180 integrators answered the question:

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

In this note, we examine statistics from integrator responses and examine the trends they reveal, the most commonly used software for field techs, and compare to 2018 results.

Most ***********: ** *** *** ***** ********

**** * ***** ** integrators **** **** ** not *** *** ***** software, *** **** ****** than *** ****** ********, the ******* ** ***** was *********** ** *%. Another ~**% ** ********* were ********* ***** ** different *********, **** **** receiving **** **** * mentions *** **** ********* only ***.

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***** ***** ** ***** software ******** ***** *** 2015 *******, ***** **** half ** *********** **** their *********** *** *** use *** ******** ** the *****.

Key ********

***** *** *** *** findings **** *** *******:

  • **** ****** ********: ** Field **** ********
  • ****** ********* ********* – 64 ******* *********
  • *********** **** ******
  • ****** ******** ****** **** Common
  • ******, **********, **********, ****** Honorable *******

Most ****** ********: ** ***** **** ********

**** * ***** ** integrators ********* **** ***** field ***** *** *** use *** ********. ***** was ** ***** ***** as ** ***, *** various *********** **** **** they ****** ****'* **** detailed *****, *** *****, text, ** ****, ** simply ****'* ***** * good ***** **** ********.

  • "***** ***’* ****** ************ with *********. **’* *** an **** ** ***** at *** ******. ****** fish ** ***"
  • "** ***'* *** * ticket ******* ** ****** integrations **** ******* ***** not *** **** * service ****"
  • "*** ***'*. ** *** all ******* *********, ********, shcematic ** *** *******. Under * ******** ****** for **** ********."
  • "* ***'* *** *** I've *** ***** *** that * ***** ***** suit **** ******** *** i ***'* **** **** to ****** ******* **** of ********* *********"
  • "****, ** ***** ******* tickets *** ***** *** tickets **** *** ********."
  • "****. ********* *** *********** use ***** ** *********** with *** *******."
  • "****. **** ****** *** printed ** ** ****** as ***, **** ********/****** on *** ****** **** when ********"
  • "****, **** *** ***** something **** ** *** self **** **** ** like. ******* **** *** not *** ********* *** to **."
  • "****. *****'* *** *** resources ** *** *** started *** ******* *******-****."
  • "**** ******** ******** **** use ******* *** ******** job ** ******* ******."
  • "****. *****'* ***** * good ***."
  • "** ***'*. ** ***** still ********* *** *******."
  • "**** ******* **** *** phone *****."
  • "**** **** *********, *** if ***, **** *** what ***** ** **** and ******."
  • "**** ****** *****"
  • "**** ** **** ****, as ** **** ** see *** ***** ** this."
  • "***'* *** *** *************. Look ******* ** ****** if ***** ** ********* good *** *****."

Highly ********* ********* – ** ******* *********

**** ***, ***** **** software ** ****** *********, with ** ****** ******** mentioned, ** **** ** some *********** ********** ***** own ** *****. **** among *********** *** *** a **********, ***** *** no ****** ******, **** the *** **** ******** all ***** **% *****: ConnectWise (*%), ****** (*%), Quickbooks (*%), ********** (*%), and ****** (*%). ** the ********* ** *******, none ******** **** **** 2 ********, **** **** receiving **** ***.

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

*********** *** *** **** common ****** ******** ********* at ~*% *****. ***** preferring *********** **** ***** mentioned *** ******* ** the ****** *** *** the *********** ******* **'* CRM/management ********* *** *** tech ***.

  • "*********** *** ******* ****** notes **** *** ******** resources *** ****** ************* with *** ******** *** within *** **** ******* ticket ********. ******** ********* and ******** *** *** ticket ***********, ******* ***** by *****, *** ******* order/inventory ******."
  • "****** *** *** ***********, or **** ***** ****** on * ******. **'* the ******. **** ** actually ***** ** ******. Much ****** **** ******** and ********* ****** ** videos ** * ****** is ****** ****. **** signing *** ******** ** goods ** ********."
  • "*********** *** *** ****** notes. ** **** ******* on **********...***** ***** ** determine ******* ** ******, and ** **** ********* our *********** ***** (*** maybe **** *** ***** with *** *******)."
  • "***********. **'* **** ** our ******** ******** *** mobile *** **** **** for ************ *** ******* techs ** *** *****."
  • "*********** ******. *** ** our ******* ***** *** projects *** ******* ** Connectwise ** ***** **** reports ** ** *** tickets. ***** ********* *** based *** ** ***** time ******** ** *** tickets."
  • "*********** ****** *** *********** slack *********** *** *****.** - ******* ** *** wait ** ****** ***** they ***** *** *******."
  • "*********** *** ********. *** Servicem8 ****** *** ** excellent *** ** ***** for *** ******** ******* the ******* **** ****** client *****."
  • "** ****** ****** **** time ****** *******. ****** techs ** *** ** resources ********* *********."
  • "***********. ** *** ****** and ** ******* *** the ***** ** ***."
  • "**** *** *********** ****** to ****** ****** *****."
  • "*** ***** *** *********** in *** ***** ** manage ******* *** ***** time."

Custom-Built ****** **** ******

***** **** ***********, *****-***** software *** **** ****** than *** ***** ********. Integrators ********* **** **** was ********* ** ** was ******** ** ***** specific ******** ** ****** the ******* ******** ** large ***********.

  • "** **** * ****** built ******** **** ** use ** ****** *** installations *** ** ** not ****** *** ************ with *********. *** ******** are ** *** ****** side ** ***** *** usually ****** ******** ****** etc. ***** *** ******* managers ******** **** *** customer's **."
  • "** ***** *********** ********. iCare. ** **** ***** of ******* ******* *** what ******* **** ******** service *** ***** **** not."
  • "********** **** * ****** software **** '*****'. **** is *** ******* ********."
  • "****** *****. ******* ** works ****** *** **."
  • "****** **** ********."
  • "*******, **'* * ****** platform **** *** ** used **** ** **."
  • "********** ********* ***********, **** to **** *** ******** needs ** ****** *********, manage ********, *** **** Quickbooks *** **********."
  • "** *** ** *********** goes, *** ********* ************* or *********** **** ** recorded ** *** ******** job ****** *** **** the *** ** ****** is ******."
  • "** **** ** ********** developed ***********."
  • "** ********* *** *** customized ********* *** ************ for **** **** * very **** ****** ** time."
  • "***** *********** ******** * questionnaire, *** **** ** entered **** *** *** developed ********."

Sedona, ********** **** (*******), **********, ****** ********* ********

*** ********* ********* ***** were ********* ******** ***** all ******** **** **** 5% *****. **** ******** integrators **** **** ***** platforms **** **** ****** because **** ********** **** other *******.

  • "******. *********** **** * tablet **** **** *** use ** **** ** service *******, ****** ******* notes, *******, ***."
  • "****** *** - ********** with ****** *** ******** easy ****** ******** *** scheduling."
  • "****** ***, **** ** our **********/******* *******."
  • "****** ***. ******** ***** with *** ********** ******"
  • "****** *** *** ****** Office. ****** ******* ** be ******* ** **** and ***** ** ** entered. **** ******** ********** archive ** ******* *******."
  • "******* **** **********. ***** well *** ******* ******** and *****. ******* *** more ****** ********** ****** at **** ****."
  • "***** ********** **** **********. Integrates */ **********."
  • "***** ** ********** ******"
  • "********** *** * ******* package ***-** ****** **********. Simple ** *** *** the ***** ***** **** a **** ***."
  • "**********, *** ** *** information ** ****** ** salesforce. ** ***** ** easy *** ****** ** the ************ ** ********** current ****** **** * client."
  • "******. **** **** * mobile *** ** ***** themselves ** ** *** of ****. **** *** take ***** *** ******** and ****** **** *** to *** *** **** they *** **. ** can ***** **** ***** for ******* **** ***."
  • "******. *** *********** ******* this ****** *** ***** phone *** ** ***** all ** ***** **** order *******, *** ********, GPS ******** *** **** sheet ****."

Comments (8)

** ** *** *********** Manage, *********** ****, *** ConnectWise ********. ****, *******. We're ****** **** *** in.

Agree: 1
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Funny: 1

*'* ********* ****** ****** is ** ****** ****. judging ** ***** ******** presence *** ******** ** issues * *** ******* that **** *** * or * *********... */** don't *********.

Agree: 1
Disagree
Informative
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Funny

**** ** ***** * heavy ****** ** *** industry. ****** ** *****, it ** **** *** companies ** ******* ** new ********** *******.

Agree
Disagree
Informative
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Funny

**** ****** **** ********** with ** ***** ************ / ****?

******** ******* *** ******** - ************

Agree
Disagree
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Funny

** *** *********** - it *** ******** *** computer ****** ***** *** it ******** ***** *** needs **** ****. * can't ******* *** ****** some **** ** ****** to **** * ***** of *******, ***** *** historical *****!

Agree
Disagree
Informative: 1
Unhelpful
Funny

*** **** *** **** the *** ***** *** presented ** *** ***** packages, *** ***** *********** and ****** ******* ***** service *********, ** **** never **** ***** **** the *** *** ****** notes ************ *** ********* worked, **** **********, **********, and **********, ******* ******* on ******* **** ****** notes ********* ** ********.

Agree
Disagree
Informative
Unhelpful
Funny

*** ***** *** *********** between ******/*** ****** * ticket ****** *** ******* size? * ** ******* how ***** *** ********* are **** **********/*********** *** example **. ********* *********** tickets ** *** ***** tickets ** ***.

Agree: 1
Disagree
Informative
Unhelpful
Funny

******** ** ************* ***** ok. ** ** ********** a ***** ***** ********** app. ******* ****** **** with **** *** **** 5 ***** ***** **** were * ***** *** ambitious ******* ** * major ****** ** *** UK, **** **** ****** more ******* ** ***** major ********* ****** *** service *******. ** **** lack ***** ********** *** its ***** ******** ** pretty ******. ******* ********** those ****** ****** ** jobs ***** ****. *** sub-contractor *********** *** ***** company *** ******* (**** must **** ** ***** JobWatch) **** **** ****.

Agree
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Funny
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