5 Frequently Asked Questions about Field Service Management Software

It is time to switch to field service management software. Field service management is crucial for every business that wants to improve its field operations. It enables team members to easily communicate and update records even when they are in the field without having to get into the office first. Also, field technicians can access the information they require through the software, which makes their work effective.

1. How much does the software cost? Is there a contract?

Usually, the pricing of field service software is determined on monthly basis and per user basis. You need to purchase the software that offers pricing where you can scale down or up to meet seasonal changes in your organization or as it grows. Also, avoid a contract because it locks you, especially long-term contracts. Make sure you inquire about hardware requirements for the field service software and evaluate its quality by reading through reviews and testimonials.

2. What features are included?

Some features are standard across all field service applications while others are unique based on the needs of an organization. Some standard features include route mapping, job scheduling and dispatching, work order organization, and customer management. You can talk to your provider if you want a field service application to fix specific issues such as streamlining scheduling or eliminating paperwork.

3. What application integrations are supported?

You need to be sure that the field service application will match with the current hardware in your business. Also, consider the mobile devices to ensure that they integrate well with the field service software to ensure that your field technicians can comfortably it. Ask how the software will match with your current business applications such as your payroll system, accounting software, and Google calendar. Also, ask if updates made by field technicians from mobile software to office are automatic.

4. Can the software be customized?

The field management software should be customized to meet needs in the business. Sometimes you have to incur extra costs when making significant changes in documentation, your workflow, or hardware. Therefore, you have to ask your provider how the application can be personalized to suit your operations. Additionally, inquire if the workflows can be customized, the labels and languages, and if customers can view your brand identity on emails and invoices.

5. What training and support will you receive?

You will require some training no matter how easy the software seems to be. You need to inquire from your provider the kind of support they offer their clients. Some providers provide online training, webinar where you can ask questions or live demonstrations. You need to know where their customer support is located as well as their customer care contacts. The support should be available throughout to answer questions and help whenever you need help.

6 Reasons Field Service Management Software Improves the Customer Experience

Any company that provides service to fix or maintain, install, remove, update or otherwise offer expert guidance to the public has to devote a portion of time to customer service skill. Below are six reasons that utilizing field service software will fill in informational gaps needed to create better customer service experiences for all customers.

1. Complete Daily Oversight

Management software for field service provides vital tools to assess every aspect of the workday. You will know where each technician is and how many service calls remain, which allows you the leverage to update customers when the appointment time is not met. Being able to have advanced notice of late arrival and giving them a choice to wait or reschedule help keep the customer in the loop.

2. Improved Service Documentation

You can better deal with customer complaints and questions by accessing the documentation of all work done on each service call. It helps clear up any miscommunications easily. It is a tool that is not available in a standard service call scenario. You would have to depend on the memory of your technicians and often skewed by the length of the day and numerous calls.

3. Matching the Right Employee and Job Assignment

All employees bring a different skill level to the table. It is true in any industry. Through the use of specific software designed to gather needed information to manage the field service industry, you will detect the skill levels and send the right technicians to particular jobs that require a specified level of skill. The work will get done quicker, and the customer will be pleased.

4. Increased First-Visit Fixes

Taking care of the customer needs on the first visit is what every field service sets as a daily goal. Knowing what the regular jobs will help the technician better prepare and have the needed parts and equipment in the vehicle. It does not eliminate the possibilities of a second visit, but it helps minimize the potential.

5. Send Same Service Technician for Needed Second Visits

Most customers appreciate the same technician showing up for any needed second visit. This person becomes a familiar, trusted face to the person required a service call. Field service software allows you to manage which technician goes to each job.

6. Building Customer Confidence

The combination of speedy, knowledgeable service, excellent communication, and quality service provide the best customer service possible. It creates an increase in repeat business, which grows the company exponentially.

The consistent use of field service software will make the tasks of managing this area of business less complicated. You can let the information be the guide to creating excellent customer service.

5 key considerations when choosing a field service software

The digital bandwagon is here, and the companies that get on board stand to gain a lot. A field service software is key to streamlined business processes. Here are key considerations to make when integrating the system.

1. Understand your business needs

A field management software is an investment in your business. However, you should not go in blind. It is best practice to first define your business needs and establish how this system will serve your business. You need to explain your business needs to the system provider so that you are on the same page. A good provider will provide a custom tailored system that best addresses your needs as a business. A system is only useful if it meets your specific business objectives.

2. Conduct a comparative analysis

There is so much to choose from when it comes to field service management software. One of the best ways to get what works for you is to conduct a comparative analysis. The comparison needs to be done based on what works for you. It is important to also look at the weaknesses and the limitations of each of these systems. Measure this against your core business so as to make an informed decision.

3. Engage your field technicians

You need to engage your field technicians and get them excited about the field service management software. Remember that these are the people who will be using this system. You need to involve them right from the selection stage. Get to hear their concerns and the challenges that they face out there in the field. The last thing you want is to introduce a system that will be resisted by the field operatives. Engaging with them throughout the process is also a way to harvest great ideas. Mobile application technology can also be integrated into the system. Ensure that the tech department and the operatives are all on board. This will guarantee a smooth integration and harmonized operations.

4. Understand what you are buying

When searching for a field service management software, you are likely to hear lots of technical words. It is ill-advised to dismiss or assume these words, if you do not understand them, ensure that you make inquiries. It is important to know exactly what you are buying, do not simply assume that you do.

5. Adaptability to your business

The system you choose should grow with your business. A technologically obsolete system is not worth the investment. Consider the technological capacity of the system in light of the business growth projections you have. You need to answer the question whether this system can grow with you.

Taking time to make these considerations will work to ensure that you get an efficient field service software.

4 Ways the Field Service Industry can Leverage Artificial Intelligence

Advancements in technology have led to a lot of changes in different industries, but when it comes to implementing artificial intelligence (AI), the fundamental question is whether to enhance or replace the technology in place. Studies have also shown that by 2021, about 6 percent of jobs in the United States will be replaced by bots and AI. For employees, this sounds threatening, but it’s important to figure out the types of jobs that are changing as a result of AI.

Companies across different sectors are now taking advantage of virtual assistants and AI to increase productivity and streamline communication. For instance, the field service management industry has begun tapping into AI to improve efficiency and also enhance workers skills. Also, the emergence of AI-powered bots has streamlined support for clients.

Here are some of the areas where companies are leveraging AI to improve customer service:

1. Automatic dispatching

The emergence of AI in field service software is slowly taking over the dispatching duties. Once it’s integrated into the dispatcher process, bots will take over the human functions since they automatically record inquiries and data. What’s more, they can help in assigning specific duties as well as organizing daily tasks for field technicians.

AI not only streamlines the building of technician’s process but it ensures that field workers are completely satisfied. The dispatcher process oversight has always been a huge challenge for most companies since it’s difficult to determine whether things are running smoothly or whether the dispatchers are behind schedule.

2. Enhances the role of call centers

Artificial intelligence integration into the field service industry can help in completing basic tasks. For example, instead of manually collecting and inputting data, AI can take over such a task which means that employees can focus on responsibilities that require more analysis and insight.

Also, the number of calls received by customer support can be overbearing and overwhelming for agents to keep track. However, with AI in place, you can easily manage a high volume of information by collecting and recording customer service requests. This is important since the call center can easily process basic information which provides more room for customer agents to handle complex issues.

3. Streamline Data Collection

Apart from automatically inputting incoming inquiries and information, it’s also possible to capture vital information and report customer inquiries through AI. This will not only allow the agents to improve on customer service, but it will also increase productivity and streamline the administrative processes. Although it’s nearly impossible to replace agents, it’s easier to automate admin processes, which in turn improves efficiency and allow workers to focus more on important responsibilities.

4. Image recognitiones

AI can streamline the service process, whether it’s installations, preventive maintenance, or break-fix. In fact, it can help technicians to identify parts and make an order, especially if it’s integrated with the service management software. It’s also easier to have a record of parts that are consumed in the context of the work order and enhance swift replacement.

Soon, AI will integrate machines and humans to make them more customer-oriented, responsive, and efficient. Human technicians shouldn’t have to worry since AI wouldn’t replace them, but the “people” component is something that will be enhanced as a result of the change. This will not only improve efficiency, but it should bring about up-selling and cross-selling opportunities.

7 DNS Security Threats That Can Leave Your System in Ruins

DNS, by virtue of its simplistic design, is open to breach. Businesses have continuously faced threats and attacks by hackers trying steal data or corrupt their servers. To keep your organization safe, offers a variety of services to manage, secure and protect your DNS from third party attacks like the following.

Kaminsky Bug


Discovered by researcher Dan Kaminsky in 2008, the Kaminsky bug was a serious weakness in the DNS systems that could poison the cache provided by the ISPs by compromising the root servers. In one of the rare instances of prevention before attack, the flaw was detected before it could be exploited on a large scale and Kaminsky and his team were successful in plugging it.

Widespread DDoS

DDoS or Distributed Denial of Service Attacks are particularly efficient at scrambling DNS tables and denying service to users. On October 21, 2002, hackers attacked and compromised 9 of the 13 DNS root servers in an unprecedented scale of attack. Added security failed when an even larger attack successfully disrupted services in February 2007.



Conficker was a worm that targeted vulnerable Windows devices and generated tens of thousands of domains in order to replicate itself and distribute its command and control centers. It was finally brought to heel by an organized effort by Microsoft, ICANN, law enforcement and other agencies.

Hijack of ICANN’s domains


The global repository for domain names was attacked by a team of hackers going by the name NetDevilz. On visiting, users were greeted by a message from the attackers. Though the change was reset within 20 minutes, erroneous information had already been propagated through the channels and users continued to see the message for 48 hours.

Security Firm Bankrupted by DDoS


Israeli-American startup Blue Security was the victim of a concentrated DDoS attack by spam networks after its controversial anti-spam software Blue Frog tried to give the spammers a bit of their own medicine. Realizing it was being attacked, the security firm redirected its DNS records to its corporate blog hosted by Six Apart, which in turn, suffered major losses due the volume of attack. Two weeks later, Blue Security was out of business

Massive Cyber Attack takes down multiple sites

Proving that even all these added security is not enough, a massive cyberattack took down multiple websites like Netflix, Twitter, Etsy, Github, Vox, Spotify and Reddit in October 2016. A tweet by WikiLeaks implied that the attack was organized in protest against the manhunt for WikiLeaks founder Juliane Assange.


7 Features of An IPAM Software Which Make Your Life Easy

You might be wondering what an IP Address Management Software does, right?  IP address management is related completely to the way Internet Protocol address space is used in a network. It is a means of planning, tracking and managing the address space in the network. Now, if you will observe closely, the name of the software says it all. It is a software that eliminates IP conflicts and saves time by managing DHCP, DNS and IP addresses. Managing multiple IP Addresses is not the task you’d like to handle without such software backing you up whenever things get tricky. The key features of IP address management software are as follows:

1. Automated IP Address Management

IP management software has the feature of automated subnet discovery and scanning of the IP addresses which scours the network so that the user gets a clear idea of the use pattern of IPs.

2. Conflict Alert And Troubleshooting:

A good software always detects the conflicts between the IPs, or the cases where DNS entries won’t match. Also, it is capable of tracking the depletion of subnets or scopes and will effectively report and troubleshoot as required.

3. History Track And IP Details:

It is very important for the user to sometimes figure out how the IPs have been used in the past. The software logs all the events and is hence capable of giving detailed descriptions of the IPs, giving a much clearer idea of who did what on the IPs and when.

4. Entrusted Administration:

The IP management software comes with a feature by which IP administration can be easily entrusted so that the system and the network administrators can manage their own range of IPs efficiently. This feature proves to be very useful in boosting the overall efficiency of the software.

5. Integrated DHCP And DNS Control:

The Software is capable of finding an open IP and making DHCP reservations along with DNS entries in a flash. Also, the software allows all this to be performed on a single console boosting the efficiency and providing ease of use.

6. Boosted Search:

After the software has listed all the subnets and has scheduled them for scanning, the admin can take the help of global search option which is capable of fetching all the details of an IP address. The search can be carried out using multiple things such as the IP address, MAC Address, Alias Name, DNS Name, etc.

7. Flexibility:

The IP address management software does provide flexible scanning options such as scans which can be scheduled to run at specified intervals. The administrator has the freedom to choose from multiple scanning options that include Ping, SNMP, DNS, etc. For subnets that are shielded behind a firewall or not directly accessible, the administrator can stop the scanning and mark the statuses of the IP addresses as either used or available manually. It can also reserve an IP address for some specific use as per the requirements.

The Greatest Diversion on the Internet

One of the most overlooked security measures in today’s enterprise is what some call the “IT Perimeter.” This is the border between the inside of your company and the outside world. All communications between employee systems and outside web domains, even for e-mail, must travel across this electronic bridge. Additional resources can be found at BlueCat Networks.