Solutions for the Information Technology Industry
ESP Field Service Software

An ideal tool for the competitive IT industry, ESP Field Service software addresses every step of the field service life cycle.

With ESP you can build the effective, efficient service department that leads to loyal customers and long-term success.

 
Return on Investment

In recent years, the always demanding IT industry has become even more intense. Your competition has grown to include everyone from huge multinationals to individuals operating out of their basements. Meanwhile, your customers have become very technologically savvy. They expect the best, and they will go elsewhere if they have to.

In this environment, a fast and efficient service department is the difference between making a profit and spinning your wheels. There are two key reasons for this:

1. Customer Retention: It's well known that getting new sales can cost you over five times as much as selling to existing customers. Give your customers good service, keep them happy and they'll keep buying from you.

2. Low Hardware Margins: Few IT companies can afford to depend on hardware sales the days. For most, the service department is the profit engine. It is vital that this department work with utmost efficiency.

ESP's tools are the foundation of a strong service department with:

Personnel Scheduling: Ensure maximum utilization of your expensive technicians. Your dispatcher will have a skills background and daily schedule for each resource and the ability to send assignments remotely and wirelessly.
Capture Billings: Bring those cheques in fast. Avoid administrative billing delays thanks to integration with accounting and CRM software.
Find Lost Hardware: You'd be amazed at how many companies lose track of expensive hardware through simple clerical oversights. ESP's extensive parts and service histories keep everything in view.
Know Your Clients: Proactively address potential problems and pursue potential sales opportunities by seeing your client's environment, purchase and service history.
Monitor Profitability: Clear and thorough reports show managers where to direct scarce resources by showing which clients and activities are the most profitable.

The Client Service Process

If you provide networking, hardware or system maintenance services, your customers depend on you to ensure that their technological infrastructure is functioning at top capacity virtually 100% of the time. When their systems are malfunctioning, their business suffers immediately, and they expect a solution immediately - if not sooner. ESP guides you every step of the way:

Evaluating the customer: Find out who the customer is - from general location, service agreements and technical information to a full contact history.

Dispatching personnel: Know who's available and who's right for the job.
Assess employee and contractor skill sets, use the dispatch board to check calendars side by side, and send assignments through wireless PDAs.

Solving the problem: See what happened the last time a similar problem arose with this client, this piece of equipment or this time of year. On-site technicians have a variety of ways to access the database remotely and wirelessly.

Parts and Equipment: Easily find, evaluate and track parts and equipment - how old they are, how they've been used, their cost and value.

Billing: Access billing and payment information and generate invoices with full accounting software integration.

Manage the Service Department: Enter contract rates, organize vacation time and plan future training. Track technician availability, activity and billable time.

Evaluating Profitability: See how well the service department is performing and where things are going wrong. Spot problems with faulty equipment, multiple visits, lost time, under-performing contractors, etc.