NetSuite Users Needs Range from Basic Technician and Asset Tracking to Advanced Optimization
At the 2018 SuiteWorld conference in Las Vegas, NetSuite demonstrated its rapid expansion across the globe, with tailwinds from the Oracle acquisition. As its customer base has expanded, so have the number of companies looking to solve field service challenges alongside NetSuite. While each business is unique, a few service operations categories clearly stand out from the pack.
• Scheduling Field Technicians and other Field Resources
One area of difficulty for some companies was dealing with complex scheduling issues. With these companies current ERP software they aren’t receiving the robust scheduling options that they desire. Some of the more notable features being GPS to show the location of field technicians, route optimization, and availability. Companies also wish to see more field service KPIs such as parts sold per technician, first time fix rate, response time, and tech utilization.
• Tracking Field Work Orders, Time and Inspections
Next on the field service wish list is the request for a true mobile app. The mobile app helps create a modern and exceptional customer experience. Users can also easily access open service orders and log key service data all from the field. A mobile app adds an extra element of convenience that the customer’s current ERP software isn’t providing.
• Managing Assets, Service Agreements and Recurring Services
Additionally, companies are looking to overcome the challenges that come with managing customer information, service agreements and recurring services. With detailed asset tracking, equipment history and site history companies can have better access to service history, warranty information, maintenance contracts, and parts/ components used. These features make for more efficient and profitable service calls.
• NetSuite Integration
Keeping service and finances separate is another component that businesses desire. By keeping costs, pricing tables, and taxes out of technicians hands, this allows them to focus on fixing customer’s issues more effectively. Keeping these items separate lets technicians log what they’ve done and log the parts they’ve used without having to engage in the accounting and financial aspects of the transaction, which can result in errors if these decisions are not made at the proper level.
As NetSuite continues to expand their product and add more vertical markets, they are finding a growing number of prospects and customers with the need for robust field service capabilities. In addition, as the functionality of mobile field service application increases, the opportunity to automate additional, previously manual, tasks becomes more manageable and highly profitable.Heard at SuiteWorld: Help Wanted with Field Service by Sophie Piotrowski