Field Service management systems have been around for a long time to help workers do their jobs better. It can be traced back to the late 1980s and early 1990s when the first software solutions started to appear.

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One notable pioneer in this field was a company called TOA Technologies (now part of Oracle). Their solution allowed businesses to manage their field service workforce more efficiently using mobile devices and scheduling optimization.

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It was a revolution because before fancy technology, companies that had employees working outside the office, like fixing public infrastructure assets, used paper and phones to keep track of what was happening. They had giant calendars and ledgers to schedule jobs and keep track of where their workers needed to go.

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In the late 1990s and 2000s, when technology wasn't as complex and advanced, businesses started developing in-house solutions to address their specific needs. These solutions helped companies coordinate and track their field technicians, manage appointments, and streamline operations.

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Some utilities and utility contractors still rely on in-house-built software, while others prefer to buy off-the-shelf solutions available on the market. The path to this decision depends on many factors and can be difficult.

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The dilemma of in-house field service software for businesses

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In theory, in-house software allows a company to tailor a solution precisely to specific business requirements and incorporate unique features and control updates. Not to mention that software becomes a valuable asset owned by the organization. However, in practice, attaining this expectation is exceedingly challenging.

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It is often suggested to try to answer this well-known question: "Are we in the business of providing field services, or are we in the field service software development business?" Companies cannot simultaneously succeed in two very different businesses, such as providing field services for utility projects and developing field service software that requires innovation and being up-to-date.

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If this question isn't convincing enough, it's worthwhile to ask: Do we genuinely comprehend the extent of technology's transformation over the decades? Do we have the talent and resources to enhance our in-house software solution, ensuring that it allows our field workers to match the efficiency of our competitors?

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In contrast, off-the-shelf field service systems are already built by other professional developers. The main advantage of buying an IT solution is that vendors and contractors can let other companies take care of all the work and expenses involved in creating and maintaining the software. This single advantage leads to savings in time and resources.

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It is just like how most people wouldn't try to make their own clothes or assemble their own cars. Ready-to-use work management solutions are already there, filled with features, easy to expand, and constantly getting better.

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Evolution of IT departments across the decades

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Decades ago, IT departments were seen as in-house units, similar to accounting or HR. IT specialists assisted with setting up computers and emails, creating networks for internal communications, and later using basic computer programs, kind of like digital notebooks. IT teams could create lists of tasks for field service projects and determine who was supposed to do them.

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Through the years, IT has matured, and Field Service Management Software has evolved from paper calendars to super smart computer programs that help companies manage their workers and tasks, fix things before they break, and use technology to make their jobs easier and more efficient.

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Now compare the company's existing in-house software technology with the IT trends in field service solutions. Does it utilize GIS and data analysis and has a smart dashboard that helps increase project efficiency? Can it easily collect and process data? Are there integrations with other complex systems? And is the leadership behind the in-house solution capable of recognizing a new trend that will once again change IT in 2030?

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If the answer to all questions is YES, then your company is a rare example, and keeping in-house field service software is totally worth it.

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Risks of building in-house field service solution from scratch

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In all other cases, utility vendors and contractors would benefit if they prioritize ready-to-use field service or work management software.

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It is not a wise decision to begin building workforce management software from scratch in 2023. The final software solution will be very expensive; in a very conservative estimate, the company would have to invest about $1-3 million. Additionally, there is a chance that the team would exceed the budget. According to statistics, approximately 2/3 of IT projects exceed their budgets — some by as much as 100%.

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Creating a software prototype takes months, followed by an additional couple of months to develop a functional solution. Post-launch, issues are inevitable as code requires testing and debugging. In general, building a field service solution from scratch typically takes 1-2 years. Isn't it easier to find the right solution on the market, rather than investing company resources?

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Another challenging aspect is acquiring talented IT architects and developers. Getting the best IT experts is tough, and often, organizations end up hiring average specialists who struggle to create complex and modern solutions. The outcome? Mediocre software that fails to propel a company to another level of success.

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Later, an in-house field service solution will need continuous troubleshooting, maintenance, and updates. So, the financial commitment doesn't stop after the initial costs. Organizations will also need IT teams to watch over and manage the software and its features.

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Highly skilled teams of IT developers, capable of creating innovative solutions, often find themselves spending hours working as help desk technicians. When there are requests from project managers or field workers in need of immediate IT assistance, developers are frequently called upon to step in. This scenario is common in companies where software development is not considered a core business priority, and the focus is directed towards metrics such as the number of AMI meter installations and the timely completion of utility field projects.

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Advantages of ready-to-use field service or work management software

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Modern ready-to-use field service software is customizable, allowing existing solutions to be tailored to a company's specific needs. Leading field service software providers, such as Fieldman, can design workflows, integrate KPI metrics, and fine-tune dashboards, ensuring that utility vendors or contractors have access only to relevant data for their field service projects.

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For decades, the lack of adaptability and customization in work management software was the primary reason to opt for in-house IT solutions. Field service providers have frequently been frustrated by systems that don't entirely reflect their business processes and workflows. However, those days are now behind us, and the only remaining challenge for stakeholders is to identify this type of software.

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The Fieldman Work Management and Mass Meter Deployment solutions are completely customizable. Think of it like Lego, where you have various pieces and use only the ones needed to construct a house or a city.

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Ready-to-use field service software can be implemented swiftly, and companies can start using it right away. Regular updates and support are guaranteed and users gain access to advanced features, often costly, that might not be available in an in-house solution.

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Third-party mobile workforce management software covers everything from product management and performance monitoring to quality assurance, testing, releases, documentation, SLAs, and even infrastructure/hosting in cloud platforms. These solutions are designed to easily integrate with the company's existing tools and systems, a convenience that's hard to achieve with custom solutions.

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As business expands, the field service software can scale up smoothly to meet new demands. Plus, maintenance and bug fixes are handled by the providers, easing the upkeep burden.

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Importantly, buying software allows your team to focus on what your business does best, as software development is left to the experts.

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Making the right call: smart software for field service management

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In conclusion, the evolving landscape of field service management necessitates a choice between in-house development and ready-to-use solutions. While building customized software can be viable for businesses with extensive resources and ambition, the complexities of modern technology often make third-party options more practical.

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Ready-to-use field service software offers simplified pricing, rapid implementation, access to advanced features, and seamless integration. This choice enables businesses to focus on core operations while harnessing the benefits of specialized technology to streamline their field service processes and stay competitive in an ever-changing market.