Field service management (FSM) and customer relationship management (CRM) are best-of-breed solutions that are essential to the work of field technicians. Both tools manage different aspects of client needs, but if they’re not working together, businesses will miss out on new opportunities and more productive work processes. So how do you synch the two? Andrew Lichey, Product Manager at IFS, outlines how efficiently combining FSM with CRM can help increase revenue and keep customers happy.
FSM and CRM are usually integrated with Enterprise Resource Planning (ERP) to eliminate duplicate data entry, avoid costly mistakes due to lack of data, and share customer information in real-time. FSM software vendors and others offering best-of-breed solutions generally offer standard integration approaches, but in most environments it also makes sense to integrate FSM software with CRM software. This ensures a consistent customer experience regardless of whether a customer is interacting with a CRM user or a field service technician. It is for this reason that some software vendors have created standard integration models with ERP products.