With the proliferation of electronic mobile devices and wireless broadband communications, service companies have increasing power to communicate with their technicians as well as their customers.  Technicians communicate in real time in regard to the products they are servicing.

Customers can receive updates that reduce service windows from several hours to several minutes.  Products are being designed with automated monitoring features that can remotely alert a technician to a service problem even before a customer may recognize it.

A key system that builds capacity for such collaboration and integration includes Service Manager by Technisoft.  Service Manager is designed to integrate seamlessly into Sage 300 ERP, and connects HQ/Mission control to field technicians in a device independent, browser-based manner.  More and more companies are using such a system.

Consider the story of MARTCO, which is a large distributor of security and surveillance systems, with facilities across the United States.  MARTCO’s customer base and facilities nationwide were undergoing expansion, which led to a need for integrating various data such as that for sales, services, and operations into one source accessible from anywhere in the company.  A challenge was identifying a system that could fulfill such needs, yet being able to accommodate further unique needs.  MARTCO turned to using Service Manager to address such a challenge.  Service Manager provides the ability for the main office to connect to field technicians, the uploading and downloading of files and photos from the field, and more.  And customers can place orders, check inventory online, and other service-related transactions.  Through Service Manager, MARTCO is experiencing the benefits of a system that promotes collaboration and integration.