The subject of integration of service management systems with enterprise-wide solutions and the potential to achieve company-wide benefits is discussed in this month’s main feature.
An enquiry from a reader of Service Management emphasised how field service suppliers are becoming more aware of the possibilities provided by technology and are increasingly discussing the advantages of integrating their service management systems with other solutions. This question was passed to the industry’s suppliers and their response provides food for thought in a number of areas.
Ian Evans, Astea International managing director, EMEA, said few would argue that integrating service management software with enterprise systems can deliver many benefits.
‘But while the big ERP players appear to provide integrated packages, these are often ‘one-size-fits-all’ and fall short of meeting organisations’ specific objectives,’ he said. ‘Solutions from niche SM vendors contain greater functionality and flexibility in accommodating current and future needs, but can be too specific to meet wider business objectives.’
Evans highlighted the trend for suppliers to collaborate with complementary vendors to create ‘pre-integrated’ solutions. ‘Technologies based on service orientated architecture (SOA), and standardisation of platforms has accelerated this shift, as software can now be integrated easier than ever before,’ he said.
The current shift in integration is two-fold, he summarised, with service management systems becoming easier to integrate through vendors undertaking the work involved. ‘Ultimately this means that an organisation now requires fewer integration points for each software implementation, thus freeing up resources to focus on strategy, driving efficiencies and maximising profitability,’ he said.
Clive Fearn, The Barcode Warehouse marketing director explained how enterprise mobility software companies have developed solutions that integrate directly into ERP systems, allowing mobile direct access to SAP stock records in the field.
‘When items were sold from vans and once the screen was signed, the stock in the vehicle was down dated, allowing the invoice for the items to be generated in the field,’ he said. Other areas include CRM data capture software running on mobile devices deployed by sales agents, Fearn continued. The agents capture information into electronic forms and the data is automatically transmitted to the back office system.
With deployments frequently carried out by enterprise mobility solution providers, service companies looking to integrate a similar system are able to establish if it had been integrated before and by whom. ‘This knowledge enables service companies to feel confident that a successful deployment is possible and can help to deliver significant ROI,’ said Fearn.
Larry Klimczyk, Blackbay chief executive officer stated that integration of mobility software solutions with service management systems, ERP or CRM systems is key to the successful deployment of enterprise mobility solutions providing access to obtain information from, and input data to them all.
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