Often known as ITSM, IT service management software covers the functions IT teams use to deliver their services to customers.
This could be internally within a business, or an IT agency that works on a contract basis.
Examples of IT service management software requests could include the internet being down, new software to be installed on computers, or a laptop that needs to be replaced.
These requests are usually sent to some form of task management software, where they are assigned a priority and a plan is put in place to offer a solution.
Field service management (FSM) software is similar to ITSM, but is more likely to run physical, off-premises operations.
Put simply, it helps companies carry out job orders, collect payment, map delivery routes, and much more.
With so many variables involved, FSM heavily relies on great communication, both internally and externally, to run smoothly.
Bitrix24 offers a vast amount of communications tools to help you manage your FSM as smoothly as possible. Set up the protocols that work best for your team, and call upon instant messaging, voice calls, video calls, and emails in the best way you see fit.
Good service management software must be based on good task management. Bitrix24 comes with all kinds of ways to visualize the tasks for your team.
For example, you can combine your tasks with a calendar in a Gantt chart. Take this one step further by adding dependencies, meaning the availability of one task depends on whether another has been started or finished.
Bitrix24 is super intuitive, with color coding, lists according to deadline, and automatic task time tracking, which makes our service management software so easy to use.
As a manager, you want your processes to be as efficient as possible. With the automations at Bitrix24, you can cut out the nitty gritty and get straight down to your tasks.
Use automations to assign your tasks to a different team member as they come in, or select the right person based on specialization.
They will receive a notification of their task being assigned, so you don’t have to worry about messages getting lost.
Later in the process, you can send automatic notifications to your team members if a task is close to being overdue, and a confirmation email to the person who requested it.
One CRM for all your interactions
For those whose service management software is for external clients, Bitrix24’s CRM allows you to manage all your contacts in one place.
Organize and track your interaction with new leads or returning customers, and assign each contact a status depending on their place in your customer journey.
Everyone in your team can have full access to each member’s progress, ready to jump in if one person is off sick.
Therefore, your CRM works as a focal point where your entire team bases their client communication, customer journeys, and quotes and invoices.
Part of your service management software will usually necessitate writing quotes and sending out invoices.
With Bitrix24’s free CRM, you can generate an unlimited amount of both, so you’re never left in a panic at the end of the month.
Create unique quotes with your own branding and customizable fields as well as the pre-set suggestions.
Link up your fields to your product catalog for a more efficient process, or enter them manually if each job is different.
Then you’re ready to switch it into an invoice at the click of a button and send it via email or print it.
Incorporate personal and team calendars into your service business software and stay on top of your team’s availability and workload.
If someone is on holiday, set an automation to divert their tasks to a teammate. If you have a team building day coming up, remember to set auto replies to your service requests.
You can also pin repeating events into your calendar so you don’t have to create the same recurring tasks every week.
Of course, you can set up those important one-off meetings through the calendar, invite all your guests, and use a Bitrix24 video conference format to get everybody involved.
It has never been easier to run software management software wherever you are in the world.
Bitrix24 works on desktop and mobile, with both iOS and Android operating systems. Keep your whole team up to date, get notifications on the go, and keep track of your emails when you’re away from your desk.
Having all your software on mobile devices works especially well for your field service management team.
As they go from place to place, they can message the office in real time through the messenger app, and you can send instant updates out to the field.
With so many functions all in one system, you can see why service management software from Bitrix24 has already attracted 8,000,000 organizations.
Sign up for Bitrix24 today and discover an all-round business tool that starts off free, but certainly isn’t short on functions.
* Please note that the information may have changed since the publication. For current prices and features please visit Bitrix24 pricing page.
For more information about Bitrix24, head over to our training courses. We also have a great YouTube channel that covers every aspect of Bitrix24, from sales and planning to document management and company internal communication tools. To download the self-hosted edition of Bitrix24 that can be installed on your own server and give you access to open source code, please visit the Bitrix24 Self-Hosted page.