The AT&T Workforce Manager is a field service management and workforce scheduling solution that includes a set of modules and applications suited to the needs of service businesses (e.g. HVAC) that rely on field technicians.
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Kickserv
Score 9.3 out of 10
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Kickserv is a field service management solution, headquartered in Austin, Texas. It includes features such as dynamic scheduling optimization, invoicing and online payments, and detailed reporting.
Any organization that is collecting any kind of data in the field, especially if they're using paper forms, should strongly consider switching to AT&T if only for their Wireless Forms. Wireless Forms is the most powerful tool in AT&T Workforce Manager. Combine that with Timekeeping and Intelligent Tracking to really improve efficiency and accountability.
We use KickServ for nearly every aspect of our operation and cannot think of a scenario when it is "inappropriate" or "less appropriate". It is the backbone of our operation and is used for everything from data gathering to estimates to invoices to payments and accounts receivables to reports to tracking to storage of photos and past invoices. Better searching abilities would be good instead of having to create tags for things we don't know we are going to need later.
Organization - keeps everything organized nicely and has several different filters that you can use to view only the information you need.
Simple website - this was important because you want it to load quickly when you are in the office and on the road.
Database - keeps track of the things that you enter. This is nice when trying to get information on a product or a price when requested by the customer.
It is currently not possible to create mass geofence alerts. Alerts need to be created per geofence. This can be a big undertaking for organizations with many addresses.
It is intuitive enough, but there is some training that will be necessary because of a perceived redundancy within their workflow. It can be hard to distinguish which stage a customer is in (thus what the most important thing to be working on, if you are in sales, for instance) without some training.
The customer experience/service department and technical support teams work through any situations that arise. They are responsive and provide excellent service.
Very good technical help. The team is well-versed in their product and what to look for, particularly when interacting with other software platforms. You nearly always get a live person when you call, and if you don't, they will return your call promptly. This is another factor in my client's decision to move forward with their solution.
With AT&T Workforce Manager I've helped government and private organizations save money by identifying idle time in fleets, reducing data collection time in the field, and cutting on employees padding their timesheets.
We are essentially paper free. No paper work orders.
We've been able to avoid a layer of middle management by supplementing this layer with technology. KickServ is a part of that layer.
Negatively speaking, like all technology, it has created a void of human level connection. Because we know that we can deliver work orders to our foremen remotely, we are less likely to drive up to the shop and shake a hand or see someone face to face. We had to learn that lesson the hard way, that both technology and human connection are necessary to maintain our culture.
