Training Your NetSuite Field Service Management Team
The recent NetSuite Field Service Management (FSM) implementation at Bridgepoint Consulting highlighted the crucial role of a robust training initiative in ensuring client acceptance at go-live. Change management is often one of the most challenging aspects of software implementation.
Regardless of one’s familiarity with technology, transitioning from a known software to a new one is a daunting task, especially when combined with daily work responsibilities.
Much of the field service industry relies on text messaging, Excel spreadsheets or white boards for dispatching and tracking technicians. Communication from the office to the field is typically handled via phone or email.
NetSuite Field Service Management (FSM) offers a fully integrated application that provides real-time scheduling and dispatching, work order management, and mobile access.
While NetSuite FSM can streamline field service operations and enhance efficiency, it can quickly become overwhelming if consultants fail to provide clients with the necessary resources and tools for success.
Best Practices for Training Field Service Staff
During the initial stage of testing in our NetSuite FSM implementation, we conducted demonstrations of the product to a small cohort of leadership individuals within the company. This gave us two key insights into our training phase.
One, we were able to identify any smaller issues in the product design that may have been missed during the build out. Two, we were able to get a better insight into what the overall team would need extra time to understand during our training phase. This helped shine a light on the importance of our training sessions.
To have a successful training phase of a project, you must create a structured curriculum that can guide the team to success. For this specific implementation, we conducted virtual formal and informal meetings throughout the week.
Each formal meeting consisted of several walkthroughs led by the client focused on specific learning outcomes. Of course, we helped support along the way, but we encouraged the client to work through it on their own. Our informal meetings consisted of less structure and smaller groups, which focused on specific questions and situations the client had.
Resources and Tools Available for Learning
Throughout our training phase, we provided a lot of opportunity to discuss scenarios whether that was virtually or in person. We also wanted to provide the client with documents they can refer to or train someone new.
That’s where we came up with our training guides, which consisted of tailored training plans for the individuals navigating the world of NetSuite and Field Service Management. Whether you’re a veteran in the NetSuite software or a first-time user, our tailored guide will help you in high stress moments and learn something new in the process.
Adding to NetSuite, FSM’s robust schedule board and mobile app can be daunting for new users — so having a quick guide helps the client be more confident and get the most out of the new tool.
Ongoing Support and Improvements
Once the client is live in the system, at Bridgepoint, it doesn’t mean we’re past the finish line — we’re still working hard to support the everyday needs of the client. Working with the IT team, we prioritize support tasks to best resolve issues big or small.
This allows for the IT team to get comfortable solutioning NetSuite FSM for basic tasks, such as adding new users or updating their tailored system when upgrades are made.
This also gives us the opportunity to work on any enhancements that arise during go-live. No matter how long your testing and training phases are, there is still a good chance of running into a new or forgotten scenario.
Working with the IT team allows us the ability to create these in enhancements to better optimize NetSuite for the client.
Empowering Success Through Effective Training
The successful implementation of NetSuite FSM at Bridgepoint Consulting highlighted the crucial role that comprehensive training plays in ensuring client satisfaction and acceptance at go-live. By focusing on structured learning, utilizing best practices, and providing ongoing support, we were able to ease the transition for our clients and empower them to harness the full potential of the new software.
The combination of tailored training guides, hand-on learning, and continuous support ensures that users can confidently navigate the complexities of NetSuite FSM. As technology continues to evolve, so must our training methodologies, ensuring that every client is equipped with the tools they need for success.
At Bridgepoint Consulting, our commitment doesn’t end at implementation; we remain dedicated partners, ready to adapt and optimize solutions that meet the ever-changing needs of the field service industry. Contact us today to learn more.
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