Entersoft: All-inclusive Mobile Field Service Software

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Antonis Kotzamanidis, CEO

“The current market requirements necessitate field service providers to primarily focus on correct routing, precise records and reports, and a detailed knowledge base of all their resources,” states Antonis Kotzamanidis, CEO of Entersoft—a leading business software and service provider in Europe and the Middle East. “Also, an influx of new players in the industry, coupled with rising customer demands, requires field service providers to be faster and more efficient than ever.” The challenge today is to not only fulfil consumer requirements but also deliver an impeccable experience. The Entersoft Mobile Field Service software ticks all these boxes by addressing user needs at every level, from strategic planning, policy formulation, and efficiency measurement to process management, customer workflow execution, and pricing. The software is a subset of the Entersoft Business Suite, which provides out-of-the-box integration, automated data synchronisation to and from technicians’ devices, and rich online information including interactive dashboards, ratings, and key performance indicators (KPIs) for customer service operations.

The Entersoft Mobile Field Service software is easily scalable and can be deployed on-premise as well as in the cloud. In addition, its ability to seamlessly integrate with an organisation’s existing enterprise resource planning (ERP) or customer relationship management (CRM) systems and provide real-time updates about spare parts availability, users’ complaints, and more guarantees improved customer experience. The software also enables organisations to respond to consumers’ needs immediately and more efficiently via a compatible mobile device. Field service executives and technicians receive uninterrupted information about everything that concerns customer collaboration, warranties or maintenance contracts, as well as manuals and problem-solving techniques in an extensive knowledge base.

Entersoft’s software addresses user needs at every level, from strategic planning, policy formulation, and efficiency measurement to process management, customer workflow execution, and pricing

“This facilitates faster and more effective on-site resolution of issues, while emergency calls and automatic updates for schedule changes also improve an organisations’ flexibility and analytical capabilities,” adds Kotzamanidis. The real-time data promotes onsite bidding and orders, in addition to enabling field service providers to cross-sell and upsell, which further boosts customer satisfaction.

Organisations can significantly reduce their service billing cycle using Entersoft’s software as the time of arrival, duration of fault resolution, completion of work, and associated costs are all recorded through a smartphone or a tablet. Entersoft also helps executives and technicians can optimise the cost and effectiveness of their services and achieve business goals while dynamically fulfilling market requirements.

How Entersoft Mobile Field Service proactively caters to clients’ needs for increased productivity, optimised performance, and better return on investment (ROI) can be illustrated with the company’s collaboration with Frigoglass—a global leader in the Ice Cold Merchandiser (ICM) industry. Entersoft helped the client gain control and overview of its 830,000 ICMs and 4000 users across the globe by creating a sophisticated e-service ecosystem. Frigoglass could efficiently manage and control its entire service cycle using the ecosystem’s features such as asset scanning, GPS location tracker, photographs, e-signature, e-surveys, reporting, and real-time synchronisation. These features benefitted Frigoglass with repair cell management for efficient operation and best-in-class post-warranty service as well as preventive maintenance that ensures the optimum performance of ICMs. Furthermore, Entersoft’s one-to-one placement strategy guaranteed timely delivery and appropriate installation while rebranding and refurbishment allowed the client to introduce and advertise new, eco-friendly features for better marketing outcomes.

Apart from Frigoglass, Entersoft has successfully served several high-value organisations including DSGI Greece, Carrier, VINICO, Freddo and CPI, and a total of 3500 clients across 21 countries. The company has been registering a steady annual growth of 25 percent and has recently acquired the Pocketbiz mobile platform, which strengthens its position in the enterprise mobility space. “What’s also worth mentioning is that Entersoft has developed and is ready to offer the first enterprise app store in Greece with functions similar to Apple store and Google Play,” points Kotzamanidis. By 2020, the company aims to introduce a web interface for business intelligence-based ordering and merchandising and in turn, strengthen its position in the industry.