2021 Software Survey Results
Thank you to everyone that participated in the P3 2021 Software Survey. This is an excellent way for us to learn what is important to you and for everyone to learn what the community at large feels is important to them.
Let's review...
What Can We Do to Improve?
Below is a word cloud summary of the responses. While it is hard to decipher from the word cloud, the general theme was focused on providing better customer support. There were many specific, feature driven, comments, but more than any one feature, there seemed to be more comments driven at how we support everyone that is using the software.
How Can We Better Advertise Ourselves
Below is a Word Cloud Summary of the responses. There were many responses suggesting to improve our social media presence and improve relationships with distributors.
If Available Now, Would You Use It?
In this section of the Survey, we listed major features or modules that are not currently part of the software. We wanted to isolate these features from more detailed features to get a sense of how important these features are, as they represent a major development effort.
The table below is the weighted likelihood that the feature would be used based on the responses. For example, if the feature received a "Very Likely" response, it was awarded 5 points, whereas a "Very Unlikely" was given a 1.
While the weighted average provides a sense of relative importance, there are some features that are in the "love it or leave it" bucket. For example, the 2 Way Text features involving the office, had the third and fourth highest number of votes for "Very Likely", but it also had a good portion of people indicating they would not use it at all, which dropped them to the middle of the pack.
Additional Ideas
In this free form section, we asked for any additional ideas and the responses, like the word cloud, vary greatly, but there is some concentration on improvements to the customer and customer interaction via the invoice and service agreements.
Enhancements
Below is the list of all Enhancements based on popularity - how many times each enhancement was chosen. For example, the number one most requested enhancement was Drag and Drop for Appointments with 63.3% of the respondents selecting this feature.
| Feature | Responses % |
| Dispatching - Drag and drop appointments | 63.30% |
| Customer Record - Allow more than one piece of equipment to be added at the same time so that the install date and warranty dates are the same. | 60.55% |
| Customer Record - From the customer record, on the Open Service Calls table have the ability to update the service call description without having to open the call. | 58.72% |
| Customer Record - Ability to give the customer a credit and then apply the credit to an invoice in the future | 55.96% |
| Dispatching - Ability to display the location of a technician on the dispatch map based on the location of their iPad | 54.13% |
| Dispatching - If appointment ends early, automatically update the block on the calendar to free up the time. | 49.54% |
| Diagnostic Images - Provide the ability both within the app and the Command Center to flip a photo if it was taken upside down or sideways | 43.12% |
| Dispatching - Multi-day appointments | 41.28% |
| Other - 2 Way Texting - Between dispatchers and technicians | 41.28% |
| Service Agreements - Ability to cancel a service agreement for a customer from the edit button - automatically sets the end date and closes down any open tune ups | 40.37% |
| Diagnostic Images - Provide the ability for the customer to enlarge the diagnostic photo when it is sent via email | 40.37% |
| Dispatching - Ability to send the reminders on Friday before a Monday appointment | 40.37% |
| Dispatching - Allow the technicians to clock-in/push-in and out for the day as a way to track the total time on the clock - not just on on calls | 39.45% |
| Dispatching - Ability for manager to control the calendar - like in Command Center - from the app | 37.61% |
| Other - 2 Way Texting - Between company and customers | 37.61% |
| Service Agreements - Ability to renew multiple service agreements simulataneously from the customer record | 37.61% |
| Customer Record - New Customer Creation - Ability to pick how many systems a customer has and then create that number of default systems. | 36.70% |
| Invoicing - Ability to add Equipment & Models to Invoices without the need of a Diagnostic. | 35.78% |
| Invoicing - Ability for customers to decline repairs remotely and then accept the proposal | 34.86% |
| Diagnostic - Ability to edit the date of the Diagnostic | 34.86% |
| Dispatching - Ability to group the techs together and to change the pin color of the techs | 33.03% |
| Inventory Management | 33.03% |
| Dispatching - Ability to reschedule a generic appointment to another day/tech | 32.11% |
| Dispatching - Allow the call to be moved to another location before the call is started. Help correct issues when the original call was made incorrectly. | 31.19% |
| Invoicing - Ability to accept e-checks/ACH | 31.19% |
| Dispatching - Allow jobs to overlap on the calendar | 31.19% |
| Invoicing - Add a Promotion section that would go on the invoice | 30.28% |
| Dispatching - Ability for the tech to sign in and complete the generic appointment | 29.36% |
| ESM - New setting to automatically copy the dealer when the proposal is emailed to the customer | 29.36% |
| Dispatching - Open Tune Ups Calls- when scheduling the call, place the Amount Owed on the screen | 28.44% |
| Customer Record - Provide the ability to create multiple billing addresses for a customer | 28.44% |
| Email - Ability to change the subject line on the emails that are sent to Customers | 28.44% |
| Flat Rate - Need to change how the Repair Category list page is displayed to eliminate confusion | 28.44% |
| Other - 2 Way Texting - Between technicians and customers | 27.52% |
| Service Agreements - Need service agreement with annual payment option only - no monthly | 27.52% |
| Dispatching - Ability to more intelligently serve up availability/arrival windows based on the distance between the call that is already book and the call that is being booked | 26.61% |
| Flat Rate - preview repair page in command center like it will be displayed on app | 26.61% |
| Dispatching - Ability to not send day before reminders if the service call is in a particular status | 25.69% |
| Invoicing - Ability to remove the stop sign on single column invoices for commercial clients or entirely | 25.69% |
| Customer Record - Add a new field on the customer filter records for Comments and then display in the customer record filter table | 25.69% |
| QB Sync -Need to add classes to Diagnostic Fees, Service Agreements and Coupons | 25.69% |
| New KPI - Company Value - Total Revenue for SA Customers & Non SA Customers | 23.85% |
| Other - Customer Referral Management | 23.85% |
| Service Agreements - Ability to have agreements that last only 6 months or 3 months | 23.85% |
| Other - Job vs Call - Concept of a Job spanning multiple calls - installations or call backs - to measure true profitability | 23.85% |
| Reports - Ability to save reports so they can be quickly pulled in the future - example, "Last Weeks Open Calls" | 23.85% |
| Text - Add a variable to the In Route Text Message for the Location | 23.85% |
| Dispatching - Ability for technicians to see/schedule calls for other technicians | 22.94% |
| Other - Internal review system to prompt customer for review and to map tech performance based on customer feedback | 22.94% |
| Other - External review system - post to third party sites | 22.94% |
| Customer Record - Like we have a table for Filters, create a table for Belt information | 22.94% |
| Flat Rate - Ability to upload Repair Task price changes in a spreadsheet | 22.94% |
| Reports - New Report - Upcoming Equipment Replacement | 22.02% |
| Dispatching - Ability to display the weekly view in order of Appointment Time as opposed to Arrival Windows | 22.02% |
| New KPI - Service Agreement Conversion Rate based on total units serviced | 21.10% |
| Customer Record - Need to have 3 equipment warranty fields and update the Equipment Report accordingly | 21.10% |
| Dispatching - Ability to search on service location name on service call screens | 21.10% |
| Other - Create and Apply Tags to Service Calls, Invoices and Customers | 20.18% |
| Invoicing - Ability to control when the repair financing displays - over example over a certain dollar amount | 20.18% |
| ESM - Ability to turn off the display of the Models numbers in proposals | 20.18% |
| Dispatching - Map technicians to specific service call types so only eligible techs can be assigned to a specific call | 19.27% |
| Invoicing - Ability to clone an invoice in the app and web | 18.35% |
| Invoicing - Create a second setting that when the service call information is being displayed in the invoice, we can choose not to display the check-in/check-out time. | 18.35% |
| Other - Setting to allow the Command Center to sync the technician's app or to auto sync the tech's app at some frequency | 18.35% |
| Other - Job Number/Work Order Number | 18.35% |
| Reports - Ability to run an Invoice Report, select multiple invoices and then send them all to the printer to be printed | 17.43% |
| Dispatching - Schedule based on technician skill set | 17.43% |
| Reports - New Report - Active Customer - one service call/invoice in past X year(s) | 17.43% |
| ESM - Ability to create a questionnaire that is not tied to products/materials for install. This is more like the Pre-Appointment Survey. | 18.51% |
| Invoicing - Ability to determine which credit card types are accepted | 18.51% |
| Other - Podium Reviews - Send review based on Service Call Type | 18.51% |
| Invoicing - Put the popup of adding a system repair into steps so it is easier to follow what needs to happen | 18.51% |
| Other - Display all timestamps in the time zone of the dealer. | 18.51% |
| Reports - Invoice Report - Add Date Paid to Invoice Report along with the ability to search by paid date | 15.60% |
| Other - Purchase Order Functionality | 15.60% |
| Invoicing - Ability to switch the system on a green/blue button item on an invoice | 15.60% |
| Reports - Service Call Report - Add sorting capability on the screen - all columns | 14.68% |
| Flat Rate - Ability to allow the dealers to have a copy of the sysadmin repair tasks. This way they can start to modify information without having to first clone it. | 14.68% |
| New KPI - Market Share - # Active Customers in City / City Population | 13.76% |
| Reports - Coupon Usage - Ability to drill into the details of which invoices used the coupons and which techs are using the coupons | 13.76% |
| Reports - Create a report that is the combination of the Invoice and Service Call Report | 13.76% |
| Reports - Invoice Report - Provide a view to search and display by Work Type. | 13.76% |
| Reports - New Report - Anticipated Revenue - Determine average repair ticket, then based on how many service calls are scheduled, report on a projected/anticipate revenue. | 13.76% |
| Reports - Reconciliation Report - Add an additional column to the report to show if the invoice was created, rather than completed | 12.84% |
| Dispatching - Pre-Appointment Survey - use bit.ly link for 2 reasons. Remove the P3 name from the link and to shorten the link. | 12.84% |
| Other - Goals | 11.93% |
| Reports - After Invoice/Service Call Reports are generated, provide the ability to override the sort by date to by Customer Name | 11.01% |
| Reports - Invoice Report - Ability to control which columns are displayed | 10.09% |
| Reports - visibility to the Delete Log Report | 10.09% |
| Review Integration with Broadly | 4.59% |
Notes
- We had 30 companies volunteer for the Dispatching Focus Group. We have already started our conversations and have our first pass at mockups based on the feedback. If you want to keep track of the progress - please view the Dispatching Focus Group Help Desk Article.
- The team is currently discussing the results internally and we are formalizing a plan for the rest of year. The results clearly are focused on Dispatching and Customer Record Management, so while we are starting there, more improvements in other areas of the software and our support will be forthcoming.
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