I officially launched my career in the field service industry when I was contracted to select and implement a service management solution for an extremely busy regional plumbing and HVAC company in Boston. The company moved at the speed of light. There were over 35 trucks that were each dispatched to 4-6 service calls every day throughout New England. Phones would ring off the hook, technicians would call in to report their status and obtain credit card information to purchase parts and since it was a family owned business there was someone always yelling at somebody. Sound familiar? It was an extremely reactive environment and there were several business challenges that a service management solution would be able to solve including: