Tool Sprawl Risk Audit — Field Services

Signs of tool sprawl in Field Services

• Dispatch is reactive — the dispatcher is on the phone with a customer when the next call comes in, the schedule is a whiteboard or a basic FSM screen, and the wrong tech ends up at the wrong job because nobody is optimizing in real time.
• Truck-stock management is a chronic margin leak — the tech doesn't have the part, has to make a parts run or reschedule, and burns 90 minutes plus a customer trust hit that no spreadsheet captures.
• Quoting and pricing on-site is inconsistent — every tech sells differently, the close rate varies 3x between top and bottom performers, and the GM has no visibility into which presented options actually drove the close.
• Recurring service maintenance plans (the unit economics gold) are under-attached — the tech doesn't pitch them, the dispatcher doesn't reinforce them, and the CRM doesn't trigger the renewal flow.