Davisware
Optimizing Field Service Management

‘Do things right the first time’ is a universally embraced verity in field service management (FSM). Efficiently resolving the issues on the first site visit is integral for FSM firms to ensure a positive customer experience, allowing them to keep their equipment up and running. This involves managing people in the field to perform jobs more adeptly while minimizing costs. However, with various manual processes, paper-based invoicing, double data entry, or a lack of skilled workforce weighing down their operations, achieving this feat often emerges as a challenge for businesses.

A robust FSM solution can remove these bottlenecks, helping build field efficacy by tracking operations, offering data-driven insight, and enabling greater visibility. Businesses can count on Davisware, a trusted, innovative company, to navigate this intricate route.

Backed by a team of experts and over 35 years of industry experience, Davisware has honed the skills, knowledge, and technology solutions to serve mid-size and large field service firms focusing on four core industries: commercial food equipment, petroleum equipment service, HVACR, and overhead garage doors. It has developed an industry-leading, all-in-one business management solution that redefines traditional business models and empowers clients to be leaders in their niche while unlocking productivity and growth.

The comprehensive, purpose-built platform connects the office, warehouse, and field to streamline operations, enhance transparency, and improve visibility, ensuring technicians have all the information they need at their fingertips. This helps augment their operational efficiency while offering a seamless experience for both field service organizations and end customers.

Davisware embraces a modular approach to product development, providing a spectrum of functionalities in a single platform that focuses on industry-specific workflows and operational insights. From inventory management, accounting, invoicing and payments, dispatching and scheduling, real-time reporting, warranty management, sales and marketing to third-party integrations, and service agreements, it covers all aspects of FSM. This positions it as the most preferred partner for more than 400 commercial contractors, where its all-inclusive business management platform eliminates the need for relying on multiple vendors and solutions to efficiently run their business.

“Our platform offers high flexibility. Developed with over 300 configurations, it can be tailored to meet each customer’s need,” says Tasos Angelopoulos, CEO of Davisware.

The platform adds value to three key business areas of FSM organizations—field, office, and warehouse. It allows clients to increase the technicians’ operational efficiency and resource utilization by empowering them to perform more billable work. Davisware aims to achieve over 85 percent utilization in billable time of their technicians. The platform is also adept at tracking services to ensure over 80 percent of first-time fix rates. Technicians can provide informed recommendations to customers, enabling them to achieve 45 percent conversion rate on selling and renewing preventative maintenance agreements.

When it comes to the office, the solution is ideal for encouraging clients to establish measurable SLAs and KPIs, aiming for a 90 percent adherence rate.

It removes the reliance on third-party systems and reduces double data entry by over 80 percent, significantly improving back-office efficiency and promoting scalability and profitability for contractor businesses. In warehouses, Davisware stands out for its effective inventory management. It predicts when parts will run out and connects with manufacturers to automate purchase orders, reducing manual work, and optimizing clients’ cash flow.

Resolving the soaring supply chain challenges is another part of Davisware’s excellence. By integrating with Parts Town, a leading parts distributor in the food service space, it provides clients with high-quality parts along with real-time visibility of the price.

“The majority of parts for restaurant equipment are typically procured from Parts Town, and with our exclusive partnership it enables real-time communication to ensure lead times are minimized and contractor's profit margins are optimized,” says Angelopoulos.

Our platform offers high flexibility. Developed with over 300 configurable settings, it can be tailored to meet each customer’s need

A team of seasoned professionals with multi-domain expertise is at the core of Davisware’s excellence. The team is divided into two key groups: one focuses on the technical aspects of engineering and product development, while the other is dedicated to customer service. This gives a competitive edge to Davisware. More importantly, 65 percent of the nontechnical staff comes from a spectrum of industries it serves, bringing invaluable domain expertise to the table that enables it to develop solutions tailored to real-world needs.

It also brings up a culture of collaboration and continuous improvement through Davisware University, which serves as a platform for providing customers with training materials and helpful articles, while gathering real-time customer feedback. Councils, forums, and user conferences provide insights that directly complement product development. Its dedicated customer success team ensures client satisfaction by engaging with them, gathering feedback on the latest releases, and seeking input on improvements.

The culture at Davisware hinges on its four core values that guide actions, incentives, hiring, and training.

• Raise the bar - emphasizing an outcome-driven culture that seeks improvement and innovation;

• Warrior spirit - reflecting tenacity and refusal to give up;

• One crew - highlighting teamwork and collaboration within the company and with its customers and partners;

• Customer obsessed - underscoring its commitment to communication and focus on customers’ needs.

This shapes the company’s approach to hiring and brings together a team that embodies the Davisware spirit.

Its robust technology platform, coupled with its customer-first ethos and focus on the food equipment industry, allows it to cement its leadership position in the niche while efficiently extending its expertise to various other industries.