As FSI seeks to equip healthcare systems with the best possible CMMS for facilities management and HTM, product is at the core of what we do. From innovating and creating new solutions for common industry pain points, to enhancing the features customers have long relied on to make them even better as technology advances, FSI’s Product Team is the center of it all.
With an exciting year of product rollouts and enhancements ahead, we spoke with Shawn Hewitt, Product Manager, for an inside look at how FSI develops product, thinks about the possibilities of future initiatives, and aims to give our customers the best possible software in the CMMS space.
Tell us about how your journey with FSI started.
I have been involved with workflow usability and product innovation in healthcare software in the clinical space for close to 20 years. One day I connected with Joe Stockman (Director of Product Design) on LinkedIn, and we started talking about a potential role with FSI in product management.
This opportunity seemed like a chance for me to get out of my comfort zone by exploring a different market. While I had experience with healthcare, this would allow me to move from the clinical space to focus on product innovation in the facilities and HTM space. This felt like a way I could challenge myself.
What does your day to day look like as Product Manager?
It’s an exciting time, because we have an opportunity to explore new advances and innovations on our roadmap while maintaining a balance between product enhancements and new innovations that will have the most impact for our customers.
My typical day includes working with the product and development teams to evaluate the roadmap to make sure we’re working on the right stuff, while also looking ahead to the new opportunities we should pursue.
At the end of the day, I always focus on the customer and what we can deliver in product that will add value and increase engagement. My method is to see what the customers are trying to accomplish, and how a product should meet their needs.
Which of FSI’s upcoming products do you think will have the greatest impact on our healthcare customers?
Right now there is a great focus on what FSI can do for biomed and HTM professionals, in terms of new features and enhancements we’re making to the current product.
We’re also excited about integrations that both facilities and biomed can utilize with other integral systems they’re using in their health system. In particular we are also looking into using AI to create more intelligent workflows, which will ideally make our software more efficient for end users.
Can you tell us more about some of the AI initiatives has FSI implemented and some of the possibilities you see?
Currently the FSI website has some chatbots we use to funnel inquiries to either sales or customer support. But the possibilities of AI go miles beyond chatbots.
In the future we’d like to start to use the capability within the core product itself, allowing customers to initiate conversational workflows to find what they are looking for. That way, they can quickly bring the right information to the forefront without having to check multiple places to locate what they need.
FSI is also looking within the company to see how we can help our customer success, support team, and sales team with customer engagement. Instead of lengthy look ups, multi-step process, or always having to go through customer support, customers can interact with self-service knowledgebases and FAQs with AI pointing them in the right direction at the right time. This makes it more efficient and natural for the customer to access information when they need it most.
What do you look forward to most when you come to work?
FSI is One Team working on common goals and values. I enjoy being part of that mission and feeling like I’m contributing, making positive change, and adding value to what we’re doing.
In terms of helping the overall team, it’s important to me to use my previous experiences to look at how we could approach things in a transparent and pragmatic way, from problem identification to planning to execution. It's great to be part of FSI and I look forward to the opportunities.