Field Service Software Buyer's Guide
By Kim O'Shaughnessy, Market Research Associate
Unlike with traditional organizations, field service companies don’t get the benefits of managing all their customers’ needs in the office. Instead, field technicians are expected to provide unparalleled customer service with limited resources and oversight. However, the best field service software provides a lifeline to reconnect the field and the office.
- Field service solutions provide functionality for office staff, technicians, and a multitude of industries and business sizes.
- By implementing FSM, businesses can expect to achieve a number of goals such as optimized time and performance.
- Field services software provides businesses with a number of standard features, but there are advanced features for those with more complex operations.
- It’s important to ask questions as you compare vendors to make sure you fully understand the product. See our list in this guide for examples.
See how the top 10 Field Service Software leaders fare against the most common key requirements
What FSM Systems Do and Who Uses Them
Services business software is designed to handle the unique challenges associated with performing a service for your clients in their homes or businesses. This type of solution is built to manage work orders, part sourcing, schedules and customers with the remote aspect of field service in mind at all times. Therefore, field management software also includes tools to handle functions associated with dispatch, routing and technician management. These tools provide managers with the ability to oversee field operations from the office.
Gantt charts make it easy for office staff to understand how resources are being used.
Technicians also receive a great deal of functionality from field service software if they use one of the best field service management software apps for mobile. Mobile field service software allows field techs to document their work as well as see what other jobs they have lined up. Many FSM solutions also provide a knowledgebase techs can access for complex work.
Mobile FSM apps let technicians take in-depth notes on jobs.
FSM software can be utilized by a number of different industries. While not every solution provides the functionality needed across all industries, chances are good that buyers can find at least one solution suitable for their business. There’s field service management software for small business as well as enterprise service management. Here are a few examples of the type of companies that can benefit from field service management software:
- Gas Utilities
- Cleaning Services
- Pet Sitting
- Engineering Repair
Expert recommendations and analysis on the top Field Service Software
Most FSM software buyers, especially first-time buyers, are looking to drastically improve their operations. Listed below are a few examples of goals you can achieve with the right field service management system supporting your business:
Optimize Scheduling to Drive More First-Time Fixes
When you can send your best technician to a site and ensure he or she has enough time to complete the job at hand, you will often close the service call in just one visit. Field service apps allow managers to create a schedule taking into account factors like skill level, areas of expertise and seniority. But unlike other systems, scheduling software for service businesses takes technician location into account with GPS integration. This allows users to optimize routes and pick up locations for parts, which isn’t possible with the scheduling tools you might find in a project management system, for instance.
Field service scheduling software enables users to define the optimal mix of technical talent and availability to solve a specific customer problem. This makes it possible to attain higher customer satisfaction levels, further improving NPS performance.
|Tracking invoices across jobs is a challenge for any services business, especially when dealing with complex work orders. One of the most useful advantages of a field service management system is the ability to automate invoicing. Service management software relies on a single system of record for all transactions and has the ability to quickly analyze data and provide insights into how to improve the time-to-invoice workflow. Automating your invoicing process is sure to save your team time and effort.|
Improve Field Technician Productivity and Performance
|Instead of returning to the office or dispatch center for a specific part, field technicians will be able to send a network-wide message to see if any technician in their area has the part they need. Mobility combined with GPS also makes it possible for technicians to find job locations quickly, further increasing customer satisfaction. Mobile apps allow technicians to quickly document jobs, in addition to measuring their productivity. This data is then funneled into larger analytical systems to provide insight into how to improve your operations.|
Reduce Wasted Time
|Field service management solutions provide organizations with the ability to track inventory. This enables users to track stock levels, see where certain parts are used most often and create demand forecasts based on part history. Real-time parts inventory tracking also helps optimize workload planning and ensures customer’s requirements are met on the first service call.|
Expert recommendations and analysis on the top Field Service Software
Basic Features & Functionality
Field service systems come in many different forms, but there is a specific set of features that make up most software solutions. The following tools are the basic FSM capabilities buyers can find across most products:
|Work Order Management||Work order management is the most essential tool within FSM solutions. This feature gives office staff and field techs access to work orders and information necessary to perform the job. For instance, technicians can access job history to see what work has been performed previously and can access notes taken by other technicians. Office staff can use this feature to add new jobs while technicians are still in the field.|
|Job Documentation||FSM solutions provide technicians with an interface to input notes while in the field, as opposed to taking notes on paper which then have to be transferred into your system once the tech returns to the office. Documentation tools allow technicians to take notes, photos, video and audio which provide a more complete image of the job.|
|Customer Management||As such a large part of a successful field service organization, customer management gets its own set of dedicated tools. At the minimum, FSM solutions should provide your business with a customer database which stores information on your clients such as addresses, service history and contact information. Many of today’s systems also include a customer portal through which customers can make, edit or cancel appointments; receive technician ETA alerts; and fill out surveys.|
|Enterprise Job Scheduling||
This feature makes it simple to plan your operations on a daily basis. Most systems offer an intuitive UI incorporating Gantt charts and a drag and drop interface for quick schedule editing. Depending on your system, users are able to schedule technicians by skill, location, availability and seniority. This enables optimized workload balancing to satisfy both your works and your customers.
Moreover, some advanced systems utilize analytics to produce predictive estimations, giving managers and clients a more exact idea of when jobs are to begin and end.
|Dispatch Management||This feature streamlines the call-to-work order process. A virtual help desk takes calls and automatically turns them into tickets to solve issues as quickly as possible. Some systems use IoT technology to detect issues within equipment and may even solve the issue remotely if possible. If not, most solutions allow users to manually dispatch technicians or automate dispatch based on availability and skill level.|
|Routing||Efficient routing is a major contributor to the timeliness of work order completion. First, FSM solutions integrate with GPS to track the location of technicians and their vehicles in real time. This feature also assists users in creating an optimized route while still allowing for route customization using business rules for different segments of your company. Some mobile FSM apps even provide technicians with turn-by-turn directions.|
FSM software should provide a reference portal that technicians can access during jobs to diagnose and resolve issues in a timely manner. This may include collaborating with other field technicians for their advice, sourcing spare parts, forms needed during inspections, etc.
FSM apps also allow technicians to track their time, job completion and equipment history.
Expert recommendations and analysis on the top Field Service Software
Advanced Features To Consider
Outside of the standard features available from FSM systems, there are also some advanced features to consider. Typically, service software for small businesses is less likely to have the features listed below, but you should double check with a potential vendor to be sure.
|Billing and Invoicing||This feature allows companies to create and send quotes automatically. It also provides an interface to access all invoices so your office staff isn’t spending all their time tracking down payments. Solutions typically support batch invoicing, email invoices and custom pricing.|
|Inventory Tracking||Many times, the difference between completing a job on the first visit and completing it on the second comes down to whether you have the correct part available. Inventory tracking allows users to see stock levels and demand forecasts to determine how much needs to be ordered for future tickets. Users can also configure warnings when stock reaches a certain level.|
|Maintenance Management||This feature supports the specific functions involved in repair and maintenance. It enables users to set up preventative maintenance, implement reverse logistics, track warranties, manage engineering change requests and facilitate depot repair.|
|Business Intelligence||When you can’t witness the daily operations of your business, analytics is a must-have in order to understand performance. Many solutions allow users to create custom reports and dashboards but offer standard metrics as well. Access metrics like first-time fix rate, revenue per month, jobs per technician, contract up-time and more to gain better insight into your operations.|
Expert recommendations and analysis on the top Field Service Software
Once you’ve compiled your FSM checklist of requirements, it’s time to put them to use in a field service management software comparison. You’ll want to research and compile information on how each potential vendor can cater to your unique requirements. In addition to vendor websites and online reviews, think about taking a look at our FSM software scorecard for this data. Our scorecard rates and compares the top field service management software vendors by ten different benchmarks. But however you conduct your comparison, make sure to consider all the factors most important to your business.
Questions to Ask Vendors
Once you get close to deciding which vendor to invest in, you’ll want to ask for a product demonstration or demo. Before this step, you should come up with a list of questions to ask vendors. These questions should clear up any last concerns and help finalize the decision on which product is truly best for your field service company. Here are some examples if you need help getting started:
Can you provide an overview of how I can close more service calls on the first visit?
Look for how the application’s features are coordinated to close out initial service calls quickly. Specifically, focus on technician schedule optimization and how parts are coordinated for specific service calls. Ask to see how conflicts over technicians’ time allocations and training skills can be averted through the use of advanced optimization techniques.
Can you provide an example of how parts inventory management has alleviated out-of-stock condition from occurring in the field?
The best service management software has the ability to predict out-of-stock conditions, which can save field service management companies a lot of money when it comes to expedited shipping. There’s also the need to track the financial impact of an out-of-stock condition to measure the overall effectiveness of a field service management solution. The best solutions have the ability to define the dollar and time savings from preventing out-of-stock conditions. Ask to see these features during the demo, or see if they have client case studies that can prove their ability.
Can your solution support the size of my operations?
High-end, state-of-the-art field service management suites have frameworks included within them that easily support enterprise-wide deployments. The mid-tier and lower-end suites don’t and often lack the core set of analytics to make the most use of existing data. Look to see if your vendors of interest sell add-on analytics modules, which can increase the size of operations supported by the system. What’s most important when asking this question is to find out if the product can scale to support growth in certain parts of your business.
How can customer service, support, sales management gain insights into customer satisfaction?
One of the most challenging aspects of field service management is enabling real-time collaboration across all relevant functional areas of a company. It’s important to ask about role-based access and how each decision maker will be able to get the field service data they need to do their jobs. A solid collaborative framework for sharing reports and data is essential to get the most value from an investment in a field service management suite.
Reporting tools make it simple for office staff to understand metrics that can speak to the larger performance of the business.
Field service automation software is a smart investment for those looking to provide the best customer service possible. Use this guide as a starting point to understand today’s FSM software market and your options within it. Make sure to spend enough time and effort during your software search to ensure you can choose a solution from the best field management software with confidence.
Housecall Pro is a service industry and fieldwork software product that exists both as a cloud and mobile application. Aims to help users do away with pen and paper bookkeeping by streamlining essential back-office tasks. It also takes standard field service workflows and integrates them into its mobile and cloud-based applications.
ServiceTitan’s cloud-based implementation is perfect for small to medium-sized businesses operating in the HVAC, electrical space, who are also looking to save money and take advantage of intelligent dispatch, comprehensive reporting and much more.
Intuit Field Service Management ES is an end-to-end solution for businesses to manage employees, customers, assets, operations and finance from a centralized location. It helps users perform numerous tasks, such as job scheduling, inventory management, invoicing, work order management and payroll processing, eliminating paperwork and improving efficiency. Enabled with QuickBooks Enterprise integration, it seamlessly coordinates real-time data updates between field service operations and financial information related to invoicing and payments.
ServiceMax is an enterprise-grade solution designed for field technicians and back-office managers to help manage essential tasks such as job scheduling, inventory management, onboarding, employee routing and more. It addresses key issues in the field service industry for businesses of any size and scope. It’s cloud-based, so it is deliverable across several platforms, including cell phones, tablets, desktop computers or embedded devices. It is designed to integrate into new or pre-existing IT infrastructures in medical, education, energy, manufacturing, mining and utilities.
MHelpDesk is a software solution for field service workers — offering a number of intuitive, industry-standard features. Built as a web app, the product delivers a bevy of features that are vital for professionals in the field service industry. With tools such as integrated CRMs, financial reporting, mobile integrations, billing tools and even customer tools, this tool can provide a solution to a number of common service problems.
Service Fusion migrates customer details in a digital format, streamlining users’ workflows. It has a centralized repository for reporting, invoicing, payments, scheduling and customer management, allowing users to view business operations across verticals. It combines AI and VoIP expertise for improved ease of use. It tracks where users get their business and analyzes metrics to improve outcomes. It gives users visibility into their remote workforces and fleets to increase technician productivity and fleet tracking capabilities. Users can manage their team’s safety and health with no-touch support. Remote scheduling and dispatch, bill payments and online estimates, email options and integrated VoIP support the team in the field. It provides enterprise-level inclusions to small business owners and comes with a flat-rate pricing plan.
Wintac is an on-premise business management tool that organizes, automates and tracks all aspects of the service industry. Combining key pieces of relevant and popular offerings in the industry, it manages everything from scheduling and dispatching, inventory management, customer information management, work order management to invoicing and accounting. It eliminates paperwork and saves time while optimizing information and business processes for maximum productivity and optimized efficiency. Its one-time license fee makes it one of the most affordable options on the market.
Striven is a cloud-based, all-in-one business management solution with more than 20 years of experience in helping companies succeed by connecting and improving core business processes. With fully integrated accounting, CRM, inventory, project management and human resources features, it's comprehensive and robust. It helps users achieve total data transparency, unite their divisions and remote teams, develop reports in real time, predict and analyze, and save money on your subscription. It’s powerful, user-friendly and customizable to the specific needs of businesses in every industry.
Dataforma is a web-based software suite that helps service industry businesses manage their projects and service providers while streamlining their bids, proposals and tasks. It also helps users take care of contracts, invoicing and other correspondence data. Its centrally-integrated system lets users build better relationships with service providers and customers, run efficient operations and save time and money.
Oracle Field Service Cloud is apart of the Oracle Cloud suite and provides a number of fieldwork functions and benefits for techs and back-office managers. The product is built out to be ideal for businesses of any size.This software solution is platform agnostic, is deployed in the cloud, and offers a bevy of features, including self-learning and predictive technologies, precise geocoding, auto-responding, mobile functionality and more.
Microsoft Dynamics 365 offers a field service product (formerly known as FieldOne) that has a number of popular and exclusive features that are important to technicians and back office managers alike. Features include real-time tracking, multi-language support, cloud-based architecture, automated routing, workflows and more. This solution became a Microsoft product after having been acquired in 2015 and serves medium and large organizations.
IFS Field Service Management is available as a cloud-based or on-premise solution with features that take care of the end-to-end service lifecycle. It is also available on Windows, Mac and iOS-based devices. Users can access vital data on-the-go with mobile support and real-time data updates.It can be configured to meet the unique needs of individual businesses and can map out complex service cases to keep things efficient. It helps clients improve customer service with robust inclusions, including parts, contract and service management.
Workiz is a cloud-based solution for businesses and professionals that improves operational workflows by managing scheduling, customer interactions, invoicing, payment processing and more. Suited to the small- to mid-sized on-demand industries, it offers complete visibility and control over various operational aspects and helps increase revenue and productivity.
Click Field Service Edge connects service professionals to the business and to customers with collaborative mobile tools that improve the experience for everyone. Click Field Service Edge is designed to improve the effectiveness and efficiency of all business roles in a service company from your field staff to back-office users to top executives. Click Field Service Edge transforms field service from the all too frequent reactive fire-fighting into strategic customer engagements that build loyalty and customer lifetime value.
AssetWorks helps users manage assets like vehicles, buildings, infrastructure, facilities and more. From facility staffing to the workflows involved in maintaining machinery, this technology streamlines the process and improves operations. It’s designed to manage fleets, consumables, equipment, property and more efficiently and cost-effectively. Leveraging it, companies can improve ROI, promote data transparency and reduce overall operating costs.
ServicePower is a software solution from its parent company of the same name. The product is considered a “hybrid workforce management” software, enabling the use of third-party and captive service providers.The solution combines a number of services and features in its streamlined interface, including warranty and claims management, AI-optimized scheduling, route optimization, customer support, dynamic stock updates and more.
Jobber is a cloud-based solution for field service professionals to manage operations and resources, offer customer support and expand business through features like real-time scheduling and dispatching, invoice creation and billing, quoting and expense tracking, integrated CRM, customizable automated workflows and more. Supporting small- to mid-sized businesses in over 50 service industries, it ensures seamless and efficient operations in a fast-moving industry, minimizing costs and maximizing resource utilization.
In 2018, Field Service Lightning became the fastest-growing product in company history, doing $100 million in pure revenue just two years after its launch. It also helped put the company over $13.28 billion in revenue and is on track to hit the CEO’s revenue goal of $20 billion by 2022. How do you explain FSL’s meteoric rise to prominence in the industry? It offers a unique and robust suite of tools, leveraging Salesforce’s powerful CRM features. It’s a web-based product that helps managers and field technicians perform a variety of important tasks. It’s built for businesses of all sizes and is platform-agnostic, plus it’s packed with features like document management, routing services, skills-based assignments, price quoting knowledge articles, inventory and stock statuses, barcode scanning and much more.
Raken is a cloud-based reporting and management solution that fits with projects of all sizes. It contains powerful reporting tools focused on saving time and money. With strong mobile capabilities, users can type out or dictate daily reports directly from mobile devices while on the job site. Toolbox talks can be hosted, and users can add photos, videos, weather reports and more as attachments to reports. It helps users keep track of subcontractor hours as well with time management capabilities.
ServiceM8 is a cloud-based system that helps field service professionals minimize paperwork and manage all aspects of field activities. Some of these processes include sending quotes, scheduling jobs, tracking field staff and handling invoices, reports and on-site payments. It opens up communication with real-time updates between field, back office and management staff as well as customers, ensuring faster services and time-efficient business operations.
WorkWave Route Manager is a cloud-based solution that helps users manage fleets, plan routes, track drivers and stay connected with staff and customers. Users can plan delivery schedules based on time constraints, vehicle load limits, layovers, and estimate mileage and costs. Suited for professionals in logistics, transportation and last-mile delivery businesses, it offers real-time alerts and notifications, along with GPS tracking that enables smarter routing, better fleet management and improved operational efficiency.
Coresystems Field Service Software helps in creating Field Service analytics, reports and dashboards. It offers customer portals allowing customers to quickly communicate product or equipment information using QR codes, ensuring that the response includes the right parts at the right place at the right time. The software link parts to warehouses in real-time, so your field service technicians have a better chance of getting it right the first time. It proactively manages field resources and resolves customer issues in advance of failures.
SAMPro Enterprise, by Data-Basics Inc., is an end-to-end integrated field service and construction module that automates and streamlines field operations while increasing revenue and lowering costs. It offers contractors workspaces to accommodate all of their daily processes in a single package. It has management functions and analytics to improve business efficiency and increase profits. It eliminates compatibility issues and creates a single-source module for contractors. It ties multiple aspects of the user's service and management tasks into a single package.
Paskr is a cloud-based, all-in-one solution focused on simplifying, standardizing and automating construction projects. It is mobile, collaborative and supports the entire lifecycle of a project. Users gain visibility and boost efficiency by tracking every step of a project and streamlining communication between office and field team members. It includes CRM support, bid management, estimating, change orders, billing support and more. Share access to critical project information with team, stakeholders, engineers and more with version control options.
Field Service Management SoftwareWeb-based Field Service Management Software for streamlining Scheduling, Dispatch, Customer Management, Vendor and Employee Management, Work Orders, Equipment Maintenance, Inventory Tracking, Contracts, Estimates, Invoices, Payments and Accounting entirely online.
The Service Manager by Shining Brow software solution works for organizations that provide installation, support, and maintenance services for their customers. The Service Manager serves a wide variety of industries including mechanical contracting, medical equipment, specialty trades, interior landscape contractors, building services and many more. The Service Manager is built with an attitude that each customer should feel as if the software was created just for them.
WorkWave Service has capabilities that assist managers, back-office admins and technicians, all delivered by the cloud. It’s ideal for businesses of any size, and for single users who are looking to take advantage of appointment calendars, automated routing, power scheduling functionalities and much more.
Comarch FSM is the field service management software, necessary for every service providing company. An efficient field service solution is required to support various areas including service order placement, scheduling, technician assignment depending on skills and availability, route optimization, equipment allocation as well as service level agreements and reports management.
Aimsio is a cloud-based field service management solution for businesses of all sizes. It offers contact management, billing and invoicing, inventory management, scheduling and dispatch and work order management. Aimsio offers a platform that allows businesses to plan, manage and then dispatch resources such as equipment and crew to a project. Users can complete electronic field tickets, purchase orders and forms in the field and track project progress in real time. All data and workflows are also available offline to enable work in areas without internet connection. Users can also geographically tag and visualize where operations take place. Aimsio checks that safety compliance is reviewed before employees are assigned to work sites, and it also tracks certificate expiry and trainings. All compliance and safety records are stored in one central place to ensure audit readiness. The solution is available on a monthly subscription basis. Aimsio software has 9 different modules, each designed to ease the pain points associated with managing field operations. Information on each of the modules can be found here. A brief list of them is below:Visual Dashboards Workflows (jobs, tickets, forms) Reporting Job Board (dispatching) Project Tracking Compliance and HSE Invoicing Third Party Software Integration Other modules unique to your business Aimsio software is an all-in-one solutions and is easy to use. There is zero IT overhead meaning it is inexpensive to maintain and can be easily updated. It integrates seamlessly with third party software such as Quickbooks. There is even an offline capability for when users don't have connectivity.
OctopusPro is a job management software for any field service provider or contractor. The OctopusPro app can be used by your field workers anywhere, anytime, even offline. Together the OctopusPro software and app help you reduce administrative and operational costs, increase conversions and customer retention, and improve communication between your office, field workers, and customers. Sign up at www.octopuspro.com to get started. You can choose from three different pricing options: - Starter Pack, which gives you access to the OctopusPro software online- Established, which also includes the OctopusPro app for your field workers to use- Corporate, which allows you to add unlimited field workers and get your own branded customer-facing app in addition to all the other featuresOctopusPro saves you time and money allowing you to focus on growing your business. With OctopusPro you can:- Increase conversions and reduce office calls with online booking - Track the location, availability, and progress of your field workers to help delegate jobs- Reduce late and missed appointments with automated notifications and reminders- Secure getting paid with automated invoicing and reminders- Store all your data in one place and keep it safe in the cloud - Access anywhere, anytime, even offlineNo matter which services you offer, or the size of your company - whether it's babysitting, personal training, cleaning, maintenance or any other residential or commercial service, OctopusPro can help you grow your business! Full support and training:- 24/7 support via chat and email- Desktop and app user guides - Tutorial videos, weekly webinars, live in-house training services and more with OctopusPro Academy30-day free trial. Get started today. Try every feature, add unlimited users, no payment required. Key Features :- Mobile Workforce Management- Fieldworkers location and availability- Lead Management- Booking Management- Complaints and Quality Management- Booking and Scheduling- Accept and Reject Services- Reminders and Confirmations- Invoicing and Billing- Payments and Refunds - Live Reporting- Integrated Accounting- Customer Relationship Management- Mailing Lists- Get your own branded appFor more information and to create an account, visit www.octopuspro.com
Fieldpoint provides web-based productivity software applications to manage and service your entire customer service lifecycle. Our web-based software applications are available as an online service in .the cloud or on premise in a self-hosting on your servers. The solutions are architected on proven Microsoft platforms and provide full integration to the Dynamics ERP, Dynamics CRM and other environments. Fieldpoint provides an end-to-end solution for service-based businesses from the initial project plan to recurring maintenance.
Less Paper Co. creates custom-built field service management, work order management and scheduling systems to help field service businesses become more efficient in the office and the field. Because we custom build every system to each specific clients needs we can offer all of the features that you want and need in a work order system - including custom features that our competitors can't.
Managemart is Cloud Field Service Management software is a best-in-class solution that can help your business to grow. Invoicing, Estimating, Scheduling, Billing Routes etc."Time is money! We work daily on minimizing the time and efforts while maximizing the productivity of your business. We use customer feedback to sehttp://Managemart.com/tourcure the best performance for the users. ManageMart.com is Cloud Field Service Management software is the best solution that can help your business to grow. Powerful CRM, Invoicing, Estimating, Scheduling, Billing, Tracking, Routes, Issues, Client Portal, and Multi user login. Full financial, tax, and management reports necessary to maintain clear cash flow.
Tasker is a field force management platform that connects office employees with field force representatives in real time through a web portal for assigning tasks and monitoring jobs, and a native mobile app for technicians to receive new jobs while onsite, plan routes, collect payments more.
Pricing & Cost Guide
See the Price/User for the top Field Service Management software… plus the most important considerations and questions to ask when shopping.
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