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Field service management software helps companies manage and optimize business activities and services. Cutting-edge technologies like AI, IoT, and mixed reality work in and with FSM software to promote contactless, cashless, and self-service capabilities. Ultimately, these solutions provide flexibility and convenience to both the technician and the customer.
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Field service management software enables users to manage resources deployed to client sites outside of company premises. Companies involved in the installation, service, or repair of systems and equipment use field service software to perform key processes related to providing customer service. It is also used for mobile workforce management and coordination, such as for medical personnel providing in-home care and other services.
FSM software covers all aspects of field service operations and processes. These include:
Field service management software enables companies to streamline and automate tasks across multiple processes, reducing the amount of manual, repetitive work and increasing efficiency. Moreover, data captured and analyzed by the software can reveal processes in need of improvement.
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Best Field Service Management Software and Tools
Field service management enables users to meet customer expectations, improve equipment utilization, and increase employee productivity. FSM software and tools achieve these goals primarily by providing users clear, instant, and affordable ways of communicating with every technician in the field. Here is our list of the best field service management software.
Microsoft Dynamics 365
Microsoft Dynamics 365 is a suite of business applications that includes service management functionality such as customer service and field service. Dynamics 365 Field Service is field service software for companies aiming to deliver exceptional service and customer satisfaction. It helps users to move from reactive service to proactive and then to predictive service through data insights and connected experiences.
Dynamics 365 Field Service software includes features that provide frontline employees the right information at the right time. Smart route planning, IoT integration, and real-time remote expert collaboration using AR/VR tools help increase first-time-fix rates and improve productivity. Optimized scheduling maximizes technician utilization while minimizing travel time. Other features include predictive travel time and work duration, asset location and hierarchy tracking, geofencing, and asset health monitoring over time.
Field communication tools
Integrated client notification
Comprehensive features can be overwhelming
Users wish for improved booking experience
Oracle Field Service
Oracle Field Service software provides complete field service management with intuitive, AI-powered tools. It has modules for routing, scheduling, collaboration, and forecasting. The core application provides a single interface for managing operations. Users gain real-time views of jobs assigned to every technician using a combination of Gantt chart, map, and list views.
Oracle Field Service gives users a drag-and-drop interface for easy job reassignment and flexible scheduling. Scheduling and routing features allow users to get the right technician to the right place on time with optimized street-level routing technology. It has tools like context-driven chat for streamlining communication between management, dispatch, help desk, and field service teams. Other features are mobile capabilities, field resource monitoring, forecasting and capacity planning, and field service logistics.
Users wish for better work-skill matching
Needs easier way to integrate with other messaging tools
Salesforce Service Cloud
Salesforce Service Cloud is customer service and call center software with field service management features. It is a central place for providing support, solving problems, and giving the best digital customer experience. The field service management software module allows users to increase productivity in both online and offline modes.
Salesforce Service Cloud FSM software provides teams with AI-powered scheduling, resource optimization, guided safety protocols, van inventory, and knowledge articles. Users can create and manage work orders for service operations, optimize schedules, intelligently assign jobs, manage jobs from mobile devices, use image recognition, and use analytics to give managers and dispatchers visibility into operational performance.
Comprehensive set of features
Limited documentation and training materials
Needs more intuitive navigation
ServiceTitan is a home and commercial services management solution to help field service companies grow revenue, streamline operations, gain real-time insights, and provide high customer satisfaction. Its customers are in the HVAC, plumbing, electrical, garage door, chimney maintenance, water treatment, pool service, landscaping, and pest control services. It is an all-in-one system that improves sales, provides complete customer information, and supports industry best practices.
ServiceTitan field service management software includes tools for call booking, marketing, and service contracts to drive bigger sales, spot trends, and manage recurring services. The software also has dispatching, scheduling, payroll, and timesheets that helps streamline operations and increase productivity. Other features include reporting, job costing, payments, financing, property data, QuickBooks integration, and mobile app.
Dispatch board and technician tracking
Calendar feature needs improvements
Pricing is on the high side
Jobber is service scheduling software with several plans depending on number of users. It is easy to use, enabling users to manage their field service business and customer interactions. Users can give estimates and quotes, create schedules, and get paid using a single job scheduling and field service solution.
Jobber allows businesses of all sizes to stay on top of every client service request coming in by phone, email, and website. Users can quickly create and send professional quotes by email or texts. The field scheduling software provides at-a-glance visibility of surrounding jobs so users can book customers, schedule jobs, and gets a technician to the site faster. It automatically generates and sends an invoice in one click for completed jobs, and accepts payments in a variety of methods.
Job location routing and tracking
Ease of set up and use
Mobile app functionality
Users wish for an open API for integration
Needs better integration with accounting software
Housecall Pro is home service management software that enables owners and professionals to run their whole business using smartphones and a complimentary web portal. Customers belong to the HVAC, garage door, carpet cleaning, home cleaning, plumbing, electrical, and window cleaning industries. The field service management software improves scheduling and dispatching, reduce paperwork and admin tasks, and enables businesses to work simpler while growing smarter.
Housecall Pro software includes a drag-and-drop scheduling tool for easy set up of new and recurring jobs. Users can easily organize their calendar, preview job details, manage time and location, and view job payment status. It has integrated task management, automatically send notifications to an assigned technician, and simplifies communication with an in-app company chat. Other features are dispatching, estimates, invoicing, online booking, reporting, payments, customer management, website management, and QuickBooks integration.
Ease of field operations
Needs easier integrations
Users wish for easier invoice customization
QuickBooks Enterprise is an accounting solution with built-in field service management software. It is an all-in-one solution with features like inventory, pricing, reporting, order management, and job costing. The Intuit field service management functionality in the enterprise software provides dispatching and scheduling features to give users real-time updates from the field.
Like any FSM software, QuickBooks Enterprise promotes efficient scheduling and simplifies on-the-spot invoicing. Users are able to connect the office to any service technician that allows them to schedule more jobs and get paid faster. The field service software increases work visibility and allows users to shuffle schedules and work orders, store equipment information, and schedule efficiently with GPS and mapping.
Integrated accounting functionality
Work order tracking
Ease of setup and use
Users wish for a UI refresh of the dispatch board
Service Fusion is all-in-one field service management software for small business and midsize service contractors. It provides users an enterprise-level software application that allows them to run their business and operations anywhere. Service Fusion offers affordable plans with no setup fees and includes unlimited users, personalized onboarding, and unlimited training and support.
The FSM software has customers from the HVAC, refrigeration, plumbing, electrical, appliance repair, garage door, and locksmith business sectors. It provides an organized platform for managing day-to-day operations that brings field staff, technicians, and customers on the same page. Service Fusion features include customer management, estimates, estimate-to-job conversions, scheduling, dispatching, online invoicing, payments, mobile app, and QuickBooks integration.
Drag-and-drop dispatch grid UI
Accessibility from multiple devices
Needs improvements in invoicing and reporting
Users wish for simpler process on recurring appointments and job with multiple sites
Workiz is home service management software and app for scheduling jobs, dispatching, invoicing, and getting paid. Many of its customers are in the locksmith, junk removal, electrical, appliance repair, plumbing, HVAC, carpet cleaning, garage door, and service dispatch businesses. The FSM software provides better business insights through its dynamic reports and smart filters.
Workiz lets users organize and manage jobs from start to finish using one app. Users can track and optimize job hours. Every technician can clock in and out with a built-in job time tracking. It has timesheets, map view, and inventory tools. Users can organize with tags and job status descriptions. The field service management software enables users to manage jobs from anywhere with its mobile app and integrated phone system. Other features include job scheduling, invoicing, payments, lead tracking, and workflow automation.
Job management and dispatch
Ease of setup and use
Important features are available in more expensive plans
Users wish for additional phone service features like spam filters
ReachOut Suite is enterprise field service management software that helps service businesses manage people and job assignments without the whiteboards or the spreadsheets. Users get real-time visibility of their admin activities to easily manage each technician in the team. The FSM solution allows them to capture customer request, give a quote, create a job, and assign it to a field technician.
ReachOut Suite streamlines the processes of scheduling and dispatching, managing and tracking jobs, generating and sending invoice, verifying worked hours, and emailing job reports to customers. The field service management app accessible from mobile devices is for getting notifications, viewing jobs, driving to job location via the best route, clock-in/out at the job site, and performing tasks as per instructions. Other features include online forms, payments, e-signature, and job submission. The field service software is also ideal for inspection and audits, work order management, and customer service and ticketing.
Field service management software leverages cloud computing and mobile technologies to provide flexible access, automation, and control of human interactions. It also integrates with other specialized software, such as geographic information systems for location tracking, CRM for customer management, or design software for technical specifications. Here are the three main types of FSM software.
Enterprise Asset Management System
Field service software can be a module within an enterprise asset management solution. As a whole, these systems enable companies to manage resources and operations, both on-premises and off. The software provides the tools to manage field operations and related assets. The system centralizes all data collected by FSM and other modules for reporting and analysis to help in decision-making.
Inventory Management System
Inventory management systems are a type of field service management software used by companies in regulating the maintenance, repair, and operations of their inventory. These platforms track company resource utilization and perform analysis of company assets to provide the data needed to make financial decisions.
Mobile Field Service Operations System
Many field service management solutions under business services, consumer services, and FSM software belong to the mobile service operations type. These are cloud-based solutions with companion mobile apps that provide field workers seamless connection and control of their tasks.
The software allows field workers access to company data in real-time, as well as intelligence to assist in travel routes, schedules, time entry, files, and documents needed to perform tasks. Office workers are able to access customer data, send quotes and invoices, provide notifications and reports, and get payments and feedback.
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Field Service Management Software Features
Field service management software is an essential digital tool for cultivating high customer satisfaction. Commonly integrated with customer service, these platforms allow companies to send the best available field service technician to the job site. Excellent service results in a superior customer experience, fostering loyalty and a good business reputation.
Here are some important features to look for in field service management software:
Customer engagement management provides the communication tools to keep customers, field workers, and office staff updated on the latest work details, as well as past interactions.
Inventory and logistics helps manage planning, purchasing, storing, and ordering of parts and other components to ensure availability. Modern tools incorporate barcode scanners, RFID, and IoT technology.
Work order management allows the creation of work orders according to agreements and contracts, while providing sufficient details and methodology. This can also include automated approval workflows and task tracking.
Contract and warranty management provides the details of agreements between customers and service providers.
Workforce management helps users in planning and forecasting workforce allocation, or the capability to integrate to WFM software.
Scheduling and dispatch provides dashboards, calendars, tracking, maps, and other tools needed to communicate with and locate resources needed for a work order.
Analytics and reporting allows users to explore collected information and discover potential optimizations, as well as providing insights for better decision-making.
Integration capabilities connect external software solutions and data sources.
Jose Santos is a long-time contributing writer for project-management.com. He is a subject matter expert in the field of project management and has many years of experience writing about project management software and tools. He has written hundreds of articles for the project management industry, including numerous software reviews, book reviews, training site reviews, and more.