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Compare Field Service Software

This page is managed by
Jay Ivey, Managing Editor
Last updated: July 9, 2014

Top 10 Most Reviewed Field Service Systems

 
Mhelpdesk Founded in 2007, Mhelpdesk is a consolidated, efficient cloud-based field service solution that allows its users to easily manage their contacts, inventory, scheduling, and billing.
        96 Reviews
 Price
 Demo

63

Recommendations
in the last 30 days
Wintac Wintac is a field service solution for small to midsize companies. It offers integration with Quickbooks and Microsoft Office as well as full accounting and a year of live, unlimited service.
        44 Reviews
 Price
 Demo

49

Recommendations
in the last 30 days
Dataforma Dataforma is a scalable web-based field service management solution for businesses in the construction industry. It includes applications such as contact management and billing & invoicing. Upgrades are no additional charge.
        17 Reviews
 Price
 Demo

2

Recommendations
in the last 30 days
FieldOne FieldOne is a flexible and adaptable field service solution serving industries of all kinds, including oil & gas, healthcare, IT, and construction. It allows an advanced level of customization without draining business's budgets.
        17 Reviews
 Price
 Demo

2

Recommendations
in the last 30 days
PestPac A comprehensive web-based solution designed especially for pest control management, PestPac offers multiple robust, industry-specific features and add-on modules to help any size business increase its productivity and efficiency.
       1 Review
Jobber Jobber is a field service system for businesses in dozens of industries designed to be faster, more efficient, and simple to use. Jobber is constantly evolving and provides updates, new features, and bug fixes at no extra cost.
        1 Review
 Price
 Demo

3

Recommendations
in the last 30 days
BigWave Mobile-friendly BigWave can provide the tools to improve operational efficiency in the field. It can provide a user-friendly electronic replacement for spreadsheets and other manual processes used by Field Service companies.
        1 Review
 Price
 Demo

3

Recommendations
in the last 30 days
Smart Service Smart Service is an on-premise solution for managing a wide variety of service companies. They are a Gold Certified QuickBooks partner which provides quick and easy integration, including real time updates on mobile devices.
        1 Review
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 Demo

19

Recommendations
in the last 30 days
Infor Service Management Infor Service Management is for small to mid-size companies looking for all-encompassing software to track operations. It offers live updates on a centralized system meaning less discrepancies among users.
       0 Reviews
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27

Recommendations
in the last 30 days
ServiceMax Suite ServiceMax Suite is a robust, cloud-based solution that includes 5 core modules to optimize field service operations: contracts, scheduling and dispatch, inventory management, customer management, and social collaboration.
       0 Reviews
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21

Recommendations
in the last 30 days
 
 


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Buyer's Guide

Myriad vendors offer field service management solutions for fleets. Different systems address different types and sizes of fleets ranging from a single metropolitan shop to a global company with agents and partners that cover the entire world. We’ve written this buyers guide for buyers who want to understand this complex market.

Here’s what we’ll cover:

What is Field Service Software?
What Type of Buyer Are You?
Field Service Software BuyerView Report
The Vendor Landscape
Market Trends You Should Understand
Benefits & Potential Issues
Recent Events in the Industry

What is Field Service Software?

If you have ever waited from noon to 6 pm for a representative to appear, you know the importance of a good system. This mobile field service software category helps companies schedule and track outside operations. For representatives, it provides schedules, routes, customer information, and information regarding necessary supplies and parts. Managers can schedule outside agents and resources, track customer history, and manage work orders. 

Core functions include trouble ticketing, repair center, order management, SLA compliance tracking, resource scheduling, dispatching, route planning, parts inventory management, contract management, partner management, and forecasting and reporting. Advanced programs feature mobile support, failure analysis, RMA management, voice-generated customer appointment reminders, and project management.

In the customer support spectrum, these systems expand on help desk (HD) systems and overlaps customer support systems. HD systems provide applications for trouble ticketing and directed problem resolution but do not offer field-related functionality. Customer support systems may provide scheduling and inventory management or may integrate to a complete system. Some solutions also focus exclusively on one function, service dispatch software, for example.  

Companies needing a more sophisticated maintenance management system with features like equipment, fleet, and preventive maintenance should review our CMMS buyers guides.

What Type of Buyer Are You?

Before starting your research, you’ll need to assess what kind of buyer you are. We believe 90%+ of buyers fall into one of the following categories:

  • Direct buyers. These buyers work for firms that maintain their own unit. They have straightforward needs which are addressed by a wide range of providers.
  • Contract buyers. These buyers work for firms that contract out work. These buyers have special requirements for passing work requests, tracking request fulfillment, and tracking customer satisfaction.
  • Enterprise buyers. These buyers work for large organizations. These buyers may have multiple fleets and they place a premium on integrating information across units and with the customer support organization.
  • Small business buyers. These buyers work for small businesses moving beyond Microsoft Outlook, spreadsheets, or even whiteboards and sticky notes, and want to add FSM capabilities for planning orders and tracking customer satisfaction.

Field Service Software BuyerView Report

Every year, Software Advice talks to hundreds of field service software buyers, which provides us unparalleled insight into their motivations for investing in new technology. Recently, we analyzed 597 interactions with companies evaluating field service systems to uncover the following trends. Check out a summary of the results below, or click here for the full report.

The Vendor Landscape

This type of buyer... Should evaluate these systems
Direct buyers Service Pro by MSI, Microsoft Dynamics CRM, SAP, Oracle, Maximizer CRM
Contract work buyers Service Pro by MSI, Microsoft Dynamics CRM, ServiceMAX
Enterprise suite buyers Oracle, SAP
Small business CRM buyers SugarCRM, Intuit, Eclipse, ServiceTycoon

Market Trends You Should Understand

  • Mobile. When Microsoft introduced the Tablet PC version of Windows in 2001, field work organizations were listed as a market. A decade later, mobile support is available for all major mobile and tablet platforms from Blackberry, Android, and iPhones to iPads and Windows 7 tablets.
  • Software as a Service (SaaS). Some vendors also offer cloud-based products. For example, ServiceMax is built on Force.com, the cloud platform provided by Salesforce. 
  • Web-based interfaces. Reps and managers can interact with web-enabled systems at the office or on the road. Web-based tools can also let partners access the systems and can even allow customers to schedule their own appointments.
  • Customer support consolidation. Vendors are including more functionality directly in CRM and service/support software. For example, Microsoft Dynamics CRM lets agents generate a trouble ticket, set an appointment, create an order, and dispatch a rep. Once the rep has completed the work, the order is closed, which closes the trouble ticket.

Benefits & Potential Issues

  • Reduce scheduling costs. One of the big costs is the actual scheduling of calls. Manual systems needed to leave large “windows” for appointments and allow ample time between scheduled stops. These systems can schedule appointments more densely and reduce travel times through intelligent routing.
  • Increase customer satisfaction. Systems can increase customer satisfaction in three ways. First, they can state more precise arrival times for technicians. Second, they can predict the tools and parts that a rep will need. Third, they can allow the customer to pick the most convenient appointment time.
  • Reduce parts inventory costs. Systems can analyze history files to predict which parts will fail on what schedule. companies can use this information to more accurately manage part inventories to reduce costs.
  • Reduce fuel costs. Intelligent route planning is a feature of most systems. It calculates the most efficient way for sales agents to drive to their appointments. This can dramatically reduce mileage and consequently fuel costs.

But there are two potential issues. The first is obvious: there is a potential to over-schedule reps, which decreases both their effectiveness and level of job satisfaction, and also decreases customer satisfaction since appointments are missed. The second problem is more typical of enterprise software; proper implementation, change management and adoption is required for customers to realize the true benefits.

Recent Events You Should Know About

At its genesis, field service management software was built for very large companies. The systems were standard for every user and narrowly focused in functionality. Today, field service companies have a plethora of vendors and functionalities to choose from. This ranges from service scheduling software specialists to work order tracking software makers. Buyers also have a range of customizations at their disposal.

With the more recent proliferation of Web-based service dispatch software, developers have come out with new tools for mobile devices. A field service app can be equipped to mimic desktop activities and mobile software is available almost anywhere. Below are recent updates from the top-recommended field management software vendors.

  • Dataforma - On May 1, Dataforma announced via Facebook an update to its iPhone app. The application is available from the Apple app store. The post said the V.0.2 version comes with enhanced photo upload functionality that allows workers to upload photos while continuing to work. The app enables employees to access their Dataforma field service scheduling software on their iPhone. Also, users can update in real time and track and update requests from start to finish.

  • FieldOne Systems - On January 23, FieldOne Systems revealed during the 2012 AHR Expo its cloud-based FieldOne Sky product. The move closely followed the company taking its flagship product mobile. Officials said the FieldOne Sky solution allows users to dynamically customize workflow and integrate with enterprise systems. Workers can also create dashboards and charts on the go and seamlessly integrate with Microsoft Outlook and Office.

  • Service Pro Field - MSI Data announced on May 9 a partnership with Sage Software, integrating Service Pro with Sage 100 ERP. Previously, Sage customers had had to juggle multiple products for a full field service solution. But in combination with Service Pro, the two tools allow companies to eliminate manual, costly import/export routines and data reconciliations.

  • LeadMaster Lead Management - LeadMaster now markets its solutions through Tech Data Corp thanks to an agreement the companies formed on January 23. Tech Data runs a network of more than 60,000 value-added resellers who will sell LeadMaster-branded solutions. LeadMaster also recently announced a partnership with real estate lead conversion technology company, HomeStar Broker Solutions Corp. Under terms of the agreement, LeadMaster serves as the cloud computing engine for the HomeStar platform.



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