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Field Service Software


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mHelpDesk logo
 
mHelpDeskis a field service solution that works to organize and manage service requests, billing, reports and customer relationships. This system has been around since 2007 and currently helps over 13,000 businesses manage all aspects... Read More
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mHelpDeskis a field service solution that works to organize and manage service requests, billing, reports and customer relationships. This system has been around since 2007 and currently helps over 13,000 businesses manage all aspects... Read More
 
HouseCall Pro logo
 
HouseCall Pro is a cloud-based field service management app for service professionals to automate their workflows. This solution includes a native mobile app and complementary Web portal and serves a wide range of industries, such... Read More
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HouseCall Pro is a cloud-based field service management app for service professionals to automate their workflows. This solution includes a native mobile app and complementary Web portal and serves a wide range of industries, such... Read More
 
Fleetmatics WORK logo
 
Fleetmatics WORK is a web-based field service management system that allows businesses to conveniently store and track customer information, invoices, inventory and service history records. The core features of the solution include... Read More
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Fleetmatics WORK is a web-based field service management system that allows businesses to conveniently store and track customer information, invoices, inventory and service history records. The core features of the solution include... Read More
 
FieldEdge logo
 
FieldEdge by dESCO is a leading Field Service Management solution for Home Service Contractors in fields including HVAC, plumbing, electrical and many more. The web-based program allows companies to manage all aspects of their business... Read More
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FieldEdge by dESCO is a leading Field Service Management solution for Home Service Contractors in fields including HVAC, plumbing, electrical and many more. The web-based program allows companies to manage all aspects of their business... Read More
 
Wintac logo
 
Established in 1988, Intac International has been supplying field service, installation, and construction companies with the tools they need to manage their entire business with one simple to use program. Intac’s all-in-one solution,... Read More
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Established in 1988, Intac International has been supplying field service, installation, and construction companies with the tools they need to manage their entire business with one simple to use program. Intac’s all-in-one solution,... Read More

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Service Fusion logo
 
Service Fusion is a cloud-based field service management software. It caters to businesses of all sizes across multiple industries. It offers field service management, GPS fleet tracking, credit card processing and mobile applications... Read More
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Service Fusion is a cloud-based field service management software. It caters to businesses of all sizes across multiple industries. It offers field service management, GPS fleet tracking, credit card processing and mobile applications... Read More
 
ThermoGRID logo
 
ThermoGRID is a cloud-based, Field Service solution for small to mid-size residential contractor companies. It offers a fully integrated suite of applications to help automate the day-to-day operations of the business. Before sending... Read More
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ThermoGRID is a cloud-based, Field Service solution for small to mid-size residential contractor companies. It offers a fully integrated suite of applications to help automate the day-to-day operations of the business. Before sending... Read More
 
FieldService360 logo
 
FieldService360 is an affordable, cloud-based Field Service solution that was designed to grow with your business. With FieldService360, companies have full control over every aspect of the service cycle, from initial call to eventual... Read More
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FieldService360 is an affordable, cloud-based Field Service solution that was designed to grow with your business. With FieldService360, companies have full control over every aspect of the service cycle, from initial call to eventual... Read More
 
Mobiwork MWS logo
 
Mobiwork MWS is a suite of field service solutions that features GPS tracking, inventory management, billing & invoicing, work order management, electronic forms, scheduling & dispatch, and contact management. It offers flexible deployment... Read More
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Mobiwork MWS is a suite of field service solutions that features GPS tracking, inventory management, billing & invoicing, work order management, electronic forms, scheduling & dispatch, and contact management. It offers flexible deployment... Read More
 
MindYourService.com logo
 
MindYourService.com from Linxtechs is a cloud-based field service management solution designed to help service-based businesses schedule jobs, reduce expenditures, optimize workflow and task assignments, and operate in an error-free... Read More
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MindYourService.com from Linxtechs is a cloud-based field service management solution designed to help service-based businesses schedule jobs, reduce expenditures, optimize workflow and task assignments, and operate in an error-free... Read More

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ServiceTitan logo
 
ServiceTitan for HVAC, plumbing and electrical home service businesses is a mobile, cloud-based field management platform that offers scheduling, dispatch, invoicing, sales, and more. The platform offers marketing ROI and conversion... Read More
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ServiceTitan for HVAC, plumbing and electrical home service businesses is a mobile, cloud-based field management platform that offers scheduling, dispatch, invoicing, sales, and more. The platform offers marketing ROI and conversion... Read More
 
ServiceTrade logo
 
ServiceTrade is a SaaS platform that provides customer service applications for commercial service contractors.  Through ServiceTrade, customers receive information about the status of their systems through online quotes, after-service... Read More
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ServiceTrade is a SaaS platform that provides customer service applications for commercial service contractors.  Through ServiceTrade, customers receive information about the status of their systems through online quotes, after-service... Read More
 
SmartField logo
 
SmartField is a web-based platform with a flexible suite of field service solutions. Both commercial and residential field service providers can utilize the system for GPS tracking, scheduling, dispatch, contact management, billing,... Read More
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SmartField is a web-based platform with a flexible suite of field service solutions. Both commercial and residential field service providers can utilize the system for GPS tracking, scheduling, dispatch, contact management, billing,... Read More
 
PestPac logo
 
PestPac, a WorkWave software, is a web-based field service management solution, offering unique, features to improve productivity, profitability, and customer satisfaction. PestPac is a scalable solution that can serve single technicians... Read More
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PestPac, a WorkWave software, is a web-based field service management solution, offering unique, features to improve productivity, profitability, and customer satisfaction. PestPac is a scalable solution that can serve single technicians... Read More
 
Trimble PULSE™ logo
 
Trimble PULSE is a modular, cloud-based Field Service solution for midsize to large companies in a variety of industries worldwide. It’s suited for a service companies that specialize in anything from plumbing to property maintenance,... Read More
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Trimble PULSE is a modular, cloud-based Field Service solution for midsize to large companies in a variety of industries worldwide. It’s suited for a service companies that specialize in anything from plumbing to property maintenance,... Read More

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SAMPro Enterprise logo
 
SAMPro Enterprise is an end-to-end accounting and service management solution. The integrated suite of Field Service applications offered includes Service Dispatching, Mobile Workforce, CRM, Analytics and KPI’s, Quoting, PO, Inventory... Read More
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SAMPro Enterprise is an end-to-end accounting and service management solution. The integrated suite of Field Service applications offered includes Service Dispatching, Mobile Workforce, CRM, Analytics and KPI’s, Quoting, PO, Inventory... Read More
 
ServiceBridge logo
 
ServiceBridge is a complete field service management solution designed to help technicians both in the office and in the field manage their work orders, scheduling and dispatching, billing, and more. Franchise operations who specialize... Read More
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ServiceBridge is a complete field service management solution designed to help technicians both in the office and in the field manage their work orders, scheduling and dispatching, billing, and more. Franchise operations who specialize... Read More
 
Visual Planning logo
 
Visual Planning is an expansive, comprehensive, and efficient system that offers a complete solution for a business’s Project Management needs. It combines the tools users need to allocate resources, manage individual projects, budgets,... Read More
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Visual Planning is an expansive, comprehensive, and efficient system that offers a complete solution for a business’s Project Management needs. It combines the tools users need to allocate resources, manage individual projects, budgets,... Read More
 
vx Field logo
 
Verisae is a powerful global provider of cloud-based, SaaS software that helps large retailers automate their maintenance, energy, field service, and remote monitoring programs. With Verisae’s vx Field for Mobile Workforce Management,... Read More
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Verisae is a powerful global provider of cloud-based, SaaS software that helps large retailers automate their maintenance, energy, field service, and remote monitoring programs. With Verisae’s vx Field for Mobile Workforce Management,... Read More
 
Field Squared logo
 
Field Squared is an integrated Field Service solution that can be accessed via the web and on most mobile devices. It’s suited for organizations in a variety of industries, such as construction, electrical, transportation, and more. Field... Read More
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Field Squared is an integrated Field Service solution that can be accessed via the web and on most mobile devices. It’s suited for organizations in a variety of industries, such as construction, electrical, transportation, and more. Field... Read More
 

Buyer's Guide

by Justin Guinn,
Market Research Associate
Last Updated: April 28, 2017


A myriad of vendors offer field service management solutions, and different systems address the needs of different types and sizes of businesses, from small pest controlmaid service or landscaping operations to global enterprises in industries such as communications or manufacturing. We’ve written this buyer's 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
Benefits and Potential Issues
Market Trends to Understand
Recent Events You Should Know About

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
  • Forecasting and reporting

Advanced field service solutions 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 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 percent or more 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 a random sample of these interactions with companies evaluating field service systems to uncover the following trends. Click here for the full report.

Benefits and 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.

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.

Market Trends to Understand

Mobile. When Microsoft introduced the Tablet PC version of Windows in 2001, field work organizations were listed as a market. More than a decade later, mobile field service apps are available for all major mobile and tablet platforms from Blackberry, Android and iPhones to iPads and Windows 7 tablets.

Software as a Service (SaaS). Many vendors now offer cloud-based products, typically through a monthly subscription plan.

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.

Recents Events You Should Know About

AnalytixInsight acquires parts of Euclides Technologies. Big data analytics company AnalytixInsight will acquire the field service management assets of Euclides Technologies, which includes the SaaS-based enterprise solution Fixify. The acquisition allows AnalytixInsight to enter the workflow analytics space, create new revenue streams and benefit from the growing field service management industry.

GE Digital acquired cloud-based solution ServiceMax for $915 million. The company will add analytics and insights to ServiceMax’s logistics, workforce optimization and deployment models. The acquisition will also allow GE to enhance its vision for Industrial Internet, which is a network of devices connected by communications technologies that provide superior analytical capabilities.

FieldAware partnered with Mitel. The partnership enables both to develop an integrated solution that will leverage Mitel's mobile, real-time and cloud communication as well as its contact center technology with FieldAware's cloud-based mobile field service management solution. The new solution will offer tools to manage end-to-end work orders, prioritize customer requests and upsell during service calls.

 

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