We've helped thousands of service businesses choose the right field service software so they can improve scheduling accuracy and manage field reps. How does it work?

Field Service Software


Sort by:
 
Sort by:
 
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
Rating:            (469)
Rating:
        (469)
Price:
Advisor Recommendations:
263
Platforms:
Deployment:
Business Size:
S
M
L
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
Rating:            (385)
Rating:
        (385)
Price:
Advisor Recommendations:
212
Platforms:
Deployment:
Business Size:
S
M
L
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
 
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
Rating:            (63)
Rating:
        (63)
Price:
Advisor Recommendations:
119
Platforms:
Deployment:
Business Size:
S
M
L
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
 
FieldEdge logo
 
FieldEdge by dESCO is a cloud-based Field Service Management solution for home service contractors in fields including HVAC, plumbing, electrical and more. The solution allows companies to manage business operations remotely. The... Read More
Rating:            (137)
Rating:
        (137)
Price:
Advisor Recommendations:
104
Platforms:
Deployment:
Business Size:
S
M
L
FieldEdge by dESCO is a cloud-based Field Service Management solution for home service contractors in fields including HVAC, plumbing, electrical and more. The solution allows companies to manage business operations remotely. The... Read More
 
Fleetmatics WORK logo
 
Fleetmatics WORK is a cloud-based field service solution that allows users to organize schedules, manage and track job progress and manage dispatching process. Office and field workers can receive job information and updates on mobile... Read More
Rating:           (73)
Rating:
        (73)
Price:
Advisor Recommendations:
97
Platforms:
Deployment:
Business Size:
S
M
L
Fleetmatics WORK is a cloud-based field service solution that allows users to organize schedules, manage and track job progress and manage dispatching process. Office and field workers can receive job information and updates on mobile... Read More

Call us for a free FastStart Consultation: +1 844 746 1795


 
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
Rating:            (90)
Rating:
        (90)
Price:
Advisor Recommendations:
77
Platforms:
Deployment:
Business Size:
S
M
L
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
 
Wintac logo
 
Wintac is an on-premise business management solution that caters to field service, installation, and service contracting organizations. The key features of the solution include work order management, customer relationship management(CRM),... Read More
Rating:            (472)
Rating:
        (472)
Price:
Advisor Recommendations:
63
Platforms:
Deployment:
Business Size:
S
M
L
Wintac is an on-premise business management solution that caters to field service, installation, and service contracting organizations. The key features of the solution include work order management, customer relationship management(CRM),... Read More
 
Service Cloud Field Service logo
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... Read More
Rating:            (40)
Rating:
        (40)
Price:
Advisor Recommendations:
47
Platforms:
Deployment:
Business Size:
S
M
L
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize... 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
Rating:            (5)
Rating:
       (5)
Price:
Advisor Recommendations:
42
Platforms:
Deployment:
Business Size:
S
M
L
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
 
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
Rating:            (7)
Rating:
        (7)
Price:
Advisor Recommendations:
40
Platforms:
Deployment:
Business Size:
S
M
L
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

Call us for a free FastStart Consultation: +1 844 746 1795


 
Jobi logo
 
Jobi is a field services software that provides service professionals with a platform to manage their business through a cloud-based desktop site and a mobile app. Jobi offers call tracking, dispatch, prices estimating, invoices, GPS... Read More
Rating:            (4)
Rating:
       (4)
Price:
Advisor Recommendations:
33
Platforms:
Deployment:
Business Size:
S
M
L
Jobi is a field services software that provides service professionals with a platform to manage their business through a cloud-based desktop site and a mobile app. Jobi offers call tracking, dispatch, prices estimating, invoices, GPS... Read More
 
BiznusSoft Field Service logo
 
BiznusSoft Field Service is a cloud-based solution designed to help businesses manage and control their operational cycle. Key features include account management, quotation and contract management, work order management, scheduling... Read More
Rating:            (7)
Rating:
        (7)
Price:
Advisor Recommendations:
27
Platforms:
Deployment:
Business Size:
S
M
L
BiznusSoft Field Service is a cloud-based solution designed to help businesses manage and control their operational cycle. Key features include account management, quotation and contract management, work order management, scheduling... 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
Rating:            (1)
Rating:
       (1)
Price:
Advisor Recommendations:
25
Platforms:
Deployment:
Business Size:
S
M
L
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
 
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
Rating:            (77)
Rating:
        (77)
Price:
Advisor Recommendations:
14
Platforms:
Deployment:
Business Size:
S
M
L
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
 
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
Rating:            (4)
Rating:
        (4)
Price:
Advisor Recommendations:
12
Platforms:
Deployment:
Business Size:
S
M
L
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

Call us for a free FastStart Consultation: +1 844 746 1795


 
AgileField logo
 
AgileField is a cloud based platform and mobile application with a suite of field service solutions. AgileField aims to get the right technician, with the right equipment and the right materials to the right location to complete... Read More
Rating:            (3)
Rating:
        (3)
Price:
Advisor Recommendations:
11
Platforms:
Deployment:
Business Size:
S
M
L
AgileField is a cloud based platform and mobile application with a suite of field service solutions. AgileField aims to get the right technician, with the right equipment and the right materials to the right location to complete... Read More
 
Foundation 3000 logo
 
Foundation 3000 is field service management software for small to midsize enterprises. The software’s functionality includes billing and invoicing, inventory management, contact management, work order management, scheduling and dispatch,... Read More
Rating:            (1)
Rating:
        (1)
Price:
Advisor Recommendations:
9
Platforms:
Deployment:
Business Size:
S
M
L
Foundation 3000 is field service management software for small to midsize enterprises. The software’s functionality includes billing and invoicing, inventory management, contact management, work order management, scheduling and dispatch,... Read More
 
Medulla Pro logo
 
Medulla Pro is a field service management solution for businesses of any size. The solution offers features for dispatching, scheduling, inventory, mobile reporting, work orders, parts, contracts, job checklists, field service tracking,... Read More
Rating: No reviews
Rating:
No reviews
Price:
Advisor Recommendations:
9
Platforms:
Deployment:
Business Size:
S
M
L
Medulla Pro is a field service management solution for businesses of any size. The solution offers features for dispatching, scheduling, inventory, mobile reporting, work orders, parts, contracts, job checklists, field service tracking,... Read More
 
ServiceBox logo
 
ServiceBox is an integrated cloud solution for commercial and residential service-based companies such as plumbers, HVAV repairmen, locksmiths, cleaning services, and more. Work orders and maintenance management tools allow the user... Read More
Rating:            (35)
Rating:
        (35)
Price:
Advisor Recommendations:
8
Platforms:
Deployment:
Business Size:
S
M
L
ServiceBox is an integrated cloud solution for commercial and residential service-based companies such as plumbers, HVAV repairmen, locksmiths, cleaning services, and more. Work orders and maintenance management tools allow the user... Read More
 
Launch27 logo
 
Launch27 is a cloud-based online booking solution suitable for service businesses of all sizes. Key features include customizable online booking forms, availability calendars, appointment notifications and online fee payment. Launch27... Read More
Rating:            (75)
Rating:
       (75)
Price:
Advisor Recommendations:
7
Platforms:
Deployment:
Business Size:
S
M
L
Launch27 is a cloud-based online booking solution suitable for service businesses of all sizes. Key features include customizable online booking forms, availability calendars, appointment notifications and online fee payment. Launch27... Read More

View More Products
 

FrontRunners for Field Service, May 2017

Powered by Gartner Methodology

What Is the FrontRunners Quadrant?

A Graphic of the Top-Performing Field Service Products

FrontRunners quadrants highlight the top software products for North American small businesses. All products in the quadrant are top performers. Small businesses can use FrontRunners to make more informed decisions about what software is right for them.

To create this quadrant, we evaluated over 400 Field Service products. Those with the top scores for their capability and value made the quadrant.

Scores are based largely on reviews from real software users, along with other product performance details (e.g., what features they offer, how many customers they have).

Is One Quadrant Better Than the Others?

Nope, Products in Any Quadrant May Fit Your Needs

Every product in this quadrant offers a balance of capability (how much the products can do) and value (whether they’re worth their price/cost) that makes them stand out in the race for small business software success.

FrontRunners has four sub-quadrants:

  • Upper Right = Leaders: Leaders are all-around strong products. They offer a wide range of functionality to a wide range of customers. These products are considered highly valuable by customers.
  •  
  • Upper Left = Masters: Masters may focus more heavily on certain key features or market segments than Leaders do. If you need a more specialized set of functionality without bells and whistles, then a product in the Masters quadrant might be right for you.
  •  
  • Lower Right = Pacesetters: Pacesetters may offer a strong set of features, but are not rated as highly on value. For example, a Pacesetter might offer greater functionality, but cost more.
  •  
  • Lower Left = Contenders: Contenders may focus on a more specialized set of capabilities that are priced at a higher point. This makes them ideal for companies willing to pay more for specific features that meet their unique needs.

Depending on the specific needs of a software buyer, a product in any of these sub-quadrants could be a good fit.

Why? To even be considered for this FrontRunners, a product had to meet a minimum user rating score of 3.75 for both capability and value. This means that all products that qualify as FrontRunners are top-performing products in their market. They appear in the quadrant in relation to how their peers performed.

For some buyers, a specific FrontRunners sub-quadrant might be best. For example, Field Service software systems with an emphasis on scheduling or another specific capability might be found in the Contenders quadrant, while systems with a wider array of basic capabilities would be more likely found in the Leaders or Pacesetters quadrants.

On the other hand, Field Service solutions that are specially designed for lawn care companies, maid service businesses or any other specific service segment can be found in the Masters quadrant.

You can download the full FrontRunners for Field Service report here. It contains individual scorecards for each product on the Frontrunners quadrant.

How Are FrontRunners Products Selected?

Products Are Scored Based on User Reviews and Other Data

You can find the full FrontRunners methodology here, but the gist is that products are scored in two areas, Capability and Value.

To be considered at all, products must have at least 10 reviews and meet minimum user rating scores. They also have to offer a core set of functionality—for example, scheduling and dispatching are required functions along with work order management and billing and invoicing.

From there, user reviews and other product performance details, such as the product's customer base and the features it offers, dictate the Capability and Value scores. Capability is plotted on the x-axis, and Value is plotted on the y-axis.

Got It. But What if I Have More Questions?

Check Out Our Additional Resources!

For more information about FrontRunners, check out the following:

  • Check out the "FrontRunners FAQ for Technology Providers," linked at the top of this page, for more detailed answers and information about how it works.
  •  
  • Check out the complete FrontRunners methodology to understand the scoring.

Have questions about how to choose the right product for you? You’re in luck! Every day, our team of advisors provides (free) customized shortlists of products to hundreds of small businesses.

  • Simply take this short questionnaire to help us match you with products that meet your specific needs.
  •  
  • Or, talk to one of our experienced software advisors about your needs—it’s quick, free, and there’s no-obligation—by calling (844) 687-6771.

One Last Thing—How Do I Reference FrontRunners?

Just Follow Our External Usage Guidelines

Check out the FrontRunners External Usage Guidelines when referencing FrontRunners content. Except in digital media with character limitations, the following disclaimer MUST appear with any/all FrontRunners reference(s) and graphic use:

FrontRunners scores and graphics are derived from individual end-user reviews based on their own experiences, vendor-supplied information and publicly available product information; they do not represent the views of Gartner or its affiliates.

Runners Up

Providers listed as Runners Up were considered for inclusion in the quadrant, but were ultimately not included for one or more reasons: they did not have enough reviews; they did not meet the reviews score minimum; they did not meet the ultimate Value and Capability minimum scores; or they did not meet our functionality requirements for the market.

1CRM
360e
Accelo CRM
Accruent 360Facility
AceRoute
Acowin
Acumatica Cloud ERP
AddressTwo
Advisor
AgentCubed
Aimsio
Alert Software
Allbound
Amity
Aplicor 3C
Apptivo CRM
ArborSoftWorx
ARCHIBUS
AroFlo
Ascend - Physician Relationship Management System
Ascente
Asset Infinity
AssetWorks Field Service Solutions
Astea Alliance
Avantis
AvPro
AwareManager
Axxerion CMMS
AyaNova
Azzier CMMS
B2W Maintain
Badger Maps
Base
Bella FSM
Big Sky
BigChange
Bigfoot CMMS
BigWave
BIM 360
BizScheduler
Blitz
BlueFolder
BookedIN
BookmyCity
BookSteam
bpm'online
Building Engines
BusinessMan CRM/ERP
bxp software
Call of Service
Canvas
Caretime
CHAMPS EAM
CleanTelligent
ClickSoftware
ClockShark
CloudLink Service
CMMS by Mobility Work
COGZ CMMS
Coherent
collectiveFleet
Commence
CommittedCost
Commusoft
ConEst IntelliBid
ConnecTeam
ConnectWise Manage
Contractor Corner
Contractor Essentials
Coolfront
Corrigo
CRM by AutoVu Solutions
CRMnext
CrossForm
CXM
Cygneto Field Sales
dapulse
Datafield
Dataforma
DataScope
Davisware
Digital Waybill
DirectLine
Dispatch
Dispatch Direct
DispatchLogix Solution
DispatchTrack
Dossier Fleet Maintenance
E-Works Manager
Easyf6
EasyForm
Electronic Work Instructions
eMaint CMMS
EMQIM
envVisual SP
envVisual Suite
ePAC
Equipment360
eRPortal Materials Management
EService
eSPACE
Evatic Service
eWay-CRM
eWorkOrders CMMS
Expert Service Solutions Mobile Service
Explorer Shafers
Eyo EmployeeApp
ez service manager
Facilities Management eXpress
FaciliWorks CMMS
FACS (Field Automated Communication Systems )
FarEye
FastMaint
Fastrax
FAT FINGER
Field Force Tracker
Field Harmony
Field Nimble
Field Promax
Field Service Management by Corrigo
Field Squared
FieldAutomate
FieldAware
FIELDBOSS
FieldConnect
FieldEdge
FieldEZ
FieldLocate
Fieldmagic
FIELDMOTION
Fieldomobify
FieldPower
FieldPulse
FieldService360
Fieldwire
Fieldwork
Fiix
Fixd
Fleet GPS Tracking
Fleetmatics REVEAL
Fleetmatics Work
Flobot
FLS VISITOUR
Fluix
FlyPal
FM Dashboard
Form.com
FTMaintenance
GenieBelt
GeoOp
GeoPal
GleanView
GoodMove
GorillaDesk
GoServicePro
GoSpotCheck
GPS Insight Fleet Tracking Solution
Granular
GreenMile Live
GroundsKeeper Pro
GSMtasks
GuideTi
HappyCo
Hippo CMMS
HouseCall Pro
I'mOnIt!
i-Dispatch
iAuditor
icomplete CRM
iFormBuilder
IFS Applications
IFS Field Service Management
Infor Service Management
Intellect BPM
iOffice
iWorQ Work Management
Job Tracker Professional
JOBDONE
jobi
JobLogic
Jobsite Mobile
Jova
Keeprop
Key2Act
Knowify
Kordata
Kosmas
Landport
Launch27
Lawn & Pest Assistant III
Less Paper
Lighthouse Field Service
Limo Anywhere
littlefleets
Loc8
LogicBox CRM
MaidEasy Software
ManageMart
ManagerPlus
ManWinWin
MAPCON
MASTIS
Maxpanda CMMS
Maxpanda Work Order
mEdge
Membrain
Mi-Corporation Mobile Inspection
MicroMain
MindYourService.com
Miracle Service
MO.S.T.
Mobile Field Report
Mobile Resource Manager
Mobiwork SmartTrack and MWS
MobyServices
MPulse CMMS Software
MuniLogic
MVP Plant
My eToolbox
MyRouteOnline
NetDispatcher
NetFacilities
NetHelpDesk
NewWaySERVICE
NextService
Nexus Service Manager
OASIS by IntelliTek
Obzervr
Odyssee Sales
Omadi
OmnipriseCRM
Oneserve
Onfleet
OnTime 360
ONTRAPORT
Opermax
Opti-Time
Optimatics
Optsy
Oracle Sales Cloud
Oracle Service Cloud
Oracle Siebel CRM
Orderry
PENTA ERP
PENTA Service Management
Pepperi
PestaRoo
PestRoutes Software
Picture Perfect Pricing
Plexus
PMXpert
Pocomos Software
Poimapper
Powered Now
Praxedo
Precision Manufacturing
ProBusinessTools
ProntoForms
PropSpace
ProServe 2012
Protean
Proteus CMMS
Pruvan
Q Ware CMMS
Que Centre Maintenance Management
QuickDraw
QuickStaff
QuoteFlare
RazorSync
Real Scheduler
REfindly CRM
RepairShopr
Repsly
Reslink Solutions
RigER - Boost Oilfield Rentals
River Cities
Roadcast
Route4Me
RoutePoint
Routezilla
RTA Fleet Management
S2000WIN
Sage CRM
Sales Rabbit
SalesAchiever
Salesboom Automotive CRM
Salesforce
Salesforce.com Service Cloud
SalesMI
SalesNexus
SalesOutlook CRM
SAM Pro Enterprise
SAP CRM
ScheduFlow
Scheduleflow
Sellsy
Send A Job
Service Management Enterprise
Service Pro by MSI Data
Service Skeds
ServiceBridge
ServiceLedger
ServiceMAX1
ServiceNow Express
ServicePower
ServiceTrade
Service|Box
SERVTRAC
Shinebox
SimpliField
simPRO Enterprise
SkyBoss
Skyward CRM
SmartField
Smartspanner
Snapforce
Snappii Mobile Apps
SnapView
Soffront CRM
Spatula
Sprocket CMMS
SS-CMMS
Structural Pest Control System
SugarCRM
Summit Service Systems
SWAG Client
Swept
Synchroteam
T Dispatch
TabWare
Teletrac GPS Fleet Tracking
Telogis CMMS
Telogis Fleet
Telogis Workplan
The Asset Guardian (TAG)
The HindSite Solution
The Service Manager by Shining Brow Software
ThermoGRID
TheWorxHub
Tigerpaw Software
Tikkit
Tofino
Total Dispatch
Trace My Lead
TrackGo
Trackoin
TrackTik
TrackVia
Tract Systems
Trade-Serve
Transcendent
TSM
update.CRM
UpKeep
VercX
Verizon Networkfleet
VisitBasis
Vista by Viewpoint
Visual Planning
VMS Construction Management
VMS Software Solutions Suite
Vortex Field Software
Vtiger CRM On Demand
vWork
vWorkApp
Walkabout
Web+Center
WebDPW
WEBFLEET
Westrom Service Program
WorkStraight
WorkWave Route Manager
WOW! On the Web
XnappDragon
Yonyx
Younility
YourTradeBase
Zed-Service
ZenMaid Software
Zoho Forms

Buyer's Guide

by Justin Guinn,
Market Research Associate
Last Updated: November 6, 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.

How it Works

We match organizations with software that meets their needs.

Our service is simple and 100% free to customers like you because software vendors pay us when we connect them with quality leads. You save time and get great advice. Vendors get great referrals. It's a win for everyone!

Call now for advice: +1 844 746 1795
Software Advice Advisors
×