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Housecall Pro

Housecall Pro is a cloud-based field service management app for service professionals to automate workflows and streamline technician dispatch. This solution includes a native mobile app and complementary web portal and serves a w...Read more about Housecall Pro

4.7 (2785 reviews)

206 recommendations

Jobber

Jobber is a cloud-based field service management software solution that allows small and midsize service businesses to manage field staff, provide customer support, and expand business operations either through a mobile app or a d...Read more about Jobber

4.5 (752 reviews)

130 recommendations

Service Fusion

Service Fusion is an all-in-one, cloud-based field service management software. It caters to service contractors and businesses of all sizes across multiple industries. Service Fusion offers field service management, VoIP phone so...Read more about Service Fusion

4.3 (240 reviews)

90 recommendations

Salesforce Service Cloud

FrontRunners 2024

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 centralise and o...Read more about Salesforce Service Cloud

4.4 (755 reviews)

80 recommendations

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Service Autopilot

Service Autopilot is a cloud-based field service solution for lawn care, landscape maintenance, cleaning and snow removal organizations. For businesses of all sizes, Service Autopilot features client and lead management, schedulin...Read more about Service Autopilot

4.2 (132 reviews)

66 recommendations

Zuper

Zuper empowers field service businesses to streamline operations and provide exceptional customer experiences. Zuper’s platform is available on the web for PCs, and Zuper’s mobile app fosters effortless scheduling, real-time commu...Read more about Zuper

4.5 (11 reviews)

65 recommendations

Sera

FrontRunners 2024

Sera helps small to mid-sized HVAC, plumbing, and electrical businesses make more money by cutting down their day-to-day chaos and helping focus on the highest-value work. Sera helps business owners concentrate only on what real...Read more about Sera

4.6 (21 reviews)

50 recommendations

ServiceTitan

Transform your business with ServiceTitan's all-in-one software solution for residential and commercial field service businesses. With powerful tools that can increase revenue , supercharge your team, and provide real-time insight...Read more about ServiceTitan

4.4 (233 reviews)

48 recommendations

FieldEdge

The #1 software to run your entire business. FieldEdge by Xplor is a cloud-based field service management solution for home service contractors in fields including HVAC, plumbing, electrical and more. The field service software al...Read more about FieldEdge

4.2 (301 reviews)

42 recommendations

Simpro

Simpro is a powerful job management software solution created by trade contractors, for trade contractors. If your business struggles with quoting multi-stage projects, managing inventory, communicating with technicians, or any ot...Read more about Simpro

4.1 (131 reviews)

33 recommendations

ServiceWorks

ServiceWorks is a cloud-based solution that helps businesses manage field employees and service delivery operations. Key features include inventory management, route optimization, customer feedback, alerts/notifications, data stor...Read more about ServiceWorks

3.7 (96 reviews)

24 recommendations

FieldRoutes

Grow quickly, scale smartly, and serve your customers relentlessly with FieldRoutes Cloud-based, mobile solutions for field service operations. Whether your business is lawn care, pest control, pool service, or anything in between...Read more about FieldRoutes

4.3 (322 reviews)

12 recommendations

DynaSCAPE

DynaScape provides design software and business management solutions for the professional landscape industry. DynaSCAPE suite of web-based tools is used by landscape architects, contractors, property owners, and designers around t...Read more about DynaSCAPE

4.2 (206 reviews)

10 recommendations

ServMan

ServMan by WorkWave is an ERP solution designed for larger field service businesses, including those operating in the HVAC, electrical, plumbing and elevator maintenance verticals. ServMan provides both on-premise and cloud-based ...Read more about ServMan

4.3 (36 reviews)

10 recommendations

Gomocha

The Gomocha Field Service Platform is a beacon of efficiency and customer-centricity, tailored to empower businesses in various field service industries, including construction, energy, manufacturing, security services, utilities,...Read more about Gomocha

3.4 (20 reviews)

10 recommendations

FSM Grid

FSM Grid is an IoT enabled field service management software. Some of its main features include scheduling, routing, work orders and inventory control to automate field service operations and connect in-field teams to a business's...Read more about FSM Grid

5.0 (1 reviews)

10 recommendations

Successware

All-in-one software to manage dispatching, customer information, service agreements, accounting, sales leads, and more. Our industry-leading mobile field service solution, Successware Mobile, allows techs to fully run their jobs...Read more about Successware

4.1 (78 reviews)

8 recommendations

SAMPro Enterprise

SAMPro Enterprise by data-basics is a field service and construction management solution that offers modules such as Service Dispatching, Mobile Workforce, CRM, Analytics, Quoting, PO, Inventory and Requisitioning, Preventative Ma...Read more about SAMPro Enterprise

4.2 (18 reviews)

7 recommendations

3C Connect

3C Connect is an all-in-one HVAC business management software that allows contractors to streamline operations and increase profitability. The software contains everything contractors need to grow their HVAC business including sc...Read more about 3C Connect

5.0 (3 reviews)

7 recommendations

Skimmer

FrontRunners 2024

Skimmer is pool service software designed to help modern pool professionals. Businesses can use the mobile application to remotely manage customers, routes and work orders on a centralized platform. Email beautiful service reports...Read more about Skimmer

4.9 (152 reviews)

6 recommendations

Buyers Guide

Last Updated: March 16, 2023

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 controllocksmith, plumbing, 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

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.