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Cyber Monday: Get 50% Off for 3 Months! 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 opera...Read more
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
With Workiz, field service pros can grow their business by ditching antiquated business management methods such as pen and paper, Excel spreadsheets and Google Calendar.Workiz provides an easy-to-use platform that allows service p...Read more
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
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
ThermoGrid is a cloud-based, field service solution for small to midsize residential contractor companies. It offers an integrated suite of applications to automate day-to-day operations and streamline service management.
Service Autopilot is a cloud-based field service solution for lawn care, landscape maintenance, cleaning and snow removal organizations. The solution caters to businesses of all sizes.Service Autopilot features client and lead man...Read more
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 by 25%, improve sales, supercharge your team, and prov...Read more
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 betwee...Read more
Redlist helps companies make maintenance management work easier and more productive.
Redlist is a mobile-ready, cloud-based software-as-a-service (SaaS) platform accessible on computers and handheld devices. Redlist also includes...Read more
SingleOps is all-in-one business software for green industry businesses, including landscaping, tree care, lawn care, landscape supply and sod. The software includes features such as CRM, estimates, scheduling, work orders, timesh...Read more
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FieldEdge by Xplor is a cloud-based field service management solution for home service contractors in fields including HVAC, plumbing, electrical...Read more
Commusoft is a cloud-based workforce management solution for field service companies of all sizes including plumbers, gas and heating engineers, electricians and oil technicians. It helps users to manage customer databases, quotat...Read more
"MobiWork® prides itself as the top software solution that helps companies with technicians in the field to carry out their job efficiently without any delays but with superior logistical coordination, dispacth, GPS tracking, paym...Read more
Built on the powerful Salesforce1 Platform, Service Cloud is a robust and user-friendly customer service solution that allows companies to engage customers and deliver exemplary customer service from anywhere....Read more
Successware is a cloud-based business management solution designed for agencies in the home services industry such as HVAC, landscaping, flooring, electrical and more. Features include task assignment, capacity planning, fleet tra...Read more
iM3 SCM’s Smart Warehouse Management (smartWMS) is a cloud-based software offered to its customers as a SaaS Application. iM3 SCM helps clients reduce their implementation costs to help increase ROI and productivity.
From mul...Read more
ServSuite by ServicePro is a cloud-based enterprise software solution for pest control, lawn care, and arbor care companies. Its customized capabilities are specially designed to meet the business needs of each of these individual...Read more
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, scheduli...Read more
Quickvase is a low-code application development platform that enables organizations to unite information, people, and workflows within distribution in a single, cloud-based platform. Unlike traditional software solutions, Quickvas...Read more
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 control, locksmith, 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.
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:
SLA compliance tracking
Parts inventory 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.