160 systems found
Finding software can be overwhelming. We've helped thousands of service businesses choose the right field service software so they can improve scheduling accuracy and manage field reps.
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.
Here’s what we’ll cover:
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:
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.
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.
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.
|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.
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.
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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A Graphic of the Top-Rated Field Service Products
FrontRunners uses real reviews from real software users to highlight the top software products for North American small businesses.
Our goal is to help small businesses to make more informed decisions about what software is right for them. That’s why we engineered FrontRunners.
To create this report, we evaluated over 167 Field Service products. Only those with the top scores for Usability and User Recommended made the cut as FrontRunners.
Scores are based on reviews from real software users.
The Different Graphics Show Different Sizes of Vendors
Small and Enterprise refer to the size of the software vendor company—not necessarily the size of customers they serve.
We break vendors into two groups for two reasons: It’s a more equal comparison of products, and software buyers have told us it’s helpful.
To determine who’s Small and who’s Enterprise, we look at how many employees the vendors have. All products in FrontRunners, whether Enterprise or Small, are evaluated using the same process.
Each graphic shows the top 10-15 performers for each the Enterprise and Small vendor categories. You can switch views simply by clicking on the version you’d like to see (above the graphic). You can read more in the full FrontRunners methodology here.
Products Are Scored Based on User Reviews
The gist is that products are scored in two areas—Usability and User Recommended—based on actual user ratings.
To be considered at all, products must have at least 20 reviews published within the previous 18 months, and meet minimum user rating scores. They also have to offer a core set of functionality—for example, billing and invoicing capabilities are a must, along with scheduling and dispatching, work order management and customer management.
From there, user reviews dictate the Usability and User Recommended scores. Usability is plotted on the x-axis and User Recommended on the y-axis.
You can download the full FrontRunners for Field Service Software report here. It contains a table showing the scores of each product in the Frontrunners report.
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For more information about FrontRunners, check out the following:
FrontRunners constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Software Advice or its affiliates.