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Housecall Pro

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  170
Our advisors have recommended this product 170 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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mHelpDesk

mHelpDesk is a field service solution that helps customers automate everything from first customer contact to getting paid. This includes customer management, quoting, dispatching, invoicing, billing and reporting. mHelpDesk has multiple... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  150
Our advisors have recommended this product 150 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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Service Fusion

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:  86 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  76
Our advisors have recommended this product 76 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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WorkWave Service

WorkWave Service is a cloud-based field service solution. It offers mobile and desktop applications to connect field workers to the office to provide visibility into what’s happening in the field. The mobile applications allow field... Read More
Rating:  2 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  56
Our advisors have recommended this product 56 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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Verizon Connect Work

Verizon Connect 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... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  47
Our advisors have recommended this product 47 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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Service Cloud Field Service

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  35
Our advisors have recommended this product 35 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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FieldEdge

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  34
Our advisors have recommended this product 34 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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ServiceTitan

ServiceTitan for HVAC, plumbing and electrical home service businesses is a cloud-based field management platform that offers scheduling, dispatch, invoicing, sales, and more. The platform offers marketing ROI and conversion tracking... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  24
Our advisors have recommended this product 24 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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Mobiwork MWS

Mobiwork MWS is a suite of field service solutions that features GPS tracking, inventory management, billing and invoicing, work order management, electronic forms, scheduling and dispatch and contact management. It offers cloud-based... Read More
Rating:  2 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  21
Our advisors have recommended this product 21 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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ThermoGRID

ThermoGRID is a cloud-based, field service solution for small to midsize residential contractor companies. It offers an integrated suite of applications to help automate the day-to-day operations of the business. Before sending a... Read More
Rating:  17 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  18
Our advisors have recommended this product 18 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
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Business Size:  S M L
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PestPac

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:  89 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  14
Our advisors have recommended this product 14 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Launch27

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
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  13
Our advisors have recommended this product 13 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Wintac

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... Read More
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  12
Our advisors have recommended this product 12 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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AgileField

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:  6 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  11
Our advisors have recommended this product 11 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Visual Planning

Visual Planning is a hybrid resource management and scheduling platform that helps businesses to manage their assets and day-to-day operations. The solution can be deployed on-premise or hosted in the cloud. Visual Planning offers... Read More
Rating:  5 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  9
Our advisors have recommended this product 9 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Dataforma

Dataforma Roofing Software was originally designed for roofing contractors, but it is now utilized by other construction trades, including electrical, plumbing and HVAC. It is a web-based business management system that helps contractors... Read More
Rating:  63 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  6
Our advisors have recommended this product 6 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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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 Maintenance... Read More
Rating:  5 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  6
Our advisors have recommended this product 6 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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ServiceBox

ServiceBox is an integrated cloud solution for commercial and residential service-based companies such as plumbers, HVAC repairmen, locksmiths, cleaning services and more. Work orders and maintenance management tools allow a user... Read More
Rating:  62 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  4
Our advisors have recommended this product 4 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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BiznusSoft Field Service

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:  8 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  4
Our advisors have recommended this product 4 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Total Service

Total Service is a construction accounting and service management system designed for mechanical, HVAC and plumbing contractors working on residential and commercial projects. The system is developed for small and midsize businesses. There... Read More
Rating:  3 reviews
Price: 
Price Range is based on our extensive pricing research and represents a comparison of cost between the 151 systems on our list. The best way to get a real cost is to request a quote.
Recent recommendations:  4
Our advisors have recommended this product 4 times in the last 30 days. These recommendations are based on buyers' needs. Contact us for a free consultation.
Platforms: 
Deployments: 
Business Size:  S M L
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Buyer's Guide

,
Market Research Associate
Last Updated: July 11, 2018

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
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.

FrontRunners® for Field Service, May 2018

FrontRunners History: 

FrontRunners Vendors Defined

Take this short survey so we can help you identify the products that best fit your needs.


What Is the FrontRunners Quadrant?


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 135 Field Service products. Only those with the top scores for Usability and User Recommended made the cut as FrontRunners.

FrontRunners-Vendor-Collateral

Scores are based on reviews from real software users.

What’s the Difference Between the “Small Vendor” and “Enterprise Vendor” Views?


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.  

How Are FrontRunners Products Selected?


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.

Got It. But What if I Have More Questions?


Check Out Our Additional Resources!

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 by calling (844) 687-6771—it’s quick, free, and there’s no obligation.

For more information about FrontRunners, check out the following:

  • The “FrontRunners FAQs for Technology Providers,” linked at the top of this page, for detailed answers to commonly-asked questions. 
  •  
  • The complete FrontRunners methodology to understand the scoring.
  •  
  • For information on how to reference FrontRunners, check out the FrontRunners External Usage Guidelines. 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.