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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 (750 reviews)

70 recommendations

Solarvista

Solarvista™ is the world's first '2-in-1' field service management system that is built within, and provided with, 'no-code' application builder technology. It streamlines your field service operations by providing ready-made but ...Read more about Solarvista

Geo Rep

Geo Rep is designed to meet the needs of multiple industries, companies, managers & sales representatives. The Geo Rep is an all-inclusive app that empowers its users through an easy to access, admin reducing, route planning, accu...Read more about Geo Rep

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GSMtasks

GSMtasks is a fleet management solution that helps organizations plan multi-stop routes, handle business vehicles and track on-site workers. Key features include courier optimization, food delivery management, fleet analytics, tas...Read more about GSMtasks

EyeOnTask

EyeOnTask is a field service management software which is SAAS based. It helps all the service industries likes HVAC, Plumbing, Cleaning, Pest Control, CCTV, Construction to organize and manage their clients, jobs, invoices, inven...Read more about EyeOnTask

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)

20 recommendations

AI Field Management

AI-FM allows organizations to manage the entire business from end-to-end with just one platform, with tools for managing Workers, Customers, Jobs, and Assets (/w QR Code Scanning) by Geography & Time. REDUCED CONTRACTOR PRICING! ...Read more about AI Field Management

Synchroteam

Synchroteam is a cloud-based field service management and scheduling solution that caters to businesses of all sizes in field service industry that includes cleaning services, construction, electrical and HVAC. Synchroteam fe...Read more about Synchroteam

UpKeep

UpKeep is an Asset Operations Management solution that helps businesses scale by giving every Maintenance and Reliability team the tools and information they need to run Operations efficiently and effectively. From your desktop to...Read more about UpKeep

MileageWise

MileageWise is a Web Dashboard and Mobile App solution for creating IRS-Proof Mileage logs. By entering your trips to the Web Dashboard or automatically logging your miles with the Mobile App you can create IRS-Proof mileage logs ...Read more about MileageWise

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Trade Hand

TradeHand is an easy-to-use platform for relationship management (CRM), human resources (HR), and project management. Easily track all expenses, employees, and clients all in one place. Get your business organized and streamlined ...Read more about Trade Hand

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mHelpDesk

FrontRunners 2024

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 ...Read more about mHelpDesk

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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, scheduli...Read more about BiznusSoft Field Service

FieldAware

FieldAware by GPS Insight is a field service management software made specifically for businesses who have a mobile workforce and want to get organized, automated, and connected to their teams in way that simply cannot be done man...Read more about FieldAware

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ServiceMax

ServiceMax is a cloud-based field service management solution delivering an integrated suite of applications for managing employees and customers. It is suitable for growing and small-scale businesses across various industries inc...Read more about ServiceMax

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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 tech...Read more about PestPac

3.9 (231 reviews)

5 recommendations

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Kickserv

FrontRunners 2024

Kickserv is a cloud-based field service management solution that provides small businesses, tools and functionalities, which help them to manage leads, estimates, team's schedules, jobs, invoices and payments. Kickserv can be ta...Read more about Kickserv

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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 fie...Read more about WorkWave Service

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GoCanvas

GoCanvas is a cloud-based mobile business management system suitable for field service companies, including electrical, HVAC, pest control and plumbing. The solution is designed to work on any smartphone or tablet and can also be ...Read more about GoCanvas

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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 o...Read more about Visual Planning

4.6 (38 reviews)

3 recommendations

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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.