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Dataforma
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 cont...Read more about Dataforma
Service Pro
Service Pro
With MSI Data’s Service Pro, field service companies can grow their business by replacing manual processes with an all-in-one, cloud-based field service management software power tool. Service Pro is purpose-built for companies th...Read more about Service Pro
FORM OpX
FORM OpX
FORM OpX is a field service solution that provides tools that aim to optimize the workflow involved in traditional field service operations. Based on a variety of responses, the system triggers events that are situationally approp...Read more about FORM OpX
Smart Service
Smart Service
The Smart Service mobile app syncs with QuickBooks, allowing users to create and manage customer accounts, schedules, and invoices. In addition, the mobile Smart Service system expands QuickBooks with work order management, routi...Read more about Smart Service
BigWave
BigWave
BigWave is cloud-based customer relationship management (CRM) solution for maintenance and field service project teams struggling to manage daily operations with manual procedures and spreadsheets. The software is mobile compatibl...Read more about BigWave
Jobber
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
mHelpDesk
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 ...Read more about mHelpDesk
BiznusSoft Field Service
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
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
ServiceMax
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
PestPac
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
Kickserv
Kickserv
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
WorkWave Service
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
GoCanvas
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
Visual Planning
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
IFS Field Service Management
IFS Field Service Management
IFS Field Service Management (FSM) offers tools that cover the entire service lifecycle. The solution is available on-premise or in the cloud, and it can be configured to meet the needs of organizations in a number of field servic...Read more about IFS Field Service Management
ServicePower
ServicePower
ServicePower is an on-premise and cloud-based field Service solution. It’s suitable for businesses of all sizes and across different industry verticals such as HVAC, IT, transportation, service and more. Key features include work ...Read more about ServicePower
Astea Alliance
Astea Alliance
Astea Alliance Enterprise is an end-to-end field service management (FSM) and mobility platform that provides large and enterprise service companies with functionality to support the full service lifecycle, from the initial custom...Read more about Astea Alliance
VServiceManagement
VServiceManagement
VServiceManagement by Vertical Solutions Incorporated manages field service delivery for mid-sized and large companies. It features contact center, entitlements, knowledge, dispatch, scheduling, mobility, inventory and social coll...Read more about VServiceManagement
SAMPro Enterprise
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
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Buyers Guide
Last Updated: March 16, 2023If you work for a field service company, you know how important it is to getting the right technician to do the right repairs for the right customer; and to complete the work order all in a reasonable amount of time. Successfully coordinating all these moving parts can be very challenging to accomplish, especially if you’re using manual methods—which is where service work order software comes in.
Adopting and integrating service work order software into your day to day operations can help streamline and automate previously tedious manual processes, both the field and the back office. Such automation leads to greater efficiency, and also enables you and your employees to spend more time focused on providing better customer service.
With all the software options on the market, however, it can be tough to know where to start when researching these service work order systems for the first time. In this guide, we’ll cover:
What Is Service Work Order Software?
Common Functionality of Service Work Order Software
What Is Service Work Order Software?
Service work order software is a part of the field service software category; it's designed to help manage work orders sent to technicians and increase back office organization of work order history. Additionally, service work order software helps back-office staff respond to customer requests quickly, manage repairs and inventory across the service network and run reports to get valuable insight on service operations. It can also help easily identify the right technician for the job and dispatch them quickly.
Service work order capabilities are the core component of formal field service management (FSM) systems. These systems are at the epicenter of most all successful service businesses, both at the enterprise and small business level. At a high level, these FSM systems offer three core functionalities (aside from common reporting and accounting/financial capabilities and integrations):
Document management: Keep track of work orders, service contracts, and other valuable documents.
Customer relationship management: Manage customer job histories. Automate marketing functions such as emails reminders for monthly, yearly service.
Telematics: Monitor mobile assets in the field, including trucks, tools/equipment, and employees. Optimize routes based on real-time traffic reports. Identify misuse of company assets.
What’s more, systems with mobile access allow technicians to get all the information they need to complete work accurately and on time while in the field. These systems also update customer and repair data, service histories and inventory levels automatically, so technicians don’t have to re-enter information when they get back to the office. This saves time and reduces the potential for human error.
Many service work order systems offer customer self-service functionality. This can streamline the work order submission and creation process even further, and provides the opportunity for customers to leave valuable feedback about the service they receive. It also offers access to real-time information for customers who need answers quickly or after hours.
Common Functionality of Service Work Order Software
The table below lists capabilities common to most service work order software systems:
Work order generation | Allows users to create work orders based on customer service requests. Some systems can create work orders automatically from requests submitted via email, Web form or self-service portal. |
Scheduling and dispatch | Assigns technicians to jobs, either manually by dispatchers or automatically, based on location, availability and skill set. Many systems send automatic notifications to technicians via email, phone or in-app alerts, along with relevant work orders. |
Inventory management | Automatically updates inventory based on what items technicians use in the field. May include automatic alerts when parts need to be reordered. |
Invoice generation | Lets technicians generate invoices from completed work orders, add parts and inventory items used and send invoices to customers electronically for them to approve or reject (and explain why). |
Mobile functionality | Allows technicians to receive real-time alerts and notifications for upcoming or past-due work orders. This includes the ability to view customer and job information, service history for the customer or location, update inventory with parts used, view photos or schematics, generate invoices, capture customer signatures and more from anywhere in the field. Some systems offer native mobile apps for smartphones and tablets. |
Service contract management | Helps users create quotes and contracts for customers, which can include installment invoicing terms. Some systems can automatically schedule customer payments. |
Self-service portal | Lets customers and other stakeholders log in any time, from anywhere, to access scheduling and repair information, place service requests and communicate with your company. |
Reporting and analytics | Allows users to run reports to gain deeper insight into service operations and technician performance. |
Important Considerations
Keep the following considerations in mind as you search for the right service work order software for your business:
Integrations with other software systems. Make sure the system you choose can integrate with other software your company uses, such as accounting, customer relationship management or enterprise resource planning systems. Solutions that support integration out-of-the-box will be easier to implement than those that require customization.
GPS capabilities. Some systems come with GPS capabilities that are able to locate and monitor technicians on the map and provide turn-by-turn directions to service locations. This technology can also help keep technicians accountable while in the field. Consider a GPS-enabled system if you frequently send technicians to unfamiliar locations, and/or if you want to keep closer tabs on field service workers.
Preventive maintenance functionality. Some service work order systems offer tools that support preventive maintenance. These include automatic work order scheduling and dispatch for key assets showing signs of potential failure. Look for systems with this type of functionality if you want to implement a preventive maintenance strategy at your organization.
Mobile payment processing. Some service businesses are taking advantage of the affordability and ease-of-use of today’s mobile payment processor. Service organizations are using platforms like Square to collect payments at the point of service. This greatly expedites the invoicing process and gets money into service companies’ accounts much faster.