Best Field Service Management Software

Faster delivery of the product and better after-sales services have enhanced the consumer’s appetite for peerless goods and services in the last few decades. Companies have adopted various strategies to improve customer service and resolve customers’ complaints faster. More and more companies are adopting a customer-centric approach for delivering a better customer experience. Field service management has emerged as a facilitator for delivering quality service to customers and has helped field workers remain focused on their customer-centric approach. Whether the field workers are part of a large enterprise, small businesses, or working solo, field service management solves customer service-related issues. It helps field staff operate more efficiently and resolve customers’ complaints quickly.

However, most field service management approaches are quite orthodox and struggle to keep pace with modern business trends. There are still a few roadblocks that inhibit organizations from refining their service standards and building better customer relationships. Some of these include unscheduled tasks, more paperwork, late billing process, higher job redundancy, lack of coordination, inventory mismanagement, etc.  Business organizations can now opt for the best field service management software to overcome their longstanding issues with field services. But selecting the best field service management software is quite tricky, as there are abundant FSM (Field Service Management) software solutions available in the market.  The users need to analyze FSM software from various perspectives to select the best field service management software.

This buyer guide for service management software is intended to help all individuals and business owners aiming to enhance the productivity of their field staff and deliver better customer service. In this guide, users get detailed insights into the benefits, features, trends, and costs of service management software; all this information can help users buy the best service management software.

Field Service Management Software is a tool that helps organizations manage their staff and resources in the field. It also assists in organizing other activities such as task scheduling, work order management, fleet tracking, and inventory management.  Without field service management software, fieldwork could go haywire, and operational costs could be unimaginable.

Field service management solutions can be used across various industries and are applicable to a range of field services.  It can be used by large industries such as construction, events and exhibitions, the IT industry, property maintenance, and companies that have an extensive field sales team. It can be used by electricians, plumbers, security personnel, handyman services, etc. Besides that, independent contractors accountable for the fieldwork can use field service management software.

• Lack of coordination: Technicians working in the field often have to respond quickly; as such, they have to deal with unexpected situations. But a lack of coordination among team members sometimes delays the message and increases the response time. The conventional approach to field service management often lacks team coordination, which can lead to confusion and mismanagement of business processes—for instance, ordering spare parts twice for the same equipment or failing to schedule tasks for field workers.
• Poor scheduling and dispatching: Manual processes for field service management are time-consuming and often lead to conflict.  Lack of visibility into employees’ availability in the field and the tasks allocated to them could make it difficult for employers to schedule and dispatch work efficiently.
• Poor customer experience: For the success of any business organization, customer experience is the key.  Customers looking for field services expect technicians to fix their issues on their first visit, but unorganized inventory or miscommunication about the job could unnecessarily delay the work.  It not only leads to a poor customer experience but also spoils the brand's reputation.
• Inspection limitations: Regular inspection is part of field service, and managing its records, such as part replacements or any adjustments to the equipment, is essential. Since the manual inspection is noted down on paper-based forms, it is not reliable. There is always room for error and the risk of misplacing the forms.
• Unable to track completion of tasks: Certain field works are carried out in parts and are interdependent.  In this type of fieldwork, the first team has to inform the second team when the task is complete so they can carry out their work. For instance, a pest control team has to inform the floor cleaners when their work is complete and clear out all hazardous materials before the floor cleaners begin their work. But manual methods do not help track the ongoing work and have to rely on word-of-mouth for task completion.
• No standardized protocol: Field technicians’ roles are critical and sometimes involve delicate fixes. Any mistakes in dealing with such issues can be catastrophic; to avoid this, they have to follow a standardized protocol. They have to log every detail about their work, such as which technician fixed the issue, what tools were used, what time the issue was fixed, whether there was any previous work done on the issue, etc. However, with a manual approach, the intricacy of the detail is not maintained, which can sometimes be a loss.

• Enhance employees’ efficiency: Employees can access the field service management system directly from their mobile devices, allowing them to access information from anywhere.  Employees can use software to update job statuses, request equipment, and monitor inventory in real time.   
• Fleet tracking: The field service management software, fused with a fleet tracking facility, helps business owners optimize product delivery times.  With a fleet tracking system, the business owners can ensure the deliverables don’t sit idle at the production site and assist field staff in maintaining the production cycle. With efficient fleet tracking and an intelligent routing system, businesses can also save on fuel costs.
• Improves field communication: Top field service management software facilitates better coordination between team members.  Business owners or managers can manage their team well, and if there is any incident that requires their attention, they can respond quickly.  Business organizations can take proactive steps to avoid any disruptions to business processes.
• Enhance equipment life: Field service management tools can also help extend equipment life. It can monitor the equipment condition through IoT sensors and raise alarms for concerning outcomes.  It can minimize downtime by informing the technicians or field workers about equipment replacement or maintenance.
• Eliminate paper-based services: Field service business management software takes away a lot of the burden of managing paperwork and documenting work orders.  The on-field workers can view job status online and update all the necessary information in the software itself.  There is no need to file the documents for equipment maintenance or for ordering new spare parts for the equipment.  The field service management system has simplified many administrative tasks that involve a lot of paperwork.
• Overcome skill shortages: The best field service management software enables business owners to reduce skill shortages by building a network of service experts and contractors.  It helps users expand the geographical reach and select technicians based on skills, location, need, and availability.    
• Faster billing process: There is no need for technicians to return to the organization or service center to complete the administrative work required to process the billing.  With top field service management software, technicians can complete all administrative work right through the software interface.  They can generate an invoice through the software and send it to the customers. It helps them to reduce the billing time.

It is difficult to justify the potential of field service management software with few benefits; there are numerous things users can perform with field service management tools, and to discover more about its endless applications, there is no better way than to go through the essential features of field service management software.

• Field job management
• Push notifications
• Purchase order management
• Fleet tracking and management
• Mass mailing and text messages
• Contact management
• Inventory management
• Live dashboard and analytics
• Invoicing and payment
• Mobile app (online and offline support)
• Team management
• Lead tracking
• Schedule and dispatch
• Real-time client notifications
• Live location tracking
• Conflict detection
• Data import and export

While selecting the best field service management software for the business, users have to choose between these two types of software: standalone or integrated enterprise software.  Both these software types have their advantages, and it largely depends on the user’s preferences.

• Standalone field service management software: Agile in nature and has lower implementation costs.  Specifically, the standalone field service management software covers almost all features that field service technicians may require.  Multiple updates are added throughout the year to keep field technicians up to date on the latest technologies. Usually, the standalone field service management solutions have faster implementation time and lesser training requirements.
• Integrated field service management software: Most integrated field service management software comes bundled with ERP enterprise software.  The integrated solution encompasses a range of software used by an organization and accessed via a common launchpad.  The integrated field service management solution can be ideal for companies that want to get rid of multiple software management systems and reduce operational costs.  With integrated field service management software, it is easy to exchange data among various departments and gather data for analytics. However, upgrading the integrated system can be challenging in terms of standalone software, as well as requiring users to go through extensive training programs.

Whether users are opting for standalone software or an integrated enterprise system, there are a few things that are necessary for filtering the top field service management software.

• Pricing: Knowing the cost is the most important step when deciding on the top field service management software.  The field service management software vendors follow various pricing models, and it is essential for users to identify the software that suits their budget and requirements.  The field service management solutions come as a standalone solution or as an integrated system with ERP tools.  Both these variants have different price structures, and the choice largely depends on the individual’s preference.  Users should be cautious about hidden charges, such as installation costs or training fees.  It is always a good practice to ask field service management software companies about the hidden costs before buying their software.   
• User-friendly interface: Seamless field service operations are possible only with a user-friendly interface for the field service management tool. It can reduce conflicts among team members and resolve issues quickly. Field service business management software with a user-friendly interface generally has a high adoption rate.
• Mobile support: Mobile devices have changed the definition of remote working, usually interpreted as time-consuming and unreliable.  Mobile devices have made it possible to enhance customer service and execute fieldwork in an organized manner.  The top field service management software should support mobile devices and allow third-party app integration necessary to optimize the efficiency of field technicians.
• Customization: Some field service management software companies offer a range of features for fieldwork but lack features that can target specific business domains.  In such scenarios, the customization option could prove very handy.    
• Customer support: Field service management software could be easy to use, but to take maximum advantage of the tool, users should have access to robust customer support.
• Scalable: Field service management software should be scalable to meet growing business needs and support new business operations without any difficulties.  Scalable field service management software helps to cut costs on buying new software and saves time on training employees.

Yes, field service management software is effective for small businesses.

Small and large business firms both follow some common business practices that help them keep their business on track, such as reducing business expenses, improving customer service, and maintaining workflow consistency. But there is one specific area that concerns small businesses more than large enterprises: limited resources. One of the biggest challenges small businesses face in operating is limited resources, especially when managing fieldwork.  The only way to fill this void is by selecting the best field service management software solutions.

By implementing field service management software, they can enhance their efficiency and get better control of their field service work. Field service management software can help overcome small businesses’ limitations and track field service tasks more accurately. Customers’ expectations for rapid service can be met through field service management software, which serves them with the latest technologies. 

The choice of field service management software for small businesses could vary based on the budget and users’ requirements. However, field service management software companies offer flexible plans for small businesses that enable them to take advantage of top field service management software at affordable prices and conduct their business systematically.  There are also cloud-based field service management software solutions that further help small businesses to reduce the costs of software setup and maintenance.

• AR and VR: Augmented reality and virtual reality technologies can make a huge difference in field service management.  It can save technicians a lot of time in analyzing and fixing equipment issues.  The digital visualization can give accurate information about the fault and magnify the error on a high-resolution screen.  Technicians can assemble or disassemble parts through AR and VR self-learning videos. Besides that, they can even use technology to train the staff virtually. 
• Predictive Maintenance and Wearables: Technology has equipped field service technicians to increase their speed in identifying equipment faults and monitoring risk factors that can bring business operations down.  Predictive maintenance could be very effective in preventing potential threats before it becomes critical and uncontrollable. Predictive maintenance is getting better with new technologies, and experts are positive about its role in improving field services.
• Quicker response time: Most customers demand quicker response times, and there is only one way to achieve this: through technologies like automation and cloud computing. Field service technicians can automate field service tasks such as scheduling jobs or managing inventory through field service management software. It helps them save time on manual tasks and use that time to solve core issues.  Along with automation, cloud technology can accelerate technicians' work by enabling them to access important data from anywhere.  It can facilitate coordinating all field-related activities in real time, such as dispatching equipment, scheduling tasks, fleet tracking, product stock management, and managing work orders.
• Customized field service software solutions: Certain industries require field service software features specific to their domain, and customization can be a great help.

The average cost of field service management software is around $19.99/month- $249/month or more. The installation charge could be an additional cost for the software that users can consider. Field service management software vendors offer different pricing, and the price of the software mostly varies based on the number of users and software features.

• Field service management software for startups and small-scale businesses: Startups and small-scale businesses thriving on a limited budget usually prefer field service management software that meets their business requirements at a lower cost. ManageMart offers all field service management features for $19.99/month and is one of the finest field service management software options for small businesses and startups. The application also provides features for billing, invoicing, and accounting, which give small businesses or startups better control of their finance. One more field service management tool that is known for its affordable price is Field Harmony. It offers its services for $18/month. Both of these tools offer a free trial. Other field service business management software for small businesses and startups includes maintenance.io, NewWayService, and Servu.
• Field service management software for mid-size and large enterprises: Mid-size and large business enterprises that are managing field workers around 25-100 or more can choose field service business management software with enhanced features. Housecall Pro costs $49/month and is known as the best field service management software for mid-size and large businesses.  Besides rich features, the software provides flexibility to select add-ons such as a website builder and a sales proposal tool.  Users can also consider Field Promax as their field service business management software, starting at $49/month.  The tool is customizable and scalable.  Both of these tools offer a free trial. Other tools that qualify as Field service management software for mid-size and large enterprises include Shinebox and RazorSync.  In case users are keen on advanced features such as smart filters and live support, they can choose premium field service management tools such as Kickserv for $99/month. There is a list of high-end field service management solutions that can help businesses meet their specific needs, including Lystloc, Accelerator CC, and Workiz. 
• Free and open-source field service management software: Free and open-source field service management software gives business owners the flexibility to configure the software as per their business needs.  On top of that, the low software pricing makes it more suitable for startups and small businesses.

Goodfirms offers a one-stop solution for all IT-related products.  The platform has been listing software for almost all industries and sectors. Goodfirms' expert team follows a rigorous review system to ensure that customers have access to the best software within their budget. Customers can compare software products on different parameters such as price, features, and services.

Field service management software allows organizations to stay more vigilant about field resources, including field staff. It helps field workers to coordinate better and enhance their efficiency. If you are planning to harness the power of field service management software and deliver a unique customer experience, then do not miss the list of top field service management software sorted by the Goodfirms expert team.