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Field Service Management Software

Field Service Management software enables organizations to manage resources and communicate with employees when they are on the field. Field Service operations enhance productivity by allowing constant contact between dispatch office and offsite personnel. They improve the customer experience by giving field personnel access to service histories, mapping services, scheduling tools and to the organization's knowledge base resources. Field Service software is related to Maintenance Management software and Service Dispatch software. Find the best Field Service Management software in Canada for your organization.

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Housecall Pro is a top-rated business solution for home service professionals to streamline scheduling, dispatching, payments, & more. Learn more about Housecall Pro
Housecall Pro is a top-rated, all-in-one business solution that helps home service professionals work simpler and grow smarter. With easy-to-use digital tools for scheduling and dispatching jobs, managing payments, automating marketing efforts, and more, Housecall Pro helps Pros efficiently manage every aspect of their business all in one place. Learn more about Housecall Pro

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
BUILT & TRUSTED BY SERVICE PROS. #1 Most User-Friendly & Most Affordable Software for Local Service Companies with 1-25 employees. Learn more about Kickserv
#1 Most user-friendly & most affordable FIELD SERVICE MANAGEMENT software for local service companies with 1-25 employees. Complete job management: scheduling, leads management, estimates, running complete jobs from the field, invoices, payments & more! Fully integrated with Quickbooks. We are also one of the most proven platforms available to simplify and manage your service business. Trusted by 1000s of service businesses for over 20 years. Plans starting as low as $47/month. Learn more about Kickserv

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
ServiceTitan is the leading business software that's changing the way residential and commercial field service shops do business. Learn more about ServiceTitan
HVAC, plumbing, and electrical shops grow with ServiceTitan! Like 24 Hour Air Conditioning and Heating, which is quickly pacing toward its $1m goal. See why ServiceTitan is the leading business software that's changing the way residential and commercial field service shops do business. Learn more about ServiceTitan

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Simplified and complete solution for your estimate and jobs, dispatch, inventory, point of sale, accounting, real time tracking. Learn more about ServiceWorks
Rely on System INTELLIGENCE and apply real FIELD KNOWLEDGE. We offer the best end to end business solutions for everything you need including Schedule, Dispatch, Billing,Invoice, Route Optimization, GPS Tracking, CRM and Mobile App(works on offline mode too). With all the features you get excellent customer service for FREE. The on boarding to the site is made EASY and PAINLESS as we import all your customer and price list data. Learn more about ServiceWorks

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
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Join over 200K home service pros using Jobber. Organize your business, win more jobs, and get paid 4X faster. Get started today. Learn more about Jobber
Organize your field service business and impress your clients. Join over 200,000 home service pros using Jobber. Win more jobs and get paid 4X faster. Our software allows you to automate invoicing, schedule jobs more efficiently, give your crew the necessary job details, and track jobs from start to finish, all in one place. Get started today. Learn more about Jobber

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
CompanyCam is a field service management solution for contractors and techs to manage their projects, reports and photo documentation. Learn more about CompanyCam
CompanyCam is a field service management tool for contractors, techs and project managers to simplify their photo documentation and project collaboration. Features like photo annotation, document scanning, and photo reports help your entire team collaborate, stay organized and stay on schedule. Start your 14-day trial today, no credit card or long-term contracts required. Easily access your CompanyCam account from the web or the mobile app and never be out of the loop on job progress again. Learn more about CompanyCam

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Experience effortless quoting, scheduling, mobile tech access and payment solutions for experts, like you. Learn more about Service Fusion
Service Fusion is comprehensive Field Service Management (FSM) software trusted by over 6,000 service contractors. With over 25 years of field service experience, Service Fusion is built to improve your business operations and help you make brighter, more informed decisions so that you can run your business from anywhere. Experience more jobs, less work through effortless quoting, scheduling, mobile tech access, and payment solutions for service experts, like you. Learn more about Service Fusion

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Field service software for contractors who manage commercial and residential installation work and service maintenance agreements. Learn more about Commusoft
Efficiently grow your commercial & residential operations with Commusoft’s field service software. Win more installation quotes with maintenance service agreements and accommodate appointments by dispatching technicians in real-time. Our clients easily manage customer relationships with self-service options and reduce admin burdens by automating their most complex processes. Discover why 10,000+ electrical, HVAC, and plumbing contractors trust Commusoft to oversee all aspects of their business! Learn more about Commusoft

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Software for field service businesses to track your clients and get your marketing done. Learn more about ServiceMonster
ServiceMonster is the leading business software for field service professionals, providing an online all-in-one customer management, scheduling, and marketing solution. ServiceMonster is designed specifically for the field service industry, with the goal of helping businesses become more professional, more efficient, and more profitable. Learn more about ServiceMonster

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
All MUST HAVE features gathered in one place to run successful business in service industry. Learn more about Orcatec
Leading software for service industry, e.g. HVAC, Electrical, Plumbing, General Contracting, Carpet Cleaning, Gates, Fences, Windows, Hair and Beauty Salons. All MUST HAVE features gathered in one place to run successful business. Create and dispatch appointments. Distribute work for your team through unique system of work planning. Time Cards. Protect yourself from negative reviews with a special service. GPS tracking of employees. Route optimization. Very low credit card processing fees! Learn more about Orcatec

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Manage your entire Co with just ONE Platform: Employees, Contractors, Customers, Jobs, Equipment, Inventory, and many Integrations too! Learn more about AI Field Management
Is AI-FM Different? Easy as 1-2-3! 1) Award Winning Tech + 2) Fair Pricing + 3) 5 Star Reviews. AI-FM has won TEN 2019/20/21/22/23 Gartner Awards Pricing starts at only $9.99/user/mo. Please see our cherished Reviews, AI-FM is a true partner to our Members. Manage your Org, top to bottom via ONE Intelligent Platform: Employees, Contractors, Customers, Jobs, Equipment, Inventory. Integrations for QuickBooks, Zapier, Google/Apple/Outlook Calendar, Siri, Google Assistant, and WhatsApp Learn more about AI Field Management

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
A customized field service solution based on client's requirement and a Mobile app for field technicians Learn more about EyeOnTask
If your business provides field services, then a huge part of its success solely depends upon the success of your mobile workforce. EyeOnTask is the most affordable tool that lets you manage your clients, jobs, inventory and invoices with ease. Create quotations & convert them into jobs, ability to create multiple services & assign multiple Field worker under a single job, real-time location tracking, custom forms, custom invoicing, client stock management and transaction history. Learn more about EyeOnTask

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Visual Planning is a full-scale production scheduling platform. Sign up for a free demo! Learn more about Visual Planning
Visual Planning is a full-scale Production Scheduling platform. Configured with operations managers in mind, oversee equipment statuses, work orders, inventory & more with Visual Planning’s popular scheduling tools. Manage reports, projects, and resources across all devices for a collaborative management platform. Tailor a production scheduling solution that meets your company’s needs. Sign up for a free custom demo today! Learn more about Visual Planning

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
ServiceTrade is the software platform for commercial HVAC, mechanical, and fire contractors. Learn more about ServiceTrade
ServiceTrade is the software platform that helps commercial HVAC, mechanical, and fire contractors grow their profits. During a persistent skilled labor shortage, contractors use ServiceTrade to control the costly chaos of on-demand work and effectively deliver contract commitments. ServiceTrade streamlines service and project operations to reduce administrative costs, optimizes field performance to increase revenue per technician, and boosts sales and client retention to grow margins. Over 1,300 commercial contractors trust ServiceTrade’s 11+ years of experience to help them manage over 13 million assets and invoice over $7.5 billion in revenue annually. Learn more about ServiceTrade

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Field service management, facilities maintenance, CRM and fully-integrated accounting software solution. Learn more about SAMPro Enterprise
SAMPro Enterprise is a complete field service management software solution. It provides service, construction and facilities firms with the tools to efficiently operate your field service business and keep costs down. SAMPro also features Rules-Based Management: a technology that proactively manages routine activities and enforces a predetermined set of rules to help streamline and automate the service workflow. Learn more about SAMPro Enterprise

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
SERVTRAC manages field service processes for commercial equipment manufacturers, distributors and independent service contractors. Learn more about SERVTRAC
SERVTRAC manages field service processes for commercial equipment manufacturers, distributors and independent service contractors, including call center administration, technician scheduling and dispatch, order processing, inventory control, warranty/contract management andback-office systems integration. SERVTRAC will help improve response times, service parts availability, mean-time between failure ratios, and first call completion ratios. Learn more about SERVTRAC

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Web-based field service management and project management software with integrated scheduling and invoicing for contractors. Learn more about Dataforma
Web-based field service management software and project management with integrated scheduling, invoicing, mobile labor tracking and GPS Tracking for contractors. Dataforma combines all of your software needs into a single, integrated solution built by contractors, for contractors. Record and track every call that comes into your office to follow every job from start to finish. Continual upgrades and 24/7 customer service are included, no up-charges or hidden fees for added functionality. Learn more about Dataforma

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
UpKeep is rated the #1 mobile-first Field Service Management Software to streamline work orders, facility, and asset management. Learn more about UpKeep
UpKeep's field service management software is a modern maintenance and asset management solution for your team. From your desktop to your phone and even your tablet, UpKeep is easily accessible from anywhere at any time. Create work orders on-the-go, get notifications when tasks are updated, and receive alerts straight from your app when assets go down making your business run more efficiently than ever before. 100% Free Download and Signup. Learn more about UpKeep

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
EMPPLAN transforms entire industries by empowering people to boost services, sales and leads. Learn more about EMPPLAN
Your employees and promoters are on the road to publicize the brand new energy drink? Or are they conquering new mobile customers in the electronics store? Perhaps they are ensuring the best possible product presentation in the supermarket or generating addresses for new customer acquisition? Do they represent your customers’ products at trade fairs or festivals or distribute flyers and giveaways? Then EMPPLAN is the ideal partner to support you throughout the entire project life cycle. Learn more about EMPPLAN

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Canada Local product
Pandell Jobutrax is field ticket software used to create, approve and submit field tickets, generate timesheets, and track maintenance. Learn more about Pandell Jobutrax
Pandell Jobutrax is web-based field ticket software used to create, approve, and submit field tickets, generate timesheets, and track maintenance. It auto-builds timesheets from field tickets, manages safety & certificates, tracks equipment & inventory, auto-fills POs on tickets, captures digital forms, schedules, and dispatches. Enter data once from any device to eliminate errors and save time. Everything is trackable and available for immediate digital upload into accounting. Learn more about Pandell Jobutrax

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
The solution built for manufacturers to efficiently streamline the warranty process end-to-end & have visibility to improve operations. Learn more about InsightPro
Specifically built for manufacturers and other warranty providers to manage the overall warranty claims process efficiently from beginning to end, including field service. The system design streamlines communication, workflows and simplifies the warranty process for office staff, service techs and your customers. Close claims faster, easier, reduce costs and boost service levels. Advanced analytics and robust reporting provide visibility to manage & improve performance. For use in USA & Canada. Learn more about InsightPro

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
All-in-one field and projects software for commercial service contractors. Dispatch, workflows, quoting/invoicing, reporting + more. Learn more about BuildOps
Are you STUCK with: Residential software running a commercial business? Ancient migraine-inducing legacy construction ERPs? Any system not purpose-built for service work? Get the #1 all-in-one Field Service Management and Project Management Software for commercial service contractors. Streamline your dispatch, quoting/invoicing, service, projects, and reports. BuildOps boosts your revenue, maximizes profits, and improves communication between field and back-office! Learn more about BuildOps

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Boost your business with Ventus, the ultimate enterprise software solution for specialty service contractors. Learn more about Ventus
Take control of your specialty contracting business with Ventus by Vertical Market Software. Our fully-integrated enterprise solution is designed to streamline your operations and boost productivity. With over 16 core applications at your fingertips, managing construction, service, distribution, and accounting has never been easier. Trust Ventus to provide you with the tools and insights needed to propel your business forward. Learn more about Ventus

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Manage mobile workforces with Synchroteam field service management (FSM) software. Create your free trial in <1 minute. Live support. Learn more about Synchroteam
Manage mobile workforces efficiently, simplify business processes and optimize costs with Synchroteam field service management (FSM) software. Synchroteam features tracking, scheduling, dispatch, calendar, job management, reporting, CRM, Time tracking, invoicing and maps. Cloud-based SaaS with iOS and Android mobile apps. Integrates with Quickbooks and Zoho. Create your free trial in <1 min and get organized with our affordable, powerful and customizable field service solution. Live support. Learn more about Synchroteam

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Integrated business management solution that automates financial, customer relationship and supply chain processes.
Microsoft Dynamics is a line of integrated, adaptable business management solutions that enable your people to make important business decisions with greater confidence. Microsoft Dynamics works like and with familiar Microsoft software-easing adoption and reducing the risks inherent with implementing a new solution. These solutions automate and streamline financial, customer relationship, and supply chain processes in a way that can help you drive business success. Learn more about Dynamics 365

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management Software
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling

Field Service Management Software Buyers Guide

Introduction:

Field service management software is a form of job management software that enables organizations to manage relevant resources and communicate with employees who are operating in the field, as opposed to on company property. Field service management systems are relevant to a large number of businesses operating across a diverse range of industries, with examples of field workers including mobile care workers, gas engineers, repair workers, cable technicians, telecommunications technicians, cleaners, plumbers, and delivery drivers.

The most important elements in high-quality field service management software solutions include dispatch management, work order management and scheduling features. They also include mobile access, a contact database, alerts and notifications, service history tracking, and payment collection in the field.

A major focus of field service software is to improve the quality of communication between dispatch staff and off-site employees. In doing so, employees who are operating in the field can gain access to important information that can assist them in carrying out their roles. This can then lead to various benefits for organizations and their customers or clients, including faster response times, improved service quality, and greater levels of customer satisfaction.

Field service management software is sometimes known by other names, including field operations software, field team management software, or field force management software. It is closely related to other solutions, like service dispatch software, work order software, and maintenance management software. The use of field service management software is most common within the service industry and is especially useful for establishing the order of work priorities, reducing paperwork, and matching the right field employees to the right task.

When selecting a field service management software solution, businesses and other organizations will need to consider various factors, such as the available budget, the training level required to use the software, and the precise features offered by the different solutions on the market. Although the features of field service solutions can vary substantially, most of the best options available will include most or all of the following:

  • Allocate or assign tasks to different field staff and use real-time location tracking
  • Ensure work orders are processed efficiently and create optimized action plans
  • Provide field service employees with a schedule and create rules for task allocation
  • Manage and continually add to a searchable database containing important contact information
  • Track and explore service histories of specific customers, clients, or end-users

What is field service management software?

Field service management software is designed to assist businesses and other organizations with field operatives, field technicians, or field employees to optimize communication and manage relevant resources. Employees can be considered field workers if they carry out work away from an organization's premises, such as at a client or customer's house or at another external site. This means the software is primarily used by companies operating in the service industry, such as plumbing, electrical engineering, cleaning, and telecommunications firms.

The main purpose of field service management software is to improve the efficiency and productivity of field teams by enhancing communication, optimizing work schedules, and providing field employees with important information that can assist them with their work. It can be beneficial to both the field workers themselves and to dispatch staff, and once the benefits of field service software are fully realized, it should also benefit customers or clients too.

Canadian companies can use the software to allocate specific tasks to the most suitable employee while also providing that employee with the customer's previous service history. This then results in the right tasks being prioritized and service personnel having a better understanding of what may be needed to resolve the problem or satisfy the customer. Real-time tracking also allows dispatch staff to gain a clearer sense of the current state of play at any given time.

What are the benefits of field service management software?

The benefits of field management software are generally based on the idea of enhancing communication between dispatch and field staff. This involves providing field staff with valuable information and centralizing as much of this information as possible in a single location, which can be easily accessed by employees, regardless of whether they are based on-site or off-site. Some of the most significant benefits or advantages that Canadian SMEs and larger businesses may experience when using high-quality field service solutions are explored in greater depth below:

  • Improved productivity and efficiency: the improved communication and coordination between dispatch staff and field employees can bring about significant benefits in terms of productivity and overall efficiency. This occurs because field staff have a clearer idea of where they should be, why they should be there, and what the objective is, while dispatch staff have improved access to information and can allocate tasks to the employees that are best suited to carry them out at that particular moment. As a result, an organization can deliver field services more swiftly, with fewer delays, less confusion, and a clearer sense of purpose.
  • Greater customer satisfaction: the improvements made to productivity and efficiency have a knock-on effect on customer satisfaction levels, as those customers are able to benefit from faster response times to problems, quicker fixes, more efficient installation of equipment, or more urgent attention in general. Moreover, the access to customer service histories provided through field service management solutions can help field workers to deliver a much more bespoke or tailored experience, achieving successful value enhancement in the process. Crucially, Gartner research shows this is one of the main keys to generating long-lasting customer loyalty.
  • Real-time access to information and location data: using field service management software, it becomes possible for dispatch staff, field service staff and senior leaders within an organization to access and share important information that can assist with business operations. On top of this, the software can also provide real-time location tracking, noting precisely where field service technicians or operators are at any given time. This can be important for providing relevant information and instructions. It can also assist customer service staff in providing customers with accurate information about when they might expect an employee to arrive.
  • Automation of time-consuming processes: another significant benefit of using field service software is the ability to automate some of the more repetitive, time-consuming processes that are associated with dispatch management or field service management. As an example, many software solutions allow the allocation of field tasks to be carried out automatically, with rules for which jobs are assigned to which employee. Automating field service management processes can help free up staff to spend their time carrying out more complex tasks that actually require human involvement, allowing more work to be carried out over the course of a typical day.
  • Enhanced employee safety: the ability to track field staff's location can help improve safety procedures within an organization. Knowing where each employee is at any given time can be invaluable in the event that something goes wrong, and the ability to track individuals in real-time can help if an employee cannot be contacted for any reason. On top of this, field service management software could play a role in re-directing field service staff in emergency situations or in situations where their usual route is blocked off.
  • Prioritization of the right issues: the use of field service solutions can also help businesses and their employees prioritize the right problems at the right moment to make the most effective use of their time. Some field tasks are always going to be more urgent than others, and although many of these tasks can be carried out in chronological order, this is not always the best way to go. Through the use of software solutions, the dispatch team can look into different situations, identify customer needs, explore past interactions with that customer, decide which tasks should be handled urgently and which could wait until later, and then communicate that information to those who are actually engaged in field operations, even when they are on the move.

What are the features of field service management software?

The features of field service management software can be divided into three categories. Some are core features, which would be expected in almost all applications of this type, some common features, which will appear in many solutions, and some optional features, which may not always be present, but which can help to make different packages stand out from competitors. Of course, some features are important to some businesses, but not to others, so it is important to try to find the best solution, rather than simply opting for the option that packs in the most features. With that said, generally, most high-quality field management software solutions on the market can be expected to include the features outlined in this section:

  • Dispatch management: assign tasks to different field service management employees, and make use of real-time location tracking to monitor where those employees are, which jobs they are travelling to, whether they have arrived, and which jobs they might be able to reach next. Making effective use of the dispatch management features included in field service management software can improve the quality of communication between dispatch and field employees, and can improve efficiency in terms of travel times, and assigning the right task to the right worker so that as many jobs are completed as possible over the course of each working day.
  • Work order management: adopt a systematic approach to processing and completing work orders or work tasks. Effective work order management tools make it easier to manage the availability of relevant resources and allocate those resources to the right jobs. Additionally, work order management can help with ordering parts, prioritizing expenditure, and minimizing waiting times for customers.
  • Scheduling: create work schedules for field service employees and continually update them so that all employees know what they need to be doing and when. Additionally, many software solutions will provide automation features in this area. When these are present, it is usually possible to set up rules for which tasks are automatically assigned to which staff member and under which conditions. This can then help to reduce the overall workload for dispatch teams, and it can also limit delays between tasks for field employees.
  • Contact database: store and manage important contact information through the use of a database contained within the software package. This database can be continually added to as new contacts emerge or amended as contact information changes. In some cases, the contact database can also track previous communication with each contact, serving a similar function to customer relationship management (CRM) software.
  • Service history tracking: provide field teams with access to the service histories of customers so they can get up to speed on any long-standing issues. They can check what has been tried so far and gain a sense of how long a customer or client may have been dealing with a particular issue. This then allows those employees to provide a more tailored service to the customer and allows service workers to get to the task at hand more quickly while reducing the amount of time each customer needs to spend explaining their problem.
  • Mobile access: utilize the software from remote locations, using mobile devices. The provision of mobile accessibility is essential for employees who are out in the field. They are going to need to know where they are going, why they are going there, what they can expect when they arrive, and where they need to go after that job is complete. Generally, mobile access is achieved using a smartphone, but it may also be possible to utilize the software using a tablet, a laptop computer, or another internet-enabled device. Additionally, dispatch staff may also need to be able to access the software and make effective use of it from remote locations, including when working from home. Mobile access may also provide options for collecting payments from customers while in the field.
  • Alerts/notifications: send and receive alerts or notifications so that attention can be given to the most urgent matters. The alert system can highlight jobs that require prioritization to the dispatch team or provide guidance for field service workers on where to go next. Alternatively, some solutions allow those operating in the field to send alerts if a job takes longer than expected.

The Capterra Canadian field service management software directory allows available software solutions to be viewed and filtered based on the features they offer. This means only software solutions containing the required features and that meet other requirements can be seen.

What should be considered when purchasing field service management software?

When purchasing field service management software, it is important to ask a number of key questions in order to identify precisely what is needed and which solution would be best suited. As the available options can differ substantially, it is important to remember that the best option for one business is not always the best option for another. Asking the following questions can assist with this decision-making process:

  • How does the field service management software work? The first questions about field service management software solutions should be: how do they work in practice? To answer this, look into the core features and explore what the software can actually offer. The best field force management software for an organization is going to be the solution that has high-quality features in the areas needed, even if the software is missing certain other features contained in alternatives but which are not relevant.
  • Can the software be integrated with existing tools and processes? Another major consideration when purchasing any software is integration with existing applications, systems, tools and processes. Can the software be used in combination with CRM software or with communications software? Can data be transferred from one application to another? Does the software work with existing operating systems and devices? It is important to think about these things because if the field service management software chosen does not allow for much in the way of integration, wider changes to processes may be required, which can then increase costs.
  • How is a field service technician managed? Next, think about how field service technicians or workers are managed in a particular organization. Are they part of a large team or a small team? Do they work in the field all day or for a section of the day? Do they need updates while they are on the move, or will they return to work premises for any communication? Once processes are clear, it becomes easier to identify the most likely software solution to provide what is required.
  • What makes a successful field service desk? Generally speaking, successful field management and dispatch services rely on allocating the right tasks to the right employee and ensuring field staff can be contacted. With this in mind, it is important to prioritize software that delivers in these areas. However, within specific industries, there may be other common features associated with successful field service desks.
  • How much does the field service management software cost? It is always important to consider the cost of any new software, and a holistic approach to analyzing this may be required. The software may have upfront costs or a monthly subscription for cloud-based options, but hidden costs should also be considered. Will the user need to pay for updates? Will there need to be a significant investment in staff training? Is adopting the chosen software going to require changes to processes in other areas? Once all of these elements are considered, there will be a better understanding of which package is best suited to the available budget.
  • Is a cloud-based or on-premises solution better? The decision between Software as a Service (SaaS) solutions or on-premises solutions is important because both have pros and cons. Generally, cloud or web-based solutions offer benefits in terms of startup costs and accessibility, especially from remote locations, and this can be valuable for field service management. However, on-premise solutions are also perfectly viable, and the sense of ownership and absence of a subscription fee suits many businesses. Ultimately, this decision may come down to personal preference or which deployment options work best for a particular business model.

The most relevant field service management software trends are outlined below. It is important to keep them in mind when making a decision, as users need to be sure that they are investing in a solution that will serve them well in the immediate future and over the longer term. The most significant trends are:

  • Proactive or predictive customer service: One key trend to be aware of when searching for the ideal field service management software is the trend for more proactive or predictive analysis. Essentially, this refers to continuous monitoring and analysis of trends to anticipate problems before they happen and take steps to intervene in advance. It can also require taking steps to prevent known issues from manifesting for specific customers. Gartner research shows that proactive customer service can help to boost customer satisfaction, yet only 13 percent of customers actually report receiving support of this kind.
  • Conversational user interfaces: Smart speakers, smartphones, and voice search technology have all contributed to a rise in demand for conversational user interfaces. This trend is likely to disrupt a wide variety of software types in the years ahead and is worth keeping an eye on to avoid falling behind other field service companies in providing support for field staff to use voice commands while travelling to a job. One thing to keep in mind here is the fact that field service staff cannot utilize a text-based app while driving for safety reasons, but they may be able to ask a question and listen to a response. This means conversational user interfaces have the potential to deliver convenience and improve efficiency in this area.
  • Hybrid field service and CRM solutions: The concepts of customer relationship management and field service management are becoming increasingly blurred, especially as service businesses attempt to preempt issues. This blurring has resulted in some software solutions offering both CRM and field service management functionality. So, for instance, it may be possible for customers to book service requests, for dispatch teams to inform field staff of where they need to be and what they need to do, all using the same software package.
  • The use of artificial intelligence: Artificial intelligence is another form of technology that is disrupting many industries, and field service companies are no different. Within field service management software, AI could potentially be used to create a chatbot, which employees in the field can use to access important information quickly, even if a member of the dispatch team is not available. A chatbot could potentially access user service histories, contact information, or other customer data and almost instantly relay it to the field employee. Going further, in cases where there is CRM integration or CRM features, it may be possible for clients or customers to book their service requests using a chatbot rather than having to wait for human intervention.
  • The internet of things (IoT): In companies where field service requests are likely to be based on fixing devices or machines, the rise of the internet of things (IoT) is a crucial trend to get to grips with. This technology can potentially be used to feed real-time data to the service provider, meaning the need for maintenance work can be better understood but also anticipated in advance, without the need for customers to lead that conversation. This then ties in with the idea of delivering proactive customer support. It also means preventative maintenance work can be scheduled at the most convenient time for all parties, long before any major difficulties arise.

Sources:

The features highlighted were selected based on their relevance to field service management, along with the number of products in Capterra's directory that offer them. The following sources were used in the creation of this document:

How to Improve Customer Loyalty and Retention - Gartner (Date accessed: Sunday, September 05, 2021)

Definition of Predictive Analysis - Capterra Canada (Date accessed: Monday, October 24, 2022)

How Proactive Customer Service Will Transform Customer Experience - Gartner (Date accessed: Monday, September 06, 2021)