The Best Field Service Management Software Is All About Enhancing Customer Satisfaction and Improving Workforce Utilization
By Olivia Edens, Technical Content Writer at SelectHub
Equipment failure, poor communication and unprepared technicians all lead to service delays and bad customer reviews. Set your team up for success with field service management software, from scheduling and dispatching to optimizing routes, FSM tools minimize delays and lead to greater customer satisfaction.
Looking for a way to improve your service delivery quality or build better customer relationships? Choosing a field service management solution is the right move for you. In this buyer’s guide, we’ll go over what field service management software is, its primary benefits and features and how to pick the best fit.
Executive Summary
- Field service management software (FSM) efficiently streamlines industry professionals' field service tasks, enhancing service delivery, ensuring proactive inventory management and boosting customer retention rates.
- FSM software helps businesses save money, improve customer experiences, boost efficiency and establish better visibility.
- It offers features including job scheduling, work order management, invoicing and payments, warranty and contract management and asset tracking.
- Emerging trends include (IoT) integration, AI and predictive analytics, augmented reality (AR) and virtual reality (VR) for training, self-service tools for customers, chatbots and AI-powered virtual assistants and digital twins.
- Before fully committing to a purchase, ask questions internally and to vendors.
What Is Field Service Management Software?
Field service management software (FSM) is a comprehensive solution for streamlining field service tasks. It’s pivotal in improving service delivery, ensuring compliance with regulations and bolstering customer retention rates.
At its core, FSM software automates key processes like scheduling, managing inventory and dispatching. One of its standout features is its ability to provide real-time customer updates about the status of their service and arrival time.
Deployment Methods
Which deployment method fits your field service management needs the best? Check out the three types of deployment options below to find out!
Cloud-Based
Cloud-based deployment stores and processes data on public or private remote servers that are accessible online.
Benefits:
- Better accessibility and real-time updates (ideal for businesses with dispersed teams).
- Reduces upfront costs by eliminating extensive IT infrastructure.
- The service provider handles maintenance and upgrades.
- Scalable, helping businesses adjust resources to meet changing needs.
Limitations:
- If the Internet connection goes out, it disrupts access to data and services.
- Businesses may have concerns about relinquishing direct control of sensitive data.
On-Premise
On-premise solutions are installed and managed within a company's infrastructure, meaning all data stays on servers located within the company's office.
Benefits:
- Customizable system to meet unique requirements.
- Better security and data control with all sensitive information remaining on-site.
- Less dependency on the Internet connectivity compared to Cloud-based.
Limitations:
- Higher upfront and maintenance costs compared to other deployment methods.
- Requires continuous maintenance by an in-house IT team of personnel.
- Scaling the system is resource-intensive, which may be challenging.
Hybrid
Hybrid deployment blends on-premise and cloud-based strategies. It offers the flexibility to combine and customize features from both models, providing a tailored solution.
Benefits:
- Provides control
- Scalability
- Cost-effective
Limitations:
- Requires IT team to manage integration and consistent upkeep of both on-premise and cloud components.
- Integration is more complex due to synchronizing data and workflows between two different environments, leading to potential issues like data inconsistencies.
- Requires a meticulous approach to protect sensitive information, especially during data transfer between on-premise and cloud components.
How does hybrid deployment manage customer data?
The system stores sensitive customer information and data on-premise, while larger datasets containing less sensitive information stay in the cloud.
Primary Benefits
Understanding the benefits of FSM software is critical for harnessing its full potential. Check out the benefits below!
Save Money
Scheduling technicians based on availability and location minimizes travel time, fuel costs and vehicle wear and tear. Automated preventive maintenance reduces the likelihood of expensive breakdowns. Digitizing work orders and invoices eliminates paper, printing and manual data entry costs. Automated invoices ensure accuracy, mitigating the risk of costly billing errors and disputes.
Improve Customer Experience
Keep customers in the loop instead of waiting around with advanced routing and navigation features for clearer arrival time estimates. Empower customers to schedule their service and monitor progress through portals and apps. Ensure technicians are well-equipped with essential information, tools and parts to boost first-time fix rates.
Boost Efficiency
Streamline operations with AI and automation tools, like chatbots, for answering frequently asked customer questions. AI also predicts equipment failures and suggests preventive maintenance, optimizes routes by analyzing traffic and weather conditions and anticipates future inventory demands using historical data.
Establish Better Visibility
Get better visibility by offering real-time updates on work orders and tasks. Track task progress and estimate completion times. Reporting and analytics features establish key performance indicators (KPIs) that provide valuable insights into field operations, helping detect and correct bottlenecks.
Enhance Compliance
Field service management software equips you with tools to promote a safer work environment, like customizable safety checklists. Automated alerts and notifications ensure field technicians remain informed about safety procedures, upcoming inspections and compliance requirements. Track employee training and certifications, view service histories for audit trails and assess compliance levels with detailed reports.
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Implementation Goals
Use the following as a guide to align clear goals with key objectives propelling you toward a successful implementation.
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Goal 1
Automate Workforce Management
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To streamline workforce management, a dedicated service team is essential for overseeing customer demands. A proficient workforce management system plays a key role in eliminating idle time and ensuring optimal resource allocation.
Facilitate this through service management software, which automates task scheduling by considering field staff’s skills, availability, and geographic location of field staff, skills, availability and geographic location.
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Goal 2
Streamline Inventory Management
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Empowering users to monitor and control inventory levels, order parts and stock records. Incorporating real-time inventory updates and automated reordering simplifies the overall process of managing inventory and the supply chain.
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Goal 3
Better Coordination With Mobile Accessibility
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Allowing remote entry of information, improving communication and coordination. Field workers can retrieve job details, customer data and inventory information anytime, anywhere. This functionality reduces office visits and speeds up service delivery.
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Goal 4
Improve Field Staff Productivity
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Equipping field service teams with tools that enhance their task performance, optimize routes and provide real-time access to work orders, customer information and inventory data.
Contribute to heightened staff productivity, minimize downtime and increase work completion rates.
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Goal 5
Enhance Customer Experience
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Improving the customer experience involves refining interactions and efficiently meeting their needs. By tracking customer history, feedback, and preferences, businesses provide personalized services, address complaints promptly and enhance customer loyalty.
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Field Service Software Report
Expert recommendations and analysis on the top Field Service Software
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Basic Features & Functionality
Field service management software offers a range of features and functionalities to enhance service deliveries and customer service. Check out the basic features below:
Service management software has several features and functionalities to streamline service delivery. Key features include:
| Contact Management |
Centralize customer information. Maintain detailed customer profiles, including contact information, service history, preferences and any special requirements.
Search and filter contacts based on various criteria. Record and track communication history for future reference.
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| Work Order Management |
Ensure service requests flow smoothly by creating, assigning and tracking work orders.
Manage all work-related tasks through a centralized platform, promoting transparency.
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| Job Scheduling |
Optimize resource allocation and manage complex scenarios seamlessly through automated scheduling.
This system enhances resource utilization by taking into account multiple shifts, geographic constraints, and diverse skill levels.
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| Dispatch Management and Routing |
Optimize response time and minimize cost with field service dispatch software that provides the best routes.
Assign, schedule and monitor field service tasks, track service technicians in real-time and assign jobs to field technicians based on experience, skill set, availability and location.
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| Job Documentation |
Manage a comprehensive record of all job-related activities and capture important details like work performance, parts and completion time.
Document all vital information for future reference, quality assurance and training.
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| Invoicing and Billing History |
Automate invoices based on completed jobs, service contracts or predefined billing structures. Include specific details like labor costs and travel expenses.
Maintain billing history, providing easier access to past invoices, payment records and outstanding balances and facilitate secure online payments.
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| Mobile Accessibility |
Access information, including work orders, inventory data and customer information, from wherever and whenever with a field service management app.
Get real-time on-site job updates, invoice generation and payment collection at your fingertips.
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| Integrations |
Integration allows field service scheduling software to connect with other essential business systems, including:
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Advanced Features & Functionality
Service management software is highly scalable with advanced functionalities to meet diverse business requirements. Check out the advanced features below.
| Inventory Management and Asset Tracking |
Get real-time visibility into inventory levels and track assets across different locations, from the warehouse to the job site.
Ensure optimal stock levels and equipment condition through preventive maintenance scheduling, increase operational efficiency and reduce downtime and costs.
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| Repair and Maintenance Scheduling |
Proactively maintain equipment performance by scheduling regular preventative maintenance tasks, helping avoid costly repairs and unexpected breakdowns.
Enhance equipment longevity with automated reminders for maintenance activities and maintain a record of all maintenance tasks for future planning.
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| Warranty and Contract Management |
Oversee warranty and contract documents, including warranty periods, inclusions, exceptions, and contract terms.
Centralize storage and manage access to relevant parties.
Establish a redressal code of conduct for contracts to ensure compliance and prevent conflicts. Receive alerts for timely contract renewals to maintain long-term coverage and foster customer relationships.
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| Client Portal |
Let customers submit service requests, choose time slots, access service history and make online payments.
Client portals boost transparency, increasing customer satisfaction and retention rates while reducing the administrative workload on back-office staff.
The customer self-service software market projects a CAGR of 20.94% from 2023 to 2028 due to the rising demand for self-help portals.
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| Advanced Reporting and Analytics |
Gather critical insights into business operations by tracking key performance indicators (KPIs) and analyzing trends over time for accurate forecasting and avoiding unforeseen issues.
Get real-time information, trends, patterns and forecasts for data-driven decision-making. Strategize, identify hurdles, discover improvements and measure the impact on overall growth.
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Field Service Software Report
Expert recommendations and analysis on the top Field Service Software
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Current & Upcoming Trends
The trick to staying ahead is staying adaptable and keeping up with the latest trends for long-term success. Ready to roll with the punches in a changing market? Check out the top trends in field service management below.
In 2023, the global field service management software market is expected to reach $7 billion in value by 2027, showing a compound annual growth rate (CAGR) of 13.7%.
Integration of IoT Devices
Field service management software is evolving as it Integrates IoT-enabled devices. These devices connect different machines and equipment over the internet, allowing the software to collect real-time data. For example, smart sensors on equipment or GPS devices on company vehicles.
IoT devices detect malfunctions and predict wear-and-tear, notifying maintenance teams to minimize downtime, extend equipment lifespan and enable faster diagnosis and resolutions.
On the subject of what exactly is the Internet of Things, Business News Daily explains:
Over the past decade, and especially in the last few years, the IoT has become one of the most crucial tools of modern technology. Devices connected in a low-cost, analytical manner provide us with more accessible technology and more data to evolve the tech space and smart office than we could have ever previously imagined. The IoT allows for seamless communication between people, processes and things."
Analysts expect the global IoT device market to reach a market size of $413.7 billion by 2031, showing a CAGR of 18.6% during the forecast period.
Predictive Analytics and Maintenance
Fortune cookies and Magic 8 Balls can't predict issues — that’s where predictive analytics and maintenance come in.
Predictive analytics optimize scheduling by considering historical service data like travel times. Preventive maintenance analyzes historical data to predict when a piece of equipment is likely to fail, helping plan maintenance ahead of time with automatic alerts.
In manufacturing, predictive maintenance prevents downtime from machine failures. Global Trade Magazine explains:
Traditional maintenance methods, though tried and tested, often lead to either unnecessary maintenance or unexpected breakdowns. Predictive maintenance, by contrast, offers a more efficient approach by monitoring the condition of equipment in real-time and predicting future maintenance needs."
Predictive analytics adoption will rapidly increase over the next decade, with the global market projected to reach $8.35 billion by 2030.
Augmented Reality (AR) and Virtual Reality (VR)
Augmented reality is a game changer for field service management, offering virtual training and remote support. For instance, technicians use AR to superimpose digital information on real-world scenarios for complex repair and maintenance tasks.
VR immersive training provides technicians with hands-on practice in simulated scenarios, offering practical experience in a controlled environment without real-world hazards and liabilities.
Field Technologies Online expands on AR and VR, writing:
These technologies transform training, replacing hefty manuals with immersive virtual worlds. Technicians can access repair guides or 3D models overlayed onto actual equipment, speeding up troubleshooting and resolution times – a win for your business and customers."
As the industry evolves, experts expect by 2031, the global AR/VR market will reach $856.2 billion.
Self-Service Tools for Customers
According to PwC, 43% of customers are willing to pay more for greater convenience.
As we move into 2024, self-service tools are gaining momentum, changing how businesses engage with their clients. The modern world revolves around instant solutions. Self-service tools enable customers to troubleshoot common issues independently with access to knowledge bases, FAQs and step-by-step guides.
Give your customers more convenience with access to support and service information on their smartphones and tablets. Mobile apps and customer portals let customers interact with field service software anytime, anywhere, enhancing responsiveness.
Chatbots and AI-Powered Virtual Assistants
Leveraging artificial intelligence with chatbots and AI-powered virtual assistants is changing the face of customer service. Chatbots provide round-the-clock support, addressing questions, issues and complaints.
AI-driven virtual assistants are evolving to exhibit greater sophistication in understanding customer inquiries. These advanced tools can provide personalized recommendations and guide users through common processes. Chatbots and virtual assistants automate routine tasks like scheduling, routing and providing customer status updates.
So, how do chatbots get their voices? A recent Forbes article explains:
If chatbots are superheroes, natural language processing (NLP) is their superpower. NLP is all about helping computers understand, interpret and generate human language in a meaningful way. Imagine being able to teach your computer to read between the lines, deciphering not just the words that customers use but also the sentiment and intention behind them. The result? A consistently empathetic and effective support experience where customers feel truly understood and valued. NLP is the bridge between human and AI communication, making it an essential ingredient in the quest for outstanding customer support."
With the increasing adoption rate of conversational user interfaces across industries, the chatbot market is expected to grow at a compound annual growth rate (CAGR) of 23.3% from 2023 to 2030.
Digital Twins
Digital twins are digital simulations of physical assets or situations. Sounds super futuristic, right? In a nutshell, they help identify potential problems and plan solutions.
By collecting data from the physical asset in real-time, digital twins offer insights into performance. For instance, in manufacturing, a digital twin of a production line helps predict equipment failures and plan maintenance schedules.
On top of identifying issues and preparing resolutions, What impact can digital twins have on an organization's sustainability? According to a recent McKinsey article:
Product digital twins can be particularly helpful in improving sustainability efforts. These digital twins can help organizations reduce the material used in a product’s design, as well as improve the traceability of a product to reduce environmental waste. Consumer electronics manufacturers have made significant improvements to sustainability by using digital twins, reducing scrap waste by roughly 20 percent."
Industry reports anticipate a 37.5% CAGR for the global digital twin market from 2023 to 2030.
Field Service Software Report
Expert recommendations and analysis on the top Field Service Software
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Software Comparison Strategy
Use these steps to conduct your software comparison.
1. Define Your Requirements
Identify key features and functionalities crucial for your field service needs like scheduling, dispatching, mobile accessibility, reporting and integration capabilities.
Quick Tip: Use our free software requirements checklist when comparing and selecting service management software.
2. Consider Your Budget
Establish a realistic budget for acquiring and implementing new software. Include costs for licensing, training, implementation, and potential customization.
3. Research Solutions
Check industry reviews and ask colleagues for recommendations to gauge the performance of each solution.
- Compare training programs.
- Check user reviews on customer support responsiveness.
- Scope out compliance measures to ensure your sensitive customer and business data is protected.
- Consider scalability and how the software can adapt to changing business needs.
4. Request Demos
Reach out to shortlisted vendors and request live demonstrations. Demos help you evaluate user interfaces, ease of use and how well the software addresses your specific needs.
5. Evaluate Integration Capabilities
Check the software's ability to integrate with existing systems, like CRM and ERP.
6. Evaluate Total Cost of Ownership (TCO)
Consider not only the upfront costs but also ongoing expenses such as maintenance, updates and support.
7. Prep for Implementation
Develop an implementation plan and ensure adequate training for all users.
8. Monitor Performance
Review the software's performance and gather feedback from users.
Cost & Pricing Considerations
Field management software costs depend on your specific business requirements. Vendors offer pricing models based on the number of users, service order volume, features and support packages. With different business demands, some vendors create customized quotes based on your RFP (request for proposal).
Consider these common pricing factors:
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Subscription/License: Depending on the deployment type, you may have to pay monthly or annual fees or a one-time license fee to access the solution and its capabilities.
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Setup: Some providers charge for setup, installation, and data migration, especially for on-premise solutions.
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Training and Support: Vendors have a range of price packages for onboarding, training and user support.
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Maintenance and Upgrades: Software updates sometimes cost an extra fee. For on-premise solutions, server maintenance also incurs additional charges.
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Integrations: Setting up integrations with various existing business systems comes at an additional price.
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Number of Users: Many vendors charge for the number of users needing software access.
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Customizations: Customizations or additional features come at an extra configuration and development cost.
While evaluating field service cost and price, consult the vendor for a detailed quote to find a service management software that meets your requirements and budget criteria. For added support during your search, check out our free pricing guide to determine which software fits your budget.
Price Guide for Field Service Software
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Questions To Ask Yourself
As a starting point for internal conversations, ask yourself:
- What current challenges am I facing that new service management software will help solve?
- What features do I need the most?
- Which deployment method works best for me and my team?
- What’s my budget?
- What are my current services and serviceable locations? Will this solution support my business if I need to expand further?
- Can the platform support the current number of technicians and customers I have? How many employees will use the software?
- Will my employees need training to use the software?
- What is my monthly/annual service order volume? Will using this software better fulfill service requests with my current operational strategies?
Questions To Ask Vendors
Use these questions for initiating discussions with vendors:
About the Software
- Can your solution support the size of my operations?
- How secure is your cloud solution, if available, including access controls, data encryption, and secure logins?
- What is the user adoption rate? How steep is the program’s learning curve?
- What are the mobility options? For remote locations, how would routing work?
- Is offline accessibility available? Which features are unavailable during offline access?
- Which emerging features are available or in development? For instance, IoT integration, predictive analytics and maintenance.
- Which customer-facing features/modules are available? Does it have built-in customer communication features or integrate with a third-party app? Does it offer a self-service customer portal?
About the Vendor
- Have you successfully implemented your solution for companies with needs similar to ours?
- Can you provide references from current and past clients to gauge the effectiveness of your solution?
- What is the typical duration of the implementation process?
- Can you automate my business process and customize my workflows? Is it included in the implementation process? Can our admin staff customize workflows, or do we need your/third-party assistance?
- How often do you update the software?
- What kind of support and training do you offer? How extensive is your knowledge base?
Field Service Software Report
Expert recommendations and analysis on the top Field Service Software
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Next Steps
Choosing the right field service management software improves the quality and speed of your everyday field operations, customer satisfaction and service delivery.
A comprehensive solution covers all bases, from basic features like contact management and work order management to advanced capabilities like client portals and asset tracking. By aligning with implementation goals and staying on top of industry trends like IoT devices and augmented reality, your business maintains a competitive edge in the dynamic field service management landscape.
Still feeling a little lost? Check out our free comparison report for more information on the top service management software in the industry, or jump into our free requirements template to line up your critical features. Good luck!
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