Field service management software

The hectic nature of fieldwork can cause more than a misplaced coffee mug or a forgotten phone. There’s ongoing exposure to jumbled communication, overscheduling, and late or even missed appointments—any of which can result in dissatisfied customers, wasted time, and lost resources.

Field service management software is ideal for mobile teams to stay on target and in contact with their desk-bound colleagues and supervisors. In this guide, we’ll dive into the details of field service management software, explore key features and benefits, and offer a glimpse into the top nine field service software platforms to reshape your mobile and remote operations.

More in this guide:

• What is field service management software?
• The 9 best field service management software platforms
• Features of field service software
• Benefits of field service software
• How to choose the right field service solution
• Frequently asked questions
• Integrate field service management software with the best CX solution

Field service management (FSM) software is a tool that helps companies monitor and control the activities and resources involved in conducting business in the field. It automates tasks like scheduling and dispatching, issue tracking, and job order processing. Meanwhile, on-site technicians benefit from access to internal operations and real-time client updates. By integrating with a modern help desk solution, FSM operations can help reduce the time-consuming and error-prone tedium of manual scheduling, dispatch, and communication.

We’ve rounded up the nine best platforms to consider for your field service management needs. Whether you’re a new startup with a small operation or an industry-leading enterprise company, field service software is a great solution for companies with remote workers.

1. Zuper

Zuper is an all-in-one platform for field service and remote workforce management. Its AI-based intelligent dispatching feature automatically assigns the right technician to the job site based on skill set and proximity. It also keeps clients in the loop every step of the way, from initial booking confirmations to after-service satisfaction surveys.

With Zuper’s comprehensive analytics and reporting, teams can receive real-time insights for data-driven decision-making. Support staff can view inventory levels and even the battery percentage of a technician’s mobile phone. When businesses integrate Zuper with a customer service solution like Zendesk, they can schedule, dispatch, and track field services with that solution to boost overall efficiency.

Features:

• Real-time dashboards and reporting
• Customer SMS
• Field mobile app
• Scheduling and dispatching
• Work order management
• Inventory management
• Location intelligence

Pricing: Contact Zuper. A 14-day free trial is available.

Find out more: Learn how Zuper integrates with Zendesk.

2. Salesforce Field Service

Salesforce Field Service is a service tracking software for managing mobile workers. The field mobile app lets technicians access appointment information, view schedules, and update data from their phones whilst on the move. Teams can also integrate Salesforce with Zendesk to sync sales and support data.

Salesforce Field Service’s Visual Remote Assistant add-on helps support personnel assist field technicians through live video streams. Additionally, Support personnel can forecast the impact of travel time and resource allocation to correct potential scheduling complications.

Features:

• Real-time dashboards and reporting
• Field mobile app
• Scheduling and dispatching
• Work order management
• Visual remote assistant
• Appointment forecasting

Pricing: Plans start at $50 per user/month or $20 per login, billed annually.

Find out more: Discover the Salesforce integration for Zendesk.

3. Jobber

Jobber’s service software caters to the construction and home services industries. Customers can book appointments online, text with technicians, and receive automated appointment notifications and confirmations.

The tool’s business dashboard provides an overview of the company’s current requests, quotes, jobs, and invoices. The software can also recommend which actions are needed to progress the workflow. Personnel can also track job details, work hours, and expenses within the dashboard.

Features:

• Customer SMS
• Field mobile app
• Scheduling and dispatching
• Work order management
• Automated notifications and confirmations
• Client hub

Pricing: Plans start at $19 per month, with the first three months for $16 per month, billed annually. A 14-day free trial is available.

4. Service Fusion

Service Fusion field service software helps businesses manage customer communication and fleet operations. Businesses can create and share detailed job estimates for potential costs and services. If the customer accepts the terms, they can electronically sign the document, cutting down on physical paperwork.

Technicians can add notes to customer accounts, documenting customer preferences, requirements, and special instructions. When field personnel access this information before or during a service visit, they can tailor their approach to better meet customer expectations.

Features:

• Real-time dashboards and reporting
• Customer SMS
• Field mobile app
• Scheduling and despatching
• Work order management
• eSign documents
• Estimate options

Pricing: Plans start at $192 per month, billed annually.

5. ServiceTitan

ServiceTitan is another cloud-based software solution for residential and commercial field service businesses. Businesses can track costs in real time, manage crew schedules, furnish invoices, and maintain accurate accounting. Automated solutions for payroll and reporting save hours of repetitive billing and administrative tasks.

Teams in the field can operate in the mobile app, accessing inventory, service agreements, and job histories. Customers can also stay in the loop with mobile booking confirmations, appointment reminders, and tech bios.

Features:

• Real-time dashboards and reporting
• Customer SMS
• Field mobile app
• Scheduling and dispatching
• Work order management
• Client portal
• Call recording

Pricing: Contact ServiceTitan.

6. Intuit Field Service Management

Intuit Field Service Management software is a field service tool for small and large businesses. Its work order management system allows businesses to create, assign, and track work orders. Field technicians can access detailed information about each task, including customer details, job requirements, and any necessary equipment or materials.

This FSM tool also lets businesses track equipment service history to maintain a record of maintenance activities. Technicians can use the records to identify patterns, perform preventive maintenance, and enhance the longevity and reliability of the equipment. Additionally, the solution supports on-the-spot invoicing, enabling field technicians to generate and present invoices directly to customers upon job completion.

Features:

• Real-time dashboards and reporting
• Field mobile app
• Scheduling and dispatching
• Work order management
• Equipment service history
• On-the-spot invoicing

Pricing: Plans start at $35 per user/month for up to 10 users. A 30-day free trial is available with the Enterprise tier.

7. Simpro

Simpro is a cloud-based service software built for trade businesses like HVAC, plumbing, and fire protection. Its customers can use the software to estimate project costs and build quotes. Integrating Simpro with Zendesk allows users to share important customer information between the systems, including the work site, quotes, and ticket description.

Businesses can also use Simpro to set up recurring invoices and notifications for their customers. This feature automates the billing process for recurring services, such as maintenance contracts or subscription-based offerings. Businesses can configure the system to generate invoices at specified intervals and automatically notify customers, improving billing consistency and reducing administrative overhead.

Features:

• Real-time dashboards and reporting
• Scheduling and dispatching
• Work order management
• Project calculator
• Recurring invoices and notifications

Pricing: Contact Simpro.

Find out more: See how Simpro integrates with Zendesk.

8. Skedulo

Skedulo’s mobile workforce management platform assists worker productivity with end-to-end workflows, data-driven insights, and a unified tech stack. Its Deskless Productivity Cloud can help businesses with a remote workforce simplify management for workers with varying skills, certifications, locales, and availability.

The Skedulo scheduling feature uses intelligent automations to match job schedules to complex customer needs. Employees in the field have access to the mobile app with real-time updates and guidance. The Zendesk integration unifies a business’s tech stack and allows it to collect and share accurate data throughout the organisation.

Features:

• Real-time dashboards and reporting
• Field mobile app
• Scheduling and dispatching
• Intelligent automations
• Push notifications

Pricing: Contact Skedulo.

Find out more: Check out the Skedulo integration for Zendesk.

9. Housecall Pro

Housecall Pro provides service software to—you guessed it—home service businesses. Dispatchers can monitor the real-time location of their field service technicians with GPS tracking so they can adjust routes and allocate resources appropriately. Dispatchers and field technicians can send customers automated appointment reminders, updates, and notifications via text messages.

A review generation feature helps businesses build and manage their online reputation. After completing a service, the software can automatically send customers a request to leave a review. Businesses can then share reviews with future customers to help attract more work.

Features:

• Real-time dashboards and reporting
• Customer SMS
• Field mobile app
• Scheduling and dispatching
• Work order management
• GPS tracking
• Review generation

Pricing: Plans start at $49 per month for one user, billed annually. A 14-day free trial is available.

According to the Zendesk AI-powered CX Report 2024, 88 per cent of CX leaders believe the pace of change in customer service is overwhelming. This extends to field service agents providing customer support for products or equipment. Today, customers expect them to respond to and resolve more issues faster than ever, and those expectations aren’t slowing. When selecting field service software, businesses should prioritise features that enhance efficiency, streamline operations, and improve overall service delivery.

Essential features include:

1. Real-time dashboards and reporting: Businesses can monitor performance metrics, track field personnel, and make informed decisions. A comprehensive view of ongoing activities offers valuable insights into productivity, resource utilisation, and overall efficiency.
2. Seamless integration with your service software and ticketing system: Integrating field service software with a leading CX system like Zendesk enables you to provide fast and personalised support over any channel, increasing customer satisfaction and field agent productivity.
3. Field mobile app: Field technicians can access relevant information, work orders, and customer details from your service desk software on their mobile devices.
4. Scheduling and dispatching: Dispatchers can update task assignments based on field agents’ skills, location, and availability. Sometimes, they may leverage automation to streamline scheduling processes.
5. Work order management: Businesses can take a systematic approach to creating, assigning, and tracking tasks in an organised interface, reducing manual errors.

Together, these features empower businesses to manage field operations seamlessly, enhancing productivity and customer satisfaction.

Businesses benefit significantly from adopting field service software—especially when that software either has or integrates seamlessly with essential customer experience (CX) tools.

Some areas where businesses see the greatest payoffs include:

1. Improved CX: Customers receive accurate updates on their appointment status.
2. Heightened productivity: Request management systems efficiently assign field workers tasks based on their skills, location, and availability, minimising idle time and travel inefficiencies.
3. Streamlined communication: Field technicians and dispatchers work from a centralised software, sending and receiving real-time updates regarding service tickets, inventory, and strategy decisions.
4. Simplified processes: Work order management gets streamlined through automated processes, from creating and assigning work orders to stock control.

In the end, using FSM software contributes to a more organised, responsive, and customer-centric approach to field service operations.

Choosing the right field service solution is a critical decision that can significantly impact the efficiency and success of your operations.

Consider the following your must-haves when selecting software to ensure you’re choosing a solution that can deliver on your expectations:

1. Ensure it integrates with your customer service software: A standout field service tool needs to integrate seamlessly with help desk software for a cohesive workflow. This allows for the easy exchange of information and provides a unified view of customer interactions. A customer service tool like Zendesk unlocks more robust features, such as workforce management, which allows you to forecast and track staffing needs accurately.
2. Prioritise customisable settings: Different businesses have unique workflows, processes, and requirements. A customisable solution allows you to tailor settings to meet your needs.
3. Test it with a free trial: A free trial provides a valuable hands-on experience, helping you make an informed decision based on practical insights into the software's performance and suitability for your field service operations.

An FSM solution that checks these boxes will help you deliver faster, more effective service in the field.