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Field Service Management Software

Field Service Management software enables organisations to manage resources and communicate with field employees. Field Service software enhances productivity by allowing constant contact between dispatch office and offsite personnel. Field Management software improves the customer experience by giving field personnel access to service histories, mapping services, and scheduling tools. Field Service Management software is related to Maintenance Management software and Service Dispatch software. Find the best field service management software for your organisation in Australia.

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BlueFolder helps commercial service pros in the field stay on schedule & access critical job details in a user-friendly interface. Learn more about BlueFolder
BlueFolder helps field service pros stay on schedule, access critical job details & work order management features in a user-friendly interface. Access robust features like equipment tracking, recurring jobs, secure custom user permissions, scheduling/dispatch, customer portals, & more. Eliminate paperwork using integrations with QuickBooks & more. Keep all your field techs on track and streamline operations with powerful features, useful integrations, and a simple, user-friendly interface. Learn more about BlueFolder

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Australia Local product
GeoOp is a smart app built for busy tradespeople. It's the complete toolkit to run the show on the go! Learn more about GeoOp
Rated the #1 time saving business app for busy trades and service businesses, GeoOp Job Management Software takes the hard work out of your Billing and Invoicing so you get back to doing the things that matter. Assign jobs, create quotes and invoices, manage your team and timesheets, send automatic job reminders to clients, as well as integrating with accounting software - all in one place. With Free on-boarding and a 14 Day Free Trial, getting started is easy. Learn more about GeoOp

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • 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
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
inFlow helps you keep track of tools, parts and ongoing work from anywhere. Update inventory real time at the office or in the field. Learn more about inFlow Inventory
inFlow Inventory software is the easiest way to run and manage your field service based business. When you¿re managing multiple projects and jobsites at once, it¿s easy for things to get lost in the shuffle. inFlow¿s mobile apps make stock adjustments as easy tapping or scanning. You can update inventory right as you take it off the shelf, and large photos ensure you get the right product. Click Visit Website to get your 14 day free trial now. Learn more about inFlow Inventory

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • 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
  • 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
  • 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
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Get full visibility of your managed print business with e-automate. Learn more about e-automate
e-automate offers full accounting functionality, automatic invoicing and contract management in one system whilst allowing you to manage service calls and your engineers schedule. e-automate removes the need to work on disconnected systems, therefore improving internal communication and removing manual processes to ensure all departments are on the same page - delivering an improved service experience to your customers. Learn more about e-automate

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Field service management for asset-centric industries. Helping companies that provide installation, maintenance, and repair services. Learn more about Wello Solutions
Wello Solutions Field Service Management Software - for the planning and execution of technical Field Service. Many companies worldwide trust our Service Solution that enables your service team to be more efficient and provide great service. Manage clients and installations, plan work orders and provide your technicians with an intelligent tool to execute them. Through the Service App your technicians can always access the information they need, register their work and generate high quality service reports. Learn more about Wello Solutions

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • 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
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Housecall Pro is a top-rated business solution for home service professionals to streamline scheduling, dispatching, payments, & more.
Call today to start your free trial: 866-405-0752. 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
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Mobile-first, user-friendly design to improve collaboration. Eliminate information silos and keep crews building with updated docs.
Access essential project information in the field: docs, drawings, schedules, and more. Ensure your team is always working from the most up-to-date information and can easily create, track, and manage issues. From RFIs to punchlists, submittals to change orders, leverage the right data when you need it, whether online or offline. Learn more about Autodesk Construction Cloud

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Sign up for Jotform Enterprise to easily manage and optimize your company's field operations.
Sign up for Jotform Enterprise to manage and optimize field operations with ease. Build forms for all your field needs like payment collection, service requests, consultations, and more. Create and customize professional forms to store data safely with our compliant and secure form storage system. Integrate your favorite apps to your forms, generate reports, host data locally, import existing forms, collect payments, send reminders, and more. Build a stronger business with Jotform Enterprise. Learn more about Jotform

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Our mission is to bring order and efficiency to the construction process for all contractors.
Buildertrend is the leading residential construction project management software trusted by home builders, remodelers and specialty contractors. Since 2006, we’ve empowered contractors to take control of projects and bring efficiency, organization and seamless communication to their businesses. Builders can manage jobs, sales, finances, materials, client relationships and more on one convenient platform. To learn more about Buildertrend, visit buildertrend.com and @buildertrend. Learn more about Buildertrend

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Motive builds technology to improve the safety, productivity, and profitability of businesses.
Motive builds technology to improve the safety, productivity, and profitability of businesses that power the physical economy. The Motive Automated Operations Platform combines IoT hardware with AI-powered applications to automate vehicle and equipment tracking, driver safety, compliance, maintenance, spend management, and more. Motive serves more than 120,000 businesses across various industries, including trucking & logistics, construction, oil & gas, food & beverage, agriculture, and more. Learn more about Motive

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Bluebeam construction software makes field service management easy and efficient with its vast editing and uploading capabilities.
When accurate, real-time field service management is a necessary component of your build site, you need the power of Bluebeam, a suite of construction and building management software that keeps your team on the same page no matter their locations. Build, modify and create takeoffs, bid proposals and update PDFs in a variety of formats with real-time, secure, Cloud-based updates that can be shared with global teams on a moment's notice. Learn more about Bluebeam Revu

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Fracttal One is a maintenance and asset management software. It is 100% cloud based and mobile enabling APM and continuous improvement.
Fracttal One is a maintenance and asset management software. It supports professionals to document and record work orders, to locate and rank assets, ensure direct and clear communication among areas, and execute what is on the maintenance plan. Modern maintenance management works with data. Fracttal One enables historical, fast, and updated information to technicians, planners, and decision makers. It enables asset performance monitoring and continuous improvement. Learn more about Fracttal

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Verizon Connect's fleet management software for small to medium-sized businesses with fleet sizes of 5 or more vehicles.
Verizon Connect provides business customers with the insights and intelligence needed to optimize their operations and drive growth. Through a cloud-based, end-to-end solution, Verizon Connect accurately measures a user's fleet's performance, uncovers hidden costs and opportunities for improved efficiency, while empowering them to better manage service with real-time alerts and reports. Learn more about Verizon Connect

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
The fastest, easiest, and highest value service management software to automate everything from first customer contact to getting paid.
mHelpDesk is the #1 easiest and most powerful software solution for your field service business, automating everything from first customer contact all the way to getting paid. We provide our customers with mobile and online tools that are unmatched in performance, reliability, and functionality. We've packed the best tools into one extremely easy-to-use and affordable package that requires no big upfront investment. And we have in-house product experts to get you up and running immediately. Learn more about mHelpDesk

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more.
Odoo is a fully integrated, customizable, open-source software packed with expertly designed, user-friendly business applications. Odoo's intuitive database is able to meet a majority of business needs, such as CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of any company, regardless of size (or budget). Learn more about Odoo

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Save time and reduce costs with innovations that reimagine your customer relationships.
Built on the world’s #1 CRM platform, Communications Cloud enables B2C, B2B, and wholesale communications service providers (CSPs) to move to a catalog-driven digital BSS. With purpose-built industry functionality and all the capabilities of Sales Cloud and Service Cloud, service providers of all sizes can quickly adapt to changing customer expectations, drive faster time to value, and unify every part of the organisation — from marketing to retail channels to customer care and operations. Learn more about Salesforce Service Cloud

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Join over 200K home service pros using Jobber. Organize your business, win more jobs, and get paid 4X faster. Get started today.
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
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Web, on-prem and mobile solutions to help businesses with mapping, data management, predictive modeling, geocoding and more.
Integrated collection of GIS software products; ArcGIS offers unique capabilities and flexible licensing for applying location-based analytics to your business practices. Gain greater insights using contextual tools to visualize and analyze your data. Collaborate and share via maps, apps, dashboards and reports. Learn more about ArcGIS

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Streamline your service business with RazorSync's estimating, work order scheduling and invoicing app. Free, full-access trial!
RazorSync is a leading field service software designed to improve and streamline operations for field service businesses. With a desktop and mobile application, RazorSync provides expert features built to grow your business and reduce your workload. Our robust yet simple to use features include customer and team management, scheduling, integration with Quickbooks, merchant services and more. Try us risk-free for 14 days or schedule a free live demo today! Learn more about RazorSync

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • Service History
  • Alerts/Notifications
  • GPS
  • Routing
  • Online Time Clock
  • Quotes/Estimates
  • Electronic Signature
  • Calendar Management
  • Maintenance Scheduling
Tired of doing paperwork? Automate your workflows and sales process. Try JobNimbus 2 weeks for free, no credit card required.
JobNimbus was built for contractors just like you to take your business to the next level by easily organizing, tracking, and automating your work. By streamlining workflows within JobNimbus, you'll save time, money, and sanity and be able to see the big picture of your business at a glance. Try JobNimbus 2 weeks for free, no credit card required. Learn more about JobNimbus

Features

  • Billing & Invoicing
  • Contact Database
  • Inventory Management
  • 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 organisations to manage relevant resources and communicate with employees who are operating in the field, as opposed to on company property. The software is 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 organisations 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 organisations 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 optimised 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 organisations with field operatives, field technicians, or field employees to optimise communication and manage relevant resources. Employees can be considered field workers if they carry out work away from an organisation'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, optimising 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 realised, it should also benefit customers or clients too.

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 prioritised 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 centralising 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 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 organisation 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 organisation 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 organisation. 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.
  • Prioritisation of the right issues: the use of field service solutions can also help businesses and their employees prioritise 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, prioritising expenditure, and minimising 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: utilise 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 utilise 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 prioritisation 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 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 certain 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 organisation 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 organisation. 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 prioritise 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 analysing 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 support for customers. 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 per cent 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 utilise 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.