Top Field Service Management Software Solutions: Match capabilities with use-case needs

This post looks at some of the top field service management software solutions. We encourage you to explore these options in more detail to find the best solution to fit your needs.

Field service management has evolved drastically as product complexity, customer expectations and market pressures have escalated over the last decade. Solutions have evolved, too, with many different types of solutions available, from best-of-breed solutions to end-to-end service management. Some focus on key capabilities, like scheduling and managing a blended workforce. Others offer entry-level functionality or a smorgasbord-style array of service-adjacent features (like customer relationships or HR functions), but no advanced capabilities.  

Understanding the various solutions available and their distinguishing features helps organizations to make well-informed decisions about which solution is right for them. 

To remain competitive, service-centric organizations must keep pace with industry changes, especially the rapid innovations in technology, from artificial intelligence (AI) and analytics to tools for scheduling and dispatch and augmenting the field service organization with contractors. 

Although there may be debate about which specific features are most important, one conclusion is beyond doubt: manual processes or simple spreadsheets are no longer feasible for managing a digital field service organization. Without technology in place, the service operation can be a cost center, draining profitability from the organization. With modern field service solutions in place to boost productivity and efficiency through the service cycle, service can be a valuable revenue stream that also builds customer loyalty.    

Types of solutions vary to match the industry type

Software for field service covers a wide range of capabilities, just as the types of business models, products, and customer demands vary. It’s very important that the service management solution match the business model and business priorities. Sometimes fast resolution is the most critical objective. For some organizations, keeping costs low may be more important. Here are some examples: 

• Mission critical applications. Makers of industrial or commercial products, like temperature-critical refrigeration systems used in the food and beverage industry, place an emphasis on preventive management and service contracts since a failure could jeopardize food safety. 
• Complex equipment. Hospitals or labs that install complex equipment, like MRIs, also depend on reliable service, fast dispatch, and first call resolution, as the welfare of patients may depend on the equipment availability and accuracy. Technicians often require specialized training to service complex devices.
• Components.  Motors, pumps, valves, hydraulics, brake systems, and electronics are critical components in many types of use case, from water treatment systems to people moving equipment in facilities. Parts availability as well as inventory of consumables, like filters or fan belts, may be most important.       
• Appliances. Other types of products, like dishwashers and garage doors, involve consumers who have high expectations concerning the customer experience, value, and self-service abilities for submitting service requests and scheduling technician visits. Third part contractors may be important in this business model to manage fluctuations in demand. 
• Specialty vehicles. From lawn mowers to buses and yachts, products that move often have specialized service needs, from regulation compliance for exhaust levels to safety restrictions. 

Different types of field service applications have service management solutions that ideally match the requirements. When selecting a new service management solution, be sure to start with a list of your top priorities. Not all solutions offer the same features and benefits and the names of features can be misleading. Scheduling in one solution may be very different than scheduling/dispatch with real-time updates in another solution. 

Here is a brief overview of some vendor names you may recognize and their main capabilities. This is only an overview. Do your own due diligence to research your options. 

Service Power

ServicePower provides a robust solution for field service and is ideally suited for a variety of industry verticals and applications, from companies that focus on the repair of consumer products, like appliances, to those that manage repair and maintenance of commercial equipment, like elevators. 

Strengths

• Provides a full suite of field service management capabilities.
• Provides robust support for blended workforces.
• AI-powered schedule optimization is a highly advanced scheduling tool that evaluates multiple critical factors, from location to anticipated complexity of the job. 
• Schedule optimization is updated throughout the day as real-time factors change, making it the most responsive solution for scheduling.  
• ServicePower provides strong support for contractors, including the ability to onboard contractors, dispatch, and reimburse them quickly. This builds loyalty among third party agents. 
• The solution included powerful analytics helping users make well-informed decisions. 
• It is an API-first solution, allowing for easy integration into other applications such as CRMs and ERPs.

Limitations 

• It is not built for small businesses looking for an entry level solution, but there is a separate tool for that market (HUB) that is offered.
• It is not part of a CRM-driven platform that focuses on sales leads.
• There is no Asian-language version.

Salesforce

Salesforce has an extensive marketing budget so you will likely run into their promotional materials if you are researching the topic of field service. Be sure to look beyond the surface of those slick materials. 

Strengths

• Salesforce for field service integrates with its CRM solution. 
• It fits well with large industrial commercial organizations. 
• Provides automated scheduling for employed workforces.
• Provides a mobility tool for technicians.
• Some AI functionality is included.

Limitations

• As a broad solution, it lacks deep specialization in specific capabilities.
• The size of the solution means it is on the upper end of costs and is complex to deploy. 
• The company has limited field service expertise to assist in implementations.
• Implementation is often lengthy and expensive.  
• Scheduling features are limited and may not meet advanced needs.
• It does not include advanced algorithms for evaluating multiple criteria in scheduling.
• Managing contractor scheduling and reimbursements is not a strong point.
• It provides very limited support for blended workforces.

Microsoft Dynamics 365 Field Service

Microsoft is a well-known name in the business. The company has spread its ventures over a wide plain. This solution makes claims about transforming service operations with generative AI, the Internet of Things (IoT), and mixed reality. It is one of many solutions provided by MS and is what is classified as an all-in-one solution.

Strengths:

• The solution provides scheduling for employed workforces.
• It integrates with its CRM module.
• Asset management functionality is included as part of field service.
• The solution provides work order management.
• A customer portal is available.

Limitations: 

• As a broad solution, it lacks deep specialization in specific capabilities.
• You likely will need an implementation consultant and a deployment budget on top of the solution cost.  
• Scheduling features are limited and may not meet advanced needs.
• It does not include advanced algorithms for evaluating multiple criteria in scheduling.
• Managing contractor scheduling and reimbursements is not part of the basic offering.
• It provides very limited support for blended workforces.

Dispatch.me

This solution provider emphasizes a broad orchestration of multiple service-related capabilities.  It makes claims that it connects operations, engages the right resources, and optimizes processes—transforming service from reactive to proactive. The solution also promises to optimize operations, reduce downtime, and deliver an exceptional service experience. 

Strengths

• The solution offers a customer portal.
• Dispatching for contractors is covered. 
• A good mobile app for technicians is available.
• Because of lack of configurability, implementation is timely.

Limitations

• This solution lacks support tools for the employed workforces, such as scheduling of employees. 
• Invoicing capabilities are very limited.
• Claims reimbursement to third-party servicers is limited, likely to impact contractor satisfaction and loyalty.
• There is no embedded parts ordering, meaning finding replacement parts could be a time burden for technicians. The solution has limited configurability, meaning companies may have to make do with workflows and processes that do not match their established routines. Personnel may push back on the disruption to processes. 

Jobber

Jobber provides basic field service management capabilities as part of a Business Management System (BMS), specifically designed for home service businesses, like plumbers and HVAC contractors. It offers features like CRM, scheduling, quoting, job tracking, and invoicing. It is targeted at small businesses with a small staff of technicians and limited volume of service requests. 

Strengths

• Includes a wide range of features for small businesses.
• It is a BMS, including financial management of accounts and sales.
• Credit card processing is supported.
• The solution helps manage leads for the sales team.
• A free trial is available. 

Limitations

• It is not suitable for large enterprises.
• The schedule optimization capabilities are basic. 
• Limited configurability is available.
• Embedded analytics are limited.
• There is no support for blended workforces or third-party contractors. 

In today’s competitive business landscape, field service management can be a key differentiator for companies – getting it right is critical to succeed. There are numerous offerings that attempt to serve this market, all offering different approaches and looking to service various markets in terms of size and industry. Many solutions have a simple, narrow focus and others take a broad approach with the capabilities offered.

Recognized six times as an industry Visionary by Gartner through its Magic Quadrant for Field Service Management guide and with other independent analysts’ recognition, ServicePower’s FSM platform is the solution of choice for numerous leading global and regional businesses. It is a best-of-breed tool that provides the flexibility across employed, contracted, and blended workforces to help organizations within many industries delight their customers, employees, and contractors while improving operational efficiencies and increasing profitability. See ServicePower in action today by booking a free demo.