Field Service Management (FSM) Software

Supporting sales agents, field workers and fleet managers, field service management software is all about optimizing routing and effective fleet use. With features such as automatic territory management, map visualization, calendar management and appointment scheduling, FSM applications help optimize routing, decrease traveling times in between clients and consequently increase productivity. Field service management software is often used across platforms, on mobile devices and accessible through web interfaces. Client dashboards can often be customized to display custom forms or notifications such as traffic updates, weather updates or check-ins. With high demand for synchronization and import/export functions, FSM software is mostly based around a central database. Advanced solutions offer GPS-tracking, auto-dispatching and offline reporting.  Read the full software guide...

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What is Field Service Management (FSM) Software?

Field service management software is a digital solution that helps companies coordinate and communicate field operations to a mobile workforce and other off-site resources.

The software allows field service managers or administrators to receive and manage work orders, assign requests to field agents, track vehicle locations, manage billing and invoicing and track the exact time and expenses incurred on a job. On the other hand, field workers can use the software to view schedules and customer information and make changes to work orders, if required.

Other key capabilities of field service management software include route planning and optimization, resource scheduling, technician location tracking and contract management. More advanced products enable users to manage inventory, process payments, conduct failure analysis, generate reports and send voice-generated reminders to customers.

Field service management software solutions are normally utilized by field service companies and organizations that are engaged in some kind of fieldwork such as installations, repairs, landscaping, construction or the delivery/transportation of goods. This also includes companies in such fields as property maintenance, HVAC, healthcare, heavy engineering, cable, internet and telecommunications installation.

Types Of Field Management Software

This type of software can be used as a cloud-based service, also referred to as SaaS FSM, through a web app or software download. These are cost-effective options for small businesses and enterprises lacking server infrastructure as they use a subscription-based pricing model. You may choose different pricing plans and/or pick specific modules you want to be included in your subscription package.

Most cloud-based FSM software systems come with mobile apps that enable you to access the service anytime and anywhere using only your mobile device. Field workers and technicians may also access the system using the same app, allowing them to check work orders, review current project/job status and provide real-time updates. Free trial versions are also offered by the majority of FSM software vendors.

On-premise FSM software is downloaded and installed directly into the company’s computer systems. This deployment approach requires the system to be connected to the vendor’s server for data backups and other service offerings. Premise-based field service management software systems typically require upfront fees for licensing purposes and they tend to be more costly compared to the cloud-based option as they require existing infrastructure and servers.

Field service management software can be categorized into several core services in which they are specifically designed to facilitate and work with. The four main categories of FSM software solutions are maintenance, installation/project commissioning, repair and consultation field service management.

Maintenance - Maintenance FSM solutions, often referred to as Computerized maintenance management system (CMMS) solutions, can be used by companies selling products that require regular maintenance such as air conditioning or HVAC services. The software can be used for scheduling jobs, finding customer information and location and finding out the type of service field technicians are requested to do.

Installation and projects - For installation and/or project commissioning, FSM software is used to provide services that are too complex or difficult for customers to do for themselves. Your FSM software will allow you to manage your field personnel more efficiently and in real-time from a single platform.

With large projects like these, the planning and installation process is normally factored into the pricing, which may also be part of the core functions of your field service management software.

This is where features like project management, scheduling and time tracking really play a significant role in ensuring workflow efficiency for your field personnel and customer satisfaction for your clients.

Repair services - Small businesses offering repair services use FSM software to efficiently manage mobile field personnel and technicians. Heavy equipment such as communication systems and industrial freezers and refrigeration require field technicians to go on location to repair the equipment, which requires work orders to be filed and processed and jobs to be scheduled.

Field service management software may also serve the needs of companies and organizations that offer consultation services for equipment maintenance and repair.

Consultation - With your FSM software, you will be able to provide consultation services to your clients without stretching out your resources and your personnel. You can send field workers for consultations more quickly and efficiently through work order management. This will help improve customer service quality and boost customer satisfaction in your work and product.

Best-of-breed field service management software is ideal for fleet management, scheduling dispatching, job order optimization, mobile field personnel monitoring and other service management processes, as most FSM suites typically come with all the key features larger companies and organizations need to effectively manage multiple projects and field services.

How To Choose Field Service Management Software

When choosing which FSM software to get, you must first identify the size of your business, potential scalability and the industry you operate in. You can choose between a ‘best-of-breed’ solution or an all-inclusive product for your business, both of which offer features designed to assist with field management but each offering more specific use cases for the software.

Most businesses using this software will either be smaller, industry-specific businesses or larger enterprises.

Small businesses

Small businesses should consider field management software when looking to upgrade from using spreadsheets and basic software to more advanced, affordable cloud-based FSM software with robust features, functions and capabilities. Small businesses often look for ‘best-of-breed’ products focused exclusively on a specific industry or capability and do not need advanced analytics or contract management features. However, if you are expecting rapid growth of your business, consider checking the product’s scalability for future growth.


Enterprises, on the other hand, may require an on-premise or cloud-based solution and a product that integrates with their existing customer relationship management (CRM) or enterprise resource planning (ERP) systems. These companies generally already have a software and server infrastructure consisting of multiple solutions and require seamless integration into existing platforms. This makes it easier to integrate vital functions and information across multiple systems, field units and their customer service department.

If you are a large organization with multiple fleets, you may need advanced features, such as mobile time tracking, inventory management, billing and invoicing, forecasting and reporting capabilities. Some products allow you to take customer signatures on the field, get real-time job updates across all devices, locate field agents and assign them jobs nearest to their location.

Companies that outsource fieldwork to third-party contractors often have some additional requirements, such as the ability to pass work orders, track whether a service request has been addressed on time, how long it took to resolve the issue and whether the customer was satisfied with the results.

You’ll also find solutions that cater to the specific needs of an industry, such as products designed specifically for construction companies often allow multiple users to share project plans, drawings, RFIs and punch lists from any device they use.

Benefits Of Field Management Software

Businesses of all sizes that offer field service work can benefit greatly from incorporating FSM software into their daily operations. When implemented and utilized effectively, FSM systems have the potential to increase the productivity and efficiency of field workers across your entire business.

Efficiency through automation

Field service management software solutions automate basic processes for field service companies such as attendance and time tracking, invoicing, scheduling dispatching, customer and field personnel communication, status updates and other routine field activities like recurring task management. This form of automation eliminates inefficiencies and allows for better productivity.

Managers are also free of time-consuming routine tasks, giving them ample time to focus on other important aspects like the productivity of field units, improving customer satisfaction and resource allocation.

Improvements to customer service and satisfaction.

Implementing a good FSM software solution from a reputable vendor can help improve customer service quality and result in higher customer satisfaction. This is due to better coordination between individual field workers, managers and customers. Managers can assign the closest and best-equipped field personnel to the job site, resulting in shorter response times and better work.

Reduced inventory costs

FSM software solutions have the capability to assess historical data for forecasting which of the parts in your current inventory are likely to become more in demand on upcoming maintenance schedules. As a field service company, this is important information as you will be able to manage and minimize inventory expenses and plan accordingly for future peak periods for your business.

Real-time information

The software allows you to track the location of field workers, view customer history, monitor job status and gain access to asset information in real-time, giving you greater transparency and visibility of your daily operations.

Real-time information visibility is also available to office staff members, HR teams, stakeholders and even customers. Users will be able to see which field technicians are available and which ones are currently working on another job site, allowing for more efficient field service operations.

Businesses of all sizes can use FSM software to better manage and communicate with a mobile workforce through intuitive features and fully functional platforms. The software allows a business to gain better visibility of daily operations, automate time-consuming tasks and focus on getting their employees where they need to be faster, improving customer satisfaction and productivity levels within a business.

Common Features of Field Service Management (FSM)

API Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.
Appointment Scheduling Enables customers to select preferable times to receive goods or services from a business.
Calendar Management Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.
Contact Management Manage large amounts of personal or business contacts in a centralized system.
Customer Management Manage customer databases and/or track outstanding shipments, payments and more.
Data Export Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.
Data Import Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.
External Integrations Integrations with other software products or platforms to improve efficiency and compatibility across systems.
Fleet Management Enables the management of all fleet and physical asset information, from acquisition to disposal.
Lead Management Manage business leads to improve sales outreach processes or stay on top of prospect inquiries.
Map Visualization Enables the displaying and analyzing of geographical data.
Mobile App Give users access to the application via mobile phones, tablets and other smart devices besides desktop computers.
Multi-User Supports more than just one user account and generally allows for collaboration with colleagues.
Notifications Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.
Route Optimization Optimize transportation routes, often involving complex processes to determine which route is most cost-effective. Route optimization technology tests multiple 'what if' queries to find the optimal route.
Scheduling Schedule tasks, resources, appointments, payments, communications, etc.
Task Scheduling/Tracking Schedule and track tasks and deliverables in form of to-do-lists.
Timesheets Track employee attendance, sick days and hours worked for payroll purposes or billable hours for professional services.
Travel Management Manage travel plans and expenses for employees, prospects or potential recruits through a central environment.

Latest User Reviews of Field Service Management (FSM) Products

Badger Maps
Chris Menzel
16 May 2020
"An awesome app for route optimization. "

- You spend less time planning routes. - You can create routes quickly and optimize them with the click of a button. - You are abl...

Abhay Chauhan
04 Aug 2020
"Delta Sales App salesman tracking software..."

Its user interface is what I have liked most. It is easy to operate and can be operated through mobile phones with ease. Also, its f...

QuickBooks Desktop Enterprise
Emerson Opis
05 Nov 2020
"Quickbooks a platform for everyone"

it easy to use and to learn the basic fundamentals of the quick books even the fresh graduate can learn it within the day on basic e...

Krishna Baberwal
27 Nov 2020
"A great software for managing almost all t..."

The easy tracking of sales employees, inventory, payments and products. Assignment and follow-ups of the tasks is made really conven...

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