Maintenance Management
Best Field Service Management Software 2024
The expected standard for customer experience (CX) has changed over the past few years. Today, customers expect a personalized and hassle-free support experience from their vendors.
Asset-intensive businesses with technicians working on the field or customers in multiple locations must mobilize resources and inventory for service requests. The service standards customers expect are the same.
Regardless of which industry you're in, service management is one of the most important factors for customer satisfaction and, in turn, retention.
This post will discuss some common features found within field service management platforms, who typically use them (hint: anyone who spends time interacting with customers), and how you can choose one that suits both your needs and those of your employees.
Manaswini Rao
What is field service management software?
Field service management software supports all activities involved in coordinating a company’s field resources, including processes for work order scheduling and dispatching workers, managing contracts, data sharing, and reporting.
Modern field service management software allows you to cover all your bases in one convenient O&M platform. You can integrate with different systems like enterprise resource planning (ERP) and asset management (EAM) and, through APIs, with tools for accounting and payroll.
Field service management software is handy for remote management where communication is limited by time zones or distance—it's much easier to do this from one central database than through messages passed along verbally or via emails.
Best field service management software
When evaluating a field service management software solution, many factors must be considered, from how well it integrates with your existing systems to whether it offers the right features for your service management needs.
Here are some of the top field service management software in the market today:
- Facilio
- OntheGo
- Cryotos
- PestPac
- PENTA service management
- Nexterna Clearview
- Synchroteam
- FieldPower
- Hormiga
- Joblogic
1. Facilio
Facilio is a modern, IoT-led, and mobile-first field service management platform that helps businesses deliver a hyper-personalized, real time experience and meet benchmarks for exceptional customer service management. Advanced features, including the dispatch console, attendance tracking, trip management, and timesheet functionality improve operational efficiency.
Facilio key features
Automated work assignments and real time monitoring
Automatically assign preventive maintenance tasks based on service contracts. You can create annual maintenance contract (AMC) agreements and schedule mandatory visits.
You can also assign service engineers for upcoming appointments and keep field engineers in the loop with work order statuses. Using IoT sensors, the platform quickly alerts the service team about critical issues and sets up preventive maintenance schedules.
Self-service portals
Facilio’s field service management platform enables customers to log issues, track requests, and find helpful resources on their own. Thus, they can handle minor issues independently, easing the load on service teams.
Dynamic tracking and communication
Facilio’s field service management system tracks every technician in the field and their current assignments. This lets busy technicians easily reassign work to available colleagues.
It also includes communication dashboards that offer chat, SMS, phone, and email options. These channels help track everything from work order status to contracts, inventory stock, vendors, bills and expenses.
Tracking utility bills
Facilio’s field service management platform integrates with smart meters or IoT devices to automatically capture and record electricity consumption data and accrued costs. This ensures that field service technicians and property managers have real time, accurate data to work with. This efficiency extends to managing maintenance with tenant-related issues and queries.
Surveys and feedback
Facilio offers a personalized survey feature to gather feedback and enhance customer relations. It ensures transparency by providing 24/7 live support through web and mobile platforms.
The platform offers other advanced features that boost operational efficiency, including:
- Dispatch console that helps FM managers efficiently assign and track field tasks, ensuring timely service delivery
- Attendance tracking that allows the manager to keep tabs on technicians’ approved leave and attendance correction requests as per policy
- Trip management that simplifies route planning for field workers, reducing travel time and fuel costs
- Timesheet functionality that automates time tracking for tasks, making it easier for service workers to log hours and for executives to manage labor costs effectively
- Automated quotes and invoices for services and parts that can be edited to match your processes before sharing them with clients.
Why adopt Facilio’s field service management software
- Optimized inventory management: You can generate data-driven incident reports to review historical parts usage over the year. This helps identify low-use inventory, reducing unnecessary stock and static warehouses.
- Performance analytics: Tied to remote monitoring, Facilio automates dispatch tickets based on conditions or alarms, reducing manual operations. Automating dispatch for recurring issues in CRE means faster resolution and less downtime.
- Real-time visibility: You have instant insights into field operations, allowing them to track technician locations and monitor progress.
- Seamless integration: Facilio offers seamless integration capabilities, addressing the challenges of double data entry and ensuring smooth coordination with other systems, such as ERP and accounting systems.
- Boost customer satisfaction: C-level executives can meet SLAs by optimizing scheduling, efficiently allocating tasks, and offering live monitoring of field service operations for increased satisfaction and consistent service delivery.
Case study: Fortes Education improves service quality with Facilio’s FSM
Fortes Education is a leading educational institution in Dubai. Each year, they educate thousands of students across several schools, such as Sunmarke School, Regent International School, and Jumeirah International Nurseries, which also has six nursery locations.
Challenges
Fortes had a few issues with their service operations:
- Not knowing what technicians are up to: Without a clear view of technician activities, they had trouble assigning work order tasks, struggled with resource conflicts, and meeting SLAs.
- Manual handling of service requests and vendors: Doing this by hand led to poor vendor tracking and a decline in service quality.
Solution
Facilio's system gave Fortes the tools to tackle these challenges:
- One place for service requests: Fortes used Facilio’s service portal as a central spot for staff to submit, track, and discuss service requests, making teamwork easier.
- Easier work order management: With Facilio’s field service management software, Fortes set up a smooth system for handling work orders. This included automatic approvals, scheduled task assignments, and live monitoring resources.
- Manage on the go: Facilio's mobile application allowed Fortes' team to handle service technician and vendor tasks from anywhere. They could quickly check work order details, follow instructions, and use checklists and tools on demand.
Impact
Facilio’s integration with Fortes' BMS system to track and improve building performance while providing service solutions.
Facilio equipped them with a library of over 150 customizable reports that offered a tailored view of data, allowing for deeper insights into building performance and service quality.
Best for
Service companies, healthcare and pharmaceuticals, retail, and real estate companies
2. Onthego
onthego is a field service management software for your service teams to plan, assign, track, prioritize, and execute every service activity with agility and confidence.
Easily schedule and track job status, quotations, parts, inventory, AMCs (all materials cost), service reports, invoices, and feedback cost-efficiently with a proven enterprise-scale CRM.
onthego key features
- Task reports detail task time, duration, reports, distance traveled, client OTP confirmation, and managerial comments
- Automates order collection and monitors field executives' activities at outlets
- Design service forms using dynamic form creation, checklists, or standard templates
Best suitable for
Companies in marketing, advertising, sales, IT, and food and beverage industries
3. Cryotos
Cryotos is a cloud-based field service management software that helps companies in healthcare and other industries.
Cryotos CMMS is built for fast-paced environments where healthcare workers, patients, and medical equipment are constantly on the go.
It also helps with regulatory compliance and safety checks, maintenance scheduling, asset tracking, streamlining communication, and more; it helps your teams communicate efficiently.
Cryotos key features
- Automatically updates completed work orders and notifies stakeholders about escalated ones
- With the "Workflow" feature, tailor how complaints are raised, who receives notifications, and decide on asset data entry requirements
Cryotos drawbacks
- Cryotos mobile app occasionally has bugs, particularly affecting iOS functionality. Some features may not work as expected on mobile devices.
- The software cannot mass download service reports in PDF format.
Best suitable for
Ideal for companies in facility management, asset management, manufacturing, oil & gas, food & beverages, hospital & healthcare, transport and logistics, aerospace, heavy industries, and utility
4. PestPac
PestPac, a WorkWave software, is a web-based field service management solution offering unique features to improve productivity, profitability, and quality of customer support.
PestPac provides an integrated suite of software tools to help you manage your customer database, create sales jobs, schedule field service technicians for jobs, track technician activity throughout the day using GPS location tracking data, and keep customer invoices up-to-date with automatic billings on completion of services.
PestPac key features
- Offers reporting capabilities to track and analyze data
- Integration with collections and credit card processing enhances financial management
PestPac drawbacks
- The outdated interface slows down service operations with features like pre-fetching data, batch uploads, continuous backup, and data validation missing.
- Data transfers are limited to one operation at a time.
Best suitable for
Ideal for residential and commercial small to enterprise-level pest control companies
5. PENTA Service Management
PENTA Service Management is a cloud-based FSM that helps businesses manage their field service teams and business operations.
It is available on mobile devices for field technicians, which enables them to access customer information, job details, and other important information. These features make it easier for them to provide better service to customers.
Penta Service Management also offers construction management, service management, multi-company accounting, project management, equipment management, and mobility solutions.
PENTA key features
- Penta offers payroll processing tailored for construction with a keen focus on project accounting and labor distribution
- Service reports can be easily downloaded into Excel.
PENTA drawbacks
- Users can't create custom reports outside of the workbench, heavily relying on the IT department for such tasks
Best suitable for
It is ideal for construction service companies.
6. Nexterna Clearview
Nexterna Clearview is an FSM software that helps service-based businesses manage their operations and activities.
Its features include scheduling and dispatch that integrate maps and GPS, asset tracking that offers automatic warranty entitlement, scheduling with multiple resources, mobile apps for offline access, a web portal for remote access, and more.
The platform also includes advanced reporting capabilities and compliance management tools to streamline regulatory requirements.
Nexterna Clearview key features
- Offers data tracking and report creation for service tasks
- Allows bidirectional interfaces with ERP systems for integration of invoicing and other systems
Nexterna Clearview drawbacks
- Restricted options for compatible mobile devices
Best suitable for
It is ideal for small to mid-sized field service businesses across various industries, focusing on the IT, high-tech, medical, capital equipment/vending, and HVAC sectors.
7. Synchroteam
Synchroteam is a cloud-based FSM software that caters to small businesses and enterprises in the field service industry, including cleaning services, construction, electrical, and HVAC.
Synchroteam features contact management, scheduling and dispatch, and works order management functionalities. The solution also gives dispatchers a real time view of their workers in the field.
Synchroteam key features
- Calendar-style views for easy task management with drag-and-drop capabilities
- Token-based customer portal for secure and flexible sharing of items or groups
Synchroteam drawbacks
- No 2-way integration with Quickbooks
- Unable to schedule multiple visits for a single job
Best suitable for
It is ideal for small—to medium-sized businesses and enterprises in sectors such as HVAC, electrical, inspection, pest control, plumbing, maintenance, scheduling, and security.
8. FieldPower (FSM Grid)
FieldPower, now FSM Grid, is cloud-based field service management software for property management, utilities, energy, and transportation organizations.
FieldPower allows dispatchers to schedule a work order manually, depending on situational needs.
The software offers an easy-to-use mobile app that allows technicians on the job site to document repairs by taking photos of the damage being repaired and attaching them directly to the work order.
With this information, dispatchers can communicate effectively with customers and service contractors using push notifications or text messages and voice calls or emails sent directly from FieldPower's dashboard console (depending on your settings).
FSM Grid key features
- The software provides history and scheduling functions
FSM Grid drawbacks
- The mobile app, crucial for service technicians, needs improvement for better convenience
Best suitable for
It works fine for telecom, medicine, manufacturing, computer and office equipment, energy and utilities, HVAC, and oil and gas companies.
9. Hormiga
Hormiga is a cloud-based field service solution offering a suite of features, including GPS tracking, work order management, scheduling and dispatch, and more.
In addition, the solution provides an app called "BrightWorker" that offers real time updates, automated timelines, alerts, forecasts, and more.
The dashboard shows which workers work, are on break, or idle so managers can identify their top performers and reward punctuality and efficiency.
Hormiga key features
- Hormiga offers flexible routing strategies with its optimization feature, allowing for fixed, dynamic, or hybrid routing options
- Uses smart dispatching for dispatchers to manage routes effectively, assign tasks to drivers, and balance workloads
Best suitable for
It is ideal for large and medium-sized enterprises in industries like logistics, courier services, retail, grocery, and distribution.
10. Joblogic
Joblogic is a field service management solution that connects the back office and mobile workforce with customers.
The system allows users to enable job management and quotes through one platform while also offering tools for completing forms, tracking time, completing risk assessments, and capturing photos.
Joblogic is available for iOS and Android users.
Joblogic key features
- JobLogic helps calculate job costs automatically
- Users can also convert quotes into jobs seamlessly, reducing administrative overhead
Joblogic drawbacks
- Some users may find using Excel more efficient for certain cost line items than the software
Best suitable for
Ideal for any company that employs field operatives for maintenance tasks
Key features to consider in field service management software
These are some common features you should look for in a modern field service management software:
- Field service scheduling chart: Enables you to efficiently plan and organize your field service appointments, tasks and timelines
- Inventory management dashboard: Keeps track of your parts and supplies to maintain an adequate supply of parts and spares needed in the field. Learn more How to Manage Inventory with CMMS
- Workforce management: Allows you to manage your team's schedules, assignments, and performance. Modern field service management software would include performance analytics and skill-matching to assign the right person for the job.
- Work order management: Simplifies creating, assigning, and tracking work orders. Modern field service management software offers customizable templates and mobile access for on-the-spot updates.
- Invoicing, payment, and processing tools: Simplifies billing and payment processes for faster transactions. A good field service management software would integrate with popular payment gateways and automate invoicing for quicker payments.
- Contract management: Stores and manages all your service contracts in one place for easy access and renewal tracking
- Dispatch, vehicle tracking, and logistics: Monitors your vehicles and optimizes routes for efficient service delivery. Modern field service management software provides real time vehicle tracking and route optimization to reduce fuel costs and increase efficiency.
- Customer portals: Provides customers with access to their service history, invoices, and more. Modern field service management software offers a user-friendly portal with self-service options to enhance customer satisfaction.
- E-learning and training resources: Offers online training and resources to keep your team updated and skilled
Suggested read: Tips for intuitively evaluating CMMS software from Investa, one of Australia's largest commercial real estate companies.
Field service management software: Industry use cases & examples
Here are a few examples of industries that can benefit from field service management software:
- Energy sector: Utility companies have to deal with power interruptions, outages, and strict regulations and sustainability targets. With a field service management software, companies can send out engineers and experts quickly for fixes and checks, monitor equipment remotely, and get a clear picture of all resources at hand.
- Public sector: Governments and municipalities can use field service management software to manage public facilities like parks, roads, and buildings.
- Manufacturing: Field service management software tracks when machines need maintenance. For example, if a factory conveyor belt needs regular check-ups, the tool can send alerts to the maintenance team.
- Retail: Tuten Labs, a leading US tech company, helps retail stores reduce energy consumption, emissions, and costs. They use field service management software to ensure a consistent in-store experience. This software allows them to remotely monitor and manage equipment alarms. As a result, they can quickly deploy field staff for on-site maintenance.
- Healthcare: Field service management software assists in managing medical equipment maintenance through asset management, tracking device histories, and assuring code compliance. Biomedical technicians can be alerted early to issues, ensuring patient care isn't disrupted.
Why you need a modern field service management software
O&M teams are evolving to take on more strategic roles, and legacy tools don't support this new direction.
Limitations of legacy field service management software
Interoperability challenges
- Lack of context between FSM and essential FM tools like CMMS and remote monitoring leads to more truck rolls and increased expenses.
- Not connected to the rest of the business—unable to integrate with business tools (Finance, ERP, etc.).
Poor user experience
- Lack intuitive interfaces that work smoothly on mobile devices.
- No provision to add modules based on new use cases, thereby becoming costly and resource-heavy
Generalist approach
- Lack context for specific field service operations
Communication challenges
- Lack of cross-platform compatibility
- Limited communication across data management systems due to proprietary protocols
Workflow inflexibility
- Inflexibility in configuring and automating various workflows
- Challenges in coordinating and assigning multiple technicians to work orders
How modern field service management solutions transform modern businesses
Modern field service management software (FSM) is specialized and enables FMs to customize workflows without altering system fundamentals. It integrates seamlessly with other FM tools, facilitating data sharing across the portfolio.
Improvements brought by modern FSM software include:
Better communication channels
- Links people, processes, and systems, boosting stakeholder engagement at every level
Improves user experience
- Offers a plug-and-play solution that simplifies the initial setup, reducing the time and effort to get started with routine operations
- Easy drag-and-drop interface for quick deployment
Ease of setup and flexibility
- No complex installations and smoother operations
- Adaptable to changing business needs without extensive reconfiguration
Scalability
- Flexible modules and functionalities to suit growing business needs
- Pay only for what you use.
Bridging gaps with Facilio’s connected FSM
Unlike most standalone solutions, Facilio’s FSM, part of the Connected CMMS platform, bridges the gap between field service teams and overall FM operations by unifying data across service management, contractor management, inventory, and financials. This unification enables facility leadership to:
- Minimize expense leaks
- Improve compliance
- Better plan budgets
Current field service management solutions work fine for basic workforce management but cannot handle the challenges of managing multiple sites. This leads to higher costs and less productive time for O&M teams.
Facilio's FSM software, on the other hand, is ideal for multi-site facilities with a large mobile workforce. It improves the speed of resolution and automates processes across other CMMS functions.
Facilio’s connected FSM software also makes use of some features that redefine facility management, including:
- Dispatch console: Streamlines dispatch operations, leading to faster issue resolution and higher first-fix rates.
- Attendance tracking and timesheet functionalities: Ensure optimal resource utilization and accountability.
- Trip management: Simplifies the logistics of field service operations.
With the new FSM app:
- Decision-makers can promptly respond to changing situations, ensuring optimal resource utilization.
- Facility managers can automate dispatch tickets, proactively address faults and minimize manual intervention.
- C-level executives can optimize scheduling, efficient task allocation, and real time monitoring of field service operations, ensuring increased customer satisfaction and delivery consistency.
Trends that will shape field service management in 2024
Here are some notable trends set to shape FSM in 2024 and beyond:
Integration and interoperability:
FSM solutions will increasingly integrate with other facility management tools like CMMS and remote monitoring systems. Improved interoperability will eliminate silos, enabling seamless data exchange across various systems. FSM systems can pull in financial, ERP, and business data, offering a holistic view of operations.
AI and IoT systems
Machine learning algorithms will provide insights into technician performance, allowing for better scheduling and improved service delivery. IoT-centric FSM solutions will support predictive maintenance, minimizing downtime and extending equipment lifespan.
Real time monitoring and decision making
- Advanced dispatch consoles: Automated dispatch tickets will minimize manual intervention and proactively address faults.
- Productivity metrics: FSM solutions will include advanced metrics to measure technician productivity, such as total check-in time versus actual work time.
Mobile, adaptive and automated workforce management
- Mobile FSM apps: Mobile applications will become more sophisticated, offering features like attendance tracking, trip management, and timesheet functionalities.
- Geolocation services: Enhanced geolocation services will improve route optimization and reduce travel time leading to higher first-fix rates.
- Configurable workflows: Future FSM solutions will offer increased flexibility to configure and automate various workflows. This includes coordinating and assigning multiple technicians to a single work order, optimizing task allocation.
- Adaptive Systems: FSM tools will become more adaptive, allowing for quick adjustments to workflows without extensive reconfiguration, thus supporting dynamic business needs.
Closing thoughts
Choosing the right field service management (FSM) software can revolutionize your business by driving critical success metrics. Connected CMMS with advanced field service management capabilities can boost your first fix-rate by providing real-time data and diagnostic tools, enabling your team to resolve issues on the first visit.
It enhances the speed of resolution with automated dispatch, real time tracking, and access to service histories. By streamlining workflows and automating routine tasks, FSM software improves operational efficiency, reduces downtime, and lowers costs. It also ensures compliance with automated tracking and documentation, reducing non-compliance risks and enhancing safety.
By adopting advanced FSM software, you can elevate the overall efficiency of your facility operations, make data-driven decisions, optimize your workforce, and deliver superior service.
Contact us today to learn how Facilio field service management software can help you achieve these success metrics.
