Field service management is a process of assigning the right assets and resources to the right person to streamline field operations and improve customer satisfaction. It helps businesses deliver timely on-site tasks and services by processing job orders and automating scheduling and dispatching.
Field service management (FSM) software helps automate tasks, improve employee and technician productivity, and maintain transparent communications. It automates work order management, real-time communication, and inventory control to enhance work efficiency and customer satisfaction.
Geekflare has researched and compiled a list of the best field service management software based on key features such as real-time tracking, work order management, route optimization, inventory management, and customer communication.
- Housecall Pro – Best for All-in-One Service Automation
- Salesforce – Powerful AI-Driven Field Service Software
- Connecteam – Ideal for Mobile-First Field Teams
- Zuper – Best for Customizable FSM Solutions
- Jobber – Best for Job Scheduling and Invoicing
- Microsoft Dynamics 365 – Inbuilt Remote Monitoring
- Field Promax – Cheap Field Service Software
- Fieldpoint – Manage End-to-end Field Projects
- FieldEdge – Best for HVAC and Plumbing Industry
- Service Fusion – Best for Small to Medium Size Contractors
- ServiceMax – Best to Boost Technician Productivity
- Simpro – Best for Estimating & Quoting
- Field Nation – Best for IT Field Service
- FieldPulse – Best for Small Service Businesses
- BuildOps – Cloud Based Solution for Commercial Contractors
- Workiz – Offers Scheduling, Dispatch, and Billing
- ServiceTitan – Best for Field Service Call Booking
- ServiceTrade – Best for Commercial Service Contractors
- GorillaDesk – Offers Free Training to Get Started
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Housecall Pro
Housecall Pro is an all-in-one field service automation software that helps you run your business efficiently. It streamlines your scheduling processes and ensures that jobs are assigned to the right team using its drag-and-drop feature. It also analyzes workflows and tracks jobs to maximize operational performance.
With Housecall Pro’s cloud-based software, you can perform activities, such as pulling up customer information, directions, and job details from anywhere using smart devices. It allows admins to communicate with teams effectively using its in-app chat features to ensure everything is up-to-date and everyone is in the loop.
Housecall Pro simplifies the invoicing process and allows you to send invoices via email, track payments, and get insights. You can set permissions for your teams to update tasks, process payments, capture signatures, etc., in real-time. It also enhances estimates through customizable templates, price books, and integrations with tools like CompanyCam and Profit Rhino.
Housecall Pro allows teams to update job statuses, add notes or photos, and mark jobs as complete, ensuring a smooth workflow. It also offers employee time and GPS tracking capabilities.
Housecall Pro offers the right tools for HVAC, plumbing, electrical, custom remodeling, pest control, handyman, and other similar field businesses to make your business profitable by saving time and automating tasks. It is only available in Canada and the US, so your business must be located in those regions if you want to use this tool.
Housecall Pro Pricing
Housecall Pro field service management software costs $59/month for one user and includes real-time dispatching, customizable text notifications, easy estimates, paperless invoicing, and more.
Salesforce
Salesforce is a customer-centric and powerful AI-driven field service scheduling software that helps you blend resources, asset data, and customers in a single platform. It liberates your mobile workers and uncovers revenue in field operations using its integrated CRM.
With Salesforce’s field service management software, you can increase fixed time rates, enhance worker productivity, minimize truck rolls, reduce carbon emissions, and decrease employee ramp-up time. It accelerates service delivery, boosts efficiency, and enhances customer expectations by allowing field workers to access customer data, service records, and asset history before every job.
Salesforce provides insights into past customer interactions and equipment maintenance records that help workers prioritize field tasks and meet contract terms. Field service mobile application enables employees and contractors to search external and internal knowledge bases quickly to enhance first-time fix rates.
Salesforce’s multi-modal support enhances onsite knowledge search by combining AI and image recognition. Technicians can use images of issues, like asset model numbers and error codes, for efficient troubleshooting, resulting in intelligent post-work summary reports and improved customer satisfaction.
Improve dispatcher’s productivity using Salesforce’s Dispatch Console. Its powerful scheduling and optimization engine elevates your field operations. You’ll also access resource utilization data in real-time and plan your move accordingly.
Salesforce Pricing
Salesforce field management software starts at $25/user/month for a simple CRM suite and includes case management, customizable dashboards and reports, and a knowledge base.
Connecteam
Connecteam empowers your business with its field service app which is ideal for mobile-first field service teams. It helps you assign your field staff to the right place at the right time using GPS time tracking and ensures your mobile workers deliver top-quality service on time.
Monitor your employees’ live locations and resource usage and assign tasks on the go with customer details. Connecteam provides digital timesheets so that mobile workers can log in and out of work automatically from any location.
With Connecteam, you can schedule and dispatch jobs within minutes by building work schedules for your team and letting them access them on their mobile devices. Add work order information, like tasks and location, so a technician gets to the right location on time.
Assign tasks easily to your teams and track their live progress in the digital workflows. Connecteam allows you to share digital reports, checklists, and forms for technicians to fill out, add images of the asset or model number, and get the customer’s signature on them. This will help you gather useful insights and improve quality control with guidelines and policies.
Connecteam enables you to interact with your team via chat and track who reads your messages. Allow them to share links, shortcuts, images, and files to its in-app assets. Add contact notes to inform your technicians about special customer requests.
Connecteam targets industries like construction, food-beverages, retail, manufacturing, homecare, field services, cleaning services, etc.
Connecteam Pricing
Connecteam offers a free plan for small business teams of up to 10 workers. Its pricing starts at $29/month for the first 30 users and $0.5/month for each additional user.
Zuper
Zuper is one of the best field service management software built to transform your field business and take it to the next level. It automates scheduling, work orders, and dispatching, improving collaboration between your field technicians, customers, and the back office.
Zuper provides customizable field service solutions to streamline operations, reduce costs, and enhance productivity. It offers work order management, field service scheduling, AI-powered dispatching, local intelligence, accurate estimating, and automated invoicing.
With field service automation, you can manage workflows, optimize routes, and access real-time data to boost technician efficiency.
Zuper’s mobile app enables field workers to access customer data, service history, and inventory status to improve first-time fix rates and save time. It also allows them to capture signatures, take photos, generate estimates and invoices, add notes, and collect payments.
Zuper enables industries to leverage field service solutions for their daily operations. Such industries are HVAC, plumbing, facilities maintenance, furniture delivery, electric vehicles, roofing, cleaning, pest control, landscaping, manufacturing, and more.
Zuper Pricing
Zuper offers a free trial to experience the adaptable and user-friendly field service management solution for your business.
Try Zuper
Jobber
Jobber enables you to streamline your workflow, track your success, monitor worker’s performance, and impress your customers with timely service. It offers field service management tools, such as quoting, invoicing, job scheduling, and billing.
You’ll get a centralized place to manage all field operations, from communicating with customers to receiving service visits and payments. Jobber provides automation, collaboration, mobile app, real-time info, and integrations to manage everything easily.
Jobber makes scheduling and tracking super easy by using a calendar, assigning tasks to the right technician, and sharing the details with the team and customers in a single platform. Technicians can generate accurate invoices with a single click and offer payment options to speed up payment collection.
Send automated emails and SMS to keep your customers updated on the progress. Jobber provides a complete overview of the field service workflow to determine how your business performs and take proper action to run your business smoothly.
Jobber serves many industries, such as appliance repair, carpet cleaning, electrical contracting, plumbing, pressure washing, tree care, painting, and more. It primarily targets the North American market, but its support for multiple global languages makes it accessible worldwide.
Jobber Pricing
Jobber field service management solution costs $16/month and includes online booking and job scheduling, access to the app marketplace, reporting, and more.
Microsoft Dynamics 365
Microsoft Dynamics 365 helps you move from reactive to proactive services with its all-in-one field service management solutions. It has built-in intelligence, mixed reality, and remote monitoring functionality to optimize your business operations.
Dynamics 365 streamlines scheduling, automates work orders, and stores work history to maximize efficiency. Mixed reality enables field technicians to solve problems faster. They can also access product diagrams, stored data, and other essential information to troubleshoot quickly and collaborate with the team members instantly.
Gain visibility into your booking in real-time, automate communication, and keep customers in the loop by sharing every detail they need during the service. You can also provide post-engagement surveys to seek feedback on your services.
With Dynamics 365, you can deliver exceptional service and transform your service operations with the Internet of Things (IoT) and generative AI. Industries like manufacturing, professional services, IT services and consulting, architectural planning, etc., often use Dynamics 365 for their daily field operations.
Microsoft Dynamics 365 Pricing
Microsoft Dynamics 365 offers two pricing options: $50/user/month for assigning and managing external frontline technicians and $95/user/month for full field service management with step-by-step guides and expert support.
Field Promax
Field Promax is a dynamic field service management platform that automates field service operations and grows your business. It streamlines dispatching, tracking, invoicing, and scheduling for improved customer experiences.
With Field Promax, you never miss any appointments. Assign jobs to the right person and share real-time updates with technicians to reach the right place at the right time. It offers GPS-integrated time cards to avoid overbooked slots and ensure accountability and accuracy.
Field Promax is easy to set up and integrate with your existing systems. Its mobile app enables you to run your business from anywhere. You’ll get features like equipment tracking, customer management, reports and dashboards, invoicing and estimation, Xero and QuickBooks integration, and more.
Field Promax field service software targets property management, HVAC, access control systems, electrical industries, chimney sweeps, lawn care, traffic control, snow removal, and more.
Field Promax Pricing
The price starts at $49/month for one user with limited features, such as job details and attachments, scheduling, customer manager, customer hub, and more.
Fieldpoint
Fieldpoint is adaptive field service software that manages end-to-end field projects to fit your unique needs. It has tailored solutions for growing commercial contractors, from fixing issues to managing projects. It offers feature-rich solutions, such as order management, scheduling and dispatch, contract management, quotation management, projects and job costing, business intelligence, and more.
Fieldpoint’s mobile app and scheduling capabilities enable you to equip your technicians with the right tools and information at the right time, leading to customer satisfaction and business success. Get complete visibility into all your tasks, whether recurring maintenance, complex installations, or one-off repairs, and manage in a single platform.
Integrates Fieldpoint with your current accounting and ERP systems for easy, accurate reporting and invoicing. Track finances, project costs, inventory, and more while connecting your service operations. Its subcontractor software helps manage third-party vendors, and features like equipment management, mobile checklists, and resource routing streamline workflows.
Based on your chosen licensing model, deploy the field service management software on-premise or in a hosted environment.
Fieldpoint Pricing
Schedule a demo with their expert and choose your industry to get a complete demo of the product and the quote.
FieldEdge
FieldEdge is an all-in-one field service management platform that streamlines operations, boosts profitability, and helps complete field jobs faster. It provides insights into finances, staff performance, lead conversion, and more.
FieldEdge offers a customizable price book with good, better, and best options, helping build trust and boost sales. It also provides quoting and invoicing tools, enabling technicians to collect payments after job completion. Your team can schedule, dispatch, and track work orders on a single screen.
FieldEdge integrates with QuickBooks to sync your office and field and automate workflows. It offers end-to-end software solutions for contractors, such as FieldEdge desktop, mobile, payments, and flat rate options.
FieldEdge has a smart dispatch board with high-end GPS functionality to enable your team to assign, deploy efficiently, and track jobs with easy location tracking and smart servicing. It targets industries like electrician software, locksmith software, and appliance repair shops. It’s best for the HVAC and plumbing industry.
FieldEdge Pricing
FieldEdge’s pricing is tailored for every type of business. View the comparison between the plans, choose the best one for your business, and request their team for pricing.
Service Fusion
Service Fusion offers field service management tools for small to mid-size contractors, enhancing operations with features like real-time GPS fleet tracking, professional quoting, invoicing, and payment processing. It offers customer contact management, service location management, and referral tracking.
Service Fusion lets you manage field technicians from your mobile device and service estimates on the go. It enables your technicians to take eSign from customers after completing the service, provide invoices, and receive payments.
Service Fusion helps manage estimates and jobs efficiently by allowing teams to view all jobs in one window, schedule on-site visits, and prioritize work orders. Its features include drag-and-drop scheduling and real-time communication with technicians via calls, texts, and email.
Service Fusion Pricing
Service Fusion field service management software starts at $192/month for unlimited users and includes QuickBooks integration, scheduling and dispatching, payment processing, reporting, project management, and more.
ServiceMax
ServiceMax by PTC is a cloud-based field service management solution for asset-centric industries, including medical device manufacturing, equipment dealers, oil and gas, mining, rail transportation, high-tech manufacturing, and more.
ServiceMax offers mobile tools to view metrics for confident decision-making and generate estimates, invoices, parts availability, etc., from anywhere. The technician will receive information like work orders, routing, location, and asset lists directly in their mobile app.
ServiceMax offers a feature-rich platform for your service business, such as remote triage base management, proactive maintenance, parts and returns management, contractor management, customer self-service options, and more. You’ll also get field service analytics and a service flow manager to streamline your workflow and make informed decisions.
ServiceMax Go is highly configurable and gives access to collaboration, checklists, parts search, knowledge base, asset database, IoT diagnostics, and more. You’ll get a real-time and secure communication solution that connects mobile workers with the expertise and knowledge to drive results.
Technicians can communicate with experts using various methods such as group messages, 1:1 chats, video calls, and broadcasts. Additionally, dispatchers and planners can access features like advanced search, personalized views, project scheduling, shift management, map layers, and crew management.
ServiceMax Pricing
ServiceMax offers a tailored pricing structure for businesses. Fill out the form, view the live demo, and choose the plan that best suits your needs.
Simpro
Simpro allows you to manage quoting, invoicing, and scheduling from the office, field, or home. Use its mobile add-on to streamline your work between the field and the office. It is best for estimating and quoting as it calculates material, labor, travel, and other overhead costs with details for customers to understand and pay the amount without friction.
Technicians can use a mobile app to add notes and communicate with office staff through SMS or voice calls. Simpro enables precise quote creation by extracting prices from catalogs, offering a customized format for auto-populating details to send to customers.
Simpro streamlines orders by providing an accurate inventory picture to allocate materials and create a purchase order for the service. Assign the right technician for the job at the right time by checking which field worker is available at what time to take work orders. It calculates the distance between the technician and the job site to assign the closest available staff.
Manage your finances with detailed reports overviewing your profit and loss, how your business is performing, and other important information. You can also run labor and workforce reports to view staff performance and licensing status with the contractors. Simpro’s BI reporting tool lets you pull data based on a particular SQL series and generate reports.
Simpro Pricing
Simpro offers three pricing tiers with software add-ons like data feeds and digital forms. You can request the pricing by giving your industry details.
Field Nation
Field Nation is a field service management marketplace for IT field service that connects skilled technicians with industries for the right work at the right time. It allows companies to find, hire, and manage technicians for tasks such as IT support, installations, and repairs.
Field Nation allows you to send job details to its marketplace of technicians, where you can create the work order, approve it, and finish the work on time. You’ll get the option to select qualified professionals by using a filter based on location, project specs, custom site, demand skill sets, and more.
You can improve business outcomes and eliminate site revisit times with real-time visibility into the work. Respond to customers quickly, knowing you’ll get a skilled technician from Field Nation to complete the work order. You’ll have complete control over the pay rates, realizing you’re saving on labor costs.
As the work level fluctuates, you can flex labor down or up according to the customer’s expectations while ensuring quality. Field Nation targets services like point-of-sale, networking, security, cabling, computers and printers, and digital signage.
Field Nation Pricing
Field Nation offers a subscription-based pricing model so that businesses with a high volume of monthly work can get volume-based discounts. Add your business details and get the pricing.
FieldPulse
FieldPulse is a powerful field service management software backed by extensive support from experts. It has features like scheduling, dispatch, GPS tracking, job management, invoicing, CRM, project management, estimates, and more. It is best for small service businesses that require more features and benefits from a single platform.
With the right information, you can manage timely customer service and maximize the capacity and productivity of technicians. FieldPulse allows your technicians to generate proposals and invoices with accurate data and send them to customers with one click. You can also track and manage customers’ service records from the integrated CRM.
FieldPulse provides an integrated field service app for office staff to schedule and manage work orders. Technicians can access customer details, including location, availability, and service history, improving productivity. Field workers can also use price books for on-site sales and input data into the CRM for customer prioritization.
Track worker’s performance by measuring KPIs using integrated analytics. You’ll also get features like supplier invoices, review management, user permissions, a booking portal, subtasks, recurring work orders, and more.
FieldPulse Pricing
Get customized pricing details directly in your inbox. FieldPulse pricing includes tailored workflows, personalized support, quick onboarding, and optional add-ons like a price book, phone system, PDF form filler, and dynamic proposals.
BuildOps
BuildOPs is an all-in-one cloud-based field service management platform built especially for commercial contractors. Its reporting and CRM tool provides service records, customer information, and features like service management, proposal generation, estimating, mobile surveying, and more.
For the mechanical service business, BuildOPs offers CRM+ to streamline processes and sales cycles, enhancing productivity and reducing administrative time. Track technician activity and performance and make data-backed decisions. Allow your field workers to attach photos, PDFs, custom forms, and videos to the invoices and quotes before sending them to customers.
BuildOps automates the complete process of work orders, invoices, customer data, project KPIs, etc. You’ll get smart scheduling and dispatching, a mobile-friendly app, customer and asset management, and more.
With accounting and QuickBooks integration, you can manage your finances more efficiently. Other features like time tracking, construction reporting, construction ERP, and more help you manage and track technicians’ work. It focuses on electrical, plumbing, refrigeration, fire safety, and HVAC industries.
BuildOPs Pricing
BuildOPs offers a free demo to show how the platform works in real-time. Request them to receive tailored pricing based on your business needs.
Workiz
Workiz is a leading field service management software that offers scheduling, dispatching, and billing from a single platform. It offers lead management, custom job and client fields, inventory management, ad tracking, invoicing, estimates, subcontractor management, and analytics.
Workiz integrates with Angi, Thumbtack, and QuickBooks to increase your revenue and manage your finances. Your customers can directly book services online using the platform. You can also send them sales proposals, payment methods, and more to close deals faster.
Get more features like a mobile app, advanced permissions, call masking, field-friendly payments, commission management, service areas, and location tracking. Workiz targets HVAC, junk removal, electrician, locksmith, garage door repair and installment, chimney sweep, lawn care, towing, restoration, roofing, and appliance repair.
Workiz Pricing
Workiz comes free for two members which is a starter kit for small firms. The starting price of Workiz field service management software is $198/month where you’ll get Workiz genius AI to automate your work.
ServiceTitan
ServiceTitan is an all-in-one cloud-based software designed for commercial and home contractors to run their service business smoothly. It offers tools for job costing, inventory management, performance reporting, and more to help businesses optimize workflows and boost profitability.
ServiceTitan provides essential features such as 2-way SMS, automated alerts, GPS tracking, and automated timesheets to boost your business and enhance customer experiences. Additionally, it offers tools like pricebook, forms, tech tracking, reporting and dashboards, job costing, scheduling, dispatch, and a field mobile app.
ServiceTitan focuses on services like roofing, septic, security, painting, pest control, landscape, commercial cleaning, chimney sweep, and more.
ServiceTitan Pricing
Fill in some basic details and let ServiceTitan experts show you the live product demo. Get the pricing data according to your requirements.
ServiceTrade
ServiceTrade is an end-to-end sales, service, and project platform used by commercial service contractors for field service works. It helps businesses improve their operational efficiency in inspection and maintenance work, simplify customer management, and dispatch important service calls.
Equip field technicians with the right technology to manage schedules and finish work quickly. ServiceTrade provides them with equipment service history, inspection reports, repair documentation, tasking checklists, etc., enabling them to offer exceptional customer services.
ServiceTrade’s integrated CRM helps improve field services by managing sales funnels, sending reminders, delivering documents, and creating professional quotes, which enhances technician productivity and fosters customer loyalty through clear communication.
ServiceTarget focuses on industries like mechanical service, fire protection, commercial HVAC, kitchen exhaust cleaning, and more.
ServiceTarget Pricing
ServiceTarget offers three pricing tiers; contact their team to get the details.
GorillaDesk
GorillaDesk is powerful field service management software designed for small to medium-sized businesses, particularly in the pest control, lawn care, and HVAC industries. It provides free training to help you get started and includes features such as dynamic estimates, smart views, enhanced follow-ups, opportunity pipelines, and reporting.
With GorillaDesk subscription billing and custom estimates, you easily connect with your potential customers and show them the value you provide with your doorstep services. It organizes your field and office operations to save time and shift focus to essential business aspects.
Send quotes quickly and onboard new customers with the GorillaDesk. It lets you schedule and dispatch jobs, track exact locations, send estimates and invoices, and receive payments. It allows customers to sign documents on-site and provides a communication portal for enhanced service.
For business owners, GorillaDesk provides various functionalities like review generation, document library, API integration, and VOIP and SMS. For admins, it offers CRM, route optimization, invoicing and billing, and more. For technicians, it provides a mobile app, GPS tracking, quotes and estimates, and material tracking.
GorillaDesk Pricing
GorillaDesk pricing is flexible for different industries. Choose the number of route(s) you use and select the plan suitable for your business. The starting price for deploying the software solution is $49/month for a single route.
What Is Field Service Management Software?
Field Service Management (FSM) software helps businesses manage and optimize their field operations, such as dispatching, scheduling, and tracking mobile workforce activities, in real-time from a single interface. It enhances efficiency with features such as route optimization, customer management, and work order processing.
FSM also provides analytics for performance insights and customer feedback, supporting better decision-making. It also helps efficiently manage assets, time, and workflows, ultimately enhancing customer satisfaction. It is commonly used in industries like utilities, telecommunications, and maintenance services to streamline field operations.
What Are the Benefits of Field Service Management Software for Businesses?
The benefits of field service management software are as follows:
Improved Customer Experience
Field service management software improves customer experiences by enabling businesses to resolve customer requests on time, send them a quote that makes sense, reach their location on time, perform tasks effectively, and generate an invoice with full transparency. This will enhance your brand’s image before your customers, encouraging them to keep coming back for more services.
Increased Productivity
Field service management software boosts field workers’ productivity by providing easy-to-use tools and mobile applications that give technicians access to vital information like warranties, contracts, and work history, allowing them to complete jobs efficiently.
Better Communication
Field service management software facilitates communication and coordination with teams and customers by sending appointment updates, assigning field workers, and providing important service details to ensure transparency and keep customers informed throughout the process.
Improved Visibility
Field service management software offers deeper, real-time visibility into work orders, service history, job progress, job statuses, the performance of field workers, and more. For example, GPS-enabled tracking allows businesses to view the technician’s activity and location directly from their desk.
Better Resource Management
Field service management software analyzes data on resources and assets to assign the most suitable technicians and resources for specific jobs based on expertise, availability, and customer needs.
Paperless Business Management
A paperless business means a company manages all its work digitally and processes everything, from work schedules to digital invoices, via digital devices. Field service management software helps your business go digital and save time and cost while improving productivity and security.
Empowered Technicians
When your technicians have the right information and resources, they can finish their jobs on time and with accuracy. Field service management software supports technicians by helping them coordinate with the office staff via SMS or voice call and provide the best service to the customers.
Fewer Attendance Errors
Field service management software simplifies and automates the process so there are fewer chances of attendance errors, such as inaccurate timekeeping, tracking of meal breaks, confusing leaves, typos, etc. It also provides a geo-tracking feature to track the actual presence of employees and their activities accurately.
Common Challenges of FSM Software
The common challenges of field service management (FSM) software are:
- Security concerns: FSM software stores sensitive information like customer details, payment details, employee details, etc. Field workers also access customer details from outside of the office, which can be a concern in terms of security and privacy.
- Compatibility with existing systems: While integrating FSM software with your existing CRM and ERP systems, some errors or compatibility issues can occur, leading to inefficiencies and data silos.
- Cancellation and refund management: Managing refunds and cancellations using the software is a challenge. You can only rely on the field workers or the device to discuss and resolve these issues.
- Customer payment management: Software sometimes glitches, leading to errors in invoices, payment systems, transactions, cash flow, etc.
- Expectations vs. functionality: No FSM software is 100% perfect so you’ll see a gap between expectations with features and their real functionality. This might require you to buy additional subscriptions or customizations.
- Automated notifications for cancellations or refunds: Automated notifications must be timely, accurate, and clear so that customers can understand the reason for the cancellation or a refund. If it is poorly configured, customers will face difficulties and you might lose them.
What Is the Difference Between Field Service Management and CRM?
| Field Service Management (FSM) | Customer Relationship Management (CRM) |
|---|---|
| FSM helps organizations manage their field operations, including scheduling, dispatching, and tracking technicians. | CRM helps businesses manage interactions and relationships with current and potential customers. |
| It focuses on improving the operational efficiency of a business by scheduling and dispatching work on time and generating estimates and invoices with transparency. | CRM software is specially designed for managing customer relationships by streamlining business resources, procedures, and methods around the customer’s needs. |
| It includes functionality like task management, order management, payroll management, auto-generated reports, auto-generated estimates and invoices, and more. | It includes functionality like contact management, workflow automation, marketing automation, customization, pipeline management, mobile CRM, lead management, and more. |
| It helps in monitoring field worker’s performance by overviewing their activities and customer feedback. | It helps in managing the complete sales cycle of a customer by integrating contact and sales management systems. |
| FSM is for service-oriented businesses where you need to manage field schedules and work orders. | CRM is for product-oriented businesses where you need to manage customer relationships, track sales data, contact info, and more. |
What Is the Difference Between Customer Service and Field Service?
| Customer Service | Field Service |
|---|---|
| Support is provided to customers via phone, email, or chat. | Field service provides customer service only at the customer site. |
| It appoints a dedicated team to respond to customer’s concerns via SMS, chat, or live call. | It appoints field service operators that support asset and customer management outside of the company. |
| It includes ticket management, streamlining operations, etc. | It includes asset and resource management, scheduling and dispatching of work orders, and more. |
| Customer service experts share product information, address issues, provide support, and more. | Field service worker’s responsibility involves repairs, on-site installation, technical diagnostics, maintenance, and more. |
| It requires people with strong communication, empathy, product knowledge, and problem-solving capabilities. | It requires a person with technical expertise, interpersonal skills, physical endurance, and knowledge. |
| The tools used are CRM systems, knowledge bases, customer service software, helpdesk software, etc. | The tools used are technical equipment, field service management software, diagnostic tools, resources and asset management tools, GPS trackers, etc. |
More to Manage Field Operation Business
- Best HVAC Software
- Best GPS Fleet Tracking Software