Field Service Management Software: The Complete Guide

Field service management (FSM) software helps businesses manage and streamline their field service operations. It enables resource allocation, real-time communications and reporting to improve efficiency and customer experience.

Our research shows that 74% of mobile workers say that customer expectations are higher than they used to be and 73% say customers expect a personal touch more than they used to. The right field service management software can efficiently and cost-effectively deliver the experience customers expect.

Here, we’ll dig into what FSM software is and how it can make a difference in field service management.

• What is field service management (FSM) software?
• Key features of field service management software
• Benefits of implementing field service management software
• Field service management software pricing
• How to choose the best field service management software

Field service management (FSM) software is a digital tool used by companies to manage and optimise their field operations. The software includes features for scheduling, dispatching, real-time tracking, asset management, route optimisation, customer communication and more.

FSM enhances efficiency by automating manual tasks and providing real-time insights, leading to better resource allocation and faster service delivery. Many industries use field service management software, including: utilities, telecommunications, manufacturing, public sector, healthcare and more.

While field service management software and enterprise resource planning (ERP) software can work together, they’re not the same. FSM software is specialised for managing field service operations. ERP software helps manage an organisation’s overall resources: finance, HR, supply chain, procurement and more. Your company can integrate FSM with ERP to create seamless workflows between field service and other business functions.

Field service management software, like Salesforce Field Service, offers a range of features that help businesses manage their teams, streamline workflows and improve service delivery.

Here are some key features to look for:

1. AI-powered scheduling and dispatch management: AI-powered scheduling and dispatch management optimise field service operations by intelligently assigning the right technicians based on skills, tools, location and availability. Agentforce for Dispatchers helps to streamline scheduling and exception handling, improving efficiency, reducing response time and minimising human error. These features also adapt in real-time, dynamically adjusting schedules and dispatches based on new data or changes in service needs.
2. Mobile app: A mobile app for field service gives technicians instant access to client information, job specifics and equipment history in real time. A technician can check their app for pre-work guidance, including asset maintenance history and previous service interactions, allowing them to arrive fully prepared to tackle the job. Salesforce’s Field Service mobile app includes off-line features that allow technicians to communicate with the back office and access knowledge base articles, even in areas with limited Internet access. This ensures work can continue uninterrupted.
3. Route optimisation and GPS tracking: Route optimisation helps businesses improve efficiency by suggesting the fastest and most fuel-efficient routes. Dispatchers can monitor technician locations in real time, making adjustments as needed. If a technician is delayed because of traffic, the system can reroute them to minimise delays and notify the customer of updated arrival times.
4. Automated invoicing: Instead of manually creating invoices, field service invoicing software makes it easy to generate accurate and professional invoices quickly. Technicians can generate invoices directly from their mobile devices and capture signatures on-site, helping to put a stop to chasing payments.
5. Work order management: FSM software with work order management allows businesses to track job progress from start to finish, ensuring technicians have the right tools, parts and information. Real-time updates keep everyone informed and on schedule. When a technician updates a work order on-site, the back office instantly receives the update.
6. Customer communication and notifications: The system sends automatic updates to keep customers in the loop throughout the service process, including appointment reminders and live technician location tracking with Appointment Assistant. This feature improves transparency and minimises uncertainty.
7. Inventory and asset management: Real-time access inventory levels ensures technicians have the right parts before heading to a job. Asset service management tools help field service teams track, maintain and optimise the performance of physical assets, ensuring service reliability and reducing downtime.
8. Intelligence and analytics: Field service intelligence lets organisations make quicker, more informed decisions by integrating data from any system and offering insights through pre-built analytics dashboards. Real-time reporting helps companies track field service metrics like first-time fix rate, jobs per day and asset availability to improve field operations. With forecasting and optimisation, your business can assess real-time impacts on travel time and resources and instantly view changes in KPIs when adjusting scheduling policies.

Field service management software offers several benefits that help teams deliver quality work the first time, including:

1. Technician productivity: Field service management software helps technicians work more effectively at every step. It gives them key information before they arrive, guides them through the job and simplifies reporting when they're finished. With route optimisation, technicians spend less time on the road — freeing them up to help more customers and supporting field service sustainability.
2. Operational costs: Field service management software helps reduce operational costs by automating scheduling, dispatching and inventory management. For example, tracking technician availability and proximity helps dispatchers assign jobs efficiently and reduce vehicle mileage. Accurate time tracking also helps businesses avoid overstaffing and reduce overtime expenses.
3. Customer satisfaction: Field service management software helps improve customer satisfaction by providing fast, complete service by making sure the right technician is sent — every time. It keeps customers informed with real-time updates, such as notifications tracking a technician's arrival with Appointment Assistant. This reduces frustration and gives customers peace of mind.
4. First-time fix rates: FSM software improves first-time fix rates by providing technicians with detailed job information before they arrive on-site. It also ensures that technicians have the right tools, parts and skills for the task by optimising resource allocation. Real-time communication features allow technicians to consult with experts via Visual Remote Assistant or access knowledge articles, reducing the need for follow-up visits.
5. Resource management: FSM software supports resource management by providing real-time visibility into technician availability, skills and location, making sure that the right resources are assigned to the right jobs. It helps optimise asset service management by tracking parts and tools, ensuring necessary resources are available when needed. FSM software improves workforce efficiency by automating scheduling, reducing downtime and improving overall resource usage.
6. Team communication: Field service management software keeps technicians, dispatchers and managers stay on the same page in real time. Mobile workers can instantly share job statuses with Slack for Field Service. Similarly, dispatchers and managers can provide timely information to technicians. This streamlined process reduces delays, prevents miscommunication and improves overall service efficiency.

Pricing for field service management software can vary based on the features, user roles and customisation your business requires. The following are common field service pricing models and factors.

Several factors influence the pricing of field service management software. These include the size of your field team, the number of users (dispatchers, technicians and contractors) and the complexity of scheduling, work order management and real-time tracking. The cost may also depend on how well the software connects with your current customer relationship management (CRM) software or ERP system. Let's look at different pricing models:

Per-user pricing: One common pricing model is per-user pricing, where the provider charges a fee for each user, whether it's a dispatcher, technician or contractor. This model offers a predictable cost structure for budgeting fixed expenses.

Subscription-based pricing (monthly or annual): Most field service management solutions are offered on a subscription basis, either per month or every year. This model provides flexibility to scale usage up or down as needed. It's also helpful for companies looking to spread out costs over time.

Role-based pricing: Some providers offer role-based pricing, where costs vary depending on the specific user role. For example, dispatchers and technicians may have different pricing tiers based on the complexity of their tasks.

High-end pricing for advanced features: For businesses that require more advanced tools, higher-end pricing tiers are available. These packages are designed for organisations looking to enhance productivity and offer innovative customer experiences.

Follow these steps to choose the best field service management software for your organisation:

1. Identify your business needs: Determine the main areas you want to address, such as scheduling, dispatching, asset service management and route optimisation. Make sure that you consider industry-specific needs and compliance requirements.
   Example: A water utility company might want to use FSM software with AI to improve scheduling for field service technicians, monitor equipment in remote locations and ensure compliance with environmental regulations.
2. Ease of integration: Ensure the FSM software integrates seamlessly with your existing systems, such as CRM, ERP and 3rd party data lakes. billing. This will help to enhance data flow across your organisation and let you avoid data entry.
   Example: A telecommunications provider might want an FSM solution that can integrate with their CRM and 3rd party lakes to provide obile workers with real-time access to critical information such as service history, knowledge base articles and asset warranty and entitlements while on site.
3. Features and scalability: Look for features like real-time tracking, mobile support, reporting and analytics. Make sure the software can grow with your business, accommodating an expanding workforce and increasing operational complexity.
   Example: A growing HVAC company might prioritise analytics to help improve decision-making as they look to expand their operations and take on more work without slowing down or compromising customer service experience.
4. User-friendliness: Choose FSM software that is intuitive for both mobile workers and office staff. A complicated interface can affect productivity and frustrate your team.
   Example: A medical equipment servicing company might want easy-to-use FSM software that enables mobile technicians working in hospitals to quickly access work orders and equipment history without the need for extensive training.
5. Customisation and flexibility: Ensure the FSM software can be tailored to fit your unique workflows, allowing for adjustments as your business evolves.
   Example: An oil and gas service provider might need field service software that can provide automated workflows that can be customised for managing remote asset inspections, regulatory reporting and safety checks.
6. Customer support and training: Check the level of customer support provided and the availability of onboarding and training resources to help your team get up to speed.
   Example: A construction equipment rental company might want a solution with 24/7 customer support and training for both field service and back-office users, ensuring system proficiency and reducing downtime during the transition.
7. Cost and ROI: Compare pricing models (subscription vs. one-time payment) and evaluate the return on investment (ROI). Consider whether the software will reduce inefficiencies, increase customer satisfaction or enhance technician productivity over time.
   Example: A small plumbing business might want a subscription-based field service management software solution that reduces dispatching and invoicing time, leading to an ROI within a few months through faster first-time fix rates and improved customer satisfaction.
8. Reviews and recommendations: Check user reviews and case studies to see how the software performs in real-world situations. Consider getting recommendations from peers in your industry.
   Example: A facilities management company checks out field service management software reviews on G2, and based on positive feedback, they choose a solution known for helping to provide an excellent customer experience.

With the right field service management software in place, you'll have the tools to improve service delivery and customer experience. Ready to get started with Salesforce Field Service?