Home » What Is Field Service Management Software (FSM) And How Does It Work?

What Is Field Service Management Software (FSM) And How Does It Work?

by Julia
fsm software

By recording requests, managing people, and retaining insight into operations, field service management software (FSM software) assists businesses in providing successful onsite support. The following are some of the most common features of field service management software.

  • Management of work orders
  • Inventory control is important.
  • Dispatch
  • Scheduling
  • Tracking of the fleet
  • Analytics and reporting.

These capabilities allow the home office to communicate with warehouse and field technicians, saving time and money while speeding up transactions. The program improves field service automation (FSA) by automating operations like scheduling, dispatching, and skills matching in the office.

There are three major issues that field service management firms face:

  • Communications that are fragmented
  • Overburdened
  • Technicians that aren’t well-versed in their field

When implemented correctly, field service management solutions address all of these difficulties. This article provides an overview of the industry as well as the benefits and features that FSM software should provide.

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Market for Field Service Management Software (FSM)

As the industry grows over the next several years, field service management software suppliers who provide cloud solutions and cater to worldwide clients will likely experience the most growth. We may also expect FSM enterprises to migrate away from sales and operations software such as CRM and ERP and toward FSM software with the specific capabilities that best suit this burgeoning market.

CRM and ERP systems have historically failed to meet the specific demands of the field service business. Because these systems lacked the potential to automate field service operations, boost productivity, and offer visibility into day-to-day activities, FSM technology was developed. These features fill in the blanks:

  • Complex dispatching and scheduling
  • Inventory control from afar
  • Management of customers and job orders
  • Tracking and performance

FSM software market growth is fueled by rapid adoption by enterprises of all sizes and across a wide range of sectors. The adoption of the technology has been spurred by a mix of more automation, cheaper pricing, and increased mobility. Companies that wait too long to install the software will eventually face delays and administrative bottlenecks, which will put them at a disadvantage.

Customers like FSM software and reward organisations that use it with recurring business. Companies that employ field service management systems find that they have lower wait times, greater customer service, and faster project completion. Customers have come to demand superior service from businesses across the board. Companies have responded by requesting real-time tracking, robust cooperation between office and field personnel, and other tools and innovations that enable professionals to do their jobs without delay or interruption – all at a reasonable cost.

Advantages and features of Field Service Management Software

Customer satisfaction and loyalty are heavily influenced by successful field service management operations. Field service organisations may utilise these systems to communicate with personnel in the field, handle work orders electronically, organise and balance warehouse inventories, and more. These management systems allow technicians to spend more time with clients, reduce back and forth between the site and the office, and accelerate delivery and payment times. To gain these benefits, look for these capabilities in your field service management software solutions.

Service and experience with customers

Improving your customer experience has a direct impact on the lifetime value and revenue of your customers. A field service management system not only improves scheduling and dispatching accuracy, but it also speeds up the processing of quotations and work orders between technicians and the home office.

Prior to today’s fully integrated mobile field service software, the technician or company representative in the field operated alone and had little regular connection with the home office, which coordinated projects, parts, available personnel, and payments. The technician would have to phone in to request a component from the warehouse. Coordination of an early arrival to the next task if a project was completed early was laborious and time-consuming.

No matter where the project site was, technicians had to check in to the office every morning and afternoon to pick up work orders and file paperwork. Customers faced longer wait times, more vehicle maintenance expenses, and a higher risk of human error as a result of all of this back and forth. Customer satisfaction may improve if any of these issues are addressed.

Modern field service management allows for seamless technician-to-office communication through mobile apps that manage electronic work orders, automatic dispatch, and optimised scheduling. In addition, these applications give real-time updates to inventory management systems, allowing technicians to request components rather than dash to the warehouse. Streamlining administrative operations in the field and in the office allows personnel to provide prompt and helpful service with fewer delays and more client satisfaction.


Inventory management software has progressed a long way since spreadsheets and 3 a.m. physical stock counts. Companies may better manage their material assets and run leaner warehouses by using barcodes, scanners, RFID tags, and Internet of Things (IoT)-connected devices.

So, how does all of this innovation affect the software of a field service company? A real-time picture of the company’s existing and on-order inventory allows technicians to estimate the time it will take to finish a job, cut down on visits to and from the warehouse, and even have a supply of often used components on hand.

Field service firms can eliminate warehouse stores thanks to inventory control capabilities in FSM software. Field service management can give critical information on the components that need to be refilled the most frequently, those that are idle on the shelf, and those that are always in short supply. Through more educated ordering, these data points cut inventory and warehousing expenses.

Make the switch to preventative maintenance

The shift from reactive to preventive maintenance, spurred by the program’s analytic capabilities and the abundance of data from connected devices and IoT goods, is one of the most interesting developments pushed by FSM software. The service firm can obtain input regarding a machine’s working systems by using IoT-connected gadgets. The program then uses machine learning to gain a better understanding of the machine’s state and can notify the service provider of any possible performance risks.

This technology may extend to IoT-connected private and industrial HVAC, medical equipment in hospitals and private offices, and any other mechanical, internet-connected item utilized by a service business, in addition to guaranteeing that the service firm’s cars stay in top form. The firm can fix or replace parts before they break since they receive alerts of possible faults, rather than waiting until the equipment has an emergency.

Across the service industry, these advances are driving the shift from emergency repair to just-in-time maintenance. Customers no longer have to wait in a hot workplace with a malfunctioning air conditioning system or delay a critical medical operation due to mechanical failure. Companies that provide services spend less time responding to emergencies and more time delivering services that improve their customers’ experiences. Preventative maintenance subscription services may also help service organizations boost profit margins and monthly recurring income.

Management of work orders

Since their inception, work orders have been both the lifeblood and the stumbling block for service businesses. Work orders are used to transmit task information and billing between technicians, office personnel, and clients, but they are notoriously inaccurate, as are most paper file systems. Work orders can pile up, become misplaced, or go unfulfilled without a well-organized file system.

Work order software is a component of ERP software that allows users to generate, allocate, and track maintenance work orders throughout a business. Work order management is a function included in many field service management packages.

By digitizing the whole system, FSM software overcomes many of the challenges that businesses have with paperwork orders. New work orders may be simply created, and current digital work orders can be rapidly searched by my office and technical employees. Automation makes the work order process even easier by delivering completed work orders straight to invoicing or the customer, and assigning the correct experts to the proper job with a few clicks of a button.

Digital work orders not only clear up a lot of the clutter on the office desk but also help technicians and office staff operate more efficiently. Automatic transfers transmit a work order to a technician on the go, eliminating the need for the technician to physically check-in at the office. Once the task is completed, the technician may continue on to the next assignment without pausing to drop off paperwork.

Dispatch and scheduling

You may have noticed that your HVAC service is no longer taking hours to arrive, and your cable man is either on time or ahead of schedule. Dispatchers can observe technician positions and coordinate scheduling more precisely than ever before thanks to modern field service management software capabilities. Workers in the field can switch between duties more rapidly while maintaining service accuracy.

These benefits include increased client satisfaction, more technician time on the job, and more projects completed per day for field service businesses. Referrals, better online reviews, and a happy sales and marketing team that doesn’t have to compensate for high customer attrition with similarly high net new business are all benefits of higher customer happiness.

Vehicle maintenance and route tracking

To achieve on-time service delivery, field service firms require excellent vehicle maintenance, repair, and route optimization. Some firms opt for a fleet management software solution to resolve this issue, but a competent FSM program will solve all of these concerns as well.

Preventative maintenance, such as oil changes and tire rotations, may be scheduled in the FSM to keep corporate service cars in good operating order. Instead of scrambling to cover work when cars go to the shop, the office can plan for the brief absence of a vehicle to match with the bigger repair schedule.

Field service management software with route optimization capabilities may also swiftly create the optimum route for daily service or alter it for one-time needs such as repairs and maintenance. By mapping out the optimal path between tasks, route optimization also saves the organization money on petrol and time spent stuck in traffic.

Why should you choose field service management software (FSM) instead of other alternatives?

Field service management software is designed for teams that spend the bulk of their time away from the office, warehouse, or manufacturing facility. But, aside from mobile features, what makes field service management software superior to other options?

Enterprise resource planning (ERP) software vs. field service software

Field service software, while not always the case, is less expensive to develop and operate than an enterprise resource planning system (ERP). FSM and ERP solutions both include CRM, time clock, payroll, inventory, and even marketing capabilities in a single user interface, but they differ in terms of industry-specific functionality.

Field service management software has capabilities that are tailored to the needs of field service firms. Most FSM software comes with a mobile app for technicians and managers to use in the field, but most ERP systems need the use of a browser or desktop app to interact with the programme. To help field service firms follow their technicians, FSM solutions may incorporate GPS tracking, geofencing, and route mapping. Many ERP systems have more extensive inventory and supply chain features, whereas FSM systems have less functionality.

Customer relationship management (CRM) software vs. Field Service Management (FSM) software

While client or customer management features are frequently included in field service management systems, these systems are designed for completely different reasons.

This programme is meant to handle contacts and communication records as they apply to those contacts, depending on the capabilities of the customer relationship management (CRM) system. CRMs are complicated databases that capture all types of interactions on websites, emails, text messages, and even phone conversations, and can distinguish leads, prospects, existing customers, and previous customers.

Compare this to FSM software, which keeps track of contacts in the context of the services that the organisation provides. While many FSM products provide lead management and sales capabilities, they are often used to handle ongoing client contacts. Field service software, on the other hand, tracks customer information that is relevant to the completion of a job rather than information that is needed to line up the next sale. Many field service management technologies, thankfully, interface with CRM software to facilitate a smooth transition from lead to customer.

What is the best way to compare field service management (FSM) software?

Because systems differ so much from one provider to the next, it’s crucial to know your requirements when comparing field service management software. You may select which features are non-negotiable for your FSM system by identifying pain points early on. When reviewing possibilities, vetting providers is a complex task, and many solutions seem to merge together. Examine the following essential elements in your FSM software selections after you’ve determined your feature requirements:


To establish your FSM budget, you must first comprehend the various pricing methods. The cost can be determined by a number of factors, including:

  • Users, administrators, or seats
  • the scale of the business (multiple locations or franchises).
  • Field labourer/pay-per-employee
  • The business needs of the
  • Training, setup expenses, data storage requirements, and technical assistance are all things to consider.
  • Customizations to the system
  • Deployment mode (cloud, hybrid, or on-premise)

It’s a good idea to estimate expenses in a few different ways so you can compare prices and prevent unpleasant surprises. Costs might range from $75 to $2,000 per month, depending on the pricing structure. Extended franchises, companies, and organisations with complicated procedures that require bespoke technology may face increased costs. Businesses that merely want to automate dispatch may be able to find reduced subscription fees. When deciding on a budget, it’s better to have a range in mind rather than a specific figure in mind.


Software can be installed on-premise, hosted as software-as-a-service (SaaS) through a web browser, or a combination of the two. SaaS use has surged as a result of inexpensive and readily available mobile technologies and a rising need for economical technological solutions for small enterprises. Not only are SaaS solutions appealing to SMBs seeking their first system, They also entice businesses that are looking to improve their current processes. Access to data, modifications, long-term total cost of ownership, and the requirement to interact with current software — such as CRM or HR systems — may all help you decide which deployment option is ideal for your company.


Mobile apps and devices are becoming an anticipated tool for assisting logistics and completing paperwork faster, and FSM organisations have begun to use mobility to:

  • Enhance communication by providing real-time mobile work status analysis.
  • Analyze the technician’s skill set and location to deploy the most qualified professional nearest to them.
  • Increase the pace of first-time fixes.
  • Customer service and loyalty should be improved.
  • Reduce the cost of administration and overhead associated with paper-based data input and processes.
  • Boost productivity, optimise processes, and cut billing cycles in half.

Despite the fact that most FSM suppliers provide some level of mobile access, many businesses are investing in more complex solutions that include offline access, geolocation, picture upload, linked work orders, and mobile payments.


Because it’s so handy, automation is making its way into corporate software and consumer technologies in practically every area. Automation, which is based on a system of triggers and actions, helps organisations get more done quicker by reducing the need for individuals to complete manual tasks. The paperwork is automatically loaded into the general ledger for processing when a technician completes a work order on-site or a client signs off on a quote.

Automation entails more than simply delivering the appropriate documentation to the appropriate recipients. Rather than relying on human dispatchers to coordinate each task, we now see more complex automated systems in field service management solutions that combine technician mapping, mobile work order apps, and automated task management that can move technicians between jobs and assignments at optimised rates throughout the day.

What to look for in field service software for enterprises, third parties, and small businesses

1. Entrepreneurship

Increased visibility between the field and the office is critical for large enterprises. Because information collected in the field must be transferred across various departments, a field service management system that interacts with current CRM or ERP systems is essential.

Outside of the office, field personnel should be able to access back-office systems or information. Mobile FSM software allows technicians to easily monitor tasks, service history, and client information. Workers in the field should also be able to request extra time on a jobsite, keep track of asset data and component usage, access manuals, and talk or cooperate with dispatchers, managers, and nearby coworkers in real time.

The FSM software at the office allows dispatchers to create service schedules automatically based on technician skill sets, location, and historical work length data. It should also feature journey optimization, which takes traffic into account while determining the fastest route. To decrease no-shows, customers should be able to pick a convenient service time and receive information on their technician’s planned time.

2. Third-party field services

Firms that rely on outside contractors or third-party service providers for field operations need the same capabilities as enterprise businesses, but with a stronger focus on customer visibility. Companies can minimise labour expenses and increase operations by outsourcing field services, whether partially or completely. These advantages, however, frequently come at the sacrifice of client service.

Many firms have no means of knowing when a service is performed, how long it took, or if the issue was even handled until they start receiving complaints from consumers after the work is allocated to a contractor. Third-party technicians are indistinguishable from an organization’s own personnel thanks to FSM software for outsourced services.

Companies can use vendor portals within their FSM software to manage their contractors and related administrative activities. Contractors, like conventional field employees, require real-time access to information about work orders, component availability, service delivery, and claims. Customer calls that need the arrival of a technician might be routed to the company’s own personnel or to a local service partner. These portals exist outside of the main corporate interface, allowing everyone to access what they need while keeping company data safe.

Service companies can issue last-minute schedule changes to contractors, provide updates to customers about technician arrival times, monitor work orders to ensure SLA compliance, and even create opportunities for optimised scheduling and planning by allowing two-way communication with outside employees.

3. Third-generation small business

To effectively manage field workers, increase productivity, and increase visibility, growing small-to-medium businesses with mobile employees require automated processes and tools. Though small businesses may simply require dispatch software or fleet management initially, cloud-based solutions provide scalability and may provide SMBs with a wide range of valuable features at a low cost. SMBs desire simplicity of use, scalability, and rapid installation.

SMBs have a large selection of providers to choose from. Many specialised organisations offer solutions geared towards small and medium-sized enterprises, and many large FSM software suppliers have created their own SMB-focused FSM product lines.

Field service management software for small businesses is quite comparable to corporate software in terms of functionality, while sophisticated scheduling, analytics, and technical assistance may be limited or only available as add-ons. SMBs can still find fantastic solutions that automate operations, allow clients to book appointments, schedule and deploy staff, and track time and location despite the price disparity.

When it comes to Field service management software, who uses it?


Most field service management packages feature a mobile app that allows technicians to access all of the necessary operations while on the job. Individuals may get dispatch notifications, log bills, accept payments, order new parts, check inventories, and plan follow-up visits to the client through the technician interface. These characteristics lower the quantity of paperwork that the organisation has to handle, enhance the speed at which work is priced, executed, and paid for, and decrease the number of errors that occur as a result of misplaced paperwork or poor verbal communication.

Keep an eye out for the following mobile-friendly features:

  • Scheduling
  • Invoicing
  • Quotes
  • Payments
  • Reservations and inventory lookup
  • Managers of teams

Team managers

The primary responsibility of a team manager is to organise technicians’ movements between and within jobs in a timely and effective manner. Team managers may utilise a field service app to verify that technicians are paired with the proper work for their expertise, that the team is making the most of their time travelling between projects, and that each member of the team is adhering to safety and corporate rules. A field service software programme will display team leaders, each technician’s schedule, an overview of the duties they are responsible for, and drill down into the individual tasks that each team member is required to do. Most FSM systems offer these views through a mobile app, allowing the team manager to spend more time in the field and less time in the office.

Keep an eye out for the following mobile-friendly features:

  • Scheduling
  • A team’s perspective on the work
  • Inventory
  • Payments
  • Contracts and proposals
  • Organizing access
  • Dispatchers


The dispatcher is the brain if the field service business is the body. These people are in charge of assigning technicians to the best-fit jobs while handling task urgency, deadlines, and team work schedules. The easier it is for the dispatcher to construct a good timetable, the more these duties are automated and guided b y predefined standards. Automated scheduling solutions also save dispatchers from time-consuming scheduling responsibilities, allowing them to deal with urgent circumstances that require immediate attention.

Look for the following characteristics:

  • Scheduling that is automated or based on rules
  • Scheduling via dragging and dropping
  • There are several calendar views available, including day, week, month, and job.
  • listed by technician specialisation.
  • Notifications via SMS or phone call are sent automatically.
  • Personnel in charge of finances

Financial staff

Bookkeepers, accountants, and tax professionals require complete access to all financial lifecycle touchpoints. The payment process may be streamlined and digitised with field service management software, which makes transactions searchable and quick to transfer to accounting software. An FSM programme may also track digital time cards for all employees and transfer this information to payroll or accounting software, lowering the number of hours spent on payroll each month by a significant amount.

Look for the following characteristics:

  • Invoicing over the internet
  • Payments through mobile devices
  • Quote in digital format
  • Integration of accounting or bookkeeping software
  • Integration of payroll software
  • Features of the time clock
  • Customer service representatives

Customer experience staff

While technicians interact directly with clients in the field, many field service businesses also hire customer care representatives to handle customer service. These people require access to the whole client profile and job history in order to comprehend job status without detracting from the technician’s present tasks. To relieve some of the load on dispatch, they should have direct contact and insight into the scheduling features.

Look for the following characteristics:

  • module for customer relationship management (CRM)
  • For the helpdesk, there is a helpdesk module.
  • Integration with email
  • Scheduling that is automated

Is choosing the best field service management software a difficult task?

Field service management software (FSM) is a complicated topic with so many alternatives to pick from that it may be difficult to know where to start when deciding which providers are suitable for your firm. Techlion can assist you in locating solutions with the appropriate characteristics for your business.

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