Field service management software enables service providers to better manage their operations and provide optimal customer service. These business apps allow you to schedule and track jobs that take place outside the office. By matching the right technicians with the right clients, planning routes and calculating travel times, along with managing inventories and stock levels, field service software ensures the accurate delivery of a high level of service.
Field service management tools cover a number of needs including ticket management, CRM and database management, compliance tracking, scheduling and dispatching, contract and partner management, RMA management and work order management.
Field service management software is used to collect data on new customers as well as to provide a better understanding of your existing customers. Warranties and service contracts are stored and entitlements are tracked to give a complete overview of client service history. You can also store clients’ personal details, assets, and equipment and keep a communication log to see who dealt with each phone call and which technician was sent out to each job.
Many field service management solutions will provide features for customer self-service. Clients can login to the software gain access to live job statuses. Technicians can also access information remotely and provide updates and feedback on jobs. Technicians can also be notified of incoming jobs via SMS, email and Push Notifications.
Service part and inventory management are a key feature of field service applications. You can use these features to manage reverse logistics and depot repair activities. Many field service software apps will allow you to automatically create quotes and invoices for your clients and will provide digital signature capabilities.
You can also use field service management software to automatically calculate jobs and route times. The reporting functionality of these apps provides you with key service performance information, helping to identify areas for improvement and flag up issues for review.
GetApp's quarterly ranking showcases the top 25 Field Service Management (FSM) apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, media presence, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.
Scroll down for more details about how we calculate scores.
GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.
The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).
An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.
Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.
The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.
Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.
Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.
If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.
Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.
Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.
In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.
*All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.