Shortlist & Compare Field Service Management Software to Optimise Dispatch & Scheduling, Monitor SLAs & Manage Complex Field Operations

What Is Field Service Management Software?

Field Service Management Software is a digital solution designed to help plan, deliver, and track work carried out by mobile teams. It joins scheduling, mobile apps, digital job sheets, asset tracking, spare parts management, and invoicing into a single system.

Once implemented, the primary goals of Field Service Management (FSM) Software are to improve engineer first‑time fix rates, reduce travel and idle time, speed up invoice cycles, and improve customer communication.

FSM systems are used by:

• Service Managers and Dispatchers who schedule jobs and manage daily operations
• Owner–Operators and Managing Directors in trade sectors seeking simple, mobile-friendly, dependable tools
• Finance Leaders aiming to speed up invoicing and improve job cost accuracy
• Compliance and HSE Managers who require consistent digital records

Field Service Management Software enables service leaders to track key performance indicators (KPIs), such as:

• Shorter quote-to-cash cycles and reduced Days Sales Outstanding (DSO)
• Improved first-time fix rates and engineer utilisation
• Lower mileage per job and fewer repeat visits
• Stronger Service-Level Agreement (SLA) performance
• Increased jobs completed per technician

Field Service Management Software is used by businesses of all sizes:

• Small Service Businesses with fewer than 10 field workers use it to replace manual processes and improve cash flow
• Scaling SMEs with up to 100 workers and vehicles use it to meet SLA commitments and reduce excess travel
• Large Enterprises with multiple branches and asset-heavy operations use FSM to prevent margin leakage and optimise subcontractor management at scale

Our Expert’s View on Field Service Management Software

“Without [Field Service Management] Software, I don’t think you would see half of the delivery that you see in the UK now… software will quite often predict what can happen. Now, we’re moving into a world with AI. It’s becoming even better, because AI would look at it and go, we know the M42 run by Birmingham Airport is gridlocked between three and six normally, so that engineer might look like he’s only five minutes away. But truth be known, he’s going to be two hours. Without [software], I think we will probably be needing four or five times the amount of people, which means costs go up for the customers.”

Adam Neale, Head of Advanced Field Services

Best Field Service Management Software Solutions

Core Features of Field Service Management Software

	Scheduling and Dispatch Field Service Management Software supports auto‑assign, drag and drop calendars, scenario planning and real-time tracking. This helps build day, week and month plans for reactive jobs, PPM and projects. It matches engineers by skills, certifications, location and availability, with SLA timers and asset availability to encourage better service to customers and higher job completion rates. See the best job scheduling tools
	Real-time Job and Vehicle Tracking Real-time tracking capabilities are what set Field Service Management Software apart from pen-and-paper and spreadsheets. Mobile apps, GPS trackers, and shared calendars show live job progress and vehicle locations. This provides ETAs, geofence arrival and departure, and proof of presence. Planners see who is closest and who has the right skills or parts, which reduces miles per job and missed time windows.
	Mobile App Access iOS and Android mobile apps are the foundation of modern field service management. They provide engineers with job details, equipment instructions, photos, notes, time and parts capture, and digital sign‑off. The use of mobile apps means workers stay in the field longer and complete more jobs. These apps work offline with background sync, conflict handling and audit trails.
	Digital Forms, Job Sheets and Certificates Field Service Management Software replaces paper with structured templates for risk assessments, method statements, commissioning sheets and trade certificates. Engineers can generate forms away from the office using pre-built templates created on a tablet or smartphone. Digital forms include quotes, invoices, safety certificates (like CP12, CP14, and gas safety certificates), SLAs, and proof of service. Learn the importance of digitising your job sheets
	Quotes, Invoicing, and Payments FSM solutions enable on-site workers to generate quotes, variations and invoices directly from verified job data. It supports fixed price, time and materials, and a schedule of rates, as well as handling deposits, staged billing and retention. Businesses can sync customers, items, taxes and payments with integrated finance systems so invoices go out the same day. Learn how invoicing features ease billing & payment
	Asset and Planned Preventive Maintenance Businesses can maintain asset registers organised by site, with serial numbers, hierarchy, warranty and full service history. This overview helps to create a calendar, meter or condition‑based PPM schedule for work-critical equipment. Tasks, checklists and parts lists are assigned to each asset so engineers arrive at a job prepared.
	Inventory, Parts, and Van Stock Management Parts availability is essential for ensuring jobs are completed on time. It allows managers to see if the right equipment is available when a work request is raised. FSM Software also helps track stock across warehouses and vans, with min‑max levels and replenishment rules. Dispatch managers can reserve parts for scheduled jobs and record picks, returns and RMAs with barcode or QR scanning.
	Customer Portal and Communications Modern Field Service Management Software provides a customer portal hub for customers to see job status, ETAs, appointment windows, certificates and reports. Businesses can use this to send customised email and SMS updates to improve transparency and increase the chances of repeat jobs.
	Subcontractor Management Service managers can onboard subcontractors, giving controlled access to jobs, schedules and the mobile app. This enables them to collect insurance and certifications, apply rate cards, and match invoices to approved work. On top of that, managers can track SLA performance and quality scores, allowing for improved compliance across all third parties.
	Route Optimisation and GPS When integrated with GPS trackers and fleet telematics, Field Service Management Software has the capabilities to build efficient routes that consider skills, parts availability, service windows and live traffic. In a dashboard, this measures miles per job, on‑time arrival and idle time so planners can cut costs and improve customer promises.
	Reporting and Data Analytics Leading field service teams use data, gut and judgment to drive field service performance. FSM Software delivers reports that amplify your field service delivery for utilisation, first‑time fix, SLA attainment, margins, rework and DSO.
	IoT Integrations Connecting sensors and equipment can create condition alerts that generate work orders automatically. When connected with your FSM system, it uses thresholds and rules to trigger events and show reports on the dashboard. The use of IoT connected devices allows service providers to move from a reactive maintenance approach to a predictive one. See how IoT helps connect service operations
	Remote Diagnostics Remote diagnostics features link equipment, BMS, and OEM dashboards to understand fault codes and confirm fixes remotely. This helps to understand when a call-out is required, cutting unnecessary visits and increasing the chances of a first-time fix for a complex asset.
	AI Scheduling and Automated Dispatch An advanced feature of modern FSM solutions, AI scheduling uses algorithms to recommend the best engineer and time slot based on skills, location, parts available, SLA risk, and travel time. As it continuously rebalances once jobs are completed or new work is requested, this reduces manual planning and improves on-time performance. Video: Estates & Assets Director at Serco Health, Greg Markham, talks about the future possibilities of using tech to improve the scheduling and dispatching of field workers.

What Are the Benefits of Field Service Management Software?

Increase First-time Fixes and Reduce Revisits

Field Service Management Software is a key driver for increasing first-time fixes. That’s because it provides essential data to office staff, management, and field workers.

• Managers can see the most skilled engineers when assigning jobs
• Office staff prioritise job scheduling based on SLAs
• Workers have access to job details, inventory quantities, and equipment manuals on their mobile device

Service providers with a first-time fix rate of 88% and above are considered “best-in-class” in FTFR. Anything below 80% is below average.

Improve Customer Satisfaction and Generate Positive Feedback

Customers and clients expect quick, quality delivery. With this comes positive feedback in the form of recurring jobs and client referrals through word of mouth. Providing first-time fixes helps increase customer satisfaction, as does transparency. FSM Software keeps everyone aligned by:

• Updating customers with real-time changes on job status
• Sending texts to customers about an engineer’s estimated time of arrival
• Providing a customer portal to raise work requests and track job progress

Reduce Time Spent on Manual Admin Tasks

Filling out paperwork, checking a job’s progress, and writing estimates. Admin tasks are essential, but they take up a lot of time. Field Service Management Software reduces the time spent on manual admin tasks by 25%. This is due to:

• Accessing digital forms on mobile devices, like safety certificates and invoices
• Loading pre-built templates to create estimates and generate invoices
• Having offline access to data and job information in the field
• Real-time tracking of job statuses and engineer locations

Keep Workers In the Field to Take on More Jobs

Field service teams using FSM Software see an increase of two to four jobs per engineer, per week. This is because workers are kept in the field for longer. There is no need to return to the office to collect job sheets or file invoices. Field service tools:

• Assign jobs based on proximity
• Enable workers to send invoices back to the office once they have been digitally uploaded
• Present job sheets and customer details via a mobile app
• Provide inventory details on spare parts

Open Communication Lines Between Field Teams, Office Staff, and Management

Field Service Management Software opens the line of communication between all users. With this, workers don’t need to travel back and forth to the office or make a call. Instead, contact is through a mobile app. Apps are integrated with services like Slack, WhatsApp, and text messaging. This allows office staff to communicate job details to workers and workers to check job schedules.

Get Paid Faster With Mobile Payment Apps

44% of small field service business owners claim late payments are their biggest pain point. While 52% worry about customers not paying their invoices at all. These are common challenges for businesses that take a manual, paper-based approach to invoicing and payments.

With Field Service Management Software, workers can take payment as soon as a job is completed. This is possible when integrating your FSM system with your accounting system. You can then take mobile payments using services like PayPal or Stripe.

What Trades & Services Can Best Utilise Field Service Management Software?

HVAC and Refrigeration

Field Service Management Software is utilised for installing, servicing and maintaining HVAC systems. It stores F‑Gas logs, leak checks and commissioning records per asset, plans seasonal maintenance, and reserves refrigerant and parts for jobs.

Learn how to successfully plan HVAC maintenance

Plumbing and Electrical

Plumbing and electrical service providers use FSM Software to manage call-outs and testing for boilers, cylinders and electrical circuits. Field service systems help to build routes, attach Gas Safe or NICEIC forms, and enforce risk assessments before completion. The customer portal is utilised to ensure SMS messages and emails are sent to customers for repeat annual boiler services and maintenance.

Fire and Security

For fire and safety operations, FSM Software runs inspection routes and call-outs for alarms, CCTV, access control and extinguishers. It maintains asset registers, schedules BS 5839 testing, and records cause‑and‑effect checks with evidence.

Facilities Management

Field Service Management Software orchestrates multi‑trade work across building and service level contracts. It converts helpdesk requests into work orders, applies permits to work, and plans PPM across sites.

Utilities and Telecoms Field Ops

Utilities and telecom services use FSM solutions to support outage response, planned works and customer appointments across large territories. Skills mapping, crew scheduling, and offline maps ensure the right team is sent to the site.

Learn how FSM is used in Telecoms

Industrial Equipment After‑sales

Field Service Management Software empowers OEM and distributor service teams from installation to warranty and paid maintenance. It manages serialised assets, service BOMs and entitlements, and generates PPM from runtime or meters.

Renewables and EV Installations

Operations for the servicing and commissioning of solar, heat pumps and EV chargers use FSM tools for building PPM schedules. Managers build multi‑day project plans with dependencies, capture photos and electrical test results, and produce commissioning packs.

Grounds, Pest, Cleaning, Glazing, Doors and More

Field Service Management Software supports operations with high‑volume, short‑duration visits. It builds dense routes by postcode, enforces dynamic risk checks, and captures geo‑tagged photos as proof of service. Seasonal schedules and SLA windows are managed per site, while forms record bait checks, cleanliness scores or door safety tests.

See the best tools for grounds maintenance management

Who Is Field Service Management Software Designed For?

Field Service Management Software is designed to match the requirements of multiple service operations and user roles. It is used by business of all sizes:

• Small Trades: Experiencing invoicing errors and job completion delays as they look to replace paper and spreadsheet-based workflows.
• Scaling SMEs: Need a system to support growth of new contracts and gain better control of dispatch, subcontractor, and SLA management.
• Multi-Branch Enterprises: Replacing legacy systems and requiring a system that integrates with a wider stack for better multi-entity management and role-based access.

FSM Software is then used differently depending on the user’s role:

Operations Managers

Field Service Management Software provides operations managers with complete visibility over jobs, teams, and timelines. This helps to:

• Streamline scheduling and dispatching to minimise delays
• Monitor job progress in real time
• Allocate resources based on skills, location, and availability
• Reduce administrative workload by automating routine processes

Service Directors

Service directors use field service tools to enhance efficiency, profitability, and customer satisfaction. They can:

• Analyse performance data to identify bottlenecks
• Standardise delivery to ensure consistent quality
• Track KPIs such as first-time fix rates and response times
• Lower operational costs through improved planning

Dispatch and Resource Planners

FSM software supports planners in assigning jobs quickly and effectively. This helps to:

• Automatically allocate work based on location, skills, and availability
• Optimise routes to reduce travel time and fuel consumption
• Track technician status and update schedules in real time
• Minimise scheduling errors and prevent double bookings

Technical Leads and Team Leaders

Real-time tracking and fast communication have propelled the efficiency of assigning jobs. Managers can assign workers in the proximity of a job request and schedule jobs with advanced warning. And dispatch their more qualified workers to a particular job. This helps to increase the chances of a first-time fix as well as improve customer service levels.

Office-Based Staff

With the right FSM tools, on-site staff are easily able to connect with workers in the field. This helps to improve the collaboration between both teams and increase the speed of data input. Including hours logged, job status, job completions, and payments processed.

Field Workers (Contractors, Sub-contractors, Technicians, Engineers)

Workers have access to a shared dashboard with real-time updates on job locations and inventory levels. This helps to accelerate job completions and ensures each worker is prepared when going to a job. Without FSM Software, workers are reliant on manual approaches and office staff relaying job information. This results in delays and unsatisfied customers.

Just a decade ago, working off pen and paper job sheets was normal practice. There were four copies; for the customer, the technician, back office, and finance. While job sheets still exist, they are somewhat less visible.

Service technicians understand the importance of good service data. Accessing information on open jobs, job types, and first-time fix rates helps technicians to be more productive.

Most technicians appreciate that tech, not pen and paper, is the way forward. Meaning there’s increasing adoption of the use of field service mobile apps by service technicians.

Customers & Clients

Businesses have the option to share certain details regarding a job and their workers with their customers. This provides customers with real-time location updates to know when a technician will be arriving.

Tips For Finding and Implementing the Right Field Service Management Software

1. Highlight Existing Failures or Opportunities In Your Field Service Management

Researching FSM Software is based on missed opportunities or failures in the current way of working. This could be:

• Not meeting SLAs
• Inconsistent job completion times
• Job delays due to inaccurate inventory data
• Missed jobs by assigning the wrong technician
• Decreasing first-time fix rates
• Losing customers due to poor service delivery
• Missing out on taking more jobs

This varies depending on the size of your business. For instance, a large business may see a gap in their data security practices. A smaller field service team wants to digitise its paper-based methods.

2. Identify Must-have Product Features and Vendor Requirements

Reasons for purchasing software are to improve productivity, meet technology needs, address security concerns, and expand product offerings. Both field service management products and vendors provide the requirements to meet these demands.

To help focus on the key product features that your office team and field staff will use, ask questions like:

• What value does this feature add to a service team?
• Can this feature be used by all stakeholders?
• Will this feature help meet KPIs?
• Is training required to use this feature?
• Are there legal requirements needed to use this feature? (compliance, GDPR laws, privacy policies, etc.)

For vendor requirements, this depends on how much assistance you will need. Does your team require detailed onboarding, training, and support? Will your office team require help with data migration?

For instance, a small field service business with no IT team will require greater implementation assistance.

3. Calculate the Value of the Product and Your Expected ROI

Leading field service businesses set clear goals when determining the value of a product. For instance, if a business receives 300 job requests a month, its total service management costs will be £400,000. The average service time would be 90 minutes.

But, with a field service system in place, a business can improve its targets. Instead, it can set a target to reduce field service costs to £300,000. Whilst also reducing the average service time to 60 minutes.

It’s important to set out in advance what you want to gain from your software purchase by setting ROI goals. Example goals look like this:

Clear and fact-based ROI will get you the speed of decision-making. Taking a numbers-based approach to get the Buy-in is the easiest way to get the tool you want. For example, a business has budgeted £23,000 on Field Service Management Software. They know that this tool will save them £38,000 each year. Meaning they’ll recover their investment in nine months.

Use our ROI calculator to see how Field Service Management Software increase jobs and revenue per month:

4. Research and Shortlist Field Service Management Software Options

Whilst most field service management products look similar, there are key differences. Each variation makes a big impact on a product’s ROI. For instance, some systems will prioritise ease of logging job details. Others may focus more on real-time fleet tracking.

When finding a solution, you should have a list of products to compare. Ideally, this list should consist of five different solutions. Once listed, an evaluation team will compare each field service management tool:

• Does it match core requirements?
• Is it easy to use?
• Would it be a good industry fit?
• Is it easy to deploy?
• Support and training offered (Indicates a vendor’s quality of support and how quickly they’ll resolve issues)
• The type of solution (web-based, cloud-based, on-premise, or open-source)
• What contract agreements are in place? (How much storage space, what happens to your data when payments stop, etc.)
• Is there a free trial or product demonstration? (validate the product in real-time with the use of your own data)

Be sure to keep researching products during this stage as your initial values may change. 83% of software buyers make changes to their initial list after doing research.

5. Make Your Purchasing Decision

Once you’ve chosen a Field Service Management Software product, you should recommend it to the management team. Ideally, this product should:

• Offer features that match your field service operation
• Provides value to your field service processes
• Fit within your budget
• Be easy to use for all office team members and field workers

Once recommended, the negotiation and contract agreements begin. Followed by the implementation process.

Bonus: Key Considerations While Searching For FSM Software

Before starting the research journey for Field Service Management Software, you should consider:

• Your field and office teams’ digital experience of using software. Determine how much training and support will be required.
• The simplicity of your requirements. Know exactly what you want from a solution and avoid needlessly complex requirements.
• Clarity of your FSM Software goals. Determine the value of the tool and if it has delivered on expected ROI.
• End user’s expectations. What do your field workers, office team, managers, and customers expect?
• The speed of implementing and rolling out a new system. This can take between 4 weeks and 9 months, so plan for realistic expectations

This is also an opportunity to understand your current way of working, by asking:

• How do end customers log service requests?
• How are jobs scheduled (priority, availability, parts availability, or completion time)?
• How do field staff communicate with office-based staff?
• Are services updated by the customer, job status, or billing?
• How do office-based teams process service requests and information?
• What are the top 3 gaps in your field service management?

Cloud vs. On-Premise vs. Open-Source FSM Software: Key Differences Explained

Listen to Field Service Management Experts on The Comparesoft Podcast

Ep 1: Increasing Customer Returns by Leveraging Data & Transparency at proAV

Carl Hamilton, Field Service Engineering Manager at proAV Limited, shares his expert insight on manoeuvring in a reactive service management sector and gives advice on using AI and IoT to help increase customer returns. As well as opening the lid on the acronym, RTFM.

Listen Now

Ep 2: How to Lead 1600 BT Engineers & Deliver to Customers Nationwide

Adam Neale, UK Field Engineering Director at BT, explains the challenges of presenting data-led actions to naysayers, gives tips on how best to manage a large team of engineers, and highlights the welcome advancements in tech from phone calls, PDAs, and spreadsheets to Service Management Software.

Listen Now

Field Service Management Software FAQs

How Much Does Field Service Management Software Cost?

The cost of Field Service Management Software depends on:

• Job planning and scheduling requirements
• Spare parts and inventory management complexities and locations
• Number of office, field, and mobile users
• Variances in the type of field jobs you offer
• Implementation complexities (e.g., do you require vendor assistance?)
• Hosting requirements
• Brand of the software product

The above components are specific for each company, hence it’s difficult to give a definitive answer. Typically, Field Service Management Software costs have four components:

1. Software costs: £10 to £300 each user a month.
2. Implementation costs: £600 to £1500 a day.
3. Training costs: £600 to £900 a day.
4. Support costs: 2 to 5% of the support costs

In general, the simpler the product requirements and implementation, the cheaper the costs will be.

How Is AI Projected to Change Field Service Management Software?

IoT-enabled job logging. Field assets connected to sensors will pick anomalies and send signals of when a job is required. In the near future, job logging will be automated by the assets themselves.

AI-driven job planning and scheduling. Using existing data, job scheduling is likely to become largely automated. Yet, it will require human supervision and intervention.

Agent-driven spare parts ordering. Using spare parts data, it’s possible to use AI agents to order spare parts on a needs basis.

LLM-driven notes and job completion documents. Here we will see AI become the most productive in the short term. Notes or documents for job logging, execution, and job completion are produced by generative AI.

What Is the Difference Between FSM Software and Mobile Workforce Management?

What Type of Field Assets Are Managed With a Field Service Solution?

Physical Field Assets such as:

• Equipment
• Machinery
• Tools
• Fleet vehicles
• People (engineers, technicians, supervisors, etc.)

Most virtual or digital assets cannot be managed remotely using a field service system. For example, software installed on your equipment or machinery cannot be remotely updated easily.

Most FSM Software offers Augmented Reality (AR) to monitor field assets remotely. The same technology can be used to train new field service technicians. For example, a senior technician can be at your office and a new starter technician can be on site. Using AR, the senior technician sees what the junior technician is seeing and guides them.

What Applications Can Be Integrated With Field Service Management Software?

Vendors enable end-to-end integration with applications to get the most from Field Service Management Software. These integrations include:

• Accounting Software. Completed jobs, customer payments, and purchase information on spare parts are listed in an accounting system. Hence, most field service tools are integrated using an API with accounting software. Popular field service accounting integrations include Sage, Xero, and QuickBooks.
• CRM. Customer information, quotes, and job details require CRM processes within FSM Software. Or, Field Service Management Software can be integrated with a dedicated CRM. This is an essential integration for building and using a customer portal.
• Location-based tools. These are used to enhance dispatch and scheduling tasks. Field service systems are connected to location-based apps. These include What3words and Geographic Information Systems (GIS).
• Admin tools. Enterprise field service management systems integrate with ERP and Product Lifecycle Management (PLM) solutions.

What Industries and Service Operations Benefit From Using Field Service Management Software?

• Utilities Service (Oil and Gas, Water, Power, Renewable Energy)
• HVAC Installation and Maintenance
• Facility and Property Management
• Security Installations and Maintenance
• Plumbing Services
• Telecommunications
• Electrical Services
• Home Services (Lawn and Grounds Maintenance, Pool Maintenance, Pest Control)
• Cleaning Services
• Building and Decorating Businesses
• Construction and Contracting
• Appliance Repairs Services
• Environmental (waste management, recycling, hazardous material removal)

Helpful Guides for Using Field Service Management Software

This Field Service Management Software guide was written by Ryan Condon, Head of Content for B2B Software, with over 6 years of experience covering enterprise software adoption, including Field Service Management Software. The content was independently reviewed and contributed to by Adam Neale (former UK Field Engineering Director for British Telecom), Greg Markham (Estates & Asset Director at Serco Health) and Carl Hamilton (Field Service Engineering Manager at proAV).