Top 10: Field Service Management software

Updated: August 01, 2023

Field Service Management (FSM) software is a comprehensive solution designed to optimize and streamline the management of field service operations for businesses with mobile workforces. This software provides a centralized platform where businesses can schedule, dispatch, and track field service tasks, such as on-site repairs, maintenance, and installations. FSM software offers real-time visibility into field service operations, allowing managers to monitor technician locations, track work progress, and allocate resources effectively. With features like mobile access, GPS tracking, and electronic work orders, FSM software enables field technicians to receive job updates and access relevant information on their mobile devices, enhancing efficiency and reducing paperwork. Moreover, FSM software often integrates with other business systems like customer relationship management (CRM) and inventory management, enabling seamless information sharing and improving overall business workflows. By leveraging FSM software, businesses can enhance customer service, optimize field service operations, and improve productivity and profitability. Some of the most popular field service management software options are listed below.

See also: Top 10 Helpdesk software

2019. Salesforce acquired field service software ClickSoftware

Salesforce has made an impressive acquisition by purchasing ClickSoftware, a field service software company, for a substantial amount of $1.35 billion. This strategic move aims to enhance Salesforce's field service offering, which is part of its comprehensive Service Cloud suite. By integrating ClickSoftware, Salesforce envisions not only driving the growth of Service Cloud but also fostering innovation with Field Service Lightning, ultimately better serving the evolving needs of its customers. Interestingly, ClickSoftware predates Salesforce, having been established in 1997. After going public in 2000, the company underwent a transition to private ownership in 2015 through a deal with Francisco Partners, a private equity firm that acquired it for $438 million.

2019. Microsoft Teams added features for shift workers

Microsoft Teams has introduced a range of new features specifically tailored for shift workers, also referred to as first-line workers. To address the diverse requirements of different shift worker roles, Microsoft has enhanced the flexibility of Teams on mobile devices. Some workers may need to record and share audio messages, while others may require features like location sharing or camera access. To accommodate these needs, Microsoft has introduced a Firstline Worker configuration policy template that can be customized by IT to align with the specific requirements of various worker types. Additionally, the mobile tool now includes a navigation bar, enabling workers to conveniently add and access the tools they use most frequently. The objective is to streamline the process of accessing necessary tools, considering that these workers are often on their feet or continuously on the move throughout the day.

2016. GE acquired cloud service management app ServiceMax for $915 million

GE Digital has acquired ServiceMax, a cloud-based field service management company, for a total of $915 million. The acquisition is part of GE's strategic focus on the Industrial Internet of Things (IoT), where it aims to leverage sensor data from IoT-connected devices. GE is actively developing the Predix Platform, a foundation upon which companies can build applications that harness this sensor data. Through this acquisition, GE aims to provide customers with the necessary data to proactively maintain complex systems, such as MRI machines, wind turbines, and airplane engines. ServiceMax CEO Dave Yarnold expresses excitement over the acquisition, emphasizing the newfound resources for his company while still maintaining its autonomy within the larger organization.

2016. Salesforce Service Cloud added new field service product

Until recently, Salesforce relied on third-party providers like ServiceMax for field service capabilities. Customer service calls were handled through Service Cloud, with a connection to the customer record enabling sales teams to be aware of any ongoing issues. However, there was no direct means to connect this information with field personnel, and Salesforce recognized the need to address this gap. To bridge the divide, Salesforce has introduced a new field service solution known as Field Service Lightning. This move is in response to the entry of key competitors such as Microsoft and Oracle into the field service market, highlighting the significance of this previously missing component for Salesforce. Please note that while the HTML tags and links were retained, they may not be properly rendered in this plain text format.

2010. ServiceMax unveiled field service software for iPad

When the iPad was just released, we supposed 5 ways to use it for business. Here's another one: iPad is ideally suited to provide technical support in the field. For example, companies that supply equipment, often need to send a specialist to the installation place to inspect the equipment and solve the problem. Working with a netbook in such cases - is uncomfortable, but with the iPad you can even work standing on top of boiler or diesel generator. And the world's best application for such field support services is ServiceMax. It's one of the favorite SaaS-apps of Mark Benioff, Salesforce CEO. ServiceMax is built and running on platform. It's main investor is Salesforce, and it is very likely that soon the service will become a part of Salesforce, because it perfectly fit their main CRM system . ***