Top 10 Field Service Systems in 2024

Unlike most other industries, field service industries have their own “personalities,” with varying business processes depending upon the micro-vertical. An example of these micro-verticals could be traditional field service categories such as appliance repair – or home cleaning (think field workers carrying mobile devices!). However, they could also be the field service department intertwined with other business processes such as engineering, production, or post-sales service. While several ERP systems contain a field service module, the field service systems are generally best-of-breed. With transactional speed requirements similar to those of a POS or CRM-centric architecture, they are generally not as embedded with other operational processes.

Often regarded as another touchpoint from the customer perspective, field service processes sometimes overlap with CRM instead of ERP processes. But generalized CRM systems struggle in this industry, requiring substantial tailoring, which is especially challenging for organizations with limited IT maturity and budget, so field service systems generally incorporate CRM processes as well. With the integration and CPQ requirements being fairly unique, the integration could be very similar to CRM or EDI categories. In these integration scenarios, external sales or marketing channels may funnel the pipeline while the field service system acts as the order capture interface. Due to the layers with quoting variables, the CPQ requirements might be equally challenging.

Additionally, field service systems may integrate with CAD systems, particularly in industries like oil and gas or Industry 4.0. In these cases, they support device servicing, data collection, and monitoring. Overall, field service systems have evolved significantly, and now their suites could be as thick as a CRM or ERP.

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Criteria

• Definition of a field service company. The companies in this market segment would include companies of all sizes with field service operations such as home service, appliance repair, paint or small construction jobs, large CapEx medical devices, insurance, financial services, or data center companies.
• Overall market share/# of customers. Higher market share among field service companies drives higher rankings on this list.
• Ownership/funding. The superior financial position of the field service vendor leads to higher rankings on this list. 
• Quality of development. How modern is the tech stack? How aggressively is the field service vendor pushing cloud-native functionality for this product? Is the roadmap officially announced? Or uncertain?
• Community/Ecosystem. How vibrant is the community? Social media groups? In-person user groups? Forums?
• Depth of native functionality. Last-mile functionality for specific industries natively built into the product?
• Quality of publicly available product documentation. How well-documented is the product? Is the documentation available publicly? How updated is the demo content available on YouTube?
• Product share and documented commitment. Is the product share reported separately in financial statements if the field service vendor is public?
• Ability to natively support diversified business models. How diverse is the product in supporting multiple business models within the same product suite?
• Acquisition strategy aligned with the product: Any recent acquisitions to fill a specific hole for field service industries? Any official announcements to integrate recently acquired capabilities?
• User Reviews: How specific are the reviews about this product’s capabilities? How recent and frequent are the reviews?
• Must be a field service product: this needs to be a best-of-breed product. It can’t be a module of an ERP system.

10. Jobber

Jobber primarily functions as a relatively small system designed to integrate with QuickBooks for field service management. While it offers effective scheduling capabilities, its inventory management may not be as comprehensive. This can pose challenges, particularly with job costing, from an operational and project management perspective. Although you’ll be able to schedule resources and manage calendars efficiently, tracking the profitability of jobs could be difficult due to the limitations in inventory coding. On the positive side, these simplified features also mean the implementation process will be much easier. Therefore, Jobber secures the #10 spot on our list of top field service systems.

Strengths

• Easier implementation as data models are not coded. Switching from QuickBooks makes implementation easier since data like customers, vendors, and inventory doesn’t require recoding.
• Great for scheduling. The operational scheduling is robust with integrated resource availability. But any cost-related scenarios might be a stretch for Jobber. 
• Great for timesheets​. Since it codes resources and availability as part of the calendar functionality, the timesheet capabilities would be a plus with this system.

Weaknesses 

• Data integrity issues. These issues arise because of loosely coded datasets, a design choice aimed at reducing implementation costs. You can easily fix them manually by applying governance rules and processes, as the fluid data model without business rules allows flexibility.
• Not scalable for financial cross-functional use cases. From a process governance perspective, it won’t scale well for cross-functional, finance-centric use cases.
• Billing and invoicing might be challenging. Missing connectivity between your inventory and financial data sets requires relying on ad-hoc arrangements, especially if you frequently edit invoices or billing.

9. Oracle Field Service

Oracle Field Service is an enterprise-grade solution, unlike Jobber, which is more introductory. It is ideal for companies using Oracle Cloud ERP, typically large enterprises. Oracle has a significant market share in industries like media, oil and gas, and service-centric businesses, offering tailored capabilities. It’s also highly robust in the public sector, particularly for scenarios like emergency communication that require device integration in the field, with many of these features natively built into the solution. Therefore, Oracle Field Service secures the #9 spot on our list of top field service systems.

Strengths 

• Great for complex enterprise use cases such as call handling and dispatching. An excellent fit for enterprises with large call centers and complex dispatch processes.
• GPS routing, including traffic. Scenarios involving highly complex GPS routing, especially with weather patterns and other variables, make Oracle Field Service a perfect fit.
• Global cloud footprint for companies concerned about their data locations​.Funding organizations in the nonprofit or public sector often impose data residency requirements, mandating that data be stored within a specific country. In such cases, Oracle Field Service is likely the better solution.

Weaknesses

• Bloated for SMBs. The limitations of Oracle Field Service include the complexity of its layers, as well as the data and process modeling required. 
• Steep learning curve. Enterprise-centric use cases make the system implementation significantly more expensive. Additionally, the multiple layers contribute to a steep learning curve.
• Not mobile friendly​. It’s likely that Oracle Field Service won’t be as mobile-friendly as some of the other solutions on the list, such as Jobber. Newer technologies tend to offer better mobile compatibility.

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8. ServiceNow Field Service Management

ServiceNow offers various templates tailored for field service companies. However, it has traditionally been more focused on IT-centric, data center-centric businesses that require IT planning and compliance. It handles more complex tasks like integrating with data center devices, managing billing and invoicing, and supporting hardware-based consumption billing. These are the scenarios where ServiceNow is an ideal fit. Hence, ServiceNow Field Service Management secures the #8 spot on our list of top field service systems. 

Strengths 

• Fluid architecture for ad-hoc business processes. ServiceNow is a great fit when you need a fluid architecture for ad hoc business processes that aren’t formalized enough to be hosted within an ERP.
• Data model and processes pre-populated for IT-centric processes. IT-centric businesses will benefit greatly from the pre-populated data model and processes, as many of the compliance procedures are particularly relevant to those industries. They are likely to find a solution that is more aligned with their needs.
• Mobile-friendly​. The technology is designed to be highly mobile-friendly and scalable, making it suitable for mobile-centric interfaces. It works well with various devices, whether you are integrating with industry-standard folders, IoT devices, or edge devices.

Weaknesses

• Overly bloated IT data model for SMBs. ServiceNow can be overly bloated, and its complex data model may not be well-received by SMBs, as navigating the various layers to operate within the model can be challenging. While it excels for enterprises, it may not suit SMBs seeking simpler, more prescriptive processes and interfaces.
• Expensive consulting help. As a result of these factors, consulting costs are likely to be significantly higher.
• Expensive licensing​. The licensing costs are high due to its extensive customization and configurability for enterprise-grade scenarios.

7. Service Fusion

Service Fusion is ideal for home services SMBs looking for a suite that combines commerce and field service. It’s slightly more advanced than Jobber, but still a smaller solution compared to some of the other products on this list. Therefore, Service Fusion secures the #7 spot on our list of top field service systems.

Strengths 

• Pre-integrated suite.Service Fusion would be especially friendly for companies that might have overlapping field service processes with eCommerce. Certain industries require it, making it an ideal option for them without expensive integration.
• SMB-friendly. It will be friendly for SMBs, but it may lack some customization options.
• Easy to set up and use​. It will be easy to set up and use due to its prescriptive workflows, but your data sets may not be as well integrated.

Weaknesses 

• Glitchy. It is likely to be glitchy, as users have reported minor issues on various review forums.
• Poor support after acquisition. While the vendor-provided and maintained integration of commerce and field service capabilities is a benefit, support quality may be a concern due to their private equity acquisition. 
• No updates to the software​. Their private equity seems to be prioritizing marketing makeup over product innovation. Consequently, expect issues with Service Fusion.

6. ServicePower

ServicePower is ideal for relatively larger companies seeking a stronger scheduling engine along with fully managed offerings, including field service workers for verticals, especially for insurance or utility industries. Without a strong ecosystem, especially for industries such as home or appliance repair, ServiceTitan might not be a great fit for those industries, securing its rank at #6 on this list.

Strengths 

• Enterprise-grade scheduling. One of ServicePower’s biggest strengths is its enterprise-grade scheduling component. In fact, some other solutions on this list also use this advanced, patented scheduling technology to power their scheduling capabilities.
• Managed services. A unique aspect of ServicePower is its managed service offering, which allows you to completely outsource your field service functions, including hiring, recruiting, retaining, and communicating with third-party vendors.
• Can manage both employed and third-party service providers. ServicePower can manage both in-house employees and third-party service providers using the same solution.

Weaknesses 

• Might not be as integrated as ServiceTitan. The ecosystem with marketing or compliance is far more developed with other solutions, requiring custom integrations with Service Power.
• Not as complete suite as Service Fusion. For industries requiring eCommerce embeddedness, other solutions on this list might be a superior fit.
• Not for enterprises. While Service Power technology is used by larger solutions to power enterprises, their solution might not be the best fit for larger enterprises.

5. ServiceMax

ServiceMax is ideal for enterprises seeking a native Salesforce platform with industry 4.0 use cases. Now owned by PTC, ServiceMax is a great fit for industries where field service needs integrate closely with CAD or PLM products. It’s particularly useful in industry 4.0 scenarios that involve communication with edge devices, data collection, and combining that data with field service monitoring. Hence, ServiceMax secures the #5 spot on our list of top field service systems.

Strengths 

• PTC offerings provided as part of the suite. The integration with PTC offerings can be a great fit, depending on the industry. However, if you seek more Industry 4.0 capabilities in your solution, ServiceMax may be the better choice.
• Salesforce embedded experience. ServiceMax is built on the Salesforce platform but lacks deeper capabilities and integrations found in Salesforce’s native field service solution. Salesforce offers two primary solutions, with their own offering being the preferred choice. However, in specific industries, ServiceMax may be a better fit due to its alignment with certain needs.
• Enterprise-grade capabilities​. ServiceMax has been proven with large enterprises, requiring enterprise-grade layers with their workflow and process models.

Weaknesses 

• Communication challenges with core Salesforce objects. Communication with core Salesforce processes won’t be as seamless as with Salesforce’s native solution like the one offered through the Salesforce Service Cloud.
• Not SMB friendly. With its enterprise-grade workflow and process layers, it might be too overwhelming for SMB companies.
• Limited mobile capabilities​. Due to its legacy technology, mobile capabilities are not as user-friendly and flexible as with other solutions on this list.

4. Microsoft Dynamics 365 Field Service 

Microsoft Dynamics 365 Field Service is ideal for companies already using Microsoft Dynamics products, whether it’s the CE suite or any of Microsoft’s ERP solutions. Its enterprise-grade and customizable model fits uniquely for companies seeking to customize these capabilities on top of the Microsoft Dynamics 365 Field Service Platform. With the risk of being perceived as overwhelming, it might not be the best for SMB companies simpler and prescriptive solution without requiring an expensive implementation.

Strengths 

• Integrated MS suite. Similar to the CRM category, the field service solution will necessitate more variations, whether you are considering field service payments or integrating with multiple channels to acquire these needs. Therefore, Dynamics 365 Field Service could be an excellent fit for your requirements.
• Cloud-native. Unlike other solutions on this list with legacy interfaces, this solution has been completely rearchitected using cloud-native technologies, which is especially relevant for the field workforce.
• Extensibility for custom workflows​. It will be especially friendly for companies requiring custom workflows without as many constraints as are generally found with smaller solutions.

Weaknesses 

• Reliance on third-party add-ons for suite offerings. The limitation of this solution is its reliance on various third-party add-ons, which introduces implementation risks and a longer vendor list. This can lead to higher implementation costs and require significant IT expertise for architectural design. 
• Ecosystem not as integrated or developed for field-service sales-centric use cases. Unlike ServiceTitan, which is likely to have integration with several customer-facing channels and marketing-centric use cases, MS Dynamics would require custom integration, increasing the implementation costs.
• Not fit for SMBs​. The layers with this solution might be too over-bloated for companies looking for simpler solutions to be implemented on a limited budget.

3. Salesforce Field Service

Salesforce Field Service is another solution within the Salesforce ecosystem, part of the Field Service Cloud they offer. It’s fit for comapnies already on Salesforce looking for embedded experience with Salesforce CRM and CPQ processes.It might not be the best fit for companies not on Salesforce or seeking prescriptive solutions with pre-configured processes for industries such as home services or paint, securing its rank at #3 on this list.

Strengths 

• Seamless integration with other Salesforce offerings. This solution offers superior communication with your Salesforce objects and integrates seamlessly with the CRM and marketing automation platforms. Therefore, when seeking a consolidated view in one solution, Salesforce Field Service is an excellent choice.
• Salesforce ecosystem. It is ideal for all call center-centric scenarios, as it offers numerous apps designed to enhance customer experience. When these processes align with your field service operations, Salesforce Field Service becomes an excellent choice.
• Enterprise-grade service management capabilities. If you’re considering enterprise-grade service management capabilities, whether from a specialized or scheduling perspective, you will find all those functionalities available.

Weaknesses

• Not SMB friendly. It is not particularly friendly for SMBs and is primarily designed for specialized, service-centric workflows. You may encounter difficulties if your operational processes need to be integrated with your field service processes. 
• Only designed for best-of-breed service-centric workflows. It is not the best fit for industries where the interconnectedness of financial, cost, or inventory data with customer-facing workflows would be a requirement.
• Requires consulting and enterprise architecture expertise. Designing a solution around this particular framework will necessitate extensive consulting and expertise in enterprise architecture.

2. IFS Field Service Management Software

IFS field service management offers the best of both worlds, combining field service capabilities with tight integration into the ERP layers provided by the same vendor. While IFS excels in managing operational processes, challenges may arise with CX-centric processes, such as integrating with your call center or CRM systems. This can become more costly, as these capabilities may need to be custom-built. IFS offers flexibility similar to ServiceMax for Industry 4.0 scenarios, but it doesn’t cover all aspects of customer experience. Choosing the right architecture depends on your priorities. If operational integration and flexibility in field service are key, IFS is a solid choice. Hence, IFS field service management software has secured the #2 spot on our list of top field service systems.

Strengths 

• Suitable for industries with intertwined EAM and field service workflows. IFS is an excellent choice for asset-centric companies with distinct operational models as part of their EAM solution. 
• Supports both best-of-breed and embedded workflows. The key strength of IFS is that it can support both best-of-breed and embedded workflows, unlike most point solutions on this list.
• Cloud-native. IFS is a cloud-native technology, which is essential for field service companies. Its scheduling component has demonstrated effectiveness with large workloads, including those from Fortune 500 companies.

Weaknesses 

• Overwhelming for SMBs. The extensive process coding, and data required could be overwhelming for SMBs. This might prove to be very costly for them, and they may not appreciate the multiple layers involved with the solution.
• Limited North America presence. While they are performing well in North America, their presence remains limited, as they do not have as many logos, at least for now.
• Limited integration with marketing and call center-centric workflows​. Unlike modern solutions that are designed to embed marketing and call-center-centric workflows, IFS is not the right fit for those use cases.

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1. ServiceTitan

ServiceTitan is ideal for SMBs, particularly those in residential services, seeking a user-friendly solution with a lower implementation cost. It offers strong connection points, especially for CRM and lead management. In field service businesses, ServiceTitan often functions as the CRM, with robust capabilities to support these workflows. Most companies in this sector likely won’t need an additional CRM to manage their processes. Therefore, ServiceTitan holds the #1 spot on our list of top field service systems. 

Strengths

• Pre-baked integration. From the ServiceTitan perspective, you can expect a greater number of pre-built integrations. The design philosophy of ServiceTitan is highly workflow-centric, focusing on enhancing both the customer and employee experience in field service. 
• Marketplace. The marketplace and ecosystem represent one of the largest and most comprehensive suites available for SMBs, particularly in the residential services sector.
• Comprehensive suite for SMBs​. The capabilities captured as part of the suite are fairly comprehensive for SMBs seeking a prescriptive solution with a limited implementation budget.

Weaknesses 

• Not meant for enterprises. The prescriptive process and data model might not have the flexibility and the layers that an enterprise would require because of the complexity of its business model.
• Limited to best-of-breed setting. Another limitation is that it is restricted to best-of-breed scenarios where your field service must operate independently. If you seek operational correlation with your ERP processes, this could present a challenge.
• Only fit for residential services​. Overall, while ServiceTitan is well-suited for residential services, it may not be the best fit or as widely adopted in other industries, such as insurance or utilities.

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Conclusion

Each solution reviewed here excels in specific areas, from enterprise-grade scalability to SMB-friendly implementations and specialized workflows. However, selecting the right field service management software hinges on understanding the unique requirements of your industry, business size, and operational model. While Jobber and ServiceTitan are strong choices for smaller businesses focused on ease of use and residential services, Oracle and ServiceNow offer robust, complex capabilities ideal for larger organizations with advanced operational needs. Solutions like IFS and ServiceMax provide flexibility for industries requiring tightly integrated ERP and field service workflows, supporting complex use cases like Industry 4.0. Ultimately, the best choice depends on aligning the software’s strengths with your business objectives and resources. While this list offers valuable insights, seeking advice from an independent ERP consultant can greatly enhance the implementation success.

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