Insights From Our Software Advisors: Stand Out in Field Service Management

Tools buyers are replacing with field service management software

When our advisors asked buyers what methods they were currently using to handle their day-to-day field service operations, here's what they found:

• Around 37% of buyers use non-specialized tools, such as customer relationship management (CRM) and document management and accounting software for managing their operation workflows. 
• Nearly 35% of buyers rely on manual methods such as spreadsheets or have a paper-based approach, whereas 26% do not have any system in place. 

While manual methods may suffice for small field service teams, they often lead to delays, errors, and missed opportunities as operations scale. Similarly, relying on non-specialized tools to manage field service workflows can result in fragmented processes. These solutions lack specialized capabilities for technician scheduling, real-time dispatching, inventory tracking, and mobile work order management—functions that are critical to field service efficiency and customer satisfaction.

Unlike scattered spreadsheets or general non-specialized tools, a dedicated field service management system offers integrated capabilities tailored to field operations.

It centralizes scheduling, dispatching, work order tracking, inventory management, and invoicing—reducing manual errors, improving technician coordination, and enabling real-time visibility.

Why buyers switch to field service management software

Our advisors conversed with buyers seeking a switch to field service management software from their current manual methods or non-specialized software. These discussions shed light on businesses’ real-life challenges with their existing tools—including inefficiency (52%), limited functionality (22%), and new business opportunities (13%).

• Inefficiency: Manual data entry and paper-based scheduling often result in delays, miscommunication, and service errors. Non-specialized, which aren’t built for field service workflows, can also slow down operations by lacking features such as automated technician routing or mobile work order updates—making routine tasks more time-consuming and error-prone.
• Limited functionality: Spreadsheets and general-purpose tools aren’t designed to handle the dynamic nature of field service work. They typically lack mobile access, GPS tracking, automated job status updates, and technician performance dashboards. Without these capabilities, teams struggle to manage field operations efficiently, especially when scaling across multiple locations or service types.
• New business opportunities: Manual and non-specialized tools don’t support proactive service delivery or customer engagement strategies. They lack built-in analytics to identify high-performing technicians, optimize routes, or forecast demand. As a result, businesses miss chances to improve service quality, reduce costs, and win repeat contracts—limiting their ability to grow in a competitive market.

From our interactions with buyers, it’s clear that many vendors miss the mark in showing how their software improves field service managers’ daily workflows. Compared to manual methods and non-specialized tools, dedicated field service management systems offer clear, purpose-built advantages, as listed below:

• Better data insights: A dedicated field service system consolidates operational data—technician performance, job completion rates, inventory usage—into a single dashboard. This enables managers to identify inefficiencies, forecast demand, and make informed decisions based on real-time analytics rather than guesswork or fragmented third reports.
• Real-time coordination: Unlike manual methods or non-specialized tools, dedicated systems offer live updates on technician location, job status, and customer feedback. This improves dispatch accuracy, reduces downtime, and ensures that field teams are aligned with changing schedules or urgent service requests.
• Mobile-first functionality: Field service work happens offsite, and spreadsheets or desktop-based tools don’t support mobile workflows. Dedicated systems provide mobile apps that allow technicians to receive assignments, update job status, capture photos, and collect signatures—all while on the move.
• Scalable customer experience: Non-specialized tools lack personalization and service history tracking, making it hard to deliver consistent customer experiences. Dedicated systems store detailed client profiles, past service records, and preferences—helping businesses tailor interactions and build long-term loyalty as they grow.

What field service management software features are valued the most

When evaluating field service management software, our advisor conversations and review analysis reveal a gap between what buyers seek and what users value most.

• Around 92% buyers prioritize contact management, followed by scheduling and dispatch (86%), word order management (85%), and billing and invoicing (83%).
• On the other hand, the majority of the current users (51%) rate mobile access functionality as critical in a field service management tool. 

This discrepancy highlights a key insight: while buyers prioritize core workflow features like contact management and dispatch during purchase, current users place higher value on mobile access—revealing a gap between purchase drivers and the operational realities of field service work.

• Contact management helps field service teams organize and maintain detailed records of customers, vendors, and job-related contacts in one centralized system.
• Mobile access enables field service technicians and managers to receive job assignments, update work order status, capture customer signatures, upload photos, and access service history—all from their smartphones or tablets.

Use cases for field service management software

Beyond traditional field service teams, dedicated field service management software supports a wide range of industries—from utilities and HVAC to pest control and property maintenance—each with distinct workflows and specialized feature needs. For example:

• Cleaning services businesses use field service management software to manage high-volume, recurring jobs across residential and commercial sites. Their key needs include automated scheduling, mobile check-in/check-out, and route optimization to reduce travel time between appointments. 
• Lawn care businesses rely on field service software to coordinate seasonal services, manage customer preferences, and optimize technician routes. Important features include recurring job scheduling, GPS tracking, and service history logs. Their operations are highly weather-dependent, so flexible rescheduling and mobile access are critical to maintaining efficiency and customer satisfaction.
• Electrical companies use field service software to manage installations, inspections, and repairs across residential and commercial sites. They require features such as job safety checklists, technician certification tracking, and digital work order management. Given the technical nature of their work, access to schematics and compliance records via mobile devices is especially valuable.
• HVAC companies use field service management systems to handle installations, emergency repairs, and preventive maintenance. Their primary feature requirements include technician skill matching, inventory tracking for parts, and mobile access to service manuals and diagnostic tools.
• Plumbing businesses benefit from field service software that supports urgent dispatching, job progress tracking, and on-site invoicing. Essential features include real-time scheduling, mobile billing, and integration with inventory systems. Their work often involves unpredictable job durations and regulatory requirements, making flexibility, documentation, and technician coordination vital for smooth operations.

Average budgets for field service management software across industries

Organizations across the top five segments within the broader field of field service management are willing to allocate an average budget of between $85 to $111 per user, per month. Additionally, the overall average budget for purchasing field service software is approximately $94 per user, per month. 

However, the budget for purchasing field service management software varies from one segment to another based on factors such as the size of the workforce, frequency of service calls, complexity of workflows, regulatory requirements, and the need for specialized features such as mobile access, inventory tracking, or route optimization.

Here’s how different field service industry segments budget (in dollars, per user, per month) for purchasing field service management software.

Buyer goals and challenges—what advisors are hearing

Buyers in the field service space often come with specific expectations and recurring questions that reflect their unique operational needs. Through direct conversations with our software advisors, we’ve gathered insights into buyer behavior and their tasks—revealing patterns in their priorities, challenges, and decision-making criteria.

• What common misconceptions buyers have about plumbing, work orders, and service dispatch software?
  
  Buyers often misunderstand the scope of plumbing software, not realizing it varies based on whether they do service or construction work. For work orders, many assume they’re either too basic or overly complex, and are surprised to learn that features like photo uploads and notes are standard. With service dispatch, buyers may not grasp how closely it’s tied to scheduling and work order management.
  
  

• What are some common problems buyers are trying to solve with plumbing, work orders, and dispatch software?
  
  Buyers are typically looking to solve issues related to scheduling, job tracking, and professionalism. Plumbing businesses want tools to manage appointments, invoice clients, and avoid missed jobs. Work order tools help technicians access job details and update progress in real time. Dispatch software is used to prevent double bookings, manage technician availability, and improve customer communication through alerts and notifications.
  
  

• What are the integration requirements for this kind of software and how important are these?
  
  Integrations are essential for field service management software. Buyers typically expect seamless connections between work orders, scheduling, and dispatching. Inventory management is especially important for plumbing businesses to track parts used. CRM and invoicing features are commonly requested, and QuickBooks integration is often preferred for accounting—though not always necessary if invoicing is handled within the system.
  
  

• Anything unique that buyers in this specialty specifically ask for?
  
  Buyers in the field service management space often ask for clarity around user roles—specifically the difference between office/admin users and field users, which impacts pricing and permissions. They also frequently inquire about whether the software supports residential or commercial plumbing work, and sometimes confuse estimating tools with quoting features, especially when looking to generate service job quotes.
   

Recommended actions for field service management software vendors

Here are five strategic actions vendors can take to better meet buyer expectations and stand out in a competitive market:

1. Focus messaging on replacing manual and non-specialized tools:
   Directly address the limitations of spreadsheets and general-purpose software. Show how your FSM solution consolidates scheduling, dispatch, invoicing, and inventory tracking into one purpose-built platform.
2. Customize demos for buyer and user priorities:
   Bridge the gap between what buyers prioritize (contact management, dispatch) and what users value most (mobile access). Start demos with core workflow features, then highlight mobile functionality that improves technician productivity.
3. Emphasize mobile-first capabilities:
   Reassure buyers that your software supports field operations with mobile apps for job updates, photo uploads, and customer signatures. Position mobile access as essential for reducing delays and improving service quality.
4. Enhance your product profile:
   Update your Gartner Digital Markets profile to showcase buyer-valued features like contact management, dispatch, and invoicing. Add social proof such as industry awards, certifications, and client testimonials to build trust.
5. Be transparent and integration-ready:
   Clearly display your pricing, aligning with the average budget of $94/user/month. Detail available integrations (e.g., QuickBooks, CRM, inventory systems) to show how your software fits into existing workflows and tech stacks.
    

Rise above your competition with strategic insights

Field service management software marketers face enormous pressure to set their products apart from the competition in a crowded marketplace. But with the right insights, you can better understand the key priorities and pain points of your target audience and address them directly in your product messaging to claim your fair share of buyer attention.

With more than 10 million active software buyers on our sites every month, Gartner Digital Markets can equip you with the strategic insights you need to level up your marketing strategy and become a leader in your category.

Log into your Gartner Digital Markets account and optimize your profile to ensure buyers understand how your software meets their evolving needs.

Once your profile is ready, use this insight to build a high-quality sales pipeline and this resource to master follow-ups that convert leads into customers.

Methodology and buyer demographics

Findings are based on data from conversations that Gartner Digital Markets’ advisor team has daily with software buyers seeking guidance on purchase decisions. The data used to create this report is based on interactions with small-to-midsize businesses seeking field service management tools. For this report, we analyzed approximately 2,000+ phone interactions from September 12, 2024, to September 12, 2025.

The findings of this report represent buyers who contacted Gartner Digital Markets and may not be indicative of the market as a whole. Data points are rounded to the nearest whole number.

The buyers we interacted with are largely small businesses representing a growing majority of field service management software purchases. Below you’ll find the demographics of the buyers so you can see the size and type of businesses, from annual revenue to industry.