In 60 Seconds
- •The Distinction: CRM (Customer Relationship Management) handles 'Leads'. FSM (Field Service Management) handles 'Jobs'. You usually need both, or a hybrid.
- •Enterprise Tier (>$3M/yr): ServiceTitan is the king. It is expensive ($300+/tech), robust, and hard to learn. But it handles complex inventory and reporting.
- •Mid-Market Tier ($500k-$3M): Housecall Pro and Jobber are easier to use, cheaper, and sufficient for 90% of shops.
- •The 'All-in-One' Trap: No software does Marketing, Accounting, and Dispatching perfectly. Don't try to force your FSM to be your Email Marketing tool.
- •Switching Costs: Replacing your FSM is like a heart transplant. It hurts. Choose wisely so you don't have to switch in 2 years.
The most common question we get: "Which software should I use?"
The answer depends on your Size and your Complexity.
If you are a one-truck operator, ServiceTitan will bankrupt you. If you have 50 trucks, Jobber will break under the weight of your data.
The 3 Tiers of Service Software
Tier 1: The Starter (1-3 Trucks)
- Tools: Jobber, FieldPulse, Workiz.
- Pros: Fast setup (1 day), mobile-first, cheap ($50-$100/mo).
- Cons: Weak reporting, no complex inventory management.
- Verdict: Great for "Chuck in a Truck" growing into a business.
Tier 2: The Scaler (4-15 Trucks)
- Tools: Housecall Pro, Service Fusion.
- Pros: Good dispatch boards, decent QuickBooks integration, automated SMS.
- Cons: Job costing is often "loose."
- Verdict: The sweet spot for most businesses.
Tier 3: The Enterprise (15+ Trucks)
- Tools: ServiceTitan, Sera.
- Pros: Granular data. You know exactly how much profit Tech A made on Tuesdays vs Tech B.
- Cons: Expensive implementation ($10k+), complex UI, requires a dedicated admin to manage.
- Verdict: Necessary for Private Equity or massive scale.
The CRM Problem
Most FSMs (ServiceTitan included) are terrible at Marketing. they are great at booking jobs, but bad at "nurturing" cold leads.
The Solution: You need a Marketing CRM (like HubSpot or GoHighLevel) sitting in front of your FSM.
- Lead comes in: Goes to Marketing CRM.
- Lead books job: Pushed to FSM (via Zapier).
- Job Complete: Revenue data pushed back to Marketing CRM.
Verification Checklist
- QuickBooks Link: Does it sync two-way with QuickBooks Online? (Crucial).
- Mobile App: Download the app. Is it easy? If your techs hate it, they won't use it.
- Offline Mode: Does it work when the tech is in a basement with no signal?
Common Mistakes
[!CAUTION] Over-Buying Don't buy ServiceTitan because you "plan to be big." Buy the tool that fits you now. The complexity of Enterprise software slows down small teams. Migration later is painful, but bankruptcy now is worse.
- Ignoring Key Features: Check specifically for your trade. Plumbing needs "Price Book" support. Landscaping needs "Recurring Route" support. They are different.
- Self-Implementation: If you buy Tier 3 software, pay for the professional onboarding. Do not try to set it up yourself on a weekend.
FAQ
Q: Can I run my business on Excel? A: No. You will lose data, lose leads, and look unprofessional.
Q: Is Salesforce good for contractors? A: It's too generic. You will spend $50k customizing it. Stick to industry-specific FSMs.
Sources and References
- Capterra: Field Service Management Reviews - User ratings.
- ServiceTitan: The Benchmark Report - KPI references.
Changelog
- 2024-07-16: Initial publication.
Read Next in This Hub:
- Automated Dispatching - Routing the trucks.
- API Integrations - Connecting the pieces.
Related System:
- Automation Architecture - We build the stack.