Service Order Management Software

Is your company looking to optimize their customer service productivity? Every business requires some form of customer support and the customers deserve a prompt response time. This can be achieved with help of an effective Service Order Management Software.

If you are searching for the best Service Order Management Software, you have come to the right place. The below guide was created with the idea that you understand that there are completely different software options available when you decide to choose a SaaS solution.

Robustly built as an end-to-end solution to ensure government compliance, Service Order Management Software empowers your service unit to execute with greater efficiency across the board. With intelligent business rules and automated actions, your organization can expect increased flexibility, reduced costs and enhanced collaboration across departments. It is this combination that creates a competitive advantage to keep you ahead of the curve.

Service Order Management Software

Best Work Order Management Software

 Kriti Agarwal  CMMS, Field Service Management  No comments

Work order software is a specific kind of asset management software that helps create and manage service requests and work orders. Usually, these work orders are for various types of maintenance tasks. Work order management software often comes folded into a category called computerized maintenance management systems, or CMMS software. But you can also find work order management functionality from field service management software.

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Best Work Order Software

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Both types of software track and maintain assets such as equipment and facilities. However, a work order management system focuses on features that support preventive maintenance as well as general scheduled asset maintenance and management processes.

Types

Reactive

Reactive or corrective maintenance, or the process of fixing something after it has broken or malfunctioned, is what most people picture when they think of maintenance. The ideal candidates for reactive maintenance are assets with unpredictable and affordable breakdown patterns. When performing reactive maintenance, technicians trigger a work order following a failure or breakdown.

Preventive

Performing maintenance in advance of a breakdown or malfunction is known as preventive maintenance. Regular preventative maintenance done at predetermined intervals is typically more cost-effective than reactive maintenance done solely when it is absolutely necessary. Preventive maintenance involves a single event or meter threshold that initiates a service order.

Process

The sequence of steps through which maintenance is ordered, carried out and recorded is known as the work order process. Your team must follow up to make sure there are no additional problems that call for reopening the work request. Here are the steps for the work order process:

1. Problem Identification

The majority of identified maintenance tasks and fixes are what result in an unanticipated failure or problem. There are various techniques to trigger maintenance, including observable failures and usage- or time-based indicators. Everyone in the company should be able to recognize these equipment failures and unusual problems so they can notify the maintenance department.

2. Generate New Work Orders

The next step is to submit a work order request form as soon as a staff member discovers that an asset needs maintenance. By doing this, the issue is brought to the attention of the facilities and maintenance staff, allowing for quick prioritization and resolution. The form includes information on the location of the asset, the problem or maintenance needed, images or videos, if applicable, and any other relevant information.

3. Work Order Approval

The manager’s approval is crucial prior to starting work after the work order comes through. Prioritizing the maintenance request is also essential, particularly if the work order request does not specify the exact priority level.

4. Assign Maintenance

You must manually assign work orders to technicians if you are unable to assign them automatically. Consider each technician’s current workload and specialized knowledge when allocating time to work on the request.

The designated technician must abide by all safety regulations and follow all established procedures for repairing equipment. The technician completes the maintenance, records their work, and fills out the work order form with all necessary details.

5. Complete Maintenance and Close Work Order

You can check to make sure everything is in proper working order once maintenance is complete. To make sure it continues to function properly, you might wish to schedule a follow-up inspection or occasionally examine the work order.

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Best Practices

There are some best practices to organize your work orders efficiently.

1. Standardization

It’s always preferable to aim for consistency no matter what method you’re using, from antiquated scraps of paper to slightly more contemporary spreadsheets. It’s much simpler to maintain everything in one place when you’re using one standard.

2. Schedule and Prioritize

Set up and schedule your preventive maintenance tasks and inspections first. But you should be prepared to rearrange your PM work orders to make room when more urgent stuff comes up.

PM tasks don’t have deadlines; they have tentative completion timelines. This implies that there is flexibility to move preventive maintenance up or back a little, depending on other projects.

3. Make Detailed Work Orders

Once you have your maintenance requests, you must create work orders packed with the vital information technicians need to do their tasks swiftly and efficiently. The more information they have before beginning, the simpler it will be for them to finish.

The technician should arrive knowing exactly what they need to do and how to execute it. You want them to have everything they need in case the upkeep or repairs begin to deviate midway through the process.

Key Features

All the different vendor options for work order software have certain major features in common.

Work Order Management Features

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These tools are essential in running a successful operation.

Ticketed Maintenance System

One of the most fundamental CMMS tools is an interface for scheduling ticketed maintenance. Most people in facilities management are familiar with the idea of maintenance tickets — a unique number identifier matching the description of the tasks at hand, generated by an administrator, a customer or some other party.

This system organizes and streamlines the ticket creation and processing life cycle. It supports actions taken by maintenance personnel to resolve a particular issue and close out the ticket. Many systems offer role-based access to who can open and close tickets to ensure accuracy. Work order management brings sophisticated dashboard and interface technologies to the ticketing process to make it more efficient.

Asset Resources

Another major component of most service order software comes in the form of asset resources. These informational resources usually reside within the system in readily available places, allowing users to find key information about a particular asset quickly. This enables maintenance personnel to use their time more efficiently and focus on the job at hand.

For example, asset resources will often show warranty information, regulatory expectations and maintenance records to help technicians maintain best practices for maintenance, repair and preservation. They may also have some tax or financial information, such as depreciation data.

Reporting

Yet another major feature of work order management systems is reporting. Different vendors offer their own unique types of proprietary reporting. Reporting can show enterprise managers more about what kind of predictive maintenance employees performed on assets, what needs scheduling for the future and how to schedule the best preventive maintenance for each asset.

Work order software also integrates BI capabilities, offering users predictive analytics to spot and solve failures and maintenance issues. These tools vary depending on the client’s needs, size and industry.

Recurring Work Orders

Organizations can maximize asset value by reducing equipment depreciation using a preventive maintenance (PM) plan. PM systems rely on well-organized maintenance plans and reliable recurring work order systems.

Of course, the best way to assign pending jobs constantly is using software with recurring work order capabilities. Management can automate the daily, weekly, monthly and yearly scheduling of PM notifications with a good work order tracking system. Managers should be able to quickly and easily pick custom dates.

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Primary Benefits

Work order management software focuses on improving and enhancing maintenance software.

Work Order Management Benefits

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The following are some key benefits you can expect from any FSM or CMMS tool you choose.

Reduce Unexpected Issues

One of the most evident benefits is the ability to perform preventive maintenance at scheduled times. Preventing breakdowns before they occur leads to more longevity for business assets. Anticipating potential problems also saves users money, as it is almost always cheaper to maintain an asset in small bits and pieces than replace the entire asset if it fails. Preventive maintenance management also helps streamline workflows by reducing emergency maintenance situations and providing orderly scheduling features for technicians and administrators alike.

Increase In-depth Understanding

In addition to key efficiency outcomes, a work order program can use the data stored in it to provide valuable business intelligence.

Most dashboard and reporting systems allow top-level managers to come in and look at how employees support systems over time. You can do this by using pre-defined KPIs or customizable qualifiers, depending on the system. You can mine all sorts of data using this feature, feeding into general business intelligence systems that help craft a better path forward for the enterprise.

Decrease Tedious Tasks

Another benefit of work order management software is maintenance automation. For example, instead of physical paper tickets and labor-intensive paperwork, everything is managed and tracked via a specially-designed digital dashboard. Many field service solutions provide color coding and drag-and-drop scheduling for ultimate ease of use. This allows that information to be automatically — not manually — updated.

Extend Asset Life Spans

Asset life tracking is critical for a business. With software, you can determine whether the asset is functioning well or not as well as whether it requires any type of assistance. In general, it guarantees that assets are performing excellently and moving in the best direction.

When a company is aware of the condition of its assets, it may make the best decisions to save money and extend the absolute physical lives of assets. The ability to control, manage and expand the asset life span is one of the major benefits of asset tracking. It provides regular updates to ensure the best possible asset upkeep.

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Best Work Order Software for Field Service Management

First, we’ll talk about the best work order management solutions in the field service management realm. These systems are great if the equipment you manage is not on company property. For instance, your business might maintain its own equipment but in a client’s home or business. Or, you may be maintaining your clients’ equipment.

Best Work Order Software for Field Service Management

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In addition to work orders, FSM solutions help dispatching, routing, customers and technicians. FSM software provides the tools necessary to maintain equipment with a large emphasis on customer satisfaction (hence the term “service”). These next systems are the FSM solutions with the best work order functionality:

Oracle Field Service Cloud

Oracle’s solution has excellent work order capabilities (of course), but it also hosts a comprehensive suite of other field service tools. This vendor provides a fantastically well-rounded system to fulfill all your field service needs.

Oracle automates and optimizes your work order management in several ways. First, the system can predict what time a job will start and how much time it’ll take with 98% accuracy. Certainly, no one will mourn the loss of the four-hour service window with this feature. It also takes travel time into account, allowing you to supply your customers with the most up-to-date information to keep satisfaction high.

Oracle Field Service Management

Oracle Field Service Cloud has a user-friendly interface to navigate across the platform.

Your company will also benefit from increased productivity thanks to optimized job assignment and routing. Moreover, Oracle includes great contract management capabilities that take care of your SLAs and allow you to upload the necessary documents.

This solution easily integrates with other products, especially for users of Oracle’s E-Business Suite and other Oracle software.

Price: $$$$$

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ServiceMax

ServiceMax is also a robust maintenance management solution when it comes to work orders. It’s just as comprehensive as Oracle, with both systems scoring 97/100 on our Jumpstart app. And, needless to say, it has wonderful work order capacity. With this system, you can easily add jobs and see job history. Users can also record more information about their jobs from external sources, upload documents and take notes. Don’t spend another minute deciphering chicken scratch when your technicians could type their notes instead.

ServiceMax Work Order Management

Access detailed work order information and field service actions using ServiceMax.

This system also gives users access to customer information at any time, as it utilizes the Salesforce App Cloud platform. Manage your contracts and satisfy your SLA requirements with the system, too. However, since this software is offered only in the cloud, there’s a small chance it won’t be suitable for some organizations.

ServiceMax works well in many different industries and for companies of nearly all sizes. This vendor’s customers hail from over a dozen different trades and range from mid-sized businesses looking for a competitive edge to massive enterprises. Wherever your business lands, ServiceMax can probably help you out.

Price: $$$$$

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Company Size Suitability: S M L

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ServicePower

ServicePower facilitates the work order process in a number of ways. Firstly, dispatchers can see where technicians are using GPS tracking and can add jobs while they’re still on the field. For field technicians, this work order software allows them to take notes and photos right in the system.

ServicePower Work Order Management

ServicePower makes viewing work orders uncomplicated.

What’s more, the system allows for collaboration with third-party contractors should a job ever require personnel outside of your typical workforce. This feature is especially helpful when demand exceeds the staff you have on hand. All these capabilities help your company maintain your SLAs and contracts while increasing customer satisfaction.

ServicePower is available as both an on-premise solution and as a cloud-based product. It also boasts a low price point and services for both SMBs and enterprises.

Price: $$$$$

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Click Field Service Edge

Click Field Service Edge (CFSE) is available at three different tiers, all of which include dispatch capabilities. Dispatchers can use this solution to manage the availability of their technicians and assign jobs based on skill and geographical proximity.

ClickFSE Work Order Management

Click Field Service Edge offers a dedicated view of each work order with details.

In addition to these tiers, ClickSoftware offers a series of add-ons to strengthen your service as you’d like. You can choose add-ons that help you meet SLA requirements, automate time tracking, provide real-time updates, manage outside contractors and give your technicians the ability to take photos and notes on the job.

So far, we’ve seen CFSE’s service work order software provide customization at every turn. Besides the ability to choose your tier and your add-ons, you can also choose your deployment method. Both cloud and on-premise deployment are available.

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Verizon Connect

Verizon Connect, formerly known as Fleetmatics, might be last on this list, but its maintenance work order software is every bit as powerful as its competitors. First, users can track job status with real-time updates and use this information to create additional tickets when finishing jobs. Moreover, work order creation can be approved on the field, minimizing downtime for your technicians.

Fleetmatics Work Order Management

Verizon Connect offers a clean interface for viewing orders by using different filters.

Verizon Connect also has great documentation capabilities enabling technicians to take notes and photos. It’s available as a SaaS solution for small to mid-sized businesses. It’s compatible with a wide variety of mobile devices, which is especially good for SMBs based out of home offices.

Price: $$$$$

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Company Size Suitability: S M L

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Best Work Order Management Software for CMMS

CMMS software is similar to field service management but doesn’t provide tools that facilitate technician travel or customer relationships. Instead, CMMS focuses far more on the assets, related labor, business intelligence and inventory.

Best Work Order Management Software for CMMS

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CMMS solutions are probably a better choice if your maintenance takes place primarily on company premises. While many systems support jobs across multiple locations, it’s not with customer satisfaction in mind.

UpKeep

UpKeep is a CMMS solution and enterprise asset management (EAM) program that runs on mobile devices. This all-in-one solution is appropriate for businesses of all types.

UpKeep Work Order Management

Track and manage assets with UpKeep’s asset management.

Maintenance and facility managers can use it to handle work orders, schedule preventative maintenance and track assets. The use of CMMS software can help you avoid unplanned downtime and increase the life of your equipment.

Top Benefits

  • Limit Downtime: Export work order history and filter reports by asset, technician and location to reduce downtime. Keep a running log of asset profile information and track asset health over time.
  • View Usage History: Logs room usage and tracks lockout-tagout operations by technicians for auditing purposes. For improved maintenance and record-keeping, add notes, floorplans and a variety of other documents to these histories.
  • Automate Workflows: Limit clerical efforts by automatically assigning work to specific technicians based on location or asset type. When the threshold value is achieved, set the inventory management module to automatically reorder spare parts.
  • Develop a Branded Site: Provide clients with the ability to submit their work order requests via the request portal. By allowing users to make external work orders, you can develop a branded site to improve client experiences and manager workflows.
  • Analyze and Forecast Costs: Assess asset life span and determine whether it is worth fixing by comparing depreciation data with downtime data.

Primary Features

  • Work Order Management: Role-based access allows users of various categories (tenants, technicians and managers) to create work order requests via the customer portal or mobile app. The requester can track the status of their work order and, if necessary, make changes to the details.
  • Mobile App: Enable technicians to send in-app messages to connect with management and each other as well as update work orders in the field using the mobile app.
  • Asset Management: Asset management entails keeping track of and monitoring the performance of assets. Get a complete picture of an asset’s life cycle, repair costs and information.
  • Reporting: Obtain information on both high-level and granular measures. To determine which assets require the most care, assess technician efficiency, compute work order fulfillment rates and generate reports on individual assets or entire facilities.
  • Maintenance Management: Work orders can have pre-made checklists or custom checklists added to them. Create calendar-based PMs as far in the future as needed using preventative maintenance scheduling.

Limitations

  • Difficult to export and import data.
  • Card is not visible after the work order is closed.
  • The task is only visible to the assigned person and not team members.

Price: $$$$$

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Company Size Suitability: S M L

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Fiix

Fiix offers you the ability to manage and track assets, manage work, and analyze reports to make data-driven decisions. It also enables you to manage availability and power generation operations, operating capacity, plant load factor (PLF) and efficiency, inspection scheduling and work orders based on machinery triggers, barcode scanning, and image attachments on work orders.

Fiix Work Order Management

View all work orders under a single dashboard in Fiix.

Fiix is designed to cater to medium-sized and large companies and serves manufacturing, food and beverage, and pharmaceutical industries.

Top Benefits

  • Simplify Data Searches: You can use nameplate information or identifying details to search for asset information.
  • Access Information Remotely: Use the mobile application to carry out maintenance operations, access work request forms, add inspection-type tasks to scheduled maintenance and work orders, set up follow-up activities, scan QR codes, attach images, and track results in the log. Guest users can submit work requests through mobile devices, tablets, browsers or desktop apps. The app also functions in offline mode.
  • Streamline Communication: Keep other departments in the loop and send emails about work orders, low stock times and more. Automate processes like sending reports to plant and operation managers or sending notifications to production when an asset goes offline.
  • Assign Tasks Automatically: You can automatically assign an asset to a specific user, group or work order and a maintenance task to a team or a staff member.
  • Integrate Seamlessly: Prebuilt integrations with IoT partners and developer tools help you integrate with business software like SAP, Oracle and NetSuite and connect with sensors and assets to control systems.

Primary Features

  • Asset Maintenance Management: Fiix organizes and tracks assets with features to build and import asset hierarchies, store information, track asset history, organize parts inventory, manage downtime and ensure equipment efficiency.
  • Failure Codes: This feature provides technicians with preset failure codes to provide support, understand the cause of failure and provide an action framework.
  • Preventive Maintenance: Date- or time-based triggers, meter reading triggers, and event- and alarm-based triggers automate PM by sending standardized task lists and notifications for upcoming maintenance.
  • Downtime Tracking: You can track and measure equipment uptime, downtime and history. Prebuilt widgets analyze stored information to determine asset KPIs such as mean time between failure (MTBF) and mean time to repair (MTTR).
  • Meter Readings: You can track equipment usage with meter readings and create triggers for scheduled maintenance activities based on these readings.

Limitations

  • It’s difficult to customize reports.
  • A desktop version isn’t available.
  • Multisite project capabilities are limited.

Price: $$$$$

Deployment: 
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Company Size Suitability: S M L

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eMaint

eMaint is a CMMS solution hosted in the cloud that helps businesses manage assets, optimize workflows, manage inventory using the Internet of Things and schedule preventive and predictive maintenance.

eMaint

Close work orders quickly with eMaint’s work order management.

It is an excellent option for property maintenance for businesses of all sizes.

Top Benefits

  • Plan Maintenance: eMaint allows users to construct an unlimited number of preventative maintenance jobs based on meter readings for particular assets or on a calendar-based interface.
  • Increase Productivity: Preventive maintenance plans and work order management assist personnel in streamlining tasks like repairs and job requests, resulting in increased productivity. Because they are no longer bound to a PC to prepare write-ups or work orders, both management and technicians profit from mobile access.
  • Improve Visibility: Condition monitoring, reports and work order management all serve to boost visibility and transparency into the organization’s day-to-day operations.
  • Boost ROA: Organizations may maximize their return on assets by increasing asset uptime, extending asset life spans and decreasing unexpected failures through routine maintenance activities.
  • Ensure Regulatory Compliance: Audit trails, use logs and other thorough documentation options let users keep records that help establish regulatory compliance, prepare for inspections and educate users about rules.

Primary Features

  • Work Order Management: Guests can access a user portal to request work orders. You can schedule routine maintenance jobs and assign them to technicians on-site or in the field. With the built-in PDF editor, management can keep track of work permits, store data and amend permissions.
  • Inventory Management: Ensure that spare parts are available for critical repairs by gaining visibility into spare parts inventory. Barcode tracking keeps stockrooms orderly.
  • Maintenance Management: With the maintenance management feature, users may schedule maintenance activities, allocate them to personnel, create preventative maintenance plans and simplify repair work.
  • Condition Monitoring: The asset metrics of noise, pressure, vibration, temperature, flow, lubrication, wear and corrosion are monitored by the condition-based maintenance tool. Users can set upper and lower criteria for certain measurements. If measurements surpass those thresholds, the system will send out an alert allowing staff to do maintenance right away.

Limitations

  • Lack of mass report publishing.
  • Does not integrate with enough accounting tools.
  • Complicated implementation may require extra time.

Price: $$$$$

Deployment: 
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Company Size SuitabilityS M L

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Next Steps

Now that you’ve gotten a chance to hear a little bit about the best work order management software, you’ll want to take a look at the leading systems on a more in-depth level. We have comparison matrices for both FSM and CMMS:

If your business primarily focuses on managing assets in-house, check out our CMMS software comparison matrix.

If your company manages assets for other organizations or clients, see our FSM software comparison matrix.

Both rank all the top vendors in their markets according to our analyst team’s evaluation of each product. Our analyst team scores products based on their work order capability, along with several other top requirements.

Compare both field service management and computerized maintenance management systems against your own business requirements to see which vendor can cater to your company’s exact needs. When choosing software, it’s important to consider all the features you need and not just the one or two most important. Doing this ensures you’ll find a system you love so much you’ll wonder how you ever did business without it.