Your Guide to Software Selection

The Best Work Order Management Software in 2018

Work order management software is a specific kind of asset management software that helps to create and manage service requests and — you guessed it — work orders. Usually, these work orders are for various types of maintenance tasks. Work order software is often 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, or FSM software.

Both types of software are used to 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.

What are the Key Features of Work Order Management Software?

All of the different vendor options for work order software have certain major features in common. These tools are essential in running a successful operation.

Ticketed Maintenance System

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

This system organizes and streamlines the ticket creation and processing lifecycle. 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 work order software systems 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 to focus on the job at hand.

For example, the 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 financially related information such as depreciation data.

Reporting

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

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

Get our CMMS Software Comparison Report.

What are the Benefits of Work Order Management Software?

Work order management software focuses on improving and enhancing maintenance software. The following are some key benefits you can expect from any FSM or CMMS tool you choose.

Reduces 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.

More In-Depth Understanding

In addition to key efficiency outcomes, work order management software 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 systems are being supported over time. This can be done using pre-defined KPIs or customizable qualifiers, depending on the system. All sorts of data can be mined using this feature, feeding into general business intelligence systems that help craft a better path forward for the enterprise.

Decreases Tedious Tasks

Another benefit of work order 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.

Best FSM Work Order Management Software

Top Field service management solutions for work order management

First, we’ll talk about the best work order management solutions in the field service 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 clients’ home or business. Or, you may be maintaining your clients’ own equipment.

In addition to work orders, FSM solutions help dispatch, 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 97 Leaderboard score

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 is able to predict what time a job will start and how much time it’ll take with 98 percent 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.

Screenshot of Oracle Field Service Clouds Dispatch Interface

Easy-to-understand scheduling tools make Oracle Field Service Cloud a simple choice for many businesses.

Your company will also benefit from the increased productivity thanks to optimized job assignment and routing. Moreover, Oracle is equipped with 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 EBusiness Suite and other Oracle software.

Price: $$$$$
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Company Size Suitability:S M L

ServiceMax 97 Leaderboard score

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 Leaderboard. And, needless to say, it has wonderful work order capacity. With this system, you can easily add jobs and see job history. Users are also able to 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 Analytics

ServiceMax also offers excellent analytics to better understand overall performance.

This system also gives users access to customer information at any time, as it is built on 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.
Get our Field Service Management Software Comparison Report.

Reviews (4): 80/100
Price: $$$$$
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ServicePower 87 Leaderboard score

ServicePower facilitates the work order process in a number of ways. Firstly, dispatchers are able to 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

ServicePower makes viewing and editing 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 both SMBs and enterprises.

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Click Field Service Edge 83 Leaderboard score

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

click field service edge screenshot

Click software provides colorful Gantt charts so users can quickly see job timelines.

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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Company Size Suitability: S M L

Fleetmatics WORK 77 Leaderboard score

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 as jobs are finished. Moreover, work order creation can be approved on the field, minimizing downtime for your technicians.

Fleetmatics WORK screenshot

Fleetmatics offers a clean interface for scheduling jobs.

Fleetmatics 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.

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Company Size Suitability: S M L

Best CMMS Work Order Management Software

CMMS software is similar to FSM 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. 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.

Top CMMS solutions with top rated work order management

CHAMPS CMMS/EAM 86 Leaderboard score

This vendor’s work order management feature is excellent for scheduling and managing tasks. Scheduling is made easy with a drag-and-drop functionality that enables users to create work requests while assigning labor. Your technicians can view their assigned tasks from any time in the mobile app. They also have access to all past inspection notes.

champs cmms eam work order

CHAMPS provides an online interface to edit work orders from.

Office users benefit from real-time alerts as a task progresses, whether pre-planned or added during the job. CHAMPS Software’s CMMS solution is available both in the cloud and on-premise and is recommended for medium-sized or large businesses.

Reviews (3): 86/100
Price: $$$$$
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Company Size Suitability: SM L

Maxpanda CMMS 85 Leaderboard score

Maxpanda’s CMMS software supplies excellent work order management tools in a few ways. First, users can create work order requests for any type of maintenance with ease. Additionally, office users can filter work orders by a number of metrics including job number, completion status, start and end dates, hours, cost and more.

Maxpanda CMMS allows users to review assets in one convenient location.

Office staff can also use the solution to set up automated scheduling. This supports recurring jobs, such as preventative maintenance. Technicians can use the mobile app to address work requests in real time, reducing the need to continually stay in contact with the office. Maxpanda CMMS is available both in the cloud and on-premise and is suited for businesses of all sizes.

Reviews (53): 94/100
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Company Size Suitability:S M L

Hippo CMMS 84 Leaderboard score

Hippo CMMS is a widely popular tool thanks to its low price point and its ability to help small businesses in a variety of industries. This vendor allows users to manage single or multiple work orders throughout their lifecycle. Users can create work order requests and assign technicians as needed. Technicians are then able to access work orders from the mobile app. The mobile app allows users to take and attach photos and document other aspects of the job.

hippo

Hippo CMMS allows users to reject or approve work orders.

This solution also provides automated alerts to technicians to help keep them on track and finish jobs on time. Further, users can set up automated scheduling for recurring tasks. Hippo CMMS is available as a cloud-based solution and on-premise for small to mid-sized businesses.
Get our CMMS Software Comparison Report.

Reviews (3): 81/100
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Company Size Suitability:S M L

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 a 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 be equipped with a system you love so much, you’ll wonder how you ever did business without it.

What do you think of our list of the best work order software solutions? Is there a product you use at your business that we didn’t mention? Let us know why it should be on this list in the comments below!

Kim O'ShaughnessyThe Best Work Order Management Software in 2018

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