About
FieldService360 is a purpose-built field service management software (SMS) designed for manufacturers in industries such as durable goods, heavy equipment, HVAC, refrigeration, aerospace, medical devices, and commercial kitchen equipment. The platform manages every stage of the service lifecycle — from the moment a customer submits a request through a web portal or phone call, through intelligent work order creation, technician scheduling and mobile dispatch, on-site repair and documentation, customer sign-off, and fully automated billing via ERP integration. Field technicians receive work orders directly on their mobile devices via the SM mobile application. They can document parts used, labor time, and additional expenses on-site, and capture electronic customer signatures to confirm job completion. The system then automatically triggers invoice generation through the connected ERP system, eliminating manual billing steps. FieldService360 offers native, real-time integration with Infor XA, Infor M3, Plex ERP, and SAP, ensuring that inventory availability, customer data, and financial transactions are always accurate across the organization. A built-in data warehouse supports robust reporting and analytics, helping service managers identify trends and optimize operations. Additional capabilities include preventive maintenance contract management, RMA tracking, parts inventory control, a dealer service portal, and a customer-facing self-service portal for request submission and status tracking. An open API allows custom integrations. FieldService360 is ideally suited for mid-to-large manufacturers looking to convert service operations from a cost center into a profit center.
Key Features
- Mobile Dispatch & Field Documentation: Technicians receive dispatched work orders on their mobile devices and document repairs, parts used, labor time, and expenses in real time from the field.
- Real-Time ERP Integration: Native, bidirectional sync with Infor XA, Infor M3, Plex ERP, and SAP keeps customer data, parts inventory, invoicing, and financial transactions perpetually up to date.
- Electronic Signatures & Automated Billing: Customers sign off on completed jobs electronically via the mobile app, instantly triggering invoice generation and transmission through the integrated ERP system.
- Customer Self-Service Portal: A branded web portal lets customers submit service requests, track work order status, and communicate directly with the service team without phone calls.
- Intelligent Scheduling & Dispatching: The system schedules work orders based on technician availability, skill set, geographic location, and job urgency, optimizing resource utilization across the service team.
Use Cases
- Managing end-to-end field service work orders for a durable goods manufacturer, from customer intake to final invoice generation via ERP.
- Dispatching technicians with mobile work orders and enabling real-time repair documentation and electronic customer sign-off in the field.
- Synchronizing field service operations with Infor XA or Plex ERP for live inventory tracking, billing accuracy, and financial reporting.
- Automating preventive maintenance scheduling for equipment under service contracts, reducing unplanned downtime for customers.
- Turning a manufacturer's service department from a cost center into a profit center by improving technician utilization, billing speed, and customer satisfaction.
Pros
- Deep, Native ERP Integrations: Pre-built connectors for Infor XA, Infor M3, Plex, and SAP eliminate manual data re-entry and ensure real-time accuracy across service and financial systems.
- End-to-End Lifecycle Coverage: Handles the complete service chain — customer request, work order, dispatch, repair, sign-off, and billing — in a single platform, removing tool fragmentation.
- Industry-Specific Design: Built exclusively for manufacturers, the platform reflects durable goods workflows, compliance requirements, and service business models out of the box.
Cons
- Narrow Industry Focus: Designed primarily for manufacturers and durable goods sectors; service businesses outside these verticals may find the feature set misaligned with their needs.
- Enterprise Implementation Complexity: Deep ERP integrations and the breadth of features require significant onboarding, configuration, and IT involvement, making rapid deployment unlikely for smaller teams.
Frequently Asked Questions
Which ERP systems does FieldService360 integrate with?
FieldService360 offers native, real-time integrations with Infor XA, Infor M3, Plex ERP, and SAP. An open API is also available for connecting to other enterprise systems.
Is there a mobile app for field technicians?
Yes. The SM mobile application dispatches work orders to technicians' mobile devices and allows them to document repairs, parts, labor, and capture electronic customer signatures on-site.
Does FieldService360 support preventive maintenance contracts?
Yes. The platform supports scheduled preventive maintenance programs, allowing work orders to be automatically initiated based on contract terms and service intervals.
Can customers track their own service requests?
Yes. A customer-facing service portal — often embedded into the manufacturer's website — allows customers to submit requests, monitor work order status, and communicate with the service team.
What industries is FieldService360 best suited for?
It is purpose-built for durable goods manufacturers, including heavy equipment, HVAC, refrigeration, aerospace components, medical devices, and commercial kitchen equipment companies.
