FSM Software Vs CRM Comparison: Why You Should Consider One or the Other

As a business comprehends the idea of incorporating software or tool for business administration, it is common for it to run into the confusion of whether to go for FSM software or CRM software.

Digital maturity is critical for businesses to strive in the competition. To mature in their digital transformation journey, organizations look forward to adopting tools like FSM or CRM software. These software suites help integrate digital into the organization’s value proposition, operations, and workforce management. However, there is a plethora of software, all termed differently, highlighting their unique capacities. Organizations often struggle to identify the right software to fit their business needs.

Taking the cue, here is a comparison between the two very popular enterprise software applications – Field Service Management Software (FSM) and Customer Relationship Management software(CRM).

What Is Customer Relationship Management Software?

If you’ve never heard of CRM service management before, let’s start by defining it. CRM is a tool for business administration, and reports say its administration can contribute to 40–50% more profitability, cost savings, and a 50% faster application processing time.

Customer relationship management is a cutting-edge business strategy that centers all corporate activities around the customer’s needs. Thus, Customer relationship management software or CRM software can be understood as a tool to streamline business strategies, procedures, resources, and methods for the straightforward objective of gaining and retaining clients.

The implementation of CRM software for field services can create a unified environment to attract new customers and develop existing ones. Customer relationship management software can help with the following:

  • Attracting new customers.
  • Influencing ambivalent customers to become loyal.
  • Encouraging trusted customers to work with you on projects.

What Is Field Service Management Software?

Field Service Management (FSM) software is also a business administration tool like CRM. But FSM is more elaborate in its functionalities and focuses on multiple aspects to improve the operational efficiency of a business. So field service management software is a more holistic system for managing employees, users, departments, and products which are geographically located remotely.

In simpler words, when it becomes difficult (and hence expensive) for a business to work with field staff or control the placement of equipment or goods, it should consider the connection of special software for these purposes. In this case, FSM is a set of solutions ready for implementation using various mobile technologies and the Internet.

Under the above-stated condition, (i.e. when the cost of management of the remote divisions or employees increases) introduction of Field Service Management solutions will lower expenses and increase the efficiency of the company’s activity irrespective of territorial coverage.

In layman’s terms, if you are in California and your employees are in Pennsylvania, their movements, interactions with software or hardware, and the logistics of exchanging resources and goods will all become manageable and controllable.

Also read: CRM Software Selection Guide: 11 Things You Must Evaluate Before Buying

Quick FSM Software vs CRM Comparison

Now that we understand what CRM and FSM software is, let’s compare the two side-by-side.

CRM Field Service FSM
Compile all customer portal information to set up a communication flow that regularly considers the customer’s needs. Deals with automating field operations in more detail so that field agents may spend their time more efficiently and perform their field jobs effectively.
CRM for field services tracks all communications with a lead or customer, allowing the company to make sales projections better. It will enable sales teams to cross-sell or make additional sales to current customers. It monitors the field workforce’s productivity, including how many jobs are closed daily, whether SLAs are reached, or just tracking agent ETAs.These insights assist in the improvement of field processes.
CRM service management boosts sales by fortifying customer relationships. This is achieved by providing the necessary tools to develop a sales strategy, automating and analyzing customer interactions, and managing the customer database. FSM makes it easier to do business, helps technicians work more efficiently, gains customer trust, and increases customer satisfaction. This is achieved by providing customers with more information, work transparency, and real-time communication.
Throughout the sales cycle, the CRM tool assists the management of client communication. This is achieved by the fact that all contact with the client is entered into the CRM system, which builds a “client profile.” The sales staff can use this information to understand the needs of the client better, predict their further actions, and increase sales. FSM helps businesses streamline and optimize their field efficiency. This is achieved by tracking and managing employee performance, scheduling resources, and analyzing customer data.
Also, it helps in managing the sales updates of a customer. This is achieved by integrating contact management and sales management systems. Helps in monitoring team performance concerning field jobs. This is achieved by tracking the location of every field agent in real-time and viewing a summary of their job progress throughout the day.

FSM vs. CRM. What do You need for Your Business?

Now that we’ve compared field service management and customer relationship management software, let’s figure out what you need for your business.

  • If your business is service-oriented and you need to manage field schedules, work orders, customer information, etc., then Field Service management software would be a good choice.
  • If your business is sales-oriented and you need to manage customer relationships, track customer contact information, sales data, etc., then CRM software is a good choice.

Why Should You Choose One or the Other Software?

Choosing the right software for your business is required because it drives automation in your business. Irrespective of what size your business is, being a digitally mature organization is imperative to retain relevance in the market. Digital is not only about improving customer experience, it applies to every aspect of your business, including how your employees coordinate and work. The objective is to drive operational efficiency, make the work process prompt, and fast-track the delivery of services.

Without automation achieving these objectives are different. By picking the right software, you can achieve better operational efficiency and a strong hold on team and customer management.

CRM software can help businesses automate marketing and sales tasks. It can save businesses time and money by allowing them to focus on other tasks.

FSM software can help businesses automate tasks such as dispatching field service technicians and managing customer appointments. It can save businesses time and money by allowing them to focus on other tasks.

Selecting the wrong software might wind you up with a framework that doesn’t function admirably for your business.

Whichever type of software you choose, ensure it is the right fit for your business. Choosing the wrong kind of software can waste time and money.

We advise speaking with a specialist who can guide you if you’re still unsure about the kind of software that would work best for your company.

Thanks for reading. The side-by-side comparison of FSM and CRM service management software in this paper was our goal.


What is the main difference between CRM and FSM?

The main difference between CRM and FSM is that CRM is focused on sales and customer communications, while FSM is more geared towards field service management.

When should you pick CRM software?

If your business is sales-oriented and you need to manage customer relationships, track customer contact information, sales data, etc., then CRM software is a good choice.

When should you pick FSM software?

If your business is service-oriented and you need to manage field schedules, work orders, customer information, etc., then FSM software would be a good choice.

Is it possible to use both CRM and FSM software for my business?

It is possible to use both CRM and FSM software for your business. However, you will need to decide which type of software is the best fit for your needs. If you are unsure, we advise speaking with a specialist who can guide you.

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