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Field Service Management Vs CRM - What's The Difference?

· 5 min read
Shoaib Ahmed
Srinidhi Narayana

Qualified field service owners often find that customer relationship management and field service management are commonly confused by the public, but there is a good reason for this. The public sees how essential CRM is to their daily lives, and most of them know about field service management because they need to know if their systems break down who can easily fix them.

Field Service Management Vs CRM

A field service management software helps businesses streamline and optimize their field efficiency. However, a customer relationship management (CRM) tool offers another opportunity to anticipate and plan for the full customer experience. It's possible to confuse one with the other – but they are very different systems.

A CRM can help businesses track each interaction with a client from initial contact to closing the sale. A good CRM tool is like a helping hand for business owners because it can prospect clients and lead them through the sales process towards the point of conversion.

However, what happens if the business is field-driven and you need to pass the leadership to your field sales team? For example, a dedicated field sales management software by a mobile CRM is what the business needs. A field sales management tool includes many features that make it easier to do your job more efficiently and successfully.

FSM Vs CRM Thumbnail

Why Do You Need A CRM Or Field Service Management Software?

Your field sales management tool helps you orchestrate the whole customer relationship journey. With software available to your field force, you can track every step in and out of a customer journey as it pertains to lead generation and win rates.

With a good CRM or FSM, you can:

  • Get real-time updates on Field resources.
  • Capture and document data without papers.
  • Make automation and intelligent assignments.

Benefits Of Field Service Management Software Vs CRM

Monitoring Team Performance

Both CRM and field sales management software are heavily reliant on team performance. Updates, alerts, and modifications populate in real-time in both the tools, enabling respective team members to take action fast. With many processes being automated, the time it takes to take action is also optimized. However, there is one major difference between both these software types. A field sales management software deals with monitoring performances concerning field jobs, while CRM encompasses something greater - managing the updates of a customer.


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Sales Forecasting To Cross-Selling

A customer relations management system (or CRM) helps a company improve its sales forecasts by tracking the amount of communication between an organization and any of its customers. The system can also be used to cross-sell or upsell products to existing customers or create additional follow-ups between your company and potential clients. Using different solutions, managers can also analyze the productivity of field workers—not only can they track how many jobs they've closed in a day, but they can also find out if their sales teams are meeting service level agreements (SLAs). It's even possible for managers to find out where their agents are at all times!

Customer Vs Field

CRM is best for collating all the data resulting in a controlled communication flow, keeping in mind your customer's changing requirements. But a, field sales management software has more direct involvement with automating the daily workload, giving field agents freedom to work proactively; they can organize their time and complete their tasks on time and efficiently with enhanced capabilities like route optimization and live tracking. As a result of these added features, you get some transparency across all mid-level tasks within your organization.

Field Technician Confused With service management

A Quick Comparison

CRM can let you know how your company is performing as a whole and enable you to see what levels of service you are providing from your customers' perspectives. It encompasses taking a look at your overall sales communication strategy and comparing it with how things pan out in the real world so that you can work on closing any potential gaps you might have if they arise and be just one step ahead of everyone else.

Adding a field CRM or mobile sales force automation tool to your business helps you track your team's progress and performances through their journey, i.e., from pitching a particular client, executing their service, and finally closing a sale for the company. This ensures that you can monitor crucial parts of the field sales process effectively, helping schedule them accordingly, improve productivity by knowing how certain tasks can be automated, and serve customers better.