How to Evaluate Field Service Software in 2025
A Practical Guide for OEMs and Industrial Service Leaders
Choosing the Right Tool Isn’t Just a Feature Match
There’s more field service software (FSS) choice than ever in 2025—but also more risk. OEMs and service-heavy manufacturers often choose platforms based on flashy dashboards, only to find limitations when real operations begin.
This guide offers a practical, criteria-led approach to evaluating FSS—backed by 2025 industry research and designed for how field teams actually work.
1. Mobile-First UX for Frontline Technicians
If your technicians can’t update jobs or log notes in real time, your data suffers. Look for software with robust offline modes, voice input, and mobile-friendly interfaces.
“90% of FSM users consider mobile access essential” — Capterra
Solutions like the Makula Field Service platform are built from the ground up for mobile usability—so techs can actually use it while on site.
2. Embedded AI: Beyond Just a Buzzword
Not all “AI-powered” platforms are equal. Look for copilots that summarise jobs, recommend actions, or automate reporting—not just chatbot-style assistants.
“88% say AI improves uptime and lowers service costs” — Geotab
Makula Industrial AI includes summarisation, knowledge base retrieval, and voice-driven note-taking—real value, not fluff.
3. Asset-Centric Thinking: Not Just Tickets
Technicians need more than a job sheet—they need asset history, documentation, fault patterns, and part usage.
“Asset structures improve first-time fix rates by 25%” — Limebox
Makula’s Asset Hub allows teams to track complex hierarchies and link service logs directly to parts and parent machines.
4. Modular Design & Integration Fit
Choose platforms that integrate with your ERP, CRM, IoT, or inventory systems without months of middleware setup. Beware of overly rigid “suites” that require you to replace everything.
“Best-of-breed FSMs offer plug-and-play integration” — Field Service News
Makula is API-first, with modular components you can adopt gradually—no big bang migration required.
5. Customer Portals: Reduce Friction, Increase Stickiness
Modern OEMs want to offer self-service portals where customers can log requests, view job status, and approve quotes. That’s no longer optional.
“One-stop portals reduce inbound requests” — Housecall Pro
Makula’s Customer Portal gives end-users a branded, role-based view of their service environment—reducing emails and increasing trust.
6. Total Cost of Ownership > Licence Sticker Price
Some tools look cheap—but come with expensive setup, inflexible SLAs, or hidden charges per user.
“Setup costs alone can exceed $15,000” — Fieldproxy
The Makula Pricing model is transparent and scalable. You know what you're paying for—and what you aren’t.
7. Onboarding, Training & Support: Will They Walk With You?
Evaluate onboarding timeframes, documentation, and support responsiveness. Do they offer OEM-specific best practices or just generic help articles?
“24/7 support and onboarding are non-negotiable” — ManageEngine
Makula offers in-app tutorials, onboarding playbooks, and access to product specialists familiar with industrial workflows.
8. Workflow Customisability & No-Code Configuration
Can you adapt the platform to your service workflows—or do you need consultants for every minor change?
“Software that adapts to your business logic—not the other way around—is a competitive advantage” — Service Council
Makula's Digitalise Field Service stack lets teams create custom flows by machine type, region, or customer tier—without touching code.
Choose Software That Matches the Way You Work
Evaluating field service software in 2025 isn’t about chasing features—it’s about aligning with how your teams operate in the real world. The best platforms will help you scale service, not just digitise it.
Makula was built specifically for OEMs. From asset-level insights to mobile-first tools and no-code workflows, it helps you roll out a smarter, leaner field service function—fast.
Why Makula is Built Different for Field Service
Unlike generic tools repackaged for industrial teams, Makula was purpose-built for OEM field service. It combines technician-first mobile UX, asset-centric logic, and powerful AI copilots—all under one modular, integration-ready platform. You don’t need to rebuild your tech stack to modernise your operations. You just need a platform that fits how OEMs really work.
