A Contractor’s Guide to Software System Types and Terminology

By James R. Leichter (aka: Mr. HVAC)

If you are in the HVAC, plumbing, electrical industry, or another contracting business, you have likely heard terms like “FSM software”, “ERP software” and “CRM software” used to describe software programs you might have heard about. Have you ever wondered what these terms are used for and what they mean? Maybe you have wondered if these are official terms used by the software industry or just names people made up?

Business Management Software Categories

There are four main categories or classifications used to describe software designed to manage a contracting company or other business.

1. Enterprise Resource Planning (ERP) Software
2. Field Service Management (FSM) Software
3. Customer Relationship Management (CRM) Software
4. Enterprise Software

These terms are widely recognized and used in the software industry to describe the overall capabilities of a software program. They refer to specific types of software designed to manage different aspects of a business. Each of these software programs often include various modules that add capabilities within the software’s category or classification.

These categorizations help businesses understand the primary functions and industry focuses of each software solution, enabling them to choose the right contracting business management software tools for their specific needs.

Here is a list of the most widely used terms to describe business management software. I have included some popular software programs to serve as examples of how these software programs would be classified as.

ERP Software (Enterprise Resource Planning Software)

ERP software is a comprehensive system used to manage and integrate the core processes of a business. It typically includes modules for:

• Finance and Accounting: General ledger, accounts payable, accounts receivable, budgeting, and financial reporting.
• Human Resources: Payroll, recruitment, employee records, benefits administration, and training.
• Manufacturing: Production planning, scheduling, inventory management, and quality control.
• Supply Chain Management: Procurement, inventory, order management, and logistics.
• Project Management: Project planning, scheduling, resource allocation, and tracking.

Field Service Management (FSM) Software

Field Service Management software is mainly designed to manage and optimize the operations of field service businesses, such as HVAC, plumbing, electrical contracting companies. These programs are typically designed to work with third-party accounting software such as QuickBooks®.

• Work Order Management: Tracks and manages the technician’s work orders from creation to completion. Ensures all necessary information, parts, and instructions are available to the field technicians including installation techs.
• Scheduling and Dispatching: Automates job scheduling and assigns tasks to the right field technicians based on their skills, availability, and location.
• Mobile Access with Apps: Provides mobile apps for field technicians to access job details, customer information, and service histories on the go.

CRM Software (Customer Relationship Management Software)

CRM software focuses on managing a company’s interactions with current and potential customers. It typically includes features for:

• Sales Automation: Lead management, opportunity management, sales forecasting, and performance tracking.
• Marketing Automation: Campaign management, email marketing, customer segmentation, and analytics.
• Customer Service and Support: Case management, helpdesk support, service level agreements, and knowledge base.

Other Commonly Recognized Business Software Terms

There are numerous other software categories that businesses use, each with its own specific functions and features. Some of these may be part of a larger system such as an ERP software system. Here are some of the most common ones:

• HRM Software (Human Resource Management): Manages employee data, recruitment, onboarding, performance evaluations, and payroll.
• SCM Software (Supply Chain Management): Manages the flow of goods, data, and finances related to a product or service, from procurement to delivery.
• WMS Software (Warehouse Management System): Manages warehouse operations including inventory tracking, picking, packing, and shipping.
• MES Software (Manufacturing Execution System): Monitors, tracks, documents, and controls the manufacturing process.
• BPM Software (Business Process Management): Manages and optimizes an organization’s processes to improve efficiency and effectiveness.
• EAM Software (Enterprise Asset Management): Manages the maintenance of physical assets across their lifecycle.
• TMS Software (Transportation Management System): Manages transportation operations, including freight planning, execution, and tracking.
• PLM Software (Product Lifecycle Management): Manages the entire lifecycle of a product from inception, through engineering design and manufacturing, to service and disposal.
• BI Software (Business Intelligence): Analyzes business data to support decision-making processes.
• CMS Software (Content Management System): Manages digital content creation, storage, editing, and publication.
• HCM Software (Human Capital Management): Manages all aspects of workforce management, including talent management, workforce planning, and learning management.
• E-commerce Software: Manages online sales channels, product listings, shopping carts, and payment processing.
• Accounting Software: Manages financial transactions, including billing, invoicing, payroll, and general ledger.

Finding a Complete List of Software Categories

While there isn’t a single official “complete list” of all software categories, many industry resources, such as Gartner, Forrester, and other market research firms, regularly publish reports and glossaries that categorize and define various types of business software. These reports can provide a comprehensive overview of the different types of software and their applications within various industries.

Software Program Examples by Name

Salesforce®: CRM Software

Total Office Manager (ERP and FSM Software)®: Combines FSM, ERP, and CRM into one industry specific software application.

QuickBooks® Enterprise: ERP Software

Jonas Construction Software®: Construction Management Software / ERP Software. Click to open their website in another window.

ServiceTitan®: Field Service Management (FSM) Software

HouseCall Pro®: Field Service Management (FSM) Software

NetSuite®: ERP Software. Click to open their website in another window.

Enterprise Software Programs

The term “Enterprise Software” is another widely recognized term in the software industry. It refers to software applications that are designed to meet the complex needs of large organizations and businesses, known as enterprises. These applications typically offer robust features, scalability, and integration capabilities to support a wide range of business processes and functions.

These software solutions help businesses streamline operations, enhance efficiency, and ensure robust data management across various functions. The right combination of software can provide comprehensive support tailored to a business’s specific needs.

Key Characteristics of Enterprise Software

Scalability: Designed to handle large volumes of transactions, data, and users.

Integration: Capable of integrating with other systems and software applications within the organization.

Customizability: Often customizable to meet the specific needs and workflows of the business.

Security: Incorporates advanced security measures to protect sensitive business data.

Support and Maintenance: Provides comprehensive support and regular updates to ensure smooth operation.

Common Types of Enterprise Software

ERP Software (Enterprise Resource Planning): Integrates core business processes such as finance, HR, manufacturing, and supply chain management.

CRM Software (Customer Relationship Management): Manages customer interactions, sales, marketing, and customer service.

SCM Software (Supply Chain Management): Optimizes and manages the supply chain processes from procurement to delivery.

HRM Software (Human Resource Management): Handles employee data, recruitment, payroll, and performance management.

BI Software (Business Intelligence): Analyzes business data to support decision-making processes.

PLM Software (Product Lifecycle Management): Manages the entire lifecycle of a product from inception to disposal.

EAM Software (Enterprise Asset Management): Manages the maintenance of physical assets across their lifecycle.

TMS Software (Transportation Management System): Manages transportation operations, including freight planning, execution, and tracking.

WMS Software (Warehouse Management System): Manages warehouse operations, including inventory tracking, picking, packing, and shipping.

Examples of Enterprise Software

Salesforce (CRM Software)®: Manages customer relationships and sales processes.

Total Office Manager (ERP and FSM Software)®: Combines FSM, ERP, and CRM into one industry specific software application.

SAP ERP (ERP Software)®: Integrates various business processes into one comprehensive system.

Oracle PeopleSoft (HRM Software)®: Manages human resources and payroll functions.

Microsoft Dynamics 365 (ERP and CRM Software)®: Combines ERP and CRM capabilities for comprehensive business management.

Tableau (BI Software)®: Provides data visualization and business intelligence capabilities.

Final Point on Enterprise Level Software

Enterprise Software is a term that encompasses a broad range of software applications designed to help large organizations manage and integrate their complex business processes. These solutions are essential for improving efficiency, ensuring data security, and enabling scalability across various departments and operations within an enterprise.

Your Comments and Suggestions are Welcome

I hope this helps you better understand the meaning of Enterprise Resource Planning (ERP) Software, Field Service Management (FSM) Software, Customer Relationship Management (CRM) Software, and Enterprise Software. Please leave your comments or questions and I will try to answer them.

Thank You!

James R. Leichter (aka: Mr. HVAC)