Smart Innovators: Field Service Management Software

Executive Summary

This report provides buyers of field service management (FSM) software with an overview of the current state of the market and a high-level assessment of 30 innovative vendors with the most comprehensive offerings. This report also offers executives at vendors with an understanding of how their capabilities stack up relative to their competitors across eight assessment criteria. Mobility, flexible work-order management, and smart scheduling and dispatching are core FSM software features, while ‘uberization’ of the customer experience and IoT integrations are gradually emerging in the product portfolios. From interviews with FSM customers and 20 vendors, we find that the impact of the COVID-19 pandemic and the advancement of mobile, wearables, and industry 4.0 technologies are triggering renewed interest from customers and aggressive product development plans from vendors. Finally, we provide recommendations on how vendors can enhance their market penetration in four ways and analyse four criteria that buyers must consider before purchasing FSM software.