Smart Innovators: Field Service Management Software

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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. 

Table of contents

Smart Innovators: Field Service Management Software 
Firms Use A Variety Of Tools For Managing Field Services
Technological Innovations Provide Valuable Support To FSM

Introducing The FSM Software Market
FSM Software Has Eight Innovative Capabilities
FSM Software Implementations Are Climbing The Corporate Agenda

Servitization Requires Cooperation Of Vendors And Customers
FSM Software Vendors Can Stand Out By Building Industry Expertise
Buyers Should Consider Four Factors Before Implementing FSM Software

Table of figures

Figure 1. FSM Core Solution Categories And Their Complementarity With Satellite Business Processes
Figure 2. Digital Technology Innovations Enhance FSM Solution Portfolios
Figure 3. FSM Software Capabilities Assessment
Figure 4. Industry Capabilities Of FSM Software Vendors

About the authors

Victor Voulgaropoulos

Senior Analyst

Victor is a Senior Analyst in the Verdantix Operational Excellence practice. His research agenda focuses on asset management solutions and their overlap with industrial risk management technologies and digital twins. His advisory portfolio includes go-to-market, growth strategy, commercial due diligence and digital strategy projects for corporates, vendors and investors. Prior to joining Verdantix, Victor was a research associate at Imperial College London and Massachusetts Institute of Technology, providing engineering advisory services for clients in the energy industry (oil & gas, nuclear and solar). Victor holds a PhD in Process Engineering from University College London.

Malavika Tohani

Research Director, Operational Excellence
Malavika leads the Verdantix Operational Excellence practice. Her current research agenda focuses on digital technologies for Operational Excellence including digital twins and software solutions for industrial risk and asset management. Malavika has over 15 years’ experience in research and strategy consulting. Malavika previously worked at Frost & Sullivan, managing and delivering advisory projects for clients involving expansion, acquisition, benchmarking and product development strategies. Malavika holds a MSc in Economics from Madras School of Economics.

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