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 ProcessesFigure 2. Digital Technology Innovations Enhance FSM Solution Portfolios
Figure 3. FSM Software Capabilities Assessment
Figure 4. Industry Capabilities Of FSM Software Vendors
Organisations mentioned
Jake Marshall, 3D Systems, Accruent, ActSoft, Apple, Aquant, Australian Rail Track Corporation (ARTC), Clancy Docwra, ClickSoftware, Commusoft, CoreSystems, Corrigo, CSG FSM, DevonWay, FieldAware, FieldEZ, FieldPower, FieldPulse, GE Digital, Generator Systems, GeoConcept Group, GMS Development, Hitachi-ABB, HSO, IFS, Mize, MSI Data, Munters, Nuvolo, Oneserve, Oracle, OverIT, Praxedo, Realwear, Salesforce, SAP, Servicemax, ServiceNow, Siemens, Sky, Tata Consultancy Services (TCS), ThingTech, TotalMobile, Trimble, TriMedx, US National Safety Council, ZinierAbout the authors
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