Online shopping may be top-of-mind when we think about customer experience, but perhaps equally ubiquitous and relatable is the field service experience. A long wait for the “cable guy” or the technician who never showed up to a service call are often joked-about clichés, but are real issues when it comes to delivering positive customer experiences.
Gartner defines field service management (FSM) as “a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems. They may manage, maintain and monitor these assets under a predefined service or maintenance contract.”
To reflect rising expectations in the experience economy and the digital age, Gartner states, “Vendors’ positions in this Magic Quadrant reflect customers’ new expectations in areas such as digital technician support, outcome-based service business models, and AI-driven scheduling and decision support.”
In the 2019 Magic Quadrant for Field Service Management, Gartner evaluates 14 vendors. View a complimentary copy of the full report to learn more.
Gartner Leaders Quadrant Description
Per Gartner report, “Leaders demonstrate a market-defining vision of how technology can help service professionals achieve business objectives. Leaders have the ability to fulfill their vision through products, services, ecosystems and solid business results in the form of revenue and earnings. They have strong partner programs, which are formalized and “gamified,” and they track proof of renewal every year.
Leaders have significant, successful reference customer deployments in North America, EMEA and Asia/Pacific in a wide variety of industries, with multiple proof points above 2,000 users. They have a robust native scheduling engine that is scalable to thousands of employee and third-party technicians. They also have strong and innovative technology-based service enablers (such as IoT enablement, social collaboration, AI-driven decision support and chatbots), and end-customer engagement tools for, and coverage (either directly or through certified partners) of, all six categories of FSM capability. Leaders have many successful integrations with multiple systems of record (especially ERP and CRM systems) from multiple providers; and many deployments in multitenant deployment models.
Other providers measure themselves against the Leaders and emulate their strategies and tactics. Leaders demonstrate market strength, based on installed-base depth, and they affect market trends in terms of all the criteria by which they are evaluated. Leaders’ software users often consider that they are gaining a competitive advantage over others in their industry.”
Gartner Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019
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