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

Industry Analyst
Victor is an Industry Analyst in the Verdantix Operational Excellence practice. His current research agenda focuses on asset performance management solutions and the overlap with digital twins, maintenance optimization platforms and industrial risk management technologies. Prior to joining Verdantix, Victor was a researcher at Imperial College London and Massachusetts Institute of Technology, where he managed projects and delivered R&D technological solutions for clients in the energy industry (oil & gas, nuclear, and solar). Victor holds a PhD in Chemical Engineering from University College London.

Malavika Tohani

Research Director

Malavika leads the Verdantix Operational Excellence practice. Her current research agenda focuses on the digitization of Operational Excellence and covers operational risk technologies, best practices and growth strategies. Her recent research focussed on benchmarking the capabilities of the prominent operational risk software vendors. She has over 10 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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