Gartner analysts' evaluated Field-Service Management (FSM) Technology vendors to find out how they ranked in the topic of Customer Experience. Let’s take a peek at a few of their key findings and learn more about how the vendors stacked up.
We are confident that the intent is to help vendors in this category evaluate the 16 top tech providers in the field and find out which vendors stand out as the right fit for their organization, dependent upon their biggest challenges.
Innovations that customize software solutions to meet the needs of individual companies are now common.
Senior Execs have found new revenue streams due to this new technology.
FSM leaders expect vendors who provide an integrated software platform linking multiple Field-Service functions to yield a better consumer experience over best-of-breed providers.
Further, New technologies such as IoT-enablement for predictive repair and replacement and Augmented Reality (AR) devices (such as smart-glasses that provide detailed photographs of complex repairs), are making a positive impact in the field-service industry as more and more homeowners are buying appliances and entertainment products that are connected to the Internet.
For example, some products have deeper mobile-application capabilities than scheduling optimization, while others have the opposite focus.
We believe that Gartner’s product evaluations for this research were made based on functionality released and available as of June 2017. Gartner has identified and weighted the functions most likely to differentiate or influence evaluations as well as any that might affect additional costs or implementation efforts.
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