Field services providing companies must give outstanding service delivery continuously to stay competitive against the competitors. It will not be wrong to say that almost all service organizations rely on field service management (FSM) software to update field service management and provide maximum value to their customers. The FSM software also help in augmenting productivity and profitability to organise their operations. These FSM software not only enhances workflows and service delivery but also data with automated processes and other capabilities. As per the Magic Quadrant for Field Service Management published in September 2017, Gartner has estimated that the revenue from packaged FSM software applications (including maintenance and service revenue) amounted to $2.07 billion during the 12 months that ended in March 2017 (up approximately 21% from 2016).
Currently, there are few enterprise FSM software that have been evaluated by major industry analysts such as Forrester, Gartner and few others. Perhaps, the Gartner Magic Quadrant provides the gold standard for field service management software. Based on the strengths and weaknesses of the software, this report ranks the best field service management software available in the market. Gartner’s 2017 Magic Quadrant for Field Service Management includes industry giants like IFS, Oracle, Microsoft, SAP, Praxedo, ServicePower and many other providers that provide FSM software solutions to various industries.
It is wise to first understand the capabilities the FSM software should enable at the base level and then choose the right software for your organization. This may include operations management, real-time location of the technician and deployment, work orders, real-time work status updates, GPS navigation, inventory management, scheduling and dispatching, billing and invoicing, compliance reporting, and knowledge base access etc.
Apart from these core capabilities, it is imperative to consider below mentioned four factors before selecting a FSM software for your organization.
Choose as per the Features: Installing software with more features than your organization can use will increase the costs and add complexity. Many organizations buy more when selecting field service management software. It is wise to focus on business needs and processes first and then find the technology you need.
Return on Investment: Field service management solutions should give measurable outcomes, such as increasing the productivity, improving customer satisfaction as well as increasing profitability.
Mobility: In FSM operations, mobility can provide real-time updates, increase technician productivity, and shorten billing cycles. Many enterprise software providers have robust mobile capabilities while others lack. As you are looking for a complete field service management solution, it is critical to find a right software first time. Many of the FSM software providers that have weaknesses in this area turn to their partner to fill the gaps. According to the 2016 Gartner Magic Quadrant for Field Service Management: “By 2020, two out of three large field service organizations will equip field technicians with a mobile application that drives profitability by creating revenue streams, efficiency and customer satisfaction.”
Accessibility: Few FSM software can be integrated with other applications such as CRM and ERP. Others need custom integrations with these systems and thus invite additional costs. It is important to understand how the FSM software you choose integrates with other systems in your environment.