Field service organizations have already experienced substantial adoption of mobile technology. Organizations have benefitted from these investments through a more productive workforce, improved first-time fix rates, and increased customer satisfaction. Many field services organizations, however, are finding that their initial technology investments now offer diminishing benefits. Moreover (and according to our survey results), most field service organizations still struggle to leverage mobile solutions for improved customer engagement. With continued compression of margins, there is mounting pressure to drive increasing levels of revenues and profit from service-centric revenue streams.
We have rated each vendor along three axes: breadth, depth, and tangibles. These ratings provide a holistic view of the factors most relevant to success or failure in field service management. Breadth and depth address the strength of each field service management provider’s product, and intangibles address outward-facing facets of each company important to drawing business, expanding into new markets, and overall strategy.