About This Constellation ShortList™
Field customer service occurs when resources or services are deployed onsite at a client. Field service management software enables companies to be flexible and nimble when providing service.
These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service. These offerings help companies improve their operational efficiencies by optimizing work-order routing and technician scheduling, which results in quicker resolution of issues.
Analytics used in field services often optimize when services are deployed and how assets are tied to deployment of resources. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time. Helping provide an excellent customer experience is the most important aspect of field service management solutions.
Constellation considers the following criteria for these offerings:
- Good diagnostics prior to rolling out the truck
- Resource management
- Case management
- Communication with the customer on the status of the technician’s arrival
- Resource allocation
- Inventory optimization
- Mobile enablement
- Route optimization
The Constellation ShortList
Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, vendor selection projects, market share and internal research.
- Microsoft Dynamics 365 for Field Service
- Oracle Field Service Cloud (formerly TOA Technologies)
- Salesforce Field Service
- Vertical Solutions
Frequency of Evaluation
Each Constellation ShortList evaluation will be updated every 180 days as needed.
Constellation clients may work with the analyst and research team to conduct a more thorough discussion of this ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.