About This Constellation ShortList™
A specialized type of customer service, field service involves technicians repairing or servicing products in service centers or on customer sites. Field service management (FSM) software helps to coordinate the complex logistics— including parts, warranties, and customer and staff schedules—integral to field service delivery.
As customer expectations for timely, convenient service have increased, so have the capabilities of the leading FSM vendors. These solutions optimize work-order routing and technician scheduling. They incorporate communication features that automate messages to customers on status updates and arrival times. Technicians gain improved stock visibility and easy escalation procedures.
The most sophisticated vendors have also begun incorporating Internet of Things (IoT) capabilities into FSM solutions. Getting information directly from the products themselves can vastly improve time to resolution for technicians in the field. In addition, IoT data and customer feedback from technicians provide useful insights for marketing and product development teams. This enables feedback loops from dealers and subcontractors back to original equipment manufacturers.
Constellation considers the following criteria for these solutions:
- 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 more than 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research.
- Microsoft Dynamics 365 for Field Service
- Oracle Field Service Cloud (formerly TOA Technologies)
- Salesforce Field Service (including ClickSoftware)
- Vertical Solutions
Frequency of Evaluation
Each Constellation ShortList will be updated once per year. There could be an update after six months, should the analyst deem it necessary.
Constellation clients can work with the analyst and research team to conduct a more thorough discussion of this Constellation ShortList. Constellation can also provide guidance in vendor selection and contract negotiation.