December 19, 2023 Peggy Xenos 3 minute read

Future-ready field service management: 5 insights from Gartner Market Guide 2023

The dynamic field of Field Service Management (FSM) demands that businesses striving for operational excellence stay attuned to industry trends. Gartner's newly introduced 2023 Market Guide (a departure from the traditional Magic Quadrant format*) unveils key industry insights, guiding enterprise owners toward strategic decision-making. In this blog, we will guide you through these insights.

Advancements in AI beyond scheduling optimization

Gartner's findings reveal a growing awareness among Field Service Providers (FSPs) regarding AI advancements, extending beyond conventional scheduling optimization. Fieldcode acknowledges the transformative potential of these technologies. Examples of our commitment lie in leveraging AI algorithms to dynamically calculate the most efficient routes for field service technicians. Additionally, we harness AI to analyze historical data and patterns for predictive maintenance, demand forecasting, and resource optimization.


Rise of sophisticated portals and chatbots

Customer expectations are evolving, with equipment owner-operators now demanding sophisticated portals and chatbots to self-service their service requests. These tools have become imperative for FSPs, listed as "must-haves" when considering FSM suites. At Fieldcode, we recognize the significance of empowering clients to self-serve their service requests. Users experience a user-friendly interface that simplifies tracking the progress of service tickets. Our Customer Portal provides the ability to book and modify appointments directly through the portal and administrators to customize the portal to their unique needs.


Blending workforces amidst growing challenges

The workforce landscape for FSPs is rapidly changing. With margin growth goals and labor shortages on the rise, there's a growing need to blend employee and third-party resources. Fieldcode understands this industry shift and is at the forefront of creating service networks that integrate contractors, and freelancers.  FSPs can leverage Fieldcode’s extension to order and deploy IT technicians on demand. FSPs have the convenience of expanding their workforce globally without the complexities of recruitment and resource management all while ensuring SLAs are met.


Making scheduling automation accessible

Schedule optimization automation, once reserved for large organizations, has now become a priority for even smaller field service entities. Gartner's insights indicate a widespread demand for automation, and Fieldcode responds by making these tools accessible through our on-demand software, featuring a pay-per-event model. Whether managing a handful of work orders or an extensive operation, our platform empowers organizations of all sizes. We translate the volume of work into actual costs without the constraints of traditional license agreements or user limitations.


IoT-driven demand generation for asset-centric organizations 

Asset-centric organizations are leveraging event-signal-driven demand generation. This strategy supports initiatives such as "connected field service" and outcome-based contracts. Fieldcode's IoT field service seamlessly operates regardless of asset volume, using IoT data to trigger alerts for preventive, unplanned, or repair service actions. Users can remotely monitor the data through our dedicated analytics dashboard.


Conclusion

As the field service management industry continues to evolve, businesses that stay ahead of the curve will be well-positioned to succeed. By embracing advancements in AI, to leveraging IoT data, organizations can streamline operations, enhance customer satisfaction, and achieve operational excellence. Fieldcode is honored to be recognized for the second consecutive year among the top 15 FSM software companies and is steadfast in aligning its services with these trends, providing solutions that empower businesses to excel in the ever-changing FSM landscape.

* Gartner is replacing the Magic Quadrant format with the Market Guide for the Field Service Management (FSM) market due to the static nature of vendor inclusion and positioning. While existing insights on vendors are still available, there has been limited coverage of market-level developments. The Market Guide format analyzes overall market trends without directly comparing vendors or providing distinct strengths and cautions for each. This shift aims to offer customer service technology leaders a consistent set of information about representative vendors, helping them understand the types of vendors in the evolving FSM market.

 


References

Gartner® Market Guide for Field Service Managment, 13 November  2023, Jim Robinson, Alexandre Oddos 
https://www.gartner.com/en/documents/4930331

Disclaimer  

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner® does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner® research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner® disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

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