4 key takeaways on the biggest trends from Gartner’s Magic Quadrant for Field Service Management
As the field service management (FSM) industry continues to evolve, organizations need to stay ahead of the curve and adopt the latest trends and technologies to better serve their customers. That's why we were thrilled to receive an honorable mention in Gartner's 2022 Magic Quadrant for FSM, which recognized our commitment to sustainability and IoT-driven service goals.
But beyond our recognition, the report offered valuable insights into the state of the industry and a variety of trends that are shaping it. We believe that these trends offer critical opportunities for organizations to differentiate themselves and provide the best service possible to their customers.
Sustainability
One of the most significant trends highlighted in the report is the importance of sustainability analytics. With a growing focus on reducing carbon footprint and increasing energy efficiency, organizations must find ways to minimize their impact on the environment. In a recent Gartner survey, CEOs reported that environmental and social changes are now a top three priority for investors, after profit and revenue. For the first time, sustainability is listed in the top 10 strategic business priorities.
As a company committed to sustainability, we have developed a forward-thinking vision that allows our customers to overcompensate for their CO₂ emissions while delivering top-quality service. Besides demonstrating their commitment to sustainability, our customers have attracted like-minded clients while setting themselves apart from competitors.
Knowledge harvesting
Another trend highlighted in the report is the growing importance of knowledge management in FSM. By capturing insights and data, organizations can build “knowledge management archives that technicians and remote experts can reuse in other interactions”. This approach not only helps reduce downtime but also increases efficiency and accuracy.
Through our conversations with customers, we have learned that the trend of knowledge harvesting is becoming increasingly important for their service needs. At Fieldcode, we have taken this trend to heart and offer tailored workflows that align with this emerging need. Our workflows provide technicians with relevant information at the right time, reducing labor efforts and the potential for errors while increasing overall efficiency. By prompting technicians to take action and validate their work before moving on to the next task, our workflows ensure that each step of the process is completed in the right order with the right information. This helps organizations build a knowledge management archive that can be reused in all future interactions.
Customer self-service
The report also emphasized the importance of customer self-service in FSM, and that “most products now offer basic customer self-service portals that enable customers to do things like follow the status of work orders and initiate work requests”. With the rise of digital technologies, customers are increasingly expecting self-service options that allow them to interact with organizations on their terms.
Our client feedback shows that customers prefer using our customer portal feature for autonomously booking, rescheduling, or canceling appointments online, and accessing real-time status updates. By providing these options, our customers reduce the burden on their service teams, improve customer satisfaction, and increase effectiveness.
Regulatory support
Finally, Gartner's report highlighted the importance of regulatory compliance and security in FSM. As organizations operate in an increasingly global and regulated environment, it's critical that they stay up to date with the latest data residency requirements and comply with regulations like GDPR.
As the importance of regulatory compliance and security in FSM continues to increase, it's essential for organizations to prioritize these factors in their choice of vendor. At Fieldcode, we understand the significance of these requirements and have developed features such as anonymization, role-based permissions, access controls, and security features that provide peace of mind to our customers. By offering products that help organizations comply with these regulations, FSM vendors can help their customers reduce the risk of data breaches or other incidents.
Conclusion
In conclusion, the 2022 Magic Quadrant for Field Service Management report highlights critical trends that are shaping the industry. From sustainability analytics to regulatory support, organizations must stay ahead of the curve to provide the best service to their customers. At Fieldcode, we are committed to incorporating these key advancements into our services and continuing to innovate in the field of Field Service Management.
References
Gartner. (2022). Gartner Magic Quadrant for Field Service Management 2022. In gartner.com. Retrieved March 15, 2023, from https://www.gartner.com/document/4020406?ref=solrAll&refval=359925685
Gartner Survey Reveals Significant Shifts in CEO Thinking on Sustainability, Workforce Issues and Inflation in 2022. (2023, March 9). Retrieved from https://www.gartner.com/en/newsroom/press-releases/2022-05-18-gartner-survey-reveals-significant-shifts-in-ceo-thinking-on-sustainability-workforce-issues-and-inflation-in-2022