Benefits of Working with a Field Service Leader
Author: Katelyn Burrill
For the fourth consecutive year ClickSoftware is named a leader in the Gartner Magic Quadrant for Field Service Management. What does it mean to be a leader? According to Gartner, “Leaders have a robust scheduling engine that is scalable to thousands of technicians, and they demonstrate a market-defining vision of how technology can help service professionals achieve business objectives. Leaders have the ability to execute against that vision through products, services, and demonstrated, solid business results in the form of revenue and earnings.”(1) If you are an existing customer of ClickSoftware, I hope this acknowledgement leaves you with a sense of pride. For those who are considering going down the path of field service transformation, there are many options to consider. But why would you want to work with a leader, or specifically this leader?
Empower your field workers to become your best brand ambassadors
89% of consumers have stopped doing business with a company after experiencing poor customer service according to a RightNow Customer Experience Impact Report. Today’s customer expects consistent and personalized service regardless of the channel through which they are engaging, and you want a partner that is innovating around and executing on what Gartner defines the Nexus of Forces, which is the convergence and mutual reinforcement of social, mobile, cloud and information patterns that drive new business scenarios. ClickSoftware believes the “Nexus of Forces” helps drive a seamless customer experience. We have been diligently working to deliver solutions for field workers to easily collaborate with their peers in the field as well as the back office, developing a gamification app for employee engagement and compliance, as well as applying artificial intelligence across our platform to allow the system to make context aware intelligent recommendations to technicians and back office staff to improve the way they interact with customers and one another.
Gain a competitive advantage over others in your industry
Many of our customers came to ClickSoftware because they wanted to transform their service business. Change is never easy, but when you have a partner who has 20+ years of extensive domain expertise across many service industries, wouldn’t you want them leading you through the trenches? We can empower you to Master every Moment in the service lifecycle with complete end to end mobile workforce management solutions for every size service business. Whether cloud or on premise, we provide real time actionable information which gives you a real competitive edge.
Keep good company
You want a partner who has a tight-knit customer community, with a diverse and growing group of industry leading service providers like Sempra, Portugal Telecom, Lowe’s and Philips. In 2013, we signed 55 new enterprise customers, who further complement our existing customer base. You also want a partner who has alliances with the best group of technology and services providers in the world. Companies like SAP, Salesforce, Accenture, IBM, Amazon, and more, extend our reach and provide our customers with the most advanced and reliable end-to-end solutions that they need to deliver when the rubber meets the road.
Make everybody mobile
According to Forrester Research, over three quarters of business decision makers identify mobile strategy as a moderate, high, or critical business priority. With that in mind, maybe there are some organizations that are ready to go down the path of mobilizing the field workers and other departments, prior to optimizing the schedule. Recognized in Gartner’s Mobile Application Development Magic Quadrant two years in a row, we believe ClickSoftware is the only dedicated field service management software provider to appear in both the Field Service Management Magic Quadrant as well as the MADP Magic Quadrant.(2)(3) We enable your field workers to have true 360° view of the customer, and the back office with visibility and control to make real time decisions continuously throughout the day of service. The solution is a truly device-agnostic platform that will support your business now and into the future.
Connect with service partners
The White House Office of Consumer Affairs says around 13% of dissatisfied customers tell more than twenty people. If you, like so many of your peers in the service industry are either a primary service provider working with third parties, or vice versa, you need to ensure the field worker standing before the customer is representative of the service expected of the primary. For this, it is incumbent to have a set of tools that allow you to communicate relevant job information back and forth between service providers in real time. This assures the primary of a superior customer experience, but also that the third party will get paid faster. ClickSoftware’s Contractor Marketplace offers just this, leveraging integration of varying degrees between service partners to present a united front.
For more on the Gartner Magic Quadrant, get the full report here
(1)Source: Gartner Magic Quadrant for Field Service Management, Analysts: William McNeill, Michael Maoz, Jason Wong, Published: December 22, 2014
(2)Source: Gartner Magic Quadrant for Mobile Application Development Platforms, Analysts: Ray Valdes, Van L. Baker, Richard Marshall, Jason Wong, Published: September 2, 2014
(3)Source: Gartner Magic Quadrant for Mobile Application Development Platforms, Analysts: Ian Finley, Van L. Baker, Ken Parmelee, David Mitchell Smith, Ray Valdes, Gordon Van Huizen, Published: August 7, 2013
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.