Customer Satisfaction Will Drive Tech Innovation in Field Service
Technology is evolving daily and catalyzing spirited conversations around topics from artificial intelligence (AI) to the Internet of Things (IoT) and machine learning. Predictions about the future of innovation vary greatly, but there’s one element inherent within every developing technology—all are being utilized to impact customer experience.
ClickSoftware is thrilled to be included in Gartner’s Magic Quadrant as a Leader in Field Service Management (FSM) for the sixth time in a row.
We’re intensely dedicated to delivering excellent customer experience. With today’s standards for everything service-related being set by Uber, Amazon and Airbnb, every company must be armed with tools to achieve excellent customer experience irrespective of industry. We believe Gartner’s MQ for FSM is based on an unprecedented demand to align technicians and contractors using technologies like AI, streaming video and IoT, for effectiveness in all interactions, underscoring the need for automated solutions across the board.
Service businesses are increasingly using field service as a means of customer delight— according to Gartner, 70 percent of organizations will cite customer satisfaction as a primary benefit from implementing FSM tools by 2020, up from approximately 50 percent today. We believe the market is ripe with opportunity. More service providers are focused on arming technicians with access to data, enabling them with mobile solutions and augmented reality at their fingertips. Providers are also giving their customers greater control of their service experience with notifications and accurate ETA’s, which are not possible without the visibility and automation inherent in the combination of mobility and schedule optimization.
This is consistent with findings from recent global research which found that key field service consumer frustrations relate to a lack of convenience and ineffective communication. Schedule optimization addresses consumers’ frustration with wasting time waiting for a technician to arrive; 60 percent of respondents globally reported that waiting for a field service technician after having booked an appointment made for a negative experience. It’s no secret that it takes 12 positive customer experiences to negate one poor experience. We’re pleased that we are in such good company among FSM leaders and that we are all focused on getting customer experience right.
According to Gartner, the FSM market grew 21 percent year over year (YoY), faster than the overall CRM market (at 14.3 percent YoY)—confirming the tremendous demand for FSM solutions. With so many companies innovating using the latest technologies, the future is bright —not just for the FSM industry—but for customers who have high expectations for us. We’re thrilled to be in a position to lead the market to not only meet these demands, but to prepare for what’s next.
Gartner’s full Magic Quadrant report is available for members to download here. If you’d like to know more about ClickSoftware’s global offering, please don’t hesitate to get in touch. You may also like to follow our blog here and keep up with our latest news and happenings via @ClickSoftware.
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