Katelyn Burrill | 04.18.19

I’m excited to announce that Click has been named a leader in the 2019 Gartner Magic Quadrant for Field Service Management for the 7th time in a row! We are humbled by this recognition. We share the honor with our customers who for the past 20 years have pushed us to deliver market leading field service management solutions that enhance their ability to achieve their own business objectives and to deliver customer experiences that really matter. 

But enough about us, let’s talk about the part of the report that often gets overlooked. Most readers of the report are looking at the Gartner Magic Quadrant graphic and sections of the vendor write-ups, but the parts that I find really interesting are tucked away at the bottom of the report. The “Context” and the “Market Overview” sections of the report provide a deeper look of the state of the industry, and what trends are driving best in class service providers and vendors.

According to Gartner estimates, “Revenue from packaged FSM cloud subscriptions, software licenses and maintenance – not including services – amounted to $2.03B during the 12 months ending in June 2018,” – an approximate 18% increase from 2017! We believe the demand for field service management solutions has never been greater, as evidenced by ClickSoftware’s record top and bottom line performance in 2018.

Let’s take a look at a few reasons for this market growth, as outlined in the Gartner Magic Quadrant report.

  • Cloud deployments are increasing. According to Gartner, On-premises deployments declined from 41% in 2016 to 31% in 2017 to 22% in 2018. We see this shift in our own business and allow our customers a choice of deployments options. There are certain industries or organizations that are hesitant to move to cloud whether for regulatory or business reasons, and we offer our market leading solution with a proven process to move customers to the cloud when they are ready.
  • Customers desire visibility and transparency across the customer service lifecycle. According to Gartner, “The ability for customers to initiate workflows directly, and to track them in real time (including status updates, technicians’ travel progress and requests for quotations), is increasingly important.” We believe our unique customer engagement capabilities offer a variety of ways to enhance communication between customers and service providers from the time a customer initiates service through to the post-service follow up.
  • The move towards zero-touch service, or the amount of work that is scheduled without human intervention, is increasing the strategic importance of field service in many organizations. We work with our customers on an ongoing basis to ensure they are moving towards this goal. Through our Schedule Optimization Services, we assess the current state of our customers service businesses and help them realign their schedule policies so they are achieving business goals.
  • The growing use of consumer devices in the field, including an increase in smaller form factors, is supporting market expansion. Organizations are moving away from using ruggedized devices and clunky laptops, for tangible reasons such as cost and increased durability, but we also attribute the shift to changing employee expectations. As the retiring workforce is replaced by a younger, technology-savvy generation, the new expectation is that these employees use the same consumer devices and applications for work that they rely on in their daily lives.

ClickSoftware remains committed to serving the needs of field service organizations as their needs continue to grow and evolve. We pride ourselves on our ability to materially impact important service business priorities such as improving efficiency and effectiveness, increasing SLA attainment, and enabling superior customer experiences.

Read the full 2019 Gartner Magic Quadrant for Field Service Management here.


*Gartner, Magic Quadrant for Field Service Management, Jim Robinson, 16 April 2019

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