Description

The mobile field service management (FSM) market continues on a strong growth trajectory in the North American region. These software solutions provide real-time guidance to workers on the front line, typically via a smartphone or tablet. Hard-dollar business impacts include faster time to first fix, fewer truck rolls, and more satisfied technicians. These apps also provide timely, valuable information and feedback to the field workers’ supervisory and administrative staff.

This category is expected to continue to attract a sizeable group of participants, each vying for share and keeping competitive intensity at a boil. Reflecting the market itself, the mix of top competitors remains in a state of flux. Traditional dedicated FSM providers are becoming a rare entity because they are being acquired and absorbed by larger adjacent companies in the fields of CRM (Customer Relationship Management), fleet management, asset management, ERP, etc. These companies recognize the synergies between their core products and field service management solutions. They understand the value of offering their own FSM solution but do not have the time or expertise to actually develop one.

Notable FSM providers that have been acquired during just the past few years include Astea International (by enterprise software provider IFS), ClickSoftware (by CRM provider Salesforce), FieldAware (by fleet management solution provider GPS Insight), and ServiceMax (in progress with enterprise software provider PTC).

Frost & Sullivan selected and plotted eleven of the current leading FSM providers in this Frost Radar™ analysis. The companies being profiled are Comarch, CSG, GPS Insight, IFS, Microsoft, Oracle Corporation, ProntoForms, Salesforce, SAP, ServiceMax, and ServicePower. The recent sale of ServiceMax leaves one dedicated FSM provider—ServicePower—as part of this Frost Radar™ list of leaders.

No matter how they acquired their FSM solution, field service management providers are differentiating on ease of use, industry-specific expertise, AI/ML-powered guidance, and integrations. The technologies that enable these capabilities are of high interest to FSM leaders and their clients.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. Frost & Sullivan analyzes many companies in the industry on an ongoing basis and then benchmarks a subset of them across 10 criteria on the Frost Radar™. The document presents a competitive profile of each of the companies included in the Frost Radar™ based on strengths, opportunities, and a short discussion of their market positioning.

Author: Jeanine Sterling