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Gartner Report: 2016 Magic Quadrant for Field Service Management

IFS is proud to be named a Leader in field service management.

Gartner Magic Quadrant for Field Service Management Report 2016

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It is 2016. Driverless cars and drones are no longer a figment of someone’s imagination, and as these emerging technologies change the landscape and market, consumer demands continue to escalate. In this new reality, the question remains, how do service organizations deliver value to their end user and more importantly, how to they achieve service excellence?

In this fast-paced ever-evolving technological landscape, field service organizations also face traditional challenges such as competition, customer expectation and reduced margins that impede them from reaching goals of customer satisfaction and profitability.

Successful field service organizations address these challenges in three key ways:

1. Customer is still king

The customer should provide the narrative for any service organization. Organizations that strive to retain loyal customers, develop a unique and rewarding service experience and foster customer satisfaction will have accelerated growth and profitability. The service delivery and end user need to be the focus for product investment and overall organizational strategy. Organizations need to look ahead at what customers are, and will be, expecting and shift with changes in customer expectations and demand.

2. Innovation is imperative

The sliding scale of customer demand and expectation makes future proofing your service organization that much more important. This is where innovation and agility are vital to staying ahead of the curve and keeping the customer satisfied. Innovations need to be separated and classified by short-term service performance benefits and long-term investment. Continually enhanced technologies like social collaboration and mobility should be embraced and updated regularly for immediate improvements in efficiencies, productivity and better field service interactions. Plans should be mapped out to incorporate more disruptive technologies such as drones and the internet of things (IoT) in a way that will not only fit your organization’s service model but also provide operational improvements.

3. Field service management provides the foundation for growth

Field service management (FSM) software is designed to automate and optimize core service chain processes within an organization to increase efficiency and improve the effectiveness of the service delivery. Like any business software, it delivers information to the user while providing a platform to input information. The best field service management solutions are scalable, intuitively optimize service processes, integrate seamlessly with all other business processes from backend to front and operate opportunistically with new technologies. This results in value-driven service delivery that optimizes each service exchange.

LEADERS IN FIELD SERVICE MANAGEMENT

Gartner defines field service management leaders as having 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”*. IFS is proud to be named a leader again in this report. IFS feels they lead the field service management space due to a strong commitment to helping organizations achieve long-term service success. We provide software that addresses the business pain points of today with the flexibility and technical capabilities to anticipate what’s next. From the latest in business intelligence to trends like wearables, drones and IoT, IFS not only vets what’s coming but also includes it in roadmaps and development to ensure our technology is constantly ahead of the curve.

Our field service software automates your end-to-end service processes while ensuring that customer information is easily accessible and updatable at every point. With features such as optimized scheduling, dynamic spare parts management, mobility with online/offline capabilities and more, IFS’s service solution efficiently collects and organizes real-time information from all departments and systems, making it easily available to decision makers at all levels of the organization.

The result is a leaner, more streamlined service organization with greater visibility over service operations. With the right plans, tools and people, service organizations are equipped to provide the best service today while preparing for what’s next. The future, while unpredictable, provides service organizations the potential to delight customers and transform expectations on the continuous quest for service excellence.

FSM Gartner Magic Quadrant 2016

*Gartner “Magic Quadrant for Field Service Management,” Jim Robinson, Michael Maoz, Jason Wong, Will McNeill, October 2016. Access the full Gartner “Magic Quadrant for Field Service Management” report.
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.

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