3 Takeaways From The 2021 Gartner® Magic Quadrant™ for Field Service Management
If you’re in the field service business, it’s not news to you that the industry has undergone major shifts over the past year.
What’s more helpful to know, however, is where field service is headed, and who the ideal software vendor is for getting you there.
The Gartner Magic Quadrant for Field Service Management is on a lot of companies’ reading lists when they’re seeking the right FSM provider for their operations. Not only does the report evaluate more than a dozen of FSM’s biggest players, it also identifies key considerations companies ought to make in selecting the platform that will run their mobile workforce.
That’s why we’re excited that CSG has been included, for the first time, in the 2021 Gartner ® Magic Quadrant TM for Field Service Management . We feel it validates our belief that CSG is the #1 technology provider of choice for communications service providers (CSPs), and we’re bringing our decades of experience into new industries with our CSG Field Service Management platform.
If you haven’t seen this year’s Magic Quadrant yet, access it at this link (Gartner client login required). Once you’ve viewed the report, read the rest of the article here as I’ll share some of our exclusive takeaways from the report.
Prioritize CX—By That, We Mean Your Experience Too
One of the biggest trends Gartner identified in this year’s Magic Quadrant is how the customer experience (CX) capabilities of FSM platforms have improved across the industry. That’s good news: field service organizations are under increasing pressure to satisfy and retain their end customers, and they’re going to need increasingly better tools to do it.
But what about your experience as an organization working with an FSM provider? Has that improved? Are you getting the attention you need from your provider, and when you request fixes, changes or new functionality, how responsive are they?
The report’s Vendor Strengths and Cautions section will give you an idea of what it’s like to work with each of the providers. Do they do their own implementations? Do they offer attentive training and support? Some providers might not budge their product roadmap if you need something different out of their platform. Others have solutions with steep learning curves, but without the easy-to-access knowledge resources or support you’d want for navigating them.
The end-customer experience is a big part of why companies want a more sophisticated FSM solution. But the total experience is what determines if that solution is even successful.