Reshaping Customer Experience For The Real And Virtual Fields

The consumerization of IT has increased customer and employee expectations for easy and transparent field service delivery. Field service management (FSM) software helps to coordinate the complex logistics — including parts, warranties, and customer and staff schedules — integral to installing and repairing products in the field or in service centers. At the same time, advances in areas such as Internet of Things (IoT) and augmented and virtual reality (AR/VR) are enabling entirely new models for service delivery.

In this Market Overview, Constellation Research evaluates the advanced FSM capabilities and market forces and factors impacting the priorities and needs of large enterprises.