By Spencer Gisser, research analyst, VDC Research
If your field service management (FSM) platform does not do enough for your organization, it is time to reconsider. Historically, FSM solutions seemed quite similar. Most of the solutions providers in this sector focused on the same core services of scheduling and billing, gradually progressing toward supporting the field service visit as these companies built more advanced capabilities. Over the past several years, however, quite a few FSM providers have built specialized capabilities to attract niche segments that have gone underserved by the broader FSM marketplace. FSM providers have chosen two paths to achieve differentiation: building processes that cater to niche workflows and building powerful processes that cater to complex workflows. These strategies have produced a rich variety of offerings well beyond the traditional scope of FSM platforms. In fact, according to a recent survey conducted among over 250 technology investment decision makers, “Industry Experience” ranked as the second most important technology solutions provider selection criteria.