The Argument For Building Your FSM Solution On A CRM Platform

By Bill Pollock, president and principal consulting analyst, Strategies For Growth, www.pollockonservice.com

Data on why a CRM-based field service management solution is best.

Strategies For Growth’s (SFG) 2014/15 Field Service Management (FSM) Benchmark Survey revealed that field service organizations (FSOs) currently using an FSM solution built on a CRM platform identify the following as the top factors that drive their desire to optimize field service performance:

• 57 percent: Customer demand for quicker response time (compared to only 44 percent for current ERP [enterprise resource planning]-based FSM solution users)
• 50 percent: Need to improve workforce utilization and productivity (compared to only 41 percent for current ERP-based FSM solution users)
• 43 percent: Need to improve service process efficiencies (compared to only 39 percent for current ERP-based FSM solution users).