Field service management (FSM) is a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems. They may manage, maintain and monitor these assets under a predefined service or maintenance contract.

Now, Salesforce’s long-standing reputation for supporting service employees in the call center is extending to employees working in the field. For the first time, Salesforce was named as a Leader in the Gartner Magic Quadrant for Field Service Management. Salesforce believes it continues to build momentum in this category by focusing on the entire service lifecycle — all the way from the call center to the last mile in the field.

“In response to COVID-19, service leaders in every industry had to quickly adapt and find new ways to support employees while still delivering quality service to their customers,” said Mark Cattini, SVP of Field Service Management at Salesforce. “This is one of the areas where Field Service Lightning shines, with AI-powered scheduling and resource optimization that ensure technicians arrive at the right time, with the knowledge to successfully complete tasks the first time. This helps keep both the technician and customer safe.”

According to Gartner, “field service management (FSM) is a discrete market within the broader customer service and support software market. Field service providers (FSPs) typically dispatch technicians to remote locations to provide installation, repair or maintenance services for equipment or systems.”

What Does Gartner Say About Salesforce Field Service?

alesforce is a Leader in this Magic Quadrant; it was a Challenger in the previous Magic Quadrant. This change reflects, in part, Salesforce’s strong alliances, sales and understanding of the market, which are offset by shortcomings in feedback about its implementation.Salesforce focuses on scheduling and a mobile app with Field Service Lightning (FSL), and has improved its maintenance planning. It has acquired a longtime FSL development partner, ClickSoftware, and its leading Click Field Service Edge product, which will be retired.We estimate that most of its users (including ClickSoftware users), which number over 1 million, are in North America and EMEA. They have appointment-centric use cases, such as professional services, home healthcare and communications. Some have more complexity, such as is found in manufacturing and service providers.

Additional Information

A complimentary copy of the July 2020 Gartner Magic Quadrant for Field Service Management