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SUMMARY
Pressure to Deliver Improved Customer Responsiveness Spurs Demand for
Mobile Field Service Solutions
The thrust on rendering better customer service, an increased emphasis on
faster work order resolution, and the need to reduce operating costs are
influencing companies to consider mobile field service management (FSM)
solutions. In the current scenario, tangible return on investment (ROI) and
price erosion of mobile devices are driving demand for mobile FSM solutions
while business process re-engineering and systems integration challenges are
restraining adoption.
This Frost & Sullivan research service analyzes the key market drivers and
restraints that influence the adoption of mobile FSM solutions. In addition to
analyzing adoption patterns across various vertical industries, and mobile
devices, this study evaluates vendor offerings and strategies in a competitive
framework and proposes recommendations for market penetration and growth.
Increasing Opportunities for Mobile Application and CRM vVendors
Specialist field service management (FSM) vendors are facing intense
competition from their mobile application vendors and customer relationship
management (CRM) counterparts. "As field service processes become more
connected to the enterprise's service life-cycle management strategy,
vendvendors who offer solutions that are tightly integrated solutions with
associated lines of business hold a significant competitive edge," says the
analyst of this research. However, as the market matures further, the
competitive scales are likely to tilt back in favor of FSM specialist vendors
who have traditionally focused on their core competencies.
This market is also likely to witness strategic alliances between FSM
specialists and CRM vendors. This would provide an opportunity for CRM vendors
to gain domain expertise while allowing the specialist FSM vendors to scale
across a broader range of industry verticals.
Strong Customer Service Capabilities Key to Driving Uptake of FSM
Solutions
Increasing commoditization of products and shrinking profit margins are
forcing companies to drive competitive differentiation through strong customer
service capabilities. Mobile field service applications have gained increased
visibility as an effective tool to optimize field service operations, increase
customer satisfaction and loyalty, and expedite billing processes. However,
the scope and structure of the best-fit FSM solution varies across industries
and field service models. "The varied choices for mobile field service
solutions in the market calls for thoroughness in determining a business-fit
from a process alignment standpoint," concludes the analyst.
TABLE OF CONTENTS
1 U.S. MOBILE FIELD SERVICE MANAGEMENT (FSM) MARKETS
Introduction and Executive Summary
- Report Index - U.S. Mobile Field Service Management (FSM) Markets
- Research Scope and Methodology
- Introduction and Executive Summary
Market Segmentation
- Key Market Definitions
- Market Segmentation by Device
- Market Segmentation by Connectivity
- Market Segmentation by Industry Vertical
- The Mobile FSM Solution Stack -- Vendor Landscape
Demand Analysis - Vertical Markets
- Achieving Sustained Growth through Mobile FSM
- Utilities
- Telecommunications & Cable
- Hi-Technology & Medical Equipment
- Manufacturing & HVAC
- Adjacent Vertical Markets
2004 Market for Mobile FSM Packaged Software (U.S.)
- Definitions - Market Metrics
- Market Potential for Mobile FSM
- Seats sold by Industry
- Seats sold - Share of Industry
- Seats sold by Device
- Seats sold - Share of Device
- Seats sold by Connectivity
- Seats sold - Share of Connectivity
- Vendor focus by Industry
- Mobile FSM Packaged Software Market share estimates
Market I : Mobile FSM Market
- Definitions -- Market Metrics
- Market Drivers - Drivers Ranked by Order of Impact (U.S.) 2004-2011
- Market Restraints - Restraints Ranked by Order of Impact (U.S.) 2004-2011
- Mobile FSM License Revenue Forecast - Mobile FSM Markets (U.S.) 2004-2011
- Mobile FSM Seats Forecast - Mobile FSM Markets (U.S.) 2004-2011
- Pricing Analysis - Mobile FSM Markets (U.S.) 2004
- Market Segment Share -- 2004 Versus 2008
Market II : Commercial-grade handheld FSM
- Market Drivers - Drivers Ranked by Order of Impact (U.S.) 2004-2011
- Market Restraints - Restraints Ranked by Order of Impact (U.S.) 2004-2011
- Commercial-grade handheld FSM Market Size & Forecasts (U.S) 2004-2011
- Commercial-grade handheld FSM Opportunity (U.S.) 2004 Versus 2008
Market III : Rugged handheld FSM
- Market Drivers - Drivers Ranked by Order of Impact (U.S.) 2004-2011
- Market Restraints - Restraints Ranked by Order of Impact (U.S.) 2004-2011
- Rugged handheld FSM Market Size & Forecasts (U.S) 2004-2011
- Rugged handheld FSM Opportunity (U.S.) 2004 Versus 2008
Market IV : Laptop & Tablet FSM
- Section Heading - Market III : Laptop & Tablet FSM
- Market Drivers - Drivers Ranked by Order of Impact (U.S.) 2004-2011
- Market Restraints - Restraints Ranked by Order of Impact (U.S.) 2004-2011
- Laptop & Tablet FSM Market Size & Forecasts (U.S) 2004-2011
- Laptop & Tablet FSM Opportunity (U.S.) 2004 Versus 2008
Conclusions
Featured Vendor Profiles
- The Mobile FSM Solution Stack -- Featured Vendors
- CRM Software Vendors
- FSM Software Vendors
- Mobile Platform and Application Vendors
- Device Vendors
Strategic Recommendations
- Strategic Recommendations for Vendors and End-User Organizations
Frost & Sullivan Awards
- Frost & Sullivan Awards - Mobile FSM Market (U.S.) 2004
- About Frost & Sullivan
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