Constellation ShortList™ for Field Service Management

Constellation has announced the Constellation ShortList vendors in Field Service Management which provides the best capabilities to help employees serve customers. Field customer service occurs when resources or services are deployed onsite at a client. Field service management software enables companies to be flexible and nimble when providing service. These offerings are great at detecting problems before having to send someone to repair or fix a customer’s issue. In the event they must send someone, they can communicate in real-time with customers, provide on-site information about products and repair issues while offering relevant and timely service.

These offerings help companies improve their operational efficiencies by optimizing work-order routing and technician scheduling, which results in quicker resolution of issues. Analytics used in field services often optimize when services are deployed and how assets are tied to deployment of resources. They have advanced scheduling systems that let the customer know when the technician or field-service employee will arrive within a reasonable window of time. Helping provide an excellent customer experience is the most important aspect of field service management solutions.

The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research.  This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Constellation considers the following criteria for these solutions:

  • Good diagnostics prior to rolling out the truck
  • Resource management
  • Case management
  • Communication with the customer on the status of the technician’s arrival
  • Scheduling
  • Resource allocation
  • Inventory optimization
  • Mobile enablement.

Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, vendor selection projects, market share and internal research. These are the best-of-breed vendors that provide applications and services without bundling into another platform:

  • IFS
  • Oracle Field Service Cloud (formerly TOA Technologies)
  •  ServiceMax
  • ClickSoftware
  • PTC
  • SAP
  • Vertical Solutions.

For more information on the short lists, please see the Constellation Research site.

@Drnatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer-Facing Applications

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Constellation ShortList™ for Customer Experience (CX): IOT Platforms

Customer Experience (CX): IOT Platforms are the platforms that make IoT come to life. The Constellation ShortList presents vendors in different categories of the market relevant to early adopters. In addition, products included in this document meet the threshold criteria for this category as determined by Constellation Research. This Constellation ShortList of vendors for a market category is compiled through conversations with early adopter clients, independent analysis, and briefings with vendors and partners.

Developing products for the Internet of Things (IoT) is a complex endeavor. Because most organizations lack the resources and skills for custom app development, successful projects require development on an IoT platform or solution. IoT data solutions offer a place to start by combining many of the tools needed to manage a deployment from device management to data prediction and insights, all into one offering. For customer experience offerings, Constellation has identified a range of platform providers, including pure-play third-party platforms, hardware vendors, connectivity providers and system integrators. Having an end-to-end ecosystem strategy means a company doesn’t have to develop their own modules, network stack or cloud on-boarding.

Constellation considers the following criteria to be considered an IoT Platform for CX. One of the key characteristics is to be able to connect data from every device, sensor, website, etc. and is built on a scalable event processing engine designed to ingest and analyze billions of connected events:

  • End-to-end ecosystem strategy
  • Reliably scale to billions of devices and trillions of messages
  • Manages up to 500,000 assets and 100,000 device messages per second
  • Cloud infrastructure as a white-label subscription service
  • Web-scale processing, analytics and machine intelligence
  • Ultra-low latency
  • Augmented reality integration
  • Messaging broker supports connections using native MQTT and WebSockets MQTT.

Constellation evaluates over 25 solutions categorized in this market. This Constellation ShortList is determined by client inquiries, partner conversations, customer references, vendor selection projects, market share and internal research. The list includes:

  • AWS IoT
  • GE Predix
  • Google Cloud Platform IoT
  • Microsoft Azure IoT Suite
  • ThingWorx
  • Salesforce IoT Cloud
  • Lively.

For more information, please see the Constellation Research website.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research, Covering Customer-facing Applications

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