IDC MARKETSCAPE FIGURE
FIGURE 1 : IDC MarketScape Worldwide Manufacturing Field Service Management Applications Vendor Assessment.
Please see the Appendix for detailed methodology, market definition, and scoring criteria.
IN THIS EXCERPT: The content for this excerpt was taken directly from IDC MarketScape: Worldwide Manufacturing Field Service Management Applications 2021–2022 Vendor Assessment (Doc #US46742521e). All or parts of the following sections are included in this excerpt: IDC Opinion, IDC MarketScape Vendor Inclusion Criteria, Essential Guidance, Vendor Summary Profile, Appendix and Learn More. Also included is Figure 1.
IDC OPINION: In 2021, and beyond, manufacturers and service organizations have made, and will continue to make, a concerted effort to prioritize service experiences for customers, operators, and consumers. Expectations for valuable interactions, consistent quality engagements, and personalized experiences demand that manufacturers and service organizations rethink what good field service looks like. Heroes on the day or one-off superstars in field service, though still the norm, are no longer acceptable as customers demand visibility into resolution and consistency of service interaction regardless of whether an in-house field engineer, third-party technician, or self-service experience is being delivered. Field service teams are now expected to be in the right place, with the right part and the right skills, at the right time to go beyond closure of a work order to deliver an engaged experience with
customers or operators. Digital capabilities and innovation accelerators such as augmented reality (AR)/mixed reality, the Internet of Things (IoT), and artificial intelligence (AI) are helping manufacturers and service organizations transform field support to be more proactive, predictive, and remote. The past 12–15 months have highlighted how manufacturers and service organizations need to incorporate contactless and remote service experiences to ensure, regardless of physical distancing limitation, resolution and value could still be delivered. Across manufacturing value chains in discrete, process, high-tech, and CPG environments, the field operation has become a differentiator and not just an aftersales-required activity. Not all field service operations are managed as profit centers, but through digital transformation, more manufacturers are looking to enhance the user experience through more efficient field service execution.
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