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.  FSM products operate across multiple communication channels: websites, supply chain solutions, third-party service-brokering solutions and analytics. 
 
FSM applications provide capabilities to: manage demand, plan work, inform and enable technicians, debrief work orders, and perform analysis and integration.

Field Service Management

Field Service Scheduling & Management (FSM) Software

This market examines the global market for customer service and support applications that enable customer service and support agents to engage customers through their preferred communication channel. It covers a wide range of customer service applications for organizations with customer engagement centers (CECs), ranging from very small (fewer than 20 agents) through average size (50 agents) to very large, and distributed centers (over 10,000 agents). At the heart of a CEC is the need for a CRM application with the customer record (typically including account, contact information, purchase history, service history, and open marketing offers). Its core system function is case management, which can sometimes be referred to as incident management, trouble ticketing or problem resolution. It requires a strong ability to create, split, federate, join, assign and escalate cases, often in a collaborative environment.

CRM Customer Engagement Center

CRM Customer Engagement Center (CEC)

Gartner defines customer management and experience solutions as part of business support systems (BSS) solutions for CSPs, and as commercial off-the-shelf software solutions that address CSPs’ all customer-facing operational requirements. This includes managing customer channels, customer information, incidents, products, pricing, quotes and offers, order and partner management.
CM&X solutions are typically part of the BSS solutions and often work together with revenue management and monetization solutions as part of a complete BSS stack

CSP Customer Management and Experience Solutions

SAP Service Cloud Reviews, Ratings, and Features - Gartner 2022

Overall rating of evaluation and contract negotiation with the vendor

Evaluation & Contracting

Timely and complete response to product questions

Pricing and contract flexibility (pricing and terms)

Overall rating of integration and deployment

Integration & Deployment

Ease of integration using standard APIs and tools

Quality and availability of end-user training

Ease of deployment

Overall rating of service and support

Service & Support

Timeliness of vendor's response

Quality of technical support

Quality of peer user community

Overall rating of product capabilities

Product Capabilities

Scalability

Integration

Customization

Ease of deployment, administration, and maintenance

Additional Context

SAP Commerce Cloud

Salesforce Marketing Cloud

Salesforce

TCS HOBS

Tata Consultancy Services (TCS)

Salesforce Communications Cloud

Cerillion Skyline

Cerillion

NetCracker

Singleview

Comarch Enterprise BSS

Comarch

Amdocs Customer Experience Suite

Amdocs

Cerillion Enterprise BSS/OSS Suite

250M - 500M USD

<50M USD

50M - 250M USD

500M - 1B USD

Services

Finance

Manufacturing

SAP Service Cloud

SALES DEVELOPMENT REPRESANTATIVE

This is a great platform, considering the fact that SAP has been in the game for a long time and have developed state of art products and solutions. 

Oracle

Hansen

CloudSense

Marketing Infrastructure Coordinator

My overall experience is that it is a great tool but there are just few things  that need improvement. 

PROJECT MANAGER

It's really effective solution for our businesses. We can use the cloud to allow us to scale up without having any impaxct on our servers. In addition, we can give access to more people without having access to our internal network.

IT Services Delivery Sr. Manager

It is a capable solution specially for the small and medium sizes enterprises, that helps their business through integrating with the potential customers 

CHIEF FINANCIAL OFFICER

platform has the ability to scale and be flexible according to needs of the business and workflow

Active

Read CSP Customer Management and Experience Solutions reviews verified by Gartner. Compare and find the best CSP Customer Management and Experience Solutions for your organization.

50M-1B USD

Reviewer Insights and Demographics