2009 North American Mobile Resource Management (MRM) Markets

Vertical Focus and Flexible Back-Office Integration to Drive Next Phase in MRM Field Service Deployments

As handset-based MRM applications for field service workers reach feature parity, software developers and their channels are realizing that survival in this intensely competitive sector hinges on creating truly vertical-specific solutions. They are equally aware of the importance of improving the ability to connect these solutions to multiple corporate back-end systems {dispatch, payroll, customer relationship management (CRM), inventory management}.

Handset-based, GPS-enabled applications have shown impressive business results, including improved mobile worker productivity, shorter and more accurate billing processes, and increased customer satisfaction - all clear reasons for enterprises to seriously consider implementing MRM with their own field personnel. "To make Chief Information Officers (CIOs) sit up and take notice, solution providers market a hard-dollar ROI benefit," says the analyst of this research. "Customer case studies point to reduced overtime and labor costs, increased service call opportunities, lowered fuel costs, and significantly lessened paperwork." However, this sector is also evolving to the point where all MRM solution providers provide essentially the same set of core capabilities. So now, the challenge is to find a new way of differentiating themselves from the pack.

To help distinguish themselves in a still-crowded field of competitors and ease customer concerns about expense and upheaval, participants must quickly take a number of actions. "Savvy vendors will demonstrate an ability to address vertical-specific needs, satisfy clients' unique business requirements, and expertly connect their new field service solution back into all of their relevant existing corporate systems," notes the analyst. Such responsiveness is especially critical in the current economic climate, where IT decision-makers look at an application's immediate relevance and value and have to be persuaded to invest in any new solutions.

Market Sectors

Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:

By Application:

• Mobile field service
• Mobile enterprise

Technology

The following technology is covered in this research:

• Location determination technologies