Acquisitions, Vertical Focus, and New Technologies Drive Highly Competitive North American Mobile Field Service Management (FSM) Market

Acquisitions, Vertical Focus, and New Technologies Drive Highly Competitive North American Mobile Field Service Management (FSM) Market

  • September 2021 •
  • 62 pages •
  • Report ID: 6176212 •
  • Format: PDF
North American businesses rank mobile field service automation as one of their top areas of enterprise digital solution investment.* Each year, the analyst examines this particular solution category in the context of the North American market. For the purposes of this 2021 study, mobile field service management (FSM) applications are defined as software solutions that leverage multiple technologies via the field technician’s mobile device to locate, manage, automate, and/or optimize the field-based service workers and their tasks. The range of FSM capabilities continues to expand, and includes features such as GPS tracking, digital forms, work order management, wireless timecards, mobile payments, dispatching, dashboards, reports, third-party contractor management, predictive analytics, etc.Adoption dynamics, strategic imperatives, and potential growth opportunities are examined. Revenue forecasts are provided for two product categories: 1) Small and Mid-sized Business solutions for companies with fewer than 500 employees and 2) Enterprise solutions for businesses with 500+ total employees. The total market is projected to exhibit a CAGR of 21.8% over 2020-2026. Revenue growth will be generated by both new and current customers as providers expand into new industries continue making strategic acquisitions, and implement new technologies. Both current and prospective FSM solution users will want to continuously monitor products and vendors. All stakeholders will want to track trends, partnership opportunities, and evolving needs among increasingly demanding field workers and end-customers. Challenges to growth in today’s mobile field service management market include: 1) Costs that can be perceived as unaffordable by the field service organization, 2) Change management concerns, 3) The lack of strong channel and technology partnerships on the part of some vendors, 4) A limited number of vertical-specific FSM solutions, and 5) Prospective customer concerns regarding solution security, scalability, and integration capabilities.Companies interviewed for this study include Actsoft, AT&T, CSG, FieldAware, IFS, ProntoForms, Salesforce, ServiceMax, ServicePower, and Verizon.* "Mobile Worker Applications Survey--Customer Preferences and Plans, U.S. and Europe, 2019" (9ABE-65)