Published: 30 November 2022
Vendors’ positions in this Critical Capabilities reflect clients’ new expectations in areas like AI-driven diagnostics, knowledge curation, sustainability and communications. Application leaders should seek solutions with objective proof that they improve work quality and customer business outcomes.
Equipment owners and operators increasingly expect both digital and analog interactions with field service providers (FSPs) to be more personalized and effortless. FSPs need to integrate empathetic practices and customer journey awareness into service delivery by integrating contextual data from additional data sources, such as sustainability analytics and asset performance management (APM).
End-user organizations have improved the quality of relevant information they provide as part of service requests they make to outside vendors. Vendors in this Critical Capabilities research go beyond condition-based, maintenance-based work order generation to offer support for increasingly complex machine-assisted triage and diagnostics. This will help
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As a companion to the Magic Quadrant™, a Critical Capabilities report scores competing products and services against a set of meaningful differentiators. It reveals which options are the best fit in various use cases to help you focus on the vendors best suited to your needs.
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