Today’s field service worker is firmly positioned on the front line, often offering the only opportunity a company has to interact face-to-face with its customers. The stakes are high in these encounters, with an increasingly demanding universe of consumers expecting field service employees to be punctual, prepared, and committed to a prompt resolution. Failing to meet these expectations can easily result in customer dissatisfaction and churn.

However, that’s only one side of the field service coin. In addition to satisfying their end-customer demands, companies must also address the evolving composition and expectations of their field service workforce. A substantial segment of this workforce is aging out, and their replacements are often a blend of employees and third-party contractors, younger technicians who are more comfortable with technology and expect it to provide real-time visibility, mobile access to information, and quicker issue resolution.

It’s no wonder recent Frost & Sullivan research reveals that North American businesses rank mobile field service automation as their top area of enterprise digital solution investment. Top field service management (FSM) solutions leverage multiple technologies to locate, manage, automate and/or optimize field-based service workers and their tasks. Done right, these offerings can enhance customer satisfaction, cut costs, increase productivity (in the field and back at HQ), and expedite cash flow.

ServicePower has demonstrated an ability to address both consumer and worker requirements as well as provide considerable value in a highly competitive environment. As an FSM Software-as-a-Service (SaaS) company headquartered in Virginia, ServicePower excels in multiple areas, including its commitment of the following:

  • Focus on user needs: ServicePower has built its capabilities and portfolio around three major workforce types: employed technicians, third-party contractors, and a blended workforce. The company recognizes that each worker type has specific needs, and they cannot be treated as one homogenous whole. In response, the ServicePower Enterprise Suite offers nine product modules, allowing customers to add functionality as needed. The newest additions to this suite—ServiceEmpowerment and ServicePortal—address the growing demand for autonomy and control on the part of both workers and end consumers.
  • Incorporate advanced technologies on a timely basis: Field service organizations do not want an FSM solution that will go stale after a year. ServicePower recognizes the value of maintaining an aggressive technology roadmap and forging strategic technology partnerships. The company leverages artificial intelligence (AI) for scheduling and parts prediction, augmented reality for assisting remote techs and adjusters, and Internet of Things (IoT) integration for delivering more predictive and proactive service. An impressive range of mobile capabilities is also available.
  • Provide strong, fast ROI: Businesses expect FSM solutions to provide positive hard-dollar benefits. ServicePower’s use cases highlight customers’ ability to reduce costs, increase revenues, enhance first-time fix rates, and expedite cash flow.

Deep market knowledge, a modular solution framework, timely introduction of emerging technologies, and clear business impacts make ServicePower a leading vendor in the FSM space, earning it the Frost & Sullivan 2021 Customer Value Leadership Award.

About Jeanine Sterling

Industry Director with Frost & Sullivan, covering the mobile enterprise applications sector in North America. She has worked in both the business and consumer technology markets for over 25 years as a solutions manager, analyst and consultant. Current areas of focus include the growing array of powerful mobile software applications for the North American worker, along with mobile asset tracking, mobile supply chain management, and enterprise mobility management (EMM) solution platforms.

Jeanine Sterling

Industry Director with Frost & Sullivan, covering the mobile enterprise applications sector in North America. She has worked in both the business and consumer technology markets for over 25 years as a solutions manager, analyst and consultant. Current areas of focus include the growing array of powerful mobile software applications for the North American worker, along with mobile asset tracking, mobile supply chain management, and enterprise mobility management (EMM) solution platforms.

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