The Forrester Tech Tide™: Extended CRM Technologies, Q1 2021

This report presents an analysis of the maturity and business value of the 20 technology categories that comprise the extended CRM ecosystem, and it helps application development and delivery (AD&D) pros supporting CRM operations to shape their firm’s investment approach to these technologies.

One of these twenty technology categories is Field Service.

“Field service technologies empower traditional field technicians with a full view of the customer and their assets”, says the report. “Companies can use them to monitor the state of connected assets to proactively — and even preemptively — intervene to maximize cost structures. Continually monitoring connected assets also helps companies transform from product-based to service-based business models, unlocking new revenue streams. Field service solutions are seeing increased adoption to optimize the schedules, routes, and work of field workers to deliver differentiated experiences.”

Forrester reports this technology category as both high maturity and high business value, and it’s one of those on which it is worth maintaining investments.

OverIT is really proud of being a field service sample vendor in this analysis. The OverIT Next-Gen FSM Platform covers end-to-end service, providing 360° support to over 150,000 FSM users. Leveraging cutting-edge technologies, such as Artificial Intelligence, our know-how and experience gained in several business fields, the platform handles both functional and process coverage, helping our clients to increase productivity and efficiency of FSM operations, while drastically reducing project deployment and ROI times.

By combining Augmented Reality, Artificial Intelligence and Knowledge Management features, the OverIT Next-Gen FSM Platform (Field Collaboration) empowers frontline workers with a fully collaborative environment to troubleshoot, assess, train, and rapidly resolve tasks, in safety conditions. Moreover, it gives the ability to overcome distance barriers, allowing workers to collaborate safely across and within field environments, including those where bandwidth and network connectivity are most challenged.