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July 8, 2020
Salesforce Named as a Leader in the Gartner 2020 Magic Quadrant for Field Service Management (FSM)
By Mark Cattini, GM and SVP Field Service Lightning
Salesforce moves from a Challenger into the Leader’s quadrant within a year of the ClickSoftware acquisition.
- Gartner recognized Salesforce for its completeness of vision and its ability to execute that vision.
- We believe Salesforce is positioned furthest on the completeness of vision dimension thanks to the innovative ways in which our customers use Field Service Lightning to manage their mobile workforce, and the ground-breaking capabilities that we are delivering in this market.
- Because Field Service Lightning is built on the Salesforce Customer 360 Platform, service dispatchers and mobile workers can access customer data from across the organization, gaining a complete view of the customer to support excellence in service delivery.
Today we’re excited to announce that Gartner has positioned Salesforce as a Leader in the Field Service Management 2020 Magic Quadrant. Salesforce is grateful to our customers who have partnered with us to create a compelling vision for world-class service.
With Field Service Lightning, companies can manage the entire service lifecycle from the contact center through to the field. For example:
- A request comes into customer service via a wide range of channels, including the Internet of Things, email, website form, SMS, or social channels.
- A dispatcher has a complete view of the asset history and assigns the right resources to the work order in a central console. The resource assignment can be made automatically, based on a company’s business objectives, taking into account mobile workers’ skills, travel time, SLAs and other factors.
- And for the last mile of service - which is often the most crucial - dispatchers can view resources and make real-time adjustments on a map. Mobile workers use the Field Service Lightning application as their single source of truth for all appointments to access customer information, inventory, and knowledge articles to complete jobs efficiently and effectively.
“Salesforce is committed to providing an agile field service platform that can pivot based on specific business or global needs - whether it’s virtual help, a safety pre-checklist for in-person visits, or driving field service revenue,” according to Mark Cattini, GM and SVP of Field Service Lightning and former CEO of ClickSoftware.
We believe, Salesforce is named a 2020 Leader in the Gartner Magic Quadrant for Field Service Management by delivering innovation three times a year based on market trends and the voice of our customer. Field Service Lightning provides:
- A flexible and intelligent dispatch console to schedule resources with a powerful optimization engine. Field Service Lightning is full of automation tools including shift management and scheduling recipes.
- A complete view of your customers’ assets by tracking your install base, maintenance plans, and asset’s uptime to ensure outstanding customer service.
- A configurable Mobile app. Field Service employees can review appointments and inventory, complete timesheets, deeplink to other apps and be guided on-site through Lightning Flows to increase first time fix rates.
- Learning paths on Trailhead, a free online learning platform, to get up and running faster on Salesforce. To date, the community has completed~10,000 field service badges.
The Power of the Salesforce Customer 360 Platform
Because Field Service Lightning is built on the Salesforce Customer 360 Platform, dispatchers and mobile workers can tap into data from multiple parts of the organization, including sales and marketing, ERP systems, and more, by leveraging the power of Mulesoft. Integration capabilities open up the platform to let data flow into Field Service Lightning - like assets or inventory - which gives the field service workforce a complete view of the customer and enables them to deliver personalized service.
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*This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Gartner, Magic Quadrant for Field Service Management, Jim Robinson, Naved Rashid, July 6, 2020