North American Mobile Field Service Management (FSM) Market 2021 - Acquisitions, Vertical Focus, and New Technologies Drive the Highly Competitive Market

Changing Workforce and Demanding Customers Help Power New Growth Opportunities

North American businesses rank mobile field service automation as one of their top areas of enterprise digital solution investment. Each year, the publishing team 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.

Key Issues Addressed

• Who are the current key vendors in this industry?
• What is the current distribution channel mix?
• What is the revenue forecast for the mobile field service management market as a whole and for each of the two solution segments investigated?
• What are three top strategic imperatives impacting today’s mobile field service management industry?
• What are the highest priority individual FSM capabilities according to current users?
• Who are key competitors in each of the two major product segments?
• What are three major growth opportunities in this industry?
• What are the major growth drivers and growth restraints in today’s mobile field service management industry?