查看购物车
  • Traditional Chinese
  • English
  • Japanese
  • Korean
封面
市场调查报告书
商品编码
1444895

现场服务管理 (FSM) - 市场占有率分析、产业趋势与统计、成长预测（2024 - 2029 年）

Field Service Management (FSM) - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 192 Pages | 商品交期: 2-3个工作天内

价格

※ 本网页内容可能与最新版本有所差异。详细情况请与我们联繫。

简介目录

现场服务管理市场规模预计到 2024 年为 49.4 亿美元，预计到 2029 年将达到 85.9 亿美元，在预测期内（2024-2029 年）CAGR为 11.70%。

现场服务管理 (FSM) - 市场

现场服务管理公司面临巨大的压力，需要有效领导团队并确保安全遵守风险较高的 COVID-19 爆发。没有沟通不良或不信任的空间。根据《哈佛商业评论》报道，疫情爆发前，美国组织信任度平均值仅 70%。鑑于压力情况会加剧恐惧和不信任，此时专注于培养组织内部的信心就显得尤为重要。

主要亮点

  • 供应商实施各种定价策略以在竞争激烈的市场环境中生存。软体供应商正在采用技术进步带来的以客户为中心的定价策略。 FSM 产业的一些供应商专注于根据客户的需求和价值认知提供基于价值的定价模型。软体解决方案的定价是基于解决方案的差异化特征以及为客户提供的增值功能。
  • 在预测期内，由于对更好、更快服务的需求不断增长，对软体即服务 (SaaS) 相对于传统本地软体的偏好将大幅增加。随着云端运算在现场服务管理市场的成长，许多企业正在转向基于云端的FSM解决方案。这些解决方案减轻了 IT 部门的负担，并允许外部服务提供者为其使用者提供支援和维护。
  • 市场上的主要参与者都专注于策略性收购，以增强其能力并保持竞争力。例如，2021 年 12 月，美国和加拿大基于 SaaS 的车队管理软体和补充解决方案的重要供应商 GPS Insight 宣布收购基于行动云端的现场服务解决方案提供商 FieldAware。此次收购扩大了 GPS Insight 的现场服务和车队追踪能力，使他们能够透过更强大、更全面的数位平台，提供营运洞察和成本节约能力，更好地为各种规模的客户提供服务。
  • 此外，2021 年6 月，ServicePower 和普华永道企业咨询（普华永道提供担保、咨询和税务服务的公司网路的一部分）宣布建立合作伙伴关係，为欧洲各地的製造组织提供联合现场服务管理产品。这两个组织最初将专注于欧洲市场。根据该协议，ServicePower 将提供日程优化、行动应用程式、面向客户的入口网站、报告和分析。这种情况增加了整个欧洲的 FMS 市场机会。
  • 市场上的供应商正在扩大他们的服务，这提高了他们在市场上的知名度和成长机会。例如，2022 年 5 月，领先的现场服务管理 (FSM) 软体公司 ServicePower 宣布其服务现已在法国推出。该现场服务管理专家确认了其在欧洲的扩张以及协助零售商、保险公司、消费电子公司和家庭服务公司为其客户提供量身定制的一流体验，同时实现显着运营效率的雄心。
  • 原始设备製造商正在采用工业物联网 (IIoT) 来提供新服务，这需要现代 FSM 系统来管理现场服务交付，从而导致对 FSM 解决方案的需求增加。此外，机器学习提供了新的竞争优势来源。成功执行这项任务需要现代 FSM 解决方案。现场服务管理解决方案的采用率越来越高，因为它可以在不增加现场员工规模的情况下提高员工生产力并简化业务流程。
  • 在 COVID-19 之后，由于疫情限制了行业专业人士和利益相关者远端管理其现场工作，因此先前估计的 FSM 在最终用户细分市场的成长预计将会上升。 COVID-19 大流行导致车间内采取社交距离措施的工人有限，这将进一步促进采用。
  • 此外，由于对时间和具有成本效益的解决方案的需求不断增长，现场服务管理行业在过去几年中经历了快速增长。多项研究表明，由于普遍的人口状况，美国和欧洲等成熟市场将出现现场服务劳动力短缺的情况，这反过来又导致组织更加重视后端自动化和利用先进技术实现远端监控。

现场服务管理市场趋势

服务合约管理将占据重要市场份额

  • 依赖外部承包商或第三方服务提供者进行现场工作的企业也需要与企业业务相同的功能。儘管如此，客户的详细资讯和可见性在这里更为重要。部分或全部外包现场服务可以帮助公司降低劳动成本并扩大业务。将工作分配给承包商后，多家公司无法知道服务何时交付、需要多长时间，甚至问题是否已解决，直到他们开始收到客户投诉。用于外包服务的 FSM 软体主要提供承包商服务交付的可见性，使第三方技术人员与组织的内部员工无法区分。
  • 这些公司现在已经能够透过 FSM 软体解决方案中的供应商入口网站来管理其承包商和相关的管理任务。就像传统的现场工作人员一样，承包商也需要即时存取工作订单资讯、零件可用性以及快速报告服务交付情况和提交索赔的能力。需要现场技术人员的客户呼叫也可以由公司分派给其技术人员或当地服务合作伙伴。此外，这些入口网站可以存在于公司主介面之外，以便公司资料保持安全，同时允许每个人存取他们需要的内容。
  • 提供与外部员工的这种双向互动主要使服务公司能够向承包商发出最后一刻的时间表变更，主要是向客户提供有关技术人员到达时间的最新信息，监控工作订单以确保SLA 合规性，甚至创造机会用于优化调度和规划。
  • 市场上的供应商一直在提供创新的解决方案来满足客户的需求。例如，Mize Inc. 提供其服务合约管理软体和解决方案，帮助第三方管理员 (TPA)、製造商 (OEM)、零售商和通路合作伙伴设定、销售、管理、追踪和分析各种服务计划。
  • 此外，云端整合合约管理解决方案因其高资料安全性、可扩展性和更好的资料管理功能而在各个组织中采用，允许公共和私营部门多个行业的组织起草、谈判、签署、在一个集中位置批准、追踪和续约合约。

亚太地区将见证显着成长

  • 预计亚太地区的现场服务管理市场将显着成长。快速成长归因于该地区拥有许多中小企业，它们高度参与开发和采用现场服务及其管理解决方案。随着现场服务和行动角色的范围越来越广泛，行动工作人员的角色在该地区比以前更加普遍，支援技术专案采用行动应用程序，这将推动亚太地区的市场。
  • 在中国、印度、新加坡、日本和韩国等发展中国家，透过客户满意度提供差异化服务的需求日益增长。这些期望可能会成长，使用现场服务管理软体的组织必须确保改善现场工作人员和客户之间的沟通，确保有效率地提供服务。
  • 此外，主要由于大规模工业化，现场服务管理市场在该地区正在兴起。随着地理区域的扩大和客户群的扩大，该地区的现场服务管理市场预计将呈现稳定成长。该地区技术用户数量的成长进一步推动了现场服务管理市场的成长。
  • 印度是亚太地区现场服务管理解决方案、云端运算和人工智慧 (AI) 的重要市场之一。中小企业越来越多地采用云端和人工智慧，以及所有最终用户对人工智慧技术的投资增加，是推动市场的重要因素。 Yotta 调查显示，37% 的印度企业在云端拥有数位化基础设施，预计到 2022 年，超过 60% 的企业将透过云端采用。此外，市场在自动化、机器对机器通讯、云端运算等领域的扩张製造、云端AI直接带动现场服务管理平台的需求。因此，对 FSM 解决方案的需求不断增加。
  • 例如，2022 年7 月，Pune India Birlasoft Ltd（一家数位和IT 服务公司，隶属于价值28 亿美元的多元化CK Birla Group）透过利用SAP 的RISE 将其数位环境转变为云，加强了与SAP 的关係。随着企业采用「云端优先」策略，Birlasoft 将能够大幅加速客户的转型之旅。

现场服务管理产业概述

现场服务管理 (FSM) 市场格局仍然相当分散。有许多预先包装 FSM 软体解决方案供应商，但没有一家 FSM 供应商主导全球市场或任何区域市场。一些参与者正在市场上建立合作伙伴关係、扩张和合作，以增加他们的市场份额。

  • 2022 年 5 月 - 现场服务管理 (FSM) 软体公司 ServicePower 宣布法国市场已对其服务开放。这位现场服务管理专家透过帮助企业提供客製化的消费者体验，同时实现显着的营运效率，确认了其在欧洲的发展。此外，由于结合了最佳化演算法和人工智慧功能，ServicePower 平台将提供一系列有用的解决方案，用于处理与保固、维修和更换物品相关的客户需求。

额外的好处：

  • Excel 格式的市场估算 (ME) 表
  • 3 个月的分析师支持

目录

第 1 章：简介

  • 研究假设和市场定义
  • 研究范围

第 2 章：研究方法

第 3 章：执行摘要

第 4 章：市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 消费者的议价能力
    • 新进入者的威胁
    • 替代产品的威胁
    • 竞争激烈程度
  • 产业价值链分析
  • 主要 FSM 用例分析（用于远端协助的 AR/VR 的出现、专注于客户保留和服务的预测性维护、逐步向后端自动化过渡）
  • 买家的主要考虑因素和当务之急
  • COVID-19 对现场服务业的影响
  • 技术简介

第 5 章：市场动态

  • 市场驱动因素
    • 越来越重视最大限度地提高工作效率
    • 行动性和基于云端的解决方案的采用等技术趋势
    • 创造新的销售机会
  • 市场挑战
    • 资料机密性问题、实施/整合问题和授权成本

第 6 章：市场细分

  • 部署类型
    • 本地
    • 云
  • 组织规模
    • 中小企业
    • 大型企业
  • FSM 软体与服务类型
    • 调度、调度和路线优化
    • 服务合约管理
    • 工单管理
    • 使用者管理
    • 库存管理
    • 其他软体（计费、发票和保固管理）
    • 服务
  • 最终用户
    • Allied FM（硬 - 建筑和 HVAC，软 - 景观美化和清洁）
    • 资讯科技和电信
    • 医疗保健和生命科学
    • 能源和公用事业
    • 油和气
    • 製造业
    • 其他最终用户（交通、房地产等）
  • 地理
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
      • 欧洲其他地区
    • 亚太地区
    • 世界其他地区

第 7 章：竞争格局

  • 公司简介
    • Field Aware US, Inc.
    • Oracle Corporation (OFSC)
    • IFS AB
    • ServiceMax Inc.
    • ServicePower, Inc.
    • Coresystems (SAP SE)
    • Microsoft Corporation (Dynamics 365 for Field Service)
    • Accruent LLC (Fortive Corp)
    • Mize, Inc.
    • Salesforce.com, Inc. (Field Service Cloud)
    • Zinier, Inc.
    • Trimble Inc.
    • The simPRO Group Pty Limited
    • Kirona Solutions Limited

第 8 章：投资分析

第 9 章：未来展望

简介目录
Product Code: 63875

The Field Service Management Market size is estimated at USD 4.94 billion in 2024, and is expected to reach USD 8.59 billion by 2029, growing at a CAGR of 11.70% during the forecast period (2024-2029).

Field Service Management (FSM) - Market

Field service management firms are experiencing immense pressure to effectively lead teams and ensure safety compliance with the outbreak of COVID-19, where the risks are running high. There is no space for miscommunication or distrust. According to Harvard Business Review, before the pandemic, the U.S. average for organizational trust was only 70%. Seeing as stressful situations exacerbate fear and distrust, it is even more critical at this point to focus on developing confidence within the organization.

Key Highlights

  • Vendors implement various pricing strategies to survive in the competitive market environment. The software vendors are adopting customer-centric pricing strategies enabled by technological advancements. Several vendors in the FSM industry are focusing on providing value-based pricing models depending on the customers' needs and value perceptions. The software solution pricing is based on the differentiating characteristics of the solution and the value-added features given to the customers.
  • The preference for software-as-a-service (SaaS) over traditional on-premise software is set to increase considerably during the forecast period, aided by the growing demand for better and faster service. With the growth of cloud computing in the field service management market, many enterprises are switching to cloud-based FSM solutions. These solutions ease the burden on the I.T. department and allow the external service providers to offer support and maintenance to their users.
  • The key players in the market are focusing on strategic acquisitions to enhance their capabilities and stay competitive. For instance, In December 2021, GPS Insight, a significant provider of SaaS-based fleet management software and complementary solutions in the United States and Canada, announced the acquisition of FieldAware, the provider of mobile, cloud-based field service solutions. The acquisition expands GPS Insight's field services and fleet tracking capabilities, allowing them to better serve customers of all sizes through a more robust and comprehensive digital platform with operational insights and cost savings capabilities.
  • Moreover, in June 2021, ServicePower and PwC Enterprise Advisory, part of the PwC network of firms providing assurance, advisory, and tax services, announced a partnership that delivers a joint field service management offering to manufacturing organizations across Europe. The two organizations will initially focus on the European market. With this agreement, ServicePower will Provide schedule optimization, Mobility application, Customer facing portal, Reporting, and analytics. Such instances increases the FMS market opportunities across the Europe.
  • The vendors in the market are expanding their services, which results in increasing their visibilty and growth opportunities in the market. For instance In May 2022, ServicePower, a leading Field Service Management (FSM) software company, has announced that its services are now available in France. The field service management specialist confirms its expansion in Europe and its ambition to assist retailers, insurance companies, consumer electronics companies, and home service companies in providing tailored first-class experiences to their customers while achieving significant operational efficiencies.
  • The original equipment manufacturers are adopting the industrial Internet of things (IIoT) for new services, which require a modern FSM system to manage the field service delivery leading to an increased demand for FSM solutions. Additionally, machine learning provides new sources of competitive advantage. The successful execution of this requires modern FSM solutions. There has been an increasing adoption of field service management solutions, as it improves workforce productivity and streamlines the business process without increasing the size of the field-based workforce.
  • In the wake of COVID-19, the previously estimated growth of FSM across end-user segments is expected to rise as the pandemic restricts the industry professionals and stakeholders from managing their fieldwork remotely. The COVID-19 pandemic has resulted in limited workers on the floor to have social distancing measures, which will further boost the adoption.
  • Also, the field service management industry has witnessed rapid growth over the last few years, buoyed by the increasing demand for time and cost-effective solutions. Several studies have revealed that there would be a shortage of field service workforce in mature markets such as the U.S. and Europe due to the prevalent demographic conditions, which has, in turn, led to organizations placing a higher emphasis on back-end automation and the use of advanced technologies to enable remote monitoring.

Field Service Management Market Trends

Service Contract Management to Hold Significant Market Share

  • Businesses relying on outside contractors or third-party service providers for fieldwork also require the same functionality as enterprise businesses. Still, the client details and visibility are even more important here. Outsourcing field services, partial or full, can help companies reduce labor costs and expand their operations. After a job is assigned to a contractor, multiple companies had no way to know when service is delivered, how long it took, or if the issue is even resolved until they started receiving customer complaints. The FSM software for outsourced services primarily provides visibility into the contractor service delivery making third-party technicians indistinguishable from an organization's internal workforce.
  • The companies have now become able to manage their contractors and related administrative tasks through vendor portals within the FSM software solution. Just as with traditional field workers, contractors also need real-time access to the work order information, parts availability, and the ability to report back quickly on service delivery and submit claims. The customer calls requiring a technician on-site can also be dispatched by a company to its technicians or a local service partner. Moreover, these portals can exist outside the main company interface so that the company data remains secure while allowing everyone to access what they need.
  • Providing this two-way interaction with the outside employees primarily enables service companies to issue last-minute schedule changes to the contractors, majorly providing updates to their customers about technician arrival times, monitor work orders in order to ensure SLA compliance, and even create opportunities for optimized scheduling and planning.
  • Vendors in the market have been offering innovative solutions to satisfy their client's needs. For example, Mize Inc. provides its service contract management software and solutions to help third-party administrators (TPAs), manufacturers (OEMs), retailers, and channel partners to set up, sell, administer, track, and analyze various service programs.
  • Additionally, the adoption of cloud-integrated contract management solutions across various organizations due to its benefit in high data security, scalability, and better data management features, which allow organizations from multiple industries in the public and private sectors to draft, negotiate, sign, approve, track, and renew contracts in one centralized location.

Asia Pacific to Witness Significant Growth Rate

  • The Asia Pacific is expected to witness significant field service management market growth. The rapid growth rate is attributed to the region being home to many SMEs, which are highly involved in developing and adopting field services and their management solutions. With an increasingly wide range of field services and mobile roles available, the role of the mobile worker is more prevalent than before in the region, supporting the adoption of mobile apps for technical projects, which would drive the market in the APAC region.
  • In developing countries, including China, India, Singapore, Japan, and South Korea, the increasing need to differentiate services through customer satisfaction is now more prevalent. These expectations will likely grow, and organizations using field service management software must ensure improved communication between field staff and customers, ensuring services are delivered efficiently.
  • Additionally, the field service management market has an emerging scope in the region, majorly due to large-scale industrialization. The region is expected to exhibit steady growth in the field service management market with enhanced geographic zones and a high client base. The growth in the number of technology users in the region further propels the growth of the field service management market.
  • India is one of the significant markets in the Asia pacific Region for field service management solutions, cloud computing, and artificial intelligence (AI). Growing cloud and AI adoption among SMEs and increased investments in AI technology by all end-users are significant factors driving the market. According to a Yotta survey, 37% of Indian enterprises had their digital infrastructure in the cloud, with more than 60% expected to be adopted through the cloud by 2022. Furthermore, the market's expansion in automation, machine-to-machine communication, cloud manufacturing, and cloud AI directly drives the demand for field service management platforms. As a result, the demand for FSM solutions is increasing.
  • For instances, In July 2022, Pune India Birlasoft Ltd, a digital and IT services company and part of the USD 2.8 billion diversified CK Birla Group, strengthened its relationship with SAP by leveraging RISE with SAP to transform its digital landscape onto the cloud. With enterprises adopting a 'Cloud-First' strategy, Birlasoft will be able to accelerate their clients' transformation journeys significantly.

Field Service Management Industry Overview

The Field Service Management (FSM) market landscape remains quite fragmented. Various vendors of pre-packaged FSM software solutions exist, but no single FSM vendor dominated the global market or any regional markets. Several players are forming partnerships, expansions, and collaborations in the market to increase their market share.

  • May 2022 - A Field Service Management (FSM) software company ServicePower has announced that the French market has been made open to its services. The field service management specialist affirms its European development by empowering businesses to provide customized consumer experiences while realizing significant operational efficiencies. Additionally, the ServicePower platform would offer a range of useful solutions for handling client demands connected to warranty, repair, and exchange of items due to the incorporation of optimization algorithms and the usage of artificial intelligence capabilities.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Industry Value Chain Analysis
  • 4.4 Analysis of Major FSM Use-cases (Emergence of AR/VR for Remote Assistanc, Focus on Predictive Maintenance for Customer Retention and Service, Gradual Transition Toward Back-end Automation)
  • 4.5 Key Considerations and Imperatives for Buyers
  • 4.6 Impact of COVID-19 on Field Service Industry
  • 4.7 Technology Snapshot

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Growing emphasis on maximizing work efficiency
    • 5.1.2 Technological trends such as mobility and adoption of cloud-based solutions
    • 5.1.3 Creation of new sales opportunities
  • 5.2 Market Challenges
    • 5.2.1 Data confidentiality concerns, Implementation/Integration Issues, and Licensing Costs

6 MARKET SEGMENTATION

  • 6.1 Deployment Type
    • 6.1.1 On-premises
    • 6.1.2 Cloud
  • 6.2 Organisation Size
    • 6.2.1 Small and Medium Enterprises
    • 6.2.2 Large Enterprises
  • 6.3 FSM Software and Service Type
    • 6.3.1 Scheduling, Dispatch & Route Optimization
    • 6.3.2 Service Contract Management
    • 6.3.3 Work Order Management
    • 6.3.4 Customer Management
    • 6.3.5 Inventory Management
    • 6.3.6 Other Software (Billing, Invoicing and Warranty Management)
    • 6.3.7 Services
  • 6.4 End-User
    • 6.4.1 Allied FM (Hard - Building and HVAC and Soft - Landscaping & Cleaning)
    • 6.4.2 IT and Telecom
    • 6.4.3 Healthcare and Lifesciences
    • 6.4.4 Energy and Utilities
    • 6.4.5 Oil and Gas
    • 6.4.6 Manufacturing
    • 6.4.7 Other End-Users (Transportation, Real Estate, etc.)
  • 6.5 Geography
    • 6.5.1 North America
      • 6.5.1.1 United States
      • 6.5.1.2 Canada
    • 6.5.2 Europe
      • 6.5.2.1 United Kingdom
      • 6.5.2.2 Germany
      • 6.5.2.3 France
      • 6.5.2.4 Rest of Europe
    • 6.5.3 Asia Pacific
    • 6.5.4 Rest of the World

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Field Aware US, Inc.
    • 7.1.2 Oracle Corporation (OFSC)
    • 7.1.3 IFS AB
    • 7.1.4 ServiceMax Inc.
    • 7.1.5 ServicePower, Inc.
    • 7.1.6 Coresystems (SAP SE)
    • 7.1.7 Microsoft Corporation (Dynamics 365 for Field Service)
    • 7.1.8 Accruent LLC (Fortive Corp)
    • 7.1.9 Mize, Inc.
    • 7.1.10 Salesforce.com, Inc. (Field Service Cloud)
    • 7.1.11 Zinier, Inc.
    • 7.1.12 Trimble Inc.
    • 7.1.13 The simPRO Group Pty Limited
    • 7.1.14 Kirona Solutions Limited

8 INVESTMENT ANALYSIS

9 FUTURE OUTLOOK