09/08/2021 | Press release | Distributed by Public on 09/08/2021 13:47
Gartner has named Salesforce a Leader in the 2021 Field Service Management (FSM) Magic Quadrant for the second consecutive year. Salesforce is positioned highest for execution in the Leaders' quadrant.
'The ability to safely and effectively deliver field service was critical to many businesses last year - with over 80% of decision makers considering field service to be key to their overall strategy,' said Paul Whitelam, SVP and GM, Field Service at Salesforce. 'Salesforce has remained focused on our customers, delivering connected and intuitive service experiences from the contact center to the field, and we believe that commitment has contributed to us being named a Leader in the Field Service Management Magic Quadrant for a second consecutive year.'
Field service management and customer service have experienced massive transformation in the last year, as in-person safety became essential for businesses to reopen and effectively stay open. Salesforce technology has empowered service employees - from agents in the call center to mobile workers in the field - with the right tools and data to quickly deliver the best experiences to customers across multiple channels. And, because Salesforce Field Service is built on the Customer 360 platform, businesses can create connected service experiences from anywhere.
Features include:
Gartner recognized Salesforce Field Service as a Leader in part because of the platform's partnerships, noting that Salesforce has more Independent Service Vendor (ISV) partners for its FSM solution than any other vendors in this Magic Quadrant. Field Service partnerships support capabilities like complex assets, project management, payments, forms, and industry-specific field service. Salesforce Field Service partners include:
As of August 2021, Salesforce has an overall rating of 4.5 out of 5 in the Field Service Management category on Gartner Peer Insights, based on 53 reviews.
Gartner, Magic Quadrant for Field Service Management, 31 August 2021, Jim Robinson, Naved Rashid. 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
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Learn more about Salesforce Field Service innovations and learn more about the Gartner report.