CINCINNATI, OH--(Marketwire - Nov 15, 2012) - Vertical Solutions, Inc. (VSI), a developer of CRM/CXM and service management platform-based solutions, announces that it has been positioned by Gartner, Inc. in the Niche quadrant of its 2012 "Magic Quadrant for Field Service Management."i The report defines five objectives field service applications should have the scope to achieve, including "complete mobilization of the technician to perform end-to-end service tasks" and "provide field service functionality that supports a continuum of field service models, from reactive to preventive to predictive to reliability-centered maintenance." VSI believes that its execution of cloud, BPM, mobile, and social techniques across the customer support continuum has assisted in its recognition. With its unique vision of coupling field service with customer service on the same platform, VSI's solutions optimize time, resources, and training for process consistency throughout an organization. Vertical Solutions was also listed in the 2012 "Magic Quadrant for CRM Customer Service Contact Centers."ii
The "Magic Quadrant for Field Service Management" notes that customer satisfaction has risen to be a primary objective for field service, and that four factors in the "Nexus of Forces" -- which Gartner defines as social, mobile, cloud, and information -- can enable customer intimacy.
"With mobility being inherently dynamic and on the forefront of every business today, it's essential that service in the field not only have real-time visibility and personalization capabilities, but also device-independent mobile solutions," says Norm Goldrich, COO/CIO of VSI. "At VSI, we've found that a public or private cloud solution which incorporates this type of mobility, along with our social collaboration within the confines of the solution, offers a unique increased productivity for our customers."
Key features of VSI's VServiceManagement solution include:
- Universal Mobility with HTML5: VSI's VServiceManagment field service software offers a fully mobile solution built on HTML5. This enables companies to deploy a platform- and device-agnostic solution to field personnel, including on iOS, Windows, and Android devices, to help companies manage their service operations in today's BYOD world.
- Baked-In Business Process Management (BPM): VServiceManagement was developed using platform-layer technology, which empowers business users to create their own business processes. A simple and intuitive drag-and-drop interface gives business users a visual tool to design, test, implement, and document their business processes simultaneously. Base workflows can serve as templates for different customers or business units and can be copied and modified to meet the specific need.
- Social Collaboration: VSI's CRM/CXM applications incorporate private and public social CRM technologies, including Facebook and Twitter, to enable in-house and field service professionals and executives to "follow" customers, products, incidents, or any other defined item or event. This feature enables companies to develop personalized communities, improve knowledge sharing, and enhance the customer experience.
"Innovation in field service can deliver significant revenue to a company's bottom line, and companies need tools to help them manage their field forces and implement effective business processes," says Ron Wegmann, Sr., CEO of VSI. "Our cloud-based VServiceManagement field service solution uses our platform-based BPM engine, and social and mobile features that enable our customers to build their own business process libraries to automate, optimize, and personalize the way they interact with their customers. This results in better management of their businesses, an increase in customer satisfaction, and additional revenue."
About the Magic Quadrant
Disclaimer: 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. 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.
About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. develops, implements, and supports best-in-class CXM, CRM Contact Center and Service Management solutions, including PowerHelp® and its new generation technology solutions, VContactCenter™, for internal, external, and hybrid contact centers, and VServiceManagement™, for customer support, field service, and mobile environments. These application systems are built on a SOA-compliant, cloud-based technology platform and are delivered as a service or on-premise in a private or public cloud environment. VSI's applications are flexible, integrate easily with legacy systems, and offer rapid deployment times, driving down TCO and delivering high ROI. VSI is a cloud partner of NetSuite, and is headquartered in Cincinnati, OH, with offices and additional partners worldwide. For more information, visit www.VertSol.com or call 1.800.466.0238.
i Gartner "Magic Quadrant for Field Service Management" by William McNeill, Michael Maoz, and Gordon Van Huizen, 17 October 2012
ii Gartner "Magic Quadrant for CRM Customer Service Contact Centers" by Michael Maoz, 12 April 2012