Ventana Research Analyst Perspectives

Vertical Solutions Integrates Field Service and CRM

Posted by Richard Snow on Jan 25, 2013 10:19:11 AM

I hadn’t come across Vertical Solutions until a recent briefing, from which I found that the company offers an interesting combination of field service management and CRM. Vertical Solutions has offices around the world, and its target market is companies with between 50 and 2,500+ users in the manufacturing, outsource contact center services, healthcare and residential services markets. It began with a focus on field service and has expanded to include CRM, or, as I would call it, customer experience management. If you track my blog you know I have reservations about labeling products as CRM or CXM, simply because both terms have come to mean different things to different people.

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Topics: Social Media, Customer Experience Management, Voice of the Customer, Mobile apps, Self-service, Cloud Computing, Collaboration, Customer & Contact Center, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, CRM, Vertical Solutions