Why Most FSM Software Evaluations Fail (And What to Look For Instead)

In this episode, we explore how field service leaders need to rethink the way they evaluate technology in a world where operational complexity is rising and customer expectations continue to evolve.Traditional feature-based comparisons are no longer enough. Instead, modern field service success is defined by outcomes—how quickly teams respond, how clearly operations are visible, how well workflows are coordinated, and how effectively service can scale.Drawing from the Dusk FSM whitepaper, we introduce a practical evaluation framework built on five core pillars: responsiveness, visibility, coordination, scheduling intelligence, and scalability. These pillars provide a structured approach to assessing whether a platform can truly support real-world operations—not just look good on paper.We also explore the role of AI in this new model, shifting from hype-driven features to practical decision support embedded within everyday workflows.Whether you're evaluating a new FSM platform or reassessing your current systems, this episode will help you move beyond feature checklists and focus on what actually drives consistent, scalable service delivery.👉 Tune in to learn:Why feature-based evaluation falls short in modern field serviceThe five pillars that define effective field service operationsHow customer experience is shaped by operational designWhere AI delivers real value in scheduling, workflow, and decision support