Proactive Services Market

The global proactive services market size was valued at USD 3.07 billion in 2020 and is estimated to expand at a considerable CAGR over the forecast period, 2021-2028. The growth of the market is attributed to the rising inclination towards understanding the behavior and needs of the consumer.

The services that used to meet and exceed the expectation of the customer, improve customers’ value by both advocacy and business, and strengthening customer relationships is known as proactive services. Adoption of proactive services by firms not only helps them to identify and reach potential customers but also extend the base of their customer. The demand for omnichannel services has been increased due to the current providence of digital customer experience. Usage of these services provides the customers with information and issues that may occur in the process. The overall customer experience enhances by the usage of proactive services as it enables the customers to help themselves. The adoption of advanced technology enables various companies to collect data based on their customers and predict future patterns post analyzing the collected data.  Wide usage of slack bots helps in the analysis of the success rate of any ad or content posted on any social media platform by equating the similar posts.

Cost management and efforts in implementation are the two major challenges faced by any company during organizational change. The most essential part of any organization is its IT infrastructure hence it is of utmost importance to incorporate proactive services among all the levels of an organization. Implementation of such services helps in the effectiveness and efficient working of the IT infrastructure eventually improving the overall performance of the business. One of the major challenges faced by end-users is the adoption of advanced technology which can be overcome by delivery of preventive and proactive support, upgrading tools for management, providing tools for self-diagnosis, and omnichannel communication.

The Covid-19 pandemic has given rise to various concerns among the customers including worries regarding visiting the stores and purchasing the product, timely delivery, retarded product delivery, and others. The aforementioned concerns result to development of strain among the staff of the company, an increase in call volumes, and increasing expenses. To overcome such concerns, proactive services can be implemented by a company to tackle the concerns of the customers. Hence, it proves that the proactive services market is anticipated to grow at a considerable rate.

Market Trends, Drivers, Restraints, and Opportunities

• Enormous acquisition of smart phones coupled with huge adoption of internet and e-commerce are expected to propel the market growth.
• The increasing concern regarding security and safety is anticipated to boost the market expansion in the coming years.
• Enhancement in customer satisfaction resulting in the overall success of brands is estimated to fuel the market growth during the forecast period.
• Rising instances of privacy attacks and lack of skilled professionals are key challenges that can restrain the market growth.
• Increasing acquisition of advanced technology such as data analytics, internet of things, machine learning, and artificial intelligence is projected to create lucrative opportunities for the market expansion.

 Scope of Proactive Services Market Report

The report on the global proactive services market includes an assessment of the market, trends, and segments. Overview and dynamics have also been included in the report.

Proactive Services Market Segment Insights

Technical support segment is anticipated to grow at a fast pace

On the basis of services, the global proactive services market is divided into technical support, managed services, and design & consulting. The managed services held a large share of the market in 2019 owing to technological advancements including big data and cloud computing along with improvement of operational efficiency, reduction of operational expenses, and others. On the other hand, the technical support segment is anticipated to grow at a fast pace over the forecast period attributed to technological evolvement resulting in the up-gradation of systems. The organizations need the support provided by the vendors with every change made in technology.

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Artificial Intelligence is estimated to exhibit a high CAGR

Based on technology, the market is segmented into artificial intelligence, analytics, and others. The analytics segment dominated the market in 2019 attributed to the wide adoption of analytics solutions that help in the active care of the client. These solutions have the ability to handle data on a huge scale and help in the prediction of customer behavior in the future. However, the artificial intelligence segment is estimated to exhibit a high CAGR due to the huge adoption of this technology by various brands in order to provide the customers with personalized experiences. Customers’ behavior can be understood using this technology that helps in the increase of sales by providing the customers with desired products precisely and accurately.

Small & medium enterprise segment is anticipated to expand at a high CAGR

On the basis of enterprise sizes, the global proactive services market is bifurcated into small & medium enterprise and large enterprise. The large enterprise segment led the market in 2019 attributed to the huge adoption of proactive services by numerous banks, financial institutes, and insurance companies for the reduction of incident alarms and operational costs. On the other hand, the small & medium enterprise segment is anticipated to expand at a high CAGR during the forecast period owing to the rising adoption of proactive services, lower cost of devices, and growing focus on cloud computing helping the organizations in effective decision making.

Cloud management segment is expected to hold a key share of the market

Based on applications, the market is divided into data center management, cloud management, end-point management, customer experience management, network management, and others. The customer experience management segment held a high share of the market in 2019 due to the massive adoption of customer experience solutions helping the organizations to retain their customers. However, the cloud management segment is expected to hold a key share of the market over the forecast period attributed to the increasing adoption of cloud management solutions as it provides global visibility. Using cloud management solutions the whole IT infrastructure of an organization can be monitored. This solution also alerts if any troubleshoot or issue occurs and resolves them before affecting the end-user. The network management segment is also gaining attraction as it recognizes and avoids any unplanned failures occurring in IT infrastructure.

Retail segment is anticipated to grow at a considerable rate

On the basis of end-users, the proactive services market is segmented into healthcare, BFSI, manufacturing, government, retail, media & communications, and others. The BFSI segment held a key share of the market in 2019 owing to the large-scale adoption of these services as the segment is always prone to risk while dealing with critical financial data. The growth of the segment can also be attributed to the globalization of financial services. On the other hand, the retail segment is anticipated to grow at a considerable rate over the forecast period due to the acceptance and acquisition of the latest technology including artificial intelligence, analytics, cloud computing, DevOps, and digital stores. Such technologies enable the companies to predict the future buying patterns of the customers.

Asia Pacific market is projected to register a fast growth

In terms of regions, the market is classified as Asia Pacific, North America, Latin America, Europe, and Middle East & Africa. North America led the market in 2019 attributed to increasing investments by the government and prompt technological advancements. The growth of the regional market can also be attributed to the presence of some of the key players in the region, a stable economy, and others. However, the market in Asia Pacific is projected to register a fast growth during the forecast period due to the rising number of startups in the region along with the quick expansion of the service sector. The further growth of the regional market is attributed to the rising use of social media analytics, increasing e-commerce, growing investments in emerging technology, and growing mobile users.

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Segments

The global proactive services market has been segmented on the basis of

Services

• Technical Support
• Managed Services
• Design & Consulting

Technology

• Artificial Intelligence
• Analytics
• Others

Enterprise Sizes

• Small & Medium Enterprise
• Large Enterprise

Applications

• Data Center Management
• Cloud Management
• End-point Management
• Customer Experience Management
• Network Management
• Others

End-users

• Healthcare
• BFSI
• Manufacturing
• Government
• Retail
• Media & Communications
• Others

Regions

• Asia Pacific
• North America
• Latin America
• Europe
• Middle East & Africa

Key Players

• Cisco Systems, Inc.
• Symantec Corp.
• Juniper Network, Inc.
• Fortinet, Inc.
• Avaya Inc.
• Hewlett Packard Enterprise Co.
• DXC Technology Co.
• Huawei Technologies Co., Ltd.
• Microsoft Corp.
• IBM Corp.

Competitive Landscape

Key players competing in the global proactive services market are Cisco Systems, Inc.; Symantec Corp.; Juniper Network, Inc.; Fortinet, Inc.; Avaya Inc.; Hewlett Packard Enterprise Co.; DXC Technology Co.; Huawei Technologies Co., Ltd.; Microsoft Corp.; and IBM Corp. Many of these players have adopted business strategies such as the launch of new products, collaborations, partnerships, alliances, acquisitions, and mergers in order to increase their operation expansion, consumer base, and market position globally.