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3 Field Service Trends Today’s Leaders Need to Know

Set up for success to address critical field service challenges with connected data and AI.

IN ARTICLES, GUIDES, RESEARCH AND REPORTS, SERVICE, DIGITAL TRANSFORMATION

Taksina Eammano
EVP & GM Field Service at Salesforce

Today’s customers want faster, more personalised service and expect companies to deliver. Field service is no exception. Our research found that 74% of mobile workers say that customer expectations are higher than they used to be, and 73% say customers expect a personal touch more than they used to. These expectations underscore the field service trends we’re seeing.

74% of mobile workers say that customer expectations are higher than they used to be.

State of Service, 6th Edition, Salesforce, April 2024

So, what does this mean for field service workforces everywhere? To find out, Salesforce surveyed over 5,500 service professionals representing 30 countries across five continents. Here, we explore the top three field service trends leaders need to be aware of to stay informed and get ahead.

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Your Guide to AI and Data in Field Service

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Field service worker looking at an ipad about the updated service outage report

Trend #1: Customer expectations are rising while the number of mobile workers is dwindling.

Field service teams are racing to keep up with rising customer expectations, in the face of a shrinking mobile workforce. Seventy-four percent of mobile workers also report increasing workloads.

74% of mobile workers report increasing workloads.

State of Service, 6th Edition, Salesforce, April 2024

Considering mobile workers, both employees and contractors, are often the only company representatives customers ever meet in person, that puts them under even more intense pressure to perform. There are fewer people seeking this line of work – applications from young people seeking work as skilled tradespeople dropped almost 50% from 2020 to 2022. Meanwhile, experienced field service technicians are retiring.

And though mobile workers play a major, rewarding role in helping customers resolve critical issues, this work can take a toll. In fact, 57% of mobile workers report experiencing burnout on the job.

57% of mobile workers report experiencing burnout on the job.

State of Service, 6th Edition, Salesforce, April 2024

Field Service GPT Summary and appointment summary

Trend #2: Mobile workers thrive with connected data.

A critical part of mobile workers’ jobs is getting to have human interactions with customers, but technicians report only getting to spend around 32% of their time with them. Valuable customer time is lost on manual tasks and inefficient processes, like bouncing back and forth between screens to find information.

Operator talking to the field service technican

With the right technology, various departments can get access to the same, up-to-date information — and mobile workers can get a full view of their customers in a CRM mobile app. Technicians can see a customer’s past agent interactions, check service and purchase histories, and much more — all in one place and from anywhere. It saves your mobile workers time and lets them go above and beyond for your customers. Connected data isn’t just a field service trend – it’s a way for your team to move efficiently, together.

What’s more, connected data helps improve field service sustainability, which 51% of decision makers say is a high priority for their organisation. Route optimisation uses connected data to make sure mobile workers take the most efficient route. Bonus: less time spent on the road can help to reduce mobile worker stress and burnout. Drones let companies perform visual inspections remotely and collect data in real time.

Customer getting an Einstein alert around their residental smart meter failed notification

Trend #3: AI is here to stay – and it’s already transforming field service.

Mobile teams that aren’t embracing technology like intelligent routing, video, or AI-generated reports are already behind.

Stat wheel showing a majority of teams plan to increase their AI Investment

Our research found that percent of 79% of service organisations today are investing in AI, and 83% of decision makers plan to increase their investment in this technology next year. Mobile workers are already reporting that AI helps them cut costs and save them time on the job. AI can analyse customer information to generate quick and personalised responses to customers, for example, keeping customers happy and giving agents time back.

By investing in technologies like AI that support process and workflow automation, mobile workers can serve customers faster and better — and grow business. For example, when you use AI-generated summaries of asset service management history and past service interactions, you can prepare your mobile workers before they even arrive at a job site — and identify upsell opportunities in the process.

What’s next in field service?

Technology is poised to continue shaping the future of field service. It’s the companies who adopt technologies like generative AI, augmented reality, and mobile solutions now that will ultimately get ahead of competitors.

To learn more about these field service trends and how to use AI and data to generate revenue, practice sustainability, and help mobile workers do their best work, download Your Guide to AI and Data in Field Service.