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.
EVP & GM Field Service at Salesforce
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74% of mobile workers say that customer expectations are higher than they used to be.
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How You Can Manage Field Service More Efficiently with AI
Shortage of skilled field service techs? Rising customer expectations?
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- How field service orgs like yours are tackling today’s challenges
- Why data integration boosts field service technician productivity
- How top-performing orgs are using AI
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Trend #1: Customer expectations are rising while the number of mobile workers is dwindling.
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74% of mobile workers report increasing workloads.
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57% of mobile workers report experiencing burnout on the job.
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Trend #2: Mobile workers thrive with connected data.
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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 organization. Route optimization 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.
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Trend #3: AI is here to stay – and it’s already transforming field service.
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Our research found that percent of 79% of service organizations 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 analyze customer information to generate quick and personalized 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.
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More resources
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The Future of Field Service is All About These 4 Technologies
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