Trends in Field Service Management

Current reports indicate that field service as an offering is growing rapidly. In 2016, the market size was estimated to be $1.78 billion USD, and it is now projected to reach $4.45 billion by the end of 2022, with a CAGR of 16.5 percent.

Technology has significantly impacted field service management by automating work orders, implementing AI-driven analytics, and utilizing mixed reality for job completion. As customer expectations evolve, field service organizations must adapt to stay relevant.

Here are six key trends shaping the field service landscape:

1. Contact-Free or Remote Service

For the foreseeable future, organizations will continue offering contactless services. A recent survey reveals that 75% of consumers prefer avoiding in-home technician visits post-pandemic.

Field service organizations are now leveraging IoT, AI, and mixed/augmented reality to provide remote services, reducing operation costs and enhancing safety for both technicians and customers.

2. Shift to Automation

Field service operations can become bottlenecked by manual processes. Automating work orders, scheduling, and dispatching through AI can alleviate this burden. AI-powered scheduling ensures that the closest, most experienced technician is dispatched, minimizing disruptions.

With a shrinking talent pool due to retiring technicians, 70% of surveyed service organizations expect knowledge loss to impact operations over the next 5-10 years. Automated scheduling can mitigate this impact by optimizing available resources.

3. Proactive, Predictive Maintenance

Predictive maintenance employs AI, machine learning, and analytics to forecast equipment failures before they occur.

Technicians use IoT-enabled tools to monitor device health, generate alerts, and initiate preventive actions. This reduces outages, minimizes costs, and improves overall operational efficiency. Customers can opt for remote fixes or schedule technician visits for more complex issues.

4. Self-Service Portals

Clients increasingly demand real-time access to service data and transparency in service requests. Self-service portals allow customers to:

• Track technician locations
• View appointment calendars
• Access knowledge bases and FAQs
• Review past service records

Self-service portals empower customers to resolve minor issues independently, increasing satisfaction while reducing operational costs.

5. Mobility

Mobile access is no longer optional for field technicians. Around 75% of field service organizations with 50+ users have deployed or plan to deploy mobile apps.

Technicians equipped with mobile apps can:

• Access real-time schedule updates
• Navigate to client locations efficiently
• Review customer history and service records
• Utilize product guides and knowledge articles
• Communicate with team members through collaboration tools like MS Teams

Electronic work order sign-offs can expedite processing, eliminating paper-based delays.

6. Mixed Reality

Mixed reality has evolved from a futuristic concept to a practical tool in field service. It is now being used for:

• Training new technicians in safe, virtual settings
• Facilitating remote assistance from experienced technicians
• Conducting virtual device inspections
• Providing holographic product guides

This technology improves first-time fix rates, reduces training time, and promotes health and safety by minimizing physical interactions.

Field service organizations must embrace these trends to remain competitive, enhance operational efficiency, and exceed customer expectations.