Critical Field Service Challenges with Connected Data and AI

Set Up for Success: Tackling Critical Field Service Challenges with Connected Data and AI

Today’s customers demand faster, more personalized service, and field service is no exception. Research shows that 74% of mobile workers report that customer expectations have risen, with 73% noting an increased demand for a personal touch. This is shaping key trends in the field service industry.

Trend #1: Rising Customer Expectations Amid a Shrinking Workforce

Field service teams are grappling with rising customer expectations while dealing with a declining mobile workforce. In fact, 74% of mobile workers report increasing workloads. Given that mobile workers are often the only in-person company representatives, they face intense pressure to deliver exceptional service.

At the same time, fewer young people are entering skilled trades, with applications dropping nearly 50% from 2020 to 2022, while seasoned technicians are retiring. This has led to high burnout rates, with 57% of mobile workers experiencing job-related fatigue.

Trend #2: Connected Data Empowers Mobile Workers

Mobile workers thrive when equipped with connected data. Yet, they spend only 32% of their time interacting with customers, as much of their time is consumed by manual tasks and disjointed systems.

With the right technology, mobile workers can access up-to-date customer information through a CRM mobile app, streamlining processes and enabling more personalized service. Connected data also improves sustainability, with features like route optimization and drones reducing time on the road and minimizing worker stress.

Trend #3: AI is Revolutionizing Field Service

AI is rapidly transforming field service operations. Today, 79% of service organizations are investing in AI, and 83% of decision-makers plan to increase their AI investments next year. AI helps mobile teams save time and cut costs by analyzing customer data to generate personalized responses and streamline processes.

By automating workflows with AI, mobile workers can deliver faster, more efficient service. AI-generated summaries of asset history and service interactions help prepare workers before they arrive at a job site, enabling better service and potential upsell opportunities.

What’s Next in Field Service?

Technologies like generative AI, augmented reality, and mobile solutions are shaping the future of field service. Companies that embrace these innovations now will gain a competitive edge.