{"id":6354,"date":"2023-01-18T09:00:00","date_gmt":"2023-01-18T17:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=6354"},"modified":"2023-01-18T09:00:00","modified_gmt":"2023-01-18T17:00:00","slug":"field-service-data-2023","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/news\/stories\/field-service-data-2023\/","title":{"rendered":"Nearly 80% of High-Performing Field Service Organizations Use AI \u2014 Here&#8217;s What Else They&#8217;re Doing Right"},"content":{"rendered":"\n<p><strong><em>Quick take: <\/em><\/strong><em>Research from Salesforce unpacks the forces shaping field service operations as companies adapt to growing customer expectations, new technologies, and an uncertain economic environment.&nbsp;<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Efficient, personalized customer service is more important than ever \u2014 especially when it\u2019s in someone\u2019s home or business.&nbsp;<\/p>\n\n\n\n<p>Today, <a href=\"https:\/\/www.salesforce.com\/news\/stories\/customer-engagement-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">88% of customers<\/a> say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company\u2019s front lines, field service teams have a unique opportunity to manage these expectations and grow customer relationships through interactions that drive repeat revenue. Amid economic uncertainty, these efforts can unlock field service\u2019s potential as a key revenue driver.&nbsp;<\/p>\n\n\n\n<p>To understand what organizations need to succeed in these efforts, Salesforce today shared <a href=\"https:\/\/www.salesforce.com\/form\/conf\/service-cloud\/field-service-trends\/?leadcreated=true&amp;redirect=true&amp;sfuuid=9b0c641d-4404-42a3-ac29-0449cc1e4fee&amp;d=70130000000sUVq&amp;nc=7013y000002pk2NAAQ\" target=\"_blank\" rel=\"noreferrer noopener\">a deep-dive look at field service<\/a> from its recent <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-customer-service-research-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">State of Service survey data<\/a> with global* insights from 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tFind Out How One Field Service Leader Cut Onsite Visits by 80% \t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/field-service-trends\/\" target=\"_blank\">\n\t\t\t\t<span>GET THE GUIDE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-decision-makers-view-field-service-as-an-emerging-revenue-driver\">Decision makers view field service as an emerging revenue driver&nbsp;<\/h2>\n\n\n\n<p>Field service teams are often a company\u2019s first physical contact for customers \u2014 a vital role that, if done well, can lead to loyal customers. In fact, 86% of decision makers at companies with field service teams believe these teams are critical to growing the business. This favorable view extends to workers themselves, with 52% of high-performing field service workers \u2014 those with self-reported excellent customer satisfaction rates \u2014 saying their company\u2019s management views customer service as a revenue generator.<\/p>\n\n\n\n<p>With product expertise and knowledge of customer purchases, service history, and usage data in hand, field service teams can tailor recommendations to every customers\u2019 unique needs. That\u2019s why 82% of organizations with field service depend on their mobile workers to upsell products and services.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"62046-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/SERVICE_FSExecSumm_Article_94_1.png?w=482\" alt=\"94% of customers say that the customer service they receive influences their future buying decisions.\" class=\"wp-image-62046\"\/><\/a><\/figure>\n<div id=\"62046-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/SERVICE_FSExecSumm_Article_94_1.png?w=482\" alt=\"94% of customers say that the customer service they receive influences their future buying decisions.\" class=\"wp-image-62046\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>of customers say that the customer service they receive influences their future buying decisions.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Field service drives productivity, cost savings, and better employee experience&nbsp;<\/h2>\n\n\n\n<p>Technologies used by field service organizations that leverage automation and AI help reduce response times and increase first time fix rates, enabling <a href=\"https:\/\/www.salesforce.com\/blog\/field-service-contractor-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">mobile workers<\/a> to serve more customers faster and boost customer satisfaction.&nbsp;<\/p>\n\n\n\n<p>These technologies also drive cost savings. An overwhelming majority (94%) of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management \u2014 an important consideration as organizations look for ways to cut operational costs without compromising customer satisfaction.<\/p>\n\n\n\n\n\n<p>For example, <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/field-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">remote field service technologies<\/a> like video support and self-service pages reduce truck rolls, saving organizations time and money while resolving customer issues faster.<\/p>\n\n\n\n<p>Eighty-four percent of service decision makers say they see major returns from their field service investments. High-performing field service management users cite increased agility (90%), higher productivity (55%), and improved job satisfaction (53%) using field service management tools. Field service agents also note the advantages, with 93% of mobile workers in high-performing organizations saying job satisfaction is a major benefit.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"62049-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/SERVICE_FSExecSumm_Article_86.png?w=482\" alt=\"86% of decision makers consider frontline service teams critical to growing the business\" class=\"wp-image-62049\"\/><\/a><\/figure>\n<div id=\"62049-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/in\/news\/wp-content\/uploads\/sites\/20\/2023\/12\/SERVICE_FSExecSumm_Article_86.png?w=482\" alt=\"86% of decision makers consider frontline service teams critical to growing the business\" class=\"wp-image-62049\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>of decision makers consider frontline service teams critical to growing the business.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">AI and automation power better customer service in support of overloaded mobile workforces<\/h2>\n\n\n\n<p>According to Salesforce\u2019s latest State of Service report, case volumes for most service teams (54%) rose between 2021 and 2022. In response, many organizations have bolstered mobile workforces by increasing budgets (62%) and headcount (61%) over the past year.&nbsp;<\/p>\n\n\n\n<p>Most mobile workers (66%) feel empowered by management to treat customers with empathy, but 82% struggle to balance speed and quality when providing service and support. This is where AI and automation have an essential role in delivering exceptional customer experiences at scale.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>Seventy-eight percent of high-performing field service organizations \u2014 those with self-reported excellent customer satisfaction rates \u2014 use AI, and 83% use workflow automation, versus 59% and 68% of underperforming and moderate performing organizations, respectively.<\/p><\/blockquote>\n\n\n\n<p>With AI-powered tools like chatbots, mobile workers can <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/features\/appointment-assistant\/\" target=\"_blank\" rel=\"noreferrer noopener\">efficiently schedule appointments<\/a>, get real-time updates, and find answers to questions quickly. Using <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/automated-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">conversational AI<\/a>, service agents can instantly transcribe conversations, saving time and eliminating the need for customers to repeat themselves. <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/features\/customer-service-automation\/\" target=\"_blank\" rel=\"noreferrer noopener\">Automation-enabled workflows<\/a> make it easy to create new accounts, place equipment orders, schedule appointments, and automate away time-consuming, mundane tasks. This provides more time for agents to establish long-lasting customer relationships.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Field service technology helps companies deliver success now<\/h2>\n\n\n\n<p>The field service management market is expected to grow to an <a href=\"https:\/\/www.fortunebusinessinsights.com\/field-service-management-fsm-market-102215\" target=\"_blank\" rel=\"noreferrer noopener\">estimated $8.06 billion by 2028<\/a> as companies work to meet increasing customer demand while keeping costs under control.&nbsp;<\/p>\n\n\n\n<p>The companies that use field service technologies that leverage AI and automation are setting themselves up for success: Boosting employee productivity, increasing customer satisfaction, reducing costs, and building brand loyalty.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">More information:<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li>For more insights, download the <em>Power Your Frontline with Field Service Management<\/em> guide <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/field-service-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/li><li>Learn how Salesforce Field Service solutions empower organizations to increase productivity and exceed customer expectations <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/field-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.&nbsp;<\/li><li>Read more on the state of customer service today <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-customer-service-research-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Methodology<\/h3>\n\n\n\n<p>*Data is based on a subset of a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses from customer service professionals across 36 countries in North America, South America, Europe, Africa, and Asia Pacific. This subset includes 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations. All respondents are third-party panelists.&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Quick take: Research from Salesforce unpacks the forces shaping field service operations as companies adapt to growing customer expectations, new technologies, and an uncertain economic environment.&nbsp; Efficient, personalized customer service is more important than ever \u2014 especially when it\u2019s in someone\u2019s home or business.&nbsp; Today, 88% of customers say the experience a company provides is [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":6355,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1115],"sf_topic":[1092,1100,1120,1124],"sf_product":[1125],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-6354","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-automation","sf_topic-customer-360","sf_topic-customer-service-and-support","sf_product-service-cloud","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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