3 Ways to Amplify the Strategic Role of Field Service Today

New insights reveal how organizations are accelerating the strategic role of field service management.

Time to Read: 5 Minutes
Taksina Eammano
Executive VP & General Manager of Field Service at Salesforce.

The strategic role of field service is not only here to stay — it’s become a critical function for organizations. Even in the middle of a pandemic, two-thirds of consumers said they still want — and prefer — in-person service.

Today, 80% of decision makers at organizations with field service say that it is a key part of their overall strategy. Customers are leaning on field service to help them navigate changing circumstances. At the same time, companies now view field service as a business-critical function that protects and builds revenue.

For the fourth edition of our "State of Service" report, we learned how field service teams adapted their organizations to support customers throughout the pandemic. They prioritized technology to ensure service continuity, from offering virtual visit options to optimizing site visits with automation. They adopted new requirements to keep everyone safe. And they relied on mobile workers for more than reactive maintenance; mobile workers now play a proactive role in driving revenue and improving customer retention.

To fulfill this strategic role, it’s more important than ever for field service to be connected with the broader organization. Access to data across the organization is essential to deliver the best customer experiences while remaining agile to changing circumstances.

Based on insights from over 4,000 global field service decision makers and professionals, we’ve uncovered the top three areas of opportunity to help you amplify the strategic role of field service in your organization.

Three ways to amplify field service management in your organization

1. Drive innovation with the right field service management

The pandemic forced field service organizations to accelerate their digital transformation initiatives and prioritize technology to help them quickly adapt to change. In fact, 77% of field service professionals say that the pandemic has changed their technology needs.
Connectivity is key: 73% of field service professionals say their field operations are connected to core service and support operations. A single source of truth for data enables complete visibility across the organization and into every part of the customer experience, from sales to marketing. This helps overall alignment, communication, and collaboration.

2. Prioritize the safety of your customers and your mobile workforce

Safety continues to be a top priority for field service organizations. The majority (80%) of mobile workers say that their employer has taken the necessary steps to keep them safe during the pandemic. This includes improved cleaning and sanitizing procedures (74%), physical distancing measures (73%), personal protective equipment (PPE) (71%), training on how to safely interact with customers (65%), and regular employee wellness checks (60%).

Mobile Workers Who Say Their Employers Have Provided the Following During the Pandemic:



say their employer implemented improved cleaning/sanitizing practices



say their employer enacted physical distancing measures



say their employers provide PPE

3. Elevate the role of the mobile worker to revenue protector

In field service, all it takes is one unhappy customer, multiple visits without a resolution, or extra customer effort and little-to-no visibility into their service status to break loyalty. Mobile workers recognize their crucial role in the customer experience: 85% see themselves as responsible for customer retention.
Mobile workers also see their value in helping the company with broader business objectives. In fact, 71% of mobile workers in high-performing organizations (those that rate their customer satisfaction as excellent) say they are already incentivized to upsell to customers versus just 49% of underperformers (those that rate their customer satisfaction as fair or poor).

Accelerate your field service management strategy

Have you prioritized technology investments, adopted new safety requirements, and expanded the responsibilities of your mobile workforce yet? Find out how 4,000 global field service professionals adapted to change — and learn what you can do to evolve your field service management strategy for the future.

Want more? Get survey responses by role and industry. View the Tableau dashboard.


Keep Safety at the Top of the List with Field Service Management


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Build a strong field service strategy for today.

75% of decision makers say field service is driving innovation and revenue for their company. Read “Strengthen Your Field Service Management Strategy” to see how.

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About the Author

Taksina Eammano
Executive VP & General Manager of Field Service at Salesforce.
Taksina Eammano is the Executive Vice President & General Manager of Field Service at Salesforce. She is responsible for the overall strategy and vision, product and innovation narrative, and financial performance of Field Service.

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