The Top 3 Field Service Trends Leaders Need to Know Today
The right field service strategy delivers more revenue, productivity, and cost savings.
EVP & GM Field Service at Salesforce

of customers say that the customer service they receive influences their future buying decisions.
State of the Connected Customer, 5th Edition, Salesforce, May 2022

2022 Gartner® Magic Quadrant™ Field Service Management

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- Why leaders count on field service teams to generate revenue and cut operational costs
- How intelligent automation drives productivity, efficiency, and customer satisfaction
- How leaders are using field service management to build a successful future

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Trend #1: Leaders need their field service teams to grow revenue.

of decision makers consider frontline service teams critical to growing the business.
The State of Service, 5th Edition, Salesforce, September 2022
When equipped with the right AI-first technology and a complete view of the customer, mobile workers can:
- Be intelligently briefed on customer communications, offers, and past transactions
- Get AI-powered upsell suggestions for new parts and service upgrades
- Renew and upgrade policies and contracts in the field
- Promote add-on services, such as a new subscription or an equipment warranty
- Proactively recommend follow-up maintenance service

Trend #2: Field service management drives productivity and cost savings.

of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management.
The State of Service, 5th Edition, Salesforce, September 2022
How does field service management drive better business outcomes? With field service management, field service teams can speed up response times, improve first-visit resolution rates, and increase the number of customers they serve every day. And these efficiencies help companies save on costs.
High-performing field teams believe artificial intelligence and automation are the keys to success: Our research found that 78% of high-performing field service organizations use AI and 83% use workflow automation, while other organizations report 59% and 68%, respectively.

Trend #3: Innovation improves customer experience outcomes.

of high-performing mobile workers say customer expectations for service and support have increased since before the pandemic.
The State of Service, 5th Edition, Salesforce, September 2022




Learn what’s next in field service.
The exciting innovations in field service are transforming the ways companies in every industry serve their customers. All evidence indicates they’re just getting started: Not only is field service management predicted to grow to an $8 billion market by 2028, future mobile workforces will be able to use technologies like augmented and virtual reality to grow customer relationships even more.
To learn how your field service team can scale your business, save on costs, and grow revenue, download “Power Your Frontline with Field Service Management.”
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About the Author

EVP & GM Field Service at Salesforce
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