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Field Service Infographic – Future Trends in FSM

Edward Bell September 6, 2022June 30th, 20233 min read

INFOGRAPHIC TRANSCRIPTION

Field Service Management (FSM) – Future Trends in FSM

Introduction to Future Trends

Field service champions outperform the next-in-class by more than 20%. This performance is most pertinent when looking at crucial metrics such as first-time fix rates. Effective Field Service Management is increasingly critical to business growth and long-term profitability. Leading field service operators are harnessing new pricing models, real-time field service intelligence, and empowered frontline teams to transform how service delivery takes place in the field — and, most significantly, improve their performance.

Field service has been evolving for years. However, the past 30 months have massively accelerated the investment in field service management technology. This investment follows field service operators shifting towards new commercial models and embracing new ways of delivering services in a connected world. 

Bain’s research uncovered how 60% of field technicians grappled with significant changes in their working environment, with 93% believing change is inevitable and likely to increase in the next three to five years. But what does the future of Field Service Management hold? 

Field Service Management Future Trends

Research conducted by Bain & Company found 20 crucial future trends in FSM. Understanding these trends allows for preparations by field service operators that ensure competitiveness & survival in future field service delivery. 

Commercial Trends
  1. Outcome-based pricing is normalised, focusing more on productivity than activity. 
  2. Field service operators to become authorities who monetise expertise gained operating within industry niches. 
Operational Trends
  1. Changes to the models of field service operation with more substantial involvement from 3rd parties.
  2. Greater demand for first-time fix rates across industries. 
  3. Seamless connectivity between front and back-office service functions. 
  4. Great harmonisation and consistency across omnichannel field service delivery
  5. Greater emphasis on employer duty of care, health and safety compliance, and work-life balance. 
  6. Greater scrutiny of security and data capture & handling procedures due to the scale & critical nature of field data sources.
Technological 
  1. Data is becoming an asset with increasing access. 
  2. End-to-end visibility & connectivity with cloud or mobile platforms. 
  3. Field service intelligence leveraging AI & automation for predictive insights. 
Workforce Management 
  1. Continuous improvement with faster client/customer feedback loops. 
  2. Frontline change management & ongoing management of the frontline workforce. 
  3. Elevation of customer service skills of frontline technicians. 
Procedural 
  1. Field service intelligence and rapid feedback enable continuous improvement with higher impact. 
  2. Increasing simplification & harmonisation of processes. 
  3. Seamless connection with upstream operations. 

How we can help:

Now is the time to implement change and achieve the full benefits of an innovative Field Service Management solution. Check out our DEMO here or fill in our Contact Form or email for further information at info@totalmobile.co.uk.

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