The pandemic drove field service organizations to accelerate digital transformation and prioritize technology for rapid adaptation. According to the Salesforce State of Service report, 77% of field service professionals say the pandemic has changed their technology needs. Many service businesses are modernizing with service management software, integrated inventory management tools and real-time data solutions to meet the demands of a cloud-based, mobile workforce. This transformation helps maintain operational efficiency while meeting evolving customer expectations.
77% of field service professionals say the pandemic has changed their technology needs.
From virtual options to automated dispatching and real-time scheduling, explore how to optimize field service management investments to streamline operations, make smarter business decisions and keep everyone safe. Strong service management solutions not only help manage field service and dispatching but also enhance service delivery through tight resource coordination.
1. Connected field service management
Seventy-nine percent of field service professionals say it’s impossible to provide great customer service without full context.
A connected field service management solution gives agents, dispatchers and mobile workers access to the same data—customer information, job details, asset history and warranties. By leveraging FSM (field service management) software and tools, teams can track real-time data, view inventory to ensure the right equipment is available and collaborate instantly for first-visit resolutions.
A connected solution also enables proactive service. For example, a mobile worker fixing an MRI machine at a hospital may notice that the machine is due for routine maintenance. They can perform maintenance during the same visit, eliminating the need for another trip. This proactive approach is a key benefit when the entire field service operations environment is connected.
Connect field service with your core customer service organization for even greater results. Many teams have already taken this step: 73% of field service professionals say their field operations are connected to core service and support operations. Linking departments with a comprehensive management software platform enables robust customer relationship management and better visibility across the customer lifecycle.
73% of field service professionals say their field operations are connected to core service and support operations.
2. Automated dispatch software and real-time scheduling
High-performing teams—those rating customer satisfaction as excellent—are more than four times as likely as underperformers to say their organization excels at dispatching. Automation allows dispatchers to create schedules based on mobile worker availability, skill set and location, eliminating manual effort, scheduling errors and bias. Automation establishes efficient scheduling processes essential for effective field service management.
Top Priorities for High-Performing Field Service Teams
- Timely customer/case information
- Improved route management/navigation
- Automated scheduling
- Inventory and asset management
- Optimized invoicing
Integrating these priorities into service management software enhances service delivery, resource management and operational efficiency.
3. Route management
High performers are 3.7 times more likely than underperformers to have excellent route management and navigation. Use automation and live traffic data to plot the best route for mobile workers, reducing time-to-site and responding automatically to schedule changes, such as late arrivals or new job requests. Real-time communication is pivotal in future field service models, driving efficiency and maximizing benefits.
Appointment Assistant offers temporary live tracking of mobile workers en route to job sites. It can automatically update customers via their preferred digital channel with estimated arrival times, pre-arrival checklists and the mobile worker’s name and photo. This visibility builds a connected customer experience and demonstrates the power of mobile workforce management tools.
4. Digital work order management
Up-to-date information eliminates wasted time for field service teams. Digital work order management enables instant tracking of job updates, inventory volumes and warranties, ensuring proactive service. By integrating this data with management solutions like cloud-based field service software, organizations create a modern field service environment that keeps teams aligned. High performers are 2.6 times more likely than underperformers to excel at providing current information to their teams.
5. Integrated digital ecosystem
Ninety percent of mobile workers in high-performing organizations say they always fully understand the customer’s relationship with the organization, compared to 68% of underperformers. This trend aligns with broader customer service insights: 79% of service professionals say great service requires a complete view of customer interactions.
Achieve a 360-degree view by connecting field service and core service data across the organization—including sales and marketing. A single source of truth gives field service teams deeper insight into customer relationships. Connected teams are better aligned and can collaborate cross-functionally to deliver personalized experiences. This integration also supports workforce management across field and back-office teams, streamlining service operations.
6. Self-service options
Seventy-eight percent of field service professionals report increased customer use of self-service channels like account portals and FAQ pages during the pandemic. Provide customers with the information they need by updating your knowledge base, help center and chatbots with relevant content. Self-service reduces the load on field technicians, allowing them to focus on complex tasks instead of routine inquiries.
78% of field service professionals say customers have increased their use of self-service channels during the pandemic.
7. Digital service channels
Field service teams must adopt digital channels to meet customer needs. Eighty-five percent of field service professionals say customers have increased their use of digital service channels, including social media and chat. Ensure your organization is present where customers are most likely to reach out. Review feedback for insights into communication preferences and monitor emerging trends. Mobile apps and cloud-based service management solutions help bridge gaps and keep communication seamless.
85% of field service professionals say customers have increased their use of digital service channels during the pandemic.
Customers value visibility and transparency. Enhance digital engagement by providing regular updates on estimated arrival times and details about mobile workers via email, text or messenger app. Field service platforms often include robust scheduling, real-time communication channels and mobile app integrations to streamline these updates.
“When we look at how our customers engage with us, we don’t differentiate between where service is provided — either on the phone, on our site, or on the road. Our goal is always to provide that best experience for our customers. We can only do that by aligning our service strategy across every single touchpoint.”
8. Remote collaboration tools
During the pandemic, field service teams quickly learned to work remotely with customers. Dispatchers and mobile workers used tools like Visual Remote Assistant to collaborate and resolve issues without in-person visits. However, only 33% of field service professionals rate their ability to collaborate with colleagues as excellent, indicating room for improvement.
33% of field service professionals consider their ability to collaborate with colleagues as excellent, signaling room for improvement.
To strengthen team collaboration, use shared solutions like Quip for real-time teamwork. Keep your internal knowledge base current and enable mobile workers to provide feedback and suggest updates. Connecting remote collaboration solutions with your FSM or field service platform unifies all processes and supports the entire team.
Equip mobile workers with connected mobile devices for access to customer data, job details and asset information. For complex issues, use Visual Remote Assistant to connect mobile workers at job sites with experienced technicians via video for collaborative resolution. For simple problems, mobile workers can guide customers remotely through troubleshooting. This approach helps technicians work more effectively, improves service scheduling and drives better customer outcomes.
“When the pandemic struck, we shifted entirely to remote work within two days. We were able to pivot quickly because we were already tapping into a solution to deliver field service remotely through video and more. Now, we can service customers from anywhere, as well as connect experts to onsite technicians to remotely train and solve issues.”
Optimize your field service management
Has your field service organization accelerated its digital transformation initiatives? These eight technology investments position field service teams for success now and in the future as circumstances and customer expectations continue to evolve. By implementing robust service management or FSM software that handles everything from scheduling and dispatch to inventory management, you can streamline both field service operations and customer relationship management.
Technology is only part of the solution. Field service teams are adopting new safety requirements and elevating their mobile workforce to play a strategic role in their organizations. Learn how 4,000 global field service professionals adapted to change—and discover how you can evolve your field service management strategy for the future. Embracing service management solutions and focusing on operational efficiency are essential steps in mastering modern field service engagements.
