Written in Field Circle 2022
What will the future of field service look like by 2030?
For many, 2030 may seem distant, but for those responsible for shaping company direction—often vice presidents of operations or other key decision makers—it is not far away. These leaders are making critical decisions now to transform their organizations and drive successful field service operations. Staying ahead of industry disruption helps them identify untapped opportunities to improve customer service and meet rising customer expectations.
As Silicon Valley tech entrepreneur Kim Polese notes, “The short-term thinking disease is everywhere you look.” This mindset traps executives into tactical responses for current challenges rather than taking strategic actions for the future field service landscape.
To make the shift, leaders must develop a clear vision for the industry’s evolution, as outlined in a Harvard Business Review article. Reviewing current sustainable innovations in field services offers a preview of how the industry may evolve. Innovations such as field service data insights, advanced analytics and real time tracking of mobile workers are already transforming service models and the customer experience. Below is an overview of field service trends shaping this decade and driving impactful changes for service providers aiming to keep pace with emerging demands in service management software.
Let’s examine each trend and how service leaders are responding within the field service industry.
1. Predictive Maintenance
The global predictive maintenance market is expected to grow at a compound annual growth rate (CAGR) of 25.2% from USD 4.0 billion in 2020 to USD 12.3 billion by 2025, according to MarketsandMarkets research. Companies in Maintenance, Repair and Operations (MRO) sectors face growing pressure to reduce downtime and operational costs. Modern service teams recognize that data-driven approaches help them anticipate issues in real time, improving customer service outcomes and optimizing resource use.
In a Google Workspace YouTube video, Prashant Dinghra, Machine Learning Lead at Google Cloud, explains how to create hypotheses and build data models to develop predictive maintenance capabilities, such as:
- Predicting if equipment will fail in the next ‘N’ period
- Predicting equipment failure in the next ‘N1’, ‘N2’ periods
- Predicting failure due to a fault in part ‘X’
- Predicting time to failure or remaining life of equipment
- Detecting anomalies
Manju Devdas, founder and CEO of Pluto7, adds that predictive maintenance increases productivity and saves money by reducing unforeseen downtime. Integrating real time data from IoT-enabled devices allows service organizations to use advanced analytics to understand when and why issues emerge.
2. Digital Twin
Digital twin technology combines AI, machine learning and IoT to collect, process and analyze data for actionable insights. It creates digital clones of systems, products and processes to assess the impact of actions in real-world environments. This empowers service technician teams to run simulations and proactively identify potential failures, improving customer service and satisfaction.
The global digital twin market is expected to grow at a CAGR of more than 24.7% from 2021 to 2026, according to IndustryARC, with 42% of growth anticipated in North America, especially in the automobile and aerospace industries. Real time tracking and data-driven experimentation help service providers develop personalized service strategies and anticipate issues before they escalate.
Maintenance operations lead digital twin applications at 24%, closely followed by performance monitoring. These tools enable field service teams to adopt new service models that extend operational lifespans and reduce downtime risk.
3. AR and VR for Remote Assistance
A 2018 Gartner survey found that “AR use has increased by 15% and now 1 in 4 field service organizations are driving AR implementations.” Augmented reality is becoming a core investment for many service companies seeking to improve accuracy, efficiency and the customer experience.
In field service, AR and VR create simulated environments based on real-world scenarios, enabling technicians to visualize and identify problems beforehand. Technicians can arrive prepared with the right tools and parts, and connect with certified experts remotely for guidance and support. This results in instant feedback, more personalized service and fewer repeat site visits.
Microsoft’s Hololens is a major development in remote assistance. Alex Kipman, project lead, says Hololens is for “people that have been, in a sense, neglected or haven’t had access to technology [in their hands-on jobs] because PCs, tablets, phones don’t really lend themselves to those experiences.” Hololens improves collaboration across locations and facilitates real time data exchange, helping field service teams overcome geographical constraints and meet rising customer expectations.
4. Dynamic Scheduling and Dispatch
Scheduling and dispatch processes connect field service technicians with back-office staff. Errors or mismanagement here quickly result in lost productivity and poor first-time fix rates.
A McKinsey article states, “By using data and telematics to track technicians schedules in real time, companies can add 20 to 30 percent to the working day.” This approach is vital for service providers seeking to streamline operations—whether through mobile devices or advanced software.
Deloitte notes companies are “reducing costs by optimizing dispatch processes using information such as skills, proximity, priority and account allocations for scheduling and dispatch.” Robust service management software can route mobile workers more effectively, track asset history and provide real time data to decision makers.
5. Route Optimization
The global route optimization software market is projected to grow at a CAGR of 11.4% from USD 2.50 billion in 2017 to USD 5.07 billion by 2023. This growth reflects how companies use geographic information systems (GIS) technology to optimize routes, saving time and fuel costs. Reducing transit times and distances enhances customer satisfaction and helps field service teams avoid unnecessary stress and burnout from complex routes.
Route optimization software enables users to select fuel-efficient routes, track drive times and prevent unplanned stops within the service network. These solutions often feature powerful optimization engines that test multiple scenarios and leverage analytics to recommend the best routes for technicians. Integrated systems help service teams meet strict customer expectations while efficiently managing scheduling.
6. Customer Self-service Portals
ResearchAndMarkets.com reports the customer self-service software market was valued at USD 7.20 billion in 2019 and is expected to grow at a CAGR of 20.94% from 2020 to 2025.
Self-service portals provide customers with information and tools to schedule appointments, locate service providers and give feedback. Two key benefits of self-service portals are:
- Empowering customers to decide when and how they want to be served
- Building a community around a product or service to engage customers with content and activities
The self-service economy is growing rapidly. Steven Van Belleghem, global keynote speaker, notes “70% of customers expect a company’s website to have a self-service portal.” DimensionData found “73% of customers prefer to use a company’s website instead of social media, SMS and live chat for support.” For field service teams, dedicating resources to build and maintain effective self-service platforms drives personalized service and improves customer experience.
7. Workforce as a Service
McKinsey reports there are approximately “68 million freelancers in the US.” Most gig workers support B2C models, working for companies like Uber, Lyft, TaskRabbit, Instacart, Airbnb and Shyp. As field service operations evolve, the workforce is expected to see more freelance technicians and contractors. This flexible model helps companies handle work fluctuations, especially with robust service management software.
IBM notes in an article on the gig economy’s impact on field service management that “companies can more accurately predict outages and deploy their workforce” with “systems to track work orders and maintenance records for all field infrastructure.” Real time data and advanced analytics make gig-economy-based field service models easier to coordinate.
These systems enable companies to provide role-based permissions for anytime, anywhere access to information for freelance technicians. Technicians can access necessary details to complete tasks, while companies maintain control over how much information is shared. This approach ensures data security and consistent service delivery.
8. Technician Enablement Tools
Understanding technician enablement tools requires seeing the field service management (FSM) process from a technician’s perspective. Technicians are people, not just resources—they are subject to fatigue, frustration and mistakes. Providing tools that support technicians and reduce their burden is essential for building a stronger workforce.
Diagnostic tools can offer information such as service manuals, service history, diagnosis suggestions and relevant instructions for accurate issue resolution. Deloitte’s Smart Field Service article states, “Creating the right experiences for your field technicians is essential in delivering delightful experiences for your customers.” Equipping mobile workers with devices that access real time dashboards, analytics and up-to-date IoT data supports technicians in the field.
Yogesh Choudhary, CEO at FieldCircle, says, “The people critical to your business success are out in the field and their empowerment can not only provide immense business and customer insights but can simply be transformative for your service business.” Proper enablement keeps the workforce satisfied and reduces the risk of burnout that can impact customer service levels.
9. Performance Management Tools
A typical FSM process requires evaluating the performance of people, processes and assets. Most field service organizations use KPIs or metrics such as customer satisfaction, service revenue, mean time to repair, SLA compliance, technician utilization rate and service part revenue.
As companies move processes online, adoption of performance management tools increases, allowing teams to set, define, monitor and measure KPIs for assets and field service teams. These tools provide real time data and enable data-driven improvement of service delivery. Many organizations also run field service surveys to guide investments in adopting new trends.
The global asset performance management market is expected to grow at a CAGR of 10.7% to reach USD 18.77 billion in 2025. Similarly, the global field service management market is projected to grow from USD 3.0 billion in 2020 to USD 5.1 billion by 2025, at a CAGR of 11.0%. This growth reflects the increasing reliance on analytics and metrics to drive continual improvement.
10. Knowledge Management
Efforts to prevent knowledge loss due to an aging workforce, high employee turnover and operational complexity are increasing in field service. The Field Service News report states, “48% of field service companies stated the threat of an ageing workforce was indeed a genuine threat to their service operations.” This challenge can lead to burnout if knowledge transfer processes and personalized support are lacking.
Beyond workforce challenges, improved first-time fix rates are driving knowledge management efforts. Making critical information such as service manuals accessible for technicians in the field enables quick and accurate problem resolution. Centralizing service data supports advanced analytics, making the entire workforce more efficient.
An Afterthought
What seems “nice to have” today may become “must-have” overnight, given rapid technological change and consumer adoption of new solutions. Many businesses fail because they do not adapt to the latest field service trends.
Now is the time to plan for what may happen in 4, 6 or 10 years in your industry. Get ahead, serve your customers better and build a business that leads future field service innovation. By proactively incorporating real time tracking, robust service management software, advanced analytics and supporting mobile workers with the right resources, companies can meet rising customer expectations and remain competitive.
Ready to future-proof your field service operations? Learn how TimeLinx Software’s comprehensive project and field service management solutions can help your business stay ahead of industry trends. Visit https://www.timelinxsoftware.com to explore our solutions, request a demo or contact us for more information. Let TimeLinx help you achieve operational excellence and exceed your customers’ expectations.
Predictive Maintenance & Monitoring using Machine Learning: Demo & Case Study (Cloud Next ’18) – YouTube
