Field Service Management (FSM) is a critical function for organizations managing operations that require on-site services, such as equipment maintenance, repairs, and installations. With the FSM market projected to grow from $4 billion in 2023 to $7.3 billion by 2028 at a CAGR of 12.8%, businesses are increasingly relying on technology to address operational inefficiencies, enhance customer satisfaction, and optimize costs. This white paper explores the challenges in FSM, the role of technology in overcoming these challenges, and best practices for implementing effective FSM strategies.

Key Challenges in Field Service Management:

  • 1

    Inefficient Scheduling and Dispatching : Manual scheduling often leads to inefficiencies, such as overbooked or underutilized technicians. Studies show that 25% of a technician’s workday is lost to poor scheduling, leading to delayed services and increased costs.

  • 2

    Lack of Real-Time Visibility : FSM processes often suffer from limited real-time visibility into technician locations, task progress, and equipment status. This lack of insight hampers decision-making and can result in missed service level agreements (SLAs).

  • 3

    Skills and Knowledge Gaps : In many industries, the workforce is aging, with experienced technicians retiring and leaving behind a gap in knowledge. This challenge is compounded by the need to upskill new hires to handle complex tasks effectively.

  • 4

    Inefficient Communication : Technicians often lack seamless communication with back-office teams, leading to delays in accessing critical information, such as work orders, service history, or customer data.

  • 5

    Rising Customer Expectations : Customers now demand faster response times, real-time updates, and first-time fixes. 89% of customers expect field service technicians to resolve issues on the first visit, making it imperative for businesses to invest in smarter AI/ML based FSM solutions.

Our Field Service Management solution lets you seamlessly handle both employed and contracted workforce to improve cost to serve, customer responsiveness, operational efficiency and margins.