Field Service Management Market Will Reach USD 6.68 Billion by 2023


Some jobs are simply better accomplished by machines than our brains, and this is more applicable today than ever before. Applying this analogy to the business field, most organizations are using technology to streamline operations and increase efficiency. In the field management market, managing a team of service technicians is one of the most intricate tasks. It involves a wide number of variables, which takes a substantial amount of time and meticulousness to keep track of the unpredictable changes that could occur at any time.


4 Keys to Boosting Your Predictive Field Service Customer Satisfaction


Human involvement is bound to cause miscommunications, delays, and incorrect or incomplete information transfer even though electronic databases are certainly helping. However, as the digitization evolved and permanently connected mobile devices multiplied, the field service management software was devised as a technological solution that would assist with managing field service operation and easing the stress of the field managers. This field service management (FSM) technology automates the field operation of a team through mobile systems.


Among many functions, FSM is prominently used in tracing vehicles, arranging and transmitting work, maintaining technician’s activity, accounting, and billing. Adopting FSM can help in increasing the revenue, reduce cost, allot and synchronize better resources, and improve efficiency.



The Global Field Service Market- A Bird’s Eye View


Today, the Global Field Service Management market is anticipated to grow at CAGR of 15.2% during the period of 2018 to 2023 and reach a whopping USD 6.68 Billion by 2023, revealed a report by Zion Market Research. This industry research report is fabricated with the aim of employing prominent study methods to collect important bits of information about the industry. For this study, Zion Market Research has conducted an all-inclusive primary research with key industry participants to collect first-hand data. In addition to this, in-depth interviews with important opinion leaders also aided in the authentication of the findings by performing a secondary research.


The report mainly focuses on the definitions of the industry, usages, applications, and other growth factors. It also communicates about the market growth, size, share, future opportunities, trend analysis, and regional outlook. The research report is a comprehensive market research study, which emphases on the global scenario and focuses on numerous factors that affect the market with the help of strong data and statistical analysis.


According to the report, the proficient planning of projects and better work allocation of field workers are the major factors that are driving the growth of the FSM market today. Additionally, the rise in the implementation of mobile applications and wearable devices among the field technicians is also likely to drive the FSM market forward. Bring your own device or BYOD is the technology that is currently being widely adopted by several organizations in order to maintain customer relationships. Furthermore, the increasing number of field technicians in industries like construction, manufacturing, oil and gas is also driving the growth of global FSM market. The field service management software enables technicians to perform pre-sales, sales, and route accounting functions along with efficiently interacting with customers.


How Field Service Management Affects An Organization


One of the most noteworthy changes brought about by the implementation of FSM has been in the relationship of the organization and the customer. When the systems are integrated with ERP or CRM software like the salesforce automation software, FSM software provides a comprehensive outline of all the internal and external tasks, which increases the real-time response rate. Similarly, with the adoption of delivery tracking software into FSM, it is possible to combine data across several devices from limitless sources and then provide the answer to these. Additionally, to make service visit more personal, FSM can be combined with field data collection software that will help the technicians know more about the customer like the customer’s address, history, devices and much more. Along with these trends, security concerns related to data discretion will also remain important.


The research report also highlights that Northern America is likely to have the major market share in the FSM market during the predicted period. This is because there are many FSM software developers present in North America. The region is also predicted to lead the FSM market owing to the several innovation and adoption of new technologies. It is also considered as the most advanced region in terms of cloud and artificial intelligence.


Europe is expected to have adequate growth in the FSM market mostly due to the mounting adoption of automation in the manufacturing industry. Increasing fundamentals for automation across different industries for increased efficiency is evaluated to impel the market further. The continuing and intensifying necessity for enhanced effectiveness is driving the demand for FSM in countries like UK and Germany.


The APAC region is anticipated to have the maximum CAGR in the global FSM market, predominantly due to the large-scale industrialization in the Asian countries. Also with the increasing number of smartphone users in this region, it further pushes the growth of FSM. The rise in demand for enhanced workflow and improved productivity is boosting the growth in FSM market of this region. Lastly, Latin America is expected to witness a moderate growth due to the increasing popularity of SaaS. The persistently increasing competition to provide efficient services will encourage organizations to adopt cloud computing in FSM to provide faster time to transfer real-time data.


In conclusion, the market in the developing countries is expected to expand because of low expenses and prominent resourcefulness offered by cloud solutions, increased mobile and wireless infiltration, and the development of infrastructures.


Leading Field Service Management Software Providers


FieldEZ is the leading provider of field service management software for various industries such as Construction, Telecommunication, Banking and Insurance, Computer and Office Equipment, Facilities Management, Home Healthcare, Government, Pharmaceuticals, and many more.


This all-inclusive solution helps businesses manage their remote workforce with ease- thus adding to the overall efficiency of these organizations.


Making Field Service Workforce Agile and Flexible

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The principles of the Agile methodology are few but powerful. It focuses on delivering continuous value to the customer through iterative product development cycles. The focus on customer-centricity is something that field service management can learn from an agile development process. Primarily, the agile methodology is applied to software product development and delivery and is used by several organizations throughout the world for their product research and development.

Electrical Service - Field Service Management Banner
The Agile mindset has permeated businesses and organizations are eyeing the methodology and wondering where they could make use of the process and benefit from it. According to a recent study, about 71% of organizations use agile for the entirety of their software development projects, or for some. Agile implementations often lead to ground- shattering results as the customer is always satisfied with the pace of development and the status of the deliverables.

However, agile implementations fail sometimes. According to a survey of these failed agile projects, about 63% of participants revealed a clash between Agile methodology’s principles and their business’ culture was the reason for the failure. When companies fail to adopt the Agile principles of development and delivery in its entirety, things fall apart.

In the field service management space, there are continuous advancements towards automation and customer-centric experiences. Manual services are prevalent today, but field service management companies are placing huge bets on leading technologies in hopes for an automated tomorrow!
Field service leaders and managers want to consider automating parts of the field service operations before hiring new talent as the current workforce ages and retires.


Agility as Part of The On-Demand Field Service Space

On-demand technology and services compel organizations to rise to the need and become responsive to the rapidly-changing demands in the field service space. Operational agility has become a priority for personnel in field service management. Before considering the cost of operations, companies are trying to understand the strategy they should opt for the processes.

Bringing flexibility into business will be difficult, but worth the time and cost for field service companies. As agility becomes a centre point for all operations, organizations will think of newer ways to do the same tasks that could add the flexible factor to their operations. According to a study, about 73% of enterprises today employ newer methods of getting work done. As more and more field service management enterprises put this question up- “How can do this better to introduce agility?”, more and more changes will continue to happen in the way operations are carried out in businesses.


Agility and the Competitive Edge


Agile methods and processes do not just allow a business to thrive, but help companies to keep up with ever-evolving technologies and advancements. Particularly in the service sector, and especially in the area concerning field service, agility in business can prove to be the competitive edge for any enterprise. Provided the flexibility is driven internally with scalability in mind, the aspects of agility should be introduced to all facets of any field service business. When changes will be business-wide, all areas of the business will be positively impacted, and the direct results will be measurable in terms of customer satisfaction, improved customer retention, etc.


An integrated service-oriented customer-centered field service management software can be the answer to the woes of the companies looking for an easier way to find flexibility in their processes. For greater consistency, improved operation, and faster processes, such software will act as a catalyst and an enabler, changing the way companies operate, forever!


Operational Visibility with An Agility-Centered Software

An integrated platform that improves business process will also enable companies to get a wide look at their operations and identify improvement areas that can be made still more flexible. An organization-wide agile development and service software will not just offer enterprises better visibility of their operations, but a better view of the field too. Right from taking a call to managing the finances, each step is properly documented, managed, and tracked to offer accessibility at any point during the entire service cycle. Organizations get the documentation of daily activities and the business intelligence required for forecasting the trends for tomorrow.


Through an agile service providing system, field service management companies can move a step closer to automation and optimization, while leveraging usability and configurability of processes. As customers demand field services instantly when, if not before they need it, it is vital for businesses to exceed their expectations through better
flexibility in their operations and service delivery.


Mobility Coupled With Agility

A smartphone is the single most important gadget for any customer today, and people want access to their most vital tasks and data through their mini-screen devices. When it comes to field service, there are many levels on which mobility can benefit operations and add the agility factor to field service business processes. Here are some of these:

 Faster response times can be assured when field service agents are not tied to the office but can take up service requests on-the-go.


 Improved collaboration between managers and peers while they are on a field service job is another added advantage of introducing mobility in field service.


 Critical knowledge and tools can be accessed from anywhere when mobility becomes the center stage of operations, exhibiting agility.


 With improved business operations comes the benefit of customer satisfaction as businesses are able to deliver services rapidly and accurately.



Here’s Why Predictive Field Service Management Will Become Reality in 2018

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The Field Service industry is going through a growth spurt. The size of the field service market was $1.78 billion in 2016, and according to fresh statistics, it is estimated to increase up to $4.45 billion by 2022. Companies are being compelled to part ways with the manual processes and are increasingly embracing faster and more efficient processes with help from latest technologies and trends. Field Service Management software in this day and age are traditional and unyielding if they have no Machine Learning, IoT, or analytics capabilities. Without these technologies, it is hard to achieve automation and field service management companies care a lot about automation today!


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With the rapid change of events and breakthrough technologies being at the focal of these changes, a predictive field service management software is not a far-off reality.


Predictive Field Service Management – The Nitty-Gritty of the Concept

Predictive Field Service Management has been imaginable and perceivable even as an idea because of the immense potential in the Internet of Things technology. With IoT, it is possible to create a predictive field service management software that will forecast the need of service at various service locations and will help field service providers gauge the need for services well in advance.


The integration of IoT into the field service domain will lead to groundbreaking innovations. When devices are connected to the Internet and each other, sensors can be implanted into these devices that can work to send crucial information such as alerts and warnings to the master system which can be the field service providers’ device.
When these device sensors connected through IoT sense the need for some maintenance or support in the device, they will prompt the service provider to arrange a field service operation, without bringing it to the knowledge of the customer. This will ensure that the customer stays satisfied and out of the loop where field services are concerned. A prompt and responsive delivery of services will lead to better customer retention and increased customer satisfaction.


Predictive Field Service Management Is Set To Become A Reality

This year, technologies in the field service management space are bound to ripen. Implementation of trends such as Analytics, IoT, Machine Learning, AI, etc., will mature as the buzz in these words dies out, and things get back to ground level. Here are some reasons why Predictive Field Service Management is bound to become a
reality soon-


 Demand for Quality Service – Customers do not want companies to fix things when they break. Instead, they want companies to fix things before they break. This demand for proactive and predictive field service is one of the most significant reasons that space is moving towards the trend at an accelerated pace. Moreover, customers demand a better quality of service and a minimized downtime of their equipment. Mobility in field service is another aspect which customers want companies to work on. According to a survey, about 33 percent of customers will not buy from a brand again when they have a had a bad brand experience on mobile.


 Field Service Lags Behind – The field service space is not as booming and buzzing as the rest of the industries. Organizations are in a frenzy to modernize their services, owing to the need of the hour. In 2018, most companies will focus as much on the customer experience or services they deliver as they do on the products they sell. Smart devices and latest technologies will prove to be the ladder for this growth and change.


 The Competition is Skyrocketing – Today, companies are realizing the need for predictive field service as customers demand fewer equipment breakdowns and quicker resolutions. As businesses try to focus on delivering exceptional field service, other companies will follow the path too, leading to the faster adoption of the predictive solutions and technologies in the field service management space.


IoT and ML Are Real – It would have been hard to imagine predictive field service without these technologies, and since IoT and ML are employed in businesses today to create solutions and software, it is feasible, and the only viable path to move towards predictive field service.


 Data and Analytics Are Available – Predictive capabilities are unimaginable without the right data. With a host of databases containing the right data and a series of analytics on the data only, we can predict the need for field service in any device or location. Accountability, Planning, and Optimization are all possible with the right use of data and analytics. With data visualization tools, capture, and processing technologies, and other such platforms, companies will be able to make massive leaps in predictive field service management.



The future of field service management will soon become a reality and organizations will double down their efforts, and thus their profits, while leveraging technologies for creating predictive field service software.

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Which Trends are Shaping the Future of Field Service Management?

Field Service Management - FieldEZ

Through state-of-the-art field service management software, companies have begun managing their on-field personnel with ease and efficiency. In this world where we have more and more choices for products and services, customer service plays an important role. According to a recent survey, about 97% customers revealed that the customer service was an integral aspect of their loyalty towards a brand.

Field Service

Another study confirmed the fact stated above, revealing that about 64% customers have switched their service providers in at least one industry, owing to poor customer service. Field Service Management software improve on-field workers’ efficiencies, productivity, and expertise, the direct impact of which can be felt by the customer.


With a service maintenance software, companies can tackle service requests even before they are made. Latest technologies and trends play a vital role here when exceptional customer service is concerned.


The future of Field Service Management points us to the extensive yet balanced use of technologies and customer-facing processes that will improve customer-centricity and thereby enhance the end-users’ experiences.


The Trends At the Focal of Change in Field Service Management

Customer Experience – All the major advancements in the leading businesses today revolve around the sole idea of improving the customers’ experiences through excellent customer service. Field Service organizations that employ services management software aim to make their processes transparent allowing customers higher visibility into their service methods. Businesses are trying to notify customers when their field services are due so that customers can reschedule through emails, text messages, or chat messages if need be. Another possible provision to enhance transparency in field service processes is to allow customers to track the location of the field service agent on the scheduled day of service so they can estimate the exact time when the service agent is expected to arrive. About 73% of customers believe that the most important thing a company can take care of to provide good customer service is the customer’s time.


Operational Productivity – Technologies in the field service management space make it possible for field service providers to improve their on-site efficiencies through AI and ML-enabled applications integrated into their field service management software. Predictions of an impending field service requirements can be made through the effective use of data, and service scheduling decisions can be left to the software for better predictions. In a similar way, other technologies like AR, IoT, and mobile technologies are being employed by field service companies in a bid to do a lot with less!


Operational Agility – We are in the booming zone of the Gig Economy, where on-demand services are offered by organizations. Operational agility or flexibility in the business will enable field service companies to scale up and down as and when the demand does. Even if the services are effectively being provided by a third-party, businesses can better manage the personnel and workmen when they have contracted another business in the wake of a high demand.


Data reigns supreme – Customers compare their field service experiences to those they get from Amazon, Flipkart, etc. That said, there is a rising need for personalized brand experiences and engagements in the field service management space. Customer data flows in from a variety of channels today such as- email, social media, mobile phones, etc., and companies need to create a holistic analysis of each customer’s data by creating a complete view of the customer’s experiences across channels. When the data is properly analyzed and decisions for marketing, sales, and communications are based on it, customer services will see a rapid growth. Since customers today expect their communications and experiences to be personalized, data becomes focal to fathom the customer’s behavior patterns and customize their experience accordingly.


Mobility – Mobile is the key to field service as the number of connected mobile devices is expected to witness a 100% increase to about 50 billion by 2020 from what it was in 2015. Field service organization that will stay ahead of the mobility curve will pull ahead of those who won’t. More than 62 percent of field service leaders today, leverage an enterprise BYOD strategy in their companies. Not just mobile phones, but wearables will also gain a deeper adoption this year, becoming another mobility aspect that field service management companies will have to cater to. Augmented Reality glasses will improve on-site field service agents’ efficiency and will make training processes easier.


About 92 percent of field service executives feel the need for adapting the service models to customers’ needs. When field service software solutions have embraced all the trends mentioned above and have become tech-savvy, to say the least, field services will be transformed forever.



The role of Analytics in Field Service Management

The role of Analytics in field service management

The role of Analytics in field service management

Field service management is vital to almost all enterprises in today’s world. It can often make or break a company’s reputation and its customer relations. For clients in certain fields like healthcare,  where hospital devices need to be up and running continuously, service delayed can be tantamount to service denied. Saving the customer’s time and providing prompt assistant always leads to higher consumer ratings for the service provider, and harnessing the power of predictive analytics in the utilization of information can work wonders for your enterprise.

The field service sector is no stranger to Big Data. With the advent of digitization, the flow of information in every industry has been dizzying. Field service organisations help bear the brunt of this binary onslaught too – data is generated by various sources ranging from GPS and location systems to client details. With Internet of Things (IoT) thrown into the mix, the unprecedented connectivity and integration of devices that it fosters has increased information assets of field service organisations manifold. The dormant potential of these heaps of unused data gathering dust in company servers and applications is slowly being realized, and many enterprises have begun to invest resources in channeling this data flow into improving efficiency and productivity.

Predictive analytics has been steadily gaining importance over the last year with business to business (B2B) enterprises. 89% of B2B marketers planned to employ this form of analytics, as was seen from the study commissioned by Everstring. The study elaborates on the benefits of predictive analytics to businesses, stating that marketers employing these techniques are 1.8 times more likely to exceed organisational goals and 2.9 times more likely to see a growth in revenue at higher-than- average rates.

This branch of analytics is a goldmine for the field service management sector to exploit, too. Data obtained from fleet vehicles can be used to predict maintenance requirements and avoid the inconvenience of having a vehicle breakdown in the middle of a job. Data received by back offices from customers’ devices can be used to anticipate service visits, thus allowing dispatch to schedule repair jobs before the need arises for the customer to seek urgent help.

Field Service Management software tools can improve performance considerably by using this technology. The FieldEZ software  application for field service management also offers enterprises the use of its IoT and Analytics tools, using data received from IoT-connected client devices to automatically generate service tickets, schedule appointments and assign the best-fit technician based on factors like skill-set, proximity, etc. Machine learning algorithms and predictive mechanisms are used in conjunction with IoT to analyse the data transmitted by sensors embedded in company vehicles and derive the likelihood of equipment failure.

Field service management is not a luxury, but a necessity for both large companies as well as small and medium enterprises. FSM is the key to bridging the distance between the needs of the client and the company’s solutions. Introducing innovative ways to maximize customer satisfaction and optimize processes is the need of the hour, and predictive analytics brings the future ever closer to now – literally!

– Vaishnavi Kulkarni
FieldEZ Technologies Pvt Ltd

FieldEZ’s Pitch @ Rashtrapati Bhavan

The Future of Field Service Management

The Future of Field Service – Technologies like AI, Virtual Reality, Bots are already making the wave in consumer applications. It won’t be long before these technologies heavily influence enterprise applications including field service management softwares.

The Future of Field Service Management – AI, AR, Bots and More

The Future of Field Service Management

This is is not meant to be a “Pokémon Go” for business piece. Given the great success of Pokémon Go as an Augmented Reality game there are plenty of articles that tout how Pokémon will usher the next wave of AR into the enterprise. I think it will create a greater level of familiarity with the concept of AR, and the concept of gamification, which in turn will impact the use of these technologies in the enterprise. In my opinion, the two most interesting articles on the phenomenon to date are:


(1) 40% of Adults Who Have Downloaded Pokémon Go are 25 or Older (Source: Vox) – The younger generations are surely getting tied familiar with AR, but so are those aged 25 and above.

(2) It Takes 20 Years to Make an Overnight Success (Source: Reddit) – A great list of all the steps John Hanke took to reach this moment.


In thinking about the landscape of technologies that can be extremely impactful in the field of field service, I wanted to isolate the tools that will actually be used by field service agents. In this, I will stay away from the broader discussion on the Internet of Things or Big Data, as I factor these to be more of the behind-the-scenes tools that enable better field service performance. Field service agents, as a group, aren’t necessarily pro-technology or anti-technology. They like technology when it helps remove obstacles and allows them to get work done. In areas where technology serves to become the obstacle it was designed to eliminate, field service agents become quite anti-technology. In addition, more seasoned field service agents have a lower tolerance for technology’s flaws. In understanding where technology can have the most immediate impact on field service performance its useful to look at the barriers that come in the way of field service agents getting their work done.

The Future of Field Service Management

A Service Agent Using a VR machine

Messaging Apps-Both Facebook Messenger and Whatsapp have crossed the 1b user mark. Enterprise messaging and collaboration platforms like Slack and HipChat boast millions of daily users. The general trend is for employees to move away from email to messaging for communication and collaboration. In customer support, a number of organizations are evaluating the use of messaging to engage with and support their customers. This goes beyond the basic notification and rebooking services available via SMS. In field service, messaging can be quite useful especially in one-to-one communication between field agents or between dispatchers and field workers, and one-to-many announcements from one person to a group of field service agents. Messaging is quicker, simpler, and more mobile-friendly when compared to email. Messages can also be tagged and linked to specific accounts or product areas in order to allow for appropriate archiving. I also believe that messaging can play an essential role in creating a sense of community among dispersed field service agents, which is vital for employee morale, employee retention, and employee well-being. While it is true to assume that messaging is a demographic play for a younger workforce, research from the Pew Research Center finds that older demographics are also becoming more familiar with the use of popular messaging apps.


Bots and Virtual Assistants

The messaging section above focuses on human-to-human communication and collaboration. We are still in the early days of this. Yet, we could also extend queries and messages to bots for customer service. The development of bots for human interaction was a big theme for developer conferences hosted by Facebook and

Microsoft in 2016. Queries to bots could originate from anyone. A field service agent could submit a query via messaging to a bot in the back-end especially around the search for information. As the bot becomes more intelligent based on the mass history of queries and knowledge, the results returned could be quite powerful in solving one of the major challenges for field service agents.

Taking the Bot idea one step further is to think about a system where field service agents don’t have to create a new query tied to a field service issue. A system on the back-end could factor in location, time, and other parameters to automatically push information and notifications to that field service agent. Currently, virtual assistants like Google Now tell us when we need to leave for work in order to beat the traffic. Field service assistants could help agents beat traffic, re-book appointments, communicate with customers, and also pull up necessary information, given the context in which the field service agent is working.

Voice and Natural Language Processing-The biggest issue with virtual assistants (Siri, Cortana etc.) is that they are poor at processing and understanding voice commands. Natural Language Processing has come a long way and these assistants will only get better with future updates.

Most users of Alexa, Amazon’s digital assistant, are quite positive on its language processing capabilities. In field service, voice queries directed at a virtual assistant can be extremely useful in assisting field service agents search for relevant information, proceed to the next step of a service workflow, and much more. This can become even more valuable in hands-free work environments, such as in the field service van or on top of utility pole. As NLP improves, there will be the need to factor in background noise and distractions to truly make voice computing an effective tool for field service work.

(Note: Elon Musk received a lot of press for a recent interview when he talked about humanity currently living in a simulation. What didn’t receive as much press is his talk about the input-output constraint. While his neural lace proposal is perhaps too advanced for this discussion, his point regarding the limited output capacity is extremely well made. It’s a worthy listen)

Exploring a Field Service Management Software that would take your employee productivity to the next level? Drop us a line here and our Solutions expert will guide you in optimizing your work force productivity.

Seasonal Businesses: Tackle Fluctuating Demand with Technology

Service businesses like Landscaping, HVAC or Snow Removal Services can have an unpredictable, seasonal business cycle. The lean months can be long and can ruin your profitability numbers. Or as in the case of our snow removal services friends with the recent Arctic blast, it can lead to a nice little windfall (pun intended)! In any case, fluctuating demand is a major headache. And managing the field team strength to chart the demand dips and spikes is probably the toughest job of all.

It is not just the issue of how many and when. You need your new people to be up and running as soon as possible. This skill management is also complicated by the fact that there is high attrition among many such seasonal industries.

That being said, numerous business owners take the seasonality as an opportunity. The companies that succeed in these industries are those that are able to work lean and mean, optimizing their resources based on insight, analysis and technology.

SMB service companies can now view field team data in real-time, helping them to dispatch new jobs efficiently. More importantly, they can instantly analyze the trends and estimate the peaks and troughs in their business. Software like our FieldEZ mobile app, makes it much easier to gather customer data, initiate invoicing and billing on-site, and get live peer consultation on the job.

Technology can also help in knowledge and employee retention. Field Service Management solutions reduce paperwork and data entry – moving employees from doing the mundane to more productive chores. The result is an engaged, productive workforce. And that’s only a good thing!

These systems are a wealth of data, insight of information. Used effectively, it can dramatically improve first-time fix rates. For example, a field tech can save his resolution for a particular maintenance ticket via his mobile app. This will then sit in a repository (tagged so that it is easy to search). A quick query is all that is required to tackle new maintenance jobs of the same kind!

Cloud technology and SaaS is also another boon for these service organizations. Some of our customers like those in boat maintenance do not work for the winter months. User-linked monthly pricing allows you to ‘hibernate’ your systems – and get the best bang for the buck!

Controlling costs around demand fluctuations can be a challenge for service organizations. However, with smart contemporary tools and proper planning – this can be contained and indeed leveraged!