Why it’s Critical to Watch the Mid-Market in Field Service

Read the full report: April 2020

The mid-market, within our research defined as organizations with fewer than 200 employees within their technician force, is a core constituency within the service market at large as well as an indicator group for overall trends in the sector. Without the same degree of resources and reach as some of their larger competitors, yet with more at their disposal than SMB organizations, they are often well-situated to implement the most promising new technologies and strategies filtered down from market leaders on-curve.

According to the 2018 Cutting Edge Technology Report from Field Service and WBR Insights, 30% of respondents ranked the ability to utilize AI and Machine Learning as the element of technology that would have the most impact on their operations in 2019. As the year has progressed, these technologies continue to grow in importance as a means to circumvent reactive service models, cut down on the need for on-site visits, and develop a predictive service model that sees the fewest possible interruptions in device functionality₁. As a general trend, there is consensus that this journey is an important one to take, but realistically, where individual organizations fall along a spectrum of development can vary greatly. Studying the middle of the market affords a great chance to determine both the desirability, and feasibility of new technology integrations as it relates to organizations that must make the most efficient investments possible, while still having the revenues that would allow them to purse cutting-edge technology integrations provided that they are confident on their ROI.

As Field Service and WBR Insights prepare to research the mid-market toward the release of this year’s Field Service Mid-Market Report: Challenges Impacting Organizations with <200 Technicians, trends related to the workforce, technology infrastructure and development, changing service models, and more will be looked at and contextualized. While the research focuses on the mid-market, it will serve as a valuable reference point for service organizations of all sizes.

Read the full report: April 2020