Field Service Palm Springs 2024

May 06 - 08, 2024

JW Marriott Desert Springs, Palm Springs, CA

How To Connect Field Service Technologies with Greater Service Revenue


Brought to you by WBR Insights

Field service may be at a turning point in its history, but some things never change: happy customers make for good business. Customer satisfaction continues to be the most widely acknowledged KPI among field service companies, and the greatest measure of their success.

The problem? That satisfaction is becoming increasingly difficult to attain. Today, customers are demanding not only better service experiences, but greater visibility into the processes that help deliver them. Field service companies must adapt to these new expectations, not only with better training for their teams, but a new generation of technologies that can facilitate the types of experiences and insight customers now require.

Feeling the Pressure

According to a recent report by WBR Insights, Connecting Satisfaction with Next Generation Field Service Technologies , Improving customer service is not only a priority, but the greatest pressure facing field service companies for the next 12 months. In fact, customer satisfaction is shown to be a relevant metric to more companies than any other metric in the study.

Additionally, the vast majority of field service companies acknowledge that using new technologies to create outcome-based business models--systems that drive KPIs such as customer satisfaction and service revenue--is necessary for future growth.

But while most field service companies recognize these two pieces to the satisfaction puzzle, many doubt their own abilities to deliver on customer demands.

The connection between customer satisfaction and service revenue is clear. What's more interesting is the connection between service revenue and technology. In fact, driving revenue from services is a top priority among 50% of field service companies; 50% consider technology adoption by the workforce as a top priority as well.

Finding Satisfaction in Technology

The thing about customers is, they want what they want; and what today's field service customers want is visibility --the ability to inspect and approve work, to request service, or to access service history at a moment's notice. So, what technologies will help field techs meet those demands?

Technology itself has been a challenge for field service companies, as the technology landscape is constantly changing. But several proven technologies are helping field service teams improve service quality, improve customer satisfaction, and increase revenue:

  • Mobile applications that facilitate work in the field have sped up work orders and improved both customer and employee satisfaction for 84% of field service companies
  • Information of Things (IoT) technologies enable field service teams to track high value assets, facilitate predictive maintenance, and locate parts or technicians--capabilities now in high customer demand
  • Instant communication tools enable technicians to collaborate, access information, and consult service experts from the field in real time and provide greater visibility to customers

Riding the Wave of Disruption

Field service companies willing to make organizational, training, and technological changes will have the lion's share of the market and the greatest opportunities to drive service revenue. The challenge lies in identifying the right tools for the job. It all comes back to customers and their needs; then, identifying the best steps forward from there.


New technology is set to be a hot topic at Field Service USA 2018, taking place at Palm Springs, California, this coming April.

Download the Field Service USA 2018 Agenda to learn more.