Whitepaper & Video Center

This report explores the transformative impact of artificial intelligence (AI) on the field service industry, based on a survey of diverse field service leaders across various sectors. With 79% of organizations already at least somewhat satisfied with their existing AI implementations and 74% planning to increase their AI investments over the next 12 months, the industry is poised for significant changes over the next five years thanks to this groundbreaking technology. Field service organizations are already realizing significant gains in areas like customer satisfaction, productivity, and business growth thanks to AI.

This report highlights the transformative impact of causal artificial intelligence AI) on field service operations, emphasizing its role in enhancing problemsolving, assisting in skill transfer, and developing and maintaining an adaptive and reliable knowledge base. By automating knowledge integration and ensuring data accuracy, causal AI addresses the challenges of varied data sources, empowering organizations with a unified and evolving understanding of operations.

Whether you attended Field Service East 2024 and want a recap, or missed the conference and need to catch up, this 'After the Event' report has you covered. This year's event brought together field service leaders for immersive workshops, interactive panels, and networking sessions that explored the latest industry trends and technologies. Key themes included digital transformation of service operations, AI integration, automation, and customer-centric service strategies. Sessions highlighted the use of data analytics for operational efficiency, advanced tools for technician performance, and workforce development strategies. This report captures the major takeaways and actionable insights, offering a roadmap to a more innovative, customer-focused future.

AIoT integrates AI capabilities into IoT infrastructure, allowing for the analysis and utilization of data collected by distributed IoT devices. This combination enables machine learning and data processing to occur closer to the data source, a concept known as Edge AI or Edge Intelligence. As such, field service organizations could leverage the real-time data and insights generated by AIoT technology to make predictions, engage in proactive maintenance, improve overall equipment effectiveness, and more. This eBook provides high-level insights from a September 2024 webinar hosted by Cumulocity. The webinar explored how AIoT, or Artificial Intelligence of Things, is transforming field service operations to be more efficient, customer-centric, and value-driven.

This report presents a comprehensive analysis of current trends and future directions in field service technology, based on a survey of senior leaders across various industries. The findings reveal a significant shift towards advanced technologies, with a particular focus on artificial intelligence (AI), machine learning (ML), and the Internet of Things (IoT). 

This report explores the current landscape and future outlook of Artificial Intelligence (AI) and Field Service Management (FSM) software within the field service industry. The findings highlight field service teams’ strategic pivot towards leveraging AI and FSM for improving operational efficiencies, predictive maintenance, resource optimization, and enhancing customer experiences. Moving forward, field service leaders and technicians will use these technologies not just as tools for backend optimization but also as catalysts for transforming customer interactions.

Field service management (FSM) is poised for significant transformation. As companies adapt to new economic realities, they are increasingly turning to advanced FSM solutions and artificial intelligence (AI) to optimize operations, enhance customer experiences, and drive business growth. This report is based on a July 2024 webinar conducted by Zuper, WBR Insights, and Blumberg Advisory Group. The webinar explored the current landscape of FSM, applications for AI, and the overlap between FSM and AI capabilities.

Field service technicians are increasingly dependent on mobile technologies to diagnose problems quickly, access critical data, and deliver services above customer expectations. Teams now need software that offers seamless functionality across mobile and desktop platforms, with a strong focus on customization and user-friendly interfaces. This report explores the current state of mobile technology use in field service. It reveals key insights about how effectively field service teams are leveraging mobile technology, as well as what steps they can take in the future to improve on their mobile-first field service initiatives!

Field service organizations are transforming themselves by embracing digital advancements, many of which were first initiated during the pandemic. To distinguish themselves from competitors, these organizations are using their digital capabilities to navigate a dynamic service landscape that is constantly changing. This report — based on a webinar featuring Sarah Nicastro, creator of Future of Field Service, and according to service leaders who have taken part recently in Future of Field Service interviews — explores the five strategic focus areas field service teams need to focus on for service success.

This report is based on a webinar exploring the latest strategies and technologies companies can use to build lasting connections with their field service customers. During the webinar, the speakers discussed the challenges faced by service organizations, such as talent shortages and evolving customer expectations, as well as the potential of artificial intelligence (AI) in field service. The speakers also emphasized the importance of involving the customer in every step of service work to avoid long-term problems. Here, readers will learn about maintaining positive customer relationships, addressing serviceability issues, and involving the customer in every step of service work.

This report is a comprehensive examination of the prevalent challenges and potential improvements within the domains of fleet and workforce management in field service. Researchers interviewed fleet management leaders to identify their most pressing goals and challenges. The respondents discussed important topics such as their hiring and employee retention needs, their time management challenges, their need for holistic project management systems, and their challenges relating to vehicle maintenance management. Prominent findings from the illustrated experiences reveal the transformative role of technology and automation in optimizing efficiency and operational processes. However, the interviewees also made suggestions on how to introduce such technology changes and what companies can do better to leverage their data.

This report explores the current state of fleet and asset management technology in the field service sector. It pays special attention to the capabilities field service teams currently have for optimizing the workforce, as well as what capabilities they lack and the pain points that are preventing them from achieving goals like cost reduction, risk reduction, compliance, and sustainability.

Artificial intelligence (AI) has the potential to completely revolutionize field service. It is already making inroads in areas like scheduling, data analysis, self-service, and more. This report explores the transformative potential of AI in field service. It delves into how companies are currently using AI for scheduling, routing, data analysis, customer service, and even self-service, while also revealing what field service teams are planning for the future of the technology.

Self-service has become one of the most important facets of the customer experience, regardless of industry. In field service, self-service is enabling customers to take control of their service needs, resolve problems faster, and reduce downtime. This report explores how field service organizations can incorporate self-service into their strategies and leverage it to drive results, both for customers and the business.

According to Future of Field Service, organizations “have leveraged the tools at their disposal to not only master first-time fix but also evolve service delivery and expand service offerings.” This report explores how field service organizations are currently using interactive tools to reduce costs, become more efficient, and improve fix rates. It will also provide readers with insights into how they can draw more value from their technology deployments and use their tools to improve customer relationships.

WBR Insights surveyed 100 IT, operations, service, and support leaders about how they’ve adapted their technology strategies to new challenges and opportunities. The WBR Insights team then sat down with Brian Philbin, Senior Advisory Solution Consultant of Field Service Management at ServiceNow, to discuss the results of the study and provide additional insights.

ESG (environmental, social, and governance) issues continue to become more important to both investors and consumers. ESG impacts the entire organization, but the field service department plays an integral role in enacting the organization’s strategy. This report explores how ESG is evolving in the field service industry and what changes companies are expecting over the next three years. It analyzes field service organizations’ long-term ESG goals, as well as their ideas for building a more sustainable future.

Most organizations are making commitments to reduce their carbon emissions, and the field service operations are a key contributor to the organization’s overall carbon footprint. This presents an opportunity for field service teams to lead the way in meeting the organization’s sustainability goals. This report will explore key strategies for creating a more sustainable future in field service. It is based on a webinar featuring insights from field service leaders at GPS Insight and Schneider Electric. It also features data from a report by WBR Insights on ESG in field service.

The service department was traditionally an extension of operations, as it was generally considered to be oriented toward both efficiency and cost reduction. But in recent years, field service departments have demonstrated that they are an essential value engine for the business. In the first annual Chief Service Officer Report, we explore how CSOs are addressing the most pressing challenges in field service and learn how the role has evolved in recent years. This report also contains benchmarking information and key recommendations from C-level service leaders!

Learn about how Schneider Electric recently implemented a number of initiatives aimed at nurturing the crucial and evolving partnership between field service, customer service, and data analytics teams.

Filed service companies are experiencing a shrinking pool of the skills they need – a problem that is only expected to get worse, not better, over the coming years. In this case study, we take a look at what’s driving the field service skills shortage, and what companies can do to attract and retain top talent in the years ahead.