2018 Industry top Challenges and Initiatives

Recent industry reports are all reflecting two main processes, reshaping the field service: transformation and innovation. Impact significantly differentiates based on region, company size, type of business and etc., but it still outlines the same direction. The field service automation is being continuously developed to support customers in facing main challenges: customer satisfaction and field workers productivity and efficiency.

We are providing top challenges and initiatives as part of present material to help you evaluate your organization’s position within industry trends. It is not easy to follow and implement all modern initiatives while managing your daily operations is your priority. But, acknowledging you are part of the landscape and you actually contribute to those changes, will help you validate your own goals and strategic objectives and find the best instruments for achieving them.

Good understanding of the current state of your organization’s development will help you to better define your goals and smoothly follow them. For part of organizations, it would concern clear basic objectives definition and their understanding, clean processes and manual work elimination. Advanced organizations are considering their further innovations with Internet of Things, Augmented Reality, Artificial Intelligence.

Top 5 Industry Challenges

  • Optimize efficiency and productivity
  • Customer demands
  • Employee engagement
  • Decrease repeat visits
  • Competitiveness

Top 5 Industry Initiatives

  • Increase efficiency
  • Improve customer satisfaction
  • Increase revenue
  • Better data utilization
  • Leverage technology

As initiatives are being ranked to address the main challenges, topics within each of both groups, are also highly interrelated. Thus said, lead us to the conclusion that solutions might be common as well.

Recent Gartner’s research points to couple of directions which Field service organizations are heading as a result of challenges they are facing:

By 2020, 70% of organizations will cite customer satisfaction as a primary benefit derived from implementing field service management, up from approximately 50% today;

By 2020, 10% of emergency field service work will be both triaged and scheduled by artificial intelligence;

By 2020, over 40% of field service work will be performed by technicians who are not employees of the organization that has direct contact with the customer;

By 2020, more than 75% of field service organizations with over 50 users will deploy mobile apps that go beyond simplified data collection and add capabilities that help technicians succeed.


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