Field service employs some 20 million field technicians worldwide: it is forecast that by 2022 the global field service market will be worth $4.45 billion. ?
According to Gartner, by 2020 70% of organisations will cite customer satisfaction as a primary benefit of implementing field service management (up from 50%); and in the same year, more than 75% of field service organisations with over 50 users will use mobile apps that go beyond simplified data collection, adding capabilities that help technicians do their job.*
At the same time more than half of field service companies currently still coordinate work and perform functions manually?. A mixed picture maybe but field service is clearly set to accelerate into the future, driven by customer demand and fuelled by technology. Cloud-based mobility, the internet of things (IoT), machine learning and VR have been cited as just four of the technologies that can have a positive and measurable impact on customer experience and brand loyalty.