FSM Trends in 2023: Navigating the Future of Field Service Management

While simultaneously attempting to embrace the circular economy and being under pressure to show progress toward ever-more ambitious ESG targets, companies are under pressure to continue developing superior service offers to differentiate their brands, enhance margins, and maintain consumer loyalty.
They use platforms powered by AI/ML and field service management software to streamline business processes and increase operational effectiveness.

According to the Zion Market Research survey, field service management (FSM) should reach a massive market size of USD 6.68 billion by 2023. An automated field force management platform can automate manual operations, including work orders, disposition collection, job allocations, scheduling, etc.

People who work in the field service industry know that innovation is everywhere. Field service management software (FSM) will evolve in the future in response to new technologies like the cloud, Internet of Things (IoT), virtual reality (VR), and driverless cars.

A turning point occurred last year. Even though the worst pandemic had passed, its consequences were still felt, from how we work to the state of the global economy. Splashy headlines and talking points for the evening news focused on rising costs and economic talk.
Technology continued to advance quickly in 2022 despite the uncertain economic climate. Digital transformation was a top focus in the field service industry as more businesses turned to AI and ML to improve operational efficiency.

Despite the ongoing anxiety, 2023 is expected to be a year of tremendous growth for the field service sector.
We have developed our perspective on the likely trends and developments in field service management to aid you in getting ready for all the changes the sector will experience.

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Customer Experience

Every service-oriented firm revolves around improving the client experience. Using comprehensive field force management solutions will effectively raise customer satisfaction in the coming year. Field force automation software with an AI/ML foundation also provides crucial commercial insights that support analysis and decision-making for many firms. In 2023, it’s anticipated that one field workforce trend will be educating field executives to enhance client connection. Organizations will also assist field service technicians in maximizing the effectiveness of field service apps. FSM software could improve visibility and streamline customer communications. Thanks to these technologies, your field staff can work with your clients to resolve problems and enhance customer service.

Integration with AI and Automation

The majority of processes used in field service businesses are often labor-intensive. As a result, field agents spend more time performing routine daily duties and less time performing important tasks. In contrast, enterprises will use AI-based field force scheduling software faster in 2023 to automate scheduling and assigning assignments to field technicians based on various business parameters, including skillset, proximity, availability, and more. Businesses can streamline their processes and increase service technician productivity by utilizing a powerful field force management solution.

Data for decision making

If data is left in a database all day, nobody will benefit from it. To aid leaders’ decision-making process, data must be mined for insights. Unfortunately for data analysts, we can now perform that data mining in seconds rather than weeks, thanks to AI and machine learning.

Using data to inform your decisions has significant advantages for field service. Using technologies like real-time schedule optimization, which decreases truck rolls and raises first-time fix rates, modern FSM software like ServicePower gathers and uses your data. The year 2023 is the ideal opportunity to give your digital transformation top priority and employ useful data to improve client results.

Self Service Portals

More openness in service demands is still something that customers want. With quick and simple access to information like appointment calendars, technician details, and the capability to follow their real-time ETA, they need more visibility into their requests and be well informed.

By providing round-the-clock online support, businesses will invest more in consumer self-service portals to meet these customer needs. Additionally, they will be given access to crucial information, including knowledge bases, FAQs, and other resources. 

A self-service site can be used by customers to submit service requests and communicate vital device information. They can check previous service calls, obtain answers to their questions, and do so without calling a professional. An excellent way to give customers more control and boost satisfaction is through a self-service portal.

Accelerated performance requirements

Executives are reluctant to make significant acquisitions since there is a chance of an economic downturn. They want technology providers to demonstrate their products’ worth and return on investment more than ever before to enter a contract. In this scenario, cloud-based service providers will have an advantage over those who need lengthy on-premises installations or expensive implementations. The Grant Thorton CFO Survey suggests that any reduction in technology spending is likely to continue digital revolutions.

Finding a business with a solid track record is crucial when looking for an FSM technology partner. 

Predictive maintenance

With predictive maintenance, businesses may use AI, ML, and automation to anticipate device problems in advance. To improve the client experience, more field service management businesses will adopt preventive maintenance technologies.  

Field service companies should adopt predictive maintenance strategies since they cut down on equipment failures, anticipate client needs, and dramatically lower expenses. To prolong the life of equipment, field force management software proactively analyzes device health and generates notifications to prevent malfunctions. This raises consumer happiness and helps to improve the quality of the services provided.