Power Your Frontline with Field Service ManagementWhat You’ll Find in This Guide
Salesforce Research provides data-driven insights to help businesses transform how they drive customer success. In this guide, learn how top-performing businesses are innovating with field service management to boost productivity and efficiency amid a challenging economy and increased customer expectations.

Key Takeaways:

  • Field service drives efficient revenue growth.
  • Technology drives employee productivity, cost savings, and satisfaction.
  • Customer service extends to the doorstep.

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Data in this guide is based on a subset of a double-blind survey conducted from May 6 to June 13, 2022, that generated 8,050 responses from customer service professionals across 36 countries. This subset includes 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations. See the "State of Service" report for more methodology and respondent demographic details.
Executive Summary
A talent shortage, rising costs, and increasing customer expectations are challenging every industry, but field service teams are under particularly intense pressure. Consider, for example, that 94% of customers say service influences repeat buying decisions. With your mobile workforce the only company representatives they ever meet, and case numbers and revenue demands rising, it’s clear that the need to innovate is key for success now.
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Chapter 1: Field Service Drives Efficient Revenue Growth
With rising costs, supply chain shortages, and other macroeconomic uncertainties, decision makers are looking for ways to protect their margins. Mobile workers — often the only company representatives customers ever see — are taking on increasing strategic importance. Given that mobile workers are often in the right place at the right time to influence future buying decisions, decision makers are turning to them to generate revenue.
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Chapter 2: Technology Drives Employee Productivity, Cost Savings, and Satisfaction
For 93% of mobile workers, there is a direct link between the employee experience and the customer experience. To support their field service teams, organizations are improving operational efficiency and customer satisfaction with field service management tools that reduce response times and increase first-visit resolution rates.
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Chapter 3: Customer Service Extends to the Doorstep
With Speed and Quality Mission Critical, Automation Has Never Been More Important. High Performers Realize Greater Efficiencies with Processes and Workflow Automation When It Comes to.
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A Look Ahead
As the field service management market continues to evolve, what's next? Augmented and virtual reality that will enable your technical teams to deliver real-time guidance in hybrid mode, blurring the line between office and mobile workers.
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