Running a service business requires meeting challenges in the day-to-day operation of that business. With the help of software like Housecall Pro, business owners can be better equipped to stay at the forefront of the future of field service management.
Field service trends are developing all the time. Staying ahead of the curve ensures that businesses of all sizes can remain coordinated, manage assets effectively, and meet the changing needs of the customer. As you will find out, field service management is crucial to the success of service businesses.
What is Field Service Management (FSM)?
Field Service Management is how a field service business coordinates its resources. Things like job workflow, asset management, dispatching, scheduling, and more are all part of the process from service request to the end of the job.
With proper field service management software, a business can keep up with these daily resources and deploy them in the most efficient way possible. In a field service industry where technicians are dispatched to perform on-site tasks, it is imperative that the business remain connected, and that communication is strong throughout the process.
Which Industries Rely on Field Service Management?
The beautiful thing about field service management is that it applies to several industries. Keeping up with the future of field service management is important for not only your business but also those within several prominent industries.
The list of industries that would benefit from staying current with field service trends include:
- Plumbing
- HVAC
- Window cleaning
- Electrical
- Carpet cleaning
- Landscaping
- Pest Control
- Remodeling
- Pool & spa service
- Appliance repair
That is just scratching the surface as to the number of industries impacted by field service trends. What the future of field service management holds may be murky but it is clear that the impact will be felt far and wide. For that reason, staying current with developments in field service management is crucial to the future success of these businesses.
15 Field Service Industry Trends
What are the largest and most important field service trends? The industry is moving and progressing all the time, but these trends could drive the future of business forward in many ways. Here are some of the biggest trends in the industry and the kind of impact they can have (and already do have).
1. A Focus on Customer Service
This is not so much a trend in the field service industry as it is in all industries that serve a customer. Creating a happy customer experience is a sure bet to drive repeat business. Repeat customers are the lifeblood of any thriving business and the field service industry is following suit in that regard.
In a competitive marketplace, the most successful businesses leave a positive mark on their customers. Good field management is about creating a better customer experience and the implementation of good field management software can help to streamline the customer experience, making it a more enjoyable one from beginning to end.
Field service management software can be used to track a customer’s service history. Technicians can access notes on previous jobs, see what went right, and try to replicate it in future visits. The goal is to have technicians as ready as possible to deliver a higher level of service and ensure that customers are satisfied.
2. Standardizing Processes
No matter the industry, any organization can benefit from standardization. In the field service industry, it is important to get everyone on the same page so that they can provide the same reliable, personalized, scalable field service. Moreover, it helps drive a higher standard of customer service, which is what matters most in the end.
Having technicians do things their own way would create chaos. No one in-house would know how someone else did something and customers would be the ones to suffer from the inconsistent service that would follow.
Utilizing field service management software, everyone can be on the same page regarding the completion of workflow tasks. Technicians can follow established procedures using their mobile devices and provide real-time updates to the office. More importantly, it becomes much easier to predict and track performance, allowing businesses to make a smarter decision regarding resources and labor.
3. Cashless Payments
Historically speaking, managing payments in the field was something of a challenge. If a customer paid in cash, it left the employee in possession of a lot of money, increasing the chance of an irresponsible or illegal act. Other solutions, like checks or billing statements, could lead to lengthy delays before payment is actually received.
More and more businesses today are accepting cashless payments via online and e-billing solutions. Using company accounting or enterprise resource planning software, invoices can be quickly and easily generated and presented to customers.
More importantly, customers will have access to those invoices online or through mobile payment apps. Using credit card readers that plug into smartphones, technicians can even take credit and debit card payments in no time. Not only does this equate to faster payments for the business, but more convenient payment methods for the customer.
4. Remote Work
When the COVID-19 pandemic took the world by storm, businesses across many industries had to adapt to remote work schedules. Employees could log in from any location, typically home, to do their work without having to commute to an office space. It created newfound flexibility for businesses and workers alike.
In the field service industry, remote work can show up in a number of ways. Since technicians have mobile technology on them at all times, they don’t have to physically be in the office to get work done. Remote work in this industry can also mean being able to solve customer problems online without having to schedule a physical visit.
Some tasks can even be outsourced. Camera-equipped drones can be deployed to handle surveys and inspections, especially in areas that may be more difficult to access. It is even possible to assign more complex tasks remotely. In the medical realm, surgical robots can allow doctors to perform remote surgeries without having to travel.
5. Knowledge Sharing
With available data being more prevalent than ever, knowledge sharing can benefit both the company and the workers in every field service management industry. Sharing knowledge in this industry is a bit more challenging, however. That is why having efficient software can be a game-changer for businesses within the field.
Companies can use knowledge sharing to prepare for site visits. Workers can have transcripts of customer requests and even photographs that show them the problem directly. On site, workers can communicate with their peers and access online solutions at the drop of a hat to find a solution that may not have been previously thought of.
There are long-term implications of knowledge sharing. A worker heading out to a potentially difficult client can learn much-needed information about that job based on past results, tech information, and more. Even if a tech leaves the company, another can step in and service the needs of the customer without missing a beat.
6. Cloud-Based Software
Traditionally speaking, businesses have used software at their business location to access field service management software. Given the need to be flexible in the field, the transition to cloud-based software is one that field service companies are watching closely.
Cloud-based software allows companies and technicians to access applications and data from virtually anywhere so long as they have an internet connection. Service technicians will have access to all the information they require and a suite of powerful tools that will help them do a better job overall.
Mobile workers will be able to get directions to the next job, communicate with customers, coordinate with dispatchers, create invoices, and get information on upcoming jobs all with a few taps and swipes. Not having to go back to the office for any of these things means less wasted time between jobs.
7. Self-Service Apps
Though field service visits are at the heart of the industry, they can be costly and time-consuming. That is why one of the hottest field service trends has to do with self-service apps. Customers are able to interact with technology to achieve a result without having to bring an employee into the mix. For businesses, problems can be resolved while resources go in another direction.
Companies are showing greater dependence on automated troubleshooting to help reduce technician visits. Customers can also find answers to their own questions by watching troubleshooting videos, reading FAQs, or following instructions that have been posted. These self-service apps also allow customers to request service, report problems, and track progress seamlessly.
With more sophisticated field service management software, it is possible to generate more efficient pricing estimates. There is less of a need to call in an estimator to go to the job site because prospective customers can enter job details into the software and get an accurate cost estimate. It saves both parties time in the long run.
8. Route Optimization
It is safe to say that the majority of a field service technician’s day is in traveling from one job to the next. While that isn’t necessarily going to go away, there are ways of making routes more efficient so that technicians can get there sooner and move on to the next job. Route optimization software will help to reduce total travel time and spend less time stuck in traffic.
This works in tandem with the next growing trend – schedule optimization. With reduced travel times, companies can create tighter and more accurate service schedules. With more information about scheduling options and constraints, field service management software is able to create better routes.
As more data becomes available to field service businesses, algorithms, and modern software are able to create more efficient routes for all workers. That software can also create solutions that humans may miss. Some companies have learned that there is a way to save time even if it means driving more miles in the process.
9. Schedule Optimization
One of the more popular field service trends happening now is schedule optimization. Being able to effectively coordinate workers in the field is tough but essential to business. Companies have little control over working conditions and unexpected obstacles. Navigating those challenges can be helped through schedule optimization.
Some field management software is already implementing optimization algorithms that are helping companies with scheduling assignments. The right software helps to minimize delays, improve productivity, and narrow down those pesky service delivery windows. The latter is particularly important in a field that lives on customer satisfaction.
These algorithms run on having access to comprehensive data. The more a company knows, the better off it will be. Having field service solutions integrated with things like performance management tools can help create a more effective schedule and limit the unforeseen problems that generally plague field service businesses.
10. Performance Management Tools
The future of field service management is in refining and optimizing field service performance. While that may sound like a vague thing, there are already performance management tools available that can help track the performance of team members at both an individual and group level. This helps keep companies ahead of the curve.
Field service trends come and go, but this is something that companies are putting more of a focus on. They help companies identify problem spots, areas for improvement, and ways of getting more efficient. Even better, performance management tools are applicable in virtually every situation, whether it be a call center, warehouse, hospital, or shop floor.
Through the implementation of mobile technologies, companies are now able to collect data with a focus on efficiency. That data can then be fed into the performance management software, creating more effective ways of tracking things like average repair times, service profitability, and travel times, among other things.
11. Predictive Maintenance
For the most part, field service has been needed when something breaks down, but regularly scheduled maintenance and inspections have become commonplace as well. With predictive maintenance, it is becoming possible using IoT sensors to determine when a machine needs maintenance before it actually needs maintenance.
The process of predictive maintenance depends on collecting data from a number of sensors. Those sensors monitor things like vibration, temperature, and other conditions to identify potential trends and patterns. Picking up on those patterns can help identify potential problems before they have the chance to grow into a larger issue.
Fixing a machine before it has the chance to break down could be a game-changer. Customers will have to deal with far less downtime, repairs will become cheaper, and workers will go into a job with fewer surprises ahead of them. In terms of field service maintenance, predictive maintenance can be beneficial in growing customer loyalty by limiting disruptions or other problems.
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12. Assistive Technology
In a more general sense, the term is meant to include tools or devices that have been created for the purpose of augmenting the capabilities of workers in the field. It is meant to help them do their jobs effectively and more efficiently and include the tools that they carry with them from job to job like a smartphone.
Some of these technologies are very specific, others more generalized. For instance, there is a tool that can detect the signal strength that a customer is getting from an internet service provider (ISP). Some companies are even beginning to look into more futuristic tech, things like augmented reality that will display essential information with the technicians having to access their smart devices.
These assistive technologies are being combined with existing tech to improve the benefits to technicians. Some of them are improving safety for technicians, particularly in dangerous fields that deal with natural hazards. With advanced analytic tools, companies and technicians are able to access more information than ever before to streamline the job and enhance safety.
13. AI isn’t Going Anywhere
One of the hottest topics of conversation anywhere is Artificial Intelligence (AI). What kind of capabilities does AI have? How will it impact the world of field service? As it turns out, it is already having a major impact. Generally speaking, businesses that don’t embrace technological shifts get left in the dust.
Many field service companies are investing heavily in AI. Many plans to increase their spending related to AI in the years to come. Some mobile workers have reported that using AI helps to cut costs and save time when completing the job by analyzing customer information to create quick, personalized responses.
Supporting AI is an effort to support workflow and process automation. Burnout from mobile workers is a very real thing and being able to serve customers better and faster, while spending less time in the field, could help with that issue. AI’s potential remains uncertain but it is already having a sizable impact within the field service industry.
14. Connected Data is Critical
At first glance, one would assume that a major part of being a service technician is direct interaction with the customer. In reality, workers aren’t spending nearly as much time with customers as they would like. As a result, valuable customer time is lost to inefficient processes and tasks.
Businesses have access to more data than ever before. Being able to properly utilize that data is the most important part. Through a CRM platform, businesses are able to gauge the needs of their customers in a more efficient way through the use of up-to-date information.
Keeping technicians connected with critical data also helps to improve sustainability in the field. Things like route optimization continue to play a critical role in daily operations and would not be possible without connected data. Reduced time on the road can help curb the growing worker burnout and stress that seems to be permeating the industry.
15. Dwindling Number of Mobile Workers
The needs and demands of the customer are always changing. That said, one of the most important field service trends to keep abreast of is the growing expectations that customers carry into each job. With a decline in mobile workers, the job has become tougher as nearly 75% of mobile workers have reported facing an increase in workload.
The number of tradespeople, in general, has been falling for years. Within this line of work, that number dropped nearly 50% from 2020 to 2022. As more experienced field service workers continue to retire, the demand will only continue to grow.
Businesses are faced with the challenge of reducing the workload of mobile workers. More often than not, they are expected to be the direct contact with the customer in addition to performing repairs, installations, etc. To avoid worker burnout and stop the dwindling numbers, field service businesses are working to find solutions that can provide other resources to technicians.
Optimize Field Service Operations with Housecall Pro
The best way to master your field service management needs is to sign up with Housecall Pro. Our 14-day free trial is here to keep you ahead of field service trends and ensure that you are right in line with the future of field service management. Those trends could dictate the path of your business for years to come.
The field service management realm is constantly evolving and changing. By keeping up with field service trends, you can ensure that your business is on the cutting edge of the industry. Most importantly, you will be able to meet the changing needs of your target audience with greater consistency and efficiency.
