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. The
findings for field service from the “State of Service,” 5th Edition, underscore why empowering your mobile workforce with the right field service management solution is critical to generate revenue, cut operational
costs, and build for the future.
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.
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.
In the fifth edition of “State of Service” report, Salesforce surveyed nearly 1,800 field service professionals to learn what’s next. What we found is that field service management helps organizations prioritize
productivity, efficiency, and cost savings — and every interaction is a key opportunity to differentiate your business, deepen customer loyalty, and build trust.
Keep reading to learn how leading companies are already transforming field service and setting themselves up for continued success.
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