The digital transformation of field service companies has required an industry-wide improvement in the delivery of services and products to customers.

Field service teams are strategically pivoting to AI solutions and field management service software to improve operational efficiencies, predictive maintenance, resource optimisation, and customer experiences.

To assist companies with field service teams in making decisions to get ahead of the digitisation curve, Zuper and WBR Insights have partnered to produce an industry report that offers key insights regarding how companies are leveraging field service management solutions across industries. “Creating seamless and innovative customer experiences is one of our core values, but this report highlights the fact that many organisations are not getting optimum benefit from their digital transformation efforts,” said Anand Subbaraj, CEO of Zuper. “As we continue to see organisations with field service teams leveraging technology, this report is designed to offer business leaders actionable insights to help them drive sustainable growth.

“The joint report leverages survey data from 100 respondents who are senior leaders in field service management and related business operations within their organisation. Typical respondents work in operations, logistics, depot repair, IT, safety roles, and more. This report highlights common challenges, growth opportunities and industry needs across field service companies ranging from mid-size businesses to large enterprises.

“Collaborating with Zuper, we’ve discovered valuable insights into the changing field service management landscape. These findings can empower companies seeking to leverage technology solutions as part of their digital transformation efforts,” said Chris Rand, Head of Research of WBR Insights. “This study underscores the critical role of technology in driving operational efficiency and customer satisfaction, helping organisations stay competitive in today’s dynamic marketplace.”

Key findings from the survey include:

Anticipated changes in FSM adoption

  • 82% of companies currently use an FSM solution. Most respondents are only somewhat satisfied, not very satisfied, or not satisfied at all with their current FSM.
  • A majority of respondents (73%) plan to adopt a new FSM, make changes to their current FSM, or make changes to similar software within the next twelve months.
  • While adoption of FSM technology is common, satisfaction is low due to several factors: user-friendliness, lack of specific functionality, or integration challenges with existing systems.
  • Respondents cited technical glitches, insufficient customer support, and overly complex software as key reasons for stalled adoption.


Key Priorities for FSM

  • Respondents prioritise FSM capabilities that optimise operations such as work order management, compliance and safety, spare parts/inventory management, technician productivity, and integration with financial systems and business processes.


Comfort with Transition Timeframes

  • Respondents are comfortable with relatively short timeframes (one-to-three months or three-to-six months) for transitioning to a new FSM platform underlining the need for modern, easy to configure systems.