Top 10 Field Service Management Trends for 2024

Field service management is crucial to several industries. With changing customer demands and the need for effective management, field technicians are always on the lookout to optimize operations through the right adoption of technology. However, understanding which digital tool fits best with the business’s needs can take time and effort. This blog will help you get a clear view of the upcoming trends and technologies in field service management so that you can stay prepared for the future!

1. Increased FSM adoption

The overall field service trends for 2024 indicate a rise in field service management (FSM) software adoption.Almost one in every two field service enterprises now uses FSM software.

The global worth of the field service management industry was $4.819 billion in 2021. The value will reach $24,294.00 million in 2030, with a CAGR of 19.7%

The following are the top reasons field service enterprises embrace FSM software:

• To support field technicians: Three out of every four field technicians find their jobs becoming more complex and needing more technical knowledge compared to earlier. Almost half of all field service enterprises enable video support with remote experts to guide field technicians.

• Information enablement. The FSM software helps field technicians access the needed information and make pre-visit reviews of service histories.

• Speed: Almost half of all field technicians report their current tools as not fast enough. FSM software speeds up the process.

• Keep abreast of competitive pressures: Most field service professionals report competition in service and product as their biggest work pressure. FSM software helps them hold their ground and even trump the competition.

However, 25% of field service enterprises still use spreadsheets, whiteboards, and other manual methods for job scheduling.

2. The rise of the cloud

The most obvious field service trend for 2024 is that cloud-based FSM systems have surpassed on-premise FSM systems.

Service providers prefer cloud-based FSM to:

• Access the suite anytime, anywhere.
• Respond quickly to customer requests.
• Optimize scheduling.
• Optimize route planning and dispatching.
• Collaborate between field technicians and the office.
• Enable real-time information sharing from the field. 
• Offer field technicians ready access to client information and work orders.
• Conduct remote service calls, doing away with truck rolls altogether.

The global cloud FSM market will grow at a CAGR of 17.2% until 2028.

3. Rise of mobility

The rise of cloud-based FSM goes hand-in-hand with the rise of mobility.

Companion mobile apps to FSM software empower field technicians with:

• Up-to-date instructions, including reminders and notifications.
• Ready-to-access information related to customer and equipment
• Ready-to-use forms and checklists.
• Automated data collection and report generation capabilities.
• Ability to connect with remote experts to solve complex service-related issues.
• Ability to collaborate with remote experts and other stakeholders.

Field technicians access cloud-based FSM through mobile browsers or apps. The top reasons enterprises adopt mobile field service solutions are:

• Improve the speed and efficiency of field service executives. 
• Cope with competitive pressures.
• Handle the increasing volume of service requests.
• Keep everyone updated on schedule changes.

Three out of four businesses adopting mobility in the field service management industry have increased employee productivity and customer satisfaction rates.

The major field service trends for 2024 within the mobile FSM software space include:

• Enabling offline access to FSM apps to mitigate the risk of no internet during service calls.
• FSM service providers Implement a BYOD strategy to enhance communication and efficiency.

4. Increased automation

Automation has become the biggest enabler of revenue growth in field service management.

Key field service trends in 2024 in automation technologies include:

• The Internet of Things: 73% of field management firms have incorporated the Internet of Things (IoT) into their operations.
• Drones: The industrial drone fleet industry in the US and Europe will grow to one million units by 2050.  
• Augmented and virtual reality: 40% of field technicians believe emerging technologies such as augmented reality and virtual reality are very helpful. 

IoT apps now generate a value addition of $470 billion annually for field service industries. 

The popularity of smart homes will increase field service demand. In 2024, demand for connected services, such as installation, maintenance, tech support, and repair work, will grow.

5. Artificial Intelligence integration 

The increasing trend of automation in the field service management industry goes hand-in-hand with the popularity of Artificial Intelligence (AI). 

Artificial Intelligence in FSM enables

• Automation of routine tasks, such as report generation.
• Triggering emergency jobs
• Route optimization.
• Improved workforce skills and efficiency.
• Better customer engagement. 95% of customer interactions will be through AI-supported channels by 2025

78% of high-performing field service enterprises use AI, and 83% use workflow automation.

Combining mobility and artificial intelligence (AI) improves field service agent productivity by 30% to 40%.

Almost one in every two field service enterprises looks to deploy AI within the next two years. 

6. Increase in real-time tracking

More and more providers in the field service management industry offer real-time tracking solutions using GPS and geolocation capabilities.

Field agent or crew van tracking enables field service enterprises to:

• Track crew movement and intervene if there are any delays
• Update customers on accurate ETA
• Track workforce productivity and overall process efficiency 

 32% of businesses implementing fleet tracking technology reaped positive ROI in six months.

7. Rise of self-service customer portals

In a field service management trend for 2024, customers increasingly rely on self-service portals as their first point of contact.

Field service automation enables self-service portals.

Using self-service portals or mobile apps allows customers to:

• Solve basic issues.
• Raise a complaint ticket.
• Make service requests.
• Monitor pending or ongoing work.
• Get status updates.
• Pay bills.

8. Deep integrations

A major field service trend for 2024 is service suites offering comprehensive functionality, enabling customers to do everything from a single integrated portal.

FSM suites add functionality by integrating other internal and external databases using APIs.

The most popular integrations include:

• Maps to dispatch field technicians through the best route.
• Accounts suites such as Quickbooks digitize accounting and timesheets.
• Work order management to streamline workflows.
• Inventory management to sync scheduling with parts and tool availability.
• Fleet tracking allows managers to enable proactive interventions to solve issues.
• Customer relationship management.
• Billing, invoicing, and warranty management.

 9. Increased flexibility

FSM software providers offer flexibility, allowing businesses to adapt the software to their needs. 

Flexible FSM software enables service providers to:

• Become resilient
• Customize and personalize the software to their needs. For instance, they can create and upload custom forms and checklists.

Another field service trend for 2023 is that one out of every two fleet managers considers the ability to reroute field technicians for emergency jobs as their most important success factor. 

10. Increasing HR challenges

An estimated 20 million field technicians operate worldwide. 

One of the field service management trends for 2024 is an estimated shortage of two million field service workers globally.

Field service companies find it tough to get a quality workforce.

Most businesses struggle to replace aging Baby Boomers 

Almost half of all field technicians and service workers will be freelance by 2025.

Field service management industry players use the FSM suite to overcome the challenge. The FSM suite enables service providers to:

• Hiring and managing freelancers and independent contractors. FSM Suite enables freelance workers to respond to most emergency requests within an hour.
• Integrate knowledge management platforms to transfer knowledge and develop skills.
• Automate backend processes.
• Promote self-service.
• Enable remote assistance.