What To Expect – The Future of Field Service Management

by | Sep 13, 2021 | Blog, Business Insights

With the growing popularity of software automation and the need to streamline operations, many field service businesses are evolving into the digital era and seeking new and better ways to manage all aspects of operations.

What does the future hold for these companies? Capterra, an independent comparison site for field service management software, has broken down what the industry should expect in the coming future and how these changes will impact the way in which businesses manage their workforce.

Here’s a breakdown of what the stats tell us:

  1. Field Service Management Software won’t be an option

This is already true, however, there are circa 57% of field service organisations still using manual methods for managing their operations. This means paper-based solutions, manual data entry and a lot of time wasted.

40% of those using field service management software have experienced growth due to future-proofing their operations management. The data tells us that:

  • Scheduling and dispatch will account for the largest market share of expected growth by 2022.
  • Small service companies consider productivity software to be their top priority for tech budgets
  • More field service companies are realising the benefits of focusing on the service aspect of their business.


  1. Field service companies will increasingly rely on centralised and accessible information

Financesonline.com researched the top challenges for technicians in field service businesses and found the following to be the biggest issues:

  • Pre-visit review of service history
  • Access to service manuals
  • Access to a knowledge base
  • Visibility of spare parts inventory
  • Training videos

Mobile apps are now an essential aspect of managing operations. Real-time and accurate data which is automatically synced to the cloud will provide the vital information needed to improve the customer’s experience. Financesonline.com found that meeting customers’ expectations was the most challenging area for field service businesses.

  1. Skilled technicians will become increasingly rare and more valuable

The figures from Capterra reinforce the trend that there will be a shortage of field service technicians as an increasing amount begin to retire. However, for newly qualified technicians entering the marketplace, job and pay prospects are bright, specifically those in the HVAC and energy sectors.

What do new-to-the-market technicians look for when seeking work in the field service industry?

  • Automation to improve how they work on a daily basis including the use of mobile apps
  • Access to technologies and tools that help increase efficiency and productivity
  • Training content and learning opportunities that can be accessed on-the-go


Although many field service businesses have now migrated to a paperless way of working, the majority are still operating on a traditional system. In 2022 more businesses will make the switch to digital as customer service and customer retention becomes the main priority.

Book a demo today >