INFOGRAPHIC
Field service companies under pressure to deliver finds IFS
Technology superiority has become the most significant competitive differentiator in field service , overtaking customer experience . Yet with nearly half , 46 % of respondents reporting that their companies still struggle to meet service level agreements , SLAs and 37 % citing outdated or insufficient technology as an ongoing pressure , there is a clear technology gap which needs to be closed .
Combined with the other top concerns of lack of a skilled workforce , 40 %, and change management and user adoption of new technology , 37 %, field service
organisations are under considerable pressure to not only fulfil customer obligations , but also to remain competitive and achieve future sustainability goals . The latter is now ranked the number one futurefocused initiative , followed closely by updating legacy service management systems and leveraging emerging technology .
Since 2018 , there has been clear uptick in technology adoption and critical investments . The 2022 research shows the implementation of Artificial Intelligence , AI has more than doubled , from 22 % to 46 %,
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