2025 Field Service Management Trends

It's that time of year when predictions abound. Our product experts have joined the ranks of other technology pundits and created a watch list for the trends they think will be hot in field service management for 2025. You can download the complete whitepaper here.

If you prefer a condensed version, here are the highlights:

1. Expect continued AI focus but with more pragmatic use cases

In 2025, Artificial Intelligence (AI) adoption will continue to be the dominating business topic—but with a greater emphasis on practical use cases. Although some concerns about AI’s training and reliability may persist, organizations will be willing to overlook risks in favor of the astounding benefits.

But, gone are the days of vague proof-of-concept projects. Organizations are seeking proven applications that can be easily adopted and that will yield concrete time savings and insights. Solution providers, like ServicePower, will embed AI tools into everyday processes, such as pushing relevant data to decision-making points, streamlining tasks, summarizing reports, analyzing data, identifying trends, and predicting likely outcomes. Some specific AI applications you will be able to leverage when you adopt modern field service solutions include:

• Optimized scheduling and dispatch. AI can help generate a highly efficient schedule that considers factors like location, traffic, weather, typical routes, and expected time to complete the repair.
• Repair vs. replace. Advanced service management solutions will share insights with technicians about the cost of repairs compared to the cost of a new unit, helping the technician be a trusted advisor to the consumer.
  
  

2. Automation will help boost productivity

Automation will gain greater importance in 2025, driven by necessity. Facing continued economic headwinds, organizations must find ways to boost productivity and complete more service requests per day. Automation tools embedded into modern field service management solutions will help streamline activities and speed resolution of service requests. Examples include:

• Finding replacement parts. Tools will help a service technician quickly identify and order the correct replacement parts if needed.
• Account details. Extended information about each customer is visible and easily accessible, including recent purchases and warranties. The information doesn’t need to be reentered for each service request.        
  
  

3. Predictive tools will help organizations be proactive

Predictive insights will help anticipate staffing needs, surges in demand, regional shifts, and emerging growth patterns. Analytics will be easier to use, so managers throughout the organization can make data-driven decisions. Predictive tools can be used to:

• Manage seasonal demand. Identify if third-party contractors may be required to help cover temporary surges in demand.
• Maintaining proper parts inventory. Predictive analytics help warehouse managers anticipate the volume of parts that will be needed so an adequate inventory is kept on hand.
  
  

4. Workforce tools will help overcome labor shortages

The shortage of skilled talent will remain one of the top issues for service organizations. Technology will help existing technicians make the most of their workday. With smart scheduling in place, technicians can typically complete one or two more jobs per day. Other tactics include:

• Collaboration tools. Easy-to-use tools help technicians connect with colleagues and take advantage of collected tribal knowledge to expedite repairs.
• Blended workforce. Some organizations will leverage virtual reality, video meetings, and mentor programs where a veteran technician is on-call, either from home or a central location, to consult with on-site junior technicians.
  
  

5. Data quality will become a higher priority

Data itself is essential, but the ability to access it, sort it, understand context, and leverage it to improve the performance of day-to-day operations is even more important. Applications like machine learning and AI depend on data reliability. Modern field service solutions take care of this issue, organizing data and storing it in a manner that supports role-based access. Smart service management solutions help maintain data integrity by:

• Defining parameters. For greater consistency, the solution sets restraints for data type, format, and units of measurement.
• Eliminating disparate systems. Because there is one unified system, the entire company operates from the same set of real-time data, eliminating doubts about data accuracy.
  
  

6. Customer experience will receive heightened attention

Customer satisfaction is critical for service organizations. It impacts sales, repeat sales, reputation, and brand—leading to an impact on revenue. Fortunately, modern service management solutions allow for this shift, giving managers tools to track personalized KPIs, such as customer satisfaction.

Other software features that support positive customer engagement:

• Self-service portals. Today’s customers appreciate online tools so they can access information about their account status—such as warranties—and submit service requests.
• Collaboration tools. Technicians and customers can communicate about changes to the expected arrival window as they happen, keeping the customer informed about delays.
  
  

7. The ROI of technology will be a high priority

The topic of ROI will be tricky in 2025. Field service organizations will place a high value on it, but they have the potential to misjudge what criteria to seek and how long it should take to achieve ROI status. While fast ROI is important, some broad initiatives, like customer satisfaction, may be harder to define and measure. Care should be taken upfront to determine how ROI will be measured. Balancing a combination of short-term and longer-term business goals will help to manage risks and encourage pragmatic investments. Tracking ROI will help organizations:

• Achieve continuous improvement. Managers can monitor the results of new initiatives to ensure progress toward goals is being made. If results are less than expected, process changes can be made.
• Prove the value of investing in technology. Collecting data about ROI, helps the organization, including the CFO and Controller, understand the positive financial impact of improved processes. This data helps justify future investments and helps set realistic expectations.
  
  

Closing thoughts

These predictions show that software will play an important role in helping organizations achieve their field service goals in 2025. Working with a service provider that emphasizes innovation and continues to refine its solutions is important. As customer expectations change often, the solution you use should too. Modern SaaS solutions, like ServicePower offers, are regularly updated, bringing new functionality to market. If you are muddling along with an outdated solution, it’s time to invest in a modern solution. Advanced capabilities will help you remain competitive.

Stay alert. Stay agile. Stay informed. Read our blog often to stay up to date on technology trends.

Remember, the complete whitepaper on industry trends can be downloaded, too.