The Future of Field Service: Trends to Watch in 2023

Field service has come a long way since its inception, and the industry is continuing to evolve rapidly. Advancements in technology and changing customer expectations are driving the industry forward, and businesses that want to stay ahead of the competition need to keep up with the latest trends. In this blog post, we will explore the top trends to watch in the field service industry in 2023.

Top Trends to Watch in 2023

1. Predictive maintenance

Predictive maintenance is an approach to maintenance that uses data analytics, machine learning, and other advanced technologies to identify potential equipment failures before they occur. By analyzing data from sensors and other sources, field service teams can detect patterns and anomalies that indicate a problem is likely to occur. This allows businesses to schedule maintenance proactively, reducing downtime and improving equipment reliability.

For example, an HVAC service provider might use predictive maintenance to monitor the performance of an air conditioning unit in a commercial building. By analyzing data from temperature sensors, humidity sensors, and other sources, the provider can detect when the unit is starting to show signs of wear and tear. This allows them to schedule maintenance before the unit breaks down, preventing costly downtime for the building owner.

2. Augmented Reality

Augmented reality (AR) is a technology that superimposes digital information onto the real world. In the field service industry, AR can be used to provide technicians with on-demand access to information, training, and troubleshooting support. By wearing AR glasses or using a mobile device, technicians can access schematics, service manuals, and other information while working on a piece of equipment.

For example, an elevator technician might use AR glasses to access a digital representation of the elevator's control panel. This allows the technician to quickly and easily identify components, diagnose problems, and access repair instructions.

Example: For instance, when a customer requests an HVAC repair service, the FSM software automatically generates a work order and assigns it to a technician who is in close proximity. The technician receives a notification on their mobile device, which includes all the necessary details. They can easily navigate to the customer's location, access the equipment history, diagnose the issue, and complete the repair efficiently, all with the help of FSM software.

3. Internet of Things (IoT)

The Internet of Things (IoT) is the network of physical devices, vehicles, home appliances, and other items embedded with electronics, software, sensors, and connectivity. In the field service industry, IoT can be used to monitor equipment performance, track inventory, and automate maintenance scheduling.

For example, a fleet management company might use IoT sensors to monitor the performance of its vehicles. By collecting data on factors like fuel efficiency, engine temperature, and tire pressure, the company can identify potential maintenance issues before they become major problems. This allows the company to schedule maintenance proactively, reducing downtime and improving vehicle reliability.

4. Mobile Field Service Management

Mobile field service management (FSM) refers to the use of mobile devices like smartphones and tablets to manage field service operations. By providing technicians with mobile access to customer information, work orders, and other data, businesses can improve efficiency and productivity.

For example, a plumbing company might use mobile FSM software to manage its technicians. The software allows technicians to view their schedules, receive real-time updates on work orders, and access customer information from their smartphones or tablets. This reduces the need for paper-based processes and improves communication between technicians and the office.

5. Customer Self-Service

Customer self-service refers to any support option that allows customers to solve their own problems without the need for human assistance. Some examples of customer self-service options include FAQs, knowledge bases, video tutorials, chatbots, mobile apps, and interactive voice response (IVR) systems.

For example, an appliance manufacturer might provide customers with a mobile app that includes troubleshooting guides and video tutorials. This allows customers to quickly and easily find the information they need to solve common problems, reducing the need for customer service calls.

In conclusion, the field service industry is evolving rapidly, and businesses that want to stay competitive need to stay on top of the latest trends. By embracing technologies

6. Artificial Intelligence and Machine Learning

AI and machine learning are becoming increasingly important in the field service industry. These technologies can help predict equipment failures and schedule preventative maintenance before a breakdown occurs. They can also help identify patterns and trends in service requests to optimize technician dispatch and improve first-time fix rates.

For example, GE Appliances has implemented an AI-powered tool that analyzes data from sensors in their appliances to predict when a part will fail and schedule a service appointment before the customer experiences a disruption. This has resulted in a 10% reduction in technician dispatches and a 25% improvement in first-time fix rates.

7. Augmented and Virtual Reality

Augmented and virtual reality technologies are also gaining traction in the field service industry. These technologies can provide remote assistance to technicians, allowing them to receive guidance and support from experts without having to be physically present at the job site. They can also provide immersive training experiences for new technicians.

For example, Siemens has developed an augmented reality platform that allows technicians to access digital information and support from experts remotely. This has reduced the need for on-site visits and improved the speed and quality of service.

8. Predictive Analytics

Predictive analytics involves using historical data and statistical algorithms to identify patterns and predict future outcomes. In the field service industry, predictive analytics can be used to forecast demand for service, predict equipment failures, and optimize technician schedules.

For example, Schneider Electric has implemented a predictive analytics solution that analyzes data from their electrical distribution equipment to identify patterns and predict future failures. This has allowed them to proactively schedule maintenance and reduce downtime for their customers.

9. Blockchain Technology

Blockchain technology is a distributed ledger technology that allows for secure, transparent, and immutable record-keeping. In the field service industry, blockchain technology can be used to securely store and share information about service history, warranties, and certifications.

For example, VeChain has developed a blockchain-based solution for tracking maintenance and service records for elevators and escalators. This allows building owners and service providers to easily access and verify service history, reducing the risk of fraud and ensuring compliance with regulatory requirements.

10. Field Service Management Apps

FSM software and mobile apps are also important technologies for field service businesses. These tools can help streamline operations, improve communication between technicians and dispatchers, and provide real-time updates to customers.

FSM software and mobile apps are also important technologies for field service businesses. These tools can help streamline operations, improve communication between technicians and dispatchers, and provide real-time updates to customers.

Mobile apps can provide technicians with all the information they need to complete a job, including work orders, customer history, and parts inventory. They can also allow technicians to access technical documentation and collaborate with other technicians and experts remotely.

Overall, FSM software and mobile apps are essential tools for field service organizations looking to improve their efficiency, reduce costs, and provide exceptional service to their customers.


The field service industry is undergoing rapid transformation, driven by advancements in technology and changing customer expectations. Companies that are able to adapt to these changes and embrace new technologies will be well-positioned for success in the years ahead. By leveraging the power of IoT, mobile technology, customer self-service, AI and machine learning, augmented and virtual reality, predictive analytics, and blockchain technology, field service organizations can improve efficiency, reduce costs, and deliver exceptional service to their customers.

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