Nearly 80% of high-performing field service organizations use AI

Nearly 80% of high-performing field service organizations use AI

- Research from Salesforce unpacks the forces shaping field service operations as companies adapt to growing customer expectations, new technologies, and an uncertain economic environment.

DUBAI, UAE — Efficient, personalized customer service is more important than ever — especially when it’s in someone’s home or business.

Today, 88% of customers say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company’s front lines, field service teams have a unique opportunity to manage these expectations and grow customer relationships through interactions that drive repeat revenue. Amid economic uncertainty, these efforts can unlock field service’s potential as a key revenue driver.

To understand what organizations need to succeed in these efforts, Salesforce shared a deep-dive look at field service from its recent State of Service survey data with global* insights from 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations.

Decision makers view field service as an emerging revenue driver

Field service teams are often a company’s first physical contact for customers — a vital role that, if done well, can lead to loyal customers. In fact, 86% of decision makers at companies with