SALESFORCE RESE ARCH P O W E R YO U R F R O N T L I N E W I T H F I E L D S E R V I C E M A N AG E M E N T 2

What You’ll Find

in This Guide
In this guide, learn how top-performing
businesses are innovating with field service Service Performance Levels
management to boost productivity and
efficiency amid a challenging economy
and increased customer expectations. The
High Performers
findings for field service from the "State
of Service," 5th Edition, underscore why
Rate their customer 42
42%
%
satisfaction as excellent
empowering your mobile workforce with the
right field service management solution is
critical to generate revenue, cut operational
costs, and build for the future.

Data in this guide is based on a subset of Underperformers

a double-blind survey conducted from 14% Rate their customer
satisfaction as fair or poor
May 6 to June 13, 2022, that generated
8,050 responses from customer service Moderate Performers
professionals across 36 countries. This subset
Rate their customer
satisfaction as good
44%
includes 1,792 field-based mobile workers 44%
and 3,393 decision makers at organizations
with field service operations. See the "State
of Service" report for more methodology and
respondent demographic details.

Salesforce Research provides data-driven insights to help

businesses transform how they drive customer success.
Browse all reports at salesforce.com/research.
SALESFORCE RESE ARCH P O W E R YO U R F R O N T L I N E W I T H F I E L D S E R V I C E M A N AG E M E N T 3

Contents
Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 04

Chapter 1: Field Service Drives Efficient Revenue Growth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 05

INNOVATION IN ACTION: Hologic Uses Field Service as a Revenue Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 08

INNOVATION IN ACTION: ADT Generates Higher Customer Satisfaction Scores at a Lower Cost . . . . . . . . . . . . 09

Chapter 2: Technology Drives Employee Productivity, Cost Savings, and Satisfaction . . . . . . . 12

INNOVATION IN ACTION: Honeywell Promotes Efficiency and Sustainability . . . . . . . . . . . . . . . . . . . . . . . . . . 14

INNOVATION IN ACTION: Veolia Maximizes Productivity and Sustainability . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3: Customer Service Extends to the Doorstep . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

INNOVATION IN ACTION: Fisher & Paykel Delivers Better Customer Experience . . . . . . . . . . . . . . . . . . . . . . . . 18

INNOVATION IN ACTION: Beldon Improves Customer Experience and Generates Cost Savings . . . . . . . . . . . . 19

A Look Ahead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
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Executive Summary
A talent shortage, rising costs, and increasing
customer expectations are challenging every 01 Field service becomes a key revenue channel.
Businesses across industries view field service as an emerging
industry, but field service teams are under
revenue channel. Eighty-six percent of decision makers at
particularly intense pressure. Consider, for
companies with field service believe it’s critical to growing
example, that 94% of customers say service
the business.
influences repeat buying decisions. With
your mobile workforce the only company
representatives they ever meet, and case
numbers and revenue demands rising, it’s
clear that the need to innovate is key for
02 Field service innovations drive operational
efficiency and cost savings.
success now. It isn’t enough to simply offer field service — high-performing
organizations increase productivity and save on costs when
In the fifth edition of "State of Service"
they equip teams with the right technology. Ninety-eight
report, Salesforce surveyed nearly 1,800
percent of field service management software users
field service professionals to learn what’s
credit it with productivity benefits.
next. What we found is that field service
management helps organizations prioritize
productivity, efficiency, and cost savings —
and every interaction is a key opportunity
to differentiate your business, deepen
03 Through innovation, field service organizations
deliver better customer outcomes.
customer loyalty, and build trust. Mobile workers are your brand ambassadors and often the
only human face your customers see. Sixty-five percent of
Keep reading to learn how leading mobile workers feel the weight of customer expectations,
companies are already transforming field more than any other type of service worker.
service and setting themselves up for
continued success.
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01 Field Service
Drives Efficient
Revenue Growth Organizations Depend on Mobile Workers
to Cross-Sell and Upsell
With rising costs, supply chain shortages,
and other macroeconomic uncertainties,
decision makers are looking for ways to
protect their margins. Mobile workers —
often the only company representatives
customers ever see — are taking on
increasing strategic importance. Given that
86 %
of decision makers
mobile workers are often in the right place consider field service
at the right time to influence future buying teams critical to growing
the business
decisions, decision makers are turning
to them to generate revenue: 82% of
organizations with field service depend on
mobile workers to upsell, and another 81%
expect mobile workers to cross-sell.

52 %
of high-performing mobile
workers say management
views customer service as a
revenue generator
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SPOTLIGHT
Mobile Workers
Know Your Customers Average Success Rate of Selling to an Existing Customer
Compared to a New Customer*
So what does that look like
in practice? Consider: Existing customer 65%

• Mobile
workers monitor customer
New customer 12.5%
reactions and sentiment, giving
organizations a bird’s-eye view into
overall satisfaction

• Customerstrust mobile workers to

69 %
have the skills, tools, knowledge, and
experience to help them with everything
from installation to service
of high-performing
mobile workers say
• With
valuable details that mobile workers
their organization tracks
collect about customer purchases, service revenue generated by
history, and usage data (like the number customer service
of power outages they’ve had over the
past year), companies can tailor future
marketing activities to relevant customer
needs and interests

• Mobile
workers can easily close timely
upsell and cross-sell opportunities,
like new subscriptions and equipment
upgrades, while also making proactive
recommendations for follow-up service

* Customer Retention Marketing vs. Customer Acquisition Marketing, OutboundEngine.com, April 12, 2022
 SALESFORCE RESE ARCH P O W E R YO U R F R O N T L I N E W I T H F I E L D S E R V I C E M A N AG E M E N T 7

01 Field Service
Drives Revenue
and Cost Savings Industries in Which Mobility Is the Highest Priority

Mobile workers’ in-depth knowledge of 1 Energy and utilities

products and services makes them a natural
2 Professional and business services
fit for these activities. Other industries are
taking notice of the added value that field 3 Life sciences and biotechnology
service brings to organizations; increasing
competition and the need to differentiate 4 Retail
means businesses in high-touch, consumer-
5 Supply chain and logistics
facing industries like healthcare, law,
life sciences, and retail, are getting in
on the game.
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INNOVATION IN ACTION “It’s always been a challenge in the

Hologic Uses
Field Service as a
Revenue Center
At Hologic, field service operates as a profit
center. For Hologic, a medical technology
manufacturer focused on women’s
healthcare, machines need to be up and
running at all times. Mobile workers need
to have the right information to fix issues
immediately, while providing optimized
service delivery in a cost-effective manner.
service world to not cross that trusted
partner boundary. We don’t want
to be perceived as selling, but we
have created opportunities for our
Field Service Engineers to facilitate
coverage compliance, expand our
existing product base, and generate
leads quickly.”
Pierre Malboeuf, VP,
Field Service Americas, Hologic

How do they do this? With the right tools:

Over 600 Hologic Field Service Engineers
use field service management software
to track and manage over 130,000
assets, maximizing system uptime, and
building customer trust. In fact, these
interactions account for more than 40%
of Hologic’s divisional revenue. Hologic’s
customers love the capabilities that field
service management offers, too. They can
book, manage, and track appointments
for implementation and preventive
maintenance, review billing statements, and
ensure contract and entitlement compliance.
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INNOVATION IN ACTION Virtual Service Enables Cost Savings, Higher Customer

Satisfaction, and Sustainability
ADT Generates Higher
Customer Satisfaction
Scores at a Lower Cost
At ADT, field service teams deliver alarm
system solutions that empower customers
40 %
of service volume is now
to protect the things that matter most.
virtual, avoiding 1 million
When market conditions meant ADT truck rolls per year
needed to rethink the ways it provides
efficient service on location, ADT turned to
Salesforce. Not only did it achieve higher
customer satisfaction scores in the process,
ADT also found cost savings by dialing up its
virtual service capabilities.

Powered by Service Cloud, ADT has

conducted over 200,000 virtual visits in the
first quarter of 2022 alone. The company
is able to solve 80% of virtual service
appointments without a truck roll, enabling
mobile workers to service customers faster
and lower costs, while also helping them
meet their sustainability goals.
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02 Technology Drives
Employee Productivity,
Cost Savings, and Field Service Organizations That Report Major/Moderate
Benefits of Field Service Management
Satisfaction
For 93% of mobile workers, there is a direct 94%

link between the employee experience Higher productivity 75%

and the customer experience. To support
their field service teams, organizations 93%
are improving operational efficiency and
Improved job satisfaction 71%
customer satisfaction with field service
High Performers Underperformers
management tools that reduce response
times and increase first-visit resolution
rates. Because these benefits enable mobile
workers to serve more customers faster,

98
84% of decision makers say they see major
returns from their field service investments. %
High-performing field service teams of mobile workers
are particularly enthusiastic about field who use field service
service management software. In fact, management credit it
with productivity benefits
of the 96% of high-performing field
service organizations that use field service
management, 90% report increased agility,
55% report higher productivity, and 53%
report improved job satisfaction.
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SPOTLIGHT
Automation and AI
Unlock Efficient Tools, Functionalities, and Resources Reported by
Operations Field Service Organizations

78%
So what is it about field service management
Artificial intelligence 62%
technology that promotes operational
efficiency? Artificial intelligence (AI) and
78%
automation are the keys that drive success:
78% of high-performing field service Chatbots 68%

organizations use AI and 83% use workflow

83%
automation, versus 59% and 68%,
Process/workflow
respectively, of all other organizations. automation 68%

With AI and automation, mobile 80%

Automated digital
workers can: transcription of
phone conversations 67%

• Use
tools like chatbots to schedule High Performers Underperformers
appointments, get real-time alerts, and
find the answers to questions

• Instantly
transcribe voice conversations,
saving time and eliminating the need for
customers to repeat themselves

• Speed
up workflows, like creating a new
account, placing an equipment order, or
scheduling service
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02 Technology Drives
Employee Productivity,
Cost Savings, and Field Service Management Emerges as the Difference-Maker
When It Comes to Customer and Employee Satisfaction
Satisfaction
The vast majority of mobile workers (90%)

93
also believe they can provide the same
level of customer service that their contact %
center agents can, including accessing the
same information while in the field. This is of mobile workers in high-
performing organizations
especially true for high performers: 94%
say job satisfaction is a
of mobile workers say they can access the
major benefit of field
same data in the field that their contact service management
center colleagues can with one platform.
The results? Higher productivity: 94% of
high-performing field service organizations
who use field service management say
productivity is a major benefit.
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02 Technology Drives
Employee Productivity,
Cost Savings, and Major Benefits That High Performers Are Seeing with Field
Service Management for Employees and Contractors
Satisfaction
Productivity 94%
Challenges remain, however, for
organizations that rely on contractors
Schedule optimization 94%
to expand their field service offerings.
For the 33% of mobile workforces who Ability to offer
contactless service 93%
employ contractors, 80% of decision
makers acknowledge that equipping them 93%
Job satisfaction
adequately is a challenge.
Management of
unexpected situations 93%
Contractors are an extension of your brand.
Customers should get the same level of
service regardless of who is dispatched to
them. So what’s the best way to provide
consistently excellent service from field
service contractors? Give them a field service
management solution that sets them up
for success with the right information at
the right time.
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INNOVATION IN ACTION Virtual Service Enables Faster Service Sustainably

Honeywell
Promotes Efficiency With Salesforce,
and Sustainability Honeywell can
solve up to

Can a business deliver excellent service,

drive efficiency, and improve sustainability
at the same time? Yes—Honeywell, a
30 %
of connected service
technology innovator across the aerospace, calls remotely
energy, retail, and logistics industries, is
doing all three.

Honeywell used to rely on in-person

service calls exclusively. That meant
slower resolution times and greater

52
carbon impact at a higher cost. But with
Salesforce, Honeywell reduced truck rolls, %
saved 150 tons of carbon emissions, and
unlocked over $11 million in mobile worker of high-performing
teams with field service
productivity every year. Service times
management see major
improved, too, leading to higher customer sustainability benefits
satisfaction scores.
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INNOVATION IN ACTION
“With Salesforce, we can make waste
Veolia Maximizes collections more efficient, which will
Productivity and help to further reduce our carbon
footprint and environmental impact.
Sustainability It’s integral to our sustainability vision.”
Veolia, a global water, waste, and energy Stuart Stock, CIO, Veolia UK and Ireland
management company, isn’t only focused on
helping its customers reduce their carbon
footprint, preserve natural resources, and
Veolia UK and Ireland:
protect biodiversity. The company is also
making its own operations more sustainable
Serves 85,000 commercial and municipal customers
and productive with help from Salesforce.

Veolia reduced waste across 400 sites by

transforming paper processes into digital Collects 381,000 tons of hazardous waste every year
workflows in Salesforce, using API to
ensure the company can follow regulations,
track waste consignments, and maximize Processed over 178,000 discarded TVs and monitors
recycling opportunities in real time. The
Field Service app enables hazardous waste
crews to prevent cross-contamination
and identify the greenest travel routes,
so workers can classify and dispose of
materials safely and efficiently.
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03 Customer Service
Extends to the Doorstep
Frontline teams aren’t simply service Customer Expectations and Case Numbers Are Rising
technicians; professionals across the
organization believe they’re brand
ambassadors who can make or break the
customer relationship. In fact, 65% of
mobile workers feel the weight of these
expectations — more than any other type of
88 %
of customers say the
service professional (60%). experience a company
provides is as important
At the same time customer expectations as its products or services
are rising, 60% of organizations say case — up from 80% in 2020*
volume has risen, making it harder to ensure
every customer interaction is positive.
The good news is that organizations are
supporting mobile workforces by increasing
budgets (62%) and headcount (61%). These
actions, plus automation and AI, enable
mobile workers to deliver excellent service
experiences faster and more efficiently.

* State of the Connected Customer, 5th Edition, Salesforce, 2022

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03 Customer Service
Extends to the Doorstep
With Speed and Quality Mission Critical, Automation Has
How are field service teams delivering
Never Been More Important
on the promise of better customer
experiences? First, most mobile workers
(66%) feel empowered by management
to treat customers with empathy. However,
equally important for mobile workers
is having access to data. With the latest
innovations in field service, such as the
57 %
of mobile workers
ability to apply automation and AI to in high-performing
common workflows and processes, mobile organizations believe
speed and quality are
workers balance the need for speed and
equally important
quality — a hurdle reported by 82%
of respondents.

High Performers Realize Greater Efficiencies with Processes

and Workflow Automation When It Comes to:

Time savings 95%

Ability to focus on
individual customers 94%

Time to take on
new projects 94%

Connection with
other departments 93%

Reduction of errors 92%

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INNOVATION IN ACTION “Our partnership with Salesforce

means the technology is less of the
Fisher & Paykel focus and we can concentrate more
Delivers Better on the customer, more on our people,
Customer Experience more on our product.”
Rudi Khoury, EVP, Marketing and Digital
For Fisher & Paykel, a premium appliance Transformation, Fisher & Paykel
manufacturer focused on human-centered
design, delivering excellent post-sales
customer experiences is a top priority.
To reduce pain points like call center and
appointment inefficiencies, the company
turned to Salesforce.

With Salesforce Field Service, Fisher &

Paykel enabled contact center operators to
troubleshoot new issues, book onsite field
technician appointments, and automate
service call confirmations. Customers
can track the arrival of their technician,
eliminating the need to stay at home for
hours at a time. And once the appointment
ends, customers are empowered to share
feedback where they can rate the
service provided.
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INNOVATION IN ACTION “We use automation throughout 22

steps to deliver a better product [and]
Beldon Roofing a better experience for the customer.
Improves Customer Without Field Service, I don’t think we
could have accomplished what we
Experience and wanted to deliver.”
Generates Cost Savings
Brad Beldon, CEO & Chief Culture Officer,
When Beldon Roofing, a family-owned Beldon Roofing
commercial roofing, window, and siding
company, was ready to uplevel the service
experiences it provides its customers and
save on costs at the same time, the company
turned to Salesforce. And the results have
been stunning.

With Salesforce, Beldon Roofing reduced the

time to complete onsite service visits by 30
minutes and improved virtual service times
by 10 minutes.
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03 A Look Ahead
As the field service management market
continues to evolve, what's next? Augmented
and virtual reality that will enable your Ready to get started?
technical teams to deliver real-time guidance
Join high-performing organizations and
in hybrid mode, blurring the line between
power efficient field service operations now
office and mobile workers.
with Salesforce Field Service.
AR-powered devices can overlay schematics
on equipment that requires in-person Learn more
service. This allows anyone — employees,
contractors, resellers, and subject matter
experts — to deliver excellent service. This
technology also permits customers to
handle minor repairs and maintenance
themselves, freeing up your mobile teams
to focus on more complex requests. VR can
also be used to train new employees and
contractors to solve challenging problems in
a risk-free way.

These innovations are poised to drive

field service management’s growth to an
estimated $8.06 billion by 2028. The bottom
line? Companies that innovate with field
service technology are setting themselves
up for success now.
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