This report from Verdantix, ‘Elevating Customer Experience Through Field Service Management’, highlights how field service management (FSM) has become a critical enabler of customer satisfaction, operational efficiency and long-term business growth. The report pulls from research with 53 enterprise decision-makers across North America, Western Europe and the Middle East, each generating revenues exceeding $250 million. It demonstrates that organizations are increasing investment in FSM technologies to improve service quality, reduce operational friction and strengthen customer trust.
Verdantix describes field service management software as: Workforce centric solutions accessed on mobile and desktop that allows businesses to organize, monitor, record, optimize and automate their personnel, operations and service processes deployed in the field. [1]
Customer experience is driving FSM investment
The research shows that organizations increasingly recognize the direct connection between field service performance and customer confidence. Customer satisfaction is already tracked extensively by 49% of respondents, while a further 26% plan to increase its use as a KPI. Employee satisfaction is equally important, with 49% already measuring it extensively and 42% intending to expand its use. The report concludes that engaged technicians deliver better service outcomes, creating a positive cycle of customer loyalty, repeat business and stronger market reputation.
Safety is the most closely monitored KPI, with 88% of organizations tracking those metrics extensively. In addition, first-time fix rates, equipment uptime and resolution times are increasingly recognized as critical measures of service excellence and customer satisfaction.
Organizations are increasing FSM spending
Investment in FSM solutions continues to grow as organizations seek to meet rising customer expectations. Among service providers, 78% expect to increase spending on FSM technologies over the next 12 months, while 60% of facilities providers also plan to increase investment.
These investments are being driven by the need to manage increasingly complex asset portfolios, improve responsiveness, streamline operations and deliver consistent service experiences across large and distributed customer bases.
Legacy systems remain a major obstacle
Despite the growing importance of FSM, many organizations continue to struggle with outdated processes and disconnected systems. The report identifies several key barriers:
- 79% cite limited budgets and resources as significant or very significant obstacles to FSM adoption.
- 60% identify resistance to change and user adoption as a major challenge.
- 78% report that siloed data across systems and departments significantly impacts knowledge management.
- Many organizations still rely on spreadsheets, including 26% for scheduling and dispatch, 25% for inspection management and 22% for mobile workforce management.
These manual and fragmented approaches limit visibility, increase errors and prevent organizations from delivering the proactive, customer-centric service experiences that modern organizations expect.
AI and integration are shaping the future of field service
The study finds that organizations are increasingly embracing AI, predictive maintenance and integrated technology ecosystems to improve service delivery and operational performance. Key trends include:
- 56% have already implemented energy management capabilities within FSM.
- 47% have implemented scheduling optimization tools.
- 42% have implemented predictive maintenance solutions.
- 42% have fully integrated Enterprise Asset Management (EAM) systems with FSM platforms.
- 47% have fully integrated facilities management software with FSM.
The report suggests that organizations adopting these innovations gain competitive advantages through reduced downtime, improved workforce productivity, enhanced safety and stronger customer engagement.
How Planon addresses these challenges
Verdantix highlights several capabilities within Planon's platform that directly address the most common barriers to modern field service management. Planon's integrated approach helps organizations move beyond fragmented systems and manual processes by connecting field service, asset management, energy management and customer engagement within a unified platform.
AI-powered knowledge management
Planon development of an AI-enabled assistant for customer knowledge management focuses on providing technicians with self-service access to information, advanced search functionality and categorized knowledge resources on any device. This helps reduce knowledge silos, improve first-time fix rates and accelerate issue resolution in the field.
Integrated energy and asset management
Planon connects energy management with FSM through integration of its native IoT platform with its energy management solution, enabling organizations to collect, validate and visualize consumption data. This supports data-driven maintenance decisions, extends asset life and helps identify sustainability improvement opportunities. With 56% of organizations already embedding energy management within FSM processes, this capability aligns directly with market priorities.
Enhanced customer engagement
The Planon Customer Portal and mobile Customer Engagement App provides real-time visibility into service requests, schedules and field activities, increasing transparency and communication between customers and service providers. This supports stronger customer relationships, greater trust and improved service experiences while reducing the administrative burden for service teams.
Conclusion
The Verdantix research makes a clear case that customer experience is becoming a strategic driver of FSM strategy and investment. Organizations that modernize field service operations are better positioned to improve customer satisfaction, increase employee engagement, reduce operational inefficiencies and strengthen long-term business performance.
Planon is well positioned to support this transformation through its integrated FSM, IoT, energy management, knowledge management and customer engagement capabilities. By helping organizations eliminate silos, leverage AI-driven insights and connect field operations with broader business processes, Planon enables firms to deliver faster, safer and more customer-centric service at scale.
[1] Source: What The CPO Needs To Know About Field Service Management Software
