Companies adopting AI and ML to optimize
field service management, improve CX
Two-thirds of enterprises will be using AI to manage field
service operations by 2028, tightening control over the many
variables involved in providing on-site customer support, according
to new research from global AI-centered technology research and
advisory firm Information Services Group (ISG) (Nasdaq: III).
The ISG Buyers Guides™ for Field Service Management, produced by
ISG Software Research, find a growing number of companies are
adopting AI and ML in field service management (FSM) to optimize
operations, improve customer experience and forecast maintenance
needs. This trend aligns with a broader shift from reactive to
proactive service delivery, which can help companies better engage
with customers and meet their demands for speed and
reliability.
“Current FSM platforms enable more timely, accurate and smoother
customer service by tapping into deeper sources of data,” said
Keith Dawson, research director, Customer Experience, with ISG
Software Research. “This lets companies predict when certain types
of service will be needed and even inform the customer in
advance.”
Integration of AI and ML is the latest stage in the evolution of
FSM software, which is now designed around mobility, automation and
data-driven decision-making, the reports say. Like IoT-enabled
remote monitoring and predictive maintenance, AI is beginning to
transform the deployment of field service technical teams.
AI-powered analytics, along with the growing availability of
real-time data, enables enterprises to use field service resources
more efficiently and effectively. By 2029, remote sensing and IoT
will become standard tools for reducing the need for on-site visits
and calls to service centers, ISG says. These tools also will
support proactive maintenance employing AI to analyze historical
data and usage patterns to anticipate service needs.
Customer engagement with FSM is increasingly proactive and
customer-centric, allowing customers to track requests and provide
feedback. ISG advises enterprises to consider field service systems
with integrated customer engagement across multiple communication
channels along with self-service capabilities.
Field service is a major success factor in the manufacturing,
consumer and utilities industries, which are expected to provide
proactive maintenance and support and repair and operational
services to customers in addition to supporting their own
infrastructure, the research finds. AI-based predictive tools,
including evolving agentic AI, are providing a more precise view of
what needs to be repaired and when, while supporting interactions
between remote teams and customers.
In the power and utilities industry, field service challenges
are growing with the rising use of renewable energy and EVs and the
development of smart cities, ISG says. Field service operations
need to continuously support the expectations of consumers for
uninterrupted service and strong customer support. It requires not
just worker dispatch but a complex orchestration that includes
optimizing processes and automating as much of the workflow as
possible.
For its 2025 Buyers Guides™ for Field Service Management, ISG
evaluated software providers across five platform categories –
Field Service Management, Field Service Customer Engagement, Field
Service Proactive Maintenance, Manufacturing Field Service and
Power and Utilities Field Service – and produced a separate Buyers
Guide for each. A total of 23 providers were assessed: Comarch,
CSG, Epicor, FSM Global, IBM, IFS, Infor, Kapture CX, Microsoft,
Nomadia, Odoo, Oracle, Oracle NetSuite, OverIT, Praxedo, PTC,
Salesforce, SAP, ServiceNow, ServicePower, ServiceTitan, Simpro and
Synchron.
ISG Software Research rates and ranks software providers and
products on seven performance categories. Five are product-related:
usability, manageability, reliability, capability and adaptability.
Two are customer assurance-related: validation and total cost of
ownership and return on investment (TCO/ROI). Providers ranked in
the top three for each performance category are named Leaders.
Within each platform category, those with the most Leader rankings
are named Overall Leaders.
The 2025 Buyers Guides™ for Field Service Management named the
following Overall Leaders:
Field Service Management: ServiceNow earned the highest
overall rating, followed by Salesforce and Oracle. All three were
designated Leaders in all seven performance categories. IBM, IFS,
Infor, Microsoft, Oracle NetSuite, PTC and SAP were rated
Exemplary. Kapture CX and Praxedo were rated Innovative.
Field Service Customer Engagement: ServiceNow topped the
list, followed by Salesforce and Oracle, with each rated as a
Leader across all seven performance categories. IBM, IFS, Infor,
PTC and SAP were rated Exemplary, while Microsoft and Kapture CX
were rated Innovative.
Field Service Proactive Maintenance: ServiceNow,
Salesforce and Oracle topped the ratings, and all three were
designated as Leaders across the seven performance categories. IBM,
IFS, Infor, PTC and SAP were rated Exemplary, and Microsoft was
rated Innovative.
Manufacturing Field Service: Salesforce earned the top
rating, followed closely by Oracle, with both designated as Leaders
in all seven performance categories. IFS came in third, rated as
Exemplary and a Leader in five performance categories. IBM was
rated as Exemplary.
Power and Utilities Field Service: Salesforce topped the
ratings, followed by IFS, with both designated as Leaders in all
seven performance categories. IBM was rated as a Leader in five
categories.
“Consumers consider field service a test of a company’s basic
competence to support products and services,” said Mark Smith,
partner and chief software analyst, ISG Software Research. “For the
first time, in-depth software provider research on field service
and supporting requirements is now available from ISG to help
enterprises choose the FSM software that meets their needs.”
The ISG Buyers Guides™ for Field Service Management are the
distillation of a year of market and product research efforts. The
research is not sponsored nor influenced by software providers and
is conducted solely to help enterprises optimize their business and
IT investments in software products.
Visit this webpage to learn more about the ISG Buyers Guides™
for Field Service Management and read executive summaries of each
of the five reports. The complete reports, including provider
rankings across seven product and customer experience dimensions
and detailed research findings on each provider, are available by
contacting ISG Software Research.
About ISG Software Research
ISG Software Research provides authoritative coverage and
analysis of the business and IT software industry. It distributes
research and insights daily through its user community, and
provides a portfolio of consulting, advisory, research and
education services for enterprises, software and service providers,
and investment firms. Its ISG Buyers Guides™ help enterprises
evaluate and select software providers through tailored assessments
powered by ISG’s proprietary methodology. Visitresearch.isg-one.com
for more information and to sign up for free community
membership.
About ISG
ISG (Nasdaq: III) is a global AI-centered technology research
and advisory firm. A trusted partner to more than 900 clients,
including 75 of the world’s top 100 enterprises, ISG is a long-time
leader in technology and business services that is now at the
forefront of leveraging AI to help organizations achieve
operational excellence and faster growth. The firm, founded in
2006, is known for its proprietary market data, in-depth knowledge
of provider ecosystems, and the expertise of its 1,600
professionals worldwide working together to help clients maximize
the value of their technology investments.
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version on businesswire.com: https://www.businesswire.com/news/home/20250331928626/en/
Press Contacts: Will Thoretz, ISG +1 203 517 3119
will.thoretz@isg-one.com
Julianna Sheridan, Matter Communications for ISG +1 978 518 4520
isg@matternow.com
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