A new Salesforce report, titled "State of Field Service: The Road to Revenue in the Agentic Era," reveals that 66% of organizations have recorded an increase in turnover among professionals responsible for installations, maintenance, and repairs over the past two years. Lack of training and support in adopting new technologies emerges as one of the main causes, in a context where 95% of organizations already use some form of artificial intelligence in field operations. Despite this, 85% of companies expect to increase investment in this area over the next one to two years.
The study indicates that 57% of organizations using AI to plan interventions and distribute teams record an increase in revenue per service and in professional productivity. Among these companies, 49% also report a reduction in labor costs. Technology is applied to decisions such as choosing the most suitable worker, scheduling planning, and route definition, and is also used in customer communication (54%) and in direct support to professionals during interventions (51%).
Technology integration remains, however, a significant challenge. Only 16% of organizations state that they have the systems used in the field and by the back office combined on a single platform, and 61% acknowledge that professionals have limited access to relevant customer data. The use of more traditional tools remains high, with 52% of companies continuing to use spreadsheets and 43% maintaining manual records. Although 85% of managers state they have already measured the return on investment in AI, 40% acknowledge difficulties in determining whether the technology is effectively producing the expected results.
When choosing partners for the implementation of AI agents, organizations prioritize transparency, security and data privacy, quality of support provided, and the existence of external validation, above cost and return on investment. For the next 12 months, the main priorities identified are improving customer satisfaction, increasing productivity, strengthening security, and growing revenue.
