Salesforce report shows 95% of field service firms use AI, 85% plan higher spend
CRM•Execution and operational constraints
Execution risk rose as turnover climbed, with 66% reporting higher mobile worker churn over two years, led by insufficient training on new technology.
Operational constraints persisted, with 61% reporting limited onsite access to needed customer data, limiting follow-through on AI recommendations.
Technology fragmentation and ROI tracking
Platform fragmentation remained a key barrier, with just 16% reporting unified field and back-office technology, complicating ROI measurement despite 85% tracking returns.
AI adoption and spending plans among field service firms
Salesforce research found 95% of field service organizations use AI, and 85% plan higher AI spending over the next 1-2 years.
Reported benefits from AI-powered scheduling and dispatch
AI-powered scheduling and dispatch was linked to monetization, with 57% reporting higher revenue per job, 49% lower labor costs, and 52% reduced emissions.
