FieldAware, a field service software company, conducted a survey of more than 200 field service companies to gain insight into the operational challenges those service companies face and their key areas of focus for improving business processes.


The study was composed of organizations where field service is a core component of the company’s business, and more than half of those companies employ more than 50 field workers. 


According to the survey, efficiency ranked as the most common area of concern, with 58 percent of participants reporting the need to improve efficiency of their field process and field workers as one of their top three greatest concerns. Productivity of the field workers was a close second with 53 percent. 


However, many field service businesses are addressing these concerns by incorporating mobile technologies into their operations, with 61 percent reporting that their field service workers are using smartphones or tablets as a part of delivering service to their customers.


Of those surveyed, 68 percent said their technicians respond to at least three service calls per day. Additionally, the most common business process that the field workers were responsible for was time reporting, as indicated by 39 percent of respondents. Only 11 percent reported that custom processes, unique to the organization, were the most common.


While 43 percent of respondents reported an average work order value above $500, how they manage work orders varied among the group. Thirty-nine percent of companies reported using third party management software, while 27 percent use an original application, and 22 percent still manage with paper-based forms and invoices.


“The survey offered great insight into the key challenges service companies face as part of their daily operations and further confirmed business owners are looking for ways to improve the efficiency of their field processes and workers,” said Brendan Sullivan, FieldAware’s chief marketing officer. 


With the proliferation of mobile electronic devices, FieldAware’s survey found more service-based companies are streamlining their operations with management software. It is an asset service-oriented electrical contractors may focus on to remain competitive.