Research Report: Software in Field Service: Benchmarking report (2014)

Across April and May of 2014 Field Service News in partnership with mplsystems undertook a research project to assess the current usage of field service and service management software.


The aim of this research was to establish what types of software are currently being used, how effective this software is, where there is room for improvement and finally what technologies the next generation of service software might incorporate.


The survey was split into four categories. Three of which were focussed on areas deemed to be the key elements of service management software i.e. scheduling systems, integration and interaction and management reporting.


The final section of the survey looked at future developments including which technologies that are currently on the horizon, are expected to appear in service management software within the next few years.


This is the third annual survey on this topic that has been undertaken which also allows us to draw conclusions about the trends that are emerging across a more significant time frame. 


It also gives us the chance to see which elements of service management software have become more commonly used and which are being superseded.

The previous surveys were “Service Management: Your Voice (2012)” and “Technology in Service Management 2013” both of which were published by Service Management Online Note: As former Editor of Service Management Online Kris Oldland, Editor-in-Chief, Field Service News, was involved in both of these projects so was able to ensure continuity across the questions in this year’s research.


The survey was hosted online and was aimed purely at field service professionals to ensure the results are a true representation of the industry. Respondents came from a wide range of industries including medical, white goods, engineering, oil and gas and telecommunications.


There was also a reasonably well-balanced representation of differing company sizes although there was a slight weighting towards the small to medium-sized companies with between 51 and 300 engineers.


Finally, respondents were predominantly UK-based although there were respondents from all over the world including Europe, America, Africa, and Asia.

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