适应当下方能引领未来

THE DATA IS CLEAR:ADAPTINGNOWMEANSLEADING THE FIELD INTOTHE FUTURE. T H E 2 0 2 5F I E L D S E R V I C EB E N C H M A R KR E P O R T CONTENT IntroductionThe Roadmap for Future-Ready ServiceKey FindingsHow We Compiled the Data03040506 Service Benchmarks Across 4 KPIsAvoidable Dispatch RateFirst Time Fix RateResolution TimeTime Between Service Visits0708101415 The field service industry is navigatingunprecedented challenges, from soaringcustomer expectations to a growingService Expertise Gap™ fueled by a skilledlabor crisis. But the future is bright:AItechnology, particularly AI for ServiceProfessionals, is reshaping thelandscape. A New Era in Efficiency: AI for ServiceProfessionals Meets the Shift LeftStrategy16 Start Your Journey to Service Excellence20 With 33% of service queries solvablewithout a service professional's help and14% of truck rolls deemed unnecessary,there's a big opportunity for AI-drivenstrategies like Shift Left Method to reducecosts, improve efficiency, and boostcustomer satisfaction.When using AI forservice professionals, there is a 39%improvement in Resolution Timevs.traditional methods of solving serviceproblems. The data is clear:adapting nowmeans leading thefield into the future. I N T R O D U C T I O N Meanwhile, inefficiencies persist. Onaverage,14% of all truck rolls areunnecessary, meaning that 1 in 7 on-sitevisits could be avoided with better toolsand processes. For top-performingcompanies, Avoidable Dispatch Rates dropto just 3%, making them eight times moreefficient than the bottom 20%. The financialupside is clear:even a modest 1% increasein Remote Resolutions can saveorganizations $1.1 million annually. Bridging theService ExpertiseGap™: How AI is RedefiningField Service in 2025 Field service is undergoing a seismic shift asthe industry grapples with challenges andunprecedented opportunities. In 2025,service leaders face the dual pressures ofsoaring customer expectations and theincreasing complexity of machinery.Compounding these challenges is the skilledlabor crisis—an aging workforce and ashrinking pool of qualified technicians arecreating a widening Service Expertise Gap™. The Shift Left Method is a pivotal strategywhen paired with AI for ServiceProfessionals. By addressing issues earlier,organizations can reduce resource strain,minimize downtime, and meet customerexpectations faster and more effectively.This can be done through self-servicetools, remote diagnostics, or enhanced callcenter support. But the story isn’t all about challenges; it’salso about transformation. AI technology,particularly AI for Service Professionals, isstepping in as a game-changer, reshapinghow field service organizations operate andthrive. This isn’t just about technology; it’s abouttransformation. AI for Service Professionalsenables service organizations to scaleexpert knowledge across their workforce,empowering customers, call center agents,and technicians alike to resolve issuesfaster and more effectively. In the process,it bridges the Service Expertise Gap™,ensuring that service teams are equippedto deliver exceptional results even asseasoned technicians retire. 33% of all service interactions aresimple, informational queries that couldbe self-solvedwith smarter tools, savingvaluable time and resources. Automatingthese responses frees up call centeragents to focus on complextroubleshooting, driving efficiency acrossthe board. When using AI,Aquant customersexperienced a 39% improvement inResolution Time and a 21% increase inaccuracy. These results translate tofaster resolutions, reduced customerdowntime, and fewer errors—all critical tomeeting today’s heightened servicedemands. The data is clear:organizations embracingthese innovations are not only closinggaps but also pulling ahead.Reducedservice costs, shorter Resolution Times,higher First Time Fix Rates, and greatercustomer satisfaction are just thebeginning. The good news is that your path toimprovement is laid out in your data. This reportprovides actionable insights to help you closethese gaps and unlock the full potential of yourorganization’s service operations.Here’s howto use the findings to get started: T H E R O A D M A PF O R F U T U R E -R E A D Y S E R V I C E Benchmark your KPIsagainst the best in theindustry—understand keymetrics like AvoidableDispatch Rate, First Time FixRate, Time Between ServiceVisits, and Resolution Time. Embrace AI for ServiceProfessionalsand see how itcan scale expertise,democratize knowledge, andreduce the burden on yourworkforce. Focus on efficiency—findways to reduce unnecessarydispatches and boost yourservice team’s productivitywhile maintaining the highestlevels of customersatisfaction. Address the ServiceExpertise Gap™—invest intools that empower everytechnician with the expertknowledge they need toresolve complex issuesquickly and efficiently. K E Y F I N D I N G S Lower Avoidable Dispatch Rates:Leadingorganizations have an Avoidable DispatchRate of just 3%, compared