Field service organizations are facing a critical turning point.
As customer expectations rise and skilled labor shortages intensify, mobile workers are being asked to do more with fewer resources. Technicians are often the only in-person connection between a company and its customers, yet they spend a significant portion of their time on administrative work instead of service delivery.
This whitepaper from Salesforce explores how high-performing field service organizations are using AI and connected data to improve productivity, generate revenue, and support technician well-being. Based on research from Salesforce’s global State of Service survey of more than 5,500 service professionals, the guide highlights key challenges and practical strategies for modern field service operations.
The report shows how connecting trusted CRM data with AI-powered tools enables technicians to spend less time on manual tasks and more time serving customers.
You will learn how:
- Skilled labor shortages and rising workloads are increasing burnout among mobile workers
- Salesforce data shows technicians spend only 32 percent of their time interacting with customers
- Connected data gives technicians a unified view of customer history and assets
- AI-powered scheduling, routing, and automation reduce administrative work
- Field service teams are increasingly responsible for revenue generation and upselling
- AI improves safety, efficiency, and customer satisfaction in the field
- Sustainability initiatives benefit from route optimization and proactive asset management
The whitepaper also highlights real-world examples, including how organizations like AAA use Salesforce Field Service and AI to reduce response times, cut costs, and deliver more personalized service experiences.
This guide is designed for service leaders, operations managers, and technology decision-makers responsible for scaling field service operations while maintaining high customer satisfaction and technician engagement.
Download the whitepaper from Salesforce to learn how AI and data can help field service organizations work smarter, support mobile workers, and deliver exceptional service at scale.
