Field Services Evolution

Field service management has come a long way from fleets of full-time engineers driving route to route. By the late ’90s, that model had become cost-prohibitive for large OEMs and integrators, giving way to more efficient approaches that subcontracted work to regional providers and, eventually, to independent contractors.

The rise of the gig economy accelerated this shift—streamlining coverage, improving flexibility, and reshaping how on-site work gets done.

The field service management market is steadily evolving as infrastructure becomes more complex and distributed—especially in retail.

Companies need dependable, affordable on-site support, better coordination of dispersed workforces, and consistent customer outcomes.

Many legacy platforms deliver scale and automation, but often struggle to cultivate a truly engaged, high-performing technician community.

The next chapter is here: AI that predicts demand, routes work intelligently, and validates quality in real time. Paired with a people-first model, it unlocks greater efficiency, lower costs, and better experiences for clients and technicians alike.