The Evolution of Field Service Management

Going Beyond Break/Fix Use Cases


The field service landscape is changing as quickly as the technology that powers it. Basic metrics like employee utilization, first-time fix rates and windshield time were the main focus for field service providers in the past, but no more. Now, managers rightfully expect the software they use to help them meet far more complex business objectives and processes.

At the same time, most field service management (FSM) technology is still designed for traditional break/fix use cases, despite the fact that field service technicians only account for approximately 10% of mobile workers in the U.S.

Operations and field service leaders will learn how modern FSM technology has evolved to go beyond the traditional break/fix or maintenance uses cases to reduce costs while increasing customer and employee satisfaction.


David Benoit

President & General Manager
ServiceMaster Clean Vancouver

David Benoit is the owner and general manager of ServiceMaster Clean Vancouver for over twenty years. The licensed company is a premier provider of residential and strata cleaning in the Metro Vancouver region. ServiceMaster Clean Vancouver has grown over the last twenty years from under ten employees to over eighty, supported by over twenty-five service vehicles. During this growth, the company has leveraged its use of technology to deliver its field service, and presently deliver over a thousand field service appointments a month.