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1641973

現場服務管理 (FSM)：市場佔有率分析、產業趨勢與統計、成長預測（2025-2030 年）

Field Service Management (FSM) - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
出版日期: | 出版商: Mordor Intelligence | 英文 150 Pages | 商品交期: 2-3個工作天內

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簡介目錄

現場服務管理 (FSM) 市場規模在 2025 年預計為 55.2 億美元，預計到 2030 年將達到 96 億美元，預測期內（2025-2030 年）的複合年成長率為 11.7%。

現場服務管理 (FSM)-市場-IMG1

在高風險的 COVID-19 疫情期間，現場服務管理 (FSM) 公司面臨巨大的壓力，需要有效地領導他們的團隊並確保安全合規。不容忍任何溝通錯誤和不信任的情況。 《哈佛商業評論》稱，疫情爆發之前，美國民眾對組織的平均信任度僅 70%。由於緊張的情況會加劇恐懼和不信任，因此此時注重在組織內建立信任就顯得更為重要。

主要亮點

  • 供應商實施各種定價策略以在競爭激烈的市場中生存。由於技術進步，軟體供應商正在採用以客戶為中心的定價策略。 FSM 產業中的幾家供應商正專注於提供基於價值的定價模型，以滿足客戶的需求和價值。軟體解決方案的定價是基於解決方案的差異化特徵及其為客戶提供的附加價值。
  • 在預測期內，由於對更好、更快服務的需求不斷成長，人們對軟體即服務 (SaaS) 軟體的偏好預計將顯著增加，而非傳統的內部部署軟體。隨著雲端運算在現場服務管理市場的成長，許多企業正在轉向雲端基礎的FSM 解決方案。這些解決方案減輕了IT部門的負擔，並允許外部服務提供者為使用者提供支援和維護。
  • 市場上的供應商正在擴大他們的服務，從而提高了市場知名度和成長機會。例如，2022 年 5 月，主要企業的現場服務管理 (FSM) 軟體公司 ServicePower 宣布其服務現已在法國推出。
  • 這家現場服務管理專家已確認將在歐洲擴張，幫助零售商、保險公司、家電製造商和家庭服務公司為客戶提供一流的客製化服務，同時實現顯著的業務效率。
  • OEM（目的地設備製造商）正在擁抱工業物聯網 (IIoT) 來提供新服務，並使用現代 FSM 系統來管理現場服務交付，從而導致對 FSM 解決方案的需求增加。此外，機器學習提供了新的競爭優勢來源。為了成功實現這一點，需要一個現代化的 FSM 解決方案。現場服務管理解決方案的採用正在增加，因為它們可以在不增加現場勞動力的情況下提高勞動力生產力並簡化業務流程。
  • 此外，由於對省時省錢的解決方案的需求不斷成長，現場服務管理行業在過去幾年中經歷了快速成長。在美國和歐洲等成熟市場，多項研究發現，由於人口結構惡化，現場服務勞動力短缺，這導致公司轉向後端自動化。

現場服務管理 (FSM) 市場趨勢

服務合約管理將佔據較大的市場佔有率

  • 依賴外部承包商和第三方服務提供者進行現場工作的公司也需要與企業業務類似的能力。但客戶詳細資訊和可見性在這裡更為重要。透過部分或全部外包現場服務，公司可以降低人事費用並擴大業務。將工作分配給承包商後，公司無法知道服務何時提供、耗時多長時間，甚至無法知道問題是否已解決，直到他們開始收到客戶申訴。用於外包服務的 FSM 軟體主要提供承包商服務交付的可見性，使第三方技術人員與組織的內部員工難以區分。
  • 公司現在可以透過其 FSM 軟體解決方案中的供應商入口網站管理承包商和相關的管理業務。與傳統現場工作人員一樣，承包商需要即時存取工作訂單資訊、零件可用性以及服務交付和索賠提交的快速報告。需要派遣技術人員到某個地點的客戶電話也可以由公司派遣給技術人員或當地服務合作夥伴。此外，這些入口網站可以存在於公司的主要介面之外，讓每個人都能存取他們需要的內容，同時仍能確保公司資料的安全。
  • 透過與外部員工進行這種雙向互動，服務公司主要向客戶提供技術人員到達時間的最新資訊，監控工作訂單以確保符合 SLA，並且可以向​​承包商發出最後一刻的時間表變更，以創造更多最佳化調度和計劃機會。
  • 市場上的供應商一直在提供創新的解決方案來滿足客戶的需求。例如，Mize Inc. 提供服務合約管理軟體和解決方案，使第三方管理員 (TPA)、製造商 (OEM)、零售商和通路合作夥伴能夠設定、銷售、管理、追蹤和分析各種服務計劃。我們提供解決方案。
  • 此外，由於其資料安全性高、擴充性和更好的資料管理能力等優勢，雲端整合合約管理解決方案正被各種組織採用，允許各個行業（包括公共和私營）的組織起草、談判合約，並在一個地方簽署，核准，追蹤和更新。

亞太地區成長率強勁

  • 預計亞太地區的現場服務管理市場將顯著成長。該地區擁有許多中小型企業，並大量參與開發和實施現場服務和管理解決方案，這是快速成長的因素。隨著現場服務和行動崗位範圍的不斷擴大，行動工作者崗位在該地區比以往任何時候都更加普遍，支援技術計劃採用行動應用程式。
  • 在中國、印度、新加坡、日本和韓國等新興國家，越來越需要根據客戶滿意度提供差異化服務。這些期望在未來只會成長，使用現場服務管理軟體的組織必須確保改善現場工作人員和客戶之間的溝通並有效率地提供服務。
  • 此外，由於大規模工業化，該地區的現場服務管理市場正在經歷新的擴張。由於地理區域不斷擴大和基本客群強勁，該地區的現場服務管理市場預計將穩定成長。該地區技術用戶數量的增加將進一步推動現場服務管理市場的成長。
  • 印度是亞太地區現場服務管理解決方案、雲端運算和人工智慧（AI）的主要市場之一。中小企業對雲端運算和人工智慧的採用日益增多以及所有終端用戶對人工智慧技術的投資不斷增加是推動市場發展的關鍵因素。根據 Yotta 的調查，37% 的印度企業擁有基於雲端的數位基礎設施，預計到 2022 年將有超過 60% 的企業採用雲端。此外，自動化、機器對機器通訊、雲端製造和雲端人工智慧的市場不斷擴大，直接推動了對現場服務管理平台的需求。因此，對 FSM 解決方案的需求正在增加。
  • 例如，2022 年 7 月，印度普納Birlasoft Limited（一家數位和IT 服務公司，隸屬於價值28 億美元的多元化CK Birla Group）利用RISE 與SAP 建立合作夥伴關係。的數位環境雲化。隨著企業採用「雲端優先」策略，我們相信 Birlasoft 可以大幅加速其客戶的轉型之旅。

現場服務管理 (FSM) 產業概覽

現場服務管理（FSM）市場格局仍然高度分散。有許多供應商提供已打包的 FSM 軟體解決方案，但沒有一家 FSM 供應商能夠主導全球或區域市場。多個參與者正在市場上結盟、擴張和合作，以增加市場佔有率。

  • 2022 年 5 月-現場服務管理 (FSM) 軟體公司 ServicePower 宣布法國市場現已向其服務開放。此現場服務管理專家致力於透過幫助企業提供客製化的消費者體驗並實現顯著的業務效率來促進其在歐洲的發展。此外，ServicePower 平台還透過使用最佳化演算法和人工智慧功能，提供了多種有用的解決方案來處理與保固、維修和產品交換相關的客戶請求。

其他福利：

  • Excel 格式的市場預測 (ME) 表
  • 3 個月的分析師支持

目錄

第 1 章 簡介

  • 研究假設和市場定義
  • 研究範圍

第2章調查方法

第3章執行摘要

第4章 市場洞察

  • 市場概況
  • 產業吸引力－波特五力分析
    • 供應商的議價能力
    • 消費者議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭對手之間的競爭強度
  • 產業價值鏈分析
  • FSM 的關鍵使用案例分析（AR/VR 遠端協助、專注於客戶維繫和服務的預測性維護、逐步轉向後端自動化）
  • 買家需考慮的關鍵因素與必要事項
  • COVID-19 如何影響現場服務業
  • 技術簡介

第5章 市場動態

  • 市場促進因素
    • 更加重視最大限度地提高工作效率
    • 行動性和採用雲端基礎的解決方案等技術趨勢
    • 創造新的銷售機會
  • 市場挑戰
    • 資料隱私問題、實施與整合問題、授權成本

第6章 市場細分

  • 依部署類型
    • 本地
    • 雲
  • 按組織規模
    • 中小企業
    • 大型企業
  • FSM 軟體和服務（按類型）
    • 調度、調度和路線最佳化
    • 服務合約管理
    • 工單管理
    • 客戶管理
    • 庫存管理
    • 其他軟體（發票、帳單、保固管理）
    • 服務詳情
  • 按最終用戶
    • Allied FM（硬體 - 建築和空調，軟體 - 園林綠化和清潔）
    • 資訊科技和電信
    • 醫療保健和生命科學
    • 能源和公共產業
    • 石油和天然氣
    • 製造業
    • 其他最終使用者（運輸、房地產等）
  • 地區
    • 北美洲
      • 美國
      • 加拿大
    • 歐洲
      • 英國
      • 德國
      • 法國
    • 亞洲
    • 澳洲和紐西蘭
  • 拉丁美洲
  • 中東和非洲

第7章 競爭格局

  • 公司簡介
    • Field Aware US, Inc.
    • Oracle Corporation（OFSC）
    • IFS AB
    • ServiceMax Inc.
    • ServicePower, Inc.
    • Coresystems（SAP SE）
    • Microsoft Corporation（Dynamics 365 for Field Service）
    • Accruent LLC（Fortive Corp）
    • Mize, Inc.
    • Salesforce.com, Inc.（Field Service Cloud）
    • Zinier, Inc.
    • Trimble Inc.
    • The simPRO Group Pty Limited
    • Kirona Solutions Limited

第8章投資分析

第9章：未來展望

簡介目錄
Product Code: 63875

The Field Service Management Market size is estimated at USD 5.52 billion in 2025, and is expected to reach USD 9.60 billion by 2030, at a CAGR of 11.7% during the forecast period (2025-2030).

Field Service Management (FSM) - Market - IMG1

Field service management firms are experiencing immense pressure to effectively lead teams and ensure safety compliance with the outbreak of COVID-19, where the risks are running high. There is no space for miscommunication or distrust. According to Harvard Business Review, before the pandemic, the U.S. average for organizational trust was only 70%. Seeing as stressful situations exacerbate fear and distrust, it is even more critical at this point to focus on developing confidence within the organization.

Key Highlights

  • Vendors implement various pricing strategies to survive in the competitive market environment. The software vendors are adopting customer-centric pricing strategies enabled by technological advancements. Several vendors in the FSM industry are focusing on providing value-based pricing models depending on the customers' needs and value perceptions. The software solution pricing is based on the differentiating characteristics of the solution and the value-added features given to the customers.
  • The preference for software-as-a-service (SaaS) over traditional on-premise software is set to increase considerably during the forecast period, aided by the growing demand for better and faster service. With the growth of cloud computing in the field service management market, many enterprises are switching to cloud-based FSM solutions. These solutions ease the burden on the I.T. department and allow the external service providers to offer support and maintenance to their users.
  • The vendors in the market are expanding their services, which results in increasing their visibilty and growth opportunities in the market. For instance In May 2022, ServicePower, a leading Field Service Management (FSM) software company, has announced that its services are now available in France.
  • The field service management specialist confirms its expansion in Europe and its ambition to assist retailers, insurance companies, consumer electronics companies, and home service companies in providing tailored first-class experiences to their customers while achieving significant operational efficiencies.
  • The original equipment manufacturers are adopting the industrial Internet of things (IIoT) for new services, which require a modern FSM system to manage the field service delivery leading to an increased demand for FSM solutions. Additionally, machine learning provides new sources of competitive advantage. The successful execution of this requires modern FSM solutions. There has been an increasing adoption of field service management solutions, as it improves workforce productivity and streamlines the business process without increasing the size of the field-based workforce.
  • Also, the field service management industry has witnessed rapid growth over the last few years, buoyed by the increasing demand for time and cost-effective solutions. Several studies have revealed that there would be a shortage of field service workforce in mature markets such as the U.S. and Europe due to the prevalent demographic conditions, which has, in turn, led to organizations placing a higher emphasis on back-end automation and the use of advanced technologies to enable remote monitoring.

Field Service Management Market Trends

Service Contract Management to Hold Significant Market Share

  • Businesses relying on outside contractors or third-party service providers for fieldwork also require the same functionality as enterprise businesses. Still, the client details and visibility are even more important here. Outsourcing field services, partial or full, can help companies reduce labor costs and expand their operations. After a job is assigned to a contractor, multiple companies had no way to know when service is delivered, how long it took, or if the issue is even resolved until they started receiving customer complaints. The FSM software for outsourced services primarily provides visibility into the contractor service delivery making third-party technicians indistinguishable from an organization's internal workforce.
  • The companies have now become able to manage their contractors and related administrative tasks through vendor portals within the FSM software solution. Just as with traditional field workers, contractors also need real-time access to the work order information, parts availability, and the ability to report back quickly on service delivery and submit claims. The customer calls requiring a technician on-site can also be dispatched by a company to its technicians or a local service partner. Moreover, these portals can exist outside the main company interface so that the company data remains secure while allowing everyone to access what they need.
  • Providing this two-way interaction with the outside employees primarily enables service companies to issue last-minute schedule changes to the contractors, majorly providing updates to their customers about technician arrival times, monitor work orders in order to ensure SLA compliance, and even create opportunities for optimized scheduling and planning.
  • Vendors in the market have been offering innovative solutions to satisfy their client's needs. For example, Mize Inc. provides its service contract management software and solutions to help third-party administrators (TPAs), manufacturers (OEMs), retailers, and channel partners to set up, sell, administer, track, and analyze various service programs.
  • Additionally, the adoption of cloud-integrated contract management solutions across various organizations due to its benefit in high data security, scalability, and better data management features, which allow organizations from multiple industries in the public and private sectors to draft, negotiate, sign, approve, track, and renew contracts in one centralized location.

Asia Pacific to Witness Significant Growth Rate

  • The Asia Pacific is expected to witness significant field service management market growth. The rapid growth rate is attributed to the region being home to many SMEs, which are highly involved in developing and adopting field services and their management solutions. With an increasingly wide range of field services and mobile roles available, the role of the mobile worker is more prevalent than before in the region, supporting the adoption of mobile apps for technical projects, which would drive the market in the APAC region.
  • In developing countries, including China, India, Singapore, Japan, and South Korea, the increasing need to differentiate services through customer satisfaction is now more prevalent. These expectations will likely grow, and organizations using field service management software must ensure improved communication between field staff and customers, ensuring services are delivered efficiently.
  • Additionally, the field service management market has an emerging scope in the region, majorly due to large-scale industrialization. The region is expected to exhibit steady growth in the field service management market with enhanced geographic zones and a high client base. The growth in the number of technology users in the region further propels the growth of the field service management market.
  • India is one of the significant markets in the Asia pacific Region for field service management solutions, cloud computing, and artificial intelligence (AI). Growing cloud and AI adoption among SMEs and increased investments in AI technology by all end-users are significant factors driving the market. According to a Yotta survey, 37% of Indian enterprises had their digital infrastructure in the cloud, with more than 60% expected to be adopted through the cloud by 2022. Furthermore, the market's expansion in automation, machine-to-machine communication, cloud manufacturing, and cloud AI directly drives the demand for field service management platforms. As a result, the demand for FSM solutions is increasing.
  • For instances, In July 2022, Pune India Birlasoft Ltd, a digital and IT services company and part of the USD 2.8 billion diversified CK Birla Group, strengthened its relationship with SAP by leveraging RISE with SAP to transform its digital landscape onto the cloud. With enterprises adopting a 'Cloud-First' strategy, Birlasoft will be able to accelerate their clients' transformation journeys significantly.

Field Service Management Industry Overview

The Field Service Management (FSM) market landscape remains quite fragmented. Various vendors of pre-packaged FSM software solutions exist, but no single FSM vendor dominated the global market or any regional markets. Several players are forming partnerships, expansions, and collaborations in the market to increase their market share.

  • May 2022 - A Field Service Management (FSM) software company ServicePower has announced that the French market has been made open to its services. The field service management specialist affirms its European development by empowering businesses to provide customized consumer experiences while realizing significant operational efficiencies. Additionally, the ServicePower platform would offer a range of useful solutions for handling client demands connected to warranty, repair, and exchange of items due to the incorporation of optimization algorithms and the usage of artificial intelligence capabilities.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitute Products
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Industry Value Chain Analysis
  • 4.4 Analysis of Major FSM Use-cases (Emergence of AR/VR for Remote Assistanc, Focus on Predictive Maintenance for Customer Retention and Service, Gradual Transition Toward Back-end Automation)
  • 4.5 Key Considerations and Imperatives for Buyers
  • 4.6 Impact of COVID-19 on Field Service Industry
  • 4.7 Technology Snapshot

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Growing emphasis on maximizing work efficiency
    • 5.1.2 Technological trends such as mobility and adoption of cloud-based solutions
    • 5.1.3 Creation of new sales opportunities
  • 5.2 Market Challenges
    • 5.2.1 Data confidentiality concerns, Implementation/Integration Issues, and Licensing Costs

6 MARKET SEGMENTATION

  • 6.1 Deployment Type
    • 6.1.1 On-premises
    • 6.1.2 Cloud
  • 6.2 Organisation Size
    • 6.2.1 Small and Medium Enterprises
    • 6.2.2 Large Enterprises
  • 6.3 FSM Software and Service Type
    • 6.3.1 Scheduling, Dispatch & Route Optimization
    • 6.3.2 Service Contract Management
    • 6.3.3 Work Order Management
    • 6.3.4 Customer Management
    • 6.3.5 Inventory Management
    • 6.3.6 Other Software (Billing, Invoicing and Warranty Management)
    • 6.3.7 Services
  • 6.4 End-User
    • 6.4.1 Allied FM (Hard - Building and HVAC and Soft - Landscaping & Cleaning)
    • 6.4.2 IT and Telecom
    • 6.4.3 Healthcare and Lifesciences
    • 6.4.4 Energy and Utilities
    • 6.4.5 Oil and Gas
    • 6.4.6 Manufacturing
    • 6.4.7 Other End-Users (Transportation, Real Estate, etc.)
  • 6.5 Geography
    • 6.5.1 North America
      • 6.5.1.1 United States
      • 6.5.1.2 Canada
    • 6.5.2 Europe
      • 6.5.2.1 United Kingdom
      • 6.5.2.2 Germany
      • 6.5.2.3 France
    • 6.5.3 Asia
    • 6.5.4 Australia and New Zealand
  • 6.6 Latin America
  • 6.7 Middle East and Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Field Aware US, Inc.
    • 7.1.2 Oracle Corporation (OFSC)
    • 7.1.3 IFS AB
    • 7.1.4 ServiceMax Inc.
    • 7.1.5 ServicePower, Inc.
    • 7.1.6 Coresystems (SAP SE)
    • 7.1.7 Microsoft Corporation (Dynamics 365 for Field Service)
    • 7.1.8 Accruent LLC (Fortive Corp)
    • 7.1.9 Mize, Inc.
    • 7.1.10 Salesforce.com, Inc. (Field Service Cloud)
    • 7.1.11 Zinier, Inc.
    • 7.1.12 Trimble Inc.
    • 7.1.13 The simPRO Group Pty Limited
    • 7.1.14 Kirona Solutions Limited

8 INVESTMENT ANALYSIS

9 FUTURE OUTLOOK