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市场调查报告书
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1641973

现场服务管理 (FSM)：市场占有率分析、产业趋势与统计、成长预测（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个工作天内

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简介目录

现场服务管理 (FSM) 市场规模在 2025 年预计为 55.2 亿美元，预计到 2030 年将达到 96 亿美元，预测期内（2025-2030 年）的复合年增长率为 11.7%。

现场服务管理 (FSM)-市场-IMG1

在高风险的 COVID-19 疫情期间，现场服务管理 (FSM) 公司面临巨大的压力，需要有效地领导他们的团队并确保安全合规。不容忍任何沟通错误和不信任的情况。 《哈佛商业评论》称，疫情爆发之前，美国民众对组织的平均信任度仅 70%。由于紧张的情况会加剧恐惧和不信任，因此此时注重在组织内建立信任就显得更为重要。

主要亮点

  • 供应商实施各种定价策略以在竞争激烈的市场中生存。由于技术进步，软体供应商正在采用以客户为中心的定价策略。 FSM 产业中的几家供应商正专注于提供基于价值的定价模型，以满足客户的需求和价值。软体解决方案的定价是基于解决方案的差异化特征及其为客户提供的附加价值。
  • 在预测期内，由于对更好、更快服务的需求不断增长，人们对软体即服务 (SaaS) 软体的偏好预计将显着增加，而非传统的内部部署软体。随着云端运算在现场服务管理市场的成长，许多企业正在转向云端基础的FSM 解决方案。这些解决方案减轻了IT部门的负担，并允许外部服务提供者为使用者提供支援和维护。
  • 市场上的供应商正在扩大他们的服务，从而提高了市场知名度和成长机会。例如，2022 年 5 月，主要企业的现场服务管理 (FSM) 软体公司 ServicePower 宣布其服务现已在法国推出。
  • 这家现场服务管理专家已确认将在欧洲扩张，帮助零售商、保险公司、家电製造商和家庭服务公司为客户提供一流的客製化服务，同时实现显着的业务效率。
  • OEM（目的地设备製造商）正在拥抱工业物联网 (IIoT) 来提供新服务，并使用现代 FSM 系统来管理现场服务交付，从而导致对 FSM 解决方案的需求增加。此外，机器学习提供了新的竞争优势来源。为了成功实现这一点，需要一个现代化的 FSM 解决方案。现场服务管理解决方案的采用正在增加，因为它们可以在不增加现场劳动力的情况下提高劳动力生产力并简化业务流程。
  • 此外，由于对省时省钱的解决方案的需求不断增长，现场服务管理行业在过去几年中经历了快速增长。在美国和欧洲等成熟市场，多项研究发现，由于人口结构恶化，现场服务劳动力短缺，这导致公司转向后端自动化。

现场服务管理 (FSM) 市场趋势

服务合约管理将占据较大的市场占有率

  • 依赖外部承包商和第三方服务提供者进行现场工作的公司也需要与企业业务类似的能力。但客户详细资讯和可见性在这里更为重要。透过部分或全部外包现场服务，公司可以降低人事费用并扩大业务。将工作分配给承包商后，公司无法知道服务何时提供、耗时多长时间，甚至无法知道问题是否已解决，直到他们开始收到客户申诉。用于外包服务的 FSM 软体主要提供承包商服务交付的可见性，使第三方技术人员与组织的内部员工难以区分。
  • 公司现在可以透过其 FSM 软体解决方案中的供应商入口网站管理承包商和相关的管理业务。与传统现场工作人员一样，承包商需要即时存取工作订单资讯、零件可用性以及服务交付和索赔提交的快速报告。需要派遣技术人员到某个地点的客户电话也可以由公司派遣给技术人员或当地服务合作伙伴。此外，这些入口网站可以存在于公司的主要介面之外，让每个人都能存取他们需要的内容，同时仍能确保公司资料的安全。
  • 透过与外部员工进行这种双向互动，服务公司主要向客户提供技术人员到达时间的最新信息，监控工作订单以确保符合 SLA，并且可以向​​承包商发出最后一刻的时间表变更，以创造更多优化调度和计划机会。
  • 市场上的供应商一直在提供创新的解决方案来满足客户的需求。例如，Mize Inc. 提供服务合约管理软体和解决方案，使第三方管理员 (TPA)、製造商 (OEM)、零售商和通路合作伙伴能够设定、销售、管理、追踪和分析各种服务计划。我们提供解决方案。
  • 此外，由于其资料安全性高、扩充性和更好的资料管理能力等优势，云端整合合约管理解决方案正被各种组织采用，允许各个行业（包括公共和私营）的组织起草、谈判合约，并在一个地方签署，核准，跟踪和更新。

亚太地区成长率强劲

  • 预计亚太地区的现场服务管理市场将显着成长。该地区拥有许多中小型企业，并大量参与开发和实施现场服务和管理解决方案，这是快速成长的因素。随着现场服务和行动岗位范围的不断扩大，行动工作者岗位在该地区比以往任何时候都更加普遍，支援技术计划采用行动应用程式。
  • 在中国、印度、新加坡、日本和韩国等新兴国家，越来越需要根据客户满意度提供差异化服务。这些期望在未来只会成长，使用现场服务管理软体的组织必须确保改善现场工作人员和客户之间的沟通并有效率地提供服务。
  • 此外，由于大规模工业化，该地区的现场服务管理市场正在经历新的扩张。由于地理区域不断扩大和基本客群强劲，该地区的现场服务管理市场预计将稳定成长。该地区技术用户数量的增加将进一步推动现场服务管理市场的成长。
  • 印度是亚太地区现场服务管理解决方案、云端运算和人工智慧（AI）的主要市场之一。中小企业对云端运算和人工智慧的采用日益增多以及所有终端用户对人工智慧技术的投资不断增加是推动市场发展的关键因素。根据 Yotta 的调查，37% 的印度企业拥有基于云端的数位基础设施，预计到 2022 年将有超过 60% 的企业采用云端。此外，自动化、机器对机器通讯、云端製造和云端人工智慧的市场不断扩大，直接推动了对现场服务管理平台的需求。因此，对 FSM 解决方案的需求正在增加。
  • 例如，2022 年 7 月，印度普纳Birlasoft Limited（一家数位和IT 服务公司，隶属于价值28 亿美元的多元化CK Birla Group）利用RISE 与SAP 建立合作伙伴关係。的数位环境云化。随着企业采用「云端优先」策略，我们相信 Birlasoft 可以大幅加速其客户的转型之旅。

现场服务管理 (FSM) 产业概览

现场服务管理（FSM）市场格局仍然高度分散。有许多供应商提供已打包的 FSM 软体解决方案，但没有一家 FSM 供应商能够主导全球或区域市场。多个参与者正在市场上结盟、扩张和合作，以增加市场占有率。

  • 2022 年 5 月-现场服务管理 (FSM) 软体公司 ServicePower 宣布法国市场现已向其服务开放。此现场服务管理专家致力于透过帮助企业提供客製化的消费者体验并实现显着的业务效率来促进其在欧洲的发展。此外，ServicePower 平台还透过使用最佳化演算法和人工智慧功能，提供了多种有用的解决方案来处理与保固、维修和产品交换相关的客户请求。

其他福利：

  • Excel 格式的市场预测 (ME) 表
  • 3 个月的分析师支持

目录

第 1 章 简介

  • 研究假设和市场定义
  • 研究范围

第二章调查方法

第三章执行摘要

第四章 市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 消费者议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争对手之间的竞争强度
  • 产业价值链分析
  • FSM 的关键使用案例分析（AR/VR 远端协助、专注于客户维繫和服务的预测性维护、逐步转向后端自动化）
  • 买家需考虑的关键因素与必要事项
  • COVID-19 如何影响现场服务业
  • 技术简介

第五章 市场动态

  • 市场驱动因素
    • 更加重视最大限度地提高工作效率
    • 行动性和采用云端基础的解决方案等技术趋势
    • 创造新的销售机会
  • 市场挑战
    • 资料隐私问题、实施与整合问题、授权成本

第六章 市场细分

  • 依部署类型
    • 本地
    • 云
  • 按组织规模
    • 中小企业
    • 大型企业
  • FSM 软体和服务（按类型）
    • 调度、调度和路线优化
    • 服务合约管理
    • 工单管理
    • 客户管理
    • 库存管理
    • 其他软体（发票、帐单、保固管理）
    • 服务详情
  • 按最终用户
    • Allied FM（硬体 - 建筑和空调，软体 - 园林绿化和清洁）
    • 资讯科技和电信
    • 医疗保健和生命科学
    • 能源和公共产业
    • 石油和天然气
    • 製造业
    • 其他最终使用者（运输、房地产等）
  • 地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
    • 亚洲
    • 澳洲和纽西兰
  • 拉丁美洲
  • 中东和非洲

第七章 竞争格局

  • 公司简介
    • 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

第八章投资分析

第九章：未来展望

简介目录
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