Field service is no longer just about keeping operations running; it’s becoming a key driver of growth, customer trust, and competitive advantage. This report, produced by Blumberg Advisory Group in partnership with Zuper, draws on insights from 128 senior service leaders across industrial equipment, medical devices, and high-tech manufacturing. It takes a closer look at how field service organizations are navigating today’s challenges – from tightening customer expectations to ongoing labor shortages, and where they’re placing bets on technology and transformation. 

The findings are clear: while most companies have adopted FSM platforms, integration remains a critical bottleneck. AI is quickly moving from pilot to priority, with nearly all respondents actively scaling its use in scheduling, technician enablement, and predictive maintenance. And perhaps most notably, 73% of leaders now see field service as a revenue-generating function, not a cost center. This report offers a practical look at what’s working, what’s holding teams back, and how leading organizations are rethinking field service for the road ahead.