Field service leaders face rising expectations for rapid resolution, consistent customer experiences, and optimal business outcomes. So, field service is not about cutting costs but about shifting your perception from fixing problems to fueling growth.
Several enterprises have achieved this using ServiceNow Field Service Management (FSM). We have two compelling stories below that show how FSM gives companies a strategic advantage.
Real-World FSM Success Stories
Across industries, companies transforming field service with ServiceNow FSM report significant improvements. Let’s dive deep!
Xerox: Opening Extra Repair Time & Reducing Travel
Xerox faced growing inefficiencies across thousands of technicians and complex service requests. Legacy tools made it difficult to track workloads or optimize travel routes. With ServiceNow FSM, Xerox gained real-time visibility into every service call, schedule, and part used. Technicians now complete more repairs per day, saving time and improving customer satisfaction.
As John Perry, VP of Digital Experience for Service Delivery, puts it:
"With ServiceNow I can know right now precisely what’s going on. We can respond as situations occur."
Key Results:
- 53 minutes of productive time unlocked, per technician per day.
- 7 minutes less travel time per journey across ~3,000 mobile technicians.
- Integration of augmented reality (AR) (via CareAR) with FSM to bridge skill gaps and support remote collaboration.
What that means: more effective field visits, fewer revisits, happier customers, and visible business impact.
Scheidt & Bachmann: 97% Customer Satisfaction & Real-Time Resource Insights
A European service provider, Scheidt & Bachmann, supports 11,000+ car parks globally. They struggled with slow, manual dispatch processes for their global parking system operations. Moreover, calls and emails created delays and confusion. After implementing ServiceNow FSM and CSM, they automated scheduling and gained real-time insights into technician activity. This transformation boosted response times and achieved a significant customer satisfaction rate.
Key Results:
- 97% of customers reporting "satisfied" or "very satisfied."
- Real-time data on technician location, routing, spare-parts use, and fix-first-visit performance, streamlining workflows.
- Improved internal dispatch workflow replacing ad hoc calls and emails: "It was a game of memory," says a dispatcher.
Why it matters: Real-time visibility and structured workflows turned a reactive service model into a confident, customer-facing operation.
Reliability & Agility: Why ServiceNow Field Service Management Becomes a Differentiator
In the past, field service wasn't a big focus for most businesses. Today, it's moved right to the front and is extremely important.
According to ServiceNow’s blog, “Field service can, and should, be a revenue-generating, strategic differentiator for your organization.”
And the numbers back it up: A Forrester study showed that companies using a modern FSM platform achieved a 310% ROI over three years.
In simple terms, companies using FSM don’t just fix things; they create experiences.
It means:
- They have fewer return visits, which results in lower overall costs.
- Technicians can complete jobs faster, leading to higher utilization of their time.
- Customers give better feedback, helping in retaining customers easily.
- By using smarter resources like efficient routing, the right skills, and having necessary parts, they achieve a sharper profit margin.
Best Practices Drawn from These Success Stories
Here is what the winners consistently do:
- Unified Platform: Avoid bolt-ons or disconnected tools. Bring FSM into the same workflow ecosystem that powers IT, operations, and customer service.
- Mobile & AR-Enabled Field Teams: Equip technicians with mobile apps, real-time data, and remote visual support, like Xerox did with CareAR.
- Real-Time Data & Dashboards: Act instantly on live field data. Dashboards reveal performance trends before they become problems.
- Focus on First-Time Fix & Travel Time: Track these metrics closely, uncover what drives delays, and continuously fine-tune operations.
- Customer Experience Mindset: Shift focus from completing repairs to delivering experiences. Great service becomes part of your brand story.
- Scale and Expand: Pilot FSM in a focused area, prove the impact, and expand across geographies and service functions.
Conclusion
At V‑Soft Consulting, we know success in FSM isn’t about buying software; it is about making it work for your people, your customers, and your business. As a trusted ServiceNow Partner, V-Soft Consulting’s ServiceNow expertise helps you deliver intelligent and automated service delivery experiences. We serve a diverse clientele, spanning companies of all sizes and across industries.
Ready to become a success story?
