Research Report: Is field service finally moving to the Cloud?

Nov 13, 2016 • FeaturesresearchResearchresearch reportresourcesWhite Papers & eBooksClickSoftwarecloud

Resource Type: Research report
Published by:  Field Service News and ClickSoftware
Title: Is field service finally moving to the Cloud (2016)

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In 2015 Field Service News and ClickSoftware teamed up on a research report to look at the appetite for Cloud based Field Service Management (FSM) systems. Now 12 months on we've come together again on a fresh project to see what trends are emerging...

Having connected with over 150 field service professionals in this exclusive independent research project Field Service News, in partnership with ClickSoftware are pleased to present this detailed research report which digs deep into the findings to uncover the trends within our industry when it comes to the adoption of Cloud based field service management systems.

Download this report now to establish how your own companies approach to the Cloud sits in context with the wider trends that are evidenced by your peers, colleagues and competitors...

Download this report to find out:

  • Are field service companies now finally turning to the Cloud as the platform for FSM systems?
  • What are the driving reasons for Cloud adoption?
  • What are the benefits being felt by those who have made the move to Cloud based FSM systems?
  • What are the barriers to adoption for Cloud based FSM systems?
  • Is security still the number one concern around Cloud based FSM systems?
  • What percentage of those now using the Cloud would recommend it over an on-premise solution?


In this white paper, co-published by Field Service News and ClickSoftware, we shall review the data from our latest research, providing year-on-year comparative analysis to identify what new trends have emerged and how attitudes towards the Cloud have evolved amongst senior management within the field service industry.

Previously identified trends:

To begin let’s briefly recap the findings of last year’s research (which was the second time we had focused on the use of Cloud within a field service context as a subject for our research.)

Whilst the headline findings of that project identified that a large majority of field service companies (74%) were still using on-premise solutions, there was clear evidence that a shift to Cloud was on the horizon.

There were two key findings that supported this hypothesis.

Firstly, there was the overwhelming evidence that the Cloud was proving to be a success amongst those companies that had made the move away from traditional on-premise solutions. In fact, when we asked those respondents who had made such a move ‘would you recommend a Cloud based field service management solution over an on-premise solution?’ 100% of them replied that they would.

However, the findings were perhaps even more telling when we turned to those companies that were still using on-premise solutions.

38% of respondents that were not using a Cloud based FSM solution stated that they felt that security was the greatest issue with Cloud - form the 2015 research findings

Amongst this group of respondents, we found that over two-thirds of companies (69%) admitted they would consider moving to the Cloud when they next upgraded their FSM solution.


Such findings led us to arrive at the hypothesis that eventually we would see a widespread move to the Cloud. It was our prediction that we would potentially see a complete pendulum shift, with up to 75% of companies using Cloud based FSM solutions within the next five years. Last year’s research also identified that concerns around the security of the Cloud were the biggest potential barrier to adoption.

In fact, 38% of respondents that were not using a Cloud based FSM solution stated that they felt that security was the greatest issue with Cloud. Yet that same research also highlighted that this is generally not the case -     security issues were less prevalent than both connectivity and integration issues amongst companies actually using a Cloud based FSM tools.

It was our assertion last year that there was a need for greater education and understanding of the security of the Cloud, particularly at the enterprise level amongst executives within the field service sector - so that perception and reality could become more closely aligned. Once this was achieved we would likely see the shift to Cloud becoming the most widely used platform for FSM systems gaining greater momentum.

So how have the opinions of field service professionals changed across the last twelve months?

Year-on-year trends:

The headline finding of this year’s research is that we have indeed seen a continued shift towards more companies using the Cloud for their FSM systems. When comparing data from 2014, 2015 and 2016, we have also seen increasing year on year growth.

Indeed, the number of companies now using Cloud based FSM systems is well over a third, with 36% of our respondents stating that they are now Cloud users. This is a year on year increase of 8% in terms of companies using the Cloud for FSM systems.

Not only does this show a continuing move to the Cloud, but it is also a relatively significant increase in the year-on-year growth we saw in the previous year’s research. In fact, the increase in companies moving to the Cloud within the last twelve months is almost three times more than it was in the previous year (9% vs. 3%)

This would certainly add weight to our conclusions last year that Cloud was gaining traction as a platform for FSM tools, and that we would see this continue to increase as companies begun.

Further reading within the research report: 

  • The question of security
  • The benefits of moving to the cloud
  • Remaining barriers to adoption
  • Cloud in other areas of business
  • Expert insight from ClickSoftware's Marina Stedman & Paul Whitelam

Click here to access to the research report

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