- Field Service Management, Field Service Management - Solutions
Customer expectations have evolved—they now prioritise speed, transparency, and flawless service, leaving no space for inefficiencies or disorganisation. In sectors like field service management (FSM), where appointments are often time-critical and directly impact the customer experience, consistently meeting these expectations is becoming a growing challenge.
Businesses are feeling the strain of rising costs, talent shortages, and increasing regulatory demands. The Dublin Chamber’s Q1 2025 Business Outlook Survey reveals that 76% of companies are experiencing pressure on profit margins, while 61% are finding it difficult to recruit and retain skilled workers—issues that are particularly pronounced in field-based industries.
In this blog, we’ll look at how these pressures are reshaping the field service sector, from changing customer demands to operational and workforce challenges. We’ll also explore how OSSM, in collaboration with NetSuite, is supporting field service teams throughout Ireland and the UK, backed by insights from the Dublin Chamber’s latest findings.
Why Customer Service Matters More Than Ever
Let’s be honest—field service operations are anything but simple. From team coordination and scheduling to equipment tracking and responding to on-the-spot requests, every element needs to work in harmony to ensure a seamless customer experience. When even one part slips, it can disrupt the workflow and negatively affect how your service is viewed.
That’s why exceptional customer service has become a critical driver of success in this sector. According to the Dublin Chamber’s Q1 2025 Business Outlook Survey, over 76% of Dublin-based businesses are feeling the pinch of rising costs and pressure on profit margins. In this environment, boosting operational efficiency and nurturing strong customer relationships is no longer optional—it’s essential for survival and growth.
With the right field service management solution, businesses can tackle these challenges head-on—empowering their teams, keeping customers in the loop, and delivering consistent service that fosters trust, loyalty, and a long-term competitive edge.
The Customer Service Challenges Businesses Are Facing
The Dublin Chamber survey outlines several pressing challenges that are shaping how businesses deliver their services:
• Difficulty in hiring and retaining skilled staff – flagged by 61% of respondents
• Escalating labour and energy expenses – reported by 89% and 62% respectively
• Growing focus on technology and digital transformation – with 41% prioritising AI
• Increasing regulatory and compliance demands – seen as a key issue by 28%
These challenges directly impact the performance of field service teams and influence the overall customer experience. Whether it’s delays due to a shortage of technicians or compliance issues slowing down operations, the ripple effects on service delivery are significant.
Using Technology for Improved Customer Service
To address these mounting pressures, many businesses are turning to technology—and it’s having a real impact. According to the Dublin Chamber report, 41% of organisations are actively prioritising digital transformation, with AI playing a key role in driving greater efficiency.
NetSuite’s Field Service Management solution is designed to help businesses elevate the customer experience by:
• Intelligent Scheduling & Dispatch
Match the right technician to the right task using smart scheduling tools that minimise travel time and cut down on delays.
• Live Customer Updates
Automated messaging keeps customers informed in real time, offering updates on technician arrival and job progress to improve transparency and reduce uncertainty.
• Improved First-Time Fix Rates
With mobile access to service histories, AI-driven diagnostics, and the ability to troubleshoot remotely, technicians show up fully equipped—leading to faster resolutions and happier customers.
• Streamlined Compliance Management
Whether it’s health, safety, or environmental regulations, the system helps you stay compliant with automated reporting features and certification tracking.
Why OSSM and NetSuite Are Built for Field Service Success
As a trusted NetSuite partner in the UK, OSSM provides field service management solutions built to tackle the real challenges businesses face today.
Our integrated system offers:
• A mobile-first platform that keeps field and office teams seamlessly connected
• Unified visibility across field operations, finance, inventory, and CRM
• Easy-to-use drag-and-drop scheduling for efficient dispatching
• Built-in compliance tracking for greater peace of mind
• Real-time insights and analytics to drive informed decisions
What really sets OSSM apart, though, is our in-depth knowledge of the demands field service businesses face. We go beyond just delivering software—we work closely with you to tailor a solution that fits your specific needs and long-term goals. Whether you’re operating in utilities, engineering, construction, or facilities management, our solutions are scalable, forward-looking, and designed to help you succeed even under pressure. From setup through to ongoing support, OSSM equips your teams to consistently deliver standout service.
Looking Ahead: Customer Service as a Competitive Advantage
Customer expectations are evolving, and the pressure on margins isn’t going away anytime soon. But with the right tools in place, field service businesses can do more than just keep up — they can lead.
By embracing digital innovation and choosing the best field service management software, you can future-proof your operations, boost team performance, and deliver the kind of service that keeps customers coming back.
Ready to see how it works? Book a NetSuite demo with OSSM today and discover what’s possible.
About the Author
Naren Sompalli
Naren holds a Bachelor of Engineering degree from BNM Institute of Technology. As a NetSuite specialist, he is involved in implementation at OSSM, collaborating with a team of experienced consultants. Naren conducts workshops for solution implementation and delivery, providing technical support and expertise.
