2x
digital service revenue growth
10–15%
productivity gains
10%
effectiveness gain
5–10%
margin expansion
About Field Service AI by BCG X
The field services industry is experiencing shifts—and with them, pain points. As experienced professionals leave the workforce, providers struggle to retain institutional knowledge and fill technician ranks. Increasingly complex equipment means more difficult and time-consuming repairs. And in a world that’s ever more digital, customers are expecting—but not often getting—faster service and improved visibility into the field services industry’s progress. Yet, one shift promises to empower, not hinder, providers: the rise of AI in field service.

It’s not just about better AI models. It’s also about advances in wearable devices, connectivity, and data platforms—in all the enablers that bring AI out from the desk and into the field. By transforming field service, AI can streamline processes and reduce costs. But its potential goes beyond efficiency. AI field services let providers anticipate maintenance needs, understand a customer’s usage, and recommend relevant offerings. It builds stronger relationships that spark satisfaction, sales, and growth.

Getting there takes more than technology. It requires understanding that transformation is also about people and processes. That’s why Field Service AI by BCG X takes a holistic approach. It combines cutting-edge AI tools with robust change management and an emphasis on enablement. We don’t simply build solutions. We build a foundation so clients can continually innovate, implement, and deliver.
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How Field Service AI by BCG X Creates Value

Field Service AI by BCG X combines digital and AI solutions to empower stakeholders across the field service value chain. Operations managers can more effectively route and manage technicians, sales representatives can leverage dynamic pricing and AI-driven insights, technicians benefit from remote guidance and automation that speeds their work, and customers get advanced tracking and self-service capabilities. Field Service AI by BCG X offers a lot more too—creating new lines of business to fuel growth. Here are the key components.

A Look Inside Field Service AI by BCG X

By unleashing AI in field service, companies can cut costs, optimize processes, and fuel new revenue streams. Success is one part technology: implementing the right tools. But an even bigger part—70% of the total effort—is people and process transformation. We help clients build the platforms and capabilities they need. We also spark adoption through process redesign and change management. Mastering both fronts lets companies extract full value from Field Service AI by BCG X.

Our Clients’ Success with Field Service AI by BCG X

$150m
recurring annual revenue uplift
Truck Rental Company
A truck rental provider responsible for maintenance across its fleet of vehicles projected a $200 million revenue uplift  from an initiative to develop telematics and AI lead generation tools. BCG and the provider partnered to design a digital roadmap, develop AI-based analytics capabilities, and implement a go-to-market strategy for retaining and expanding business through enhanced service.
Experts

Meet the Field Service AI by BCG X Team

Our Field Service AI consulting team draws on the experience and thought leadership of a global roster of experts. Here are some members of the team.

Managing Director & Partner

Hunkar Toyoglu

Managing Director & Partner
Dallas

Managing Director & Senior Partner; North America Regional Practice Leader

Laura Juliano

Managing Director & Senior Partner; North America Regional Practice Leader
Houston

Managing Director & Partner

Mike Quinn

Managing Director & Partner
Detroit

Managing Director & Partner

Nico Geisel

Managing Director & Partner
Munich

Managing Director & Partner

Tibor Mérey

Managing Director & Partner
Vienna

Managing Director & Partner

Etugo Nwokah

Managing Director & Partner
New York

Managing Director & Senior Partner

Decker Walker

Managing Director & Senior Partner
Chicago

Managing Director & Partner

Andy Lin

Managing Director & Partner
Chicago

Explore Our Insights on AI in Field Service

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