Report: Knowledge Scaling Can Cut Service Costs by 26%
Companies can achieve up to 26% in service cost savings by effectively scaling knowledge across their workforce, according to Aquant's 2026 Field Service KPI Benchmark Report. The report analyzed 30 million service events from 161 organizations. The findings suggest a significant opportunity for cost reduction through better knowledge management and distribution among service technicians.
- The high cost of inconsistent performance is a primary driver for knowledge scaling; research shows that the lowest-performing quarter of the workforce can cost an organization 80% more in service expenses than the top-performing quarter. - This performance discrepancy is intensified by a widening "skills gap," as experienced technicians retire and take decades of institutional knowledge with them, a major challenge that new training programs struggle to address. - Artificial intelligence is the core technology enabling knowledge scaling, creating systems that act as a "co-pilot" for technicians by providing AI-guided repair recommendations, democratizing expertise, and reducing the need to consult human experts. - Aquant, co-founded by CEO Shahar Chen, developed its AI platform to address this skills gap by transforming service data into practical insights and scaling expert knowledge. - Improved knowledge scaling directly impacts key industry metrics such as First-Time Fix Rate (FTFR); a failed first visit can lead to an average of 2.5 additional service visits to resolve the same issue. - The focus on AI-driven efficiency comes as the Field Service Management (FSM) market is projected to grow from $5.64 billion in 2025 to $9.68 billion by 2030. - Beyond cost savings, effective knowledge management allows technicians to move beyond simple repairs and generate new revenue by identifying upsell opportunities and providing customers with data-driven coaching on asset use. - The implementation of AI is a key priority for cost reduction across industries, with 93% of companies reporting they either use or plan to use AI for cost optimization goals.
