Report: Scaling Knowledge Cuts Costs
A 2026 benchmark report from Aquant indicates that companies can achieve up to 26% in service cost savings by effectively scaling knowledge across their workforce. The analysis is based on 30 million service events from 161 different organizations. The findings highlight opportunities for efficiency gains in the field service sector.
- The report identifies that nearly one in five service cases (20%) could be resolved remotely, but many companies still dispatch technicians, increasing the service cost impact from a potential 1.4% to 18.3%. - For lower-performing organizations, failed service visits are a significant financial drain, accounting for 44% of their total service costs. - A major disparity in workforce retention exists between high and low-performing companies, with leading organizations retaining 87% of their workforce compared to just 66% for bottom performers. - Aquant, the company behind the report, was founded in 2016 by Shahar Chen and Assaf Melochna to address a growing skills gap in the service industry by using AI to make institutional knowledge more accessible. - Broader 2026 field service trends show a move toward AI-autonomous operations that handle routine tasks like generating work orders and optimizing routes without human input. - The field service management market is projected to grow significantly, from $5.64 billion in 2025 to $9.68 billion by 2030, with technology adoption being a key factor for competitive advantage. - The industry is currently facing a "brain drain" from retiring engineers and difficulty attracting new talent, which makes scaling knowledge a critical strategy for survival and growth. - According to Aquant's CEO Shahar Chen, if an entire workforce could perform at the level of the top 20% of technicians, service costs could be reduced by as much as 23%.
