What Forrester found in the numbers

Forrester interviewed five companies running Agentforce Field Service and Operations and built a composite picture of what the technology actually delivers. Not projections. Not promises. Real results from real operations.

Over three years, this “composite organization” generated staggering results: $13.2 million in total benefits against $4.5 million in costs. That’s a net present value of $8.7 million and an ROI of 195%.

Goodbye, field service as a cost-center. Hello, field service as a revenue-generator.

A deeper look at the benefits, savings and revenue

The benefits break down into four buckets, and each one tells its own story.

$2.6 million in additional revenue margin. 

Optimized scheduling gets more jobs done per day. Add-ons increase because technicians have the right information at the right time. No-show rates drop because customers get reminders and easy rescheduling. More jobs completed means more revenue captured.

$5.9 million in productivity gains. 

This is the biggest number, and it comes from automation doing the work that used to eat up everyone’s day. Customer self-service significantly reduces the load on service reps. Scheduling automation now handles more than 50% of scheduling requirements. When people aren’t buried in admin, they can actually do their jobs.

$3.7 million in cost savings. 

The composite organization retired multiple legacy solutions, freeing up IT resources and eliminating the overhead that comes with maintaining systems that were never built to work together.

$1.1 million in avoided labor costs. 

As field service volume grows, the organization doesn’t have to hire at the same rate it used to. Better tools mean existing teams can handle more.

A look at the challenges solved

None of this happened overnight, and none of it was easy to get to. Before Agentforce Field Service, these organizations were running on a combination of legacy software, spreadsheets, and email. Maybe this sounds familiar to you:

• Integration between systems was broken or nonexistent. 
• Technicians filled out paperwork by hand. 
• Work orders had to be manually reviewed because the automation never worked right. 

One leader in property management put it plainly: “Most work orders that came through had to be manually reviewed and finalized because the integration never fully worked.”

The results were predictable. Double-digit no-show rates. First-time fix rates hovered around 70%. The technicians weren’t happy. Neither were customers.

But when these organizations adopted a unified, AI-powered approach with Agentforce Field Service and Operations, things started to change. No-show rates dropped to 3%. First-time fix rates climbed to 95%.

The benefits beyond the numbers

Beyond the $13.2 million in monetary benefits, there’s another story. It’s harder to quantify, but its impact can’t be ignored.

Less time on paperwork

Technicians spent less time on paperwork. What does that mean downstream? We know from our mobile worker research that with the help of AI, they spend more time on the actual work.

Scheduling gets smarter

When scheduling gets smarter, routes get shorter and fleets get leaner. With unified data, Agentforce Field Service & Operations helps systems talk to each other. Compliance gets easier and reporting gets simplified. 

Assets last longer

Organizations had enough historical data to perform preventive maintenance. The resulting uptime will change the break/fix cycle so many teams are stuck in.

See the results for yourself

Real change is hard to capture in a spreadsheet. But the topline number, a 195% ROI, shows that the effort is worth the work.

We discussed the Forrester Total Economic Impact study in a session that’s now on demand. Give it a look, and reach out when you’re ready to turn your operations from a cost-center to a revenue-generator.