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aka Zinier Field Notes
What Field Service Data Really Says About Technology Adoption
Anthony Zara, Zinier's Head of Customer Success and Service, Global, unpacks the gap in Zinier's new white paper: 92% of organizations have adopted field service management, but only 31% call it widely implemented. He argues this isn't a rollout failure, it's a definition problem. Drawing on years of running FSM implementations, he explains why solutions that work well in one region often fail to scale to others, and makes the case for governing only the truly critical steps while letting field teams keep the local variation that makes them effective. He draws a direct parallel to the report's AI adoption numbers, warning that AI is repeating the same adoption-without-scale pattern for the same reason: no solid foundation underneath it. He closes by redefining what "done" should mean for FSM: not platform usage, but measurable gains in customer satisfaction, technician productivity, and financial performance, and points readers to the paper's scale-readiness assessment as a starting point.
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