Market Overview

Size of the field service management solutions market in Japan grew significantly to 90,200 million yen for FY2023, up 37.5% from the previous fiscal year based on the sales of businesses. Rapid growth of the market from FY2022 attributes to the penetration of remote work that has taken root during COVID crisis, the market launch of effective FSM solutions, and the reduction in cost of system/solution. Another factor contributed to the market growth was the resumption of projects that were put on hold or suspended during to the COVID crisis.

In view of FY2023 market by demand field, installation projects were observed more in fields where project tends to be large-scale, such as infrastructure, energy plant, construction/civil engineering, warehousing/logistics, manufacturing, transportation, and security. Sales of systems using tablet computers were particularly stable in construction/civil engineering, warehousing/logistics, and security. Additional demand is rising in association with the penetration of generative AI, as seen in a release of AI-powered voice recognition system for warehouse/logistics. In light of the market share by type of solution, “terminals/devices” occupied 30 to 35 percent, “SI/system development” 40 to 50 percent, and “network/cloud/support/other” 20 to 25 percent.

Noteworthy Topics

FSM Solutions for Construction/Civil Engineering

Field service management solutions for construction/civil engineering includes platforms that provides digital tools for reporting and managing field service operations, drones/robots for automation/streamlining, remote operation of heavy machinery/construction machinery, and remote monitoring of field work/use of 3D technology.
Meanwhile, the Ministry of Land, Infrastructure, Transportation and Tourism has been promoting “i-Construction”, the concept of utilizing ICT thoroughly in civil engineering processes, from feasibility studies to design, construction, inspection, and maintenance, to increase productivity of construction projects by 20 percent by FY2025 compared to FY2016.


Furthermore, AI and AR/VR are increasingly being integrated into various field service management solutions (such as field support, streamlining, remote assistance, remote presence, technician training, security management, and health management), mainly at leading general construction companies.

Future Outlook

From FY2024, a wider adoption of field service management solutions is expected, not only in the demand fields where projects tend to be large-scale, such as warehousing/logistics, transportation, construction/civil engineering, and manufacturing, but also in food services, retail, and security, where projects may be relatively smaller in scale.

Leading restaurants have started waitstaff training using VR and HMD, which is built on a program that enables staffs to experience the entire process of customer servicing, from greeting guest to handling payments. The tool is useful in simulation-based training to handle accidental incidents and complaints (claims).  

Field service management solution addresses issues like labor shortage and aging of workers in a mid- to long-term and is presumed to expand as means to improve working condition of field workers and contribute to workstyle reform. We forecasted that the market of field service management solution will reach 579,000 million yen by FY2030, with around 30 percent each year from FY2024.

Research Outline