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Salesforce and SAP Push for Wearables in the Field

In the wake of Apple’s announcements Tuesday, it seems inevitable that wearable devices — and the augmented reality applications that work along side them — are ready for take off. Companies like SAP and Salesforce have caught the wave and  Continue reading

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Health Wearables Come With a Cost: Data and Security Implications

Tech-savvy field service organizations are equipping their employees with the latest wearables, including health trackers to make business operations more efficient and techs happier. While health wearables promise to encourage employees to lead a healthy lifestyle, foster a sense of  Continue reading

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How to Placate Customers Who Just Can’t Be Pleased

This is the second installment of Bill Pollock’s SmartVan series about how service organizations can turn dissatisfied customers into satisfied ones. To read the first installment, click here. Perhaps the best way to look at the different types of dissatisfied  Continue reading

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Cisco Revamps Training to Avoid Internet of Things Skills Gap

The future of connected devices is fast approaching, and it will create new jobs that require new skill sets. Cisco, the company that’s helping to give rise to the Internet of Things, isn’t sitting on the sidelines. The company predicts  Continue reading

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Investing in End-to-End Service Management Technology? Consider Technician and Customer Needs

The following article from Field Service News editor Kris Oldland originally appeared on Field Service News and is republished here with permission.
End-to-end field service management is a topic that we keep hearing about. Our recent podcast featuring Paul Sparkes,  Continue reading

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No Second Chance for a First Impression: 4 Ways to Prioritize Appearance

For field techs, picking out their clothes for a day on the job probably isn’t top of mind. But as frontline workers interacting with customers, they’re often the face of the company. If field techs arrive in a rusty, unidentifiable  Continue reading

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Mobile Technology Leads the Way for Better Service

Many service techs are equipped with smartphones and iPads to get their innately mobile job done, but at some organizations, there isn’t complete mobility buy-in from the C-suite. The good news is that 82 percent of field service organizations say  Continue reading

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Sales, Meet Your Missing Link: Service

The job of any sales department is pretty simple: close more sales. That’s what keeps the business growing, and few companies think twice about investing in technology to keep the pipeline flowing.
But too often those investments are made blindly,  Continue reading

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How Healthy is Your Service Division? The Promise of Health Wearables in the Field

Forward-looking organizations are equipping their field techs with Google Glass and smartwatches, but the latest wearables to enter the field are health wearables, which monitor physical exertion and sleep patterns. These wearables, predicted to generate $5 billion in revenue by  Continue reading

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GE Partners to Fulfill ‘Industrial Internet’ Ambitions in Healthcare

Whatever you call the trend toward connected devices — the Internet of Things, the Industrial Internet, machine-to-machine communications — the shift promises to redefine people’s relationship with their devices, remaking industries like field service in its wake.
The companies that  Continue reading

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Technology Helps a Wildlife Control Company Outsmart Even the Wisest Raccoon

Their story started like many field service companies: with a man in a van. Hamiliton-based Skedaddle Humane Wildlife Control operates more than 30 vehicles across 75 cities in Canada, with hopes of expanding to the U.S. in the coming years.  Continue reading

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Questions Your Marketing and Sales Teams Should Ask Field Techs

Most sales teams focus on closing deals and adding to their pipeline. They rely heavily on marketing programs to drive leads, but often overlook a valuable resource: intel from field service technicians.
In a recent survey, Aberdeen Group found that  Continue reading

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Big Data Requires Wrangling to Be Useful

With iPads, wearables and smartphones becoming ubiquitous in the field, the C-suite has more data on its hands than it knows what to do with. Big Data holds the golden insights into how to make business processes more efficient, but  Continue reading

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Sales and Service: A Peerless Revenue-Generating Duo

Businesses that segregate their sales and service teams are leaving a lot of money (and customer goodwill) on the table. According to a recent Aberdeen report, companies have a lot to gain — and nothing to lose — from a  Continue reading

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The Future of Service in a Connected World

Connected devices have arrived in the form of smart thermostats, smart home appliances, smart vending machines and even smart grids. And there are more on the way. By some estimates, there could be 50 billion Internet-connected devices by 2020.
Gartner  Continue reading

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The Changing Titles of Employees in the Field

There’s seemingly no end to the kinds of titles that companies give their employees in the field, with variations on field service engineer, field service technician and other standards. 
Recently, new titles have begun to emerge that put the emphasis  Continue reading

Should You Recommend Your Competition to Customers?

When a potential client of mine inquired about having me speak about customer service at his company’s annual meeting, my response surprised him. After chatting with him about the meeting, I not only turned down the offer to speak, I  Continue reading

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The Power — and Promise — of Big Data in Service Marketing

Modern technology is eroding the walls between IT and marketing. That can be a tricky situation for business leaders to manage, but it’s worth the effort. By getting the CIO and CMO to work together, smart companies are using data  Continue reading

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The Strategy Behind Increasing Service Revenues

Field Service News editor Kris Oldland spoke with Martin Summerhayes, head of strategy and business development at Fujitsu, about boosting service revenues. The article originally appeared on Field Service News and is republished here with permission.
There are a number  Continue reading

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Amazon Eyes Move Into Lucrative Services Market

Online retail giant Amazon has been expanding beyond e-commerce into new business opportunities, including same-day delivery through AmazonFresh and the still-in-development Amazon Prime Air, which would use drones to quickly deliver purchases. Field service could be the latest business opportunity  Continue reading