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Field Service Gift Guide: 8 Ideas That Every Service Tech Will Love

The holidays are a time for giving, selflessness and showing customers and employees some love. A set of steak knives or a thoughtful card might do the trick for customers, but technicians deserve a token of thanks for their hard   Continue reading

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3 Critical Skills Modern Service Techs Must Master

It’s a brave new world for service technicians. They’re using iPhones and tablets to manage their daily workloads, some are driving cool hybrid vans and even the equipment they fix can talk to them and tell them what’s wrong. Beyond   Continue reading

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Weekly Must-Reads: Great Service Depends on Getting Personal with Customers

The top stories this week from the field.

Don’t Be Afraid to Get Personal With Customers

“Another aspect of personalized interaction is the human touch. Gartner’s Michael Moaz points out in a recent blog that when it comes to interacting   Continue reading

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Give Customers a Great ‘Pre-Experience’ Gift this Holiday Season

In almost every one of my speeches, I talk about the value of showing appreciation. It can be in the form of a thank you note, an email, a phone call — even a text. It’s simply letting someone else   Continue reading

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Is Culture the Missing Link to Great Knowledge Sharing in Field Service?

For service leaders, knowledge sharing is a top — and urgent — priority. One reason? Older technicians are nearing retirement, and executives need to capture every morsel of those seasoned technicians’ know-how before it’s too late. Another reason is that   Continue reading

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To Increase Service Revenues, GE Puts Wind Turbine Data to Work

General Electric is tapping a new source of revenue for its wind energy business: data. The company is betting big on the emergence of connected devices — GE calls the trend the “Industrial Internet” — to open up new money-making   Continue reading

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Measuring Your Way To Greater Service Delivery Performance

Based both on the topline findings of Strategies For Growth’s 2014 Field Service Management Benchmark Survey and follow-up research, it is not surprising that the field services community recognizes it will need to increase its investments in new technologies and   Continue reading

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Comcast Tests New Rate-A-Tech Mobile App

The top stories from the field this week.

App Gives Customers 30-Minute Arrival Alert

Cable is the most-hated industry in the U.S., and companies like Comcast haven’t done much recently to help their cause. Remember Comcast’s embarrassing customer service fail   Continue reading

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Could Facebook Become An Indispensable Tool for Field Techs?

Facebook already has a firm grip on people’s personal lives. But news leaked during the weekend about Facebook’s ambitions to become the social network of record for people’s working lives with a new business collaboration service called Facebook@Work.

Details are   Continue reading

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Connect Your Fleet to the Internet With This DIY Toolkit

As the Internet has begun to connect with everything from thermostats to watches, service techs suddenly have a new slew of gadgets to collect data and work with customers. Increasingly, the connected office is moving beyond the cubicle, and   Continue reading

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Home Depot Mobilizes Field Techs With New App

The top stories from the field this week.

Home Improvement Techs Get Mobile Makeover

It’s been a tough couple of months for Home Depot following its high-profile data theft. Hackers stole at least 53 million email addresses and 56 million   Continue reading

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Internet-Connecting Trucking Removes Roadside Uncertainty

For commercial truck drivers, judgment calls are often the only thing between a late delivery or a roadside emergency. If there’s any question the truck might need a repair, even for something minor, the driver must decide whether to push   Continue reading

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Mobile Adoption Lags for Smaller Field Service Firms

Field service is an inherently mobile industry. It’s just not the type of work that can be done from the office, which has been true for as long as products have needed to be serviced — and long before smartphones,   Continue reading

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‘Tis the Season for Increased Delivery Capacity

Holidays are hectic for everyone, but seasonal fluxes hit suppliers and delivery companies especially hard. Last year an estimated 2 million Christmas presents arrived late because of bad weather and unprecedented surges in last-minute orders, according to shipment-tracking software developer   Continue reading

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What Service Pros Should Know About Supply Chain Strategy: Q&A with Dave Cook

Most field service companies have an inventory replenishment strategy in place, but more often than not, it wasn’t designed strategically. We recently spoke with Dave Cook, CEO of Right Sized Inventory, about the value of cloud technology to determine optimal inventory   Continue reading

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Cut Through the Noise: Finding a Better Way to Communicate in the Field

Field service organizations are awash in devices, apps, services and other technologies that promise to make communication simple. Technicians today can FaceTime with a colleague in the office directly from the field to help solve a problem or access a   Continue reading

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Lifetime Value: The Most Overlooked Metric in Customer Service?

Four in ten senior executives in larger companies don’t know the lifetime value of their customers. That’s according to MarketingCharts, which quoted a Forbes and Sitecore study that surveyed 312 senior executives in North American companies. Not only did   Continue reading

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Charm Customers By Providing The Perfect Mix of Service and Support

What customers tell you they want isn’t always what they actually need. That’s just the nature of the business — especially in the highly demanding services sector.

But there’s one thing that both parties agree upon: Customers want their primary   Continue reading

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When Just Showing Up Doesn’t Cut It, Field Service Pros Must Redefine Service

Field service is at a crossroads, and business leaders can no longer afford to keep service in the technological darkness. Now is the time to fold field service divisions into the larger organization, Dave Hart, vice president of customer transformation   Continue reading

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Farmers Reap the Benefits of Connected Technology in the Field

The Internet of Things is everywhere in field service, from ATM manufacturers that use M2M technology to monitor their machines to welding companies that train technicians with virtual reality software. Connected devices are revolutionizing the way that organizations operate, resulting   Continue reading