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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

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How GE Oil & Gas Connects People, Data and Machines in Remote Service Areas

With improvements in mobile technology and connectivity, “always-on” employees have access to people, systems, data and business processes whenever and wherever they want to work. And businesses rely on data coming in from workers in the field. This year businesses  Continue reading

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The Spare Parts Pitfalls Hurting Your Bottom Line

Field service excellence seems to be a moving target. When I started researching field service five years ago, the conversation revolved around the schedule and ensuring technicians reached customer sites within a given service window. Then, mobility was all the  Continue reading

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Big Data to Improve Driver Efficiency

While big data holds many promises for field service organizations looking to improve systems and lower costs, it also poses challenges when it comes to harnessing and acting on resulting insights. However, UPS believes that they have found a solution  Continue reading

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Who Is in Control — You or Your Data?

Sometimes it seems like technology in the workplace can simultaneously be a help and a hurt. In fact, most Millennials in the workforce admit they’re overwhelmed by the influx of digital improvements they encounter every day: from a new app  Continue reading

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Big Data’s Big Promise for Field Service Performance

Thanks to more diverse and complete data sets, field service organizations are able to drive increased business value by understanding where they can improve performance and boost efficiency. Every year the amount of data increases by 56 percent, and the  Continue reading

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How to Make Meetings More Productive

Most service techs stop by the company home-base once or twice a day (if that), so holding an effective meeting with a fleet or group of technicians can be challenging. One great thing about technology is that folks in the  Continue reading

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Epic Customer Service Fail Reminds Companies to Show Respect

We now live in an age where our every move is just a click away from going viral. That’s a lesson Comcast learned all too well this week when a customer service call that turned sour lit up the Internet.  Continue reading

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GE Bestows Intelligence on Manufacturers of All Sizes

Thanks to connected devices and Internet-enabled sensors, field service equipment is becoming intelligent enough to monitor its health and alert techs when it needs attention. In the Industrial Internet—General Electric’s term for the integration of physical machinery with networked sensors  Continue reading

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Psych 101: What Every Field Service Pro Should Know for Better Customer Communication

Field service professionals — from executives in the corner office to the technicians in the field — know that customer service is a big part of the profession. To deliver great customer service, service pros need the right mix of  Continue reading

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As Tech Races Ahead, Service Skills Must Keep Up

From Tesla’s electric cars to Siemens’ MRI machines, high-tech devices gather all kinds of data to indicate equipment health. Is the equipment running out of capacity? Is it low on fuel? Is there a problem with the disk drive? All  Continue reading

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The Race to Create a Common Language for Connected Devices

The trend toward connected machines, everything from power plants to home appliances, will no doubt have profound effects on the field service industry. Cisco estimates that there will be 50 billion intelligent, Internet-connected devices by 2020. What this connectivity will  Continue reading

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Invisible Teams: How a Lack of Employee Recognition Is Killing Your Organization

When research on the negative effects of workplace bullying revealed that certain forms of harassment had become a workplace norm, no one was particularly surprised. Satire in movies and television have been parodying the micromanager and tough-guy coworker for ages.  Continue reading