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3 Surprising Industries That Use Field Management Software

Field management software was created with field techs and their managers in mind, but other industries are grasping hold of its benefits, as well. From having data in one place to being able to track equipment and assets to easing  Continue reading

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A 4-Step Plan to Develop a Culture of Customer Success

Service organizations are increasingly called upon to drive revenue for the entire company. Part of the appeal comes from service technicians’ proximity to customers, assuming the relationship is strong and customers are happy with the service.
But customer service isn’t  Continue reading

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Avoid Common Snags to Sell Recurring Service Revenue

As vice president of technology and social research at the Technology Services Industry Association (TSIA), it’s John Ragsdale’s job to stay on top of the tech trends in field service. And that means keeping tabs on industry insiders such as  Continue reading

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How Apple’s New Gadgets Could Be a Win for Field Techs

Last week Apple released new offerings to it’s lineup of tech tools: the much anticipated iPhone 6 and 6 Plus, and the Apple Watch. While Apple generally focuses its product releases on the consumer, there’s always an undertone of enterprise  Continue reading

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Mentorship Win-Win: Engaged Employees, Better Service Revenue

Rapid technology advancements in field service mean that technicians’ job requirements change before they know it. Who thought 10 years ago that today we’d be dispatching fleets from iPhones or repairing Internet of Things-enabled devices?
One way for service organizations  Continue reading

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Imagining the Artificially Intelligent Future of Field Service

Mention artificial intelligence and many people’s minds immediately drift to doomsday science fiction movies.
But beyond the Hollywood hype lie big benefits for field service organizations. Chief among them is the ability to automate mundane tasks like scheduling, and instead  Continue reading

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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