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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

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Beware These Mistakes When Hiring Independent Field Service Techs

Service leaders are always on the lookout for talent since great service — and quality technicians — are key to keeping customers happy. But staffing can get tricky for many reasons, whether a skills gap, seasonal workload fluctuations or   Continue reading

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How Cloud Technology Drives Innovation, Business Transformation

Field service managers have made their case for mobile technologies in the field, and now there’s even more reason for cloud computing to be added to an organization’s arsenal. The C-suite gets it too — with cloud technology, their companies   Continue reading

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GE Adds More Robots to Its Service Workforce

You’ve heard it once, twice, a thousand times: this is the time of connected things. The Internet of Everything is upon us, meaning that while the devices techs work with every day will soon be able to   Continue reading

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Money Tied Up In Excess Inventory? Technology Can Help With Parts Planning

Having the right inventory and equipment on hand drives improved business performance, yet many organizations are stuck in old-age methods of managing inventory. To streamline inventory planning and have parts on hand only when they’re needed, executives should invest in   Continue reading

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Pimp Your Fleet: Vehicle Branding Gets Creative

Fleet managers often think of vans and trucks in terms of function. They want the most efficient vehicles to help techs get the job done. But service vehicles have other, less obvious benefits, such as advertising potential.

Take the Toronto   Continue reading

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The Power of Virtual Reality Training in the Field

To address the growing skills gap in field service industries, organizations are focusing on how they train their techs now more than ever before. With the majority of veteran techs — often the gatekeepers of knowledge — out in the   Continue reading

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Smart Glasses Make Their Field Debut With Israeli Technicians

Field service leaders are giving wearable technology like smart glasses a close look — and for good reason. These mobile devices have practical uses in the field, from hands-free troubleshooting to collaboration with other technicians. Gartner estimates that smart glasses will   Continue reading

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4 Ways to Help Employees Track Performance Data — Without Creeping Them Out

As devices like Fitbits, Google Glass and the soon-to-be-released Apple Watch gain traction in the consumer marketplace, companies are making the business case for wearables in the workplace. Employers increasingly provide gadgets like activity trackers to employees, in hopes   Continue reading

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How to Close the Field Service Skills Gap By Spreading Knowledge: Q&A with Aly Pinder

There’s no doubt that there’s a developing skills gap among employees who are currently in the field and candidates who are looking to work their way into field service. A recent CareerBuilder study found that installation, repair and maintenance positions   Continue reading

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From Field Service to the Supply Chain, the Connected Future Means Big Business

Billions of devices are expected to connect to the network by the end of the decade. These previously unconnected devices and sensors will inject loads of data into businesses. If analyzed properly, that data will eliminate the guesswork from many   Continue reading

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What Fleet Managers Can Learn From Uber’s Geofencing Experiment

On-demand taxi service Uber is never without a lawsuit, it seems. Recently, the company faced scrutiny for its behavior at Los Angeles International Airport as it’s illegal for drivers who lack the proper permits to pick up passengers at the   Continue reading