Category: Mobile & Tech

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Portrait of Tomorrow’s Service Tech: Young, Savvy and Collaborative

The field service industry has long grappled with the challenge of an aging workforce. To keep up with the next generation of field service talent, companies must adapt to younger, tech-focused workers who value mobility and collaboration.

Learn about   Continue reading

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TSIA: Field Service Support Gets Social in 2015

Social media continues to transform how businesses interact with customers, especially when it comes to providing support and resolving issues. While field service organizations are warming up to social media sites to monitor customer sentiment, most organizations (and their customers)   Continue reading

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Weekly Must Reads: The Coming $14 Trillion Boost from Connected Tech

Don’t miss this week’s must-read field service management stories.

There’s plenty of buzz around the Internet of Things and connected technology, but many questions remain about how this new wave of technology will work in practice. A recent report from   Continue reading

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Field Service Reading List: How Real Companies Succeed with Social Media

The following post is about a new book describing how industry leaders like Cisco, Adobe and others build successful social business programs. The book, “How Companies Succeed in Social Business,” was written by the TSIA’s former director of   Continue reading

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Field Service 2014: Year in Review

From new mobile technologies and the emerging Internet of Things to a big dose of Big Data and new business models centered on customer service, 2014 was an eventful year in field service. At the heart of it all, managers and techs   Continue reading

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Don’t Overlook Google as Knowledge Management Tool

When people need to find information or answer a question, whether personal or work-related, today’s first stop is often the Internet. That instinct holds true for field service technicians, too, as answers are a Google search away on a technician’s   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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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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Will Apple Pay be a Game Changer for Payments in the Field?

Paper or plastic? The answer may be neither pretty soon. Most field service organizations are working hard to go paperless, and, with the help of the cloud and other technologies, the paperwork that used to pile up after a   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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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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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