by Ian Stewart | Oct 31, 2012 | Field Service Spotlight
For now, people along the Eastern Seaboard are hunkering down and hoping to ride out the worst of Superstorm Sandy. But as soon as the surgewaters recede and people are able to take stock of the damage to their homes and property, it’ll be time for a whole hoard...
by Ian Stewart | Oct 30, 2012 | Field Service Spotlight
A 50 percent reduction in labor costs, and virtually no drop in customer service levels? That’s the promise of outsourced technology field service, according to a recent guest post on Supply & Demand-Chain Executive. Take the post, which is written by Marty...
by Ian Stewart | Oct 29, 2012 | Mobile & Tech
The following is by Sarah Howland, and post first appeared on Field Technologies Online, and is reprinted here with permission. The primary goal of Field Technologies is to help companies with a mobile workforce understand how mobile technologies can be used to...
by Ian Stewart | Oct 26, 2012 | Mobile & Tech
Is your company considering mobile video training so remote techs can look up quick-fix solutions from the field? Well, now NASA’s pushing the very boundaries of mobile training — literally — by deploying iPads equipped with software from learning management...
by Ian Stewart | Oct 25, 2012 | Field Service Spotlight
The typical White Van Man, as they’re commonly referred to in Great Britain, isn’t necessarily a man. According to a recent informal study from British insurance company AXA, a third of commercial van drivers are women. Are the demographics of field...
by Tiffany Kaiser | Oct 24, 2012 | Customer Experience
Can giveaways, discounts, and other creative tactics turn one-time buyers into a loyal, repeat customers? Service managers and others in related fields on LinkedIn swapped opinions and ideas around that question recently. Here are the three smart perspectives that...
by Ian Stewart | Oct 23, 2012 | Strategy & Leadership
What’s more critical to running a successful business — happy workers or loyal customers? The question sparked such a lively discussion recently in the Customer Service Professionals group on LinkedIn, we decided to share some of the highlights. Gary Woodard,...
by Derek Korte | Oct 22, 2012 | Field Service Spotlight
Fall is tradeshow season, and in the field service industry two prominent shows took place last week: Aberdeen held its 2012 Chief Service Officer Summit in Boston, under the theme of “The Science of Service,” while the Technology Services Industries Association held...
by Ian Stewart | Oct 19, 2012 | Customer Experience
Marketing for field service organizations has evolved rapidly in recent years with the boom in social media, mobile technology, and other Web 2.0 innovations — in addition to improvements in traditional methods. Here’s a look at some of the most effective...
by Darren Weiss | Oct 18, 2012 | Field Service Spotlight
When a service tech is called out to a job, something has probably already gone wrong. But the danger to your brand’s reputation doesn’t end there. Aside from failing to make the fix, there are a few absolute no-nos when it comes to things customers...
by Ian Stewart | Oct 18, 2012 | Mobile & Tech
This post, by Ashley Furness of Software Advice, first appeared on the Zoning In HVAC Blog by Arzel Zoning. The HVAC industry is highly reliant on mobile efficiency. Since most of the work occurs in the field, workers need advanced tools to maintain professionalism...
by Ian Stewart | Oct 17, 2012 | Customer Experience
Geek Squad, the electronics repair and service arm of Best Buy, is being positioned to bring the struggling electronics retailer back on the path to profitability. Best Buy, plagued by slumping sales and now operating under new management, announced last week that it...
