by Megan Van Vlack | Aug 30, 2013 | Field Service Spotlight
It might look more like something out of Blade Runner than a commercial service fleet — but the all-electric, rear-wheel-drive Navistar eStar is gaining traction as a field-service workhorse. It’s also a popular new addition to FedEx’s...
by Field Technologies Online | Aug 29, 2013 | Mobile & Tech
When it comes to rugged vs. consumer devices in field service, Michael Lavery, the manager of mobile and wireless systems development at FedEx Ground, knows what he’s talking about. He spoke with Sarah Howland, the editor-in-chief of Field Technologies Online,...
by Megan Van Vlack | Aug 27, 2013 | Field Service Spotlight
How do you keep the world’s second largest offshore wind farm – Denmark’s Horns Rev 2, owned by DONG Energy — operating at peak efficiency with a bare minimum number of breakdowns? For starters, you’ll need some big boats: Horns Rev 2 sits about 18...
by Sumair Dutta | Aug 26, 2013 | Strategy & Leadership
Recent research conducted by The Service Council on field service challenges has provided The Service Council with some eye opening data with regards to field service workforce management priorities for the rest of 2013. Sumair Dutta, Chief Customer Officer at The...
by | Aug 23, 2013 | Service Transformation
Editor’s Note: This is the first in a new series called “Problem Solved” where ServiceMax solutions consultants will discuss a real field service problem they hear from prospects and then show how ServiceMax solves it. Our first installment comes...
by Courtney Buchanan | Aug 22, 2013 | Strategy & Leadership
How do field techs make sure their customers are satisfied? While getting the repair completed is important, customers are paying more attention to the overall experience with the company. Customers don’t become unsatisfied with one bad visit. Instead customer service...
by Megan Van Vlack | Aug 20, 2013 | Customer Experience
Having a seasoned team of field technicians with stellar technical and customer-service chops is an absolute must. A new survey by Field Service USA, however, suggests that beefing up their sales skills can pay additional dividends. Large-scale service organizations,...
by Sumair Dutta | Aug 19, 2013 | Mobile & Tech
It seems that on September 10, Apple will announce an updated version of the hugely popular iPhone, quite possibly tabbed the iPhone 5s (Link via @TechCrunch). The new phone will have updated capabilities consistent with Apple’s naming criteria and will feature a...
by Megan Van Vlack | Aug 16, 2013 | Field Service Spotlight
First of a weekly series celebrating must-have tools in the field. This week: the ubiquitous classic, the Phillips screwdriver. Patented in 1936 by Henry Phillips, an Oregon businessman, the low-cost, lightweight Phillips screw and screwdriver first appeared...
by Courtney Buchanan | Aug 14, 2013 | Field Service Spotlight
Field techs are always on the go, rushing to the next customer in the shortest time possible. But for fleet managers in many major U.S. metro areas, transit times pose a major challenge. Consider that it takes an average of 52 minutes for a service tech in Washington,...
by John Ragsdale | Aug 13, 2013 | Strategy & Leadership
In my book, Lessons Unlearned, I talk about the importance of loving your employees, and how to work with people who have bad attitudes to help them understand, and be empathetic, to the plight of the customer. I realize none of this may be revolutionary, but here are...
by Aly Pinder | Aug 12, 2013 | Strategy & Leadership
Cash is king. The customer is always right. These two idioms often conflict as service organizations attempt to quickly resolve all customer issues and deliver a high level of service without breaking the bank. The link between these often opposing goals is efficient...
