by Derek Korte | May 30, 2014 | Field Service Spotlight
For field service organizations, summertime can mean busy schedules and packed work order queues. And there could be even more work to go around this summer. The latest economic numbers suggest growth, with strong rebounds in manufacturing and other service...
by Megan Van Vlack | May 29, 2014 | Mobile & Tech
Distracted driving is inevitable — whether it’s checking an urgent text message from the boss or mopping up spilled coffee — any fleet manager would be hard-pressed to find a member of their team that hasn’t experienced a time when their eyes weren’t...
by Shep Hyken | May 28, 2014 | Strategy & Leadership
One of my favorite topics to write and speak about is about what happens when the customer is not right. I love to say it… The customer is NOT always right. It’s okay for customers to be misinformed or make a mistake. However, sometimes the customer is not only...
by Megan Van Vlack | May 27, 2014 | Customer Experience
Balancing economic demands while maintaining customer satisfaction is no easy feat for service supply chain managers. According to Glyn Dodd, managing director of service supply chain specialists Centrex Services, the biggest hurdles for organizations are legacy...
by Derek Korte | May 23, 2014 | Field Service Spotlight
Field service work is inherently mobile, which explains why the latest gadgets hold so much promise in the industry. Get beyond the hype, and there are countless stories of how iPads, GPS tracking devices, smartphones and even wearables are improving work in the...
by Megan Van Vlack | May 22, 2014 | Mobile & Tech
Field service technicians are road warriors who often spend a lot of time behind the wheel. But those hours spent driving to the next service call (or sitting in traffic) can mean overtime for techs who need to finish the day’s work. A new wave of...
by Bill Pollock | May 21, 2014 | Strategy & Leadership
Traditionally, there have been only a small handful of ways for growing a service organization’s field technician coverage — namely, recruiting, hiring and training in-house. The situation becomes even more complicated when the organization has to factor in critical...
by Megan Van Vlack | May 19, 2014 | Customer Experience
Field service technicians often juggle multiple service calls a day as well as handle emergency repairs that don’t always run smoothly. One way that service organizations can give customers a behind-the-scenes pass to the maintenance and repairs that go into...
by Derek Korte | May 16, 2014 | Field Service Spotlight
There’s a lot of truth to the maxim, “If it ain’t broke, don’t fix it.” But a new industry study suggests that field service managers might not even know what’s broken within their organizations. The reason? Many haven’t bothered to review how their...
by Megan Van Vlack | May 15, 2014 | Mobile & Tech
Whether they’re scaling a 300-foot-tall wind turbine or inspecting a narrow chimney, field service technicians often juggle ladders, ropes, helmets and other gear to reach inaccessible places. But there may be an easier alternative for techs to scout problems...
by John Ragsdale | May 13, 2014 | Mobile & Tech
The following post about Technology Services World 2014 Best Practices [May 5-7, 2014] originally appeared on John Ragsdale’s blog, Ragsdale’s Eye on Service, and is re-posted here with permission. I wanted to recap some of the info from my “Power Hour”...
by Derek Korte | May 9, 2014 | Field Service Spotlight
Field service organizations these days are often under tremendous pressure to do more with less: generate more revenue, increase customer loyalty and improve efficiency — all while lowering costs. But how? They’re questions service managers wrestle with every day, and...
