by Derek Korte | Oct 31, 2014 | Field Service Spotlight
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 customer...
by | Oct 30, 2014 | Service Transformation
This post comes from The Service Council’s Chief Customer Officer, Sumair Dutta. Businesses are transforming the way they support their customers and while this is often labeled as a service transformation or a customer-centric transformation, the reality is...
by Shep Hyken | Oct 30, 2014 | Customer Experience
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 40 percent...
by | Oct 28, 2014 | Service Transformation
We are now living in an era defined by rapidly developing technological advances that are affecting almost every aspect of our lives. Field service is no different, and technology is continuing to make great changes especially in terms of mobility. The Internet of...
by Bill Pollock | Oct 28, 2014 | Customer Experience
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 vendor to provide them...
by Derek Korte | Oct 24, 2014 | Field Service Spotlight
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 at ServiceMax,...
by Courtney Buchanan | Oct 23, 2014 | Mobile & Tech
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...
by Derek Korte | Oct 22, 2014 | Strategy & Leadership
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 the loss of experienced...
by | Oct 21, 2014 | Service Transformation
Empowering service technicians with cloud-based, real time tools in the field means they can do work-orders, request parts, schedule and be scheduled, look up manuals, take payments, renew maintenance agreements, use social channels to communicate problems swiftly and...
by | Oct 21, 2014 | Service Transformation
We’ve just about recovered from the whirlwind that is Dreamforce: keynotes with famous people, great sessions, one-on-one time at booths, and of course…the after-parties. Once again, we’d like to thank everyone who came to one of our sessions, had some libations with...
by Courtney Buchanan | Oct 20, 2014 | Field Service Spotlight
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 can innovate faster and...
by Derek Korte | Oct 17, 2014 | Field Service Spotlight
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 collect massive amounts of relevant data, they will also...
