Service excellence continues to be a strategic objective for OEMs, as service organizations endeavor to expand customer engagement while optimizing service delivery. Field service sits at the nexus of this customer/operations intersection, and it is the fulcrum for success or failure in the age of maximizing service efficiencies and delivering a superior customer experience.
Digital transformation may be all the rage at the moment, but it comes with a multitude of questions and challenges of its own. We believe that Digital Transformation can be achieved by making People, Processes and Technology work together.
That is how quickly IoT has transformed from an unfamiliar technology acronym to a near-mandatory technology investment for companies in nearly every industry worldwide, especially manufacturers, utilities, government and those in warehousing and distribution.
Field Service is a remarkably complex business. The variety and volume of data a field service organization must work with, gather, and manage is extraordinary. Think about it.
There’s a great deal of talk today about Mobile Workforce Management (acronyms MWM and MWFM) in field service. As well there should be; the advent and proliferation of software solutions for managing and scheduling mobile, often remote field service technicians has been a boon to both field service organizations and their customers.
As we work with our customers interested in integrating our service management software with an enterprise resource planning (ERP) application, we try to engage them early on in the sales process to really figure out the right way to accommodate their integration needs. Many times we find that a significant part of a customer’s initial deployment effort is related to putting interfaces in place between our service management system, their ERP system and other operational systems, data ware- houses or other data sources.
Practical insight for ensuring a smooth transition from basic to advanced to next-generation field automation.
Discover how your peers are using today’s mobile technologies in field applications to transform their businesses.
The time for IoT is now. Learn the technology essentials, how to put IoT data to work, and tips for keeping your customers in the IoT loop.
Understand the cost of fleet safety, what goes into a fleet safety strategy, and how today’s technologies play a role.
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
CSG Systems International, Inc., the trusted global partner to launch and monetize digital services, recently announced that it will expand and extend its agreement with Charter Communications through December 31, 2021.
The latest Gartner Magic Quadrant for Field Service Management report states that through 2020, 80 percent of organizations with more than 75 field technicians will miss more than 20 percent of planned efficiency gains from field automation due to incomplete integration or deployment. Based on the conversations I have with field service leaders and the bevy of challenges they face in successfully deploying field automation, this statistic doesn’t surprise me. But that 80 percent doesn’t need to include you. Let me share with you some missteps to field automation success that your peers have filled me in on during interviews over the years. Here are four largely avoidable reasons your field automation initiative will fail.
Imagine a command center analyzing data from machines and automatically dispatching technicians when equipment needs service to prevent an outage. Machines, people and data working together to achieve real business outcomes. This is the vision of the future for industrialists and the intersection of modern field service and asset performance management lies at the heart of it.
The average first-time fix (FTF) rate for service organizations has hovered barely above 70% for years. Even with a proven direct correlation between FTF rates and customer satisfaction rates and profitability, companies struggle with making solid improvements with FTF.
“Everybody at my company communicates perfectly”. Said no one, EVER. Communication is a struggle for many companies, but so few realize how elemental it is for business success. And for companies with teams of people away from desks, out in the field, the need for improved communication is paramount.
Field Technologies Online is the premier resource for the optimization of your field workers, service, and assets. Our goal is to provide companies in the field service, transportation/distribution, government, public works, and utilities industries with information on mobile technologies that can be used to improve productivity and drive efficiency. Here you’ll find valuable resources on topics including field service software, mobile computing, fleet and asset management, and M2M. From real world, firsthand accounts of how your peers are using mobile technologies to drive business benefits to thought leadership on the latest technology advancements and trends; Field Technologies provides the information you need to determine how mobile technology could be improving your organization.
Please take a moment to join our community and discover the benefits of your free membership. If you have feedback, we’d love to hear it – please email us at info@fieldtechinfo.com.
