It is often difficult to prepare employees in a service organization for necessary IT upgrades, realignments, and strategy shifts — especially given their close connection to customers. Employees are creatures of habit and are sometimes afraid of the unknown or pose resistance by uttering the dreaded “because that’s the way we’ve always done it” mantra. Furthermore, service employees interact on a daily basis with customers and are often protective of customer interactions due to fear of any change negatively impacting their customers. However, strong service executives know that remaining agile is necessary to thrive in today’s competitive environment and the challenge is to successfully enact change to ensure everyone within the organization is in alignment.
With an explosive growth in new technologies to gather and use data to optimize service delivery this will be at the heart of driving the service industry in 2018. IoT in combination with digital twins, AI-powered service organizations and equipping users to service their own assets are key trends impacting the service industry, predicts Mark Brewer, IFS Global Industry Director for Service Management.
The greying of the field service workforce is one of the biggest challenges facing many in the field service industry. As the Baby Boom population ages into retirement, companies are struggling to bring in a new generation of replacements and bring them up to speed at the same rate that more experienced workers are retiring.
Helping customers help themselves — also known as “self-service” — has become a necessity in CX programs. This report will explore the reasons why that is, and will highlight the building blocks needed to achieve success in implementing self-service.
Improving customer satisfaction is the number one priority driving the CX executive agenda in 2018. This means meeting and exceeding rapidly changing buyer expectations to retain existing buyers and acquire new ones. Complementing this goal are several other key objectives, including increasing brand awareness and loyalty, which requires firms to first create happy customers to drive sustainable gains in this area.
A rugged tablet solutions allows 3C Compétence Cuisine Collective to executive an aggressive growth strategy.
Learn the processes, technologies, tools, and tricks leading field service companies today are using to optimize operations and prepare for the next phase of field service.
From basic overview to solution selection criteria, this report is your go-to guide to ensuring compliance with the ELD mandate.
Practical insight for ensuring a smooth transition from basic to advanced to next-generation field automation.
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.
GammaTech Computer Corporation, the North American branch of Twinhead International Corporation, recently announced it has changed its name to Durabook Americas, Inc. The new name reflects the company’s longstanding focus on the DURABOOK brand as well as changing market conditions that emphasize the need for reliable, purpose-built, mobile computing solutions.
70% of companies will face a field service talent deficit from retirement in the coming 10 years. To fix the technician labor force shortage, you can either hire the next generation of field engineers—the millennials—or consider leveraging contingent or third-party technicians . . . or a combination of the two! Both options pose challenges and rewards that you need to consider.
Service organizations know that reverse logistics is a complicated process. What’s even more complicated is identifying opportunities to make proactive business decisions, given the reactive nature of the returns service lifecycle. How can we better forecast our returns to better manage the reverse supply chain and its impact on your business?
Discover how leading companies are using IoT in parts management and discover new tools to achieve your margins and customer retention goals.
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.