INDUSTRY INSIGHTS

• Reshaping Customer Experience For The Real And Virtual Fields

  7/1/2022

  The consumerization of IT has increased customer and employee expectations for easy and transparent field service delivery. Field service management (FSM) software helps to coordinate the complex logistics — including parts, warranties, and customer and staff schedules — integral to installing and repairing products in the field or in service centers. At the same time, advances in areas such as Internet of Things (IoT) and augmented and virtual reality (AR/VR) are enabling entirely new models for service delivery. In this Market Overview, Constellation Research evaluates the advanced FSM capabilities and market forces and factors impacting the priorities and needs of large enterprises.

• How Xerox Navigates Best-in-Class Service Delivery

  7/1/2022

  Digital transformation is still front of mind for service leaders, but they are now turning their attention to eliminating the reactive patchwork created by pandemic-accelerated digitization efforts. Organizations want a more seamless “digital first” journey for customers and employees alike. In response to this, Xerox has integrated their augmented reality (AR) solution CareAR with ServiceNow for their onsite technicians. Read on to learn more...

• Completed Service Work: Reimagining The Concept Of Completed Staff Work

  6/30/2022

  As a young man still in school, I was fortunate to land a job with IBM in what was then known as the Field Engineering Division. I started as a night dispatcher and parts room clerk; in the succeeding years, I moved on to other responsibilities, including a position at the Northwest Region Field Engineering headquarters in Seattle. During my tenure in that position, I had the good fortune to work for an IBM veteran who became my work coach, life coach, and overall mentor. His name was George Yorgan. I’ve carried the lessons George taught me throughout my entire working career.

• Digitally Transform Your Field Service Operations For Greater Operational Efficiency And Customer Satisfaction

  6/24/2022

  Your customers are used to one-click purchases, same-day deliveries, and expect a flawless user experience. Your field agents require highly intuitive applications that allow them to complete their work orders in a fast, efficient manner. Do both. With OutSystems you can quickly deliver multi-channel applications that delight your customers and your field agents.

• Field Service Digital Transformation: How 6 Organizations Found Success

  6/24/2022

  Let’s face it. Your customers’ needs and behaviors are changing. So shouldn’t the ways you provide field services to your customers be evolving as well?