Sarah Nicastro

Sarah Nicastro

Sarah Nicastro is the publisher and editor-in-chief for Field Technologies Online.

ARTICLES BY SARAH NICASTRO

  • The Building Blocks Of Predictive Service

    Today’s field service organizations are on a mission to migrate from the traditional break/fix service model to a predictive service model — it’s simply what customers expect and where the industry is headed. As Jack Rijnenberg, director of global customer service at Markem-Imaje put it when I interviewed him recently, “There’s a clear movement in the service industry toward predictive service, and that’s the direction we need to move in.” But the reality is, a successful transition from break/fix to predictive service requires well thought out strategy and execution.

  • Digital Transformation: Balancing Speed And Execution

    As companies adopt various digital technologies along with new strategies in an effort to make operations more efficient and to provide better service to their customers, determining the appropriate balance between speed and thorough execution is sure to be a challenge. Field service organizations especially are under a lot of pressure to optimize productivity, to deliver a superior customer experience, and to become a profit center. Under the weight of that pressure, it’s easy to race through your current initiative in an effort to “check the box” and move on to the next phase.

  • Making The Move To Agile Software Development

    The topic of shifting to an agile software development methodology has come up in a few of my conversations with field service leaders recently. I’m no software developer, so I first had to learn exactly what an agile approach was and how it differed from some more traditional development methodologies, such as waterfall. Using a traditional approach, such as waterfall, the project is put into sequential, predefined phases and worked to completion before being fully deployed to the user base. The agile methodology is built on the concept of giving a self-directed team broad goals and then allowing them to work to meet those goals. Agile uses incremental planning whereby detail is added and revisions are made throughout, versus identifying all of the detail of the project from the outset.

  • The Trials And Triumphs Of Field Service Innovation

    National Grid shares the highs and lows of a major business transformation projected to reduce total operational spend across its U.S. utilities by approximately $100 million.

  • 4 Real-World Steps For Transforming From A Cost Center To A Profit Center

    Editor-In-Chief Sarah Nicastro talks one-on-one with Ryan Snellings of Fresenius Kabi about how the company is reducing costs and increasing revenue.

  • Embrace The Changes Telematics Can Bring

    This transportation company saved $300,000 the first year its telematics solution was in place, which led to further innovation.

  • Digital Transformation Leads To Service Revenue Growth

    GE Healthcare has increased service revenue by $10 million through its digital transformation efforts.

  • Fresenius Kabi Modernizes Service With Augmented Reality

    The use of augmented reality (AR) in field service has shifted from hypothetical to reality with companies experiencing benefits such as remote resolution and stronger training and support of field workers. Fresenius Kabi is a global health care company that specializes in lifesaving medicines and technologies for infusion, transfusion, and clinical nutrition.

  • 4 Companies To Emulate With Your Customer Experience Initiative

    Blake Morgan, customer experience futurist, wrote an article recently for Forbes titled The 10 Most Customer-Obsessed Companies In 2018 where she highlights “the 10 most customer-obsessed companies of 2018 that are setting the gold standard for what it means to put customers first.” She selected her list based on these companies being “most cited in reviews and the business press and were included because of their industry-leading focus on customer experience.”

  • Investing In Your Field Service Success

    In today’s competitive field service landscape, complacency is the kiss of death. Continual forward motion is crucial, in terms of innovation, skill building, and process optimization. From both a company and personal perspective, it’s important to determine appropriate ways to continually invest in field service success. “Maintaining the status quo” is no longer an option.