Improving the customer experience has been a key strategic initiative for field service organizations this year, and field service management provider ServicePower introduced a new product module today as part of its unified suite to help companies achieve that goal. I sat down yesterday with Marne Martin, CEO of ServicePower, to discuss why this focus on the customer experience is so critical, and to get her thoughts on some of the ways that the field service customer experience will evolve in 2018.
Titan Machinery owns and operates a network of full-service agriculture and construction equipment dealerships. The company has more than 2,500 employees working from nearly 120 locations across the United States and Europe. After a lengthy ERP upgrade initiative, Titan was looking for a simple way to extend mobile capabilities to its 335 field service technicians.
I watched a video on inc.com not long ago that stuck with me. In it, Simon Sinek, bestselling author of Starts With Why, discusses the fact that leadership isn’t a rank achieved, but a skill you always practice. He brings up a few really good points, including the fact that good leaders recognize the fact that they aren’t experts; rather, they are students that are always learning and continually improving their skills. He also mentions that great leaders always prioritize the needs of their people above their own needs.
There’s less than two months to go until compliance is required for the ELD final rule, which was enacted at the end of 2015 by the U.S. Federal Motor Carrier Safety Administration (FMCSA). The ELD mandate requires commercial drivers who are required to prepare hours-of-service (HOS) records of duty status (RODS) to do so using electronic logging devices (ELDs). The goal of this mandate is to ensure accuracy of record keeping and increase safety.
At the end of September, I had the pleasure of attending WBR’s Field Service Fall event in Amelia Island, Florida. I hosted a panel on digital transformation that included Cisco Technical Services, Diebold Nixdorf, UTC Climate, Controls & Security, and AmTrust Financial. The panelists each shared insights on where their respective companies are at on the digital transformation journey. Digital transformation was surely one of the key themes discussed at the conference.
New APIs will make the development of AR (augmented reality) apps easier.
This housing development company expects a net $1 million benefit from the investment in a field automation solution.
Markem-Imaje just completed a field service overhaul in order to improve efficiency, create additional revenue, and provide a better customer experience.
Gosiger’s three-pronged business transformation included investment in a field service management system that, through efficiency gains, gives the company the capacity to take on an additional $2.6 million in service work each year.
With the use of a video collaboration tool, Ziegler CAT has reduced the length of its technology support calls by 50 percent.