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Is Your Field Service Organization Stuck?
Is Your Field Service Organization Stuck? I really enjoyed talking with Dave Pattison of Mission Linen Supply for this month’s cover story. As you’ll read, Mission Linen Supply was able to get out of a field service rut to truly modernize and transform their business. But as Dave and I were talking, I was thinking about how this process really takes some initiative and some discipline. It’s easy to get stuck — when things are going all right, it’s easy to...  Continue Reading...
Ensuring Success With Field Service Mobile Apps
Ensuring Success With Field Service Mobile Apps 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.  Continue Reading...
How 4 Ego-Driven Deeds Are Destroying Your Organization
How 4 Ego-Driven Deeds Are Destroying Your Organization Captured on camera — a passenger being dragged off a plane goes viral instantly, and an international brand-tarnishing moment is made. As a leader such a scenario is a shining opportunity for a CEO, business owner or senior executive to seize control of the situation, and turn it around. Instead, far too many executives lose their cool, shift the responsibility and fault others — often relegating the situation to “regrettable...  Continue Reading...
Delivering Superior Field Service
Delivering Superior Field Service Every service technician has to walk a fine line between doing everything the customer wants vs. doing only as much as the company — and time — will allow. Sometimes that fine line is clearly demarcated — and sometimes it is not. However, this is all relative because as far as the customer is concerned, that fine line does not even exist — the customer basically wants what they want, and won't be satisfied until they...  Continue Reading...
Surviving A Merger Or Acquisition – How To Prepare Your Field Service Operation And End Up In Control
Surviving A Merger Or Acquisition – How To Prepare Your Field Service Operation And End Up In Control Global merger and acquisition (M&A) activity hit record a $4+ Trillion with a “T” in 2016 and it is continuing in 2017.  If you’ve been through it before you know how disruptive it can be to your business.  When the merger is announced you’ll hear the corporate boards speak of tax inversions, expanded market share, shareholder value and efficiency gains. Early in the process everyone is reassured that it was ...  Continue Reading...
Bringing The Amazon Approach To IoT To Field Service
Bringing The Amazon Approach To IoT To Field Service The technologies of The Internet of Things are fascinating and hold tremendous impact. The transformation of major industries and cities into the “smart” or “digital” version of themselves, like a frog getting a kiss and turning into a prince, captures the media’s attention. But for the vast majority of leaders and the companies, topics like “digital transformation” and “Internet of Things”...  Continue Reading...
4 Reasons Your Field Automation Initiative Will Fail
4 Reasons Your Field Automation Initiative Will Fail 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...  Continue Reading...
Advice For Attracting And Training New Field Service Talent
Advice For Attracting And Training New Field Service Talent I recognize this is a journal about field technologies, but let’s back up a bit and talk about people and process and their relation to technology. We often talk about our worry, concern, and strategic plan to attract talent and replace our aging workforce. Knowledge transfer is always in the forefront of our minds, and of course consideration of millennials and many other valid and evolving issues.  Certainly I am in such a venerated ...  Continue Reading...
3 Musts For Providing A Modern Customer Experience
3 Musts For Providing A Modern Customer Experience The demands of customers today reach far beyond what many traditional field service organizations are used to – or equipped to – deliver. I’m here to tell you, folks, it is time to step up to the plate – and fast. The only path forward in service is to truly understand and embrace your customers’ expectations and look for ways to deliver on, and even surpass, them. Most customers are looking for that “Amazon...  Continue Reading...
The Best Augmented Reality Solution You'll Ever Implement
The Best Augmented Reality Solution You'll Ever Implement Earlier this year Field Technologies published an article that I authored title "Will 2017 Be the Breakout Year For Augmented Reality?". Based on our review of market research from several different industry analyst firms, we anticipate expenditures on Augmented Reality to reach $8.8 Billion by 2017-year end. So far, this year has certainly been a break-out year for AR within the Field Service Industry. We've seen many vendors hit...  Continue Reading...