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Technology And Big Data: Reinventing The Customer-Supplier Relationship
Technology And Big Data: Reinventing The Customer-Supplier Relationship The marketplace for equipment manufacturers is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every manufacturer will be faced with the hard truth that their customers are changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue...  Continue Reading...
The Building Blocks Of Predictive Service
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...  Continue Reading...
Digital Transformation: Balancing Speed 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...  Continue Reading...
What Our AI Perceptions Today Say About Our Plans For The Future
What Our AI Perceptions Today Say About Our Plans For The Future Artificial intelligence (AI) has been the buzzword du jour over the last few years, unseating IoT as the technology darling making its way into ad copy across field service technology providers. We’ve reached a point where most firms are aware of how AI can support their business conceptually, but only a fraction have put AI-powered solutions into practice today. Given that fact, now seems like the ideal time to take a look at how AI is...  Continue Reading...
Measuring The Customer Experience
Measuring The Customer Experience Measuring the customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth potential.  Continue Reading...
Samsung Adds A Rugged Tablet Option To Consider In Your Mobile Device Decision
Samsung Adds A Rugged Tablet Option To Consider In Your Mobile Device Decision Last week, Samsung announced U.S. availability of its Galaxy Tab Active2 rugged tablet. Samsung says in its press release that the device “is designed for mobile workers who conduct business outdoors or beyond office walls, including in the field, industrial locations, and harsh weather.” Based on a survey we conducted last fall, 36 percent of our respondents’ companies are using a combination of tablets along with a handheld...  Continue Reading...
Making The Move To Agile Software Development
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...  Continue Reading...
IoT In Field Service: Jump In With Both Feet Or Dip Your Toe?
IoT In Field Service: Jump In With Both Feet Or Dip Your Toe? I’m getting ready to attend another IoT conference and as I’m reading through the speaker bios and descriptions of the sessions, I notice  how the dialogue in most field service circles has jumped into topics like IT/OT convergence, deep analytics, AI, AR, and DevOps success stories. As a “seasoned” field service guy, this seems like a lot of “IT speak” and it is costing companies a lot of money. The fact ...  Continue Reading...
Service Lifecycle Management: The Catalyst For Integrating Service Operations
Service Lifecycle Management: The Catalyst For Integrating Service Operations The concept of service lifecycle management (SLM) has been around for some time now; however, the tools and technologies used to actually make it work within the organization are still emerging and evolving. As SLM solutions continue to evolve, they also build upon themselves to provide users with more power and flexibility to manage their services operations than ever before.  Continue Reading...
The State Of Field Services 2018
The State Of Field Services 2018 Traditional hardware manufacturers and original equipment manufacturers (OEMs) are all struggling with profitable revenue growth. The historic business model that was based on “Make, Sell, Ship + Attached Service” has either collapsed or is showing signs of duress. So, who can OEM’s count on to play a key role in the transformation that needs to take place? Field services.    Continue Reading...