Some organizations plan to delay new equipment purchases as they assess what will be their next normal. This will put an outsized strain on the service organization as legacy and aging equipment gets pushed to its limits. The challenge will be, how can field service organizations deliver increased levels of support and quality experiences with finite resources.  Continue Reading..

When the field service management industry responds to changing needs and new demands, customer outcomes improve too. Here are some emerging trends currently impacting field service management that are likely to keep shaping it for the foreseeable future.  Continue Reading..

The way field service teams operate and deliver service is changing, and this rapid pace of change is being driven by new customer expectations, advancing technologies, IoT, and what some are calling “servitization.” No longer is service a reactive practice – today, customers expect proactive attention from their field service provider. This creates opportunities for forward-thinking providers to establish themselves as...  Continue Reading..

The remote working revolution has happened much faster than we expected. Globally, around 70% of people are working remotely at least once per week, and the number keeps growing. For the most part, this is possible thanks to digital communication tools, like Slack, email, and text. With digital tools, it’s never been easier or faster to connect with team members.  Continue Reading..

In last month’s Field Technologies Online article, we described three (3) challenges unique to service organizations that can place a technology implementation project at risk and contribute to a negative customer experience. These challenges center around change management and user adoption, in particular, due to these service organization-specific factors.  Continue Reading..

Over the past year, businesses have learned to shift to a virtual life. Organizations faced countless hurdles as they migrated business practices, company culture, and management completely online. However, a Gartner survey suggests that remote work is only going to increase even as the pandemic restrictions fade, and businesses must contemplate how to innovate and streamline workflows so that they are progressing with the times.  Continue Reading..

Many field service businesses embraced a variety of workforces to keep their businesses running in the face of the pandemic. Many will continue to tap into different types of employees post-pandemic. The nuances of managing each type of workforce can be confusing. Here’s a guide to the three different workforce categories, common challenges you’ll encounter with each, and some tips to optimize your business in the face of these...  Continue Reading..

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such as processing claims, solving disputes, or issuing refunds) are completed by people - specifically, by a team of associates in the back office.  Continue Reading..

An ongoing goal of fleet managers worldwide is to reduce costs without noticing losses in other performance metrics, such as safety or quality. The Internet of Things (IoT) can provide the technological assistance needed to save money. Here’s a look at what’s possible.  Continue Reading..

An often overlooked, but critical aspect of any software deployment that touches a service organization is change management and user adoption. Jolt Consulting Group is well versed in change management and user adoption and feels this is the most important and most underappreciated factor in a service technology implementation.  Continue Reading..