Field service management (FSM) solutions are evolving to meet rapidly changing demands. Later this year, VDC Research will publish a research report on FSM solutions, focusing specifically on digitizing the “last mile” of field service workflows. Building on years of coverage of this market and discussions with leading FSM providers and technology decision makers, we bring our experience and insight to bear in discussing the market,...  Continue Reading..

Running a service organization without a strategy is akin to sailing a boat without a rudder. Whichever direction the wind blows will be where you’ll end up. In the case of most businesses, clients and sales are the wind which cause the service organization to be in a constant reactive state. This continual mode of reacting creates turmoil, and doesn’t allow the organization to look beyond its immediate customer support offerings and...  Continue Reading..

There is an increasing trend for service organizations to utilize third-party subcontractors as either a supplement or extension of their field service workforce. A recent study reported greater than 75% of responding organizations use third-party networks for field service support. This is likely related to many organizations trying to operate with a reduced service workforce while simultaneously seeking improved efficiency and satisfied...  Continue Reading..

Nothing constructive can occur on a sustainable basis without field service engineers who operate with passion.  Field service is a rewarding but hard business.  A leader’s ability to generate organizational passion through a mobile-based workforce is based on strong leadership skills as well as organizational structure, development, and technology.  Continue Reading..