Valuable Perspective From Your Field Service Peers
All field service organizations (FSOs) face common challenges and are under similar pressure to become more proactive, to provide more customer-centric service offerings, and to continue to do so as efficiently as possible. We asked field service leaders to share their advice and the biggest lessons they’ve learned in their own quest to optimize their operations.
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The Leading Field Service Strategic Initiatives
The field service market is more competitive, more dynamic, and under more pressure to meet increasing customer demands than ever before. As a result, field service organizations (FSOs) are prioritizing strategic initiatives that can help them remain relevant and competitive moving forward.
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Mobility: The Field Technician's Lifeline
Field service is an inherently mobile business activity, so it’s not surprising that the vast majority of survey respondents are utilizing some form of mobile technology . According to the survey, 86 percent of respondents are currently using mobile devices.
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Field Service Management: The Foundation For Strategic Field Service
The field service software landscape has exploded with new offerings over the past several years, even as some of the major software vendors have consolidated. In part, that’s because of the ready availability of so many point-solution apps for smartphones and tablets that can be rapidly developed and distributed by smaller startups. The availability of cloud-based solutions has also made software selection more complex.
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Field Service Investment Priorities For 2019
Our survey also took a look at what technologies field service organizations are considering for new investment in 2019. As was the case last year, mobile devices are top of mind for the largest group of respondents, with 44 percent planning to invest in new mobile hardware. That is down slightly from last year, when 50 percent of respondents planned new mobile investments.
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Augmented Reality Gains Traction In Field Service
AR technology has taken off in consumer applications like gaming, but is still in the early stages of adoption when it comes to line-of-business solutions. However, deployments are increasing at a fairly rapid clip in field service as more companies leverage it for training, remote support, and to provide on-site access to repair instructions and schematics.
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Strategic Field Service Takes Hold
I’ve witnessed significant progress among field service organizations this year. If asked to summarize what’s happening, I’d conclude that in 2018 field service has become more strategic. Born from the recognition that field service can be a profit center versus a cost center, companies have begun to realize that being more intentional about how they’re delivering field service can truly transform their business.
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TruGreen Balances Customer Experience Strategy And Tactics
We’ll be featuring lawncare company TruGreen for an upcoming Field Technologies’ cover story, discussing how the company has been on a mission since 2014 to put technologies in place to transform its operations and better serve its customers. While I was talking with Ken DeWitt, CIO of TruGreen, for the article, he spoke about how one of the keys to success with a customer-centric approach is to have a solid strategy that guides...
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Advice For Becoming A Customer-Centric Field Service Organization
In this user conference interview, Sarah Nicastro from Field Technologies Magazine shares the evolution of customer service to customer experience and how field service organizations are using technology to make this fundamental shift.
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Asset Performance Management And Field Service Management: The Best-in-Class' One-Two Punch
On the enterprise level, Field Service Management (FSM) software continues its march towards a state of relative maturity. Mobile penetration is near 100%, making the barrier-to-entry for powerful, lightweight tools lower than ever. Technology, of course, is never finished, so the question becomes: What’s the next frontier for service management? Routing and order is solidifying; service excellence is becoming the norm, so now is the time...
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