Field service has emerged as a key profit center in many sectors, but remains a difficult operation to effectively manage for a variety of reasons: uncertain demand, a widely dispersed workforce, seasonal fluctuations, and a shortage of qualified technicians.  Continue Reading..

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.  Continue Reading..

As field service organizations make the transition from break-fix operations to predictive, outcome-based service offerings, real-time visibility into equipment status and operations will be even more critical. Remote monitoring capabilities, particularly those that leverage IoT technology, can provide that visibility.  Continue Reading..

2019: Navigate Ever-Increasing Customer Demands In An Evolving Service Landscape.  Continue Reading..

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.  Continue Reading..

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.  Continue Reading..

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.  Continue Reading..

As we prepare for 2019, I’ve asked four of the leading industry analysts to join us and lend insights on what they see as the biggest challenges, opportunities, and areas to watch in field service. Each of these analysts have different areas of expertise, which helps to give you a well-rounded view of the industry. If you aren’t already, I’d suggest following each of them on their own social media accounts and blogs because the...  Continue Reading..

Field service can sometimes feel like a thankless job. Customers are often unhappy from the outset of a service engagement because the job of the field service professional is to fix something that is broken. Customers no longer view their relationship with your company as a single transaction, but as an ongoing relationship. Today’s service professionals are faced with a bit of an uphill battle.  Continue Reading..

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.  Continue Reading..