I’m going to jump right to answering the question in the headline and then go on to explain why I felt it important to make this distinction. Field service automation refers to the use of today’s technologies to replace manual tasks. Field service optimization is the process of improving and transforming the business, which includes the use of field service automation.  Continue Reading..

In today’s economy, companies tend to focus their investments more on packaged systems and business process optimization rather than on data management. However, implementing new systems and optimizing existing processes are only part of the solution in an environment where a majority of business intelligence (BI) and customer relationship management (CRM) initiatives may ultimately suffer limited acceptance – or even outright...  Continue Reading..

The traditional business and leadership skills of past service business are not what is required in today’s field service industry.   Continue Reading..