The Four Pillars Of Field Service Engagement
Field service engagement is both a mantra and a model; it’s the connective tissue between technology and customers that defines every service interaction. Today, every service organization can take for granted that customers are calling the shots. We’re at a point where individual customer experiences (CX) can make or break a business. Companies that take the time to understand their customers’ needs and incorporate technology...
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A Small Company's Perspective On The Role Of Technology In The Field
Rick Steinau has been in the pest control business his entire life. His father started the Cincinnati division of Orkin in the 1930s and later began Ace Exterminating, which Rick purchased from him in 1979 and has run since. Ace competes with two national pest companies for business in the Cincinnati area, and Steinau is always looking for ways to keep a leg up on the competition. He has 15 field technicians who currently use smartphones and a...
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How Field Automation Changes In Three Years
In September of 2014, we featured Luminex on the cover of our magazine. Luminex develops and manufactures biological testing equipment for the clinical diagnostic and life science industries. The Austin, Texas-based company employs field service engineers primarily in North America, as well as in the Asia-Pacific region, and Europe. We spoke with Steve Nava, director of field service for the Americas at Luminex about the company’s...
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Your Essential Guide To The ELD Mandate
From basic overview to solution selection criteria, this report is your go-to guide to ensuring compliance with the ELD mandate.
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Advanced Telematics Delivers $2 Million In Annual Savings
With the implementation of a new telematics solution and safety program, Red Hawk Fire & Security has reduced accidents by 68% and is saving $2 million annually.
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80-Year-Old Company Revamps Field Operations
Replacing paper forms with a mobile solution saved Mission Linen Supply $300,000 per year.
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Is Your Field Service Organization Stuck?
I really enjoyed talking with Dave Pattison of Mission Linen Supply for this month’s cover story. As you’ll read, Mission Linen Supply was able to get out of a field service rut to truly modernize and transform their business. But as Dave and I were talking, I was thinking about how this process really takes some initiative and some discipline. It’s easy to get stuck — when things are going all right, it’s easy to...
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Digital Transformation For Facilities Management
Digital transformation may be all the rage at the moment, but it comes with a multitude of questions and challenges of its own. We believe that Digital Transformation can be achieved by making People, Processes and Technology work together.
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4 Reasons Your Field Automation Initiative Will Fail
The latest Gartner Magic Quadrant for Field Service Management report states that through 2020, 80 percent of organizations with more than 75 field technicians will miss more than 20 percent of planned efficiency gains from field automation due to incomplete integration or deployment. Based on the conversations I have with field service leaders and the bevy of challenges they face in successfully deploying field automation, this statistic...
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3 Musts For Providing A Modern Customer Experience
The demands of customers today reach far beyond what many traditional field service organizations are used to – or equipped to – deliver. I’m here to tell you, folks, it is time to step up to the plate – and fast. The only path forward in service is to truly understand and embrace your customers’ expectations and look for ways to deliver on, and even surpass, them. Most customers are looking for that “Amazon...
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