From The Editor

  1. Tips To Keep Your Field Techs Happy

    Why should you care about how happy your field technicians are? Happy techs are more likely to provide the type of service and customer experience you’d like them to, as well as being more inclined to perform at optimal efficiency and to stick around for the long term. Your technicians are really one of your most valuable assets, so putting some time and energy into their job satisfaction is an investment well worth your while. What are some of the ways you can do this? Here are a few tips.

  2. 3 Field Service Mistakes To Avoid In 2017

    Happy New Year! A new year, a new opportunity to consider how you’ll transform your field operation. I may not be able to offer you an individualized plan for exactly how to achieve success, but I can provide insight on a few mistakes to avoid that will certainly inhibit you from accomplishing your goals.

  3. Have You Mastered Customer Service?

    Most companies would agree that today’s key to field service success is putting your focus on the customer experience. So how do you “master” customer service? Spoiler alert: I don’t really think you can. It’s impossible to master something that is always evolving. That said, here are three important steps that will help to ensure that your organization is providing great customer service and stays competitive in today’s customer-centric world.

  4. The Value Of Fostering Healthy Field Technician Competition

    As field service operations find themselves in the spotlight as a profit center, companies are looking for ways to incentivize their field technicians to perform at their highest level of productivity. If done well, fostering competition among your field technicians can help to hold them accountable and motivate them to improve performance. However, when done poorly, fostering competition can backfire and cause more harm than good.

  5. The Key To A Successful Field Service Brand

    There are a lot of factors that go into a successful field service business. But according to Larry Wash, CEO of KONE, there’s a key ingredient that a lot of companies overlook — and that is the impact your people (employees) have on your brand.

  6. Are You Tired Of Innovating?

    While attending ServiceMax’ Maximize conference in June, I listened to a presentation from Luke Williams, executive director of innovation and entrepreneurship and professor of marketing at NYU Stern School of Business and author of Disrupt: Think the Unthinkable to Spark Transformation in Your Business, that really caught my attention.

  7. 3 Tips For Adapting To The Changing Service Landscape

    If you’ve found yourself feeling frustrated or overwhelmed lately about all of the ways that field service is changing, you are not alone.

  8. Can Field Mobility Backfire And Decrease Productivity?

    I read an interesting article recently on Field Service Digital titled “Tune Out the Technological Distraction Factory.” The piece was written by Donald B. Stephens, a 30-year senior customer service engineer with the Xerox Corp.

  9. Field Service USA 2016 - Key Takeaways

    You didn’t attend Field Service USA last week in Palm Springs? Well let me fill you in on what you missed. Sunshine, palm trees, and picturesque mountain views. Bourbon tastings, cigar receptions, live music, and tasty eats. Mid-morning donuts, Irish coffee, and afternoon Bloody Marys and margaritas. Oh, you wanted to hear about the content? Ok, I can help with that too.

  10. Field Service Automation 2.0

    We’ve extensively covered ways that technology can help field service organizations operate more efficiently and improve productivity. The reality, though, is that we’re seeing a shift in the motivations for field service automation.