From The Editor

  1. 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.

  2. 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 every aspect of your tactical approach.

  3. 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.

  4. Compelling Reasons To Ignore Your Field Service Competitors

    In a space like field service that is becoming increasingly competitive, it may seem counterintuitive for me to suggest that you start ignoring what your competition is doing — but hear me out. As field service organizations struggle more and more to differentiate themselves, I think it becomes increasingly important to tune out what other companies in your industry are doing. Here are two big reasons why.

  5. Q&A: Challenges To Expect With The Convergence Of Field Service And Digitization

    Much of the content I read seems to oversimplify field service innovation. Maybe this is because I have so many conversations with field service leaders that, despite immense knowledge and vast capabilities, are still struggling to get a handle on the best ways to improve their businesses. You read about how companies are transforming with today’s technologies, and in many ways it looks easy, but the reality is it is just that – there are so many competing priorities, a multitude of options (a gift and a curse), and numerous paths to success.

  6. The 3 Reasons Your Employees Are Resisting New Technology

    As today’s field service organizations race to adapt to growing demands and new business models, we see technology after technology being introduced in an effort to maximize productivity, improve the customer experience, and share knowledge across the business. Your technology options today are virtually limitless, which is both exciting and intimidating. But as you evaluate how tools like a new field service software solution, IoT, AR, or AI can help you accomplish your field service optimization goals, you have to keep in mind one critically important thing – any of the technologies you have at your disposal will only have their intended impact if they are embraced by your workforce.

  7. What Role Could AI Play In Your Field Service Recruitment Efforts?

    We’ve published a number of articles recently on the challenges field service organizations are facing with recruitment and hiring. In this article with Robb Origer of DISH and in this article with Roy Dockery of Swisslog Healthcare, we discussed how it is necessary for field service organizations to move away from hiring based on experience and begin hiring based on skills and abilities. However, despite this recognition, the field service industry is still struggling to diversify. You can read here the firsthand perspective of a female field technician on how the industry needs to up the efforts to become more inclusive.

  8. 5 Practical Actions To Avoid Common Change Management Challenges

    Believe it or not, change management often gets overlooked when companies are transforming their businesses. I think this happens for a number of reasons – it seems like a given, so not much time is put into really developing a solid strategy; the team is so focused on the project itself that managing the change gets rushed or overlooked; everyone thinks someone else is in charge of this; and so on. While change management is a topic that is discussed a lot, my conversations with field service leaders have revealed that many times change management in practice doesn’t look like change management on paper.

  9. 4 Stumbling Blocks To AR ROI In Field Service

    You’re probably familiar with the value proposition of AR (augmented reality) in field service, particularly the impact it can have in the areas of training and remote diagnostics. I wrote in this column after Field Service USA in April that the interest in AR among the audience had grown exponentially from the previous year’s event. Since writing that column in April, I’ve talked with a number of field service leaders at various stages of introducing AR to their workforces. In fact, just last week I held a video focus group with some of our editorial board members to discuss in detail their adoption of AR.

  10. Ask The Board: Laying The Foundation Of A Successful Customer Experience Initiative

    Last week I wrote a column about the fact that Gartner recently reported that just 22 percent of customer experience (CX) leaders report their CX efforts exceed customers’ expectations. In that column I dove into three reasons I feel field service organizations are missing the mark with their customer experience initiatives — for this column I decided to ask some of our board members to share what they feel their organizations are doing right when it comes to CX.