From The Editor

  1. 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.

  2. Field Service Software Selection: Defining Your Non-Negotiables

    I’ve had countless conversations with field service leaders that feel overwhelmed by the process of selecting technology to improve their businesses. This holds especially true for field service software, because there are so many solutions to evaluate. With the exception of large organizations that may have a dedicated solution selection and implementation team, field service leaders are trying to fit this process of solution evaluation in amidst their already busy “day job.”

  3. 3 Reasons Customer Experience Initiatives Are Failing

    Customer experience (CX) has become a major focus for field service organizations. While it is getting a lot of attention, recent research from Gartner indicates that CX initiatives are falling short. Gartner reports that “The goal of CX is to meet and exceed customer expectations, but while 48 percent say their CX efforts exceed management’s expectations, just 22 percent of CX leaders report their CX efforts exceed customers’ expectations.”

  4. Field Service Automation Vs. Field Service Optimization: What’s The Difference?

    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.

  5. Pon Cat Modernizes Field Service To Boost Efficiency, Improve Visibility

    By replacing outdated systems with a modern field automation system, Pon Cat has improved productivity by 5% and eliminated payment for non-billable hours.

  6. Women In Field Service: A Female Field Technician’s Perspective

    In my conversations with field service leaders, one of the most pressing issues coming up again and again is the quest to find – and attract - new talent. As a woman covering the field service space, I’ve of course noticed how male-skewed the profession is – and I’ve thought many times about how broadening the appeal of the job to women would make a significant impact for companies struggling in their recruiting and hiring efforts. I’m in no way saying that hiring women is the complete answer to the labor issue field service organizations are facing – the issue is further-reaching and multifaceted, but it is an important part of the conversation.

  7. Find AI Confusing Or Intimidating? Here’s Some Good News

    If you’ve ever found yourself reading about how AI is the next big thing in field service and felt like you wanted to run in the other direction, I’ve got some good news for you. I was reading today in this article about, a San Francisco-based startup that provides enterprise AI-as-a-service.

  8. Ask The Board: What Is The #1 Metric By Which You Measure Field Service Success?

    We all know that we can’t improve what we don’t measure. As field service has become modernized and more sophisticated, so too have the metrics by which field service organizations measure progress and determine success. I’m commonly asked “what is the most important metric used to determine field service success?” and while I think it does depend on both your service model and the areas in which your company needs to improve most, you’ll see below there are some definite commonalities.

  9. Fail Forward: Mastering Customer Experience Doesn’t Mean Expecting Perfection

    With the hyper-focus that exists on customer experience among field service organizations today, I think there’s a misperception that mastering customer experience equals delivering perfect service. While there’s nothing wrong with aspiring to deliver excellent – even perfect – experiences, it is simply not realistic that it will occur 100 percent of the time.

  10. The Field Service Trickle-Down Effect: Why SMBs Should Be Embracing The Service Evolution

    This column is for those of you out there in the SMB category that might be reading some of the articles I’ve written on companies like Vivint, ServiceMaster, or BUNN thinking, “that’s nice, but not practical for me.” You’ve got that wrong! In the decade I’ve been covering the field service space, there has always been a trickle-down effect at play. The largest service companies are early adopters of a trend, shift, or technology – they lead the charge on embracing change and adopting new business processes and tools. Then that change trickles down through tier after tier of service organization, to even some of the smallest. Just because you’re running a small service business doesn’t mean you can’t – or shouldn’t – be innovative.