Featured Articles

  1. How To Hire Technicians Who Won’t Be Displaced By Automation

    Tech-savvy techs sounds more like a tongue twister than a business trend but it’s definitely something you should consider if you want to future-proof your field service business. The truth is that automation is already here and, as an example, it’s affecting manufacturing and retail industries in much the same way as the industrial revolution affected agriculture. This means that owners and shareholders should be in close contact with their operations managers, office managers, recruiters, etc., and devise a strategy that will protect every area of the business from any potential threats.

  2. NSC Global Wins More Deals With Alliance Enterprise

    As your field service organization becomes more complex, are you challenged with integration gaps between your software systems? Are you able to optimize technician schedules across different worker types, skill sets, product lines and customer SLAs? Are you struggling to leverage contingent workers? Most importantly, has your FSM platform helped you win new deals? Astea’s customer NSC Global has done all these things, and will tell you how, in this webinar.

  3. How To Elevate Your Customer's Service Experiences With Meaningful Apps

    The field service management market is expected to reach nearly $6 billion by 2024, according to some estimates. The massive potential won’t come as a surprise to the hardworking people in the service industry but it begs the question of service leaders: how to navigate their organizations through such rapid change, while constantly delivering great customer service. Pulling that off requires that companies automate and modernize their service operations to meet the needs of their customers. 

  4. Transform Your Technical Support

    Intelligent Triage gives your customer-facing agents automated answers to customer queries. Your front line ambassadors are empowered to troubleshoot and resolve customer challenges before a tech is even dispatched.

  5. 3 Ways AI Can Improve Your Field Service Performance Today

    It’s no secret that artificial intelligence is a crucial component in the future plans of many service leaders. In a recent Gartner survey of leading field service organizations, more than 25 percent indicated they had AI or machine learning projects planned for the next 12 to 18 months.

  6. How To Transform Customer Service With AI

    AI can cut costs, but many of today’s solutions are falling short of its potential —mainly by shaving a few man-hours. As we head towards a future where man and machine work side but side, here’s how to leverage technology that at its foundation, can educate and empower—not replace—the workforce, and deliver better customer interactions.

  7. How Do I Clone My Subject Matter Experts?

    Here’s what makes an SME an SME, and how to capture and distribute organizational expertise to create an empowered, expert service team.

  8. What's Your Digital Transformation Missing? Tribal knowledge.

    Putting all the focus on analyzing documented data means you’re missing out on the most important, yet overlooked knowledge – the kind that’s closely held by long-tenured employees.

  9. How Rational Improved First Time Fix Rate

    Rational AG leverages Aquant’s service intelligence platform to pull together and analyze customer and product data from across teams, companies, and systems. With data-driven insights at their fingertips, the Rational team can quickly identify the most likely resolution for customer challenges.

  10. How 3D Systems Closed Their Service Skill Gap

    3D Systems needed to dramatically change their service organization to meet their customers’ need for a quicker response time for support cases.  3D Systems turned to Aquant’s service intelligence platform to deliver data-driven insights to the entire customer-facing service team, empowering them to perform better and solve issues faster.