Articles by Brian Albright

  1. Messaging Solutions Keep Techs, Customers In Touch 12/20/2016

    Communication is critical for an effective field service operation, and some new texting and instant messaging solutions are helping field service organizations and their customers stay in touch with technicians.

  2. End Of Year Forecasts Look Promising For Field And Mobile Technologies 12/14/2016

    With the end of 2016 in sight, industry analyst firms are rolling out their final forecasts and predictions for various mobile and field service related technology markets. We’ve reported on a few here already, but below is a quick survey of some of the most recent figures relevant to service companies.

  3. Study Shows Gap Between Customer, FSO Expectations 12/7/2016

    While field service customers want a more “Uberized” experience, many service organizations are struggling to meet those expectations according to a new global survey by software vendor ClickSoftware.

  4. Wearables On The Rise 11/29/2016

    IDC Research has released its predictions for the wearables market in its most recent FutureScape: Worldwide Wearables and AR/VR report. We’ve already seen some movement toward wearable computers in field service and other line of business applications, including the use of wearable cameras. The IDC report take a more general look at wearables in the enterprise, but the firm’s predictions do indicate some possible directions the technology may take in the field service space.

  5. IoT And Service Convergence Continues 11/22/2016

    Last week I wrote about GE’s acquisition of ServiceMax, and how the move played into GE’s overarching strategy of linking service and the Internet of Things (IoT) – combining real-time monitoring with analytics and automated field service management to provide smart, connected, and predictive service.

  6. GE Acquires ServiceMax 11/17/2016

    Consolidation in the field service sector continues with the latest big acquisition in the space. Earlier this week, GE Digital announced it had acquired leading field service software provider ServiceMax for $915 million. The move will position GE to provide an integrated solution that combines asset management, field service, and connected IoT data for its customers.

  7. Rugged Hardware Market Flattens 11/9/2016

    A few recent reports from VDC Research show that demand for rugged mobile devices is flattening, and that we can expect some additional shifts in the operating system landscape moving forward.

  8. Field Service Undergoes A Virtual Revolution 10/25/2016

    Virtual and augmented reality solutions will help field service organizations improve first-time fix rates and streamline training.

  9. Scheduling Solution Spurs Efficiency Gains, Improves Customer Service 10/25/2016

    An integrated CRM and field service solution reduces call times by more than 50 percent.

  10. DISH Puts Its Focus On Customer Experience 10/25/2016

    DISH’s mobile solution upgrade has unlocked opportunities to improve customer service, including 75-minute appointment windows and a customer-facing mobile app.