From The Editor

  1. Service Is Becoming Increasingly Strategic — Are You Ready? 5/22/2017

    While attending Field Service USA in April, one of the interesting sessions I sat in on was that of Frank Bibens, president of global services at Vertiv. Bibens was speaking about the state of service, and specifically about why — at least for Vertiv — service is becoming increasingly strategic. At this point, for many — if not most — service organizations, the view of service as a cost center is long gone. Organizations have come to recognize the service function’s ability to contribute to revenue, but what Bibens was saying is that service isn’t just a contributing factor of profits — it is a strategic force behind them.

  2. Field Service Automation Is Never Finished 5/5/2017

    In the summer of 2013 and again in November of 2014, Field Technologies interviewed David D. Douglas, VP of service management at Scientific Games, regarding his company’s use of a service management solution from Astea along with iPhones and iPads to optimize its mobile operations. David shared with us an overview of Scientific Games’ field service initiative, and then gave some tips for post-deployment success. Since we last spoke, David has been very busy merging service organizations as Scientific Games has made acquisitions.

  3. Major Themes At Field Service USA 2017 4/24/2017

    I spent last week in sunny Palm Springs soaking up knowledge on the latest field service trends at Field Service USA. Joined by hundreds of field service leaders and dozens of cutting-edge technology providers, the week was spent discussing the topics most relevant to the industry today. While there will be many articles coming along based on conversations I had at the event and lessons learned from sessions I attended, I wanted to quickly recap for you some of the major themes I witness during the event.

  4. Tips To Keep Your Field Techs Happy 3/22/2017

    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.

  5. 3 Field Service Mistakes To Avoid In 2017 1/24/2017

    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.

  6. Have You Mastered Customer Service? 10/25/2016

    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.

  7. Are You Tired Of Innovating? 7/25/2016

    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.

  8. 3 Tips For Adapting To The Changing Service Landscape 6/21/2016

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

  9. Field Service USA 2016 - Key Takeaways 5/2/2016

    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 3/23/2016

    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.