Featured IoT Articles

  1. The Customer Experience Revolution in IOT: From Data To Action 7/13/2017

    Earning customer loyalty and developing a rewarding customer lifetime value pays dividends in today’s competitive landscape. As a result, service delivery is more than some siloed customer self-service tools and reactive customer service, which rely mainly on the customer to initiate the action and therefore leave opportunities to generate revenue in the customer’s, or a competitor’s, hands … not yours.

  2. How BUNN Is Incorporating IoT And AR Into Service Operations 6/15/2017

    BUNN began 170 years ago with Jacob Bunn opening a grocery store in Springfield, IL. In fact, a young Abe Lincoln was one of his first customers! That venture grew into Bunn Capitol Wholesale Grocery Company and was later managed by George R. Bunn who founded a beverage equipment division in the late 1950's. Bunn-O-Matic Corporation was officially incorporated as a separate entity in 1963. Today, the company remains privately-held and family-owned; Arthur “Hy” Bunn has been the President and CEO since 1988.

  3. The State Of Field Service In The Connected World 5/8/2017

    The field service landscape is, currently, a very interesting and evolving industry. However it is affected by volatility and is in a state of, technology driven, disruption. Indeed, as new and advanced technologies come to the fore, businesses need to constantly adapt, or risk getting left behind.

  4. The Power Of Connectivity For Field Service Technicians 2/7/2017

    As digital tools have proliferated, what tasks and levels of access are field service organizations (FSOs) providing for their technicians online?

  5. The Next Phase Of IoT: From Connecting Devices To Leveraging Information 2/7/2017

    Oftentimes, a hot new business concept had its real beginning much earlier than anyone realizes. Take artificial intelligence as an example. The technology actually debuted at a conference at Dartmouth University in 1956. At the time, there was a lot of optimism. Some people at the conference believed robots and AI machines would be doing the work of humans by the mid-1970s. Of course, that did not happen -- what happened instead was that funding dried up and a period called “The AI Winter” began. That lasted into the late 2000s, when artificial intelligence again became a business and funding focus.

  6. Connected Field Service In 2017 12/22/2016

    The difference between what makes a great working day or a poor one, is very often to do with how all the components are connected. Connection and integration has been a key theme this year and will continue to gather importance throughout 2017.

  7. Keeping The IoT “In-Service” Field Services In The Era Of The Internet Of Things 11/15/2016

    A decade ago, field service organizations were among the earliest adopters of mobile technology. Today, they are embracing the Internet of Things (IoT) as technologies such as smart machines, augmented reality and connected vehicles are revolutionizing the industry.

  8. The Industrial Internet Of Things And The Performance-Based Or Outcome Economy 8/15/2016

    When we think of the Internet of Things or connected products, we tend to think of our hyper-connected world of gadgets, whether it be smart phones, refrigerators, or toothbrushes that appear to have non-essential and cool product features for the technophile.

  9. IOT, IIOT And A Lot Of Noise 7/22/2016

    It is easy for a small or medium-sized business to be overwhelmed with all the noise you hear about the Internet of Things (IOT), Industrial Internet of Things (IIOT), Big Data, Machine Learning, Algorithms, Analytics and Artificial Intelligence (AI). This further extends to concepts such as digital disruption, digitization, automation, and servitization.

  10. First-Call Resolution And Improving Customer Service 4/18/2016

    First-call resolution or first-time fix rates have become a critical key performance indicator (KPI) for field service organizations interested in gaining a competitive advantage. While historically automation efforts in field service have focused on improving efficiency and productivity in an effort to reduce costs or complete more work orders each day, they have not necessarily had a direct impact on customer satisfaction.