Field Service Software Magazine Articles

  1. Fleet Management Delivers Big Savings

    AKI Group leverages routing/scheduling technology to save $1 million annually in transportation costs.

  2. Service Growth Portfolio Management

    Revenue and market growth are accelerated by a new approach to leading a service business. The Service Growth Portfolio concentrates on value and capability creation in three distinct investment areas: 1) Service Product Offering, 2) Workforce Skills and Behaviors, 3) Enabling Technology.

  3. A Clearer View Of Customer Data

    Learnings from a global IT infrastructure service and support provider on achieving a single source of truth for customer information.

  4. Does Technology Enable Or Delay Transformation?

    The race to implement the latest platform or build an application to manage a process within service or just move from paper to something mobile has transfixed the service world. Technology has become the primary focus of much of what we read about and captures much of our budgets as we look to transform.

  5. Grocer Rings Up Field Service Improvements

    Reliable information technology (IT) support and service are critical for any business. In the grocery industry, store-level IT service can have a direct impact on sales and customer service — if the registers are down, cashiers can’t ring up sales, and customers may simply leave their carts in the aisle and head to the next closest market.

  6. Specialization In FSM Software Brings New Benefits

    If your field service management (FSM) platform does not do enough for your organization, it is time to reconsider. Historically, FSM solutions seemed quite similar. Most of the solutions providers in this sector focused on the same core services of scheduling and billing, gradually progressing toward supporting the field service visit as these companies built more advanced capabilities.

  7. Net Promoter Score: The Sum Effect Of Customer Interactions

    Customers interact with a company across multiple touch points such as sales, customer service, and technical support. Interactions are not limited to human contact; customers interact with a company’s systems, channels, and products that mold their view as well. These experiences customers have over the myriad interactions influence their perception of an organization.

  8. Field Service Organization Cuts Scheduling Costs

    Moving to a cloud-based solution helps this in-home services provider reduce support costs, eliminate outages, and optimize scheduling.

  9. 5 Failures of Customer Journey Maps – And How to Avoid Them

    Your field force are the key people who interact with customers, day in and day out. One of the foundations often used to ensure that your customers have a consistent experience is to create a customer journey map. When properly trained on and executed, it will guide your team to take the right actions at the right time and to ensure they understand when and how to best engage customers around different circumstances.

  10. The Importance Of Service For A Best-In-Class Manufacturing Company

    As manufacturers recognize that happier customers equal higher profits, customer experience is becoming a critical competitive differentiator.