Field Service Software Thought Leadership

  1. How AI Can Improve Customer Service
    12/3/2019

    Leveraging AI to better run your customer service, call centers, and chat functionality is a sure way to improve efficiency and customer satisfaction. This report, then, serves as a guidebook, exploring many of the practical uses of AI in the contact centre and the benefits that organizations are seeing from implementation of this new technology.

  2. Reverse Logistics Sets The Best Apart
    12/3/2019

    Reverse Logistics is an often overlooked component of true field service excellence. Does your firm have the capabilities in place to maximize its potential?

  3. The Effect Of AI: Agent Replacement Or Augmentation?
    11/5/2019

    One of the biggest concerns as it relates to the effect of AI, is how it’ll impact actual human employees. Are we reaching a breaking point, where our labour force will ultimately be rendered obsolete? IFS’s recent study explores that notion in some depth, asking respondents their thoughts on a variety of topics related to AI and the labour force. 

  4. Maximize Consumer Loyalty & Consumer Spend With Hyper-Personalization
    10/15/2019

    In this Aberdeen whitepaper, find out the real ROI of transforming your shopper experience strategy.

  5. Building An Effective Services Management Plan
    10/15/2019

    Building a strategic plan for services management is like putting together a jigsaw puzzle: First you need all the pieces, and then you have to fit them all together. However, there are several key questions that must be addressed before embarking on the services planning journey.

  6. The State Of Field Service Management
    9/27/2019

    Services shape our world — from the electricity that lights our homes to the networks that keep us connected. For the organizations providing these services, some of the most important work happens in the field — in neighborhoods, across open spaces, and along millions of last miles.

  7. How To Shine On The Service Stage
    9/24/2019

    To go beyond selling and fixing equipment and fully embrace a service-centric business model, you need efficient business processes that help you build better margins and grow your business. With increased levels of competition from distributors and manufacturers who are expanding beyond their core business competencies to lock customers into service and maintenance contracts, profit margins on equipment sales are quickly shrinking and business is getting tougher.

  8. The ERP Buying Guide
    9/24/2019

    To stay ahead in today’s competitive markets, an increasing number of service-centric businesses are expanding their offerings to include managed services. From installing and tracking serialized equipment to providing supplies and maintenance, service providers in industries ranging from office equipment to security and banking are being driven by shrinking margins, pricing pressure, and competition to deliver more value for customers.

  9. How Cloud Hosting Benefits Your Field Service Organization
    9/18/2019

    In today’s field service environment, service-centric businesses must align themselves with customer expectations more closely, respond to market changes more swiftly, and deliver services more quickly and consistently.

  10. FSM Software Implementation Best Practices
    9/6/2019

    Enterprise software deployments are costly and complicated and come with significant risk. Gartner estimates that between 55 percent and 75 percent of ERP deployments fail to meet their objectives. In 2015, the Standish Group’s CHAOS Report claimed that just 29 percent of enterprise management information systems (MIS) projects were considered successful.