Field Service Software Thought Leadership

1. How To Secure Buy-In For Service Transformation Projects 6/17/2021

   Best practices for service leaders on gaining stakeholder approval for technology investments.

2. 5 Ways Intelligent Manufacturing Is Taking Business Continuity To The Next Level 6/10/2021

   How an integrated supply chain, predictive maintenance, and data-driven insights ensure continuous operations.

3. Buyer’s Guide For CDP: Selecting The Right Customer Data Platform For Your Organization 6/3/2021

   In today’s competitive buying market, customers have access to more content, purchasing channels, and brand options than ever before. With such an overload of information and choices available, businesses can no longer survive by simply providing the bare minimum necessary to keep customers from leaving. Instead, they must demonstrate that they both understand and value their customers, delivering exceptional experiences and outcomes.

4. Five Ingredients To Ignite Always-On Service 6/3/2021

   This e-book is for business leaders such as sales and customer service VPs, as well as C-level revenue, financial, operations, and technology officers who are facing an increasing volume of customer requests and heightened customer expectations, want to explore new strategies to improve customer service, contact centers, and field service and would like to see how companies use technology to empower customer and field service agents.

5. Gartner Report: The Future Of Field Service Management 5/27/2021

   The future of work in field service will require both digital transformation and business model change in areas such as technician bots, digitally augmented subcontractors and outcome-based contracts. Application leaders will need to lead evolution in areas that have remained unchanged for decades.

6. Clear Your Field Service Roadblocks With AI And AR 5/27/2021

   Field service management (FSM) is in the midst of upheaval—and it’s about time. In the last decade of working with companies on FSM, I’ve seen how field service operations have been slow to evolve until 1) they see enough budget or competitive pressure and 2) there’s technology available to address it.

7. 3 Winning Strategies Service Leaders Are Adopting To Help Their People Succeed In Virtual Work Environments 5/13/2021

   Much has been written in the past year about the profound changes, both positive and negative for people working in technical service. The Covid crisis, for example, has accelerated the adoption of new digital service technologies, resulting in significant savings in travel time and costs. However, these gains also have contributed to the reduction of live interactions and the weakening of relationships between people. The routine meetings, on-site discussions and casual conversations that enable us to build and maintain relationships as well as to understand and resolve problems changed profoundly when Covid shutdowns were implemented.

8. Boost Your CX With A Better Integrated Contact Center, CRM, And Collaboration Systems 5/10/2021

   Contact centers play a central role in supporting the customer journey across both pre-purchase and post-purchase touchpoints. These touchpoints are essential for answering customer questions, resolving customer complaints, troubleshooting product/service issues, and many more tasks. However, the way in which these interactions are executed is important; because a single, negative customer experience can have lasting effects beyond just that one interaction. It is no surprise then, that nearly 50% of decision-makers responsible for contact centers say that their number one objective is improving the customer experience (CX).

9. Service Sustainability | Master The Circular Economy 5/6/2021

   Businesses have an imperative to increase their sustainability. This drive is both moral and economic, reusing and remanufacturing products saves money, retains customers, and decreases the waste that ends up in a landfill. It’s also the engine of the circular economy—a principle among manufacturers that is quickly becoming the standard. Mastering these disciplines requires serious consideration across business areas, through service, and into product design. 

10. Solving End-User Reluctance To New Technology: A Field Service Leader’s Guide 5/5/2021

    Utilizing Remote Visual Assistance Software (RVA) to support customers and field engineers has be- come the “new normal” within the Field Service Industry. Of course, even the early adopters encountered end-user reluctance. Yet, they’ve managed to overcome. We developed this guide to help companies who have purchased RVA or are thinking about buying it to overcome end-user reluctance and achieve higher adoption rates among their employees.