Mobile Computing Magazine Articles
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Field Service Organization Cuts Scheduling Costs
12/1/2019
Moving to a cloud-based solution helps this in-home services provider reduce support costs, eliminate outages, and optimize scheduling.
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Specialization In FSM Software Brings New Benefits
12/1/2019
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.
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Service Growth Portfolio Management
12/1/2019
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.
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Net Promoter Score: The Sum Effect Of Customer Interactions
12/1/2019
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.
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5 Failures of Customer Journey Maps – And How to Avoid Them
12/1/2019
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.
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Does Technology Enable Or Delay Transformation?
12/1/2019
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.
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A Clearer View Of Customer Data
12/1/2019
Learnings from a global IT infrastructure service and support provider on achieving a single source of truth for customer information.
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Adaptation, Adoption, And Agility: Your 3-Step Approach To Digital Transformation
8/30/2019
Every company or business has a strategy, whether clearly articulated or not. Unfortunately, often the functions that are essential to achieving a transformation goal — IT, HR, R&D, finance, your service division — aren’t part of developing the strategy or testing whether it is clearly understood. If strategies are not aligned across the entire company or business, it is no wonder that overall business value isn’t achieved, or departments are stuck doing small POCs that never get scale. Setting that strategy correctly is a necessary step from which you can focus on these three A’s: Adaptation, Adoption, and Agility.
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Cloud Hosting Options For FSM Deployment
8/30/2019
The cloud is not new to field service. Field service organizations (FSOs) were among the earliest cloud adopters, having to send information past the corporate firewall to field technicians. Not surprisingly, over 80% of FSOs are choosing cloud deployment for their FSM software, according to Aberdeen. In fact, last year only 22% of organizations chose on-site FSM deployments, according to Gartner.
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Customer Satisfaction On The Rise
8/30/2019
Field service software implementations are increasingly focused on the customer as the industry shifts to a more proactive service model.