Featured Articles

1. Securing Against Supply Chain Risk 6/4/2020

   While no one prepares effectively to contend with once-a-century pandemics like COVID-19, companies with the least visibility into their operations and supply chain are faring the worst during this downturn. These field service organizations risk running low or running out of parts, failing their customers, and affecting their operations. Ultimately, understanding the condition of the supply chain is essential to predicting future availability and taking action to preserve it.

2. Customer Service In The Time Of COVID-19 6/2/2020

   Welcome to 2020, the year that has (so far), brought us unprecedented challenges, coined many new phrases, and set a standard for a “new normal,” which hopefully draws to a close soon. Regardless of the state of the world, delighting and exceeding customer expectations is still a reality. This facet of doing business was a hard-enough feat before a pandemic impacted every aspect of our lives, and now customer service agents’ jobs have only become more demanding as incoming calls become more difficult.

3. 5 Steps To An Effective SMB Analytics Program 5/28/2020

   Analytics tools are commonplace in today’s digital economy, but many organizations don’t fully utilize them. SMBs are particularly bad offenders due to a lack of in-house expertise, nascent or non-existent processes, or misunderstanding of the tools’ purposes.

4. Here’s How Fleet Management Benefits From Telematics 5/26/2020

   Data is one of the most valuable resources a company has at its disposal. For businesses that rely on large fleets of vehicles or heavy equipment, however, it can be difficult to collect, collate, and act on vital information.

5. Building A Services Marketing Plan For Post-COVID-19 Pandemic Sustainability 5/18/2020

   The strategic services planning process typically begins with seven (7) principal guidelines for optimum success. These are essentially the basic criteria upon which an organization should model itself to ensure that:

6. Financial Pitfalls: COVID-19’s Domino Effect 5/14/2020

   By now, we’ve all heard the term “flatten the curve,” but you might be less familiar with COVID-19’s domino effect. The domino effect refers to COVID-19’s negative impact on multiple businesses, one after the next. For instance, when one business shuts down, a partner company might suffer financial pitfalls. And if that partner suffers, its clients might have fewer resources, support, etc. to complete their work, which can lead to further financial hits. In essence, COVID-19 has created a ripple effect, causing one business to fall after the next. And if you don’t exercise caution and prepare for these losses, the next domino could be yours.

7. FSE Fundamentals In A World Of Change 5/7/2020

   Whether the service business is operating remote or able to go on-site, the key to continued success is a centering focus on FSE job fundamentals.

8. How To Choose The Right Fleet Management Software 5/5/2020

   A company that wants to get the most out of their vehicles will want to implement digital tools that can track their fleet.

9. Improving The Patient Experience For Home Healthcare Providers 5/4/2020

   Organizations providing patient care at a remote location (e.g., patient home, nursing facility, etc.) with a mobile caregiver workforce have a Business to Customer (B2C) model. While the highest priority is the actual care provided to improve the patient’s health, the patient experience (PX) should also be at the forefront of these care providers’ strategies. As patients interact with other companies in their personal lives (e.g., Amazon, Uber, any home grocery curbside pick-up/delivery, etc.), they have come to expect the same easy and positive experience, regardless of company.

10. 3 Ways Contractor Management Software Supports Essential Services 5/1/2020

    OEMs are relying on technology to ensure technicians are safe and well-supported, and that customers continue to have positive service experiences. The unprecedented pandemic is putting contractor management software to the test, and it must prove it is flexible enough to support new and evolving requirements for service under scenarios that were never envisioned.