Featured Articles

  1. TruGreen Balances Customer Experience Strategy And Tactics

    We’ll be featuring lawncare company TruGreen for an upcoming Field Technologies’ cover story, discussing how the company has been on a mission since 2014 to put technologies in place to transform its operations and better serve its customers. While I was talking with Ken DeWitt, CIO of TruGreen, for the article, he spoke about how one of the keys to success with a customer-centric approach is to have a solid strategy that guides every aspect of your tactical approach.

  2. Advice For Becoming A Customer-Centric Field Service Organization

    In this user conference interview, Sarah Nicastro from Field Technologies Magazine shares the evolution of customer service to customer experience and how field service organizations are using technology to make this fundamental shift.

  3. Asset Performance Management And Field Service Management: The Best-in-Class’ One-Two Punch

    On the enterprise level, Field Service Management (FSM) software continues its march towards a state of relative maturity. Mobile penetration is near 100%, making the barrier-to-entry for powerful, lightweight tools lower than ever. Technology, of course, is never finished, so the question becomes: What’s the next frontier for service management? Routing and order is solidifying; service excellence is becoming the norm, so now is the time to optimize.

  4. The Service Mobile Digital Mission: Beyond Work Orders

    We rely on the “work order” to complete the call transaction and capture service data. Work orders are important and recognized as the nucleus of field service operations. Leaders today, however, have other business drivers ranging from selling services to technician recruiting and retention on their mind as they learn to think beyond the work order. The Mobile Digital Mission (MDM) is the business process and technology architecture that goes beyond work orders and addresses major service business objectives.

  5. 7 Must-Have EMM Features To Look For

    It’s time for businesses that already use an EMM (enterprise mobility management) or MDM (mobile device management) solution to circle back and conduct an assessment. And it’s long overdue for many non-users to evaluate and introduce EMM for the first time.

  6. Compelling Reasons To Ignore Your Field Service Competitors

    In a space like field service that is becoming increasingly competitive, it may seem counterintuitive for me to suggest that you start ignoring what your competition is doing — but hear me out. As field service organizations struggle more and more to differentiate themselves, I think it becomes increasingly important to tune out what other companies in your industry are doing. Here are two big reasons why.

  7. The Big Rig Biz Meets Big Data, Tech

    The collective transportation and logistics industry shows a strong embrace of technological developments. VDC’s 2018 Enterprise Buyer Behavior study of mobile technology end users finds a 51.1 percent year over year increase in transportation respondent’s extreme satisfaction with the pace of their organization’s mobile initiatives, and a 23.4 percent twelve-month improvement in extreme satisfaction with the adoption of mobile applications. Furthermore, the Council of Supply Chain Management Professionals describe record spending on logistics in 2017 at $1.5 trillion, a 6.2 percent annual increase, in their most recent State of Logistics report.

  8. Using Service Lifecycle Management To Support Your Customers

    Every day you deal with a multitude of customers who vary by type, size, installed base, usage, personality, and everything else that ultimately differentiates one customer from another. However, one thing always remains constant – their business systems and equipment are critically Important to their day-to-day business operations. Despite this common thread that runs through virtually all of the customers you support, it is still important to recognize that each customer account will likely be different in terms of.

  9. Big Bang Disruption: The Speed Of Change In The Digital Era

    Modern businesses need to adapt to the speed at which technology changes. The past decade has seen a multitude of entrenched industries fall by the wayside in the wake of digital disruption. Businesses need to be proactive about following technological trends if they want to avoid potential disaster.

  10. The Criticality Of Knowing Your Customer’s Desired Business Outcomes

    Customers only purchase products and services for one reason — to achieve their desired business outcomes (results). It doesn’t matter whether we are talking about products or services, large or small, capital or expense. As long as they are spending money, customers demand an improvement in their desired business outcomes. And the value of the increased outcomes must be greater that what they are being asked to pay. No ifs, ands, or buts!