Featured Articles

  1. Tips For Taking Field Service Technicians Live With Mobile Systems

    The ability of a field service organization (FSO) to meet its business objectives is based on exceeding customer expectations by providing fast response and resolution, if not predictive failure and scheduled maintenance. These results depend on daily or “live” usage of the mobile technician system, or field service software. 

  2. Fresenius Kabi Modernizes Service With Augmented Reality

    The use of augmented reality (AR) in field service has shifted from hypothetical to reality with companies experiencing benefits such as remote resolution and stronger training and support of field workers. Fresenius Kabi is a global health care company that specializes in lifesaving medicines and technologies for infusion, transfusion, and clinical nutrition.

  3. Q&A: Navigating Today’s Field Service Challenges, Opportunities, And Trends

    Michael Blumberg is the president of Blumberg Advisory Group. He is a certified management consultant, a recognized expert in field service and reverse logistics, and a regular contributor to Field Technologies. I recently sat down with Blumberg to get his take on the biggest challenges field service organizations are facing, what he sees as the opportunities to seize, and his take on some of the biggest trends.

  4. Strategies For Effective Partner Management

    Many field service organizations today depend on outside vendors and partners to carry out their service delivery activities. The decision to use partners to deliver services can be influenced by any number of factors including financial, resource, geographic, or product-related circumstances. In some instances, it may be more cost effective to go outside the organization to get a specific task performed. The decision to leverage partners could also be skills-driven, where a partner has certain skills that the service organization has yet to develop.

  5. 4 Concrete Actions To Leverage The Age Of The Customer

    We have entered the age of the customer. Business is changing, and having a customer-centric focus has become essential. Today, it’s not enough to set objectives to delight your customer or provide excellent customer and field service. You have to actually achieve those objectives — here are some practical steps to help you optimize your business in the age of the customer.

  6. 4 Companies To Emulate With Your Customer Experience Initiative

    Blake Morgan, customer experience futurist, wrote an article recently for Forbes titled The 10 Most Customer-Obsessed Companies In 2018 where she highlights “the 10 most customer-obsessed companies of 2018 that are setting the gold standard for what it means to put customers first.” She selected her list based on these companies being “most cited in reviews and the business press and were included because of their industry-leading focus on customer experience.”

  7. Q&A: Diversifying Your Field Service Workforce

    Steve Dreifuerst is the U.S. field service manager for AF solutions at healthcare solutions company Medtronic. Dreifuerst has a team of ten field service engineers (FSE) that travel across the country to service more than 800 large, capital equipment units. In talking with Dreifuerst, one of the things that stood out to me is the effort he’s put into building a diverse field workforce.

  8. Investing In Your Field Service Success

    In today’s competitive field service landscape, complacency is the kiss of death. Continual forward motion is crucial, in terms of innovation, skill building, and process optimization. From both a company and personal perspective, it’s important to determine appropriate ways to continually invest in field service success. “Maintaining the status quo” is no longer an option.

  9. Is The Samsung Galaxy S9 Your Workforce’s Next Smartphone?

    On Sunday, February 25th at Mobile World Congress in Spain, Samsung announced the Galaxy S9 and S9+ smartphones. Preorders for the devices have begun and general sale starts March 16th. The S9 features a 5.9-inch display; the 9+ 6.2 inch. Key features include dual lens 12-megapixel front camera and 8-megapixel front-facing camera, improved features for Samsung's smart assistant Bixby, speakers that give a surround sound-like experience, and wireless charging.

  10. Entering The Age Of The Customer

    Across the board, when I talk to business people and senior executives, everyone claims to know that you have to focus on your customers to be successful and most companies honestly believe that they do this. What I’ve discovered is that when priorities and budgets are set, most companies invest the majority of their efforts in acquiring customers, while the investment and effort to serve and retain existing customers is frequently an underserved afterthought.