Featured Articles

  1. Grocer Rings Up Field Service Improvements

    Reliable information technology (IT) support and service are critical for any business. In the grocery industry, store-level IT service can have a direct impact on sales and customer service — if the registers are down, cashiers can’t ring up sales, and customers may simply leave their carts in the aisle and head to the next closest market.

  2. Field Service Organization Cuts Scheduling Costs

    Moving to a cloud-based solution helps this in-home services provider reduce support costs, eliminate outages, and optimize scheduling.

  3. Fleet Management Delivers Big Savings

    AKI Group leverages routing/scheduling technology to save $1 million annually in transportation costs.

  4. Data To Decisions

    Data without context can lack insights as it only states the obvious—what happened, what was measured, what took place.  By 2020, there will be around 44 zettabytes of data—that’s enough data to fill 1.3 trillion iPhones. The larger problem is what to do with the data.

  5. Wearable Computers, Augmented Reality Solutions Emerging

    The use of wearable computing and AR-based field service applications is increasing, but vendor volatility is still a concern.

  6. Seeing Is Believing: How Augmented Reality Increases Field Technician Productivity

    We've all heard the expression "seeing is believing." But, what really should stand out fairly clearly is the fact that the phrase does not say, “reading is believing!” This is the main premise that supports the applicability of AR for the field services segment, in that it is more helpful for the field technician to “see” how to repair a piece of equipment, rather than having to “read up” on how to repair it.

  7. Specialization In FSM Software Brings New Benefits

    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.

  8. Service Growth Portfolio Management

    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.

  9. Net Promoter Score: The Sum Effect Of Customer Interactions

    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.

  10. 5 Failures of Customer Journey Maps – And How to Avoid Them

    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.