Featured Articles

  1. Field Service Automation Vs. Field Service Optimization: What’s The Difference?

    I’m going to jump right to answering the question in the headline and then go on to explain why I felt it important to make this distinction. Field service automation refers to the use of today’s technologies to replace manual tasks. Field service optimization is the process of improving and transforming the business, which includes the use of field service automation.

  2. The Importance Of Effective Data Management To The Well-Being Of Your Service Organization

    In today’s economy, companies tend to focus their investments more on packaged systems and business process optimization rather than on data management. However, implementing new systems and optimizing existing processes are only part of the solution in an environment where a majority of business intelligence (BI) and customer relationship management (CRM) initiatives may ultimately suffer limited acceptance – or even outright failure – due to lack of attention paid to critical data management issues.

  3. Field Service Leadership – The Director’s New Toolset

    The traditional business and leadership skills of past service business are not what is required in today’s field service industry. 

  4. Pon Cat Modernizes Field Service To Boost Efficiency, Improve Visibility

    By replacing outdated systems with a modern field automation system, Pon Cat has improved productivity by 5% and eliminated payment for non-billable hours.

  5. Embedding Social Media Into Your Service Model

    Social media has become pervasive in our daily lives and is overtaking the more traditional forms of communication. Businesses have realized that Social Media is more than just socially connecting and are therefore attempting to leverage it as a critical customer facing communication channel. Service organizations by default, have the most interactions with customers and need to take a leading role within their company to effectively manage the social media communication channel.

  6. Women In Field Service: A Female Field Technician’s Perspective

    In my conversations with field service leaders, one of the most pressing issues coming up again and again is the quest to find – and attract - new talent. As a woman covering the field service space, I’ve of course noticed how male-skewed the profession is – and I’ve thought many times about how broadening the appeal of the job to women would make a significant impact for companies struggling in their recruiting and hiring efforts. I’m in no way saying that hiring women is the complete answer to the labor issue field service organizations are facing – the issue is further-reaching and multifaceted, but it is an important part of the conversation.

  7. Linking Machine To Technician: A Journey To Improving Service Profitability

    Maximizing service profitability comes from tightly linking the technician to the machine (equipment to be serviced) in a holistic way with artificial intelligence (AI) that is tightly integrated into the business. To maximize service profits, an Internet of Things (IoT) platform needs to be well thought out to maximize technician efficiency on every visit through a predictive maintenance program. The IoT platform is a piece that cannot stand on its own and must be tightly integrated with a highly disciplined supply chain strategy.

  8. Find AI Confusing Or Intimidating? Here’s Some Good News

    If you’ve ever found yourself reading about how AI is the next big thing in field service and felt like you wanted to run in the other direction, I’ve got some good news for you. I was reading today in this article about Noodle.ai, a San Francisco-based startup that provides enterprise AI-as-a-service.

  9. Stories From The Field Service Frontline: Are You An Arborist?

    I am happy to be contributing a new short series I’m calling "Stories From The Field Service Frontline" that I hope you will find both humorous and informative. These are true stories from actual service calls placed by customers and tell the tales of what the field technician experienced. I hope you enjoy them and encourage you to share your own stories with us!

  10. Ask The Board: What Is The #1 Metric By Which You Measure Field Service Success?

    We all know that we can’t improve what we don’t measure. As field service has become modernized and more sophisticated, so too have the metrics by which field service organizations measure progress and determine success. I’m commonly asked “what is the most important metric used to determine field service success?” and while I think it does depend on both your service model and the areas in which your company needs to improve most, you’ll see below there are some definite commonalities.