Featured Articles

  1. A Big-Picture View Of Scheduling
    8/30/2019

    Maser Consulting has gained visibility and flexibility thanks to a new field scheduling solution.

  2. Customer Satisfaction On The Rise
    8/30/2019

    Field service software implementations are increasingly focused on the customer as the industry shifts to a more proactive service model.

  3. Guidelines For Improving Customer Satisfaction And Loyalty
    8/30/2019

    A total and ongoing commitment to your plan and process is essential to moving the needle on meaningful improvement.

  4. Adaptation, Adoption, And Agility: Your 3-Step Approach To Digital Transformation
    8/30/2019

    Every company or business has a strategy, whether clearly articulated or not. Unfortunately, often the functions that are essential to achieving a transformation goal — IT, HR, R&D, finance, your service division — aren’t part of developing the strategy or testing whether it is clearly understood. If strategies are not aligned across the entire company or business, it is no wonder that overall business value isn’t achieved, or departments are stuck doing small POCs that never get scale. Setting that strategy correctly is a necessary step from which you can focus on these three A’s: Adaptation, Adoption, and Agility.

  5. Fleet Monitoring Ensures Customer Satisfaction
    8/30/2019

    EDGE Building Services gains valuable performance data through fleet visibility with GPS-based fleet tracking.

  6. Cloud Hosting Options For FSM Deployment
    8/30/2019

    The cloud is not new to field service. Field service organizations (FSOs) were among the earliest cloud adopters, having to send information past the corporate firewall to field technicians. Not surprisingly, over 80% of FSOs are choosing cloud deployment for their FSM software, according to Aberdeen. In fact, last year only 22% of organizations chose on-site FSM deployments, according to Gartner.

  7. Driving A Successful Field Service Destiny
    8/30/2019

    Field Technologies talks with Zach McGuire of MasTec Advanced Technologies, who explains how a diverse approach to market shifts and self-driven technician practices keep business humming at this third-party service contractor.

  8. AWE Show Report: Inching Closer To Reality
    8/21/2019

    The 2019 Augmented Wearables Expo (AWE) took place in sunny Santa Clara, Calif. This year’s AWE 2019 featured a large “play area” dedicated to entertainment-oriented use cases. With more than 7,000 attendees, 250 exhibitors, and 300 speakers, AWE pulled in a large crowd over its three-day run. AWE is primarily oriented toward smart glasses hardware and software, though other forms of novel interfaces are included. Smart suits and smart fabrics, including innovative applications of haptic technology, have their place in the conference, expanding the scope of “solutions” on display.

  9. Navigating App Overload For The Field Service Engineer
    8/21/2019

    Navigating across disparate systems and logins continues to be one of the top frustrations for field service engineers and technicians. Other customer-facing agents such as call center CSRs, dispatch, and technical reps are also challenged, and this affects the organization’s workflow and customer experience. Efficiency is dependent on timely and accurate use of a process and application. Effectiveness is dependent on employee engagement with the process or function that uses an application. These efficiency and effectiveness challenges are compounded by the environment in which the engineers/technicians work.

  10. Communications Before, During, And After The Customer Site Visit
    8/21/2019

    Communications before, during, and after the customer site visit are all important. However, you will find that the common threads that run through all of the communications between you and your customers are typically based on the “Listen, Observe, Think, Speak”, or LOTS, approach. It really doesn’t matter when you are having communications with your customers; what matters is that when you do, you are consistent and responsive. This is where the LOTS approach can truly help.