Featured Articles

  1. Era Of Change For Field Service Management

    More changes have occurred in the field service management (FSM) segment in the past 12 months than in the previous 12 years. And the changes — or what I like to refer to as the “deltas” — are only going to manifest themselves faster and more pervasively in the next 12 months moving forward. This is truly the era of change for FSM, as well as for the services organizations in the industry.

  2. Mobility Opens Windows Of Opportunity For Efficiency

    Mobile app development has helped Centra Windows automate processes from the field to the factory and save hours of manual administrative work.

  3. The Gold Mine Of Data Supplied By Field Techs

    What is it really like to be a customer of your firm? Ask your technicians.

  4. Field Service Benchmark Study Results

    Economic, revenue, and investment outook optimism inspires these 8 strategic priorities among field service executives.

  5. Artificial Intelligence Gets Real In Field Service

    AI is already improving service operations, and more opportunities for ROI are emerging.

  6. Technology Is Only One Facet Of Your FSM Solution - You Still Need To Put A “Face” On It

    Technology isn’t new – it’s what makes things new. It’s like that old BASF television commercial – “We don’t make the products you buy; we make the products you buy better.” Well, for field service management (FSM) in general, and the services industry in particular, technology is the primary thing that makes the services you sell better – and more profitable, too. But there’s more to FSM than merely applying the right technology.

  7. Culture of Innovation: Are Your Technicians Included?

    The front-line field force is often held as being the face of the organization, or to a degree, the best link to the customer a service organization or manufacturer has. Field technicians' daily interactions with customers are viewed by those of us who are passionate about field service as the cornerstone of the customer relationship, which adds value to the customer experience. But too often it ends there, with puffery or marketing speak.

  8. How Best-in-Class Organizations Optimize Customer Experience Channels

    Optimization of the customer experience carries with it a plethora of opportunities and challenges for an organization.  One challenge is managing omni-channel communication with customers, which savvy service organizations leverage to manage customer conversations to reduce friction for their customers and outpace their competition.  In fact, 51 percent of companies surveyed by Aberdeen use at least eight channels to interact with customers.

  9. A Cohesive IoT Strategy For Services

    The most disruptive and compelling technology that will facilitate better service to customers from a predictive enablement perspective is the Internet of Things (IoT). This refers to connecting any device with power to the Internet. It includes phones, household appliances, automobiles, machinery, medical instruments, and almost any electronic device you can think of. To understand the magnitude of this technology, Gartner predicts that, by 2020, there will be more than 26 billion connected IoT devices.

  10. Data Collection And Analysis In Field Service

    The “People, Process, Technology” framework has effectively guided many initiatives and projects over the years and produced valuable data for reports and business metrics.  Now, we are innovating the service delivery process with artificial intelligence, the use of drones, smart devices, and sensors which make data collection and analysis a design element to change the service delivery process.