Featured Articles

  1. Field Service Investment Priorities For 2019

    Our survey also took a look at what technologies field service organizations are considering for new investment in 2019. As was the case last year, mobile devices are top of mind for the largest group of respondents, with 44 percent planning to invest in new mobile hardware. That is down slightly from last year, when 50 percent of respondents planned new mobile investments.

  2. Augmented Reality Gains Traction In Field Service

    AR technology has taken off in consumer applications like gaming, but is still in the early stages of adoption when it comes to line-of-business solutions. However, deployments are increasing at a fairly rapid clip in field service as more companies leverage it for training, remote support, and to provide on-site access to repair instructions and schematics.

  3. Analysts Weigh In On Where Field Service Is Headed In 2019

    As we prepare for 2019, I’ve asked four of the leading industry analysts to join us and lend insights on what they see as the biggest challenges, opportunities, and areas to watch in field service. Each of these analysts have different areas of expertise, which helps to give you a well-rounded view of the industry. If you aren’t already, I’d suggest following each of them on their own social media accounts and blogs because the content they are putting out regularly is very relevant.

  4. Give Customers Something To Be Thankful For – Engaged And Connected Service

    Field service can sometimes feel like a thankless job. Customers are often unhappy from the outset of a service engagement because the job of the field service professional is to fix something that is broken. Customers no longer view their relationship with your company as a single transaction, but as an ongoing relationship. Today’s service professionals are faced with a bit of an uphill battle.

  5. Strategic Field Service Takes Hold

    I’ve witnessed significant progress among field service organizations this year. If asked to summarize what’s happening, I’d conclude that in 2018 field service has become more strategic. Born from the recognition that field service can be a profit center versus a cost center, companies have begun to realize that being more intentional about how they’re delivering field service can truly transform their business.

  6. TruGreen Balances Customer Experience Strategy And Tactics

    We’ll be featuring lawncare company TruGreen for an upcoming Field Technologies’ cover story, discussing how the company has been on a mission since 2014 to put technologies in place to transform its operations and better serve its customers. While I was talking with Ken DeWitt, CIO of TruGreen, for the article, he spoke about how one of the keys to success with a customer-centric approach is to have a solid strategy that guides every aspect of your tactical approach.

  7. Advice For Becoming A Customer-Centric Field Service Organization

    In this user conference interview, Sarah Nicastro from Field Technologies Magazine shares the evolution of customer service to customer experience and how field service organizations are using technology to make this fundamental shift.

  8. Asset Performance Management And Field Service Management: The Best-in-Class’ One-Two Punch

    On the enterprise level, Field Service Management (FSM) software continues its march towards a state of relative maturity. Mobile penetration is near 100%, making the barrier-to-entry for powerful, lightweight tools lower than ever. Technology, of course, is never finished, so the question becomes: What’s the next frontier for service management? Routing and order is solidifying; service excellence is becoming the norm, so now is the time to optimize.

  9. The Service Mobile Digital Mission: Beyond Work Orders

    We rely on the “work order” to complete the call transaction and capture service data. Work orders are important and recognized as the nucleus of field service operations. Leaders today, however, have other business drivers ranging from selling services to technician recruiting and retention on their mind as they learn to think beyond the work order. The Mobile Digital Mission (MDM) is the business process and technology architecture that goes beyond work orders and addresses major service business objectives.

  10. 7 Must-Have EMM Features To Look For

    It’s time for businesses that already use an EMM (enterprise mobility management) or MDM (mobile device management) solution to circle back and conduct an assessment. And it’s long overdue for many non-users to evaluate and introduce EMM for the first time.