Leveraging digital transformation to improve customer service

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Digital Transformation, Research, Service Management, Strategy

Can service organizations leverage digital transformation to improve customer service and exceed expectations? Servitization. Uberization. Driverless cars. Drones. Digital transformation appears to be both a blessing and curse to the field service industry. The downside to digital revolution? Customer expectation rises as new technology makes a consumer’s life easier. But fundamentally, a service organization strives…

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Internet of Things (IoT)

by   |    |   3 minutes  |  in Asset Intensive, Business Technology, Creativity & Innovation, Digital Transformation, Manufacturing, Research, Service Management, Supply Chain

According to a primary research study of 200 IoT decision makers with industrial companies, about 85 percent of them collect data from sensors on their equipment or equipment they install at customer sites. Industrial companies may be further along with the Internet of Things (IoT) than most other companies because they have, since the 1970s,…

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workforce management software

by   |    |   4 minutes  |  in Business Technology, Mobility, Service Management, Strategy

Technology is a great enabler for growing businesses. It helps break down barriers, which allow companies to compete on levels that traditionally were much harder to penetrate due to their competitor’s strong held points of differentiation. However, while technology opens the door for your business to become more competitive, it also does the same for…

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servitization of the field service industry

by   |    |   4 minutes  |  in Creativity & Innovation, Digital Transformation, Service Management, Strategy

The field service management landscape is changing and it’s powered by servitization. Enterprise organizations across multiple industries are embracing servitization as a natural next step in transformative business. With profit margins reducing and operating costs rising in our rapidly changing, technologically charged world, embracing new ways of doing business is a clear strategic move. Servitization…

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field service technicians

by   |    |   4 minutes  |  in Service Management, Strategy

How field service technicians can increase customer satisfaction by providing customers with a voice. Don’t be the field engineer who hits the mute button on your customer. It’s easy to fall into today’s technology trap. The customer reports a symptom, assumes you know the resolution and that you’ll be able to walk right in and…

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Key benefits from choosing the right service management software

by   |    |   5 minutes  |  in Business Technology, Mobility, Service Management, Strategy, Supply Chain

Let’s face it, in 2017 and beyond, if you are relying on whiteboards, spreadsheets and hand-written notes to drive your service operations, then you are going to have an uphill battle on your hands. In my line of work, I regularly speak with service organisations across a range of industries as we aim to learn…

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Advanced Analytics for the Service Industry

by   |    |   5 minutes  |  in Business Technology, Digital Transformation, Research, Service Management, Strategy

When used in the right way, data collection and analytics can optimize operations and enhance service delivery to deliver a clear competitive edge. It isn’t a new revelation that being a data-driven organization can mean the difference between owning market share and being a laggard. But for service organizations globally, this resonates at an even…

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drone

by   |    |   2 minutes  |  in Applications 9, Business Technology, Creativity & Innovation, Digital Transformation, Energy and Utilities, Events, IFS Labs, Service Management

How IFS Labs connected an actual flying drone to IFS Applications. Digital transformation is a subject that is much spoken of these days. However, digital transformation is not just applying new technologies to do something different from before. It’s about doing what you do today but better. It’s about innovating in new products and services…

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SP podcast image

by   |    |   1 minute  |  in Business Technology, Creativity & Innovation, Digital Transformation, IFS Radio Network, Service Management

IFS Radio Network podcast: Service providers are undergoing digitization and here’s what’s next for the industry. Digital transformation as a whole is impacting every industry, every business, worldwide. Its impact on business includes new opportunities, new challenges and unbelievable benefits. For service providers, in particular, customers are benefiting as well. With each passing day, the…

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