Last week I joined the IFS team as Field Service Evangelist and Director of Service Management Business Development. For those of you reading this that aren’t familiar with my background, I’ve spent the past decade as the Editor in Chief of Field Technologies. I developed Field Technologies to provide guidance for service organizations on how to strategically improve their businesses through more efficient processes, more engaged employees and customers, and by incorporating innovative technologies. The decision to depart the publication wasn’t one I took lightly and only the right opportunity would convince me to make the change. I will be sharing more in this post.
My first week at IFS was spent in Stockholm at the IFS Scandinavian Customer Summit. The event was an excellent way to become immersed in the company culture, as the company got its start in Sweden in 1983. It was my first time at an event introducing myself as an employee rather than press, and more than one person jokingly made the comment, “welcome to the dark side!” While humorous and said purely in jest, it is important to me that the service community knows I’m not abandoning the industry I’ve served for more than ten years. Instead, I’ve found a new way to serve the industry.
This new role at IFS was appealing to me based both on IFS’s history as well as its future. There were nearly 400 people in attendance at the Customer Summit last week, including some of IFS’s most long-standing customers. Hearing first-hand from those customers about why they not only initially chose but have continued to choose IFS illustrates the integrity of the company, as well as its ability to deliver. When asked why his company chose IFS FSM, the Deputy CEO of a large IFS FSM customer in Sweden shared, “IFS has a completeness of vision that is appealing, but it is their commitment to execution of that vision that matters most.” This was one of a number of companies that spoke at the event about their deep, rich history with IFS in a way that makes it clear that this company is committed to customers’ successes.
However, IFS isn’t resting on the laurels of its history or its satisfied installed base. The company is committed to innovation and growth, particularly in the service space. This commitment is clear when you hear CEO Darren Roos speak passionately about the company’s plans for service management. I first heard Roos speak while attending the IFS World Conference this past May in Atlanta – his excitement and ambitiousness around service was palpable and his energy contagious.
With that said, I see my move to IFS as an opportunity to serve the industry, albeit differently, just as strongly as I have in my career thus far. As part of my new role, I will be working to launch a digital industry forum focused on the future of field service (stay tuned for more information soon). This resource will of course include perspective on how IFS FSM can help service organizations accomplish their objectives, but it will be broader reaching to provide true thought leadership on other trends and topics that I know are important to service organizations as well. Furthermore, as part of the IFS team, I will have the opportunity to truly help my service network solve some of their business challenges rather than being limited to lending a listening ear.
Based on my historical relationship with IFS, my insights on where the company is headed with service management, and my experiences last week visiting the IFS homeland and learning from the Scandinavian customers, I am excited to be starting this new journey. I’d love to talk with you about this new role and how I’ll continue to serve the service community. You can contact me at email@example.com.