Man in hardhat

by   |    |   3 minutes  |  in Service Management

A recent Forrester research study pointed out that organizations leading in customer experience outshined laggards by a significant margin in terms of compound average revenue growth. Geofencing can play a vital role here, creating opportunities for organizations to expand relationships with customers and create a more valuable service experience. Geofences are virtual geographical fences set…

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by   |    |   3 minutes  |  in Service Management

Field service management (FSM) is beginning to get a lot of attention and it’s easy to see why. Intelligently managing asset lifecycles, optimizing all processes and touch points, and delivering flawless customer service is a fundamental part of a company’s digital and business transformation strategy–plus having the ability to unlock new revenue streams. The growth…

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by   |    |   3 minutes  |  in Service Management

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…

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Field Service Worker Header

by   |    |   5 minutes  |  in Service Management

In recent years, the service industry has seen massive change with disruptive technology and higher customer expectations, but one thing that hasn’t changed is the importance of customer service. Today’s service organization understands that the customer drives success and failure and demands to be at the forefront of business strategy and innovation. Having the right business systems and…

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Service Worker Header

by   |    |   3 minutes  |  in Service Management

WHAT IS CUSTOMER SERVICE WEEK? There seems to be a national holiday for just about anything under the sun. National Dog Day, National Sibling Day, National Pizza Day—the list goes on for nearly every single day of the year. So what’s the gimmick with Customer Service Week? To my surprise, it’s the real deal! National…

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by   |    |   2 minutes  |  in Service Management

In this series we’ve discussed the service buzzwords I believe deserve the most attention in 2018 and in my last blog we discussed cloud’s huge influence on successful service models. My goal throughout this series has been that you leave with an understanding how these key concepts can bring value to your customers and your…

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Service Buzzword Cloud Header

by   |    |   4 minutes  |  in Service Management

Previously, we discussed the impact the Internet of Things can have on a service organization. Our final buzzword is key to helping your organization grow. Cloud enables an organization to grow and scale, respond to cyclical service patterns and move to a more secure, safer environment. Cloud will also help your organization adopt key service…

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IoT Header

by   |    |   3 minutes  |  in Service Management

Previously, we discussed the importance of delivering seamless customer service throughout the entire service lifecycle. In this blog we’ll discuss a key buzzword for 2018 that impacts everything from machine learning, artificial intelligence (AI), virtual collaboration, predictive maintenance, digital supply chain and more! The Internet of Things (IoT) is changing our world and will be…

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by   |    |   4 minutes  |  in Service Management

In my last blog I explained the experience outcome economy using a cup of coffee as an example. In this second blog in the series we will take a look at the first of the buzzwords — ‘seamless’. It might seem a little counter intuitive, but a customer doesn’t care if their printer is working,…

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city skyline

by   |    |   2 minutes  |  in Service Management

It’s an exciting time to be involved in the service industry, but with so many technology buzzwords flying around—artificial intelligence, cloud, IoT, customer-centric, omni-channel, personalization to name just a few—sometimes it can be difficult to determine which ones matter to your service organization. So I’ve narrowed down what I consider the most important, and the…

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