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…

Read more

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…

Read more

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…

Read more

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…

Read more

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…

Read more

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,…

Read more

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…

Read more

Data Analysis Image

by   |    |   3 minutes  |  in Creativity & Innovation, Digital Transformation, Service Management

We are seeing the growing demand to integrate connected devices for field service operations. In a recent study by IFS, 30 percent of product-oriented companies said they are already using IoT for field service to some extent – a few companies are even harnessing IoT data to automatically trigger work orders or technician dispatches. But…

Read more

Q&A: Field service organizations and the need to optimize service models

by   |    |   6 minutes  |  in Business Technology, Creativity & Innovation, Digital Transformation, Research, Service Management, Strategy

Field service organizations must optimize their reactive service models today and plan for predictive service models tomorrow. In this Q&A, I will ask Mark Brewer, service industry expert and Global Service Industry Director for Service Management at IFS, to shed some light on the industry’s need to optimize business service models. Meet our service industry expert Mark…

Read more

Integrating field service management software

by   |    |   5 minutes  |  in Business Technology, Service Management

There are two central truths when it comes to enterprise resource planning (ERP) software. The first is that it is a long-term investment, and you don’t rip and replace what you have implemented unless it is absolutely necessary. The second is that no ERP will do everything, or everything well, and you need smart ways…

Read more