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   |    |   4 minutes  |  in Business Technology, Service Management

The simple act of returning products, parts and subcomponents back into inventory involves multiple steps and business entities—from the customer to your service organization, supply chain, receiving departments, subcontractors and even a repair depot operation. Not all software has the functionality to effectively manage reverse logistics which risks potential lost revenue, missed service-level agreements and…

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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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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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Touchscreen

by   |    |   3 minutes  |  in Service Management

CRM and FSM must work together. Why? Because together they give your business a 360 Degree view of your customer and that enables you to improve your customer service—and grow your bottom line. There are two important applications within an enterprise software suite—Field Service Management and Customer Relationship Management— that can no longer afford to…

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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…

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