Sarah 7004_blog

by   |    |   3 minutes  |  in Business Agility, Customer Engagement, Service Management, Transform Your Business

With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a stellar CX without strong self-service capabilities, and the demand from your customers to take control of their service experiences is only going to increase. I spoke recently with Aly Pinder Jr, Program Director, Service Innovation…

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Christian 7001_blog

by   |    |   4 minutes  |  in Business Agility, Business Technology, Creativity & Innovation, Mobility, Service Management, Strategy, Transform Your Business

If you believe industry watchers and analysts, the Field Service Management (FSM) market could as much as double over the next five years, to around $5 billion.  That growth is being driven by businesses putting strategic emphasis on selling long-term services and guaranteed ‘outcomes’, as well as hikes in consumer expectations around service quality and…

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Field Service Management 6 Launch

by   |    |   4 minutes  |  in Business Technology, Creativity & Innovation, Service Management, Strategy, Transform Your Business

At a conference earlier in Q4, I asked the 300+ attendees “are you happy with your service organization and delivery?” Not a single hand was raised. Service organizations around the world know they are lacking key capabilities that would enable them to take their businesses to the next level. They may have first-time fix and…

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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

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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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…

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Harmoniser l’expérience de service pour répondre aux nouvelles attentes des clients.

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

We as customers have become accustomed to instant gratification, thanks to uber-connectivity. Have you ever ordered something from Amazon and been frustrated if your items can’t be guaranteed to arrive the next day? Or perhaps you abandoned an action on your mobile device because it wasn’t quick or easy enough? This is the beast that…

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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…

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