Field service planning is one of the most important aspects of any field team. From managing your workforce to streamlining your workflow processes, this section breaks down all aspects of field service planning to help you succeed.
In the face of many unknowns in the energy, geo-political, and economic realms, industry leaders have had to think critically about technology solutions for driving their field service organizations ahead in 2023. Everyone faces pressure to deliver on NetZero goals, especially considering ESG scores. Also, hiring pressure is intense, and companies are dealing with a… Read more »
As a field service organization, it’s critical to regularly track metrics to ensure you meet performance goals, clarify business objectives, and drive the company forward. These key performance indicators (KPIs) demonstrate how well your business performs field service operations, such as service efficiency, customer satisfaction, and downtime. Therefore, understanding which data measurements will help your… Read more »
Using proactive investments that improve customer service, sales/marketing, and engineering synergy can and will recession-proof your field service organization. Enhancing your customer experience journey doesn’t have to be overwhelming. Having a proactive maintenance plan is the key to bolstering customer experience. Best of all, customer service can make your organization thrive despite downturns. Studies show… Read more »
The risks associated with maintaining the status quo during economic uncertainty are clear. Keeping risk in check is key to surviving the downturns. However, myriad ways exist to confront the economic difficulties to increase field service capabilities. One way to challenge the status quo in times of uncertainty is to keep on point with emerging… Read more »
As the economic environment changes and we near the end of the COVID-19 pandemic, field service organizations with equipment on customer premises have been impacted by various industry trends shifting how they operate and support their customers. The Pandemic Drove the Adoption of Innovative Technology As we approach the end of the more than three-year… Read more »
Are you finding improving your field service technician’s engagement challenging while cultivating a positive workplace culture? The answer lies in having the right tools at hand. Improving technician and customer satisfaction at the same time helps increase aftermarket profitability. In addition, keeping employees engaged can be difficult during trends like the Great Resignation, where employees… Read more »
Servitization is an effective way to assist post-pandemic recovery. Servitization, where customers pay for a service rather than buying equipment, is driven by customers using high-investment assets that need integration. The technology owner is responsible for equipment in many fields. The first step in servitization is integrating legacy equipment, which can be tricky. Connectivity is… Read more »
Implementing a digital acceleration action plan is critical for your field service organization. Today’s world is increasingly digital, and making the leap into digital acceleration is key for all field service businesses. But, of course, a digital acceleration plan means you already have the prerequisites. Resources to Digital Acceleration Readiness If your company generates less… Read more »
Aligning the four customer service operating scenarios — equipment-centric, outcome-centric, appointment-centric, and knowledge-centric — is the central pillar of developing a customer-centric model. An inside service perspective aligns these four service scenarios. This model places customer needs at the heart of field service management industry standards. Looking deeply at these four scenarios within your business… Read more »
Placing customer service needs front and center in a service contract takes many scenarios into account. Therefore, it’s wise to consider these perspectives from the outside to the inside. Here we will look primarily at the knowledge-centric model, which is part of a larger model that includes equipment, outcomes, and appointments in addition to the… Read more »
Appointment-centric models in the field service industry are vital to a larger business strategy. It is a strategy that includes meeting customers’ needs while driving efficiency. While traditional repair service helps to drive the model, there are other factors in the approach. Service requests and contracts are always a priority, and response times to break-fix… Read more »
Whether you know it or not, your field service organization is already a technology company. We are all in the midst of technological transformation, where field service focuses on the product of customer processes through sensors and aggregating data. Going strong into 2023 means putting aside our digital hesitation and making digital transformation a strategic… Read more »