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.
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 »
Differentiating the three Ds in field service — digitalization, digitization, and digital transformation — is critical. The digital world assists the field service industry with everything from invoices to job completion. It is a new world, where analog is replaced by digital, creating an imperative need to understand the terminology. Today’s field service workers have… Read more »
Digital acceleration is a top challenge and priority for field service organizations. Unfortunately, it’s often one of the most difficult to understand, implement, and manage. Yet, digital transformation is crucial, and companies that fail to embrace it find that it will have detrimental effects on business. The best strategy is a proactive strategy. It’s increasingly… Read more »
In the outcome-centric operating scenario in field service management (FSM), the technician is a proxy to the owner with a financial interest in outcomes. The equipment-centric scenario is also closely aligned with the outcome-centric scenario, with greater risk placed on the service provider in return for greater profits in the long run. The benefits of… Read more »
The equipment-centric approach to the field service industry is one where there is an expert-level approach to complex telemetry, equipment, and regulations. Knowledge of assets in real-time allows for greater optimization of performance. There is a growing need to find a balance between data science and operational expertise when looking for insight into data. These… Read more »
SOC Compliances and What They Mean for Your Field Service Organization SOC, which stands for Systems and Organizations Controls, is a framework of requirements for service companies established by the American Institute of Certified Public Accountants (AIPA). It demonstrates that your practices and controls keep your customer’s data secure. SOC compliance is essential to the… Read more »