Heightened customer expectations coupled with a dynamic technology landscape provide the ideal backdrop for digital transformation in energy and utilities. CS Week, the premier annual customer service conference for these industries, takes place May 1 - 4 in at the Tampa Convention Center in Tampa,...
A few months ago, Field Technologies ran a story about mobile device usage among field service organizations. More than 90 percent of FSOs use mobile devices to manage their field operations and perform work. With the proliferation of mobile devices in the field comes widespread...
This blog post explores strategic mobility in field service management organizations and how it can drive long-term business value. We call it mobile field force enablement. First, we'll examine the pre-mobile enabled field service organization and the pre-mobile enabled field technician. Paper-based, manual business processes are...
Field service professionals are, by definition, on the move. Every day, technicians and managers are out on the front lines engaging customers, driving revenue, meeting SLAs and strengthening relationships. And to great effect. Field service ranks among the most dynamic industries, with a compound annual growth...
Field service organizations with global operations are faced with numerous challenges in serving their customers and keeping them happy. Consistently delivering on-time, expert service and addressing problems in a timely manner require that field engineers and technicians are equipped to work no matter where they...
Field Service Medical has been dedicated to supporting medical device companies and their quest for growth, safety and exceptional customer service for more than 15 years. The annual conference draws field service executives from around the United States so the industry can continue to develop, improve...
For today’s field service organization, serving customers by keeping assets and equipment operating at optimal levels and in compliance is table stakes. Not delivering means losing competitive advantage, revenue and can eventually result in the demise of the business. In fact, poor customer service cost...
Field service leaders automate and streamline processes in myriad ways. There’s no right answer to the question of how to digitally transform a field service organization. That said, a good litmus test for success is the elimination of paper, emails, spreadsheets and calendars for managing...
BMC's Remedy platform may not be the first enterprise application that springs to mind when it comes to field service; however, many large field service organizations are using it for exactly that. We recently sat down with Cecelia von Tiesenhausen-Hush, a business process analyst at Rockwell Collins,...