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Turn Your Gut-Feel into Data-Driven Decisions
How confident are you that you are getting the data and insights needed to make decisions and evaluate your performance? Still yet, do you have the insights to make these decisions in real-time, at the...
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When Paper Just Doesn’t Cut It Anymore
Paper or mobile in the field? This fight has become a one-sided battle being won by the advancement of technology. On average, technicians carry just under two devices to complete their work. Top...
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Customers Demand Big Service Value, Even from an SMB Team
Do customers change their expectations of service based on the size of the company providing the service? Does it matter if you have 5 or 50,000 technicians? Can service be delayed or simply just not...
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Do You Trust your Gut? It’s Time for Data to Drive Service in 2016
As we all reflect on another year, how do you feel your service team has fared? Do you know? Do you have metrics which can pinpoint how well you have done in 2015 or which aspects you need to focus on...
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Learn How to Have the Right Conversations with Your Customers
The holiday season is a time when many of us spend too much time online shopping or in stores trying to find that perfect gift. When time and patience are at a premium, getting information to help make...
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Employee Engagement – The New Weapon in Field Service
Earlier this month, I once again attended KronosWorks 2015 (a vendor user conference). This may seem to come out of left field a bit, as Kronos is a workforce management / HR technology vendor and I my...
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Shine Light on the Hidden Secret in the Supply Chain
As we enter the holiday season, it might be time to understand what keeps retailers and manufacturers up at night? There are clearly a host of concerns that riddle the retailer and the manufacturer,...
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Sorry Cubs, Back to the Future II Failed its Prediction
The Cubs won’t win the World Series in 2015. So did we get too excited about all the great things Back to the Future II got right? Or are predictions just bound to be wrong? If you missed it, last week...
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The Value of a Tech Goes Beyond Meeting an SLA
The field service team is no longer the anonymous ‘fixers’ that go unnoticed by customers, senior leadership, or the competition. Technicians have the responsibility of not only fixing things, but they...
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Do You Still Use Paper Manuals, Give Me Video
As we exit summer and enter autumn, I find myself preparing for another long winter here in Boston. But this year I will have a new arrival come January, which is adding all sorts of additional...
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Field Service East 2015 Recap: A Few Lessons from the Field
Earlier this month, I attended WBR’s Field Service East held in Atlanta. As to be expected, this was another great collection of service leaders. Over the course of three days, there was a lot of...
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The C-Suite Cares about more than just the Bottom Line
When you think about the bigwigs in senior management, what comes to mind? Strategy. Visionary. Focus on the bottom line. All of these can be true but added to that list is, somewhat oddly enough,...
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The Part of Field Service Which is Often Ignored
Delivering exceptional service continues to get tougher and tougher. Customers demand service organizations resolve issues the first time. Technicians have to solve ever more complex problems as...
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Can you function without your Smartphone? Neither can your field tech!
Do you have a smartphone? When was the last time you woke up from a night’s slumber and didn’t first turn over to check your phone? Mobile technology has become an essential part of our lives – leaving...
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Field Service Forum: The European View on the Field Feels like a Mirror
Earlier this month, I attended the second annual Field Service Forum 2015 in the Netherlands. The event brought together a great group of service leaders from across some major European organizations....
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Machines, Service, and Customers: The Asset Management Impact on Next-Gen...
The evolution of field service from reactive to proactive and predictive has led to a variety of changes. No longer is routing and scheduling to react to a service call the most important factor for...
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Can Your Service Organization Thrive with Only Wrench Turners?
Have you noticed a difference in skills needed for your organization’s technicians to excel? The role of the field service technician has continued to evolve over the recent past. Historically,...
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Does Your Company Like Profits? Look to Service.
Service plays a new role within many organizations. No longer is service expected to solely help companies lower costs. Eight out of ten top performers (81%) met their service revenue goals in the past...
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IFS World Conference 2015: The Internet of Things is More than a Marketing Term
Last week here in Boston, MA IFS held their annual user conference. Throughout the 3+ day event a number of transformative themes were discussed on the main stage. Topics ranging from technology table...
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Ensure the Value of Service Extends to Your 3rd Party Technicians
What drives your business? What determines your firm’s success financially? If your customers and their happiness isn’t the first thing that comes to mind, I have to recommend you re-evaluate your...
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