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Best-of-the-Best: The 5 Pillars of Building an Industry Leading Service Organization

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General

Digital transformation means nothing without an effective information structure.

As engagement models evolve – and customer expectations change – so must the way you align your service offerings with your investments in people. While the professional services marketplace continues to evolve, service organizations have begun to look for a more balanced approach to improving customer interactions.

Leading the Future of Field Service: Connecting Field Service Management to the Internet of Things

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Field Service

Kevin Ashton founded the Auto-ID Center at the Massachusetts Institute of Technology, and has done pioneering work in radio-frequency identification and sensor technology.

Ashton is known for coining the term “the Internet of Things” to describe a system where the Internet is connected to the physical world via ubiquitous sensors. In 2015, he spoke at a European customer service conference and noted that field service management is the first industry being transformed by IoT.

5 Steps to Successful Servitization

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Field Service

Servitization is one logical step in the transformative journey of how companies work with customers and generate revenue. In the not-too-distant past, a manufacturing company likely focused on the sale of its products -- say, an industrial-strength drill -- as a standalone offering. Service contracts represented a cost to the company. When products failed, it was considered too expensive for a product-focused company to service its own equipment.

Leading the Future of Field Service: Connecting Field Service Management to the Internet of Things

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Field Service

Develop customer relationships and reduce costs

Effective field service management teams improve technician productivity and customer satisfaction rates. 

Greater automation, faster inventory management, and reduced inspection costs are possible with data support from the cloud.

Learn how the Internet of Things (IoT) can help keep your service agile so you stay ahead of customer demands and product complexity.

Blazing New Trails

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Customer Relationship Management

The new customer experience is always on: connected across every digital channel, and over both in-store and online interactions. Every customer’s relationship with your organization forges a unique path to brand loyalty and advocacy.

Scheduling for Field Service Lightning

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Mobile Application Development

Scheduling capabilities for dispatchers in Field Service Lightning.  (Sources:  Salesforce, ClickSoftware)

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