Energy and Digital: A Zoom-like Moment?
In my last post, “Paralyzed or Catalyzed? Servicing the Energy Transition,” I wrote about a digital divergence within the energy industry that the coronavirus crisis would likely accelerate. Some firms, I argued, would “press pause” on their digital initiatives, while...
Innovation for the Front Lines: CIO Roundtable Recap
While members of our Global Customer Transformation (GCT) team spend most of their time with leaders of service and operations, they often get the opportunity to discuss the value of service and asset-centricity with leaders from other disciplines. In fact, our...
3 Ways To Increase Collection Success
How much is your last mile strategy worth? For heavy equipment rental and leasing companies, every day matters when it comes to getting the best utilization out of your assets. Missed collections not only affect your working capital, it is often difficult to prove to...
First-Time Fix: 5 Ways to Increase Your FTF Rate
In part one of this series, we established the impact of a low first-time fix rate on your business and customers. In part 2, we identified the five main buckets that affect first-time fix. In this final installment, we will look at the five focus areas where you can...
How Companies are Leveraging Field Service Technology to Adapt to COVID-19
Editor’s Note: Unlike many other job roles, field service workers can’t keep the world running during a crisis like COVID-19 while working from home. Our #CombatCorona series highlights the incredible work that companies whose workers and equipment are on the...
Three Keys to Unlocking the Full Potential of Your Employees
Howard Putman started out as a baggage handler for Capital Airlines and retired as the CEO of Braniff International Airways. Tracey Armstrong began employment at Copyright Clearance Center as a clerk, where she too worked her way up to chief executive officer....
Our Experts
Mark HomerMark Homer is the Head of Global Customer Transformation at ServiceMax. 
Mynul KhanCEO, Field Nation
Suzanne LucasHR expert & author 
Zachary FarrarFacilities and strategic vendor manager, Jacobs
Becoming an Independent Field Service Contractor: 5 Tools To Help You Get Started
In ServiceMax’s recent discussions with customers, we have seen a trend toward creating a blended workforce of in-house and contract field service engineers. In our discussions with field service engineers, we've heard that retiring workers are looking for more...
First-Time Fix: 5 Reasons Failures Happen
In the first article of our First-Time Fix series, we established the impacts of failing to fix service requests on the first visit. In this article, we will uncover the common causes for first-time fix failures by looking at the actual measurements and causes with...
How to Sell Customers on the Value of Preventive Maintenance
Selling preventive maintenance is not what it used to be. In the old days, a manufacturer could use its expert position to prescribe a maintenance scheme. Today, a combination of emerging technologies and pressure from buyers to do it cheaper/smarter warrant a new way...
The Universal 9 Service Performance Metrics & How They Impact Your Business
A long time ago, in a galaxy far far away, ServiceMax coined the phrase “The Universal 9.” These service performance metrics were outlined as the 9 KPIs that just about every service business should be measuring, and if not, they should start today. I’ve spent the...
In the Material Handling Marketplace? There’s a Digital Service Platform For That
On a recent call with our CEO, Neil Barua, he commented that we need to continue communicating to our prospects that for them to quickly get back up to speed after COVID-19, they need to consider how they are going to improve their speed to market. His exact words...
First-Time Fix: Understanding the Impact
During a Field Service event recently, I was asked which one metric would be the most important to focus on. This is a difficult question to answer as many different businesses and verticals may choose different metrics as their key performance indicators. For...