Understanding the Impact of High Customer Effort
According to Gartner, “Customer effort is the strongest driver of customer loyalty — or disloyalty. Boosting customer loyalty is good, but the larger opportunity is to keep customers from becoming disloyal. Customers are four times more likely to leave a service...
COVID-19-Driven Changes That Are Here to Stay
“Never waste a good crisis.” I know…I could feel you wince just ever so slightly when you read that line – and believe me, I know it is a bit crass. I have to admit, as much as I would like to take credit for an offensive yet brilliant line; it wasn’t me. As far I can...
Field Service Circle Recap: Accelerating Your Digital Transformation
Digital service transformation does not start and end with implementing innovative technologies. It starts with a vision. Service Leaders rethink how to generate new service revenue streams and ensure long-term success. And at the end, when companies find the right...
Remote Service: Keeping the Customer at the Forefront
In the race to support our customers and deliver maximum asset uptime, have we actually remembered to focus on all the elements that affect our customers? Let’s look at a few customer personas. How are we changing the life of the asset operator? A scenario before...
Simple Processes Key for Future Field Service Growth
Get used to it. Working remotely is here to stay, at least according to 2021 predictions by research firm Forrester. In Europe, more than one-third of white-collar European workers will continue to work remotely next year—in many cases, across national borders. For...
8 Considerations for Your Remote Support Program
Remote service programs are gaining steam due to their ability to reduce customer downtime, increase time to resolution, eliminate unnecessary field visits, and increase work and workforce efficiency. It seems that organizations are investing in remote support for the...
Our Experts
Donald B. StephensFacilities and strategic vendor manager, Jacobs
John RagsdaleVP of service technology research, TSIA
Lynda SpiegelJob search and recruitment author
Sumair DuttaDirector of digital transformation, ServiceMax 
Polybius and the Evolution of Remote Support
When was the last time you had to wait longer than 5 minutes to get a response to a general question? Go ahead and think about it. If I had to guess, it has been quite a while. Many of us have grown increasingly reliant on our ability to get the answers we need,...
Comic Brake: Wind Tech
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
How IoT Is Enabling the Shift to Outcome-Based Service
From Reactive to Periodic Maintenance In the past, most assets went unmonitored in the field until they failed—this is called reactive or unplanned corrective maintenance. This type of maintenance is by far the most expensive and least effective method, but service...
The Key to Sales and Service Working in Collaboration
“Which function in your organization has the most touchpoints and the highest customer trust?” Here I go again, preaching to the choir. You know where this line of thought is going. Today I want to voice a different tune. I don’t want to highlight what sets Sales and...
Ongoing Advancements in Remote Service, Part 2
A Look at the Evolution of Remote Monitoring for Medical Devices As mentioned in my previous article, what we refer to today as IoT got its start back in the 1800s with the development of the telegraph and radio. While the term IoT was only coined in 1999, the vision...
Ongoing Advancements in Remote Service, Part 1
A Look at the Evolution of Remote Monitoring for Medical Devices What we refer to today as IoT (Internet of Things) was coined in 1999, however, the vision actually began back in the 1800s. The telegraph developed in the 1830s and 1840s was described as “wireless...