Complex, Equipment-Centric Service Top of Mind in Recent Gartner Reports on Field Service Management
“Complex” – that word can be scary, and mean a lot of different things to a lot of different people. In the context of technology purchases, it is often taboo – no one wants their software to be complex – we want easy and simple! But the same breath, the decision...
3 Keys for Asset-Centric Digital Transformation
Often times when we speak to our customers, they tell us about their digital transformation journey. There are slides around how they are changing internal systems, processes, and people’s responsibilities. But rarely do we hear companies talk about their digital...
What Does Digital Transformation Really Mean for Asset-Centric Service Businesses?
Oddly enough, MerriamWebster.com and Dictionary.com do not have a definition for Digital Transformation. One might suppose that the term is too new, but how can that be? The digital age started more than 50 years ago. According to Steven E. Schoenherr, Professor...
The Future of Field Service – #wintogether
This morning I wake up to a day that will be remembered for a long time. The start of a new journey that will make generations of ServiceMaxers proud. A start of something that signifies two companies, who have been competitors, coming together to “do the right thing”...
Comic Brake: Birds
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.
Technician Advice to CSOs: 3 Interesting Takeaways from Our Inaugural Tech Talk Event
Last week we hosted our first Tech Talk event featuring insight and advice from a panel of three field service engineers (technicians): Richard Martin, Customer Support Engineer, Domino Printing Sciences John Cowan, Senior Field Service Technician, Tier III, Hach...
Our Experts
John RagsdaleVP of service technology research, TSIA
Anil PaiGlobal Head of Digital Field Service Management, Tata Consultancy Services
Mynul KhanCEO, Field Nation
Coen JeukensVP of global customer transformation, ServiceMax
Calling All Field Service Teams: Tips for Getting Lunch in Before 3pm
As a field tech, I’ve spent many days not eating lunch until after 3 pm or settling for something quick and not the healthiest for me—convenience stores, fast-food outlets, food trucks. And more times than I can recall, I took no lunch at all! Most of us know that...
The Evolution Toward a Common Service Language At Equipment Dealers, Part II
In part one of this series, I examined the rise of equipment dealers over the past 100 years and the unique digitalization challenges they face. In this article, I will look at how new technology has transformed service and what the path forward for OEMs and dealers...
A New Normal. What Do Your Technicians Think?
I love talking to field service engineers and technicians. They bring a unique perspective to the real problems and solutions facing field service organizations as they actually see and feel these challenges on the front lines (See more on this here). Quite often...
The Evolution Toward a Common Service Language at Equipment Dealers, Part I
As various field service industries move forward with digital service transformations, heavy equipment manufacturers and dealerships face unique challenges when overhauling paper-processes. In this two-part series, learn how the relationship between manufacturers and...
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...