Hyken: Skip the Surprise and Just Delight Your Customers
Editor’s note: A version of this article appeared on Shep Hyken’s blog and is adapted here with permission. Surprise and delight are great customer service concepts. Or are they? The concept behind surprise and delight is to surprise the customer with a level of...
Managing Compliance in Field Service
Complying with regulatory requirements is a fundamental part of doing business for many corporate functions — field service included. After all, regulations exist to protect customers and employees from harm, whether dangerous work environments or equipment downtime...
Canadian Oil Producers Seek a New Commodity: Next-Gen Tech
By shedding its reputation for caution, the Canadian oil & gas industry aims to compete with American competitors that have gone all in on innovation. With the equivalent of 171 billion barrels of petroleum, Canada is home to some of the largest oil reserves in...
The Latest Service Challenge for Utilities: Wildfire Prevention With Smart Vegetation Management
In 2017, thousands of wildfires spread across California, destroying more than 1.2 million acres. That devastating wildfire season brought intense new scrutiny to vegetation management at utilities, especially at Pacific Gas & Electric (PG&E), which fire...
Comic Brake: AR Assurances
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.
ICYMI: Service Doesn’t Get More Extreme Than This
It’s impossible to stay on top of every service news story. We get it. Don’t miss a beat with our monthly “In Case You Missed It” series. Keep reading for April’s top stories, covering everything from top takeaways from the recent Field Service USA 2019 conference to...
Our Experts
Scott BergBoard Advisor, ServiceMax
Phil SchwarzIndustry development director, oil & gas, ServiceMax
Coen JeukensDirector of global customer transformation, ServiceMax
Donald B. StephensFacilities and strategic vendor manager, Jacobs
Sustainability Through Better Service Execution
Many don’t view field service as a way to help your company reach its sustainability objectives. But with greater attention on the environment, more and more companies are focused on how their business practices affect the environment and what can be done to lessen...
When Your Technicians Encounter Awkward—or Dangerous— Situations
Field service technicians are in and out of customers’ homes and workplaces all day long, and while some of those could be featured on “House Beautiful,” others are more likely to end up on “Hoarders.” What kind of advice should you give to your technicians to prepare...
Field Service USA 2019 Day Two: Augmented Reality in Service Gets Real
Thursday was another jam-packed day at Field Service USA 2019, full of great discussions and demonstrations in the expo hall. And, once again, emerging technologies and workforce trends took center stage. But one technology in particular seemed to be on everybody’s...
Field Service USA 2019 Day One: The Hard Thing About Soft Skills
The first full day of Field Service USA 2019 is in the books, full of great sessions, great discussions — and, not surprisingly, soaring temps in beautiful Palm Desert, Calif. During yesterday’s evening sessions and today’s keynotes, technology and talent emerged as...
Pollock: Customers Value Your Expertise and Suggestions—Share Freely
If a tree falls in a forest, and there is nobody there to hear it, does it still make a sound? We have all heard the saying, but it offers a lesson for field service leaders. Whether the tree made a sound or not is irrelevant because there wasn’t anybody there to hear...
What if Your Field Techs Could Build Their Own Service Apps (No IT Experience Required)?
Field service technicians have powerful digital and mobile tools at their disposal, from computers in their pockets to internet-connected machines that allow them to monitor — and even to repair — machines remotely. But what if techs could create their own apps to...