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...
Top 4 Metrics for Asset-Centric Service Success
“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.” – Henry Ford Out of all the quotes attributed to Henry Ford, I find that one rings the truest when it comes to service organizations. An asset-centric...
Orange to Green: Using a Customer Distress Index to Strengthen Proactive Support
There is a lot of talk of moving service models from reactive to predictive. Instead of waiting for something to break, you have the ability to predict when it might break and intervene appropriately. Traditionally, this was done in a time-based or interval-based...
Comic Brake: New Year’s Resolutions
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.
Equipment Dealers in 2021 – Creating Opportunity Out of Adversity
In 2020, we published a white paper that outlined how heavy equipment dealers were looking to transform their organizations with the aid of digital tools. For these dealers, the transformation was taking place in three primary phases to counter some economic,...
MedTech in 2021: From Break-Fix to Outcome-Based
Today we are seeing a pivot in service models across all industries. Medical device, which is largely product-focused, is being challenged to shift their model beyond product and more into outcome-based technology solutions that go well beyond the older break-fix way...
Our Experts
Jim BastonPresident, BBA Consulting 
Joe KennyVP of global customer transformation & customer success, ServiceMax
Shawn LaRoccoShawn LaRocco is the Vice President of Digital Transformation for the Medical Device Industry at ServiceMax. 
Suzanne LucasHR expert & author 
How Will AR & VR Impact the Future of Field Service Management?
For the past 13 years, ServiceMax has been enabling the digital transformation of field service organizations through our asset-centric field service management solution. Today, we are the only leading software application that is 100% dedicated to equipment and asset...
How to Maintain and Protect Your Brand as an OEM
You make great products. You have a strong brand. But how do you maintain those products and protect your brand beyond the point of sale? What do you do when customers demand more through CX or regulators demand more through compliance or channels partners struggle to...
2021 Predictions for Chief Service Officers
How Will Service Priorities Stack Up in the New Year? In our most recent team meeting, the Global Customer Transformation team debated and discussed the key themes that were going to resonate with Chief Service Officers (CSOs) in 2021. Given that none of us could have...
Looking to Design-for-Service? Start Here
“Yes, it’s really happening!” That was my feeling when a ServiceMax customer contacted me to learn about the Design-for-Service concept. Six years ago, they started their service transformation journey to get visibility and control. Now they are moving the needle...
Service as the Generator of Resilient Revenue: A CSO Summit Recap
We held our final virtual CSO Summit this last month with over 20 senior service leaders participating across the globe. The focus of this November event was on maintaining and growing service revenue. The following three topics, which I will recap in this article,...
What Will the Future of AI and ML Look Like for Field Service Management?
For the past 13 years, ServiceMax has been enabling the digital transformation of field service organizations through our asset-centric field service management solution. Today, we are the only leading software application that is 100% dedicated to equipment and asset...