Editor’s note: 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 February’s top stories, from an American HVAC company’s plan to retain experienced technicians as “virtual supervisors” to mistakes that will undoubtedly sink your next technology investment.
The idea: Retain experienced technicians as virtual supervisors who, from the comfort of the office, can help smart glasses-wearing techs in the field triage and fix problems.
READ MORE about Lee Company’s massive smart glasses rollout.
In my experience, nearly all service leaders who have looked to their field teams as sources of revenue growth are frustrated because the actual results trail desired results — often by a great margin.
READ MORE from service expert Jim Baston.
The more complex the product, the more I think it will lend itself to AR [augmented reality] to get that information out into the field.
READ MORE from Cranfield University’s Howard Lightfoot.
Low-budget hardware can make even the best software a nightmare to use, while bargain-basement software is likely to underperform on the best hardware. Want your techs to commit to new technology? Don’t burden them with slow, buggy, infuriating tools that they’ll be asked to use every day.
READ MORE from longtime Xerox technician Donald B. Stephens.
The iPhone, in a way, reinvigorated the mobile phone space. … The IoT is doing the same thing for service. It gives us new ways to talk about service, such as outcome-based service contracts or remote service.
READ MORE from service pro Joe Barkai.