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Why You Need a Remote Strategy: The Hybrid State of Service

Why You Need a Remote Strategy: The Hybrid State of Service

Our world has increasingly gone hybrid – and the service experience is no exception. The Internet of Things (IoT) and other remote technologies are gaining adoption and starting to have a greater impact on how service is effectively delivered. Service organizations...

Comic Brake: Seance

Comic Brake: Seance

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.

Why Service Needs to Be a Team Sport

Why Service Needs to Be a Team Sport

Field service engineers – once seen as a cost to any business – have been transformed in recent years due to advances in technology. Rising customer expectations, service increasingly becoming a profit center rather than a cost center, and enterprise-wide digital...

5 Ways Service Maintenance Can Reduce Your Carbon Footprint

5 Ways Service Maintenance Can Reduce Your Carbon Footprint

For any company with field service teams, there are a lot of wins to be had through the implementation of intelligent service management tools. Field service management (FSM) can transform organizations and their relationship with customers. By enabling visibility and...

The Power of People to Build Trust in AI

The Power of People to Build Trust in AI

For those who attended Dreamforce this year, it was clear that the show stealer was artificial intelligence (AI), and the transformative role it will play in how we do business, how we run the machines that run our world, and how we interact with the world around us....

Comic Brake: Star Wars

Comic Brake: Star Wars

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.  

Climbing The Servitization Staircase Using Asset Data

Climbing The Servitization Staircase Using Asset Data

In manufacturing and product-led businesses, one of the biggest transformation models is servitization. According to a Forrester study we commissioned before the pandemic, entitled From Grease To Code: What Drives Digital Service Transformation, 85 percent of firms...

ChatGPT: Risks, Opportunities and Outcomes

ChatGPT: Risks, Opportunities and Outcomes

Artificial Intelligence has been enjoying another media resurgence since ChatGPT hit the scene earlier this year. ChatGPT is seemingly part of everyone’s vocabulary these days, and its popularity isn’t confined to our consumer lives. Countless companies have been...

Comic Brake: Train

Comic Brake: Train

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.

Digital Thread: Closing the Loop

Digital Thread: Closing the Loop

For more than 25 years I’ve worked in the after-sales domain. Hardly ever I came across the words digital thread. That changed when PTC acquired ServiceMax a couple of months ago. I wish I had come across the digital thread concept a lot sooner. I’ve come to...

5 Steps to Prevent Unplanned Downtime

5 Steps to Prevent Unplanned Downtime

There are some unsubstantiated stats doing the rounds at the moment, on the cost of unplanned downtime for manufacturers. These stats are putting average losses at over £1 trillion but while this is difficult to really measure, all organisations will have their own...

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