Field Service News

Post Script: A Few Questions for Reflection on How IoT Could Improve Your Service Operations

Feb 28, 2022 • News • Digital Transformation • IoT • servicenow

Across this series of articles published based on the latest Field Service News white paper, we have looked at how the adoption of IoT can improve the three key areas of service excellence - the asset, the engineer and customer success. Now as we bring this series to an end we offer a selection of reflective questions for you to consider about IoT adoption in your own organisation...

In this series, we have put forward a simple example of an asset with just one data point to illustrate how IoT could impact asset management, workforce management and customer success planning for field service organisations.

Of course, each organisation and each situation is unique, and there is no one size fits all approach to such a process. With this in mind, we have outlined a few additional questions for you as a service leader to consider against each of the key points of the paper to help you begin to reflect on how the ideas put forward could relate to your own organisation.

#1: IoT has become an increasingly important part of field service operations and is set to become the bedrock of service operations in the future. However, without actionable insight asset data is of little value. What is required in your organisation to turn IoT-fed asset data into meaningful and valuable actionable insight?

Do you currently receive the right asset data into the systems where it can bring value?
What is the asset data that can yield the most valuable insights to your organisation and to your customers?
Do you need to upgrade legacy assets to include connectivity? What would this cost? What assets would take priority?
Which processes within the service cycle could be automated if triggered by an appropriate data feed?
Could a self-service approach be applicable in any area of your service portfolio? If not why? If yes, what is required to make this happen?

#2: It is often said that the most valuable resource of any field service company is its field workforce. Can the adoption of a more sophisticated IoT-led service approach lead to better talent acquisition and retention?

What does an average working day look like for your field service engineers and technicians? Do they have a good work/life balance?
How does the shift towards proactive maintenance that IoT can facilitate impact their working day?
Is the adoption of remote service something that would allow you to hold onto more experienced field workers for longer?
Would the skill sets of your engineers or technicians be different if you adopted an IoT-led approach to service delivery? Would this be a positive or negative impact on your operation?
Would an advanced approach to technology adoption make your organisation a more attractive prospect for potential future recruits?

#3: Customer success has replaced customer satisfaction. It is now imperative that we work as partners to our customers to drive towards success together. Such an approach often requires more advanced layers of service thinking with IoT underpinning many such strategies.

Is there an appetite amongst your customer base for a more sophisticated type of service offering such as a servitized or outcome-based model?
Can you achieve success with such a model without adopting IoT?
Are you able to drive transparency and trust in your customer relationships by open sharing of data? Does this apply to all data or just some?
How much would your customer base value data-driven insights and advice that can allow them to increase the productivity of their assets?
Who would be an ideal customer/group of customers that would be prepared to be part of such a new initiative?

Read this latest Field Service News Paper Now!

Screenshot 2021-12-07 at 12.05.28 If you are a Field Service News subscriber on either our free-forever FSN Standard subscription tier or our Premium Subscription tier you can access this exclusive Field Service News white paper written by Field Service News, Editor-in-Chief, Kris Oldland on the button below.

If you are not yet a subscriber to Field Service News but would like to subscribe and gain access to this report instantly, click the button to visit a dedicated registration page for our complimentary sponsored subscription tier and that will give you instant access to this paper and a number of other assets currently available to subscribers on this tier.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServiceNow who may contact you for legitimate business reasons to discuss the content of this paper.

Will an economic downturn drive field service as a revenue generator

Feb 24, 2022 • News • Digital Transformation • IoT • servicenow

Field Service News and ServiceNow have recently partnered on an exclusive new white paper "Understanding The Next Phase Of IoT Evolution" and as part of the planning for this paper Kris Oldland, Editor-in-Chief, Field Service News was joined on the Field Service News Digital Symposium by Tasker Generes and Bulent Cinarkaya of ServiceNow to discuss how IoT can improve asset management, workforce management and drive customer success.

In this final excerpt from the full interview, the group discuss how field service companies will need to adapt towards a more service-centric approach to drive sustainable revenue growth.

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

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The experience economy will lead to a need for better customer relationships

Feb 22, 2022 • News • Digital Transformation • IoT • servicenow

In this excerpt from the full interview, the conversation turns to the experience economy and looks at how this growing trend will further increase the need for us as service providers to establish deeper more meaningful relationships with our customers.

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Connected Field Service: IoT and Improving Customer Success

Feb 21, 2022 • News • Digital Transformation • IoT • servicenow

As we have already seen so far in this series of features from the latest exclusive Field Service News white paper, each of the three pillars of field service success - the asset, the engineer, and the customer - are intrinsically linked and can be...

We have already touched upon several ways the field service company can improve customer satisfaction and drive customer success by leveraging IoT connected asset data. So far, we have discussed:

Reducing potential downtime
Increasing the speed of issue resolution
Delivering service in a more convenient manner

However, there are many other vital areas where customer success can be improved when a service provider embraces and fully leverages IoT. In this final section of the report, let us consider some additional areas where this could happen.

IoT Creates a Path to Servitization:

In a world of connected field service, where the service provider leverages IoT, the potential to introduce a servitized offering becomes measurably more tangible.

While the topic of servitization is vast and the subject of many articles and papers in and of itself (for further information, a good start is to visit https://www.fieldservicenews.com/blog/tag/servitization-and-advanced-services ), a reduced overview of the concept is “a blend of product and services is created to produce a holistic approach to meeting the customer’s needs.”

For the customer, this has multiple benefits:

It moves the service contract to one that is centred on uptime.
It moves the responsibility of maintaining an asset to meet these uptime agreements onto the service provider/manufacturer.
It allows the customer to focus on their core area of expertise (often selling the outcome of the servitized asset) rather than the operation of the asset itself.

For the service provider, servitization can lead to much more deeply engrained customer relationships, more extended service contracts and greater profitability across the long term. If undertaken correctly, the servitization model can offer a significant win-win situation for both parties.

In such a model, where uptime guarantees are the primary metric of success, the ability to track asset data in real-time via IoT is central to many successful servitized service portfolios.

Greater Visibility = Greater Trust

Another major facet of using data for a field service organization is when it comes to building deep customer relationships that are built on a foundation of trust; the transparency that IoT data can provide is crucial.

One approach to enabling such transparency is building customer dashboards to see vital operational metrics of their asset.

The ability to surface the critical insights that IoT data can offer is an exceptional way to allow customers to see not only how their assets are performing but also to highlight the value of the service provided.

Such dashboards can also truly empower the field service engineer to outline the value of the service they have delivered when on-site. Such a tool can allow them to truly evolve into an ambassador role that can further cement the trust within the relationship between the service provider and their customers.

Optimization of Each Asset via Wider Install Base Data

One final significant benefit that can be introduced as we look at how we can leverage IoT-based asset data is optimizing individual assets by collating the comprehensive data of an install base and looking at the broader data to identify further efficiencies.

Again let us use our earlier simple example of the vending machine as an illustration. Hypothetically, a water reservoir for the machine could be maintained at a set temperature.

The temperature water in this reservoir is kept at could hold several different variables:

If the temperature is held at a higher temperature, then the speed it would take to produce a coffee would, of course, be faster.
Maintaining the water at a certain level could mean less strain on the elements within the asset to heat the water to a point where it is suitable for serving drinks.
Yet, maintaining the water in the reservoir at a higher level will consume more energy and lead to a higher operating cost.

By applying data analytics to the full manufacturer install base, an optimal temperature for the water in such a reservoir could be determined based on the balance between reducing energy consumption (i.e. reducing cost) and fastest production of the product (i.e. increasing productivity).

While this example is deliberately simplistic to illustrate the point, the concept can be applied to far more complex situations given the vast amounts of data available for analysis that an IoT-connected install base can provide.

The simple equation of reducing costs and increasing productivity is a compelling offering that a service provider who embraces IoT can leverage. In doing so they can seek to ensure longer, more profitable agreements with their client base.

IoT and Outcome-Based Service Models

The ultimate endpoint of a focus on customer success, it could be argued, is the outcome-based services model that has been gaining traction amongst manufacturers and service providers for some time now.

However, much as we saw in 2008 when an economic downturn became a key driver for service to move away from a cost centre to becoming more widely accepted as a profit centre, so to now. As we face ongoing economic uncertainty as the fall out of the pandemic continues, we see increased discussion of outcome-based solutions as an emerging force within service design as companies on both sides of the provider/customer equation seek to mitigate potential financial risk.

As Bulent Cinarkaya, GM of Field Service Management at ServiceNow, explained on the Field Service News Digital Symposium.

“There is a question of derisking that must be considered.

“When you look at history, there are always economic booms and economic downturns. The critical question we must address is how do you protect your business when the times are tough?

“When we look at customer behaviour during challenging economic environments, customers prefer to buy services rather than products.

“Additionally, manufacturers are always researching and adapting to use more effective business models and the latest trend we are seeing is outcome-based business models.”

The reason this is important in the context of an ongoing economic downturn is threefold. Firstly, such models place customer success at the heart of their strategy and, in doing so, help support the business ecosystem and keep both service provider and their customers financially secure.

"In an outcome-based model, you own the product. You’re not selling the product; you’re not leasing the product. You’re selling an outcome, which means that your contract terms come to the forefront, and you have to meet those terms..."

Secondly, it creates deeper, more robust relationships between the two parties. When cash flow is reduced, when cost-lines are critical, being an integral part of their clients' workflow is vital to protect you from the risk of being underpriced by the competition and losing that business entirely.

Finally, as Cinarkaya outlines, it creates an ongoing, reliable revenue stream that helps manage cash flow for their own business - however, the move to outcome-based models is not necessarily an easy one to make, particularly without IoT.

“With outcome-based service you can bring a steady stream of recurring revenue to your business, but it comes with a challenge of course.”

“In an outcome-based model, you own the product. You’re not selling the product; you’re not leasing the product. You’re selling an outcome, which means that your contract terms come to the forefront, and you have to meet those terms.

“That is where IoT plays a really key role. Without IoT, I’m not sure how you can achieve what you promise as an outcome, which is how you will drive your revenue. Without IoT I’m not sure if you will be able to meet the demands of such agreements.”

Read this latest Field Service News Paper Now!

The Benefits of Adopting AR Technology

Feb 18, 2022 • Features • Augmented Reality • White Paper • Digital Transformation • customer experience • CareAR

AR technology has evolved dramatically over the past few years. In this last feature from a recent IDC white paper, sponsored by CareAR and available at Field Service News, we look at how CareAR helps bridge the skills gap and accelerate...

This feature is just one short excerpt from a recent white paper published by CareAR.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content CareAR who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

An increasing number of manufacturers and service companies are finding ways to integrate AR capabilities into their existing workflows and back-end systems.

Considering CareAR, a Xerox Company

CareAR provides a full suite of end-to-end service experience management (SXM) SaaS-based solutions across service, support, sales, and marketing workflows. The CareAR SXM platform makes expertise accessible instantly for customers, employees, and field workers through live visual AR and artificial intelligence (AI) interactions, instructions, and insights as part of a seamless digital workflow experience. CareAR helps bridge the skills gap and accelerate knowledge transfer through augmenting intelligence while providing greater efficiencies, customer outcomes, and safety as well as reduced carbon emissions.

AI/AR-Powered Service Experiences

CareAR delivers critical context through real-time visual AR interactions, instructions, and intelligence as part of a seamless digital workflow. The CareAR SXM platform takes advantage of smartphones, tablets, and other devices such as smart glasses and drones to capture real-time video for a personalized perspective of every support engagement, linking a remote expert with a customer or a field technician. Graphical guidance such as a laser pointer, circles, and annotations is overlaid on video in 3D to create an immersive AR experience. Rear-facing smartphone camera use focuses on the target issue while eliminating visible video lag or latency. Computer vision automatically frames the area being considered. Digital information is overlaid on real-time video with "stickiness" to its intended area despite movement, which is a defining CareAR characteristic. As a result, the real-world visual is blended with digitally created images to focus attention with graphical direction to improve service and support outcomes.

Contextualization of Content

CareAR Insight delivers contextual data for greater insights into specific assets, issues, and resolutions. By combining AI with AR, CareAR augments the intelligence of service teams to bridge knowledge gaps and uncover insights into hidden problems. The technology helps the service professional get to the root cause of the issue faster by accessing a full view of the asset's data, reducing the duration of a service call, and eliminating costly repeat visits.

Self-Solve Instructions

CareAR provides a simple but powerful tool to create AR-enabled visual instructions and make information accessible to users. AI-powered computer vision is used to access the collective intelligence of multiple users and then put that information into action. CareAR merges contextual video data with interactive guides to increase a user's level of knowledge, whether the user is a field service technician looking to fill a gap in knowledge or skills or a customer needing instruction to assemble a device after unboxing.

Integrated Workflow

CareAR natively integrates with service management platforms such as ServiceNow across customer, field, and IT service management. This end-to-end integration allows field technicians to capture images and recordings during service sessions. That content is automatically saved in the originating work order, case, incident, or knowledge base, eliminating a series of steps to enhance knowledge transfer and ensure proof of work completion or compliance.

SXM Use Cases

AR guidance generated by a remote expert or in the form of self-serve instructions is the most common way AR value is realized. Primary use cases for the company's solution include:

Field Service. Supporting technicians paired with an expert located elsewhere using AR is a common use case. Multiple experts or field service technicians may be included in an AR session. Key drivers for this case include:
- Skills. Experts are increasingly in short supply. Field technicians are frequently junior level and/or contractors lacking experience.
- Effectiveness and efficiency. Reduced time to resolve, improved first-time fix rates, reduced truck rolls, and enhanced customer experience are examples of key field service metrics that benefit from the technology.
- Integration. Silos of data lead to disconnected outcomes. Integration across data sources enables intelligence on AR effectiveness, frequency of uses, and CRM connectivity to establish a single view of the data for the field service team.

Customer Service. Contact center and customer support agents work with customers to resolve issues faster. This is an AR use case that moves the needle on customer experience with emotional impact and enhanced engagement. Key drivers for this case include:
- Internet of Things (IoT). Home devices are becoming more connected and complex. Customers require assistance to overcome language and jargon barriers for effective diagnosis and resolution.
- Customer experience. Customers increasingly prefer to self-serve. But when they fail, they call. When they call, expectations are high and commonly emotionally charged.
- Fewer technician visits. Remote assistance reduces technician visits, which many customers resisted during the pandemic and still prefer to avoid.

Industry 4.0. AR-enhanced procedural instructions aid employees with assembly and troubleshooting and also help QA staff increase their own efficiency and effectiveness. Key case drivers include:
- Hands free. Wearables tend to play a more significant role in this use case.
- Step by step. AR guidance and insights are emphasized. Remote expert support also plays a role, especially with complex environments.
- Integration. Instrumentations and procedural adherence are frequently required.

Challenges

Technologies to enable collaboration and real-time remote support are moving beyond the pilot stage for many organizations, especially due to the disruption to the market in 2020. However, any innovative technology, regardless of market shifts, will face challenges in adoption, deployment, and full utilization. Technology firms such as CareAR must address three primary challenges in the market:

Historically, the adoption of innovative technologies in the customer support and field service market has moved slowly from concept to pilot to scalable production. Establishing a clear adoption path that solves various use cases will help CareAR navigate pilot purgatory.
Service technology and digital transformation sometimes take a back seat to other digital investments within the manufacturing and service industry. This trend is changing as the impact and importance of the service experience rise in the hierarchy of strategic initiatives, but it is still a challenge.
Companies such as CareAR must improve the content creation and best practice sharing, validation, relevance, and updating process. Technology to collaborate and capture knowledge is only as good as the content being shared.

Conclusion

The service experience companies deliver to customers is at an inflection point whereby customers demand immersive experiences, collaboration with the service organization when necessary, and resolution on a first call or visit. Manufacturers and service organizations should consider the following actions as they digitally transform and look to engage customers, field and customer support teams, and partners differently:

Enable dynamic service resolution models where physical presence is not the only path to addressing a failure or customer issue
Foster an environment of real-time collaboration and best practice sharing between the service team and with the customer
Move beyond efficiency to prioritize customer and field service employee experiences and outcomes
Hasten digital transformation as reactive service and failed first service visits lead to lower customer satisfaction and lost future revenue.

Remember that AR technology is a starting point and not the end goal. The ability to intelligently engage, collaborate, and resolve will be the differentiator of the future.

Field Service News subscribers can access the full white paper sponsored by CareAR and written by Ali Pinder, Program Director, Service Innovation and Connected Products at IDC, and Tom Mainelli, IDC's Group Vice President, Device and Consumer Research, by clicking on the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with Exel Computer Systems..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

We need to rethink training in field service

Feb 17, 2022 • News • Digital Transformation • IoT • servicenow

In this part of the discussion the group discuss how much the way we consume information has changed as a society, the impact this will have on the way we approach training field service engineers and how IoT can play a role in training the next generation of field workers.

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Effective IoT strategy needs executive buy-in across a business

Feb 15, 2022 • News • Digital Transformation • IoT • servicenow

In this part of the discussion, the group discuss why an effective IoT strategy requires effective buy-in across the entire business at the executive level if it is to succeed.

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Connected Field Service: IoT and Improving Workforce Management

Feb 14, 2022 • News • Digital Transformation • IoT • servicenow

Having identified how embracing IoT from an asset management approach can benefit field service organizations in the previous article in this series, let us look at how such an approach can bring significant benefits to the next of our three pillars...

An Improved Work/Life Balance:

When the millennial generation first came into the workforce, much was made about the fact that this was the first generation that, in consistent polls, had placed personal values such as gratification and happiness above pure financial remuneration. While before this point, the positive benefits of a good work/life balance were important for employers to consider. Now they are essential if a company is going to be an attractive destination for future employees.

However, the traditional life of the field service engineer or technician can be hard. Long hours on the road and often in stressful environments can take their toll – perhaps that is why so many field service companies have struggled for so long to find a reliable source of recruits to replace an increasingly ageing workforce. However, for those field service organizations that embrace IoT, the engineer’s working day can be radically different.

Firstly, the engineer is likely to be far more informed when they arrive on site. Data from the asset itself will already have been analyzed (either by AI or a human in a dispatch centre) to identify the most likely fault as per the example in our previous section.

Similarly, with predicted fault diagnosis, the relevant parts required for a first-time fix can already be with the engineer ahead of the service call.

In this situation, our engineer will be as well prepared as possible as greater amounts of data mean more effective triage and fault diagnosis. This includes health and safety factors, as again, the better prepared our engineers are, the safer the environment they are working in.

"The ageing workforce is an issue many field service companies face currently. Still, the opportunity to work from a central location (or even from home) to provide expertise remotely may be an excellent route to keeping these seasoned engineers in the workforce for longer..."

This is hugely important as, by definition, the engineer's environment is not one that the service organization can ever have complete control over. Hence, every slight improvement in this area is essential.

Also, as this maintenance has been proactively scheduled ahead of failure, the service call is likely scheduled for a convenient time for the customer. This alone can allow the engineer the space and time to complete the task without interruption. All in all, such an approach provides our engineers with a far less stressful environment.

Let us also consider the engineer’s utilization rates – one of the most critical KPIs within field service management. Scheduling jobs in advance and ahead of failure gives the scheduling team the opportunity to potentially group jobs in a more effective route across a geography. This is, of course, a win-win for both the engineer and the field service organization themselves as less time behind the wheel is good for the engineer, and more productivity from the field workers is good for the company.

Finally, once again, let us consider the continuing trend of remote service and guided self-service.

The introduction of such an approach to service delivery offers further options when exploring how this can benefit the workforce.

As we mentioned above, the ageing workforce is an issue many field service companies face currently. Still, the opportunity to work from a central location (or even from home) to provide expertise remotely may be an excellent route to keeping these seasoned engineers in the workforce for longer.

Similarly, it could be an approach to offer a rotation of delivering remote services amongst your field service engineers. This approach could provide variation in the role and a strong balance between the flexibility of working from home and the freedom many field workers enjoy by working on the road.

Read this latest Field Service News Paper Now!

Digital Services and New Digital-First Customer Experiences

Feb 11, 2022 • Features • White Paper • Digital Transformation • Data Management • customer experience • CareAR

In this new feature from a recent IDC white paper, sponsored by CareAR and now available at Field Service News, we discuss how service organizations should leverage innovative technologies to drive innovation and enhance customer experiences.

This feature is just one short excerpt from a recent white paper published by CareAR.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Screenshot 2022-01-17 at 17.47.27

As manufacturers and service organizations shift their business and customer engagement models, they must address a few areas to truly bring together the service experience and the customer experience:

Establish the knowledge capabilities to address reactive, proactive, and self-service needs. No one model will be in place in all situations, and organizations will need to be nimble to adjust to the need efficiently.
Deliver support and resolution for both simple and complex work with a diverse workforce with various degrees of expertise. Customers want a resolution to ensure that their operation or experience is not negatively impacted by downtime. To provide this level of service, organizations need to solve problems of varying complexity. What has changed is this level of response needs to happen on the first visit because extended downtime due to a lack of expertise to solve a problem is unacceptable.
Harness the convergence of the customer experience with the service and support experiences, strengthening the partnership with customers. Data must flow across the organization, and manufacturers are beginning to understand they need to make data accessible across functional teams to offer an integrated customer experience. Customer centricity has shifted the focus of manufacturers to prioritize the needs of the customer and the service employee, providing them with the visibility to go beyond standard engagements to deliver "wow" experiences. Meeting service-level agreements (SLAs) is table stakes; organizations need to go beyond the standard contract to connect the service experience with other activities such as sales, marketing, and product improvements.
Leverage innovative technologies such as augmented reality (AR) to drive innovation and an enhanced customer experience. The pandemic helped drive a rapid shift where AR moved from being a cool future technology to a technology that's delivering tangible value around remote service, remote collaboration between a service worker and a customer, and self-service experiences with technical support. Nearly three-fourths (72.2%) of manufacturers in IDC's May 2021 Product and Service Innovation Survey pointed to AR as important or very important to their current efforts around service innovation.

AR technology has evolved dramatically over the past few years. The pandemic drove a big part of that evolution, as companies adapted to an ever-evolving set of circumstances on the ground. In a 2021 survey of AR adopters, IDC found that the top 3 benefits the technology brought to their businesses were increased worker efficiency, improved real-time collaboration, and improved knowledge transfer between expert and novice workers.

Another driving force behind the current uptick in AR adoption is that an increasing number of companies are finding ways to integrate AR capabilities into their existing workflows and back-end systems. Any organization looking at new technologies to become more dynamic and less reactive must consider the impact on its current processes to leverage existing systems and partners to drive improvements without creating disruption.

This feature is just one short excerpt from a recent white paper we published in partnership with Exel Computer Systems..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

#2: It is often said that the most valuable resource of any field service company is its field workforce. Can the adoption of a more sophisticated IoT-led service approach lead to better talent acquisition and retention?

#3: Customer success has replaced customer satisfaction. It is now imperative that we work as partners to our customers to drive towards success together. Such an approach often requires more advanced layers of service thinking with IoT underpinning many such strategies.

Read this latest Field Service News Paper Now!

Further Reading:

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Further Reading:

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Further Reading:

IoT Creates a Path to Servitization:

Greater Visibility = Greater Trust

Optimization of Each Asset via Wider Install Base Data

IoT and Outcome-Based Service Models

"In an outcome-based model, you own the product. You’re not selling the product; you’re not leasing the product. You’re selling an outcome, which means that your contract terms come to the forefront, and you have to meet those terms..."

Read this latest Field Service News Paper Now!

Further Reading:

This feature is just one short excerpt from a recent white paper published by CareAR.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with Exel Computer Systems..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Further Reading:

If you are an FSN Premium subscriber you can access the full interview now on the button below. Alternatively, if you are yet to subscribe or are on our forever-free subscription you can join FSN Premium on the button below and get full access to the entire FSN Premium resource library.

Read this latest Field Service News Paper Now!

Further Reading:

An Improved Work/Life Balance:

"The ageing workforce is an issue many field service companies face currently. Still, the opportunity to work from a central location (or even from home) to provide expertise remotely may be an excellent route to keeping these seasoned engineers in the workforce for longer..."

Read this latest Field Service News Paper Now!

Further Reading:

This feature is just one short excerpt from a recent white paper published by CareAR.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with Exel Computer Systems..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

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