Field Service News | Field Service News (12)

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How much did the pandemic impact customer-centricity and digital transformation?

Sep 21, 2021 • Features • research • Digital Transformation • HSO • Covid-19 • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.

In this excerpt from the second of two in-depth debrief sessions, the group reflect on how wide-reaching the impact of the pandemic has been on field service companies in terms of driving even greater customer-centricity and becoming an unexpected catalyst for the acceleration of digital transformation.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

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, HSO who may contact you for legitimate business reasons to discuss the content of this study.

Topcon Positioning Expands Topnet Live GNSS Network to Meet Increased Digitalization Demands

Sep 20, 2021 • News • Digital Transformation • Topcon • GLOBAL

Topcon Positioning Group announces an expansion of the Topnet Live Global Navigation Satellite Systems (GNSS) network of correction solutions to support today’s work environments.

The newly expanded global network now has more types of correction services and subscription options. This growth is a result of the increasing demand for digitalisation in various industries including construction, surveying, machine control, and agriculture.

TOPNET OFFERS A NUMBER OF CORRECTION SOLUTIONS TO SUPPOT TODAY'S WORK ENVIRONMENTS AND HELPS TEAMS ACHIEVE CONTINUOUS ACCURACY WITH ALWAYS ON-SERVICE COVERAGE

The flexible service options include Realpoint, the Real-Time Kinematic (RTK) service, and Starpoint, a Precise Point Positioning (PPP) service. The different services have varying delivery methods, coverage, and reliable centimeter-level accuracy. Under a flexible subscription model, customers can purchase to suit their needs. Additionally, an RTK service supported by PPP, Skybridge, is available to maintain connectivity and productivity if the customer temporarily leaves RTK coverage.

“The Topnet Live RTK network, first established over a decade ago, continues to grow with 5,100 reference stations globally, a 14% increase in the last year,” said Ian Stilgoe, Topcon vice president. “We are growing throughout the world in areas where there is an increasing demand for productivity and accuracy through digitalisation, with strong growth particularly in North America and Europe. We are focused on continued expansion to maximise support for our customers, so they always have the best options globally.”

Original equipment manufacturers (OEMs) supplying automotive, industrial Internet of Things (IoT), autonomous robotics and all sectors that require positioning, navigation and guidance also benefit from the enhanced robustness of the network. OEMs can sell their hardware with correction services onboard and preconfigured for immediate use by customers, regardless of geographic location, with flexible subscription and licensing options to suit the exact need.

Topnet Live uses all four GNSS constellations: GPS, GLONASS, Galileo and BeiDou. The customer benefits from continuous accuracy and always-on service coverage. This service provides these distinct advantages in the industries it supports:

Survey, Construction and Machine Control. Topnet Live removes the need for individual base stations, dramatically increasing flexibility, productivity and safety and can drive large-scale projects with constant, reliable accuracy.

Precision Agriculture. The solution delivers fast, consistent, accurate positioning any time of day or night for soil preparation, seeding, spreading, spraying and harvesting.

OEMs, System Integrators, Product Designers. The solution provides scalable precise positioning and supports the implementation of flexible business models tailored to fit both OEMs’ and their customers’ needs.

Is Remote Service Here to Stay?

Sep 17, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.

What technology and tools are being used for measuring CSAT?

Sep 16, 2021 • Features • research • Digital Transformation • HSO • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

Here the group discuss the tools and technologies that are being used to measure CSAT metrics and drive improvements in ensuring customer success.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Working on Paper is Slow, Expensive, and Comes With Significant Risks

Sep 15, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo

In the first article of a series of excerpts from a recent white paper published by Praxedo, we discuss how outdated operations can lead to losses to field services organisations and why it's important to switch to digital.

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

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 Praxedo 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.

We live in a modern, digital world where we’re surrounded by technology all of the time. And we rely on that techno- logy more than ever — to work, to manage our lives, and to have fun. The global pandemic has shown us how we can use technology in new ways, and in more aspects of our lives. There will be no going back.

As a field service provider working in the “new normal”, you’ll need to meet increasingly high expectations for digital operations from your customers and your em- ployees. If you continue working on paper, emails or dis- connected web-based tools like Google or DropBox, you won’t be able to meet those expectations. And you’ll face significant business risks:

Lower profits. Dealing with paper and emails at each stage of service delivery is time-consuming and cumbersome. The need to manually exchange pieces of paper slows service delivery, forces technicians to frequently return to the office, and extends billing times. These inef- ficiencies quickly eat into profit margins.
Lost data. Those many pieces of paper contain bu- siness-critical data you need for comprehensive and ac- curate billing. But paper is easily lost, misplaced, or da- maged in the field. Handwritten service reports that are incomplete, illegible, or inadequate for billing purposes further increase risks.
Poor customer perception. Delayed service and old- fashioned ways of working give customers the impression your business is behind-the-times. And it’s all-too-easy for customers to assume this lack of sophistication also reflects your technicians’ capabilities and expertise levels.

The Losses Associated with Outdated Operations Quickly Add Up

These risks affect every area of your business. It’s a vicious circle, with every loss compounding on another.

At a minimum, you’ll fall behind the competition. In the cost-conscious, and often crowded, world of field service, you need every possible advantage to edge out competi- tors. With fewer ways to differentiate and make a strong, positive impression on customers, it will be far more diffi- cult to stand out in the crowd.

You’ll also lose valuable technicians, especially those who grew up with digital devices in their hands. They’ll quickly become frustrated with old-fashioned, inconvenient, and unwieldy ways of working and jump to your more technologically advanced competitors.

"When field service providers can retain customers and renew contracts, they can spend less time worrying about how to win new business simply to make up for customers they’ve lost. It becomes much easier to grow the business"

Jim Baston, Field Service Industry Expert

Sales opportunities will decline. Customers who have a poor perception of your business are unlikely to expand their relationship with you, or recommend your services to other businesses. And, if they share negative reviews of your services, it will influence the decisions of other potential customers.

Finally, you will lose customers. Customers can choose who they work with. And their expectations are high. If customers don’t feel your business is responsive enough, or your technicians are adequately informed and equipped to look out for their best interests, they won’t hesitate to switch providers.

Field service providers who are working on paper simply cannot afford to continue working as they are.

It's Time to Go Digital

The good news is field service providers no longer need to struggle with slow, outdated, and disjointed ways of working. There are affordable technology solutions that address the challenges and risks they currently face, and bring additional business benefits.

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

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.

Deconstructing the Service Delivery Value Chain and Research What Your Customer Wants

Sep 15, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.

CSG Field Service Management Ups the Ante on Customer Experience, Recognized in the 2021 Gartner® Magic Quadrant

Sep 14, 2021 • News • CSG • Digital Transformation • field service management • EMEA • shentel

CSG^® (NASDAQ: CSGS) is transforming the way companies engage with their customers by arming today’s leading brands with future-ready, innovative solutions that drive extraordinary customer experiences.

With a customer-first culture dedicated to delivering results, CSG Field Service Management. These factors combined CSG’s breadth of experience and its leading-edge capabilities in machine learning and augmented reality led to CSG Field Service Management’s first-time placement in the 2021 Gartner Magic Quadrant for Field Service Management.

CSG FIELD SERVICE MANAGEMENT AVERAGED 4.6 OUT OF 5 RATING ON GARTNER PEERINSIGHT™

“Field service management is often the ‘last mile’ of customer service that can make or break your brand and your ability to win in the marketplace,” said Alfred Binford, president of customer engagement for CSG. “CSG Field Service Management delivers both agility and game changing innovation for our customers that lead to greater cost and productivity efficiencies. More importantly, it creates higher quality customer interactions that lead to elevated customer experiences. Gartner’s ratings are deeply respected in our industry, and it is a tremendous accomplishment to be in the Gartner Magic Quadrant for Field Service Management. CSG will build on this momentum with our unique domain expertise in serving communications service providers to enhance our solutions and help our growing global customer base transform ordinary customer experiences to be extraordinary.”

CSG Field Service Management is a global, award-winning, multi-industry, cloud-based platform that optimizes field service operations before, during and after the day of service. The solution enables field technicians and dispatchers to make informed decisions based on real-time, predictive data that offers intelligent insights and increases customer satisfaction. These capabilities combined with automated reporting and timely, relevant customer communications help companies deliver a superior customer experience, while enabling seamless operations for both dispatchers and technicians. CSG Field Service Management supports hundreds of thousands of technicians and dispatchers every day and is the engine that processes more than 100 million work orders every year for some of the world’s largest communications service providers.

With an average 4.6 out of 5 rating on Gartner PeerInsights™, customers have commended CSG Field Service Management as “[a] powerful workforce management solution” matched with a great customer experience, “thorough communication and the willingness to assist. It was a phenomenal experience with the whole team that made our product successful.”

For more information on CSG Field Service Management, visit https://www.csgi.com/portfolio/field-service-management/. To download the 2021 Gartner Magic Quadrant for Field Service Management visit https://info.csgi.com/FSM-GMQ-2021-Report.

What Are the Sectors the Field Service Industry Should Learn From When It Comes to Service Marketing?

Sep 13, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.

How Big is the Difference between Upselling Service to Existing Clients and Selling Service to New Clients?

Sep 10, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.

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AUTHOR ARCHIVES: Field Service News

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Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

TOPNET OFFERS A NUMBER OF CORRECTION SOLUTIONS TO SUPPOT TODAY'S WORK ENVIRONMENTS AND HELPS TEAMS ACHIEVE CONTINUOUS ACCURACY WITH ALWAYS ON-SERVICE COVERAGE

Further Reading:

Want to know more?

Further Reading:

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

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

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 white paper published by Praxedo.

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

Want to know more?

Further Reading:

CSG FIELD SERVICE MANAGEMENT AVERAGED 4.6 OUT OF 5 RATING ON GARTNER PEERINSIGHT™

Further Reading:

Want to know more?

Further Reading:

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