AUTHOR ARCHIVES: Field Service News

Large-scale London property development and investment company, Almacantar, has appointed digital transformation specialist Nexer to oversee the total replacement of its CRM system, in order to facilitate increased accessibility to data and ensure the consistently high level of service expected by its clientele.

Almacantar transforms iconic property development assets in prime Central London locations, and is known for its design-led approach and focus on creating long term value. Since 2010, it has acquired more than 1.5 million sq. ft, including live projects Centre Point and Marble Arch Place.

THE OVERHAUL OF THE EXISTING CRM SYSTEM HAS LED TO MORE EFFICIENT SALES AND CLIENT ENGAGEMENT PROCESSES.

With communication and management of the client engagement process throughout the property sales and completion process being critical to achieving high levels of client satisfaction, Almacantar has partnered with Nexer to implement a Microsoft Dynamics 365 CRM application that will meet its specific business needs.

Almacantar’s legacy CRM application had reached the end of its lifespan, with the business requiring an updated system that would provide increased data accessibility, improved connectivity and coordination with other applications, and smooth integration with lead generation campaigns, as well as watertight GDPR compliance and data security due to the high transaction values of its property sales.

Implementation of the new application, has delivered a more efficient and streamlined sales and client engagement process, has increased automation of client communication where appropriate, has enabled accurate tracking of all client offers, and increased operator productivity. It also provides a single source of data and document management thanks to its integration with SharePoint.

Caroline Edwards, Development Director at Almacantar Ltd said: “We chose Microsoft and Nexer for our CRM needs due to its seamless integration into the other Microsoft products in use and its adaptability to our particular needs. The Nexer team provided us with invaluable support in mapping our existing business processes into the platform and, where possible, revising these for better productivity. The result is a powerful platform that is instantly recognisable to our sales and marketing team.”

Neil Andrews, Senior Executive at Nexer said: “By selecting Microsoft Dynamics 365 for its new CRM, Almacantar has seen increased efficiency within the sales team and has improved collaboration across the related service teams.  The new platform is secure and future-proofed to support the business as it continues to grow.”

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Artificial Intelligence on Field Service News @ www.fieldservicenews.com/artificial-intelligence
• Learn more about Nexer @ nexergroup.com/
• Find out more more about Almacantar @ www.almacantar.com
• Follow Almacantar on Twitter @ twitter.com/Almacantar_

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.

Michael is a seasoned expert in the field service industry, and he always thinks forward to what's down the road and what leaders should focus on.

During the conversation, the two discuss a wide range of topics related to the role of service marketing and the importance of finding a solution to fix the disconnection that often occurs between the service leadership and the marketing leadership within service organisations.

In this exceprt, Michael and Kris discuss how making a business case can help service directors drive change and ultimately achieve successful service marketing.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium.  If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below. 

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. 

Further Reading:

• Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
• Read more about Service Marketing @ www.fieldservicenews.com/service-marketing
• Read exclusive articles by Michael Blumberg on Field Service News @ www.fieldservicenews.com/michael-blumberg
• Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
• Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com

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 first of two in-depth debrief sessions, the group look at what is the most effective means of collecting customer feedback - SMS, email, or directly via the engineer.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first 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.

Further Reading:

• Read more exclusive features from FSN Research  @ research.fieldservicenews.com/
• Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about customer service trends @ Features on CSAT trends
• Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
• Arrange a consultation to find out how HSO can help your field service business grow by clicking here 

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.

Michael is a seasoned expert in the field service industry, and he always thinks forward to what's down the road and what leaders should focus on.

During the conversation, the two discuss a wide range of topics related to the role of service marketing and the importance of finding a solution to fix the disconnection that often occurs between the service leadership and the marketing leadership within service organisations.

In this exceprt, the conversation turns to the most fundamental bit that needs to be fixed to achieve successful service marketing: the disconnect between the service leadership and the marketing division.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium.  If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below. 

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. 

Further Reading:

• Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
• Read more about Service Marketing @ www.fieldservicenews.com/service-marketing
• Read exclusive articles by Michael Blumberg on Field Service News @ www.fieldservicenews.com/michael-blumberg
• Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
• Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com

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 paper the group discuss how the various pros and cons of when to collect customer feedback from the customer - during the service call or after?

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first 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.

Further Reading:

• Read more exclusive features from FSN Research  @ research.fieldservicenews.com/
• Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about customer service trends @ Features on CSAT trends
• Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
• Arrange a consultation to find out how HSO can help your field service business grow by clicking here 

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.

Michael is a seasoned expert in the field service industry, and he always thinks forward to what's down the road and what leaders should focus on. During the conversation, the two discuss a wide range of topics related to the role of service marketing and the importance of finding a solution to fix the disconnection that often occurs between the service leadership and the marketing leadership within service organisations.

In this exceprt, Michael Blumberg explains the challenges and key issues he has seen over the years amongst service leaders trying to achieve successful service marketing.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium.  If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below. 

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. 

Further Reading:

• Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
• Read more about Service Marketing @ www.fieldservicenews.com/service-marketing
• Read exclusive articles by Michael Blumberg on Field Service News @ www.fieldservicenews.com/michael-blumberg
• Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
• Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com

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 section from the first of two full length debrief sessions the group look at the data and discuss exactly how strong CSAT metrics can be an indicator of competitive advantage for field service organisations.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first 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.

Further Reading:

• Read more exclusive features from FSN Research  @ research.fieldservicenews.com/
• Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about customer service trends @ Features on CSAT trends
• Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
• Arrange a consultation to find out how HSO can help your field service business grow by clicking here 

Circle K, part of the Global Fortune 500 retailer Alimentation Couche-Tard, selects Artificial Solutions’ Conversational AI-platform to support omni-channel customer experience in multiple languages.

Artificial Solutions, a leading specialist in enterprise-strength Conversational AI, announced today that Circle K has renewed its agreement to run its Conversational AI deployments on the award-winning Teneo platform, to continue to provide support for customers and employees of its convenience retail outlets in the US and Scandinavia.

WITH THE USE OF CONVERSATIONAL AI, COMPANIES ARE ABLE TO SERVE CUSTOMER NEEDS MORE EFFICIENTLY

Conversational AI is used by Circle K to support customers through three solutions in North America and Europe:

• Kay, Circle K´s website chatbot, the one stop shop for finding the nearest location, deals and rewards
• Circle K US car wash app
• Voice bot for North American stores, that handles inquiries done via call lines, about fuel delivery times

“Conversational AI enables us to make our customers lives a little easier every day by serving their needs more efficiently. Working with Artificial Solutions has had significant benefits; Teneo has allowed the internal Conversational AI-team to build solutions faster, so that we can continue to focus on delivering exceptional customer experiences”, said Edgars Ozolnieks, Senior Manager - Digital Customer Service Solutions at Circle K.

For their deployments, Circle K is taking advantage of Teneo’s unique master-local feature. The main solution was built in English, and then exported to Swedish, Danish and Norwegian, repurposing 80% of the initial solution.

Circle K is one of the leading convenience store chains globally, and this partnership with a power-house retailer is a major validation for our technology,” said Per Ottosson, CEO at Artificial Solutions.

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Artificial Intelligence on Field Service News @ www.fieldservicenews.com/artificial-intelligence
• Read more about Customer Satisfaction on Field Service News @ www.fieldservicenews.com/customer-satisfaction
• Find out more more about Artificial Solutions @ www.artificial-solutions.com
• Follow Artificial Solutions on Twitter @ twitter.com/ArtiSol

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 that debrief session the group look at the various nuanced findings around exactly what is the best mechanism for collecting customer feedback and ask is this changing?

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute first 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.

Further Reading:

• Read more exclusive features from FSN Research  @ research.fieldservicenews.com/
• Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about customer service trends @ Features on CSAT trends
• Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
• Arrange a consultation to find out how HSO can help your field service business grow by clicking here