ADTANCE, a leading international After-Sales Service technology platform provider for manufactures, industrial companies and mechanical engineering organizations, announced the integration of ADTANCE Smart Services with Microsoft Teams, providing...
ARCHIVE FOR THE ‘customer-service’ CATEGORY
Nov 08, 2021 • News • Live video streaming • Microsoft • Digital Transformation • EMEA • Customer Service • ADTANCE
ADTANCE, a leading international After-Sales Service technology platform provider for manufactures, industrial companies and mechanical engineering organizations, announced the integration of ADTANCE Smart Services with Microsoft Teams, providing users with a comprehensive solution for industrial customer service.Teams users can utilize ADTANCE Smart Services for digitizing the entire customer service lifecycle including live remote customer support, ticketing, document management, workflow and predictive maintenance.
“Many manufacturing, engineering and industrial organizations already use Microsoft Teams for video conferencing, team chats and sharing documents,” said Nils Arnold, CEO and co-founder of ADTANCE. “Having the ADTANCE customer service functionality within the same application that is already part of users everyday workflow can increase work efficiency and improve customer service.”
TEAMS UERS GAIN NEW OPTION FOR INTEGRATED CUSTOMER SUPPORT WITH UNIQUE MULTI-CAMERA LIVESTREAMING VIDEO CAPABILITIES
“As a world leader in specialty chemicals, we employ more than 30,000 people in 100 countries,” said Dr. Christian Blaufelder, Leiter Commercial Interface & Development, Technical Service, Evonik Industries. “Our service technicians across the globe are avid users of both Microsoft Teams and ADTANCE Smart Services. Having ADTANCE’s multi-camera live video and customer support functionality integrated into Teams will enable us to deliver high quality remote customer service and collaboration, while boosting productivity.”
“Microsoft Teams enables users around the world to collaborate with no limits in time and space,” said Marie Therese Fontaine, Microsoft Teams Business Lead at Microsoft Germany. “ADTANCE Smart Services extends Teams with a comprehensive range of customer service and collaboration capabilities for industrial organizations. “Manufacturers and engineering companies with locations across the globe have the convenience of using a single, robust solution for both team collaboration and customer service.”
The ADTANCE Smart Services solution is available as an installable application through Microsoft App Source. Users can login with their Teams credentials and benefit from the full scope of the ADTANCE Smart Services, which includes the new ADTANCE Support and Fieldstreaming solution—live remote video support software capable of connecting smart glasses with every type of camera to the system. Cameras include those within smartphones, tablets, computers, security cameras, drones and underwater Remote Operated Vehicles (ROVs), as well as Microsoft HoloLens. Manufacturing and engineering organizations can livestream views of machines from various angles simultaneously – significantly improving customer support, remote machine maintenance and training in the field.
The ADTANCE Smart Services integrated into Teams include the following:
ADTANCE Support – Enables live remote support, inspection and maintenance for customers, utilizing devices such as smart glasses and multi-camera fieldstreaming.
ADTANCE Workflow – Digitizes, analyzes, and optimizes all workflows, including everyday processes such as maintenance instructions.
ADTANCE Process Visualization and Monitoring (PVM) - Monitors the performance of individual machines as well as entire industrial plants.
ADTANCE Predictive Maintenance (PM) - Analyzes and evaluates operational data in real time through the continuous monitoring of machines or the entire production plant using built-in sensors. Machine learning-based analysis offer predictions about potential downtime as well as warnings if a piece of equipment will require maintenance.
ADTANCE Ticketing - Standardizes entire customer service channels by bundling different channels into one system, including e-mail, telephone, SMS and social media. Creates order and clarity by providing different escalation levels with the respective reaction and resolution times.
ADTANCE Document Management (DM) - Stores all customer service documents centrally, and controls access rights for security and privacy purposes.
ADTANCE Parts – A central catalogue system to ensure that all spare part information remains centrally located and easily discoverable.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Customer Service @ www.fieldservicenews.com/customer-service
- Learn more about ADTANCE @ www.adtance.com
- Follow ADTANCE on Twitter @ twitter.com/adtance
- Connect with ADTANCE on LinkedIn @ www.linkedin.com/company/adtance
Nov 04, 2021 • Features • White Paper • BigChange • Covid-19 • Leadership and Strategy • EMEA • customer experience • Customer Service
In this final feature from a recent white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive advantage.
In this final feature from a recent white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive advantage.
This feature is just one short excerpt from a white paper published by BigChange.
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 BigChange 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.
USER EXPERIENCE AS COMPETITIVE ADVANTAGE
The field service sector is incredibly competitive.
Fewer than half of field service firms are currently profitable. A quarter of reported losing money in the 12 months to July 2021 and one in eight fear they could go out of business in the next year.
With costs rising, especially for fuel and materials, the scope for field service businesses to compete on price is getting smaller.
Businesses are instead looking at customer experiences as a new source of competitive advantage.
Our survey looked at what ‘good’ looks like in the sector, and the evidence suggests that standards are getting more exacting.
- Two-thirds (68%) of leaders say ‘Good’ customer service now means same- working-day fixes for reactive jobs.
And nine out of ten say within 24 hours is the minimum. - Two-thirds (65%) say good service involves the customer being kept fully informed digitally with precise arrival-time updates, details of who is doing the work, confirmation of work completed, and instant invoices.
-
More than half (54%) say that, when it comes to operations, a ‘good’ system is one in which every part of operations – from job scheduling to invoicing – is automated and optimised within a single system.
When it comes to customer service, the bar is rising quickly.
The Amazon Effect
The Amazon effect means customers are demanding better. Rapid progress in online retail has created an expectation for quick, reliable, effective services and real-time digital updates in all walks of life.
What does it take to deliver good customer service for field service firms?
- 68% of leaders say 'good' service meands same-day fixes for reactive jobs
- 65% say good service involves the customer being kept fully informed
- 54% say a single system optimising activities is essential for good operations
Let's Grow Stronger
BigChange is the complete Job Management Platform that’s helping field service businesses across the UK to win more work, take control of their operations and deliver winning customer experiences. Bringing together job management, mobile workforce applications, CRM, finance and business intelligence into one simple to use and easy to integrate platform, BigChange liberates you from inefficient paper-based processes and the complexity of multiple different technology systems that hold your business back. Loved by office and field teams alike, our customers are achieving industry leading results and return on investment. The BigChange team is committed to customer success and no matter your sector or whether you have a mobile workforce of 10 or a 100, we’re here to make a big difference to the way you work and to help your business grow stronger.
This feature is just one short excerpt from a white paper published by BigChange.
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 BigChange 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.
Further Reading:
Read more about Leadership & Strategy @ www.fieldservicenews.com/leadership-and-strategyRead more about the impact of COVID-19 in the Field Service industry @ www.fieldservicenews.com/covid-19
Read more about BigChange on Field Service News @ www.fieldservicenews.com/bigchange
Learn more about BigChange @ www.bigchange.com
Follow BigChange on Twitter @ twitter.com/bigchangeapps
Sep 30, 2021 • Features • research • HSO • Servitization and Advanced Services • 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.
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 final excerpt in the series, the group discuss how the study is showing an increase in co-creation between service providers and their customers when it comes to establishing innovative new approaches to service delivery.
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.
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
Sep 28, 2021 • Features • research • HSO • Servitization and Advanced Services • 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.
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 taken from the second of two in-depth debrief sessions, the group take a moment to discuss why the shift towards servitization is such an appealing move for an increasing number of field service organisations.
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.
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
Sep 23, 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.
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 look at the data and discuss if we are seeing an acceleration in the move away from the traditional break-fix approach to service delivery towards more advanced, servitized models?
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.
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
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.
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.
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
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.
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.
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.
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
Sep 07, 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.
At the same time, the study also explored the digital transformation journey our...
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
Sep 02, 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.
At the same time, the study also explored the digital transformation journey our...
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
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
Leave a Reply