Field Service Europe returns once more to the NH Krasnopolski in Amsterdam in December 10th and 11th this year. Take a look at the preview of the event and be sure to keep an eye out for an exclusive FSN subscriber discount coming to your inbox in...
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Oct 21, 2019 • field service europe • Field Service Events • Sara Mueller
Field Service Europe returns once more to the NH Krasnopolski in Amsterdam in December 10th and 11th this year. Take a look at the preview of the event and be sure to keep an eye out for an exclusive FSN subscriber discount coming to your inbox in the next few weeks!
Apr 10, 2019 • Features • Management • Future of FIeld Service • WBR • Digital Transformation • Field Service Events • Customer Satisfaction and Expectations
Hot on the heels of its launch last year, Field Service Connect 2019 focuses on the UK field service industry and its challenges, bringing fresh insights and differing perspectives to this often under-appreciated sector.
Hot on the heels of its launch last year, Field Service Connect 2019 focuses on the UK field service industry and its challenges, bringing fresh insights and differing perspectives to this often under-appreciated sector.
Set against a backdrop of rolling Welsh countryside, this invitation only summit will see senior field service executives debate, discuss and divulge their successes and challenges in 2019.
Customer Service and Mindset
There can be no doubt that the traditional interpretation of Field Service is changing: a fundamental shift is being made to focus on service and its incorporation and development into existing, more product-centric, business models. Where once it was enough to rely on a stellar product, now competition is fierce and margins are being squeezed this is no longer the case. Where excellent service is being provided and taken for granted in everyday life, it makes sense that this is now being expected, if not demanded, within business transactions.
A new age is dawning and customers are continuing to ask how a product and company ‘adds value’. Engineers in the field have access to, and interactions with, potentially hundreds of contacts within a specific customer base. So it’s no surprise that those customers will come to associate a product’s ‘worth’ based on the dealings they have had with these field service representatives. As the American poet Maya Angelou is attributed to have said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”.
By 2020 customer experience is slated to overtake price and product as a key brand differentiator.
Women in Field Service and Brand
With this shift to customer centricity there must also be a shift in perception. Traditionally seen as male dominated, a career in field service has not attracted women. However, with service coming to the fore this situation is starting to change and the skills that women offer are becoming more vital than ever. The ‘soft skills’ required for customer service roles are often attributed to women, but it’s not a question of gender, the focus must be on what skills can be brought to the table as a whole and how these can be used to improve a company’s field service offering.
In order to ensure that quality talent is acquired and retained Field Service must also diversify so that the next generation of bright minds can see themselves working in this sector. If a certain demographic is only ever highlighted and portrayed then it is no wonder that it is presumed that this is all there is. As you would market a brand, the same must be done throughout Field Service. Why would you choose this career? What is there to offer? What is the long term career outlook?
In order to keep up with rising expectations it will require a massive change in mindset, starting at board level and moving downwards, to truly transform a company ethos. For some this will mean a transformation in culture that has formed over decades but must now be changed rapidly if they are not to be left behind by the competition. This will be easier said than done; as change is happening so fast it’s fundamentally hard to move quickly enough! However, as the old adage goes, ‘just because something is difficult, it doesn’t mean it isn’t worth doing’.
Digital Transformation
Alongside the cultural shift needed to meet customer expectations, Field Service is also being driven by digital. Gartner defines digitalisation as ‘the use of digital technologies to change a business model and provide new revenue and value-producing opportunities; it is the process of moving to a digital business.’ ‘Digitalisation’ and ‘digital transformation’ have become such buzz words in recent years that some have lost sight of not only what it means but what they are actually trying to do.
Digitalisation is a tool by which to achieve an end goal, not the goal itself. Gartner predicts that by 2020 10% of emergency field service work will be both triaged and scheduled by artificial intelligence. With AI assisting with everything from scheduling to predictive maintenance to using past data to make future plans.
The human element within Field Service is still very much relied on and future technologies and solutions will be there to support these interactions - to make life easier and more efficient, not to replace humans altogether.
People still want to do business with people and until the customer becomes more Terminator than terrestrial this will probably always be the case.
You can find out more more information about Field Service Connect UK 2019, including how to register here.
Set against a backdrop of rolling Welsh countryside, this invitation only summit will see senior field service executives debate, discuss and divulge their successes and challenges in 2019.
Customer Service and Mindset
There can be no doubt that the traditional interpretation of Field Service is changing: a fundamental shift is being made to focus on service and its incorporation and development into existing, more product-centric, business models. Where once it was enough to rely on a stellar product, now competition is fierce and margins are being squeezed this is no longer the case. Where excellent service is being provided and taken for granted in everyday life, it makes sense that this is now being expected, if not demanded, within business transactions.
A new age is dawning and customers are continuing to ask how a product and company ‘adds value’. Engineers in the field have access to, and interactions with, potentially hundreds of contacts within a specific customer base. So it’s no surprise that those customers will come to associate a product’s ‘worth’ based on the dealings they have had with these field service representatives. As the American poet Maya Angelou is attributed to have said: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”.
By 2020 customer experience is slated to overtake price and product as a key brand differentiator.
Women in Field Service and Brand
With this shift to customer centricity there must also be a shift in perception. Traditionally seen as male dominated, a career in field service has not attracted women. However, with service coming to the fore this situation is starting to change and the skills that women offer are becoming more vital than ever. The ‘soft skills’ required for customer service roles are often attributed to women, but it’s not a question of gender, the focus must be on what skills can be brought to the table as a whole and how these can be used to improve a company’s field service offering.
"Traditionally seen as male dominated, a career in field service has not attracted women..."
In order to ensure that quality talent is acquired and retained Field Service must also diversify so that the next generation of bright minds can see themselves working in this sector. If a certain demographic is only ever highlighted and portrayed then it is no wonder that it is presumed that this is all there is. As you would market a brand, the same must be done throughout Field Service. Why would you choose this career? What is there to offer? What is the long term career outlook?
In order to keep up with rising expectations it will require a massive change in mindset, starting at board level and moving downwards, to truly transform a company ethos. For some this will mean a transformation in culture that has formed over decades but must now be changed rapidly if they are not to be left behind by the competition. This will be easier said than done; as change is happening so fast it’s fundamentally hard to move quickly enough! However, as the old adage goes, ‘just because something is difficult, it doesn’t mean it isn’t worth doing’.
Digital Transformation
Alongside the cultural shift needed to meet customer expectations, Field Service is also being driven by digital. Gartner defines digitalisation as ‘the use of digital technologies to change a business model and provide new revenue and value-producing opportunities; it is the process of moving to a digital business.’ ‘Digitalisation’ and ‘digital transformation’ have become such buzz words in recent years that some have lost sight of not only what it means but what they are actually trying to do.
Digitalisation is a tool by which to achieve an end goal, not the goal itself. Gartner predicts that by 2020 10% of emergency field service work will be both triaged and scheduled by artificial intelligence. With AI assisting with everything from scheduling to predictive maintenance to using past data to make future plans.
The human element within Field Service is still very much relied on and future technologies and solutions will be there to support these interactions - to make life easier and more efficient, not to replace humans altogether.
People still want to do business with people and until the customer becomes more Terminator than terrestrial this will probably always be the case.
You can find out more more information about Field Service Connect UK 2019, including how to register here.
Mar 26, 2019 • Features • Management • copperberg • Field Service Events • Field Service Summit • Thosas Igou • Parts Pricing and Logistics
Warwick University will once again become a central hub for field service professionals in the UK in April this year as the Field Service and Spare Parts Summits return. Field Service News will be there to participate in the deep level discussions...
Warwick University will once again become a central hub for field service professionals in the UK in April this year as the Field Service and Spare Parts Summits return. Field Service News will be there to participate in the deep level discussions we have come to expect from these back to back events and Thomas Igou, Editorial Director, Copperberg, gives an overview of what to expect this time around.
This April, Copperberg is returning to the Warwick Conference Centre for its 4th Annual Field Service Summit and 2nd Annual Spare Parts Summit, bringing over the course of two days 200+ service and parts leaders from the UK manufacturing industry. Chaired by Andy Neely of the Cambridge Service Alliance, both days will be filled with intense group discussions and inspiring keynotes.
First up on 3 April, The Field Service Summit will focus on how to move from a service culture to an experience economy.
The right customer experience directly translates to economic gains and differentiation as premium service. With the growing number of connected devices, easier integration of new sensors and the rise of automation in the field, customers now demand a more memorable experience. The experiences consist of being able to make the customer participate, connect and build a relationship with the service, assuring loyalty in the long term. To be able to shift from a service culture to one based on capabilities and outcomes demands organisations need to go the extra mile in providing prompt, accurate and reliable solutions in the short customer attention span.
This shift requires developing internal competencies and changing leadership style while finding seamless solutions, to make field service memorable customer experiences.
At the 3rd Annual Field Service Summit UK in April 2018, more than 120 field Service Directors gathered to learn how to use the latest advances in software technologies to improve their connection points with their customers and maximise their service operations’ financial performance.
In 2019, The Field Service Summit returns with an even more engaging value proposition: entering the era of the Experience Economy with an outcome based service strategy.
Memorable keynotes will include Rajat Kakar, Vice President, Head of Product Related Services at Fujitsu on Preparing your CEO for the Unprecedented Service Digital Disruption. Other keynotes will include Airstream, IFS, SightCall, Salesforce, ebecs, clicksoftware, and regular Field Service News contributor, Bill Pollock from Strategies for Growth.
The highpoint of the event, though, will be the idea blitzes: 16 group discussions on distinct and dedicated topics within field service management that will run four times throughout the day, for intense discussions.
Then on 4 April, the 2nd Annual Spare Parts Summit will take place, focusing on putting availability at the core of a manufacturer’s strategy.
Spare Parts is the money-maker of a service division; however, in a time of great uncertainty, where the boundaries of competition are crushed wide open by tech giants and technological breakthroughs, and where global trade agreements are under constant threat by protectionist governments, the need for change and innovation is more important than ever.
The 2nd Annual Spare Parts Summit will guide you through the most modern tools and strategies to ensure that your customers’ expectations, availability, is ensured. The event will offer engaging peer discussions to discuss how to not only digitize service offerings for the benefit of customers and profit margins but how digitalisation will impact spare parts businesses and the industry as a whole.
The event will also look at pricing strategy as a key to business growth, and how to be coherent in pricing approaches in an omnichannel environment where ecommerce becomes a vital tool to lock in customers and fend off competition.
Finally, the event will also showcase innovations in warehouse management, supply chain optimization, and how to use IoT for parts failure predictions in order to ensure that manufacturers always deliver the right part at the right time.
Some keynotes to look out for: the Increasing Influence of Ecommerce in The Industrial Aftermarket by Carl Daintree from Sandvik. In this session, Carl will highlight Consumer/Customer behaviour analysis, and their new expectations regarding a seamless online experience with 24/7 access to information as well as why manufacturers are now working towards utilising Ecommerce as their primary sales channel, and exploring the benefits of this strategy.
Another keynote to look forward to: When reality trumps value-based pricing of spare parts - Moving beyond from Price Setting to Price Getting by Matias Mäkelä, Pricing Manager at Kalmar Services.
The session will focus on how even state-of-the-art product segmentation, carefully built value-based price structures maintained by modern pricing tool do not always guarantee the optimal result in final net prices. Matias will share his hands-on experiences on tackling margin erosion due to various indirect factors affecting net price getting.
With over 200+ service and parts leader in attendance over two days, the Warwick Conference Centre will once again be host to the UK’s largest business conference for service leaders in the UK, with a unique format putting delegates at the forefront of the program with the idea blitzes.
You can register for the Field Service Summit here and the Spare Parts Summit here.
This April, Copperberg is returning to the Warwick Conference Centre for its 4th Annual Field Service Summit and 2nd Annual Spare Parts Summit, bringing over the course of two days 200+ service and parts leaders from the UK manufacturing industry. Chaired by Andy Neely of the Cambridge Service Alliance, both days will be filled with intense group discussions and inspiring keynotes.
First up on 3 April, The Field Service Summit will focus on how to move from a service culture to an experience economy.
The right customer experience directly translates to economic gains and differentiation as premium service. With the growing number of connected devices, easier integration of new sensors and the rise of automation in the field, customers now demand a more memorable experience. The experiences consist of being able to make the customer participate, connect and build a relationship with the service, assuring loyalty in the long term. To be able to shift from a service culture to one based on capabilities and outcomes demands organisations need to go the extra mile in providing prompt, accurate and reliable solutions in the short customer attention span.
This shift requires developing internal competencies and changing leadership style while finding seamless solutions, to make field service memorable customer experiences.
At the 3rd Annual Field Service Summit UK in April 2018, more than 120 field Service Directors gathered to learn how to use the latest advances in software technologies to improve their connection points with their customers and maximise their service operations’ financial performance.
In 2019, The Field Service Summit returns with an even more engaging value proposition: entering the era of the Experience Economy with an outcome based service strategy.
Memorable keynotes will include Rajat Kakar, Vice President, Head of Product Related Services at Fujitsu on Preparing your CEO for the Unprecedented Service Digital Disruption. Other keynotes will include Airstream, IFS, SightCall, Salesforce, ebecs, clicksoftware, and regular Field Service News contributor, Bill Pollock from Strategies for Growth.
The highpoint of the event, though, will be the idea blitzes: 16 group discussions on distinct and dedicated topics within field service management that will run four times throughout the day, for intense discussions.
Then on 4 April, the 2nd Annual Spare Parts Summit will take place, focusing on putting availability at the core of a manufacturer’s strategy.
Spare Parts is the money-maker of a service division; however, in a time of great uncertainty, where the boundaries of competition are crushed wide open by tech giants and technological breakthroughs, and where global trade agreements are under constant threat by protectionist governments, the need for change and innovation is more important than ever.
"Spare Parts is the money-maker of a service division..."
The 2nd Annual Spare Parts Summit will guide you through the most modern tools and strategies to ensure that your customers’ expectations, availability, is ensured. The event will offer engaging peer discussions to discuss how to not only digitize service offerings for the benefit of customers and profit margins but how digitalisation will impact spare parts businesses and the industry as a whole.
The event will also look at pricing strategy as a key to business growth, and how to be coherent in pricing approaches in an omnichannel environment where ecommerce becomes a vital tool to lock in customers and fend off competition.
Finally, the event will also showcase innovations in warehouse management, supply chain optimization, and how to use IoT for parts failure predictions in order to ensure that manufacturers always deliver the right part at the right time.
Some keynotes to look out for: the Increasing Influence of Ecommerce in The Industrial Aftermarket by Carl Daintree from Sandvik. In this session, Carl will highlight Consumer/Customer behaviour analysis, and their new expectations regarding a seamless online experience with 24/7 access to information as well as why manufacturers are now working towards utilising Ecommerce as their primary sales channel, and exploring the benefits of this strategy.
Another keynote to look forward to: When reality trumps value-based pricing of spare parts - Moving beyond from Price Setting to Price Getting by Matias Mäkelä, Pricing Manager at Kalmar Services.
The session will focus on how even state-of-the-art product segmentation, carefully built value-based price structures maintained by modern pricing tool do not always guarantee the optimal result in final net prices. Matias will share his hands-on experiences on tackling margin erosion due to various indirect factors affecting net price getting.
With over 200+ service and parts leader in attendance over two days, the Warwick Conference Centre will once again be host to the UK’s largest business conference for service leaders in the UK, with a unique format putting delegates at the forefront of the program with the idea blitzes.
You can register for the Field Service Summit here and the Spare Parts Summit here.
Feb 25, 2019 • News • management • Nick Frank • Field Service Events • The Service Community
Engineering and scientific technology firm Renishaw will host The Service Community's next gathering in April, which offers "real insight from real people on service-led growth."
Engineering and scientific technology firm Renishaw will host The Service Community's next gathering in April, which offers "real insight from real people on service-led growth."
Taking place at Renishaw's HQ in Glocesteshire, South West England on April 2, The Service Community's one-day event features a tour of the company's innovation centre as well as talks from industry professionals and experts.
Highlights include Chris Raddats, from Liverpool University will lead a discussion based research he undertook for four leading UK companies on how relationships are increasingly important in service business growth, following 11 years in the industry with Marconi and David Schmedding, Head of Customer Segment Management and Subscription at digital printers Heidelberg will share insight into the firm's next phase of outcome services at the event.
Nick Frank from The Service Community said: "We are again lucky to be hosted by Renishaw, one of the UK’s most highly rated technology companies who will share how they have overcome the challenges of growing service businesses.
"I am also excited to have Heidelberg, one of the world’s leading Digital printing equipment manufacturers and Service leaders to share their experiences. This will be a unique chance to discuss with the company responsible person, how digital technologies and organisation change have led to the possibilities of a new subscription based business model.
"And then we have some real pragmatic thought leadership shared by Chris Raddats from Liverpool University. This event really lives up to our goal of offering real Insights from real people on Service led growth." he said.
You can register for the event here.
Mar 30, 2017 • Features • FSN20 • Kris Oldland • Magazine (digital editions) • Maximize Europe • Microsoft • No Fault Found • resources • Carsten Groth • Dr John Erkoyuncu • Field Service Events • servicemax
Kris Oldland deliver's his editorial leader in issue 16 of Field Service News - the first issue of 2017...
Kris Oldland deliver's his editorial leader in issue 16 of Field Service News - the first issue of 2017...
Field Service News subscribers are entitled to our bi-monthly magazine in both print and digital versions. Subscription is free for field service professionals click here to subscribe now and get a digital copy of issue 16 sent straight to your inbox
Is anyone else starting to feel like 2016 was already a long, long time ago?
Perhaps it was the late flurry of field service conferences towards the end of last year but the tail end of 2016 felt like we were hurtling along at breakneck speed and it felt like it was never going to end.
Yet as is always the way, once it is over and done with and we move onto the next project what felt like an endless session of conferences and interviews seems like a long time ago.
However, that is where I am lucky in my job. For as we have been putting together both this issue and our annual publication “The Handy Little Book For Field Service Managers” i’ve been able to take my time to review all of the interviews and sessions that I sat in on across the last few months and there were some really thought provoking moments amongst them.
As a result this issue is absolutely jam packed with features - in fact we have more features this time around than in any issue to date.
So if I may, I’ll use my column in this issue to just pick up on a few of the highlights that really caught my attention.
Firstly our cover feature “No Fault Found” which is based on my interview with Dr John Erkoyuncu of Cranfield University. I’d seen John giving a fantastic presentation on the topic at ServiceMax’s Maximize Europe event and he was kind enough to talk me through his presentation a little later on over a coffee.
If I’m completely honest it was the first time I’d ever given No Fault Found any serious consideration, but after listening our conversation I realised not just how big a potential issue this could be for field service organisations today, but also how this issue could be easily magnified in the near future if the servitization trend continues to take root.
Another great interview that I was privileged to conduct towards the end of the year was with Microsoft’s Carsten Groth.
Carsten is one of those fantastic people in industry that don’t quite sit within the confines of your normal grey suited, conservative industry professional.
He’s the kind of guy that has no qualms running over to you and giving you a bear hug in the middle of a busy conference auditorium.
He’s a free thinker and an intelligent thinker and a good guy to boot and it’s always a pleasure interviewing him at the time because the conversation is fluid and easy. That said it’s usually a pain writing up his interviews because it’s tricky trying to cut that conversation down enough to fit on the page.
[quote]“Once again we’ve brought together our panel of advisors and locked them in a dark room until they agreed on 20 people that they think will have an influence on our industry across the next twelve months...”
The final feature I’ll pick in my highlights has to be of course the announcement of this year’s FSN20.
Once again we’ve brought together our panel of advisors and locked them in a dark room until they agreed on 20 people that they think will have an influence on our industry across the next twelve months.
There are some familiar faces in the list but some new names too.
What I think is great about the #FSN20 is the discussion it creates.
To be honest if you asked each of member of the panel who put this list together if they thought the list was perfect, they’d probably argue admit that ‘person x’ should replace ‘person y’.
In fact putting the list together was great fun as it always is, because it’s a fantastic exercise in celebrating those in our industry who are driving innovation - and there are certainly more than twenty people doing that for sure!
Field Service News subscribers are entitled to our bi-monthly magazine in both print and digital versions. Subscription is free for field service professionals click here to subscribe now and get a digital copy of issue 16 sent straight to your inbox
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Sep 02, 2015 • video • aston business school • Future of FIeld Service • Video • Events • Field Service Events • Servitization • tim baines
The growing industrial trend of servitization amongst manufacturers is gaining traction and as it does so ever more importance is placed upon delivering efficient and effective field service.
The growing industrial trend of servitization amongst manufacturers is gaining traction and as it does so ever more importance is placed upon delivering efficient and effective field service.
The Aston Spring Servitization Conference brought together industry and academia to discuss the latest developments within the field and Field Service News was there to find out more...
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Feb 15, 2015 • Features • Management • Aftermarket • field service europe • Field Service Events • Field Service Forum • Service Management Expo
With field service going through a period of continual evolution there are a growing number of events dedicated to the industry that give you the opportunity to here from vendors, industry leaders and your peers to help you stay abreast of the...
With field service going through a period of continual evolution there are a growing number of events dedicated to the industry that give you the opportunity to here from vendors, industry leaders and your peers to help you stay abreast of the latest trends. Here we look at some of the key events across 2015…
26 February, 2015
Enterprise Mobile Technology 2015, Hilton at St George’s Park, Burton on Trent
This is a unique one-day event bringing together leading executives and key decision makers, partners and suppliers from the mobile services industries. The event is designed to provide a platform to discuss smarter technologies for a connected mobile workforce. You’ll hear from industry experts, explore new and emerging technologies and also have the opportunity to network with peers and colleagues. From discussions about the tablet productivity evolution to connectivity in the field and transforming mobile operations, this is a must-attend event. Click here for more information
23 – 25 March 2015
Field Service Medical Europe, Conrad Dublin, Dublin, Ireland
Across Europe, medical device manufacturers want to develop proactive customer service & a surefire way to keep pace with remote technology advancement. Until now, they had no way to share their ideas for the future in an open, collaborative environment. So the team behind Field Service Europe have created Europe’s most interactive forum for service & support executives – a 3 day meeting with the real leaders of the industry helping to transform their business in the digital age.
This event features practitioner only workshops, one-on-one speaker meetings, and is focused around networking to build career-long relationships. Also, as small and medium sized organisations face a unique set of challenges, there are separate sets of workshops for similar companies to collaborate and share their insights. Click here for more information
16 April
The Service Community. Venue TBA
“The Service Community is made up of people interested in finding out more about the service industry from its participants. The Service Community aims to provide opportunities to find out what practices have worked for others, and what hasn’t worked, and why; to move away from the theory of what could be done by examining what others do and evaluate successful practices. Meetings (no fee is charged) will aim to provide content which doesn’t appear to be readily available, and to stimulate and inform in a format that is easy to access and use, and relevant to the user.” – Steve Downton
Founded by the late Steve Downton, The Service Community is a non-profit organisation that seeks to drive service improvements and innovation through collaboration.
Run by service professionals for service professionals The Service Community runs a series of events across the year with expert presentations from some of the UKs leading service professionals from a wide array of industries. Recent speakers include:
Mark Rawding, Coca-Cola Enterprises, Andy Beer, Pitney Bowes, Martin Gilday, Elekta, Martin Summerhayes, Fujitsu, Graham Coyne, Siemans
Attendance is free for all Service Professionals and each event is not only a fantastic opportunity to hear of best-practices from leading industry professionals but also to network with other service professionals across the day. Click here for more information
2 - 3 June
Field Service Forum, Sheraton Hotel, Amsterdam
The 2nd Annual Edition will take place June 2nd-3rd, at the Sheraton Airport Amsterdam. The two-days interactive event will gather 150+ service professionals from cross-industry sectors and from all corners of Europe, and will feature case studies from organisations such as ABB, Siemens Wind Power, Nestle Nespresso, Pentair, Volvo Construction Equipment, and many more. Click here for more information
16-18 June
Service Management Expo Exel Centre, London
Service Management Expo returns to London’s ExCeL this summer, taking place from 16-18 June 2015, Europe’s only dedicated exhibition for the field service market will be co-located with Facilities Show as part of the Protection & Management Series.
Now in its 31st year, Service Management Expo is the annual industry event that brings together the latest information and the most up-to-date products and services for those working within service management, logistics, fleet management, operations and IT.
Service Management Expo will host the dedicated Field Service Solutions Theatre in partnership with Field Service News. A full educational programme will run across the three days, mixing interviews with influential industry figures, best practice case studies and thought provoking panel debates. The theatre will also host daily networking sessions allowing you to mingle with peers, discuss topical issues and catch up with old friends. Click here for more information
19 – 21 October
Field Service Europe, Movenpick Hotel Amsterdam
Field Service Europe is a forum for senior-level service executives from leading global organisations to share best practices on today’s most pressing issues including adopting a proactive and preventive approach to customer management, streamlining aftersales business to radically improve productivity, and utilising advanced remote diagnostics technology to increase efficiency and customer loyalty.
The peer-driven conference is packed with in-depth workshops and interactive roundtable discussions as well as unparalleled networking opportunities like the Women-in-Service Luncheon and VIP Think Tank. Click here for more information
21 to 23 October
Aftermarket Europe, Grand Hotel Huis ter Duin, Noordwijk
The 9th edition will take place October 21st - 23rd in the Netherlands. It is the leading European event for senior aftermarket executives, attracting 200+ participants from global organisations. Over the course of three interactive days of content and networking, participants will be confronted with best practices and solutions to current challenges. Click here for more information
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Sep 12, 2014 • Directory • Events • Field Service Events • Steve Downton • The Service Community
Next Service Community event:
Date: 1st October Time 1pm - 5pm Venue: Sir William Siemens House, Princess Road, Manchester, M20 2UR To Register: Attendance is free but you must be registered Click here to email the Service Community team to register
Next Service Community event:
Date: 1st October
Time 1pm - 5pm
Venue: Sir William Siemens House, Princess Road, Manchester, M20 2UR
To Register: Attendance is free but you must be registered Click here to email the Service Community team to register
All about... The Service Community:
"The Service Community is made up of people interested in finding out more about the service industry from its participants. The Service Community aims to provide opportunities to find out what practices have worked for others, and what hasn't worked, and why; to move away from the theory of what could be done by examining what others do and evaluate successful practices. Meetings (no fee is charged) will aim to provide content which doesn’t appear to be readily available, and to stimulate and inform in a format that is easy to access and use, and relevant to the user." - Steve Downton
Founded by the late Steve Downton, The Service Community is a non-profit organisation that seeks to drive service improvements and innovation through collaboration. Run by service professionals for service professionals The Service Community runs a series of events across the year with expert presentations from some of the UKs leading service professionals from a wide array of industries. Recent speakers include: [unordered_list style="bullet"]
- Mark Rawding, Coca-Cola Enterprises
- Andy Beer, Pitney Bowes
- Martin Gilday, Elekta
- Martin Summerhayes, Fujitsu
- Graham Coyne, Siemans
[/unordered_list] Attendance is free for all Service Professionals and each event is not only a fantastic opportunity to hear of best-practices from leading industry professionals but also to network with other service professionals across the day also.
News & Features from The Service Community:
Next Service Community event announced
The next session of the Service Community has been announced and will be held in Manchester on the 1st of October.
Following on from the fantastic success of the last meeting which was dedicated to the memory of founder Steve Downton this event sees yet another fantastic line up of service specialists from across the a broad spectrum of industries speaking. Click here to read more
A sense of community… Service Community special event review
The Service Community’s Special Event attracted nearly 60 service professionals who were clearly up to the challenge of debating key service challenges whilst paying tribute to the legacy of Steve Downton, founder of the Community who lost his battle with cancer in January this year. Click here to read more
Service Community to host Steve Downton tribute
Field Service News is delighted to announce the Service Community is hosting a business as usual event this June to celebrate the achievements of the late Steve Downton within the service industry.
This includes presentations from businesses influenced by Steve’s way of thinking; Pitney Bowes, Coca Cola, Elektra, Fujitsu and Siemens. Click here to read more
Steve Downton: A friend, guide and mentor to the whole of the Field Service industry
The field service industry made it’s final farewells to a trusted friend, guide and mentor yesterday as one of it’s leading lights Steve Downton was laid to rest after a long fight with Cancer. Click here to read more
Apr 25, 2013 • Directory • Events • Field Service Events • Service Management Expo • UBM
Contact information:
Key Contact: Charles Oakley, Group Event Manager Phone: +44 (0) 20 7921 8048 Web: www.servicemanagementexpo.co.uk Twitter: @ServiceMgmtExpo
Contact information:
Key Contact: Charles Oakley, Group Event Manager
Phone: +44 (0) 20 7921 8048
Web: www.servicemanagementexpo.co.uk
Twitter: @ServiceMgmtExpo
Go to Service Management Expo for:
- Meet suppliers of Service Management Systems, Workforce Optimisation and Scheduling, Tracking, GPS & Fleet Management, Mobile Communication & Hardware, Logistics & Distribution
- Free industry education in the Field Service Solutions Theatre
- Europe's largest event dedicated to the Field Service industries
About Service Management Expo:
Since 2014, Service Management Expo has been housed at ExCeL London running alongside the Protection & Management Series incorporating Facilities Show, Safety & Health Expo, FIREX International, IFSEC International and the newly launched Energy & Environment Expo following its successful inclusion in 2013.
Service Management Expo is a must attend for professionals working across service management, logistics, fleet management, facilities, operations, finance and IT.
100% dedicated to the critical issues within the field service, service and fleet management industry, the event provides practical know-how on CRM to GPS, optimised spares to telematic analytics and everything in between.
As an integral part of UBM Live’s Facilities Show, visitors also benefit from everything on offer at the whole exhibition including a fully comprehensive educational programme covering key FM subjects from legislation updates and sustainability to environmental and waste management.
Video from Service Management Expo:
News from Service Management Expo:
Telogis delivers intelligent appointment scheduling to tighten supply and service chains
Telogis who are exhibiting at this years Service Management Expo and will also be participating in the Field Service Solutions Theatre hosted by Field Service News, announce a new addition to their current suite of applications for Field Service Managers, which allows customers to make appointments convenient to them yet improves efficiency for the service department. Click here to read more.
New Getac T800 8.1" fully rugged tablet is launched
Getac, who are exhibiting at this years Service Management Expo and will also be participating in the Field Service Solutions Theatre hosted by Field Service News, announce the launch of a new slim-line yet fully rugged tablet which is powerful and designed to operate on either Windows 8.1 or Windows 7. Click here to find out the full specs
A forward look at this year’s Service Management Expo …
Running on the 17th, 18th & 19th of June this year The Service Management Expo (SME) is Europe’s largest exhibition catering for the field service industry and with a thirty year history has been a long established central event for field service professionals both in the UK and beyond. Click here to read more
YO! SUSHI REPORTS IMMEDIATE RETURN ON INVESTMENT FOLLOWING IMPLEMENTATION OF AEROMARK’S OPTIMATICS ASSET MANAGEMENT.
YO! Sushi, the iconic Japanese restaurant brand has reported successful deployment of Aeromark’s Smart Optimatics technology and immediate return on investment in the first month following implementation. In 2013 YO! Sushi attended Service Management Expo... Click here to read more
TRIMBLE TO SHOWCASE WORK MANAGEMENT CAPABILITIES AT SERVICE MANAGEMENT EXPO
Trimble Field Service Management has announced will be showcasing its ‘One Platform. One Solution’ offering at this years Service Management Expo, held at London’s ExCel on the 17th, 18th and 19th June. Click here to read more
Features from some of the guest speakers at previous Service Management Expo:
Re-branding for Solarvista is much more than skin deep
Solarvista's Paul Adams outlines what exactly has gone on beneath the surface as the Service Management software company announces its latest launch Solarvista 8 which will be on show at this year's Service Management Expo. Click here to read more
Optimising mobile workforces can result in big savings...
Enterprise Mobility expert, Jon Vass of Telogis, claims that instead of cutting back on services businesses should instead look to optimise their mobile workforces… With the right technologies an organisation can save hundreds of thousands of pounds by investing in the right technology. Click here to read more
Damages must be paid for... Why it pays to opt for ruggedised tablets
Motion Computing’s Ian Davies looks at the true value of rugged computing and why going for the cheaper option is a false economy… Every IT director and line of business manager looking at a tablet PC deployment will at some point face the decision specialised hardware or cheaper consumer option... read more here
Business benefits - mobile workforce management solutions for increased productivity and reduced costs
Several recent research studies have shown that technology and mobility solutions in particular are growing in importance as businesses seek ways to improve productivity, increase efficiency and reduce costs of delivering services. Gerard O’Keefe CEO of GeoPal discusses further... Click here to read more
Connected business - bringing field workers and managers closer together
Ahead of his speech to delegates at the 2014 Service Management Expo Giles Margerison, TomTom Telematics’ Director UK & Ireland, considers the impact of technology on the changing face of field service management. Click here to read more
CASE STUDY – TCSJOHNHUXLEY – Transforming support operations with end-to-end field service
TCSJOHNHUXLEY is the world’s leading manufacturer and supplier of end-to-end live gaming solutions and services. The company offers the industry’s most comprehensive portfolio of live gaming and electronic gaming products. In this case study we see how they improved their service after implementing software from mplsystems.. Click here to read more
Preparing for the IOT revolution...
If the Internet of Things (IoT) lives up to its billing it has the potential to change the way the field service industry operates entirely. In this exclusive article for Field Service News, Philipp Emmenegger, CEO of coresystems AG looks at how this could happen. Click here to read more
The service supply chain battlefield: Part Two The importance of the front line.
Glyn Dodd, Managing Director of Centrex Services returns to Field Service News with a new two part feature that outlines his battle plan for the service industry. Looking at how if the current dichotomy of the service supply chain doesn't chain the battle will be lost... Click here to read more
SaaS – Why should I buy it If I just want to use it?
As the Managing Director of the company that developed the world’s first browser based service management software, Colin Brown of Tesseract is a bit of an expert when it comes to both SM software and the Cloud itself so we asked him to give us some guidance on the SaaS model. Click here to read more...
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.
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