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In this final excerpt from an exclusive fieldservicenews.com presentation Kris Oldland, Editor-in-Chief, Field Service News is joined by John Hunt, Managing Director, EMEA, Astea as they discuss the ubiquity of mobile devices in field service operations today and just how the rise of mobile computing has truly revolutionised the way we approach service delivery in today's world. 

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Never miss an episode - subscribe to The Field Service Podcast on iTunes @ http://fs-ne.ws/2mpd30mmzFD

More features about ByBox including the investment by Fransisco partners discussed in the podcast can be found @ http://fieldservicenews.com/?s=ByBox

In this episode of The Field Service Podcast, Field Service News Editor-in-Chief talks to Kevin McNally, Sales Director for Asolvi about how technologies such as Cloud, Mobile, Artificial Intelligence and IoT have enabled smaller companies to not only meet the service standards of their larger peers but in some instances exceed those standards...

Did You Know? You can now subscribe to The Field Service Podcast on iTunes! Check it out here and subscribe to get the podcast straight to your phone, desktop or tablet as soon as they are released! 

Want to know more? Field Service News have published a white paper sponsored by Asolvi that explores this topic in further detail. This white paper is available exclusively for fieldservicenews.com subscribers.

If you are not yet a subscriber and are a field service professional you can apply for a complimentary subscription below (after reading our T&Cs here first) and we will send you a copy of the white paper as soon as we receive your application.

Click here to apply for your complimentary industry subscription to fieldservicenews.com and access the white paper now!

Note: Please do take the time to our T&Cs (available in plain English at fieldservicenews.com/subscribe) and note that this content is sponsored by Asolvi)
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Kris Oldland, Editor-in-Chief, Field Service News talks to New York Times and Wall St Journal bestseller, international speaker and all-around customer service guru Shep Hyken about six important steps companies must embrace if they are to deliver service excellence...

NEVER MISS AN EPISODE! You can now subscribe to the Field Service Podcast via iTunes here

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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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The next Service Community event will be held at Oracle's Reading Offices on the 24th May 2017.

To register please email info@service-community.uk and their team will register you and send out logistics details nearer the date.

As usual this will be a very informal discussion focused programme aimed to allow you to share ideas over a range of service topics.  And a date for your diary! Our autumn event will be held on the 3rd October at a venue to be determined.

The Service Community is run by service professionals for service professionals, there are no commercial sponsors and literally if you are working in a professional capacity in the service sector then this is your community -  so if you would like to host a future event or want to suggest some discussion topics, then also contact the team on the above email.

The Agenda for the 24th May event is as follows:

•  12.00 - 13.00: Meet at Oracle Reading Offices for light buffet lunch
• 13.00 Welcome and Introduction - Steve Elsham: Oracle
• 13.15 Shift to the Left: Mark King  Service Director UK & Ireland, Pitney Bowes - Mark will share his experiences of how when faced with falling margins, through incorporating a self service model he has been able to increase profitability without reducing customer loyalty
• 14.00 Outsourcing service to 3rd parties - Dave Gibson  Veteran  Service Director with SUN / Oracle - Dave will share the challenge he faced first at SUN Microsystems and then later at Oracle, in outsourcing Customer Support to 3rd party service providers, while still maintaining excellent service on mission critical activities
• 14.45 Coffee & Networking break
• 15.15  Cloud Adoption in Field Service Management Solutions: Kris Oldland  Editor Field Service News - Kris will be reviewing the adoption of Cloud technology by both Suppliers and Clients of Field Service management Solutions, based on a 3 year research programme he recently concluded
• 16.00 Leading Change in After-Sales Support: Ian Cockett Ex Service Director Bosch UK & Cygnet-Texkimp - Shifting from a capital equipment focused business, to one that leads with service support and customer outcomes. The challenges faced and the approaches taken in achieving change.
• 16.45  Open forum & discussion based on the day
• 17.00 Close

We hope to see you there and please spread the word to any of your colleagues who may also find this event of interest - as a non-profit organisation word-of-mouth is incredibly powerful friend for us!

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Field Service News Editor-in-Chief Kris Oldland takes the opportunity to catch up with Tomasz Sinkiewicz, Comarch at the recent Field Service Medical conference shortly after he'd given a great presentation about why connectivity and not mobility was the dominant buzz word currently in the medical sector.

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Thinking of attending Field Service USA this year? Field Service News subscribers are entitled to a 25% discount! 

Field service professionals can subscribe now for free here and then simply email the subscriber benefits team on subscriber.benefits@fieldservicenews.com to get your discount code!

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