Resource Type: eBook Published by: ClickSoftware Title: The Roadmap to Field Service Engagement
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May 02, 2017 • Features • resources • White Papers & eBooks • ClickSoftware • ebook • Field Service Engagement
Resource Type: eBook
Published by: ClickSoftware
Title: The Roadmap to Field Service Engagement
Synopsis:
Field service customer expectations are higher than they have ever been. Companies are promising a great customer service experience, but only some are delivering it.
When a customer receives good service from one company, it sets the bar higher for everyone. The customer will expect – or at least hope – they receive the same level of service from you.
The last field service technician (from another company) called an hour before he got there. He was on time. He was clean. He was friendly and helpful. Now the customer calls you. Can you deliver at the level of the customer’s last experience?
To win in today’s field service landscape we must recognise that every interaction, however small, is an opportunity to create an impression. Are you ready to deliver greater value to customers all day, every day?
This detailed eBook published by ClickSoftware takes you through some key guidelines to help get you on a journey to establishment true field service engagement with your customers.
Overview:
So what exactly is field service engagement? According to ClickSoftware, publishers of this eBook field service engagement is both a mantra and a model and this model is designed to help field service organisations gain a competitive edge in an evolving service landscape.
Today’s technology stands to transform field service more rapidly than ever before and organisations that embrace new technologies stand to improve customer engagement exponentially. Many early adopters of advanced route mapping, augmented reality, the Internet of Things, and self-service are discovering the immediate gains these technologies unlock.
Unfortunately too many focus on the technology, and not the customer. If we want to prosper amidst advancements, we must prove fancy technology adds value to the end user. Today’s customers have unprecedented service options, and access to unfathomable amounts of data. As a result, the pace of change in platforms, solutions, and customer loyalty have never been faster.
The bottom line is too few field service management organisations are stopping to ask, “Exactly how will this new found customer behaviour impact my service?” It’s in direct reaction to these trends that this eBook outlines the Field Service Engagement framework to help field service organisations achieve new and lasting connections with their customers.
Across nearly 40 pages of detailed analysis and insight the eBook focusses on four key tenets that should be addressed to drive your field service delivery forward and push customer engagement levels higher.
These are:
- Disrupt what isn't working
- Unlock Service Interactions
- Operationalise human potential
- Optimise the experience
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Although it covers a lot of ground this eBook does a great job of breaking down the information into highly digestible chunks and focusses on the most salient points in a concise and extremely well thought out manner and should be essential reading for any field service professional who is tasked with either raising customer satisfaction KPIs, service profitability or both.
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May 01, 2017 • Features • Jan Van Veen • Momentum • research • Research • resources
Jan Van Veen guides us through the findings of the research his organisation have recently undertook to establish what drives momentum and continuous improvement amongst service organisations...
Jan Van Veen guides us through the findings of the research his organisation have recently undertook to establish what drives momentum and continuous improvement amongst service organisations...
More and more manufacturing companies are recognising the huge potential in services and understand that pursuing these opportunities, is not easy.
Growing a solid service business, affects its business model, and therefore requires active support and buy-in, with the service department- from many stakeholders and the management board.
As a business leader, you are likely to recognize the following:
- Ongoing performance issues with few adequate and sustainable interventions.
- A slow execution of strategies and projects, with limited results.
- Too little attention for preparing future success in a rapidly changing corporate world.
- Lack of collaboration and alignment between departments.
- Lack of ‘buy-in’ for driving service business.
- Lack of members, within an organisation who understand the impact of IoT, Big Data, cognitive computing, and globalisation- failing to actively to collectively upon it.
In my experience, the biggest obstacle for companies is their ability to adapt to, and drive necessary change. Common approaches, such as change management and leadership, more communication and training, stronger business cases, and increasing the ‘sense of urgency’ has unfortunately made little difference.
But, just imagine how it would be if everyone in your company was eager and passionate about driving changes, adapting to them and seizing new opportunities. If colleagues from all departments joined forces and collectively got things done.
Imagine not needing to push, mould, or fight resistance.
What if your people were so engaged and committed that they naturally drive success and change? This may sound unrealistic, but what if you could actually achieve it?
This very idea inspired me to investigate into manufacturing companies. I delved into the ‘key success factors’ for quicker, easier, change and adaptation.
Not only was this for long-term business and service innovation, but also streamlined strategy execution, project implementation, and immediate intervention for performance related issues. My aim was to find the root cause for the lack of change, growth, and adaptability in businesses.
During the year 2016, I conducted research with a range of manufacturers.
Most of the 89 participants in the research were manufacturing and technology companies in the for B2B sector.
They ranged in size from 500 to over 10,000 employees, and into multi-billion US dollar annual revenues. They are typically driven to make significant changes by external influences such as Internet of Things, Big Data, algorithms, commoditisation, globalisation, and so on.
The Findings:
The results of the research indicated that most companies lacked ‘momentum’ for continuous change and adaptation.
Typical symptoms of this are:
- Inadequate levels of collaboration between departments and teams.
- Inadequate levels of coherence of initiatives and strategies across the organisation.
- Inadequate levels of engagement from employees.
The organisations still maintain the traditional ‘top-down’ plan and control management approach,Inadequate levels of engagement from employees which induces resistance to change, therefore reducing ‘momentum’.
The most successful companies withhold more momentum, and are more capable in adapting to, and driving change- making them thrive. Typically, they benefit from higher growth figures, stronger service businesses, better customer loyalty and higher people engagement.These companies have adopted stronger ‘sense and respond’ management practices, which prevent resistance towards change, from the existing status quo.
So, what is Momentum?
An organisation has Momentum when its people are fully engaged. They continuously drive change and sustainable growth in line with an overall strategy but without detailed centralised control. They have an emotional connection to a bigger purpose and feel confident to make interventions in products, services, business models and performance. They are sensitive to threats, opportunities and obstacles and quickly adapt to them. Above all, they are eager to work as one team and use change to generate energy, not burn it.
How to get more Momentum?
The research report provides an overview of the Momentum Framework, which is based on the best practices from the most successful companies.
This document describes the following topics of the Momentum Framework:
- The three Momentum Perspectives, driving the underlying philosophy and culture.
- People drive change
- Capabilities drive performance
- Future success lies beyond business as usual
- The Momentum Practices, consisting of the following three sections:
- Compelling direction
- Strategic dialogue on all levels and across all departments and teams
- Continuous learning, as an organisation and individual
Are you interested in driving more Momentum for easier and efficient ongoing change, just like the industry leaders? Download your free report now @ www.moremomentum.eu/report
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Apr 21, 2017 • Features • resources • Roadmap to field service engagement • ClickSoftware • infographic
Jam-packed with some excellent and insightful statistics pulled from a number of extensive research projects this great infographic published by ClickSoftware outlines a roadmap to improving field service engagement.
Jam-packed with some excellent and insightful statistics pulled from a number of extensive research projects this great infographic published by ClickSoftware outlines a roadmap to improving field service engagement.
Want to know more? There is an accompanying eBook to this infographic that explores the statistics featured below and more in further detail which is available for fieldservicenews.com subscribers.
Click here to subscribe to Field Service News and get the eBook "A Roadmap to Field Service Engagement" sent directly to your inbox now
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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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Mar 24, 2017 • Management • connectivity • infographics • resources • Field Service USA • infographic • selling service • Service Operations • Service Revenue
Ahead of this years Field Service USA event in Palm Springs, The team at WBR have put together this great infographic which takes a look at some of the key areas that will be under the lens this year...
Ahead of this years Field Service USA event in Palm Springs, The team at WBR have put together this great infographic which takes a look at some of the key areas that will be under the lens this year...
Want to know more? There is also a more detailed white paper that accompanies this infographic which you can access by clicking here (note: external link with registration required)
Thinking of attending Field Service USA this year? Field Service News subscribers are entitled to a 25% discount to this and many other events across the USA, Europe and the Middle East!
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 relevant discount codes!
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Mar 23, 2017 • Features • resources • White Papers & eBooks • White Papers. Resources • ClickSoftware • field service • Uberization of field service
Resource Type: White Paper Published by: ClickSoftware Title: The Uberization of Service: A consumer and supplier view
Resource Type: White Paper
Published by: ClickSoftware
Title: The Uberization of Service: A consumer and supplier view
Synopsis:
With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service. Key research from ClickSoftware presented in this white paper looks to the challenges of the near future of field service...
ClickSoftware, have commissioned a global industry and consumer research project to further understand consumer expectations when it comes to services being delivered to the home.
By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any discernable gaps or challenges in the provision of a great customer experience. The findings of this research are in this report.
Download this white paper published by ClickSoftware to find out:
- How the ‘Uberization of service’ is driving a more demanding, hard-to-satisfy, customer base
- Why 61% of all respondents globally have cited ‘customer satisfaction’ as a key priority
- Detailed analysis of Consumer vs. Supplier Findings and how the needs of customers and focus of suppliers marry
Overview:
The modern day consumer has a new perspective on customer service, and irrespective of sector or business, they expect and demand a level of real-time communication and visibility. Service levels provided from retailers, such as Amazon and Uber, are driving expectations across the board, forcing other industries to play catch up.
With this in mind, ClickSoftware, the leading provider of field service management software, commissioned global industry and consumer research to further understand consumer expectations when it comes to services being delivered to the home. By comparing this with field service supplier plans to implement and enhance their offering and roll out new technologies, the survey set out to make comparisons between the two in a rapidly changing landscape, and uncover any
With the advent of real-time communications and new technologies such as social media, wearables, IoT, augmented reality, and artificial intelligence, there are countless opportunities for businesses to transform customer service
It also points out one key difference: suppliers are focused on the delivery of new technologies rather than recognising that optimised, real-time communications and a transparency for service delivery are high on the customer agenda. The survey results also highlight some key differences in expectations and communications methods by geographic region, underscoring the complexity of running an international field service business, where end users in each region expect different things from customer service.
The white paper then moves into three key sections:
Executive Summaries: Consumer Survey
Overall, the survey responses show customer expectations are increasing across the board, with the ‘Uberization of service’ driving this and generating a more demanding, hard-to-satisfy, customer base. Essentially, customers know that the advent of technology now allows for engineer location tracking and up-to-the-minute communication, and they have come to expect this
Executive Summaries: Supplier Survey
When field service suppliers were asked which measure of field service management their organisation values most, an average of 61% of all respondents cited ‘customer satisfaction’ as the top field service measure, with as many as two-thirds of those polled in Australia selecting this answer.
Comparative Survey Analysis:
The final section of the white paper is the most detailed and insightful, bringing the data from these two essential pieces of research to identify the most important trends appearing on both sides of the service spectrum. With the data laid out in clear graphical formats accompanied by well thought out and intelligent analysis, it is advised reading for any senior field service professional.
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Mar 16, 2017 • Features • John Cameron • Magazine (digital editions) • metrics • resources • white papers • White Papers & eBooks • field service • Trimble
Resource Type: White Paper Published by: Trimble Title: A Quick to Field Service Metrics
Resource Type: White Paper
Published by: Trimble
Title: A Quick to Field Service Metrics
Click here to subscribe to Field Service News and get this white paper sent directly to your inbox now
Synopsis:
Field Service Managers face a big challenge balancing customer service with operational efficiency. It can be often hard to know how each important aspect is performing; and making changes in one area can affect the other. A successful Service Manager will leverage KPIs to gain visibility into their operations; helping them to manage both aspects of their business.
This White Paper published by Trimble Pulse takes a look at the some of the key considerations as to what metrics field service managers should be focussing on.
The white paper includes sections on:
- The importance of KPIs
- The top 5 field service KPIs
- A guide to benchmarking your own KPIs against best in-class field service organisations.
Overview:
Historically, field service organisations measured their success based upon the cost of service delivery and revenue generation. However, as competition in the industry heats up and customer expectations reach an all-time high, measuring additional Key Performance Indicators (KPIs) has become critical to success.
Field service companies need to know what is working and what isn’t in their operations in order to make improvements. This is easier said than done.
With so much data flowing in from multiple sources, in various formats and through an array of tools, determining what is useful can be a minefield for service organisations
Field Service Managers need to extract data from their operations in two ways.
Firstly, they need instant, accurate information on which they can make on-the-spot decisions and secondly, performance management analytics should also be gathered so they can benchmark performance trends and learn from experiences.
Ultimately, you cannot improve on what is not already being measured.
Identifying KPIs, measuring them and setting goals for improving them will reap rewards for any service operation.
Importance of KPIs
In order for field service organisations to obtain and retain customers, they must have a solid understanding of how their field operations are performing at all times. When utilised well, KPIs keep the service team focused and, most importantly, identify where improvements in the business are needed.
The business dynamics of delivering field service have changed, and customers are demanding higher levels of service. Field service organisations need to adapt accordingly which often means empowering their technicians with the tools and knowledge to fix things the first time – every time.
KPIs can help measure how well an organisation is meeting this objective as well as provide data that will help improve the effectiveness of each technician in completing their job.
Top 5 field service KPIs
The white paper takes an in-depth look at the following KPIs
- Customer Satisfaction
- SLA compliance
- Technician Productivity
- Technician Utilisation
- First-time-fix rate
How do you compare
The white paper explores research by Trimble Pulse which highlights that there is a lot of room for field service organisations to improve upon when it comes to using field service data. The research surveyed field service managers to find how their organisations use KPIs and whether they are successful at leveraging KPIs to improve business productivity and efficiency.
Without this insight, how can you make decisions which enhance business productivity, cost efficiency and create loyal customers?
The final section of this white paper explores the findings of this research and outlines best-practice approaches to field service metrics.
Click here to subscribe to Field Service News and get this white paper sent directly to your inbox now
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Mar 15, 2017 • Future of FIeld Service • infographics • research • Research • resources • ClickSoftware • field service • infographic • Uberization of field service
The 'uberization' of field service is a topic gaining much traction of late, could the gig economy alleviate pressures for field service companies meeting ever increasing customer expectations of shorter appointment windows or will it present too...
The 'uberization' of field service is a topic gaining much traction of late, could the gig economy alleviate pressures for field service companies meeting ever increasing customer expectations of shorter appointment windows or will it present too much of a challenge in terms of maintain brand standards in an age where customer satisfaction reins supreme?
This excellent infographic from ClickSoftware reveals some interesting findings from a recent research project they've undertaken on this topic...
Want to know more? A full white paper based on this research is available to Field Service News subscribers. If you are a field service professional you can subscribe now for free and get this white paper sent straight to your inbox. Simply click here to subscribe now!
By subscribing you agree to our terms and conditions as outlined here
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Mar 10, 2017 • Features • 3rd Party Services • Astea • outsourcing • resources • white papers • White Papers & eBooks
Resource Type: White Paper Published by: Astea Title: Outsourcing Field Service
Resource Type: White Paper
Published by: Astea
Title: Outsourcing Field Service
Click here to subscribe to Field Service News and get this white paper sent directly to your inbox now
Synopsis:
Click the links above and below to subscribe to Field Service News and get instant access to this white paperOutsourcing part (or all) of a company’s field service operations is not a new concept; service organisations have frequently turned to third-party providers or independent contractors to help meet seasonal demand or provide coverage in far-flung geographic areas.
But the conversation around outsourcing is changing. Instead of simply handing off work that a company can’t perform (or doesn’t want to perform), organisations are approaching the process from a partnership perspective, and searching for partners that can help meet or exceed customer experience expectations.
This White Paper published by Astea takes a look at the key points for consideration for companies looking to get the most out of their outsourced service delivery. The white paper includes sections on:
- What’s driving the need for outsourcing?
- Why technology is the key to successful outsourcing
- What is the changing mix of outsourcing partners field service companies need to be aware of?
Overview:
This evolving view of outsourcing has also made it critical for service organisations to maintain more control over the customer experience and increase their visibility into outsourced service processes. Extending the service chain to outside providers doesn’t have to result in a loss of visibility into technician and customer activities.
Providing technicians and partners with the right technology to capture customer, product, equipment, and work order information—along with the ability to transfer that data to the primary service organisation—can result in a better connected service network. Field service organisations (FSOs) also have more options available when it comes to structuring their outsourcing relationships, from traditional agreements where third parties agree to complete a set number of work orders, to more integrated scenarios where the third-party provider becomes a true extension of the service organisation and its’ brand
What’s Driving the Need for Outsourcing?
Companies are leaning harder on their service organisations for decreased costs, increased revenues and competitive advantage. Service organisations have turned to outsourcing to increase geographic coverage, improve profitability, reduce labor costs, and to improve workforce flexibility.
At the same time, there is higher demand for service and a shrinking pool of available technicians.
According to research from The Service Council, 55% of service companies reported an increase in total field service activity in 2015, despite the increase in the use of remote service and self-service capabilities.
A Changing Mix of Outsourcing Partners?
Not surprisingly, the majority of service companies (76% according to The Service Council) are already having work done by third parties. For those that are leveraging outsourcing, third party providers are performing roughly 32% of work assignments on average.
Asked what their top reasons were for outsourcing, 63% of respondents said they wanted to increase their overall coverage, while 56% wanted to increase flexibility in order to meet demand fluctuations. Service organisations also outsource to reduce their labor costs (44%) and increase availability (29%). So while there are cost savings to be had through outsourcing, most service companies are trying to improve their ability to meet customer demand.
Connectivity is King
When choosing an outsourcing partner, service organisations generally look at a number of important factors, including presence in the regions/areas where service is needed; the ability to complete specific types of work (including product or industry certifications); performance in key performance metrics; and customer feedback regarding service work.
Partners should provide consistent, quality service. This can be difficult to maintain if the right controls are not put into place. Service organisations often complaint about a loss of service quality when outsourcing work, so it is critical to establish ways to track processes and controls throughout the service supply chain.
Technology: The Key to Successful Outsourcing
As stated above, successfully managing outsourced service requires visibility and connectivity, and an investment in field service automation technology that can link both internal and external resources in the service network seamlessly. Successful outsourcing also requires a different approach to working with third-party service companies.[/unordered_list]
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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