Sumair Dutta, Chief Customer Officer at The Service Council offers his insight on how to leverage the untapped power of your field service operations to build additional revenue streams...
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May 22, 2017 • Features • Management • Lead management • Service Sales • sumair dutta • The Service Council
Sumair Dutta, Chief Customer Officer at The Service Council offers his insight on how to leverage the untapped power of your field service operations to build additional revenue streams...
There is an increased responsibility on field service organisations to complement operational and customer facing improvements with commercial results. In The Service Council’s (www.servicecouncil.com) 2016 field service research, the lack of revenue opportunities was seen as a major strategic challenge by 40% of organisations.
To counter this challenge a number of organisations were looking at their front-line field service personnel to identify new business opportunities (aka Leads) or to sell when in front of the customer.
Most organisations currently have some form of a field service lead program in place and more are beginning to equip their engineers with the tools necessary to sell. There’s not enough room to debate if field engineers should be selling in the first place. In our research, we’re finding that more field service customers are accepting of a sales approach from a field service engineer if they have a relationship with that engineer or if the engineer has resolved their current challenge and is working to provide them with additional value.
In terms of field service lead generation, there are several best practices to consider when building a program. These best practices are compiled from our 2015 research on service sales and revenue growth and from a recent IdeaShare discussion that we hosted with several business leaders.
Develop a Dedicated Lead Management Process and Support it With Technology
Typically, the two major failure points occur around lead follow-up by sales and in lead affiliated compensation for field service engineers.
A lot of the core areas of lead management can be automated with the aid of mobile and CRM solutions. That said, its essential that there is well thought out process for how leads are managed throughout the entire sales cycle, all the way from identification to closure.
Deliver Training Materials at All Levels of Field Service
Change management is essential in the rollout of any new program. Poor attention to this often leads to unsuccessful adoption of the program and poor attainment of desired goals. Its likely that field service engineers will resist when asked to participate in lead generation as they will see this as a proxy to selling.
Therefore, organisations need to prepare this engineers on the purpose of the program and then reinforce the impact of the program on all stakeholders impacted, including the customer.
Once purpose has been established, the ‘how’ of lead generation needs to be reinforced with training sessions and materials. Preferably training content and scripts are available on-demand for engineers to refresh their knowledge as needed.
Its also essential that relevant instructional content is developed for multiple parties in the field service chain, starting with the engineers and moving up to supervisors and regional leaders.
Communicate and Then Communicate Some More
In this day and age of mobile content and self-service portals, it might seem silly to develop flyers and brochures to reinforce the message of a lead program, but these methods do work.
The message is simple, the more a program is discussed and reinforced, the more it is adopted.
In addition to reinforcing steps, best practices, and procedures, its also beneficial to reinforce the value of the program in the form of engineer success stories or customer results.
What’s even more impactful is an actual testimonial from a customer of how the extra time spent by a front-line engineer directly impacted the customer’s results and outcome.
Ensure Visibility Across the Lead Lifecycle
Part of the communication process involves giving engineers visibility into the status of their leads. If its assumed that leads are just going into a black hole, the lead pipeline will eventually dry out. Engineers don’t need to see every lead be successful, they just need to know that their effort is being followed up on.
Push for Sales Accountability
The monetary value of a service lead might not compare with that of a regular sales opportunity.
While the field engineer cares about the amount of recognition received, they care more about getting recognised in a timely and painless manner.
Therefore, its essential that sales leadership is bought into driving accountability for a service lead program. An easy way to do this is to show the impact that top performing regions or districts are having when it comes to top-line revenue.
If sales isn’t motivated by that performance, business leadership will be.
Compensation – Make it Timely
Most organisations develop a financial reward system for field service engineers based on leads closed. Some offer incentives for lead generation.
The issue is that most programs stop here. While the field engineer cares about the amount of recognition received, they care more about getting recognised in a timely and painless manner.
They shouldn’t have to fight for the recognition or have to wait for it for a considerable amount of time. Therefore, its essential that the reward system developed, monetary or otherwise, is efficient enough to deliver the reward to the field engineer in an expedited manner.
Evaluate Metrics that Drive Action
Activity drives results and while its essential to measure the impact of a lead generation program to garner further buy in, its absolutely essential to track activity-based metrics as leading indicators.
[quote float="Right"]Activity drives results and while its essential to measure the impact of a lead generation program to garner further buy in, its absolutely essential to track activity-based metrics as leading indicators.
These metrics could include participation rates, referrals per tech, and average cycle or follow up time for leads. One of the organisations participating in our IdeaShare uses an engineer confidence index to measure the health of their lead program.
The index measures how confident the engineers are in their ability to get paid on leads. The higher the confidence, the greater the activity.
We’ve worked with organisations that have developed and grown lead generation programs into significant revenue contributors. These programs don’t require a great deal of investment from a technology point-of-view, but they do require leadership, a rigorous process, and a focus on change.
Sumair Dutta is the Chief Customer Officer at The Service Council. He has over 12 years of experience as an analyst in the field service management space. His work can be found at www.servicecouncil.com.
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Mar 13, 2017 • Features • consumerisation • Future of FIeld Service • Mobility • Predictive maintenance • field service • Install base management • sumair dutta • The Service Council
Sumair Dutta, Chief Customer Officer, Service Council takes a look at some of the key areas of focus field service organisations need to consider in order to deliver success in 2017...
Sumair Dutta, Chief Customer Officer, Service Council takes a look at some of the key areas of focus field service organisations need to consider in order to deliver success in 2017...
Annual predictions and forecasts are an interesting activity/discipline. I like to think of them as annual affirmations as strategic investments don’t necessarily change year-over-year.
In some instances, organisations are looking to expand on what they’ve been doing.
I believe the four primary areas of focus that will yield success in 2017 will be:
- Increasing Predictability
- Enhancing Efficiency
- Identifying New Opportunities
- Empowering Customers with Access and Information
The internal investments in data, automation, talent development, and engagement process realignment must be aligned with these objectives .
In each of the four focus areas, I’d like to share an activity or investment that’s likely to be top of mind.
Increasing Predictability
Focus Initiative: Executing on Predictive Models.
In our research, we’ve found that most organisations have used investments in IoT or analytics to increase their efficiency.
They are finally turning an eye to the predictive power of this information and in building delivery models to support predictive service. Effective delivery models (over-the-air, self-service, remote assistance, partner-based support, field support) of predictive support can be built on the existing reactive infrastructure, but do require an investment in training, communication, and change management. To that end, the service organisation needs the support of other business groups, mainly R&D, IT, and Sales and Marketing.
Emerging Initiative: Going deeper into customer feedback data to predict future events and avert negative outcomes.
Enhancing Efficiency
Focus Initiative: Better Use of Better Information.
Over the past five years, service organisations have made significant investments in mobility to empower the field service staff and in unified desktops to empower contact center staff.
In these investments, organisations have focused on making sure that all information necessary was available at the front-lines. The problem was that the information wasn’t available in context, making it difficult for front-line staff to use this information.
To tackle the glut of information on the front-end, we do see organisations re-evaluate technology investments to ensure that the right information is prioritised for front-line staff. Outside of technology, we actually see a great deal of investment into the structure and design of training programs and content to ensure that front-line agents are able to act on information that is made available to them.
Emerging Initiative: Evaluating Augmented or merged reality in field service and in training as it enhances the reach and scale of a centralised expert model and drives more from available and experienced talent.
Identifying New Opportunities
Focus Initiative: Diving into Installed Base Management.
While organisations are always on the lookout for new customers and new services to sell to those customers, there is an increasing recognition of the need to accomplish more with the existing installed base. In this, organisations are focusing their analytical minds on the portfolio of existing customers and the products and services that might be needed to improve retention and increase customer value.
Emerging Initiative: The development of customer care (customer success) teams that enable a consistent communication with customers to uncover pain points, challenges, and opportunities.
Empowering Customers with Information and Access
Focus Initiative: Improving Ease and Reducing Effort.
Motivational speakers often state that a differentiated experience comes from the ability of an organisation to surprise and delight its customers. In equipment-centric service the word surprise isn’t looked at as a positive.
Yet, there is a greater push from equipment manufacturers (and other organisations) to improve the experience that’s delivered to customers. Some of this can be attributed to consumerised experiences delivered by the likes of Uber and Amazon. Organisations we work with are looking to make it easier for customers to do business with them and this correlates with reducing customer angst and effort in seeking and acting on information.
Emerging Initiative: The use of messaging as a communication channel in on overall interaction portfolio to offer customers a greater degree of choice and convenience.
2017 is going to be anything but predictable. Yet the recipe for service success doesn’t change much.
Customers continue to take charge with increasing demands and expectations and organisations must respond with clinical efficiency internally and value filled interactions and touch points with customers.
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Mar 06, 2017 • aberdeen • Aly Pinder • FSN20 • Future of FIeld Service • Kevin Jones • MArne MArtin • Michael Blumber • Nexus • Nick Frank • on-Demand Economy • Panasonic • Quantum Annealing • BBA Consulting • Blumberg Advisory Group • Dave Yarnold • Jim Baston • selling service • servicemax • servicepower • Si2 partners • The Service Council • Touchbook20 • TOughbook • Parts Pricing and Logistics
Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
The Field Service News #FSN20 is our list of the individuals we believe will be key influencers in our industry across the next twelve months. Those included in the list have been selected by our own panel of industry insiders, who were given the simple criteria of identifying people who will have a significant impact on field service thinking.
However, more than just an annual list of 20 individuals the #FSN20 has grown since it’s launch to become a true celebration of excellence and innovation within our industry.
There are some familiar names and some new faces on this years list and as always we don’t expect everyone to agree with our selection – at it’s heart the #FSN20 was conceived as a tool to get everyone in our industry thinking about who it is that they have come across in the global field service sector that has made them think, who has made them question the accepted paradigms, who has inspired them to do just one little thing more in their own day to day role.
The #FSN20 is not just about the list our panel has put together. It is about fostering discussion that celebrates the unsung heroes of the field service sector. So look out for the online version of this list as well to take part in the debate.
But for now, ladies and gentleman and without further a do, in no particular order, we are pleased to introduce the #FSN20 of 2017…
Click here to see page one of the 2017 #FSN20
Nick Frank, Founder and Managing Partner Si2 Partners
Having worked as an international consultant for over 6 years, Nick founded Si2 Partners last year bringing a new approach to consultancy by offering services on demand.
Nick’s focus is on service strategy development, servitization business models, ecosystems, innovation management, service operations and service business development. He works with companies in a diverse range of industries including engineering, high volume manufacturing, equipment manufacturers and technology. A regular columnist in the trade press and a excellent speaker often to be found at industry conferences, Nick also plays a pivotal role in organising the conference sessions for the UK not-for-profit group The Service Community.
Michael Blumberg, President of Blumberg Advisory Group, Inc
Michael Blumberg is the President of Blumberg Advisory Group and is a recognised expert in Field Service and Reverse Logistics in High-Technology industry.
Michael’s thought leadership, service system planning and strategy formulation are cited as having helped many organisations increase profits and he is a prolific author publishing a number of well received projects including white papers and educational video projects.
Aly Pinder, Director of Member Research & Communities, The Service Council
In previous editions we had a rule that we would only include one person per organisation within the #FSN20. However, ever since Aly moved from the Aberdeen Group to The Service Council, we knew we would have to repeal the rule, as both Aly and Sumair are industry heavy weights in terms of analysis of our industry.
In his new role he will be looking to further enhance the already well established research projects undertaken by The Service Community and his addition to their team makes The Service Council one of the most important groups in the entire global field service sector.
Tom Heiser, CEO, ClickSoftware
It may perhaps be unfair to comment that when Heiser took the reigns of the field service management software stalwarts ClickSoftware the company was perhaps at it’s weakest point in some years, indeed they remain a leading provider of field service management solutions at the forefront of the industry.
Yet, based on the sheer level of dominance that they once held and in light of the ever increasing quality of the competition in the field service management space, Heiser had little time to find his feet in the world of field service if he was to ensure the ClickSoftware brand remained as synonymous with delivering service excellence as it had to date - particularly in the natural uncertainty that an acquisition by a private equity firm can potentially cause.
However, having seemingly spent little more than a few hours in his own office for the first six months as he flew around the world meeting analysts, influencers and customers alike Heiser certainly appears to have not only established a firm grasp of the industry at large but also where the future for field service management technology lies and under his guidance the outlook for the iconic ClickSoftware brand appears to be on a very positive footing once more...
Marne Martin, CEO, ServicePower
With their next generation platform Nexus now firmly established within the market place ServicePower have re established themselves as a key company within the FSM solutions sector under the vision of Martin.
However, it is her focus on R&D that really continues to drive Service Power to the forefront of their sector. With a number of patents including a one focussed on quantum annealing that will see them developing cutting edge technology for the foreseeable future. Martin is also a very highly respected speaker on the international field service circuit
Jim Baston, President of BBA Consulting Group Inc
Baston of BBA Consulting is the proponent of Proactive Service, and is a master when it comes to understanding the delicate relationship between service and sales and how companies can maximize that relationship to enhance profits. Author, Speaker and Consultant Baston is an intelligent and experienced leader within his field whilst being a true gentleman and pleasure to talk to, to boot.
Kevin Jones Managing Director Computer Product Solutions, Panasonic Europe
Panasonic remain the undisputed leaders in the rugged space with the ToughPad and Toughbook brands synonymous with rugged computing. The Panasonic ToughBook20 is the worlds first fully rugged detachable and could just be the most perfect device for field service to date being both a tablet and a laptop.
Jones has spent a decade with Panasonic and has total responsibility for the entire ToughBook / ToughPad Products and Solutions in Europe, including Sales, Marketing, Engineering and Operations whilst also sitting concurrently on the board of Panasonic Manufacturing.
Dave Yarnold, CEO, ServiceMax
Within less than a decade Yarnold has taken ServiceMax from start-up to being purchased by GE late last year for close to a Billion Dollars.
However, the meteoric rise of ServiceMax wasn’t solely about the technology. Yarnold has a true passion for the service and that passion has filtered down and shone through at all levels of the organisation, which was perhaps the secret source that put them at the top of the sector - having been recognised as the leading FSM solution provider in the most recent magic quadrant report.
Now as part of GE Digital, Yarnold has even bigger visions of how ServiceMax can play a role in building an operating system for the entire industrial sector of which service will be a key component.
Big ambitions?
Yes. But Yarnold is a man that could possibly just do it.
Click here to see page three of the 2017 #FSN20
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Mar 06, 2017 • Features • Aston Centre for Servitization Research and Practi • copperberg • Cranfield University • FSN20 • Future of FIeld Service • Jonathan Massoud • Mark Brewer • Mark Holleran • WBR • Xplore Technologies • Bill Pollock • Dr John Erkoyuncu • field service • field service europe • Field Service Forum • Field Service Medical • Field Service Summit • Field Service USA • IFS • Strategies for GrowthSM • sumair dutta • The Service Council • Thosas Igou • tim baines
Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
Who are the most influential people in the global field service sector that you need to pay attention to in 2017?
The Field Service News #FSN20 is our list of the individuals we believe will be key influencers in our industry across the next twelve months. Those included in the list have been selected by our own panel of industry insiders, who were given the simple criteria of identifying people who will have a significant impact on field service thinking.
However, more than just an annual list of 20 individuals the #FSN20 has grown since it’s launch to become a true celebration of excellence and innovation within our industry.
There are some familiar names and some new faces on this years list and as always we don’t expect everyone to agree with our selection - at it’s heart the #FSN20 was conceived as a tool to get everyone in our industry thinking about who it is that they have come across in the global field service sector that has made them think, who has made them question the accepted paradigms, who has inspired them to do just one little thing more in their own day to day role.
The #FSN20 is not just about the list our panel has put together. It is about fostering discussion that celebrates the unsung heroes of the field service sector. So look out for the online version of this list as well to take part in the debate.
But for now, ladies and gentleman and without further a do, in no particular order, we are pleased to introduce the #FSN20 of 2017...
Mark Brewer, Global Industry Director - Service Management
Brewer is a new entry to the #FSN20 having recently moved to IFS from PTC.
The message from the IFS hierarchy was loud and clear when they held their last World Conference in Gothenburg towards the end of last year. Field Service was a key priority moving forward and their new owners EQT had every intention of pushing the Swedish company to keep doing what has made them a well respected brand within manufacturing and field service management circles - but do it bigger, better and to get to there faster.
Having taken the reigns of the service management division globally Brewer is set to figure prominently in the industry across the next twelve months.
Professor Tim Baines, Group Director of the Aston Centre for Servitization Research and Practice
Baines retains his place on this years list and is perhaps he one person that has appeared multiple times on the list whose entry becomes even more deserved each year.
Baines has been at the centre of the servitization movement for as long as anyone and although many of his peers such as Neely and Lightfoot should share equal status for being the Godfathers of Servitization, it is fair to say that Baines’ work as a leading proponent of the servitization movement is as unparalleled as it is inexhaustible. The Aston Spring Servitization Conference which is the show-piece of the Aston Centre for Research and Practice continues to grow in terms of both audience and importance each year and it’s location in Lucerne, Switzerland this year is a testament to it’s growing status on the international industrial map. Whilst Baines’ would humbly point to the great team he has working with him at Aston, his role in the global shift towards servitization simply cannot be overlooked.
Bill Pollock, President and Principal Consultant, Strategies for GrowthSM
Another that has been ever present on the #FSN20 since it’s inception and someone who is likely to remain on the list until the day comes where he retires, which given Pollock’s passion for the industry and seemingly eternal youth may won’t be any time soon!
Pollock is not only still a key commentator and analyst within our sector whose papers and features are not only widely read but also hugely respected, but he has been a mentor for a number of key figures within the global field service industry, including a number of other #FSN20 members, and also Field Service News’ own highly respected Editor-in-Chief, Kris Oldland.
However, Pollock’s inclusion on the #FSN20 isn’t just based on his past merits, his organisation Strategies for GrowthSM continues to provide some of the most detailed research and insightful analysis for the field service sector that is essential reading for any field service executives that wish to stay in touch with what is driving our industry forward.
Thomas Igou, Editorial Director, Copperberg
Igou has been integral to Copperberg’s continued success and growth in the European field service conference circuit, In fact with five industry focussed events now running across the continent that should be of interest to senior field service and aftermarket executives, Copperberg are firmly established central pillar within the European field service community, and Igou sits proudly at the heart of that. In his role as Editorial Director, Igou is responsible for making sure the key topics in the industry are raised and the leading thinkers within our space are given a voice.
A key influencer within our industry.
Mark Holleran, COO, Xplore Technologies
Under Holleran’s leadership Xplore Technologies acquired Motion Computing and became the 2nd largest manufacturer of rugged tablets in the world.
Holleran is a man who not only truly understands the different sectors his clients operate in but also who truly appreciates the importance of understanding his customers’ work-flows and therefore their technological needs.
A perfect case in point being the inclusion of a HDMI in on their XSLATE D10 rugged tablet, which makes it a perfect device for Telco and Pay TV engineers needing to test signals - which is exactly why it is there.
We don’t expect anything other than rugged tablets to be coming out of Xplore, but we do expect them to keep delivering best-in-class products in this form factor. As Holleran says “that’s what we do and we are the worlds best at it.
Dr John Erkoyuncu, Through-life Engineering Services Institute, Cranfield University
Erkoyuncu takes over from Professor Howard Lightfoot as a representative of Cranfield University in the #FSN20 this year, however it isn’t just a straight like for like swap. Whilst the two worked together at the Through Life Services Institute, Erkoyuncu’s place on this year list is based primarily around the work he is doing in both industrial maintenance simulation and also augmented reality, and as such we believe he will be a key commentator and influencer on our sector in the years to come.
Jonathan Massoud, Divisional Director & Market Analyst Field Service, WBR
Massoud’s role as Divisional Director at WBR puts him in control of a number of the industry’s key events including Field Service USA which is the jewel in the crown as the key point in the USA field service calender.
In addition to Field Service USA, WBR also run a number of important industry focussed events including Field Service Medical and Field Service Europe and in his role as Divisional Director Massoud is directly involved with each of the events and responsible for delivering industry leading content to keep field service professionals up to date with the key trends with in the industry. Massoud is also responsible for overseeing WBR’s research and a respected analyst within the sector
Sumair Dutta, Customer Satisfaction Officer, The Service Council
Chief Customer Officer for The Service Council™ Dutta is responsible for new member acquisition, member engagement, community expansion, as well as the development and expansion of TSC’s Smarter Services oriented research agenda and portfolio.
He is also heavily involved in The Service Council’s ability to provide service executives the ability to benchmark their operations and also provide guided insight to improve service organisation performance through dedicated research programs. Dutta also plays a key role in building out TSC’s community platform focused on becoming the single source of information and networking for service executives globally and is a prolific author on the matter of field service.
Click here to see page two of the 2017 #FSN20
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Aug 31, 2015 • Features • Future of FIeld Service • future of field service • Mobile • Mobility • field service • IoT • The Service Council
In the continual evolution of field service, mobile will continue to be the most impactful technology for enterprise field service in the near future, more so than the Internet of Things, writes Sumair Dutta, Chief Customer Officer for The Service...
In the continual evolution of field service, mobile will continue to be the most impactful technology for enterprise field service in the near future, more so than the Internet of Things, writes Sumair Dutta, Chief Customer Officer for The Service Council
Field service, as a discipline, is changing. The rate of change isn’t as dramatic as the typical prognostications of technology-focused publications and outlets. Yes, IoT is having and will have a huge impact. So will wearable technology. But remember, this is an industry that isn’t completely mobile. Pen, paper, and the clipboard, are still considered useful tools. Technology is increasing the rate of change in field service, but the overall industry is one that is still quite cautious.
In early 2015, nearly 200 organisations participating in a field service study conducted by The Service Council highlighted the following as their top focus areas for 2015:
- Process control, review, and management
- Field service execution
- Talent management
- IT infrastructure for field service
These areas are similar to some of the priorities outline by survey participants in 2014. What is different about 2015 is the increased focus by organisations to lay a strategic foundation for their field service businesses to support sustained business growth. It's not just about cutting field service visits, but more about maximising the value of necessary field service visits. With this in mind, we see a continued evolution of field service around these three major areas:[quote float="right"]It's not just about cutting field service visits, but more about maximising the value of necessary field service visits
[ordered_list style="decimal"]
- Service Model Integration:
Reactive field service isn’t dead. Organisations were more likely to see an increase in reactive field service visits in 2014 than they were a decrease in these visits. In 2014, 41% of organisations polled saw an increase in reactive field visits over the course compared to only 28% of organisations that saw a decrease. While organisations are looking to eliminate unnecessary reactive field service visits with the aid of connected or self-service business models, their service portfolios are still comprised of a heavy dose of reactive field service visits. The primary goal with reactive visits is to increase efficiency so that the first reactive visit is the last reactive visit. However, organisations are also looking to enhance value delivered per service visit wherein an onsite visit is seen as an opportunity to share knowledge with, provide advice to, and improve relationships with the customer. Eventually the hope is that this leads to better trust, increased retention, and continued customer spending. In looking at the overall service continuum, the objective is to eliminate effort and inconvenience in dispatch-less service models but to maximise value when a dispatch is required. This requires a focused integration of the service delivery models around the end outcome felt by the customer. - Talent:
While most organisations we poll are able to deal with their field service workloads with current resource levels, most are looking for new field service talent and are having a hard time a) finding this talent, and b) getting the talent trained and out of the door. Our research shows that 46% of organisations had unfilled positions for field service technicians at the end of 2014. In searching for new agents, organisations are prioritising customer management and communication skills so that these agents aren’t only good at fixing things, but are also able to effectively communicate with customers. Organisations are also looking to hire agents who are familiar with the use of mobile devices and applications adopted by the organisation. We’re also seeing a significant change in training philosophies when it comes to field service. The overarching objective is to get new hires out in the field as soon as possible and so organisations are prioritising online training, collaboration, and knowledge platforms, to provide field agents with an always-on and always updated mode of instruction while on the move. - Mobile: Mobile will continue to be the most impactful technology for enterprise field service in the near future, more so than the Internet of Things. The reason for this is that we are just scratching the surface of what mobile can do for field service, especially when it comes to workforce empowerment.[quote float="left"]We are just scratching the surface of what mobile can do for field service, especially when it comes to workforce empowerment
While most organisations we poll have provided their agents with some form of mobile device, they have yet to fully empower their field agents with the capabilities of mobile technology. We’re still in the early stages of mobile maturity for field service wherein most investments have been made primarily to replace ineffective paper-based processes. However, mobility presents the opportunity to provide richer information to field agents to allow them to effectively resolve customer issues. It also offers field agents the opportunity to communicate and collaborate with broader groups across the organisation with the aim of improving productivity and enhancing customer satisfaction. Finally, mobility also allows organisations to create an army of data gatherers. This data can be used to monitor service demand, improve customer relationships, and identify opportunities for service business growth. In our 2015 service big data research project, 40% of organisations identified mobile point-of-service solutions as the avenue of data collection that they most wanted to tap into.
Field service is changing. The speed of change is picking up with the aid of mobile technology. Yet field service is still a human discipline, and human empowerment and engagement is key to supporting field service growth.
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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