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March 2020

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This week we had a home security upgrade installed by Vivint. I always find it interesting to be on the receiving end of a field service experience because I’m more intimately aware than many of what’s being demanded of these companies, what the areas of focus are in terms of innovation, and what technologies are available to them to streamline and improve the customer experience. I liken it to my level of awareness when I…

The transition from the historical Service Level Agreement (SLA) model to a more broadly defined Servitization model is upending the global field services community. In fact, the movement away from a decades-old SLA service delivery model that typically guaranteed 4- or 8-hour on-site response, quarterly PMs (Preventive Maintenance) and online customer technical support is quickly being replaced by a “new” model that is built on a foundation of outcomes-based performance targets and metrics. For example,…

There’s a widespread recognition among the organizations I speak with that they need to become more agile, but there’s also a common struggle when it comes to actually adopting more agile principles and practices. In a recent interview I conducted with Amanda Moore, Head of IT – Customer Projects, Support & Field Services at Schneider Electric for a must-listen episode of the Future of Field Service podcast, she attributed much of the reason for this…

Back during the financial crisis, I happened to meet a man who was volunteering at a food bank in Providence, Rhode Island. He had recently been laid off from his manufacturing job and was moving boxes and stocking shelves because he needed something to do. I think about that man a lot. I think about what it took for him to get out of bed, get dressed every day, and drive to a place to…

 Sarah talks with Rich Malachy, CEO of Malachy Parts and Service, about the importance of humanizing your brand and what that looks like based on Rich’s experience.    

  I had an internal debate on whether or not I wanted to write an article this week on Covid-19. For one, I am in awe of what’s happening in the world as much as the next person. And I most certainly don’t have answers, a real grasp on all of the ways this pandemic will impact businesses or even each of our lives, or even feel equipped to speak on the topic. That said,…

I recently interviewed Amanda Moore, Head of IT – Customer Projects, Support & Field Services at Schneider Electric, for an episode of the Future of Field Service podcast on becoming more agile, both as an IT organization and as a company. It’s a must-listen if you haven’t already, but what I wanted to share here is Amanda’s insight and advice around being a woman in a historically male-dominated industry. “I’ve been in an IT role…

  Last year around International Women’s Day, we at Future of Field Service launched a Women in Field Service series of content and we’ve continued that series since. Along the way, I’ve received mostly support from women (and men) in the industry and have had the wonderful opportunity to hear many women’s stories of hurdles, growth, and triumph. But I’ve also faced a few questions of, “If you really want equality for women, why keep…