Author

Sarah Nicastro

Browsing

We’re living in a world of customer-centricity, which I think is amazing. Customer experience and satisfaction are topics that I really enjoy learning and writing about, and I’ve witnessed the field service industry’s progression toward more customer centricity with glee. Seeing organizations in industries like manufacturing and utilities looking to companies like Amazon and Uber for inspiration on how to deliver what their customers’ want illustrates just how far we’ve come in embracing a world…

You are likely hearing, reading, and thinking a lot about the digitalization of field service and the movement of the entire industry toward outcomes-based service. Some of you may be further down the path than others, but regardless of your current state if these topics are at all on your mind, Sasha Ilyukhin is someone you’d find immense value in learning from. Ilyukhin is the VP Industry 4.0 Solutions and Customer Success at Tetra Pak.…

Johnson Controls is a global diversified technology and multi-industrial leader serving a wide range of customers in more than 150 countries. Worldwide, the company employs 120,000 in more than 200 locations. In his role as VP, HVAC Service at Johnson Controls, Buddy Saucier is responsible for ensuring customers are being served well, the business is growing, and profitability is increasing. In a recent discussion Buddy and I were having around the company’s quest to achieve…

There’s a quote I’ve seen attributed to Donald Miller that says, “In the age of information, ignorance is a choice.” From an individual perspective, I think this is absolutely true. From an organizational perspective, I think the quote holds merit but becomes a bit more complex because the access to information doesn’t rest in the hands of the individual. In a service organization, the ability to manage and disburse knowledge well is directly tied to…

In 2019, as Customer Experience (CX) becomes the key success factor for many Field Service Organizations (FSOs), tackling the talent challenge and deriving utmost value from technology investments becomes critical. PREDICTION #1: FSOs WILL GET CREATIVE TO FILL THE TALENT GAP Talent: How can we find it, hire it, and then keep it onboard? This was of paramount concern to the majority of the field service leaders I talked with in 2018. And they’re not…

As I approach 11 years in this industry, I can’t help but reflect back on not only my personal journey but all of the ways in which the industry has progressed. What strikes me is the realization that we’ve finally arrived in the future of field service! My early days were filled with writing articles on real-time knowledge transfer, the use of field mobility, and integration of GPS data. A few years later it was IoT’s early coverage (then referred to as M2M).

Gosiger’s business transformation included investment in a field service management system that, through efficiency gains, gives the company the capacity to take on an additional $2.6 million in service work each year. Gosiger, a 90-year-old family-owned and operated machine tool distributor and manufacturing solutions provider headquartered in Dayton, OH, delivers machine tool solutions — including high-performance machines, engineering, service, support, and parts — in 13 states. The company employs 185 service technicians who install and…

According to a report released by Field Technologies in November, improving customer experience was reported the #1 strategic initiative for 76 percent of service organizations surveyed. While some of these field service organizations are really embracing CX and implementing a true strategy, others I’ve encountered know that CX is something they should be focusing on, so they claim to have a “CX focus” without much actual strategy or action behind it. Schindler Elevator Corporation is a great…

According to IDC’s Top 10 2019 Predictions for Digital Transformation, at least 55% of organizations will be digitally determined, transforming markets and re-imagining the future through new business models and digitally enabled products and services, by 2020. Konica Minolta Healthcare Americas, Inc. is one company that is leading the way. Konica Minolta Healthcare Americas, Inc., headquartered in Wayne, NJ, is focused on imaging technologies including digital radiography, ultrasound, healthcare IT, and service solutions. In the…