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Sarah Nicastro

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I am excited to be spending this week at the PTC LiveWorx event in Boston. The Servigistics Symposium kicked things off today, which brought together leaders from a variety of industries to discuss top-of-mind service trends and to share success stories. Leslie Paulson, General Manager of PTC’s Servigistics Business Unit, delivered the keynote address along with Marne Martin, President of Service Management at IFS, and David Williams, Principal at Capgemini. Leslie first discussed that in…

With everyone racing full-steam ahead in their digital transformation efforts, there are countless questions that arise and require consideration: Are our processes streamlined? Are our current systems capable and being fully utilized? What new technologies do we need to invest in, and how do we make it all work together? How do we use these tools to maximize customer experience and create new revenue streams? With the sheer volume of considerations that companies are weighing,…

Makino is a globally recognized company that produces metal-cutting and EDM machines. Like many product manufacturers, Makino is looking for new ways to differentiate itself through service. As such, the company is incorporating IoT, AI, and ML into its operations to enable the shift from reactive to predictive service. “This is a critical shift for Makino. It allows us to make support a competitive weapon,” says Mark Rentschler, VP of Customer Support at Makino. Makino,…

With the journey to Servitization well underway for most service organizations, there seems to be one major challenge standing in the way of reaping its rewards: creating new revenue streams. At this year’s Field Service Palm Springs event, this challenge was of the most talked-about topics among attendees. Numerous times throughout the four days I heard a service leader ask, “How are you making money doing that?” Rarely was an answer offered. Why is it…

For 130 years, the TDC Group has been delivering innovative communications solutions that link Danes more closely together. Brands in TDC Group include YouSee, Telmore, Fullrate, Blockbuster, Dansk Kabel TV, CubeIO, Get and TDC Erhverv. TDC Group is working toward a vision it refers to as ‘Digital Denmark,’ in which the company is committed countrywide connectivity and digitally educating citizens with the ambition to become the leading infrastructure operator and the best service provider. To…

Founded in 1972, Spencer Technologies has grown to become a global company with more than 500 employees and 200 technicians throughout the United States, Canada, Mexico and Europe. The company provides project management and technology services to support retail stores and multi-site organizations. I had the honor of interviewing Rudy Goedhart, Business Intelligence Director at Spencer Technologies recently at the IFS 2019 InFocus Group customer training and education event. Spencer has been an IFS Field…

Last week was spent in sunny Palm Springs taking notes on the top-of-mind trends and themes among service leaders at Field Service Palm Springs 2019. There was great energy at the event, a very well-done production by WBR. I had the opportunity to connect with old friends and make some new and I was fortunate to participate in and listen in on some interesting sessions. Before this week of post-travel catch up gets away from…

Much of the conversation around technology investment for field service centers around two critical objectives: optimizing the customer experience and maximizing efficiency. There’s an important third aspect at play, though — how leveraging today’s technologies can help field service organizations mitigate risk. In an increasingly competitive landscape, the need to minimize risk and vulnerability is imperative. Here are three ways in which today’s technologies can assist field service organizations in protecting their businesses. #1: Knowledge…

Juan Cruz, Jr. is the Senior Manager, National Field Services, at Fresenius Medical Care North America. In his role, Juan Leads and manages 6 district field service managers and 55 field service technicians. He’s recently championed a title change of his field team to more accurately reflect the evolving profession, implemented field service KPIs to measure field performance and efficiency, and developed third party SOP to manage the vetting, onboarding, and performance of third-party service…

Tony Black, VP of Service Business and Field Operations at Otis Elevator, joins Sarah to discuss the company’s service transformation strategy. Tony has spent more than 30 years at Otis and provides a look into how Otis makes its employees feel valued, equips them with tools to enable success, and works to manage change.