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Business Transformation

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As someone who cooks a lot at home, I have been trying to improve my culinary chops for quite a while now. Between binging on cooking YouTube channels (Highly recommended: Bon Appetit) and simply getting creative with ingredients, I think that I’ve built up a strong home cook aptitude, and have proudly expanded my repertoire (and my palate) with new spices and ingredients. One thing that practice has taught me is the tenuous balance of…

Field service is evolving enormously in recent years and technology and customer expectations will continue to advance just as quickly. Twenty years ago, field service may have been centered on break-fix repair, but the velocity now is towards long-term, contractual arrangements that are more satisfying for the customer and more lucrative for the service provider. Transformational technologies can enable whole new revenue models that make field service organizations stickier and more intimate with their customer…

As we all shamble, bleary-eyed back to our desks, I know what your first thought is: We can officially start unwrapping some of those technologies that have been a little too cutting-edge to be worth considering in 2019. There’s certainly no shortage of digital ink that’s already been spilled about 5G, something that’s existed more as a marketing gimmick up until this point (I don’t remember such self-congratulatory fanfare for LTE). But now that it’s…

It’s the end of December and that means one thing: There’s probably a new Star Wars movie coming out. Rapt as I am about the many technologies disrupting the world of service, my love for Star Wars stretches back slightly further in my life, so I thought it’d be fun to take the quiet time between Christmas and New Years to mash them together. For as technologically advanced a society as we see in the…

Around this time two years ago, I wrote an article about the frustration associated with consumer location tracking for field operations, as organizations were, at the time, tinkering with Uber-style city overlays with real-time vehicle tracking. I stressed how important it was to be thoughtful about what—and how—you’re sharing information with your customer. Vehicle tracking may seem initially like a good idea, but as a technician takes turns moving them away from a customer site,…

In the 1930’s, Clark Gable was the face of Americana, having appeared in seminal film classics like Gone with the Wind and Mutiny on the Bounty. Because of this, he was widely known as the “King of Hollywood”. Today, if you ask the average person about Clark Gable, they’ll have no idea who you’re talking about. You may chalk it up to ignorance, or the passage of time, but Gable, and his ilk (The Bogarts…

I don’t think there’s a less controversial position than admitting that you’re “pro-optimization”. Everyone wants to be optimized, but the word “optimization” has become so muddled by tech-speak over the last two decades that it now barely carries any meaning at all. “Optimization” is now some sort of vague efficiency improvement that is as shallow a statement as saying that you’ve “streamlined operations,” or “maximized efficiency”. The term “optimization” has become a big bucket to…

Here at The Future of Field Service, we spend a great deal of time discussing the ways that service organizations are reinventing their businesses to be more competitive. Making the decision to fuse service into a product is a great first step, but a lot of organizations discover that their actual execution is unrealistic, poorly-informed, or a bald imitation of their competitors. If you’re looking to put your best foot forward, you can do better…