Category

Business Transformation

Category

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…

Annette Franz, Founder and CEO of CX Journey Inc., joins Sarah to provide insight for companies at all points of the CX journey. Whether you’re looking to better formalize your CX strategy or make continual improvement on your CX efforts, Annette has a tip for you.    

Acquiring and mastering customer and industry information should be a core competency for field service organizations. The success of these organizations rests primarily on their track record and their ability to “sell” new service concepts to distributors and customers, using sound data from a variety of credible sources. To be successful, services organizations need to implement comprehensive and efficient processes for utilizing customer and industry information. Specific strategies need to be developed for acquiring and…

This article seeks to answer two questions. First: How do successful companies leverage their knowledge to drive growth? Second: Which trends do we see in the market today related to knowledge management? When we talk about knowledge, we refer to the knowledge management concept that is defined as “… a discipline that promotes an integrated approach to identifying, capturing, evaluating, retrieving, and sharing all of an enterprise’s information assets.” (Michael D. Koenig KMWorld, 2012). These information assets may include databases, documents, policies, procedures, and previously un-captured expertise and…

Emily Thomas Kendrick is the President and CEO of Atlanta-based Arrow Exterminators. Family owned and operated by the Thomas Family since 1964, Arrow is the sixth largest pest control company in the United States and the 2nd largest privately held, ranked by revenue with revenues exceeding $225 Million. Emily is a member of the Thomas Family’s 3rd generation and has been in the business for more than 20 years. Her family and her team have…

Every business has a portfolio of products and services that it markets, promotes, and sells to customers. In fact, most businesses make their product and service portfolio information available through a variety of means, including published product literature and general marketing collateral, service guides, company catalogs or brochures, and various other types of printed matter. In addition, most of the product and service information is also typically accessible via the Internet through company and/or dealer…

Go ahead and call me cynical, but when it comes to service success, I’ve only ever cared about the numbers. Organizations can trot out whatever new, flashy technology they want, but if you can’t point to some sort of tangible improvement derived from its adoption (Preferably one that can be directly tied to money saved or money earned), I really can’t be bothered to care. Service organizations are no stranger to performance metrics, obviously. In…

For the next in our series of women in field service, I sat down with Deni Naumann, President of Copesan Services and Interim President of Terminix Commercial and Elizabeth Johnson, Director of Marketing for Copesan Services and Director of Marketing, National Accounts, at Terminix Commercial. Both Deni and Elizabeth have some history in the pest industry, and manufacturing before that – Deni has been with Copesan for over 12 years and was in manufacturing for…

According to Karen Johnson, president of W. F. Hann and Sons, she found her voice later in life. Karen is quick to say she puts family first and she was out of the workforce for quite a while to stay home with her five children. When her youngest child went into high school, she began looking for part-time work – not realizing that a career in field service was going to land in her lap.…

In honor of International Women’s Day on Friday, March 8th, I have set out this month to interview some amazing women in the service industries in an effort to learn more about their journeys and to get their take on what the future of field service holds for women. I started my interview series off with Maria Pallotta, Chief of Staff at Canopy Lawn Care. In her role, she is responsible for executing the overall…