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Change Management

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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.…

Are you gearing up for a trip to Field Service Palm Springs next month? I am working on some cool things that Future of Field Service will be doing at the event, and it had me thinking about what I’m most excited to discuss while there. The thing I love about this event is that it enables me, and all of the other attendees, to connect with so many people at once – there’s really…

For field service organizations looking to dominate in their industry, conquer customer satisfaction, and embrace the latest technologies, the process of an acquisition can be both an exciting and daunting one. On one hand, you are investing in the potential for growth and eliminating from your competitive set. On the other hand, as field service navigates a new service landscape, adding a team that has differing ideas, varying ways of work, and completely disparate technologies…

How do you define self-service for your service organization? Is it merely the act of a customer resolving an issue themselves? Is it a phone conversation with a support representative walking them through the process? If you’re leaving your customer there, then you’re leaving your customer behind, and there will certainly be competitors who are ready to take them away from you. Self-service is going to be a key component of maximizing efficiency for the…

If you’ve missed my earlier posts in this series on digital adoption, you can read here what we discussed about The Hierarchy of Digital Adoption and Building and Fortifying Your Digital Reputation. Next in the series, we’re discussing an important aspect of digital adoption: How to avoid being crippled by choice. During Winter you often hear people say, I can’t wait for the warm weather; in the Summer just the opposite, it’s too hot! Business…

These days more than ever, businesses are operating in data rich environments. Data emanates from everyday business operations, sales and customer account activities, service call activity, financial and economic transactions, regulatory reporting and all the other events that are routinely captured and stored in databases. Existing global databases are adding terabytes of new information daily. Every moment of every day bank transactions and electronic funds transfers, point-of-sale systems, hospital tests and procedures, factory production lines,…

The Internet of Things (IoT) refers to smart, connected products (hardware, software, sensors, etc.), which improve reliability, increase capabilities and help us use products much more effectively and efficiently. IoT allows these smart connected products to generate data that can help you deliver unprecedented value to your customers. This data can be gathered, analysed and delivered in a way that can be used to your and your customers’ advantage. For example, MAN Truck & Bus…

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…

Amazon has put its hands into a great many cookie jars over the last two and a half decades — from bookseller, to big box store, to technology company, to seller of behavior data. Amazon has long since expanded its brand cachet, its recent acquisitions showing a desire to disseminate itself from the moniker of “Seattle-based monolith” into our local neighborhoods through grocery stores and, improbably, brick-and-mortar bookstores. To further cement that local presence, in…

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.…