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Change Management

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Here at the Future of Field Service, we love talking about new product implementation, integration, and rollout, but we realize that represents a very small percentage of the day-to-day life of service IT. The meat of IT interactions happen in the moments in between those large scale implementations; Maintenance, onboarding, and off-boarding of employees onto the various systems that run your service practice. Right alongside those big implementations, these day-to-day operations are changing too.  The…

Customers are increasingly questioning the value of product-related services, and price pressure on product support services is increasing. However, many companies cannot afford to follow the reduced prices tactic as this would translate directly to lower profits. What they really need to do is re-engineer their service models to create low cost but high value services. Such a model drastically improves profit margins by completely redesigning traditional service models to incorporate new enabling technologies, processes…

Would you describe yourself as a digital survivor? You know, the world has forced you to utilize digital tools such as email and file storage in the cloud. Often you wonder about how things could be better; however, you cannot seem to put your finger on the best approach. Instead, day after day you wrestle with a seemingly bottomless email inbox and a daunting business portal where you are expected to logically store digital collateral.…

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…

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…

 Greg Lush, previously VP of Innovation at EMCOR and master of all things digital transformation, recently launched consultancy Last Mile Worker Solutions. In this episode, Greg joins Sarah to discuss some of the common traps that can outright derail your digital transformation initiatives.