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Customer Experience

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The Gartner 2020 Magic Quadrant for Field Service Management is a highly-anticipated piece of research each year, both for the vendors hoping they’ve achieved a prominent placement and for those in the industry who rely on the Magic Quadrant to help steer their technology investments for the upcoming year(s). As I read through the 2020 Gartner Magic Quadrant for Field Service Management, I was impressed by the progress the report illustrated. Not only as it…

This week, Gartner once again released its Magic Quadrant, evaluating Field Service Management software vendors on their ability to effectively provide solutions to their customers. The report is, as always, not just an assessment of the various vendors in the service industry, but also an overview of the state of the service market today, and what’s clear to me through Gartner’s market assessment is that service is becoming even more vital than it has been…

 Rodger Smelcer, Vice President/Owner of United Service Technologies discusses with Sarah five ways that COVID-19 has brought clarity to his business and what changes he’s made as a result.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. I’m happy to welcome to the podcast today Rodger Smelcer, vice president and owner of United Service Technologies. Today we’re going to be talking with Rodger about five ways…

Early in June, an ArsTechnica reader managed to uncover a strange piece of synergistic multimedia: SimRefinery. Developed by Maxis, creator of 1989’s SimCity, SimRefinery was a tool to help onboard workers at Chevron’s Californa oil refinery. Maxis had developed a division in the early 90’s called Maxis Business Solutions with the purpose of gamifying certain elements of knowledge management for employees and potential employees. In the words of librarian and archivist Phil Salvador: Oil refineries…

 Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how COVID-19 has accelerated the pace…

Over the past few weeks I’ve been able to connect with several service leaders to discuss the different ways they are tackling the impact of this global pandemic. I’ve appreciated each of these conversations, not just for the insight they’ve provided on how businesses across industries are responding to such uncharted waters – but also because they show a willingness and desire to stay connected as a community and to share with one another lessons…

Over the last couple of weeks, I’ve had several conversations to understand how our audience is navigating the current crisis. I’ve talked with service leaders, consultants, technology providers, and even a physician about how they are being impacted both as individuals and as businesses. While the circumstances we’re all facing are unspeakable, there are a few themes I plan to explore in the coming weeks that surface in nearly every conversation I’ve had and serve…

Munters is a global leader in energy-efficient and sustainable air treatment solutions for demanding industrial applications and agriculture sectors. Munters was founded in 1955 and has been listed on Nasdaq Stockholm since 2017. The company has net sales of about SEK 7.1 Billion, 3,100 employees, and manufacturing and sales operations in 30 countries. As the Director of Global Customer Service for Munters, Roel Rentmeesters is part of the Global Services Management team, and is responsible…

This week we had a home security upgrade installed by Vivint. I always find it interesting to be on the receiving end of a field service experience because I’m more intimately aware than many of what’s being demanded of these companies, what the areas of focus are in terms of innovation, and what technologies are available to them to streamline and improve the customer experience. I liken it to my level of awareness when I…