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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…

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…

Roy Dockery, VP of Customer Care at Swisslog Healthcare, joins Sarah to give his take on why field service organizations need to take more control over the talent gap. Roy has an interesting perspective that we don’t, in fact, have so much of a talent gap as an experience gap. He shares practical insights for more effective recruiting.    

Juan Cruz, Jr. is the Senior Manager, National Field Services, at Fresenius Medical Care North America. In his role, Juan Leads and manages 6 district field service managers and 55 field service technicians. He’s recently championed a title change of his field team to more accurately reflect the evolving profession, implemented field service KPIs to measure field performance and efficiency, and developed third party SOP to manage the vetting, onboarding, and performance of third-party service…

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…

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…

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, Building and Fortifying Your Digital Reputation, and How to Avoid Being Crippled by Choice. There is no doubt that, in the business world, not all software applications are created equal. Take for instance your transactional systems, email, accounting, etc. These applications are designed, configured (sometimes customized), implemented, and deployed. Notice that…

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…