Category

Service Optimization

Category

Having now dealt with COVID in the US for about 100 days, we’re starting to get a better picture of the edges of the crisis, however flow-y as those edges might be. Obviously the parameters are always moving, but I think it’s important not to lose sight of the benchmarks of where we find ourselves, where we’ve been, and what comes next. For that reason, I would like to submit a few stages for consideration:…

Here in the U.S., today’s jobs report tells us that the month of May has seen the largest jump in employment in history. This is not particularly surprising (though apparently many economists were surprised), as people are re-hired or released from furlough in response to states gradually easing COVID-19 restrictions. Nevertheless, this surge is further evidence that we’re nearing something that we’ve been considering since this crisis began: Service is going to approach a bottleneck.…

I’ve been pleased and proud of the content that The Future of Field Service has delivered over the course of the last few months to help support businesses as they navigate the COVID-19 crisis and beyond. Through shaky economic times, fear, and uncertainty, I hope that we have been able to provide some guidance and some optimism for how we, as a service community, can emerge from this crisis with a new focus on transformative…

As commerce slowly begins to open up, serviceable assets, many of which have been sitting dormant for two months or longer, will again enter an active state, and certainly there will be an influx of field service needs to accompany them. To navigate a sudden surge in business, organizations will need to think on their feet, make smart personnel decisions, and plan, schedule, and route with finesse. Doing that alone is fine, but doing that…

Many leading service organizations have been on a digital transformation journey for some time – those companies have been well-positioned to quickly build upon their efforts to react to these new and challenging circumstances. Other service businesses, however, have been dragging their feet a bit when it comes to embracing the potential that digital holds. Those laggards are now turning to digital transformation in an effort to survive the global pandemic and, in doing so,…

As we say so often here, businesses that offer service have been—and will remain—the lifeblood of our economy. Service powers growth around the world, and it is the engine that enables a swift and complete recovery in the face of social, environmental, and economic challenges. It’s safe to assume that many service-oriented organizations are postponing any software purchases until they have a better sense of business continuity in the face of today’s current crisis, and…

It’s been an honor to be at the helm of Future of Field Service in 2019, and a pleasure to watch it grow. Since it’s inception at the very end of 2018, we’ve had immense support and interest from the industry – so thank you for that! I’m very passionate about giving the service community a platform to share, learn, and grow and I’m thankful for the opportunity Future of Field Service gives to do…

Around this time two years ago, I wrote an article about the frustration associated with consumer location tracking for field operations, as organizations were, at the time, tinkering with Uber-style city overlays with real-time vehicle tracking. I stressed how important it was to be thoughtful about what—and how—you’re sharing information with your customer. Vehicle tracking may seem initially like a good idea, but as a technician takes turns moving them away from a customer site,…

I don’t think there’s a less controversial position than admitting that you’re “pro-optimization”. Everyone wants to be optimized, but the word “optimization” has become so muddled by tech-speak over the last two decades that it now barely carries any meaning at all. “Optimization” is now some sort of vague efficiency improvement that is as shallow a statement as saying that you’ve “streamlined operations,” or “maximized efficiency”. The term “optimization” has become a big bucket to…

A beautiful fall late morning in Southern California has my family contemplating an afternoon at the beach, just 20 miles away as the crow flies. As I ponder the idea, I remember that the Santa Ana winds blow strong in the fall (from the inland areas to the Pacific), it could be warmer, windier and even a bit smoggy. Quickly I move to the calendar, seeing as it is a Sunday on a holiday weekend…