We’ll be featuring lawncare company TruGreen for an upcoming Field Technologies’ cover story, discussing how the company has been on a mission since 2014 to put technologies in place to transform its operations and better serve its customers. While I was talking with Ken DeWitt, CIO of TruGreen, for the article, he spoke about how one of the keys to success with a customer-centric approach is to have a solid strategy that guides every aspect of your tactical approach.
Firstline workers were among the earliest users of mobile technology. Before Blackberries and iPhones became ubiquitous among white-collar professionals and consumers, service & repair technicians, public safety personnel, and other task-based workers used ruggedized mobile computers and the earliest handheld devices.
The pre-mobile enabled field service organization, which is quite common despite available technologies and almost ubiquitous connectivity, is one that still relies heavily on manual processes and paper-based forms for field service delivery. At best, this traditional organization may use multiple spreadsheets for data entry and job tracking. Due to the lack of a mobile process, field service directors and managers have no insight into the locations of their field techs, the status of jobs in progress, or real-time data on which to escalate or downgrade problems.
Today’s field-service customers demand responsive support, especially digital natives who are used to getting what they want when they want it.
Global e-commerce sales are increasing at an annual rate of 23% and are expected to reach more than $4 trillion by 2020. This dramatic growth is driving an exponential increase in the number of parcel deliveries as well as pickups for merchandise returns. To cost-effectively meet this increasing demand, companies are searching for new ways to improve efficiencies. This is particularly critical in the final leg of the journey to the customer’s location, often referred to as the last mile, which remains one of the most labor-intensive and costly portions of the supply chain.
Service providers face real challenges. They must ensure on-time performance of mission-critical tasks while optimizing remotely-deployed workforces. A new wave of technologies and increased pressure to provide excellent service are forcing the field service industry to adapt. This will continue as customer expectations increase and industry competition continues to grow. Is your service management solution preparing you for what’s next?
As field service organizations double down on their customer experience initiatives, these five technologies are imperative.
Learn the most common mistakes companies make when investing in GPS fleet management so you can avoid them.
Learn the processes, technologies, tools, and tricks leading field service companies today are using to optimize operations and prepare for the next phase of field service.
Verizon Connect is expanding its fleet management system REVEAL with a solution that enables customers to manage assets in addition to their vehicles.
The phrase, “Digital Transformation” has become a buzzword in the service world over the last few years. Yet it is a concept that has many definitions, depending on whom you ask. There is no one right answer. But the “right” answer is what will work for your organization. If you’re NOT one of the 53% of service leaders that have a clear transformation strategy in place, this on-demand webinar is for you.
We’ve made major technological advances in recent years. Most of those advances have practical applications in businesses that impact the level of service to customers. However, what’s really driving digital transformation? How are these drivers affecting OEMs and their bottom line? Where is the service continuum ultimately leading our service delivery organizations? Finally, what can stakeholders do today to prepare themselves for tomorrow’s service demands?
Augmented Reality is providing real-time remote expert assistance. Boston Scientific, a manufacturer of medical devices used in interventional cardiology, has deployed a Merged Reality app to provide clinicians with expert assistance in the setup and use of their life-saving equipment. In this on-demand webinar Eric Prager from Boston Scientific shares the technology and strategy they have deployed to provide immediate expert assistance, help eliminate travel, and increase customer confidence.
Field Technologies Online is the premier resource for the optimization of your field workers, service, and assets. Our goal is to provide companies in the field service, transportation/distribution, government, public works, and utilities industries with information on mobile technologies that can be used to improve productivity and drive efficiency. Here you’ll find valuable resources on topics including field service software, mobile computing, fleet and asset management, and M2M. From real world, firsthand accounts of how your peers are using mobile technologies to drive business benefits to thought leadership on the latest technology advancements and trends; Field Technologies provides the information you need to determine how mobile technology could be improving your organization.