From The Editor

  1. Women In Field Service: A Female Field Technician’s Perspective
    6/29/2018

    In my conversations with field service leaders, one of the most pressing issues coming up again and again is the quest to find – and attract - new talent. As a woman covering the field service space, I’ve of course noticed how male-skewed the profession is – and I’ve thought many times about how broadening the appeal of the job to women would make a significant impact for companies struggling in their recruiting and hiring efforts. I’m in no way saying that hiring women is the complete answer to the labor issue field service organizations are facing – the issue is further-reaching and multifaceted, but it is an important part of the conversation.

  2. Find AI Confusing Or Intimidating? Here’s Some Good News
    6/28/2018

    If you’ve ever found yourself reading about how AI is the next big thing in field service and felt like you wanted to run in the other direction, I’ve got some good news for you. I was reading today in this article about Noodle.ai, a San Francisco-based startup that provides enterprise AI-as-a-service.

  3. Ask The Board: What Is The #1 Metric By Which You Measure Field Service Success?
    6/27/2018

    We all know that we can’t improve what we don’t measure. As field service has become modernized and more sophisticated, so too have the metrics by which field service organizations measure progress and determine success. I’m commonly asked “what is the most important metric used to determine field service success?” and while I think it does depend on both your service model and the areas in which your company needs to improve most, you’ll see below there are some definite commonalities.

  4. Fail Forward: Mastering Customer Experience Doesn’t Mean Expecting Perfection
    6/26/2018

    With the hyper-focus that exists on customer experience among field service organizations today, I think there’s a misperception that mastering customer experience equals delivering perfect service. While there’s nothing wrong with aspiring to deliver excellent – even perfect – experiences, it is simply not realistic that it will occur 100 percent of the time.

  5. The Field Service Trickle-Down Effect: Why SMBs Should Be Embracing The Service Evolution
    6/25/2018

    This column is for those of you out there in the SMB category that might be reading some of the articles I’ve written on companies like Vivint, ServiceMaster, or BUNN thinking, “that’s nice, but not practical for me.” You’ve got that wrong! In the decade I’ve been covering the field service space, there has always been a trickle-down effect at play. The largest service companies are early adopters of a trend, shift, or technology – they lead the charge on embracing change and adopting new business processes and tools. Then that change trickles down through tier after tier of service organization, to even some of the smallest. Just because you’re running a small service business doesn’t mean you can’t – or shouldn’t – be innovative.

  6. Ask The Board: The Biggest Challenges Facing Field Service Today
    6/21/2018

    With the Field Technologies Editorial Board in place, I plan to do regular “Ask The Board” columns where I can share insight from members on an array of topics. To kick things off, I asked the members to share some perspective on the biggest challenges they are currently facing in their roles.

  7. Common Roadblocks On The Path To Servitization
    6/15/2018

    Servitization has been defined as a manufacturing or product-centric organization’s ability to develop the capabilities needed to offer services after the product sale. For service-specific businesses, a similar focus has been put on migrating away from the traditional break-fix service model to an outcomes-based service model. Both transformations serve the purpose of maximizing revenue and increasing profit margins through service offerings.

  8. Welcome The Field Technologies Editorial Board
    6/12/2018

    My favorite part of my job is having in-depth conversations with field service leaders about their challenges, initiatives, and wins. I have had the honor of having countless of these conversations in my role at Field Technologies, and have often thought along the way how big of an opportunity there is to foster more collaboration among the field service executives I speak with. I often hear from people that they are so energized after attending an industry event and getting to network and commiserate with people that “get it,” only to get back into the daily grind and not have an opportunity to further those conversations until the following year’s event.

  9. 3 Company Culture Flaws That Inhibit Innovation
    5/31/2018

    While innovation is undeniably imperative in today’s field service landscape, it doesn’t come easy for everyone or every company. It can be challenging to carve out time to “think big.” It can be scary. It can be difficult to determine what path to take among countless viable options. If an innovative mindset comes natural to you, that’s a great thing – but you’ll undoubtedly have to navigate co-workers who don’t share that trait. If innovation is outside of your comfort zone, that’s OK too – but you have to find ways to force the issue, because complacency is the kiss of death in the service-driven world we live in.

  10. The Secret To Making NPS Work For Your Company
    5/31/2018

    We’re all aware that the customer experience has become a key focus area for today’s leading field service organizations. Even companies that five years ago would have said how critical it was to improve first-time fix rates only because of the cost of a truck roll have shifted their thinking (and talking) to being far more concerned with how that repeat trip impacts their customers. This is because, at the root of it all, if you can’t make your customers happy, you can’t be successful. Period.