How Smart Scheduling Improves Field Service Workflows

Laura L. Adams

Keeping on schedule and showing up on time for service calls are important tasks for companies in the field service industry. By fulfilling these tasks efficiently, companies will boost their customer satisfaction and improve their daily productivity. In an effort to help, let's discuss how smart scheduling improves field service workflows.

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Topics: Blog, optimization, Mobile Field Service Management, customer experience, schedule optimization

HVAC Field Service Technicians Get What They Need to Improve Customer Service

Laura L. Adams

The HVAC industry is rapidly growing as a result of construction spending on the rise. OEMs, dealers, and even service contractors need to effectively meet at this demand. In order to do so, technology should be implemented that makes it easier to satisfy customer's needs. There are several areas where field employees struggle:

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Topics: Blog

The Internet of Things and Field Service

Laura L. Adams


Big But Not Big Enough.

In recent years, the Internet of Thing (IoT) has collected a web of mystique around it which has made it a little more difficult to understand and evaluate. The IoT means making the devices that are used in industry and in the domestic economy "smarter." This means connecting computers to more of the machines and devices we use
every day.

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Topics: Blog

How AI Improves Field Service

Kimberly Heuser

Field Service work always involves a certain amount of frustration. Some problems are hard to diagnose. Mistakes in estimating travel or repair time can wreck a day's schedule. Finding the right part is sometimes a nightmare. Nothing can totally eliminate these problems, but artificial intelligence can be a major help in dealing with them.

AI is already being used to aid service technicians. Businesses that watch the trends and look for ways they can start employing it will have the jump on their competitors.

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Topics: Blog

How to Build a Positive Customer Experience

Kimberly Heuser

In today's business landscape, simply presenting the best price is not the ultimate solution that catapults a business into instant success. Clients of present and future analyze various rating systems to assist in their decision-making process. Easy access to sites like Yelp, Bizrate, and Google have changed how consumers conduct business. A one star rating can greatly impact clients considering your services. Granted, most consumers understand and easily discount the one-off complaints and bad rating when the comments seem unreasonable. However, a long-line of complaints will greatly impact future business growth. As a result, customer satisfaction and quick resolution becomes key factors that measure the ability to attract and retain customers.

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Topics: Blog

Using Video Peer Learning to Train Field Service Professionals

Kimberly Heuser

Does your business have a lot of employees who work out in the field? Many companies do, because there are so many jobs that can only be done right in person. These hard working consultants, inspectors, in-home tutors, rotating managers, installation specialists, construction teams, and repairmen (to name only a few) go out every day to remote work sites, properties, or customer homes to do things that can't be done over the phone or even with video chat.

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Topics: Blog

Mobile and Remote Workers Are the Lynchpin of Customer Experience

Kimberly Heuser

In the long interval after a purchase, the company that made the sale and the manufacturer have to rely on the mobile and remote worker to form the reputation and the customer experience with the product.

Impact of Customer Experience with Field Services:

When a family recently bought an expensive gas range, they found that some of the burners didn't light. They called the manufacturer, which is an international company with an office in the United States. The manufacturer did not have a remote service staff in the United States, but contracted their service to an "authorized representative" company which they said was trained to repair their brand. The service man came to the family's home, but was unable to fix the new range. What's more, he said that the range could not be repaired without an expensive part installation. In examining the range he stripped one of the screws that anchored the stove top to the body of the range. That was his entire contribution to the repair. He provided a little helpful advice and billed the family $90 for the service call. This contact seriously damaged the reputation of the manufacturer in the eyes of this family.

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Topics: Blog

Tips for Analyzing Customer Survey Data

Kimberly Heuser

Many companies now use customer surveys to accumulate data and learn more about what people want. If you're using this tool in your own business, do you feel that you're really getting the most out of your surveys? After all, getting data is only the first step in making improvements. You then need to analyze and interpret it. Let's look at some tips for analyzing customer survey data so you can use it for your benefit.

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Topics: Blog

Mobile Done Right: Remote Workers and the Customer Experience

Kimberly Heuser

There are some reading this who might not remember when the term "Customer Service" was merely a byword, a side note or option for business operations. Not that it was ever considered a bad idea, it was just never quite the difference-maker it is today. Technology can be thanked for that.

Customer service has now morphed into something more, better known as the Customer Experience. We can also thank technology for that...

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Topics: Blog

Top 5 Field Service Industry Trends for 2018

Kimberly Heuser

Consisting of more than 20 million field technicians spread across the world, the field service industry is a giant. From maintenance works in apartment elevators and medical scanners, to factory and farm machinery, the slightest adjustment to time can have a huge impact on service operation efficiency. 

According to 2017 statistics compiled on the field service industry:

  • By 2022, the global field service market is estimated to be worth $4.45 billion.
  • 52 percent of field service companies still coordinate work and perform functions manually.
  • By 2020, 10 percent of emergency field service work will be monitored by artificial intelligence.
  • By 2020, mobile apps will be used for technical projects in 75 percent of field service organizations with over 50 users. 

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Topics: Blog