Understanding the Field Service Industry Dynamic

Kimberly Heuser

The field service industry is an amalgam of unique businesses and as such requires the merging and coordination of a range of business strategies, metrics, and coordination strategies. If you dissect field service businesses into their component parts you'll find:

  • Technical support.
  • Trucking, transport and delivery with associated logistics.
  • Customer service.
  • Supply management and warehousing.
  • Lone worker dynamics.
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Topics: Blog

Five Ways Workforce Management Software Can Increase Profitability in 2017

Kimberly Heuser

The business world is evolving at a quicker pace than ever before, and the volume of customer service requests and fulfillment challenges facing companies are growing exponentially. That is why good workforce management software is no longer a luxury 2017 purchase, but an essential component to a successful and efficient service based company. Here are six examples how workforce management software can help improve your company’s customer satisfaction and ultimately profit.

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Topics: Blog

How Big Data Drives Business Decisions

Sarah Diamond

The term “Big Data” might be relatively new, but the process of gathering and storing large volumes of data has been going on for years. Undiscovered customer patterns, trends, and insights that previously sat in filing cabinets gathering dust are being turned into powerful decision making tools that can be utilized by both large and small businesses. The amount of data that is received on a daily basis has the potential to transform your strategic objectives and create a unique competitive advantage. So why is it that so many business only take advantage of a small percentage of the data available? Data by itself means nothing if you don’t know how to analyze it and apply it effectively. Here’s how to take your data, use it to deliver world-class service, improve your product and processes, and edge out your competition:

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Topics: Blog

Create Brand Value with Outcome Based Services

Sarah Diamond

As I mentioned in my last blog, outcome based services are becoming increasingly necessary. Customers are no longer looking for specific merits of a product or service, they are looking for ways to use your service to meet their own operational goals. The focus on business outcomes has become the real selling point, and if done correctly, has the potential to edge out the competition and create lasting brand value for your organization. Here’s how:

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Topics: Blog

Why Outcome-Based Services Drive Business Success

Sarah Diamond

Instead of simply providing products and services as a one-off occurrence, service organizations are slowly shifting to outcome-based services. Outcome-based services acknowledge customers wants and needs and provide value driven outcomes based on those needs. Focusing your services on outcomes could make all the difference in building customer loyalty and longevity, while improving your own bottom line. Here’s why your customers and business need outcome-based services:

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Topics: Blog

Connect the Dots for Stellar Customer Service

Sarah Diamond

 

Providing outstanding customer service begins with preparation and a tested process you can repeat over and over again. By now, you probably have a solid grasp of your customer base and their expectations. You may have even established a relationship with some of your more frequent customers. However, if you are noticing recurring loss, what can you do to increase retention and conversion? For starters, you can conduct a deeper analysis into your customer's needs. Pay attention to what your customers are talking about the most - whether it’s better communication or expedited service. Next, find technology that can support these needs. Once you and your team are prepped with the right software and training, here is a three-step process you can employ that will help keep your customers delighted. You can always add to or modify this process depending on what’s relevant to your business:

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Topics: Blog

How to Improve Your Service Dispatch Process

Sarah Diamond

They field service requests, route your technicians to the correct job site, and handle communication between your techs and the home office. And their duties don’t stop there - your dispatch team plays an integral role in managing customer expectations, and ensuring accuracy on-site. So what happens when your dispatch team’s communication methods are outdated and inefficient? The result could mean more than poor customer satisfaction and escalated job costs, it could mean losing out on more client opportunities and growth. Here’s how to upgrade your service dispatch process and get the edge on your competition:

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Topics: Blog

People, Processes, & Technology: How Tech Can Boost Your Most Important Asset

Sarah Diamond
Having the right product means nothing if you don’t have the right representation. Your people are your ambassadors in the field, they are the face and personality of your brand, and your biggest asset. Invest in empowering your people through technology and training. This not only keeps you a step ahead of the competition, it shows that you value your technicians contributions, and that you see potential for growth.
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Topics: Blog

Tips for Upgrading Your Service Management Systems (Part 2)

Sarah Diamond

Competition between service organizations is high, and we all want to be the brand that customers trust. But what happens when your current management system is outdated? Old systems can lead to higher costs and low customer retention. Give your operations a boost by upgrading your service management system, here’s how:

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Topics: Blog

Skip the Theater - Look for Superheroes in the Field

Sarah Diamond

What do Batman, Iron Man, and your field techs have in common? While your field techs don’t exactly defeat super villains or drive cool gadget cars, they share a few similarities. Besides being in the right place at the right time, they have all overcome career obstacles and use smart technology to fight crime (or repair broken elevators) to become the heroes you admire.

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Topics: Blog