Every year, ServiceNow customers, prospects and partners assemble at the Knowledge conference to share insights, best practices and future possibilities around the ServiceNow platform. This year is no exception, and Knowledge17 promises to be the biggest and most valuable ServiceNow conference yet. For field service professionals,...
As part of our Field Service Management Expert Interview Series, we ask industry experts for their views on the market and what the future of field service management holds. We recently talked to Bill Pollock, president and principal consulting analyst at Strategies For Growth℠, a research analyst and...
One of the core tenets of effective app design is user testing. Put the app in the hands of an end user and see how well they’re able to perform a specific task. If the user struggles and can’t complete their intended action, the app...
Field service technicians are the superheroes of the mobile workforce. They move from place to place performing feats of might, magic and mystery in faithful service to their customers. OK, so perhaps field service work is not so magical or mysterious, but, like superheroes, field service...
For enterprise field service organizations to maintain a competitive advantage, making customers happy on a daily basis is critical. Aberdeen Group recently reported that the top priority for service organizations in 2017 is increasing customer satisfaction (CSAT). “Best-in-class field service organizations have an 85% customer...
As part of our Field Service Management Expert Interview Series, we ask industry experts for their views on the market and what the future of field service management holds. Today, we interview Aberdeen Research's Tom Paquin. Through his role supporting Aberdeen’s field service and retail practices, Tom is...
Field service management leaders from around the U.S. are converging at Field Service USA in Palm Springs on April 18 to learn about best practices and emerging trends in field service. As attendees sift through all of the keynotes and breakout sessions, there are three...
In large organizations, there are common field service failure points that transcend industry. And, because these failure points directly affect KPIs like customer satisfaction, customer retention, and service profitability, they have a major impact on top and bottom lines. In our work with field service organizations...
The advent of the deskless worker comes at a time when workplaces, technologies and the economics of productivity are at their most flexible. The notions of “going to work” and “working hours” have been fully redefined to the point where we have best-selling books with...