The Service Council's Blog

Sumair Dutta

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3D Printers in Service Vans: Lets Pump the Brakes

Posted by Sumair Dutta on Sep 25, 2015 7:04:19 AM

Every day there seems to be a new article describing advances made in 3D printing. I just read one on how 3D printers were being used for whiskey glasses on the International Space Station. There is no doubt in my mind that 3D printing will disrupt and revolutionize supply chains. Some of that disruption is already occurring and early adopters are making some progress. Yet, most organizations are in a wait and see mode.

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Topics: Field Service, Service Innovation, Perspective, 3D printing, service supply chain management, 3D printers, service parts

Field Service with the Customer in Mind

Posted by Sumair Dutta on Sep 15, 2015 4:01:57 PM

What makes a perfect field service visit? If you’re in the business of field service, you’ve probably given that question a lot of thought. At The Service Council, we asked 180 organizations for their view of the perfect field service visit, and discovered that when it comes to serving customers onsite, perfection is less subjective than it might seem.

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Topics: mobile, News, Field Service, Mobile Hardware, mobile devices, Mobile Apps, field agents, mobile maturity

Member Question: Vehicle Reimbursement in Field Service

Posted by Sumair Dutta on Sep 1, 2015 2:16:59 PM


Sean Jordan is a Service Director for BioTek Instruments. He has been a long standing supporter of The Service Council and is also on our Research Advisory Board. His question today is on vehicle reimbursement for field serivce engineers. He recently appeared on a Smarter Services Webcast hosted by The Service Council on Mid-Year Service Business Trends.

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Topics: Member Questions, Field Service, Fleet Management

Evaluating Microsoft’s Field Service Move and Musings on the Market

Posted by Sumair Dutta on Aug 5, 2015 1:03:12 PM

With the launch of Windows 10, Microsoft has been in the news. By most accounts, Windows 10 has been well reviewed and received. Perhaps not garnering as much news is Microsoft’s foray in CRM field service with the acquisition of FieldOne Systems. (Note: Microsoft has also recently acquired FantasySalesTeam, a sales gamification tool). My take on the deal:

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Topics: fieldone, News, Field Service, service automation, microsoft

More on Augmented Reality for Field Service

Posted by Sumair Dutta on Jul 31, 2015 12:15:21 PM

Its been a few weeks since we published our blog on Video and Assisted Field Service which has been popular garnering a great level of response from our community. The article has also been picked up by the likes of publications like Field Service Digital.

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Topics: LogMeIn, SightCall, ScopeAR, augmented reality, APX Labs, assisted reality, Field Service, Perspective, caugnate, RescueLens

Getting Our Content and Communications Right

Posted by Sumair Dutta on Jul 16, 2015 12:23:43 PM

Our community has grown quite significantly since we started The Service Council 5 years ago. Along with growth comes a greater variety of interests when it comes to our research. In order to ensure that we are:

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Topics: agenda, News, Field Service, communications, research, service business

Sales, Meet Service: Unlocking Revenue Streams via Field Service

Posted by Sumair Dutta on Jul 10, 2015 1:10:58 PM

I really wanted to use Uber in this blog’s title. Field service becoming uberized or the uber-ification of field service. Seems like there is a lot of commentary on how the Uber or Airbnb business models are going to transform industries and service delivery mechanisms.

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Topics: Customer Experience, uber, service sales, tyco simplexgrinnell, revenue, Field Service, Perspective, airbnb

Video and Assisted Field Service

Posted by Sumair Dutta on Jun 19, 2015 12:59:32 PM

As mentioned in previous blogs, we've had the incredible opportunity to attend major user events in the fields of service management and field service over the previous 2 months. One of the interesting technology takeaways from all of these events is the increasing number of providers focused on augmented reality and video-assisted resolution solutions for field service.

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Topics: SightCall, knowledge managment, vidcie, pristine, augmented reality, Field Service, PTC, ServiceMax, resolutiontube, IFS, video, Perspective, livegenic, xmreality

Early Takeaways from PTC Live Global 2015: Integrating the Voice of Products

Posted by Sumair Dutta on Jun 9, 2015 3:15:57 PM

This week we’re tracking the PTC Live Global event in Nashville. There are a lot of announcements made and discussions being held across all of PTC’s businesses, but our major focus resides with PTC’s updates on IoT and Service Lifecycle Management. Today’s post will focus mostly on strategic business announcements made in keynote sessions that impact service organizations.

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Topics: Internet of Things, Service Management, ColdLight, News, Field Service, PTC, ServiceMax, Perspective, ThingWorx, LiveWorx, IoT

Knowledge Management and Participation: My Question to Jimmy Wales of Wikipedia

Posted by Sumair Dutta on Jun 2, 2015 2:06:03 PM

Over the course of the previous 3-4 weeks, I’ve had the privilege to attend some wonderful user and customer conferences. One of these was the IFS World Conference held in Boston. The conference featured the announcement of major milestones (1m worldwide users for IFS Applications) and the continued push around IFS Applications 9 to customers and prospects.

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Topics: Jimmy Wales, Wikipedia, IFS, Perspective, knowledge management, IFS World Conference 2015

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