The Service Council's Blog

Sumair Dutta

Recent Posts

Notes from Maximize 2015: Elevate, Connect, and Succeed

Posted by Sumair Dutta on May 28, 2015 11:17:44 AM

It’s been a busy couple of weeks with some major events in the service management and field service spaces. Hence the slight lag in my reporting. Between May 13-15, John Carroll and I had the opportunity to attend Maximize 2015, ServiceMax’s major user event in San Francisco, CA. The event was extremely well attended with over 600 participants from brands such as Coca Cola Enterprises (Europe), Schneider Electric, and GE Software. Several TSC members and research panelists were also in attendance.

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Topics: GE Software, SightCall, maximize, News, Field Service, PTC, ServiceMax, Perspective, IoT, Coca Cola Enterprises

The Internet of Things Establishes a New Normal in Service

Posted by Sumair Dutta on May 8, 2015 6:31:44 AM

The Internet of Things (IoT) delivers a significant boost to organizations looking to provide better service and maintenance. Data captured directly from equipment and machines allows servicing organizations to better predict future failures and resolve them prior to occurrence. In cases where incidents do occur, intelligent failure analysis and diagnosis allows for intelligent dispatch of the right resources to ensure that the issue is resolved effectively on a first-visit.

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Topics: Internet of Things, connected products, Field Service, Perspective, connected service, remote service, IoT

Field Service Still Undervalued as a Discipline

Posted by Sumair Dutta on Apr 30, 2015 7:03:22 PM

Today we heard the news that ClickSoftware was being acquired and taken private by Francisco Partners. Personally, I have covered ClickSoftware and worked with their team over the course of the previous 10 years and wish them the best as they enter this new journey. ClickSoftware has been, and continues to be, a key player in the field service automation space, and I look forward to tracking their progress moving forward. Over the course of the previous 12 months, two major software providers focused on field service, in TOA Technologies (by Oracle) and ClickSoftware, have been acquired. Most of the field service providers that started off as scheduling optimizers have now been accounted for. There aren’t many independent enterprise-focused field service software companies left.

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Topics: field workforce, mobile field service, News, Field Service, Perspective, IoT, clicksoftware

March Madness at The Service Council

Posted by Sumair Dutta on Mar 25, 2015 9:42:20 AM

Yes, it’s March, and that usually means lower productivity and a heightened sense of chest thumping tied to respective college basketball teams, atleast in North America. (I am very guilty of this given that my alma mater is a No.1 seed). While pockets of fans are tuning in across the rest of the world as well, these fans are probably much more interested in the madness of the Cricket World Cup taking place in Australia and New Zealand.

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Topics: Customer Experience, Hewlett Packard, collaboration, HP, Ingersoll Rand, Vivint, Internet of Things, Talent Management, Safelite Autoglass, Xerox Corporation, News, Aging Workforce, customer value, Perspective, Zappos, knowledge management, KONE Elevator, Service Data, big data, Millenials, customer experience design, IoT, Smarter Services

Getting to Customer Value with The Internet of Things

Posted by Sumair Dutta on Mar 2, 2015 7:13:51 AM

The Internet of Things (IoT) is a major topic of discussion. Analysts, technology companies, governments, and more are voicing their opinions on the upcoming IoT revolution. The folks whose opinion is most pertinent, the organizations deploying Internet connected products and services, and their customers, are actually evaluating if IoT truly holds the promise that we all think it does.

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Topics: Service Strategy, enterprise value, Internet of Things, customer value, Perspective, service value, enabling technology, IoT

Getting More with Self-Service

Posted by Sumair Dutta on Feb 18, 2015 9:42:22 AM

Organizations, that support consumers and enterprises alike, are looking to enhance the self-service opportunities available to their customers. A 2014 The Service Council research effort found that 6 out of 10 organizations were looking to provide increased self-service resources to their customers.

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Topics: customer service, self-service, customer engagement, multi-channel service, customer experience management

Deflategate and Always Blaming the Service Guy

Posted by Sumair Dutta on Jan 29, 2015 7:31:03 AM

Its Superbowl week, and as always we’re spending a lot of time talking about the teams, strategy, matchups, snacks, and more. It's a fun time, especially if you’re a fan of the New England Patriots or the Seattle Seahawks (sorry Packers fans). However, this year, there seems to be way too much attention being paid to Deflategate and the atmospheric conditions that impact ball pressure. It's all a little media circus.

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Topics: Service transformation, deflategate, Perspective, service culture, Superbowl, service priority

Surprising Takeaways from Our Recent Field Service Research

Posted by Sumair Dutta on Jan 16, 2015 8:40:17 AM

The Service Council, with the aid of the SmartVan community, surveyed over 180 service and manufacturing organizations on the state of their field service businesses. The results are extensive and we are compiling the findings over the coming weeks. Here are some surprising takeaways:

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Topics: mobile, Field Service, Trends, video, Perspective, talent

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