The Service Council's Blog


Recent Posts

Field Service Needs 'The Force'

Posted by sumairdutta on Dec 15, 2015 3:24:32 PM

I had to summon the force on this one. It had to be done.

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Topics: mobile, Field Service, Perspective, mobile maturity, mobile applications, star wars, the force

Customer Success Confuses Me

Posted by sumairdutta on Nov 20, 2015 2:25:22 PM

I love the concept of customer success. I've argued in recent blogs that it is going to be a necessary concept for organizations to embrace in the coming era of service and support. A recent interview conducted with Egnyte shows the incredible value of a well run success program.

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Topics: Service Management, customer success, customer satisfaction, Perspective, retention

Calm Technology and Field Service

Posted by sumairdutta on Nov 13, 2015 11:28:23 AM

At a recent HubSpot conference in Boston, I sat in on a session on Calm Technology led by Amber Case (@caseorganic, or web). Fascinating stuff really and the best talk at the conference in my opinion.

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Topics: mobile, mobile field service, Field Service, Perspective, calm technology

Six Takeaways from ClickConnect 2015

Posted by sumairdutta on Nov 11, 2015 4:14:50 PM

ClickSoftware held its annual user event in Miami a few weeks ago. Given that ClickSoftwareis one of the biggest providers in the field service space (over 700k resources optimized), it was vital that we were present to track updates and announcements. This was also the first ClickConnect user event held as a private company (Our commentary) and under the helm of new CEO, Tom Heiser.

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Topics: mobile, News, Field Service, IoT, clicksoftware, clickconnect, utilities

The Evolving Escalator of Value: My Visit to Aftermarket Europe

Posted by sumairdutta on Nov 3, 2015 10:34:19 PM

In late October, I was extremely pleased to visit and serve as the chairman for Aftermarket 2015 in Noordwijk, the Netherlands. This is an annual conference for service leaders put together by the Copperberg group and my comrade Thomas Igou. The audience is primarily made up of senior-level service leaders of European organizations or the European units of global organizations.

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Topics: Service Strategy, customer service, Field Service, Perspective, IoT, aftermarket, Europe

3D Printers in Service Vans: Lets Pump the Brakes

Posted by sumairdutta on Sep 25, 2015 11:04:19 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, Uncategorized, 3D printing, service supply chain management, 3D printers, service parts

Field Service with the Customer in Mind

Posted by sumairdutta on Sep 15, 2015 8:01:57 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

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