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
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
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
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
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
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
Many years back, I remember the first time I took my now 6 year old daughter to the dentist (I was grateful that my wife handled these appointments before this time, so this was my first experience with her). For a 4 year old, the dentist typically isn’t the most exciting appointment. It can be frightening that a person with a mask is sticking something in your mouth with a bright light shining in your eyes. God forbid you get a cavity at a young age as this only compounds the fear of going to see the dentist as a result of that drill sound inside your mouth.
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Topics: customer success, customer satisfaction, Perspective
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
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 (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