As GE prepares for its Mind and Machines Internet of Things (IoT) conference, it added an interesting item to the agenda with the purchase of field service powerhouse ServiceMax for $915m (Press Release). ServiceMax has previously had a footprint in several GE businesses (since Sept 2010) and now GE expects to connect and extend its Industrial Internet of Things (IIoT) vision and Predix platform into the field.
I love to gather my thoughts following our annual Smarter Services Symposium and reflect on the excitement which I believe resonates beyond the event to the broader service and customer support market. My colleagues will cover the strategic and tactical observations stemming from the event in a series of blogs which will be published in the next week+ leading up to next week’s Smarter Services Symposium Recap Webcast (Please Join Us September 27th @ 11am Eastern: Complimentary Registration). To kick this off, Sumair Dutta authored an initial summary blog (Three Days of Service Learning: Three Initial Takeaways). Our blogs and coverage of the event will aim to help you assimilate the ideas, methods and strategies we uncovered at the event which we believe to be groundbreaking.
Note: This is the final piece in our blog series on consumer ratings and perceptions regarding field service. The first two can be found here and here (Part 1, Part 2). To learn more, join our summary webinar where we talk about the key research findings.
Drum Roll Please. Well, not to be too dramatic, but we’ve set the stage for the final results from our field service performance appraisal projects. Remember, US consumers are the appraisers.
Note: This is the 2nd of our 3-part blog series on consumer perceptions of field service delivery. An introduction to the project is found in Blog 1 – Field Service Performance: What Resonates with US Consumers. This post focuses on the opportunity in field service relationship management.
Our research typically focuses on polling the leaders of service organizations. To that end, we’ve documented field service progress and challenges extensively. We look to continue to do so via our ongoing coverage and our annual Smarter Service Symposiums. Recently, we’ve branched out into getting different perspectives and ratings from the various stakeholders in the field service delivery chain. In May 2016, we published a report highlighting key take-aways from direct surveying of front-line field service technicians. The research yielded valuable insights, specifically around the day-to-day obstacles encountered by technicians in getting work done. We will continue our focus on technician-oriented research.
TSC is pleased to announce the newest addition to its Advisory Board: Chris Westlake - Vice President, Service of RK Mechanical, Inc.
TSC’s 2015 field service research indicated that 25 to 30% of organizations are closely evaluating or building the business case for the use of live video or augmented tools to improve field service performance. There are several benefits that can be accrued by the use of live video in field service, particularly in improving first-visit resolution rates where field technicians can rely on live video to get support from higher-level support specialists. As the use of the technology becomes more prevalent, we will see additional benefits as well.
There have been two-three major topics of discussion here in the US at the start of 2016
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.
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.