August 17 - 19, 2020
The Ritz-Carlton Amelia Island, FL
Whitepaper & Video Center
Defining SLAs to Support Maximized Device Uptime and Outcomes as a Service
As service organizations evolve thanks to technology and new customer demands, their SLAs must also evolve around new concepts in service delivery. This report takes a hard look at trends in service, analyzing how different organizations are approaching concepts such as Outcomes as a Service.
Field Service's Cutting Edge in Technology Report 2018
How are your peers managing the adoption of technologies on the cutting edge of service? We've taken a look at the next-gen tools and solutions that will define the trajectory of service in the age of AI and IoT. Click the image to claim your copy and discover insights directly from your service peers!
Staying connected: Meeting the needs of modern field service customers through technology
Twenty-first-century technological advancement has transformed how businesses everywhere communicate and interact with their customers. Gone are the days of the occasional customer service call. Mobile technology has forever changed how people connect with product and service providers: - Three out of four American adults own smartphones.- The average smartphone user has 60 applications, two-thirds of which see regular use.Most organizations have adjusted to this new reality, offering rich online experiences to their connected customers. But plenty of companies still have a lot of catching up to do, including many in the field-service sector. Only 29 percent of electrical utilities maintain dedicated mobile applications. These companies unconsciously broadcast that they’re not only behind the times but unwilling to adapt.
The Director's Report: Field Service 2017
Fifteen or so years ago, service departments operated as cost centers whose greatest challenges were managing productivity, the efficiency of their service reps, and reducing costs. Since then, manufacturing markets have changed so that service has become a driver for both revenue and customer satisfaction. Service departments are now the primary, competitive differentiation for OEM brands. Now, as they develop a functional relationship with sales and marketing teams, service reps have the lead customer-facing role in terms of driving both revenue and customer satisfaction for the business. Read this report for more of an in-depth analysis. Click on the thumbnail to download the report!
Report: The Key to Competitive Value in IoT-Powered Field Services
The field service management market will reach $5.11 billion by 2020. This growth continues as an increasing number of organizations adopt field service management solutions, not only for real-time information sharing, but also to streamline operations. This Field Service 2018 Post-Webinar Report identifies the opportunities for comprehensive field service management solutions and solving the industry’s top-five strategic challenges with key technologies.
No Silver Bullet: Determining a Service Strategy that Drives Profitability and Utilization
Today, service organizations must truly realize the value of service— not only for their customers, but for the overall value proposition their companies bring to the marketplace. But service teams struggle to find the right formula for success in their evolution. This report, based on ServiceMax’s April 2018 Field Service webinar, introduces paths and processes that lead to organizations’ transformational success.
Field Service Communication: Bringing the Force to Your Field Service Jedi
With ever-expanding methods of digital communication, the expected benefit of increased productivity remains a challenge for many field service organizations. This is especially true as a new generation looks to the seasoned pros—the field service Jedi—for their expertise. This report provides insights into how field service organizations can enable better communication and a more efficient workforce. By tapping into full team support using an All Mode Communication platform, teams can improve real-time response, both safety and security, and both peer and corporate support.
Unlocking the Field Service Supply Chain
As the customer experience becomes increasingly linked to the field service supply chain, service organizations are looking internally, optimizing and integrating back-end systems and processes in order to improve all lines of business. This 2017 Field Service Fall benchmark report identifies the connections between customer satisfaction and back-end operations that provide visibility into customer habits and revenue opportunities. Access this report to improve supply chain management and streamline your organization for exceptional service. Click on the image to the left to download now!
[Whitepaper] The Challenges Facing District Managers
For many organizations, District Managers play a vital role, serving as the all-important intermediary between corporate offices and individual stores or branches. As some of the most important field leaders, engaged, empowered District Managers can be a critical asset to an organization. On the other hand, ineffective field leaders and high turnover at that position can limit an organization’s ability to translate strategy into reality. Field Service teamed up with Square Root on a new benchmark report that uncovers the biggest challenges District Managers are facing. The report includes proprietary data from surveys of more than 900 District Managers, interviews with influential corporate leaders, and actionable insights. Click on the image at left to download this exclusive report!
Training and Outfitting the Tech of the Future: an Astea Report
Featuring the insight of four leading service executives representing several industries, this Astea sponsored report brings the thought leadership of the Field Service faculty to your desktop. Focused on the tech of the future, the report covers: - Creating a customer facing, sales enabled service force - Where the role of the tech will evolve along with technology - Best practices for first time fix and preventative maintenance Click the image to the left to download your copy!
Keeping Pace with Service Technology: How Mobile and the Rise of Big Data are Changing Everything
Technology continues to shape the service industry, with most respondents reporting that they have made the transition to “mobile-first” strategies. Along with an increasing emphasis on mobile, major growth in the availability of data is allowing service organizations to focus on technology components like machine learning, Big Data analytics, and a predictive maintenance paradigm that envisions an end to the break/fix service model.
Field Service Mobility: Learn How to Improve Your Field Service Performance
Field service is at the convergence of many different technology trends, including Big Data, mobile, Internet of Things (IoT), and even augmented reality. As such, the business of delivering field service is becoming more complex. By 2020, there will be nearly 1 billion IoT devices in the field. How should field service businesses prepare for these new technology trends? Field Service Mobility: Learn How to Improve Your Field Service Performance is based on recommendations by industry experts who participated in the 2017 Field Service Mobility webinar.Click on the image to the left to download now!
An SFG℠ Analysts Take: Lessons Learned from WBR’s 2017 Field Service Fall Conference
There were a great many lessons to be learned about field service and customer support so far in 2017 due to a number of factors, including responses to multiple natural disasters (i.e., hurricanes, floods and earthquakes); evolving patterns of customer needs, requirements and expectations (i.e., as a result of the introduction and proliferation of new technologies); a changing competitive landscape (e.g., the consolidation and/or acquisition of many of the “traditional” Field Service Management (FSM) solution providers, as well as the influx of many new start-ups); and so on.