Whitepaper & Video Center

We are in a global skills shortage. Increasing customer expectations, changes in the demands of the role, and the implications of COVID all magnify the challenge. The opportunities that technology and digitalization bring us are immense, but the demand for resources that have digital skills has outstripped the ability to find those resources. In this report, we explore how the next generation of talent, remote technologies, and new service strategies can improve your field service operations moving forward.

In this brief report, we highlight the latest strategies and technologies adopted by Hitachi, Smith's Detection, Varian Medical Systems, Verizon, and Volvo to help you gain competitive advantages in customer satisfaction and increase service revenue.

After two years of disruption, field service teams are preparing for another year of technology-enabled services. And while many look forward to a return to relative normalcy, most would agree that the field service department may never be the same again. This report explores how field service organizations’ technology strategies have changed over the past year. It includes key insights from decision makers and benchmarking information about companies’ ongoing service strategies.

Field service organizations are gradually taking steps toward digital transformation. Amid this process, there has also been a growing movement to transform business operations to meet customers’ increasing demands for proactive service and maximum equipment uptime. In this report, we explore what steps discrete manufacturers and distributors have taken to make their field service operations more asset-centric and outcome-based, and what strategic initiatives they will deploy to achieve an outcome-based business model.

Augmented Reality is already in use within many service organizations, with most organizations now utilizing some form of AR technology within their service operations according to our research. This report explores the current and future use cases of AR, including areas where there is scope for future adoption. It also analyzes how these tools generate ROI and how organizations can apply best practices to achieve the strongest possible outcomes for their service organizations. Get your copy today!

The CTOs, innovation leaders, and field service teams that put new, cutting-edge technologies into service last year have just scratched the surface of what these digital tools can accomplish. This special version of the annual “Emerging Technologies” field service report will explore the sophistication of field service teams’ technology programs, revealing how organizations are tracking the status and reliability of their assets while meeting customer demands for service using new software and hardware. In reading this report, you’ll also learn how field service organizations are incorporating edge computing into their operations, gaining key insights into how this technology can transform data analysis, streamline service delivery, improve operational efficiency, and enhance the many tools and technologies your organization uses today.

Augmented reality (AR) has been so widely incorporated into field service processes that many organizations have reached a significant level of maturity in their deployment of the technology. WBR Insights and Librestream launched a study to identify how AR technology adoption is becoming mature in the field service industry and what steps organizations will take in the next twelve months to improve their business outcomes through AR. This report provides details from that study, including how other technologies, such as IoT-enabled devices and AI-driven computer vision, are impacting the industry, and strategies you can implement in your organization to leverage and scale AR technologies successfully.

Connected devices are becoming more common within modern service environments. However, their potential for data creation, distribution, and applications is not being leveraged to its full potential across the market. In this report, WBR Insights and Field Service explore the methods that service organizations are using to connect their technology environment. We uncover how far along they have progressed on those journeys, as well as forecast their progress on next-generation technology integrations with connectivity solutions. Finally, we show how operations leaders can enact real change with technology adoption, and pioneer a more proactive maintenance model.

COVID has shown us where supply chains aren’t as resilient and where in-person service poses challenges. But we’ve also seen that customers are more ready than ever to embrace new business models. This post-webinar report discusses five key capabilities that can bring continuity, flexibility, and resilience to your business, as well as enable you to continue to transform. These are zero-touch service, integrated parts management, planning optimization, intelligent forecasting, and moving to the cloud.

One of the most important tasks related to Field Service is making sure that technicians have the tools and the knowledge that they need to do their jobs well. Depending on the industry, a technician will be working with complex technology, and may be a contractor without an extensive history working with the specific equipment that the company is using. Knowledge capture is here to fix that, allowing you to retain the know-how that your best technicians and product experts have, and then put it at the fingertips of every tech in the field. This report will show you how, with new data and great insights from leaders in the industry.

In our Q2 2020 Field Service Innovation Brief, we take a look at how leading field service organizations are enabling transformative digital environments. Discover how, even in the wake of a global crisis, companies like Peloton, Schneider Electric, Airbus, and Komatsu America Corp are leading long-term operational and CX progress in their fields.

Claim your copy of this exclusive new report from IFS, covering the triple threat that service organizations need to reach peak efficiency. 

In this new research report, you'll discover how your peers are developing strategies to guide the change management processes associated with the introduction of cutting-edge tech. Based on responses from members of the Field Service community, this piece will help you understand where your own strategies are relative to the market. Claim your copy now to see what the near-future of change management looks like! 

Learn how AI technology can help your business: Capture data from siloed and scattered sources, like CRMs, WFMs, field notes, service tickets – and even the minds of tenured employeesEmpower your entire service team with access to data that helps them solve service challenges more efficiently. Make significant performance improvements in first contact resolution, parts consumption, and service costs. Speakers:Mark Hessinger, VP of Global Customer Services, 3D SystemsChris Caron, VP of Global Sales, Aquant

The moment in time for service is being defined by advancements in technology. As new tech shapes what is currently possible, it's also impacting the long term plans of your direct peers. find out how, in the second annual release of our Field Service Cutting Edge Technology study! Claim your copy now. 

As field service organizations transition towards a more connected service paradigm, they need building blocks for smart, connected equipment and machines to begin their progress. This guide offers an in-depth view of the foundational elements that support a more connected service enterprise and will help you position yourself for the outcome-based solutions your customers want and demand.

Learn from Hitachi Solutions' Field Service Practice Lead as he discusses how your service organization can more effectively transition to an outcome-based service model. Claim your copy of this free, informative report now! 

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. 

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.

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.

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.

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.