Key Factors to Improving Employee Engagement in Field Service


Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes.

Preparing for the Connected Customer


Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service. This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber.

Trending Sources

Top 3 Field Service Trends for 2015


The field se rvice industry has changed. Not only for the customer, but also for field technicians. The service expectation is a “more for less” model, harnessed by the need for fast and friendly problem-solving. Many emerging field service trends from years past are solidifying themselves as industry-norms that service companie s should optimize on to achieve success in 2015 and beyond. Among the most impactful trends are: Heightened Customer Expectations.

How to Make Outsourcing Work for Field Service


More service organizations are outsourcing work to an increasingly complex network of dealers, third-party providers, and independent contractors as the struggle to meet increasing service demands without expanding their own internal resources. While outsourcing is nothing new in the service industry, the nature of these partnerships is changing – and so is the technology used to ensure outsourcing is successful.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

Executive Panel Q&A: User-Adoption for the Future of Field Service Software


As workforce management software and mobile field service software continues to drive the future of field service, it is critical to ensure that the proper training, user adoption and compliance takes place.

Simplifying the Internet of Things for Field Service


The Internet of Things (IoT) is a hot topic across multiple industries, and the universe of connected assets is growing every day. Gartner predicts there will be 6.4 billion connected things in use by the end of this year, and 5.5 million new assets are connected to the network every day. Further, Forrester Research found that 23% of enterprises are currently using IoT, and another 29% are planning to do so within 12 months.

Service Innovation…What’s your game plan?


Is Service Innovation Treated with the Same Diligence as Product Innovation? The service sector is growing and today accounts for 70% or more of the gross domestic product (GDP) in many countries. The increasing dominance of service, around the globe, is causing many companies to re-evaluate their service offerings to not only just retain customers but to stay ahead of the competition. Digital businesses are disrupting traditional business models.

How to Manage and Optimize Your Third-Party Service Outsourcing Strategy


Meeting expanding field service demands can put a strain on your service center and other resources.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Knowledge Management for Service Excellence


Competitive pressure and customer demands are forcing field service organizations to step up their game when it comes to the use of mobile technology and data analysis.

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Mobile Modernization for Field Service


Mobile technology is well-established in the field service market. Many field service organizations have already invested in mobile solutions that are aging or obsolete.

Redefining the Next Era of Service Innovation: Time for Breakthrough Change


As a service company, how do you approach innovation? Is it even on your radar? If not, you aren’t alone. Recent research by The Service Council indicates that the service industry in general could be doing more to drive innovation. Astea and The Service Council presented the findings of that research in our recent webinar, “ Redefining Service Innovation: It’s Time for a Change.”. In many companies, innovation resources are targeted at new product development.

Bridging the Service and Sales Divide


Service has become a critical source of revenue, but at many companies there is still a big disconnect between the service organization and the sales infrastructure that could be impeding revenue growth and leaving customer needs unaddressed.

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Workforce Management Software: Driving the Future of Field Service


The ultimate goal of a field service organization and the service leader is to efficiently close work orders and leave customers with a p ositive view. As technology and information continue to advance at a rapid rate, it is critical for business leaders to adopt workforce management software and mobile field service software tools to stay one step ahead.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Are you interested in driving outstanding customer experiences?


If you answered yes, then you won’t want to miss our upcoming webinar on March 9th: “Getting the Right Prescription for Driving Outstanding Customer Experiences” Digital technologies have driven radical change and disruption in the service sector. Customers are now seeking a new class of more personalized service offerings. In order to stay ahead, companies need to capitalize on these predictive and prescriptive technologies to uncover transformative outcomes.

Physical Electronics Goes Beyond the Surface When it Comes to Optimizing Service


Physical Electronics (PHI), the world’s leading supplier of UHV surface analysis instrumentation, has signed a software-as-a-service (SaaS) contract for Astea’s service management and mobile workforce platform. Physical Electronics aims to leverage this powerful and feature-rich cloud solution to streamline and strengthen their service business reinforcing their commitment to providing world-class service and support.

5 Ways Technology Will Continue To Change The Role Of The Technician


As technology continues to evolve, the prospect of smarter machines is creating a paradigm of preventative, even predictive maintenance, making it so that something no longer has to break before a technician is deployed to fix it.

Top 5 Strategies Powering Service Performance


With all of the rapid advancements in field service technology and the demographic changes taking place, it can be difficult to keep up with new developments. As if field service executives didn’t already have enough on their plate.

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Discovering Untapped Value in Your Field Service Infrastructure


Field service organizations that have invested in field service automation and mobile technology have taken the first critical steps i n optimizing their operations and improving customer service. But without continuous measurement and improvement, they may not be getting the most value out of their technology infrastructures.

6 Trends to Tackle Your Top Field Service Challenges


Field service has rapidly evolved into a critical revenue center in many industries that formerly relied on new product sales for profits. Service organizations are in the midst of a business model transition in terms of how they deliver service, interact with customers, and develop new lines of revenue. Legacy operational models may no longer be sufficient to meet customer demands, remain competitive, or deliver the margins upper management expects to see.

What’s Your Mobilization Strategy?


Customers want faster service, better service, and more information about field service delivery. The only way to provide this real-time information to customers is to inject mobility into your field service operations. Mobile field service management solutions can provide a wide variety of features and benefits for service organizations, from time/material tracking and scheduling/ dispatching, to contract management, navigation, and reporting and analytics.

Unleash the Power of Service Analytics


Field service leaders are inundated with data. From location and telematics information generated by fleet management systems, to productivity and parts ordering statistics from the work order management systems, and now real-time equipment status data from (machine-to-machine) M2M and Internet of Things (IoT) solutions, there is more information available than ever before that can be used to better manage your operations.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Maximizing the Value of Today’s Mobile Tools


The evolution of mobility for field service firms has made the discussion around paper moot. Nonetheless, many organizations are still struggling to take mobility to the next level, so that it can provide the intelligence technicians need to speed resolution effectively. Many firms have identified the field service team as a channel to not only deliver service but also interact with the customer.

Access to the Right Information Empowers a Results-Driven Workforce


Field service has traditionally seemed quite simple. An asset or piece of equipment breaks, the customer notifies the service organization, dispatch schedules a field technician, the technician arrives within an agreed upon service window, fixes the asset, and then moves on to the next job. This process repeats itself for many service organizations, many times over, on a daily basis, and thus organizations have gotten really good at scheduling a technician to fix a down asset.

How Mobile Field Service Solutions Can Help Improve Customer Service


Your field technicians have a tremendous impact on your customers and maintaining your organization’s relationships with them. Delivering value through service resolution can improve customer satisfaction and increase revenue through more repeat business and sales of new service contracts.

How to Drive Differentiated Service Revenues


Finding ways to drive new revenue is one of the top business challenges facing service organizations today. According to the Technology Services Industry Association (TSIA), 76% of companies are struggling with service revenue growth. While service has become an important profit center for many companies, in some industries it has been treated as an afterthought –- something that’s practically given away to ensure a product sale or a contract.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How “T-Rex Arms” Help Uncover Rich Customer Insights

Kerry Bodine

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing.

Feeling Overwhelmed By Journey Mapping? You’re Not Alone

Kerry Bodine

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third.

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Silos don’t have to hurt your CX, but they often do

Customer Bliss

Let’s talk about silos for a second. The concept of silos is so pervasive in business that I don’t even need to define what they are for you — there’s nearly a 100 percent chance you already know. And, to be honest, they’ve been around for years.

Continuing Education at ReviewTrackers


Imagine a work environment with leaders who support and encourage professional and personal growth and creativity. This is the type of work environment where trying new things is encouraged and expected. ReviewTrackers is this place.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Why The World is NOT Full of Guys

Steve DiGioia

please use the correct words This original article was written by Steve DiGioia. Respect. We all want it, need it and deserve it. But when we use words that have “no meaning” we carelessly speak with disrespect to our customers. Why do we continually refer to “everyone” as a guy?

Align CX to Drive Tangible Business Results


Depth of Insight + Breadth of Influence = Speed of Success Register Now – June 22, 2017 Based on the 2016 CXEvolution Survey by MaritzCX, only thirty-eight percent of customer service (CX) professionals say their programs are successful.

How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

Hypothesis Journey Maps: Necessary AND Dangerous

Kerry Bodine

I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.