Whitepaper & Video Center

Today most service organizations operate as profit centers instead of cost centers. Service executives are constantly thinking about how they can create greater efficiencies to lower cost and provide better service, and also how to generate more revenue. In addition, they are determining the best ways to attract and retain new talent with the aging workforce, and how to keep their teams engaged since higher employee satisfaction and engagement is positively correlated with high levels of customer satisfaction.It seems the driving force behind all of these priorities and enhanced procedures is remaining competitive to retain the end user customer and drive more service revenue. Service organizations are investing heavily in technology to support all of these efforts. But which ones will actually make a difference to the customer, or move the needle of service within their organizations? Read on to determine where you should focus your efforts over the next 1 to 3 years.

For manufacturers and distributors, service has become an important competitive differentiator and a huge driver of both revenue and customer satisfaction. This is causing a shift in business models as these companies make cultural, engagement, and technological advancements in selling not only products but outcomes. In this 2019 report, we benchmark how the latest tools in field service are improving results for customers, service teams, and business as a whole. Featuring a dedicated, in-depth analysis of four technology categories, these real-world data provide you with a complete picture of the cutting-edge technology performance landscape.

In the medical devices business, it’s imperative that companies get optimal results without impeding upon the testing functionality of equipment while dealing with live human samples. A virtual interactive presence enables experts to virtually reach out and ‘touch’ what their service technician or customer is working on remotely using existing mobile devices to deliver on these requirements.

Discover how your peers are actively implementing the IOT in this new case study showcase! You can claim your free copy by clicking the image. 

Digitization isn't reaching everyone, according to Entyle's Aftermarket Engagement survey reviewing progress among OEMs. You can learn for yourself how to advance your own digitization efforts when you download your copy of this exciting new report! 

Over the past decade, service has emerged as a huge driver of revenue and customer satisfaction. Customers now choose a piece of equipment based not on specific product attributes, but on the quality of the service that the company can provide, or what level of guarantee they have that the product will be operable. Service is now seen as an important competitive differentiator. Technology advancements like remote connectivity have increased the lifespan of equipment, minimized downtime, and contributed to fewer onsite visits, which have all increased customer satisfaction. The relationship between sales/ marketing and service is more important than ever since service is contributing more revenue with extended service contracts. In this brief report, we give you a snapshot on the latest strategies and technologies you’ll need to gain competitive advantages in customer satisfaction and increase service revenue.

As field service organizations face increasing pressure to offer competitive service models, new technologies are transforming the way technicians connect with customers, enhance customer experiences, and drive business value. In this report, we take a look at how Help Lightning’s remote video support AR technology is driving success for three companies and their field service operations.

In a customer-centric market, customers are developing requirements for more agile service and better, sustained product quality. Now, manufacturers are exploring technology-driven service solutions, including IoT for rapid response to equipment issues and mobile connectivity for immediate access to data and analytics. This report focuses on how manufacturers leverage technology investments—including IoT, mobility, and digital transformation—to service customers, deliver custom experiences, and optimize their processes and business outcomes.

As the service economy evolves, field service has come to the forefront of business and operations. As knowledgeable professionals, engineers increasingly perform as experts and advisors to customers whose equipment aligns with their key lines of business. In this report, discover how companies are transforming the connected field service environment, using knowledge sharing to help technicians deliver high-value customer experiences in the field.

Field Service organizations have matured beyond speculating about the possibilities of Internet of Things (IoT), where 42% of field service organizations have already incorporated IoT and 31% plan to do so within 24 months strictly to improve customer satisfaction and loyalty, let alone initiatives.This report benchmarks organizations’ successful applications of IoT to drive true business value. Featuring quantitative and qualitative analyses of maturity and ROI, you will discover how IoT applications drive value in operations, analytics, business decision making, customer experiences, and more.

Field service customers are evolving, so that exceptional technical performance is no longer the industry’s key differentiator. This industry benchmark report provides insights that help you maximize the lifetime value of your customers by increasing the business value of all customer touchpoints—both digital and personal. Discover how customers are reshaping the industry by placing greater demand on the companies and technicians with whom they regularly do business. And learn how the best of these companies are taking advantage of new opportunities to increase customer loyalty, retention, and revenue.Click the image to the left to download now!

The Internet of Things is a concept that has far reaching potential for service operations. In fact, the scope of the technology can make it difficult to appreciate some of the more defined aspects of how it will be disruptive. New from Field Service, our IoT technology profile explores how innovations are already in the field, and where the technology will take service in the next several years. Click the image to the left to download your copy now!

WUS_59796The field worker of today has an opportunity to seize. In the past, they would have relied on paper forms, heavy manuals, phone calls, and many daily emails just to try to gather information from the field. The field worker of yesterday was completely disconnected, with no way to get information to and from the office without physically delivering it. With mobile technology, we can now deliver the data in real time. The field worker of tomorrow and their managers, along with their administrative team at the office, will be completely connected in an efficient way that institutes productively collecting data as part of their day-to-day business. Click the image to the left to download now!

Click the image on the left to download now! The rate of technology adoption by field service workers continues to accelerate and with it mobile data consumption. The success of any mobile deployment, however, hinges on its reliability. Intermittent network connectivity or poor application stability can leave an employee cut off from essential information they need to do their jobs, leading to a frustrated worker and an unsatisfactory customer engagement. In short, as mobile utilization grows, the need for solutions that support workers with reliable, secure network connectivity will increase significantly. Key topics include:How mobile is being adopted in the field todayCommon mobile issues and connectivity challengesManaging mobile deployment and overseeing solution implementation in the fieldResponsibility for mobile deployment and the structure of mobile programsLooking at growth of the mobile workforces and supporting solutions

Customer demand for visibility and empowerment is coinciding with a great transition of knowledge from veteran technicians to new field service recruits. Now, field service companies must transform how they manage service operations to meet those requirements.This study of 100 industry leaders identifies the connections between new technology and customer satisfaction. It gauges industry readiness for knowledge transfer between generations as well.

Over the past decade, service has emerged as a huge driver of revenue and customer satisfaction. Customers now choose a piece of equipment based not on specific product attributes, but on the quality of the service that a company can provide, or what level of guarantee they have that the product will be operable. Service is now seen as an important competitive differentiator. In this brief report, we give you a snapshot on the latest strategies and technologies you’ll need to gain competitive advantages in customer satisfaction and increase service revenue.

The field service industry is changing. Emerging trends are shaping the future of field service management technologies. Now, teams are leveraging them to improve upon three key market drivers: customer experiences, operational efficiency, and business agility.Based on our Q4 2017 webinar with ClickSoftware, this report provides insight into the major trends impacting businesses across industries and how field service organizations are responding.

In Q1 2017, the Field Service USA conference convened, bringing together leaders in the service industry. Their responses to the on-site benchmark survey delivered there are analyzed in the following report, accompanied by select insights from industry thought leaders.

New emerging business models are shaking up the field service industry with the rise of IoT. To succeed in moving toward solution-selling models, the number one priority for field service organizations is to make sure equipment remains up and running.This report—based on ServiceMax from GE Digital’s December 2017 webinar of the same name--provides insights into how to best deliver outcome-based services by using more proactive maintenance models, pursuing zero unplanned downtime, and shifting from hardware to software solutions.