Whitepaper & Video Center

The service department was traditionally an extension of operations, as it was generally considered to be oriented toward both efficiency and cost reduction. But in recent years, field service departments have demonstrated that they are an essential value engine for the business. In the first annual Chief Service Officer Report, we explore how CSOs are addressing the most pressing challenges in field service and learn how the role has evolved in recent years. This report also contains benchmarking information and key recommendations from C-level service leaders!

Learn about how Schneider Electric recently implemented a number of initiatives aimed at nurturing the crucial and evolving partnership between field service, customer service, and data analytics teams.

In this brief report, we highlight some top field service challenges, as well as the latest strategies and technologies adopted by John Deere, Kone, RICOH, and Siemens to help you gain competitive advantages in customer satisfaction and increase service revenue.

With the circular economy top of mind, organizations are rethinking their supply chains, their workflows, and their delivery cycles. Companies are demonstrating higher margins by taking advantage of AI in their service management operations in a way that aligns closely with their sustainability goals as a result. This report explores how AI can help your own service business reduce its carbon footprint.

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!

In this brief report, we highlight the latest strategies and technologies adopted by 3D Systems, Acuity Brands, Caterpillar, Cummins, and Ford Motor Company to help you gain competitive advantages in customer satisfaction and increase service revenue.

Communications Service Providers (CSPs) have faced increased challenges since 2020. Now, CSPs and the contractors that work with them, are pursuing strategic opportunities to both recover and thrive in this dynamic business environment. This report explores how CSPs and contractors are combining their digital and human-centric strategies to become more customer-oriented in their field service operations. With benchmarking information and key suggestions from industry leaders, the report presents new ideas and insights into how the communications service industry can move forward.

Field service is becoming more complex as software and distance-based service are normalized across industries. But service leaders must continue to view these concerns through the lens of how their organizations can deliver efficient resolutions, drive new revenue streams, and enhance the customer experience. Based on a 2021 digital event by IFS, this report features insights from three industry thought leaders on how service can become a more agile and competitive part of the organization.

At service organizations, large quantities of data are now collected in the field. Connected IoT devices inherent in deployed assets deliver operational data directly to the organization remotely. Other types of data, such as qualitative data collected by service representatives and through customer surveys, are also being collected. This report explores how service organizations are currently using their field data to optimize their revenue operations by merging service, sales, and marketing. It provides benchmarking data, suggestions, and best practices from service leaders to help the reader identify new opportunities in their data.

Demand among consumers for home-based services is rising, and expectations are higher than ever. There is also increased demand for self-service, as both businesses and consumers strive to resolve challenges in less time and at less cost. This research report explores how field service organizations are currently leveraging their technologies to deliver a better customer experience and drive revenue. It also includes benchmarking information from field service leaders and key suggestions on how to create a field service function that’s prepared for the future.

When purchasing machines and equipment, companies no longer think in linear terms. Instead, they also consider the maintenance needs and lifecycle of the equipment, as well as the ability of their teams to deliver on their service promises. Field service organizations have recognized this trend, implementing new strategies and technology solutions to turn maintenance into a booming and proactive profit center. Within the context of these shifting models, this report explores how field service organizations are incorporating new technologies and modes of service—including self-service—into their offerings to deliver more support and consistent uptime for their customers.

In this brief report, we give you a snapshot on the latest strategies and technologies adopted by Baker Hughes, Honeywell, Johnson & Johson, NCR, Schneider Electric and Siemens to help you gain competitive advantages in customer satisfaction and increase service revenue.

Filed service companies are experiencing a shrinking pool of the skills they need – a problem that is only expected to get worse, not better, over the coming years. In this case study, we take a look at what’s driving the field service skills shortage, and what companies can do to attract and retain top talent in the years ahead.

In their 2019 survey with IDC Corporation of over 200 manufacturing companies, IFS found that organizations that had committed to digital transformation by appointing an individual at the C level and investing significant sums in research and development had genuinely benefited from a significant annual increase in both revenue and profits. This report explores how three forces in field service—intelligence & autonomy, outcome-based business models, and an evolved approach to workforce management—contribute to these tangible results.

In this new report, you'll discover how leading organizations are developing talent strategies in the face of heightened competition. Between contingent technicians, learning management tools, and millennial outreach, give yourself the tools to excel in this tight market. Read the report now! 

Self-service support represents the next step in the evolution of the customer experience – a blend of interactive technologies capable of being initiated on demand by the consumer, and designed to enable customers to do research, find products and services, or troubleshoot support issues and queries for themselves.

In this brief report with John Deere, Ford, Lockheed Martin, Philips and Siemens, 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.

BUNN and the Field Service conference series partnered to produce a webinar that showcased how technology-enabled field service technicians can produce higher levels of customer satisfaction and a significant ROI in terms of both costs and efficiency. Specifically, the webinar focused on how BUNN’s implementation of the augmented reality (AR) and remote expertise solution Help Lightning helped them turn the field service branch of their company into a profit center.

In this brief report with Honeywell, Lockheed Martin, Siemens, Boeing and GE Digital, 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.

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.

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.