Move Beyond Cost Cutting to Excel at Fleet Management
Does your organization have a fleet of vans or trucks? Are these vehicles connected? Is it a challenge to track idling, fuel usage, and driving behavior?
Don’t Let the Evolution of Service Pass You By
We have tracked service and manufacturing organizations as they have moved from primarily being managed as a cost center to a profit center.
The Worker Behind the Wrench
Top performing organizations found three key ways to ensure that technicians were valued, engaged, and driven to help deliver exceptional service for customers.
Connecting the Contact Center with the Technician in the Field
What is your definition of support? Make a customer happy, get the customer off the phone as quickly as possible, or is it to identify new cross- and up-sell opportunities from each interaction?
Don’t Miss Out on Success in 2014 – What Not to Do in Service
We provide you with a "do not do list" in order to help you put a stop to things that may be holding your organization back in regard to service.
Have the Right Service Part for the Job Every Time
Data skepticism has seeped into much of our business life, which we discuss in this service parts and field service guest blog post.
Don’t Talk to the Wall, Service Information to the Entire Team
A connected enterprise is an organization which not only communicates across disparate teams but is also integrated in strategy, thought, and technology for improvement and execution.
Should We Own Our Service or Outsource Support?
To own or lease? This discussion is now happening for many service organizations in regard to whether or not they leverage a third-party field service workforce.