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Four Service Scenarios: #1 The Equipment-Centric Scenario
We discuss what an equipment-centric service scenario, one of four that Gartner outlines as dominant in field service, actually looks...
Making sure your technicians have the right part, at the right place, at the right time, every time
Michael Israel, Head of Field Service Evangelism at Zuper, discusses how to make sure that your technicians have the right...
There is more to the value of working with a rugged manufacturer than the technology
Ben Baum, Durabook explains how the value of working with a specialist rugged manufacturer goes far beyond simply having reliable...
Is the movement towards servitization growing?
In this feature from a recent FSN Research paper, published in partnership with HSO, we analyze if the movement towards...
Identifying the challenges that telcos face
To understand the issues impacting the telecommunications industry, we begin with an examination of key trends which make these outcome-based...
Understanding that different engineers may require different devices – even in the same organisation
In this excerpt, Ben Baum, Durabook, discusses how different engineers and technicians, even within the same workforce, still often require...
Did the pandemic kill servitization or make it inevitable?
In this feature from a recent FSN Research paper, sponsored by HSO, we look in-depth at the role of servitization...
Is the experience of pressure in the field key to what makes a great remote service specialist?
Martin McLean outlines how the experience of working in the high pressure environment on-site with the customer is a critical...
Critical trends in the telecommunications industry
To understand the issues impacting the telecommunications industry, we begin with an examination of key trends which make these outcome-based...
Aligning Gartner’s four service scenarios in a customer-centric service model
Having explored Gartner's four service scenarios we now look at how these can align in a customer-centric service model
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