White Papers, eBOoks and Written Reports


 

Mobile Data-Collection: How and Why You Should Ensure Your Service Engineers Harness the Data All Around Them

 

Mobile-Data-Collection-How-and-Why-You-Should-Ensure-Your-Service-Engineers-Harness-the-Data-All-around-them_v6.pdf-1In today’s field service sector, companies are facing an increasingly complex set of challenges and the collation and analysis of data paradoxically seem to often be found at both ends of the spectrum...

An interesting symptom of operating in a world of technological advancements, is that when we talk about data collection within a field service context the topic immediately turns to IoT - but in doing so are we overlooking one of the most important resource in a service organisation already at our disposal - the field service engineers themselves?   

In this white paper, we will explore how field service companies can utilise their service engineers to collect data whilst in the field simply by using their existing mobile devices and how this can then lead to improvements in customer satisfaction and operational efficiency.

 

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Building a Case for Investment in Service Technology

 

Building a case for investment in service technology.pdf-1There are a number of key factors that can help you convince the board to invest in the tools to allow your field service operations to flourish... 

As a service leader, you may well have realised that your field service operation is in need of investment for the latest technology but sometimes convincing board executives, especially in more traditionally aligned businesses where service can be seen as a ‘dark art’ can be an additional challenge.

This white paper looks at some of the core arguments for investing in FSM solutions including: financial benefits, health and safety benefits and greater customer engagement opportunities. 

 

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Trends in Spare Parts Management

 

Trends in spare parts management.pdf-1

Conference producer Copperberg have recently spoken to over 60 aftermarket professionals as part of their research ahead of next year’s Spare Parts Business Platforms being hosted in Stockholm, Sweden and Warwick, UK. Here we take a brief look at some of the core trends reflected within that research...

 

It was with great interest that we took a look at the insights from a recent research project undertaken by Copperberg. The research was conducted online across the last month primarily to Copperberg’s own audience of conference delegates. Some key facts revealed include: 

  • 91% of respondents see Inventory Management as being important in the next 12 months
  • 32% of respondents see Parts Pricing as being very important in the next 12 months
  • 66% of respondents see eCommerce as being important in the next 12 months

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Mobile Resource Management for Dummies

 

 mobile workforce for dummiesYes, thanks to the good people at Verizon Connect the mobile resource management sector now has it's very own edition of the iconic for dummies series of help books...

Mobile resource management can help you to connect the vehicles, people and the work that is being done outside the four walls of your office - helping you to optimise your business to drive safety, productivity, efficiency and speed the delivery of new services. 

Yet a lot of field service managers and even directors are unaware of what's really happening out in the field so are missing opportunities to improve those efficiencies by acting on their failings and building on their strengths.

Download this excellent 70 page eBook to make sure your organisation is not overlooking any aspect of your field service operations now!

 

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5 Considerations for Building a FSM Request for Proposal

 

5 considerations for building a FSM request for proposal.pdf-1Selecting the right field service management solution to drive your business forward is a decision you simply need to get right, building a strong RFP is the foundation to getting this critical call correct... 

Whether it is the first time your organisation has implemented an FSM system or if you're upgrading from an older legacy system, adopting a new FSM solution is a hugely important step towards being able to meet the increasingly difficult demands of keeping both your customers and shareholders happy simultaneously. In this white paper, we offer you 5 fundamental points to consider to help you ensure that the RFP you build gives you the very best chance of selecting a solution provider that will be able to work with you to deliver the system you need to allow you to improve efficiency in the mission-critical operations of field service.

 

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A Wind of Change - When and How to Implement an FSM System

 

A Wind of Change - When and How to Implement an FSM System .pdf-1An excellent overview of when to upgrade your FSM system and how to ensure your implementation process is smooth and efficient...

As technologies like Internet of Things and Augmented Reality drive concepts such as ‘connected field service’ from futuristic vision to genuine process, an upgrade of your FSM system may soon become unavoidable. 

The problem is that a FSM solution is of course mission critical and therefore any disruption caused when changing such an important system must be managed and minimised. With this in mind this white paper explores key signs that it's time to upgrade a FSM system and best-practice thinking on  change management methodologies.

 

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Asset and Service Data Gravity

 

Asset and Service Data Gravity whitepaper 2018.pdf-1Data is one of the key driving forces underpinning the modern-day economy, but asset and service data specifically is absolutely crucial...

ServiceMax, a GE Digital company, has commissioned a wide-reaching research project across a total of 600 IT and field service decision makers to understand how asset and service data are shaping our industry. Findings include:

  • 89% of respondents believe a move to  outcome-based business models will enhance their industry
  • Only 50% of respondents report that they completely trust the asset service data that they have access to
  • 77% of respondents state the pace of data intelligence digitally collected is outpacing the skills of those using the data

 

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Changing Face Of Field Service Engineer

 

Changing Face Of Field Service Engineer.pdf-1Field Service News and ServiceMax have undertaken a research project to take a deep dive into how the role of the field service engineer is evolving. Here we bring you the key findings and trends revealed by this research...

Our industry is rapidly evolving. Technology is continuously pushing the boundaries of field service efficiency whilst simultaneously customer expectations are becoming ever more demanding. 

So what does this mean for the Field Service Engineer of tomorrow? This report looks into this exclusive research and explores the trends revealed to build a picture of what the Field Service Engineer of 2022 (incredibly only five years away) will look like and explore what role the growing importance of technology in field service delivery will play in shaping the way we approach acquiring, training, and developing talent within the field service sector. 

 

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Flawless Field Service: Delighting Customers 

 

Digital Guide - Delighting Customers.pdf-1This excellent resource published by Cognito iQ offers some insightful thinking into how you can not only meet but exceed increasing customer expectations...

With Gartner reporting that in 2017 '89% of marketers expect customer experience to be their primary differentiator' we now operate in a world where meeting customer expectations is no longer enough. We must now be aiming to delight our customers in every interaction if we are to out-perform our peers. 

The risks of failure are great with £37Bn a year being lost in the UK alone due to bad service, but the rewards are clear with 86% of people saying they would pay more for better service...

 

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Flawless Field Service: Employee Engagement

 

Digital Guide - Delighting Customers.pdf-1Field service is not just about IT and processes, nor is it just about parts and engineering. It is about people...

That’s why this  guide from Cognito iQ focuses on ensuring your employees are engaged and empowered to deliver their very best performance. This guide explores a number of key topics including... 

What employee engagement entails
Changing a company culture with employee data
How Konica Minolta reduced employee attrition rates from 50% to 9%

 

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Realizing Returns on IoT Investments Across Field Service Environments

 

FieldServiceIoTReport4Astea.pdf-1How IoT applications drive value in operations, analytics, business decision making, customer experiences, and more...

In 2018, Field Service organisations have matured beyond speculating about the possibilities of the Internet of Things (IoT). 42% of field service organisations have already incorporated IoT and 31% plan to do so within 24 months strictly to improve customer satisfaction and loyalty, let alone other initiatives.

With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. This paper looks at the barriers which prevent companies from delivering omni-channel service and then goes on to look at process and technology changes required to overcome these

 

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Five Fundamental Elements to Expects in a FSM Solution

 

Five Fundamental Elements to expect in a FSM solution ­ and how to get the best of them.pdf-1This exclusive Field Service News white paper takes a look at the most important core elements you should expect from a Field Service Management solution and how to get the most from them....

Field Service Management technology has become essential to service delivery excellence. Service excellence is no longer a USP but a baseline requirement.

However, whilst technologies such as IoT and Augmented Reality are grabbing the headlines their potential is greatly diminished unless you have a fundamental layer of technology in place already. This white paper explores what to expect from a FSM system and offers best-practice tips to help you get the most from your investment.. 

 

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FSM System Analysis report: Microsoft Field Service and eBECS

 

fsm-system-analysis-report-microsoft-dynamics-365-for-field-service.pdf-1Whether you are taking your first steps away from white boards and manual processes or you are looking to upgrade an existing legacy system, investment in a Field Service Management system is a crucial business decision that absolutely must be throughly researched...

Taking an in depth look at the capabilities of this FSM system, FSN Editor-in-Chief, Kris Oldland outlines both the core strength and potential weaknesses of the system, whilst comparing a standard implementation and the enhanced implementation options offered by eBECS.

We focus in particular on the following capabilities : 

  • Mobile | Scheduling | Reporting | Integration |The additional BECS IP

 

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An Even Playing Field?

 

How Technology Has Levelled The Playing Field For Large and Small Field Service Companies to Compete Side by Side.pdf-1How technology has levelled the playing field for large and small service companies to compete side by side...

Has the playing field so neatly levelled off by the introduction of the Cloud, once again become skewed in favour of the enterprise-sized organisations by the latest key technologies?

In this white paper we shall be exploring three of the key technologies that are driving field service companies forwards; Cloud, IoT and finally, Augmented Reality (AR) as we try to identify if technology has truly given SMB field service companies an equal opportunity to deliver highly competitive service standards – or if once again the pendulum has swung back in favour of the bigger fish within the pond.

 

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Customer Experience Executive Agenda 2018 - How to Satisfy the Empowered Customer

 

Screen Shot 2018-12-20 at 21.41.17A must-read research-based report from Aberdeen illustrates the top challenges and strategies driving customer experience programs in 2018...

Customer satisfaction has become a huge area of focus amongst companies everywhere with 42% of organisations surveyed stating improving customer satisfaction is their number one priority to deliver shareholder value.

This report is a must-read for any service professional as it gives a clear and detailed picture of why customer-centricity is becoming a mega-trend amongst service organisations as well as how and why best-in-class organisations are approaching challenges around meeting the expectations of an increasingly empowered customer base. 

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Take Control of Your Service-to-Cash-Cycle

 

Service to Cash_whitepaper.pdf-1For equipment dealers and companies that manage large service operations, service-to-cash cycles can be a headache - this research-based white paper offers insight into how to overcome this challenge...

The gap between when a technician is assigned a job to when accounting receives payment and recognises the revenue, can turn out to be one of the most stressful tasks if it is prolonged. Why? Because it can put a squeeze on your cash flow and profits.

Yet, Aberdeen Group reports that the average service-to-cash cycle is 34 days, with best performers able to reduce this to around 26 days. This white paper offers guidance on how your organisation can improve your service to cash cycle also...

 

 

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Route planning vs. schedule optimisation - which is right for your business?

 

Simple route planning vs schedule optimization_.pdf-1Technology has come a long way in terms of supporting field service companies manage their tech's travel times, but what works best...

This excellent white paper written by IFS' Tom DeVroy, a highly respected speaker and writer with a comprehensive knowledge of field service management explores three key questions...

How can optimization of field resources benefit your service organization?
What is a customer intimacy model and is it applicable to my business?
What is the optimum setting for using dynamic scheduling?

 

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Three Practical Artificial Intelligence (AI) Approaches For Field Service Management...

 

Three practical AI approaches for FSM.pdf-1Artificial Intelligence is set to play a huge role in the future of field service delivery. Marne Martin, President, IFS Service Management, IFS outlines how and why... 

Where can we apply AI solutions to improve customer engagement and satisfaction?

When can we combine human expertise with AI to resolve complex issues, like dynamic scheduling and route optimization?
How can AI be utilized to streamline inventory management and spare parts availability?
These three key questions, that all field service companies should be asking, are addressed expertly in this white paper authored by Marne Martin.

 

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Why Omni-Channel Without Unified Desktops Remains Multi-Channel Mayhem...

 

Why omni-channel without unified desktops remains multi-channel mayhem_IFS-mplsystems_PrintV.PDF-1How do businesses move away from agents surfing multiple communication and enterprise systems, while reducing costs and customer frustrations? This paper considers the options available and draws on research which identifies the unified desktop as the essential tool...

With a multitude of customer engagement channels today, it is difficult for companies to know where to focus their efforts. Contact centres are trying but failing, to modernise and deliver on the evolving expectations of today’s customers.This paper looks at the barriers which prevent companies from delivering omni-channel service and then goes on to look at process and technology changes required to overcome these.

 

 

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