RESOURCES CURRENTLY AVAILABLE ON OUR FSN STANDARD (FREE) SUBSCRIPTION TIER

The following collection of resources are available for subscribers on our FSN Standard subscription which is available completely free of charge. This content is updated regularly with new resources however, each resource will only be available for a limited time. 

If you want to access our full premium content library with over 100 resources and growing every month, you can do so with a FSN Premium subscription, which also offers exclusive access to the Field Service News Digital Symposium. 

Head over to fieldservicenews.com/subscribe to find out more and sign up to FSN Premium or simply enjoy the FSN Standard content below. If you are not yet a subscriber on either tier the button next to each resource will take you to a registration page that will not only subscribe you to FSN Standard but also give you instant access to that specific resource. 


 

REsearch Debrief: Benchmarking the new normal (40-minute video report)

 

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In the widest research report ever conducted by Field Service News we spoke to over 230 field service management professionals worldwide to understand what trends are emerging as we collectively build the new normal. 

in this exclusive debrief session Oldland is joined by FieldAware's Marc Tatarsky and Steve Mason to look through the findings in greater detail. 

In the first part of this two part deep-dive into understanding what the findings of this study mean for the global field service sector the group discuss...

  • What they anticipated they would find in the research, where that tallied with the data and where the findings perhaps went against the accepted wisdom
  • The financial impact of the pandemic - 57% of companies have faced issues with customers being unable to pay for services.
  • How the SMB sector is more confident than the enterprise -  44% of SMBs believe that delays in cash-to-service cycles would be resolved in 90 days, whereas 31% enterprise companies anticipated the problem lasting 2 years 
  • Introduction of customer prioritisation - 63% of field service companies state that they have had to introduce some level of customer prioritisation as a result of the pandemic and 49% of these believe this approach will remain in place after the pandemic. 
  • Getting closer to the customer - 35% of field service companies state the amount of tiem they spend communicating with their customers has increased during the pandemic with 67% of  respondents stating they speak to customers at least once a week.  
  • The pressure of field service companies - 78% of respondents stated they felt pressure to either offer service for less or offer more for the same amount as a result of the pandemic.  have the ability to offer remote service/touch free delivery to their customer base.
  • Moving beyond the transactional relationship - 76% of field service management professionals stated that they felt there relationships with customers were partnership-based rather than transactional.  customers will still perceive a greater value in a face to face service engineer call than remote services after recovery. 
  • Service remains a key differentiator- 70% of field service companies state that they believe service will remain a key differentiator within the new normal. 

These areas and much more are discussed as our panel really gets under the skin of the study's findings and bring further insight into what the future of field service is shaping up to look like.

For a limited time this exclusive video will be available on our FSN Standard subscription tier before it becomes available exclusively to FSN Premium members. If you are currently on the free FSN standard tier access the video now before it is too late. 


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FieldAware 222

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White Paper:  Overcoming the Barriers to Servitization

 

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With ever increasing internal and external market pressures, manufacturers have been searching for ways to diversify their revenue streams. Within product-oriented businesses, there has been a drive to offer a greater diversity of aftermarket services, we refer to this shift as servitization.

Both those organizations looking to servitize their business, as well as businesses who previously include service contracts or warranty offers, are diversifying the established business models inherent in these approaches. Most notably, organizations are employing contracts based on asset or product outcomes, uptime, and output rather than focusing on a break-fix approach and maintenance contracts.

These dramatic shifts in both the go-to-market and service delivery approach runs the risk of increasing organizational complexity, creating redundant systems, and unforeseen personnel risks. Recent research from IDC investigated the factors which are preventing manufacturing companies from progressing on their Servitization Journey. Lack of internal know-how, organizational resistance and lack of technology systems were found to be the most common inhibiters. Many challenges need to be addressed when companies embark on Servitization. This report will explore the organizational, cultural, and technological challenges and look at methods that businesses have employed to ease in the shift towards Servitization.

Included in this white paper: how to productize services? the service transformation journey, set the climate for service transformation, develop internal skills and capabilities, and more... 

 


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White Paper:  2020 Field Service Industry Pulse Check Report

 

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This report by Appify illuminates possible strategies and solutions for your organization as we all navigate through these unprecedented times...

This report by Appify illuminates possible strategies and solutions for your organization as we all navigate through these unprecedented times.

Many in the Field Service industry started their company with nothing but a toolbox and sporadic house calls. Some remained a solo operation, and others went on to work for large companies, such as DuPont or Canon. People who started with nothing but a wrench are now running profitable service companies or managing massive service teams within enterprise organizations. These people, and the organizations for which they work, service everything from grocery store refrigerators to hospital MRI machines. And, when the pandemic hit, the industry felt the repercussions. Grocery store rushes meant more frequent refrigerator repair trips. Restaurants shutting down meant fewer trips to fix a fryer or stove.

The pandemic is just one example of societal upheaval the Field Service industry may encounter. And, any time an event impacts the way society at large uses these pieces of equipment, the industry must adapt.

Included within this paper: business processes and data accessibility within field service, measuring field service readiness, resources and technology investments for field service and more... 

 

 


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White Paper: Getting to Exceptional Field Service

 

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It has become clichéd to talk about uncertainty in recent months, as the global pandemic has disrupted business and daily life across the world...

  • However, had we written this white paper before March 2020, we would have still been writing about the importance of exceptional field service in a climate of economic uncertainty. Field service organisations operate in an extremely competitive environment, and one in which customer expectations have been elevated by the quality of service - speed, ease and visibility - they get from online retailers. Service leaders are charged with delivering revenue and profitability growth and introducing new products and services, as well as contributing to customer retention and brand differentiation.

    Field service leaders can’t afford to leave any potential improvements in efficiency, cost savings, customer experience, employee engagement or competitive advantage on the table. 

    This white paper covers: the challenges and difficulties service leaders face, the definition of exceptional field service, how to move from field service strategy to execution and how to future proof exceptional service


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Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Cognito iQ who may contact you for legitimate business reasons to discuss the content of this white paper.


 

 

Research REPORT: Benchmarking the new normal from year zero

 

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In the widest research report ever conducted by Field Service News we spoke to over 230 field service management professionals worldwide to understand what trends are emerging as we collectively build the new normal. 

Now, in this exclusive 20 page report, published in partnership with FieldAware and authored by Field Service News Editor-in-Chief, Kris Oldland we present the findings for you to benchmark your own organisational position against the findings of this essential research. 

Findings revealed in the report include: 

  • The financial impact of the pandemic - 57% of companies have faced issues with customers being unable to pay for services.
  • The changing dynamic of customer relations in a post-pandemic world - 63% of companies have had to implement a method of prioritisation for service calls as a result of the pandemic.
  • Pressure on service operations - 78% of service companies are under pressure to reduce your service costs or increase the services provided within the same fee structure.
  • Service remains a key differentiator - 70% of field service professionals believe this remain the case in a post-pandemic world.
  • Rapid adoption of Remote-Services - 76% of companies have the ability to offer remote service/touch free delivery to their customer base.
  • The value of in-person service delivery remains - 48% of field service management professionals believe customers will still perceive a greater value in a face to face service engineer call than remote services after recovery. 
  • The era of connected-field service is here - 76% of field service companies have capabilities to read data from assets in the field.
  • A closer connection to our field workforce - 80% of field service management professionals believe their relationships with their engineers has improved since the pandemic. 
  • We see our engineers as subject matter experts - 55% of companies see the primary role of the engineer as being an expert-onsite, a further  27% see the engineer as a brand ambassador
  • In the face of adversity field service can thrive - 76% of companies state their focus in the next twelve months is on growth over survival. 

 


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