EXCLUSIVE FIELD SERVICE NEWS WRITTEN REPORTS

 

Since 2013 Field Service News has been at the forefront of thought leadership, insight and analysis of the global field service sector.

The Following papers are exclusively written by Field Service News and only available to premium Field Service News subscribers and this library is added to every month.

 

If you want to access all of the papers below and get early access to each new paper, then subscribe to Field Service News less than a coffee a day!

 

Head over to fieldservicenews.com/subscribe to get instant access to all the resources below, PLUS hours worth of video content, PLUS a decades worth of bi-monthly magazines PLUS new exclusive access to new assets added every month!  



 

 

White Paper: Redefining the Value Proposition of Service in a World of Remote First Service Delivery (2020)

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In this white paper we explore the reasons for adopting remote services, the technologies required as well as looking at the pros and cons of such an approach for both the service provider and the customer... 

  • As the global pandemic swept across the world, many, many things changed. The way we interacted with each other in some ways became more distant; in others, we felt closer to each other than we had ever been before. Those of us based in offices invited the world into our homes through tools such as Zoom, Skype and Got To Meeting. Switchboard recordings notified us that we might hear unusual noises like dogs or children during the call as contacts centres were moved in a surprisingly seamless manner onto kitchen tables across the land.

    In the field service sector, we saw was a massive swing in demand for the delivery of remote services. Before the pandemic, remote services were an option that remained primarily viewed as an offering of less value than the traditional on-site service call. Almost overnight, this switched. 

    In this exclusive White Paper, authored by Field Service News, Editor-in-Chief, Kris Oldland, we set out to weigh up the pros and cons of adopting a remote-first as default approach and ask is this the way we should approach service delivery in the new normal of our post-pandemic world?

 

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THINK TANK SESSIONS: Executive Briefing -Reimagining our Relationship with our Customers (2020)

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The Field Service News Think Tank Series brings together a collection of senior leaders from the field service sector to discuss the key issues, challenges and opportunities we also face. In each session, we then distill the key talking points to an executive briefing report for the benefit for the wider sector... 

The impact of Covid-19 and the subsequent lockdowns across the world have become the backdrop to the world, perhaps not just in 2020 but for many, many years to come. In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints. As would be expected in such unprecedented times, there were disagreements and debate about many of the key issues but also a lot of common ground in our collective thinking.

In the final report of three from this session we explore how our relationships with customers are evolving

Key points of discussion include: 

  • Covid-19 and the Conversations with Our Customers, Redefining the Value of Service in a Post Pandemic World, Are We Innovating Enough to Keep Pace with the Requirements of the New Normal? The Biggest Immediate Change we will see in the Aftermath of Covid-19?
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THINK TANK SESSIONS: Executive Briefing - Reassesing our approach to Service Delivery (2020)

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The Field Service News Think Tank Series brings together a collection of senior leaders from the field service sector to discuss the key issues, challenges and opportunities we also face. In each session, we then distill the key talking points to an executive briefing report for the benefit for the wider sector... 

The impact of Covid-19 and the subsequent lockdowns across the world have become the backdrop to the world, perhaps not just in 2020 but for many, many years to come. In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints. As would be expected in such unprecedented times, there were disagreements and debate about many of the key issues but also a lot of common ground in our collective thinking.

In this second report of three from this session we explore how we must reassess our approach to service delivery. 

Key points of discussion include: 

  • How Long Will the Recovery Take? Technology, Disruption and a Post-Covid Future, What Does the Role of the Engineer Look Like in a World of Remote Support? Where Does Value of Service Delivery now lie in the Eyes of the Customer?
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THINK TANK SESSIONS: Executive Briefing - Assessing the Impact of Covid-19 on the Field Service Sector (2020)

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The Field Service News Think Tank Series brings together a collection of senior leaders from the field service sector to discuss the key issues, challenges and opportunities we also face. In each session, we then distill the key talking points to an executive briefing report for the benefit for the wider sector... 

The impact of Covid-19 and the subsequent lockdowns across the world have become the backdrop to the world, perhaps not just in 2020 but for many, many years to come. In this Think Tank Session, hosted online as a result of the pandemic, we took some time to try and digest exactly what the impact of Covid-19 has been before looking forward to how we build the new normal of tomorrow. It was a thought-provoking conversation, with each of us testing each other’s viewpoints. As would be expected in such unprecedented times, there were disagreements and debate about many of the key issues but also a lot of common ground in our collective thinking.

Key points of discussion include: 

  • The Initial Operational Challenges of Covid-19, The Financial Impact of Covid-19 on Field Service, Supply Chains Grinding to a Halt as Borders Came Crashing Down, The First Steps on the Road to Recovery, Moving to a World of Remote First Resolution, A Glimpse of the New Normal we are Building Together

 

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Research REPORT: Overcoming the IMpact of COVID19 in Field Service (2020)

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At the height of the pandemic Field Service News partnered with Field Service Asia and MoreMomentum to embark on a global study that assessed the impact of the pandemic on our sector and how we can overcome the challenges we face...  

6 months into the Covid-Crisis, and it still is uncertain how long the governmental restrictions and limitations will be in force. It is also hard to predict how long and deep the economic impact will be and what other impacts the crisis will have on our industries. Nevertheless, there are strong signs COVID-19 is here to stay for a while. Previous crises have taught us that during and after a crisis, leading innovators set themselves apart from the stagnating laggards. Leading innovators continue with more radical and viable innovations which are aligned with the changing environment and industries. They are less vulnerable for the changes and are better able to reap the benefits of the new opportunities

Key points of the report include: 

  • The Impact of the Crisis, Opportunities, Shifting Business Models, How to Innovate, Challenging Critical Success Factors, Recommendations
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THINK TANK SESSIONS: Executive Briefing: Servitization: Challenge and Opportunity (2020)

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The Field Service News Think Tank Series brings together a collection of senior leaders from the field service sector to discuss the key issues, challenges and opportunities we also face. In each session, we then distill the key talking points to an executive briefing report for the benefit for the wider sector... 

Servitization, while at its very root may be a simple concept to get our heads around, the Everything-as-a-Service world we live in today has helped in translating the idea to the masses, the truth is when it comes to implementing such programs, the road to success has many obstacles and challenges to overcome.

In this session of the Field Service Think Tank, we discussed many of these challenges in the open and insightful manner that has become a hallmark of these discussions. However, the one thing that struck me during the session is that although such challenges are prevalent, they are not insurmountable and the prize for achieving such innovations can be game changing.

Key points of discussion include: 

  • The Multiple Challenges of Servitization, Reframing the Service/Product Conversation, The Internal Structure of Servitization, Selling the Concept of Servitization, What is Driving the Move to Servitization? Making Servitization Work, Servitization, Leadership and Maturity

 

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Special Report: 10 Thoughts for service leaders planning the recovery (2020)

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This special report captures the key learnings from Field Service News live streams hosted during lockdown into one essential document for the field service sector...

  • When the world went into global lockdown as governments grappled with the Covid-19 pandemic, Field Service News hastily arranged an Emergency Symposium to bring together as many industry leaders as we could to try to bring some guidance to the global field service sector that we serve. That session became the most watched live stream in the history of our sector globally. In the subsequent weeks Field Service News’ Editor-in-Chief, Kris Oldland conducted an ongoing series of interviews to help further identify emerging best practice in our sector as we adapted to the crisis. As the situation evolved so did the conversation and in the face of adversity we saw opportunities to improve as an industry as we looked forwards towards recovery.

 

 

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Think Tank Sessions: Executive Briefing - The True Value of Data in the Field Service Sector (2020)

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The Field Service News Think Tank Series brings together a collection of senior leaders from the field service sector to discuss the key issues, challenges and opportunities we also face. In each session, we then distill the key talking points to an executive briefing report for the benefit for the wider sector... 

In field service, much like in every other industry, the central discussions in boardrooms, at industry conferences and across the trade press are all heavily weighted around the concept of digital transformation and digitisation. Yet there is still a feeling that we are only just really beginning to scratch the surface when it comes to the true potential of what being digital can mean within the field service realm. 

Key points of discussion include: 

  • Can Data Bridge the Generational Gap? The Drivers Behind Adopting Remote Services, The Challenges of Connecting Legacy Machines, Connecting the Assets in the Field, Establishing Service-Centric Revenue Streams, Different Service Needs of Different Customers, Knowledge as a Service Differentiator
  • Using Data to Bring Departments,  Does the Value of Digitalisation Lie?

 

 

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White Paper: Why the Field Service Landscape is Changing (2019)

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There are three key considerations that field service organizations must take into account when building a modern workforce, including the changing demographics from Baby Boomer to Millennial, the impact of technology on field service operations, and the growth of the ‘gig’ economy...

These three areas present significant opportunities and challenges for field workforce management today and in the future.

In this white paper, we explore these changes in detail and examine why and how technology plays a central role in enabling field service organizations to adapt to the new world of field service management.

This paper contains three sections:

  • Part One: The changing landscape of field service, 
  • Part Two: Building a modern field service workforce, 
  • Part Three: Technology’s critical role in blended workforce management

 

 

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Special Report: Connecting The Dots Of Last-Mile Service Delivery (2019)

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In this exclusive Field Service News Special Report, we explore the key challenges of the final-mile of service delivery...

Features include: 

  • Is Last Mile Service Delivery Your The Weakest Link? Last Mile: The 101, Infrastructure as a Service: Can BT Final Mile Solve The Headache Of Last Mile Service Delivery In An Increasingly Congested World? Could the gig economy give rise to a new generation of ‘tech-couriers’? Taking to the Skies
  • Appointment booking for your last mile service delivery - the good, the bad and the ugly of scheduling systems, 3D Printing and its potential role in the service supply chain

 

 

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White Paper: The Grown Up Gig Economy and Field Service (2019)

Screenshot 2020-03-25 at 14.53.28There is one aspect of the Gig-Economy' discussion that has been consistently overlooked.

Generally, conversations around the gig economy have centred around the millennials or Generation Z.

However, in field service in particular, the gig economy sits just as comfortably, if not more so, with the older generation such as those engineers approaching semi-retirement, more mature professionals looking for a more settled life-style with less time on the road and ex-military professionals. 

In this exclusive white paper published by Field Service News we look at how the gig economy is about far more than cab drivers and delivery riders - and is set to be a fulcrum in the field service sector. 

 

 

 

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Executive Briefing Report: Health and Safety in the Field Service Sector (2019)

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The Field Service News Think Tank Sessions are a unique project where we bring together an intimate group of senior field service management professionals and pick apart some of the pressing issues facing the global field service industry...

In a most recent session, held in London UK, a large part of the discussion turned to the crucial question of health and safety within the field service sector and we are pleased to bring you this Executive Briefing Report where you can find out more about how this conversation evolved...

This Executive Briefing Report is now available in the premium resource library which is available exclusively to you as part of your Field Service News subscription. Click the button below to open the paper in your browser now! 

 
 

 

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White Paper: Three Core Arguments To Use When Seeking Investment In Your FSM Systems (2019)

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Often it is the field service manager who has to find the balance between ever-increasing customer expectations and growing demands from the executive board.

It is a dichotomy of constantly trying to do more with less. It can take years for that field service manager to convince their organisation to invest in a project to enhance their service delivery capabilities. With this in mind, this white paper looks at three key areas in which field service managers can build a case for this investment to take to the board to expedite a decision:

Areas of discussion include: 

  • Stay with the numbers - Building a case based upon Return on Investment (ROI), Protect Your Most Valuable Assets – Your Staff, Implementing An FSM System Used To Offer A Competitive Advantage, Today You May Face Competitive Disadvantage Without It
 

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Research Report: Understanding the metrics that matter in a rapidly changing field service sector? (2019)

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Our exclusive independent research reveals the core KPIs being monitored by field service companies in an age of Servitization

In this exclusive, Field Service News Research Report, we look at the responses of over 150 field service leaders who are facing such challenges and look to establish the metrics we should be measuring as we move to a world of digitalisation and servitization?

The research itself was designed as a broader benchmarking project to establish which key metrics were being measured by field service organisations in 2019. So to begin, let’s take a look at some of the wider findings as well provide some insight into the respondent group we worked with.

Click the button below to open the paper in your browser now!
 

 

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White Paper: The Radical Age of Uberization (2019)

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Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach.

 In this white paper, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Download this exclusive Field Service News white paper now to find out why it is crucial your organisation adapts to these new field workforce challenges and how you can do so effectively...

 

 

 

 

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Special Report: Why IoT is the Future of Field Service (2019)

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In this exclusive Field Service News Special Report we explore a number of key areas of why IoT is set to be a crucial component of field service delivery moving forward and how field service organisations can harness it.

 

Features within the report include: 

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  • Will IoT live up to the hype? 
  • How to embrace AR and IoT together
  • Why IoT is democratizing field service
  • Why IoT alone is not enough for modern service delivery
  • How IoT can deliver real benefits for smaller organisations
  • A brief understanding of IoT in field service 

 

 

 

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White Paper: Mobile Data-Collection: How and Why You Should Ensure Your Service Engineers Harness the Data All Around Them (2018)

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 can be found at both ends of the equation

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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White Paper: Building a Case for Investment in Service Technology (2018)

 

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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Research Report: Trends in Spare Parts Management (2018)

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Conference producer Copperberg have recently spoken to over 60 aftermarket professionals as part of their research. 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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eBook: Mobile Resource Management for Dummies (2018)

 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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White Paper: 5 Considerations for Building a FSM Request for Proposal (2018)

5 considerations for building a FSM request for proposal.pdf-1 Selecting 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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White Paper: A Wind of Change - When and How to Implement an FSM System (2018)

 

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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Research Report: Asset and Service Data Gravity (2018)

 

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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Research Report: Changing Face Of Field Service Engineer (2018)

 

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. 

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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White Paper: Five Fundamental Elements to Expects in a FSM Solution (2018)

 

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 (2018)

 

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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White Paper: An Even Playing Field? (2017) 

 

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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Think Tank Sessions: Executive Briefing - Disruption, Development and Diversity in field service (2017)

Screenshot 2020-10-10 at 22.23.28In this inaugural session of the Field Service News Think Tank we brought together a group of senior field service leaders and gave them the floor for the first time in a day long session where they could discuss the challenges they faced and share their ideas with like-minded peers... 

Across the report we centre in on some of the key areas of discussion and debate amongst this panel of industry leaders that were held across the day. In each section we’ve left their points in transcript form, so what you are about to read comes direct from these service leaders themselves, giving you a true feel for the universal trends and insights that we are saw emerge across the day. It makes for fascinating reading and should be of value for any field service professional, regardless of industry, location or company size.

Areas of discussion include: 

  • Digital Disruption- In a digital world is the face-to-face role of the engineer now a critical part of the customer experience? Automation- Does the advance of technology in fact add even more importance to role of the field service engineer? Brand Ambassadors - What role can field service engineers have on an organisation’s relationship with their customers? Field Service2.0 - Are we doing enough to communicate the benefits of proactive service? The Millennial Workforce - Do we understand them and are we ready to harness what they bring to the table? Workforce Diversity - How big a challenge is the imbalance between male and female engineers and how can we overcome it? Career Paths - How important are strategic plans to offer engineers clear and well defined career progression? Engineer Retention - How do we make sure our engineers don’t just leave our company once they become fully qualified?
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White Paper: The Helping Hands of Field Service Management (2016)


Screenshot 2020-10-10 at 22.39.31How to stay ahead of the ever-changing suite of Field Service Management (FSM) tools, including a focus on exactly what is the latest development of Assisted Scheduling?

The benefits of an effective scheduling tool within field service operations has for a long time been acknowledged. Yet, for some organisations a fully fledged dynamic scheduling tool is essential, while for others it is simply overkill. This concise report and focussed report takes a look at the various types of scheduling available and outlines which are suited for differing organisations and takes a closer look at the hybrid solution of assisted scheduling... 

The report covers: 

  • The established case for scheduling in field service, The on-going evolution of scheduling, The latest addition to the scheduling fraternity, Considerations when reviewing your FSM solutions
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RESEARCH REPORT: HAS FIELD SERVICE FINALLY MOVED TO THE CLOUD? (2016)

 

Screenshot 2020-10-11 at 18.12.04Field Service News Benchmarking project assess the migration for on-premise to cloud based field service management services and delivery... 

In this white paper, co-published by Field Service News and ClickSoftware, we review the data from our latest research, providing year-on-year comparative analysis to identify what new trends have emerged and how attitudes towards the Cloud have evolved amongst senior management within the field service industry.

Research findings include:  

  • Over a third of companies are now using Cloud based Field Service Management (FSM) systems

    The rate of adoption of Cloud based FSM systems has increased dramatically year-on-year with almost three times as many companies moving to the Cloud in  2015/2016 than did in 2014/2015

    The move to the Cloud appears to be directly aligned to the move away from legacy systems with over two thirds of companies that are still using on-premise  FSM solutions working with FSM systems that are at least three years old

    Similarly, of those using Cloud based FSM solutions, a third have made the move within the last six months - which would suggest that not only is the rate of adoption of Cloud based FSM solutions increasing, but it is doing so at a quicker pace than in previous years

    This is further supported by the fact that over two thirds of companies that are currently using Cloud based FSM solutions would consider the Cloud for the next  iteration of their FSM system

    The most common key driver for companies adopting Cloud based FSM solutions is that the Cloud offers greater flexibility. However, once implemented, increased functionality is the number one benefit felt by companies using Cloud based FSM systems

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WHITE PAPER: Standing Alone or Part of a Bigger Picture?  (2016) 

 

Screenshot 2020-10-11 at 18.28.21Field Service News benchmarking project assess the migration for on-premise to cloud based field service management services and delivery... 

For those that have already implemented a scheduling tool as part of their field service delivery, whether it be a fully dynamic system or something simpler that is designed to assist a human dispatcher rather than fully automate the dispatch process, it is almost certain that there will have been some important savings made in key performance areas. Areas of improvement such as the number of jobs completed per engineer per day, more first-time fixes being undertaken and quicker resolution of jobs can all be improved by the introduction of a scheduling engine.

Areas of conversations in the white paper include: 

  • Service is Now the Key Differentiator, The Ever-Shrinking SLA, The Different Types of Scheduling Solutions Available, Selecting Which is Right for Your Company, Stand Alone vs Integrated, Will the Conversation Become Moot in the Next 5 Years Anyway, What Differentiates Scheduling Engines? What Advancements Should we be Looking for when Selecting a Scheduling Engine? 
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White Paper: BYOD and Field Service (2015)

 

Screenshot 2020-10-11 at 18.52.39If we cast our minds back just a few years, the talk amongst the enterprise was very much centred upon the new emerging trend of Bring Your own Device (BYOD).

With the phrase being first coined by Intel in 2009 before quickly rising to prominence across the next few years, largely driven by organisations such as Unisys and Citrix who saw the early potential benefits of the trend. However, the explosion of companies officially adopting BYOD policies never quite materialised in Europe as it was predicted it would and in certain circles there are even whispers that the trend may even be slowing down somewhat in what is perceived to be the BYOD heartland of the USA.

In this white paper we will review once more the case for and against BYOD reflecting on the further learnings we have seen in the last few years in terms of both challenges and successes of applications that have been documented, as well as exploring whether in the realm of field service, an inherently mobile-led environment, is BYOD is an option with merits.

Areas of conversations in the white paper include: 

  • Defining BYOD, The Attractions of BYOD, The Challenges of BYOD, Overcoming the Challenges of CYOD, BYOD, Fit-for-Purpose and the Field Service Environment, Stand Alone vs Integrated, Will the Conversation Become Moot in the Next 5 Years Anyway, What Differentiates Scheduling Engines? What Advancements Should we be Looking for when Selecting a Scheduling Engine? 
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White Paper: Defining service excellence in twenty first century business (2015)

 

Screenshot 2020-10-11 at 19.08.46We often talk about how modern technology has dramatically improved the way field service operates. You've probably read the phrase ‘golden age of technology’ in more than one article and presentation...

However, whilst the improvements in technology have enabled us to see increased field service efficiency and productivity, the flip side of the coin is that our customers are now more empowered than ever. We are living in an age of information. Social media and online reviews give your customers the opportunity to vent their disapproval at poor customer service levels and give your potential customers clear insight into why they should choose your company over the competition. Or equally why they should choose your competitors over you. At the same time expectation levels of our customers are also at an all time high. The age of the Internet is one of instant results, quick easy communication and clear visibility. For field service companies this means achieving the highest levels of customer service is not just a desirable goal, it is an imperative one. And the statistics certainly back this assertion up.

Areas of conversations in the white paper include: 

  • The Changing Face of Field Service, How do we Measure Service Quality? Getting to the Heart of Customer Satisfaction? Following the Trend... Net Promoter Score vs. EMO Index, Why Field Service Companies Must Look Beyond the Call Centre, Knowledge is Power - The Importance of Unlocking the Knowledge within your Organisation, How Self-Service Solutions Can Empower Our Customers and Improve Our Efficiency 
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White Paper:Field Service has long been ahead of the curve of the wider business community when it comes to technology (2015)

 

Screenshot 2020-10-11 at 19.58.28We often talk about how modern technology has dramatically improved the way field service operates. You've probably read the phrase ‘golden age of technology’ in more than one article and presentation...

For example, while Enterprise Mobility Management (EMM) is now becoming an established market of its own (and is predicted to become a £160 Billion industry by 2019) much of the core tenants and technologies at the heart of EMM, such as Mobile Device Management (MDM) and Mobile Content Management (MCM), are mainstays of the mobility solutions of which many field service companies are now in their third, fourth or even fifth iteration.

Areas of conversations in the white paper include: 

  • A Golden Age, ERP, CRM, Mobile Cloud & Greater Connectivity, Data, Data Everywhere, The Service CRM, The Tools Are There, But Are We Using Them
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Research Report: Field Service, Mobility and the Cloud (2015) 

 

Screenshot 2020-10-11 at 20.03.52An exclusive Field Service News research report exploring if, how and why field service companies are using the Cloud and mobile in 2015..

As far back as 2015, cloud computing had been a key topic in field service circles for some time.

In fact it seemed every time we read about a company implementing a new service management system it is mentioned that they opted for a Cloud based solution. Indeed the benefits of the Cloud are well documented. Less reliance on IT, built in disaster recovery, regular and free updates, lower overheads, and so on and so forth, but how have the trends predicted in this report stood the test of time? 

Areas the report covers: 

  • Field Service Mobility and the Cloud, About he Research, Mid-Size Movement, Heads in the Cloud, Remaining on Premise, Cloud and Mobility
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Round Table Briefing: Field Service, Mobility and the Cloud (2015) 

 

Screenshot 2020-10-11 at 20.03.52Following on from a detailed research project with ClickSoftware exploring the benefits and the challenges of implementing Cloud based field service management systems, 

Field Service News brought together a panel of senior field service executives to discuss both the findings of this research as well as dig deeper into how their companies viewed the potential of the Cloud in a field service context.

Areas the briefing covers: 

  • Reason for Adopting the Cloud, Cloud and Ease of Data Flow, Scalability Vs. Security, Legacies and Economies of Scale, Why the Cloud is Gaining More Momentum, The Evolution of IT Vendor Relationships
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White Paper: THE FIVE STAGES OF FIELD SERVICE EVOLUTION (2015)

 

Screenshot 2020-10-11 at 22.21.02There are a number of constants that keep reappearing in various research studies into the field service industry in recent times...

Service excellence is more important than ever before.

Firstly, the global economy is still stumbling and placing pressure on businesses of all sizes, in all industries. A poll conducted by Aberdeen Group during their CSO Summit earlier this year showed that the two biggest market pressures were reduced customer spending (44%) and increasing resource costs (40%).

These two factors are easily attributed as symptoms of the wider issues of global economic uncertainty and inflation.

Secondly, and partially as a result of the aforementioned economic pressures outlined above, service excellence has now become a major battleground for companies looking to both retain their existing client base and win new business.

A measure of this is that more and more we are seeing the conversion of service departments from cost centres to profit centres.

Of course one of the key enablers of this dramatic strategic shift (both in thinking and in the actual operating of businesses), is the rapid emergence of new technologies, in particular new mobile technologies, which creates the opportunity for a number of previously implausible added value propositions.

The combination of this multi-industry move to realign business focus on service, plus the huge technical strides made within the last few years, would hint at the dawning of a golden age of service. However, sadly it appears that for the time being at least, this is not the case.

Read this historic Field Service News White Paper to find out more!

 

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White Paper: Twenty First Century Field Service: The impact of the Internet of things (2014)

 

Screenshot 2020-10-11 at 22.42.04In the first decade of the twenty first century we saw technology change the way that field service operates...

With the US Government’s Global Positioning System being completed in the mid nineties by the early noughties in car positioning had arrived. Garmin’s original Street Pilot that first appeared at the end of the twentieth century was upgraded to include both voice directions and colour in the Street Pilot III released in 2002.

Other devices such as TomTom’s GO soon became commonplace and routing and mapping software became a defacto requirement of a service management solution. To the point where today in 2014, research by Field Service News showed just 5% of companies see routing software as an urgent purchase simply because the market has reached saturation.

Of course today the options for mapping software come in a variety of guises from dedicated SatNav devices, devices built into the car itself, or simply contained on yet another device that has had a huge impact on field service technology – a smart phone. Whilst there were a few early forerunners that combined the functionality of a PDA with a mobile telephone, the mobile phone industry pretty much changed overnight after Steve Jobs famously presented the iPhone on January 9th 2007. Again the impact on our industry was to change the way we track, monitor, engage with and manage field-based engineers forever. The purpose of this brief jog along memory lane?

Just try and think of how your field engineers could function without either of these technologies today? Sure they could get by, but these tools, along with a number of other breakthroughs such as scheduling software or tablet computers, have simply made field service so much

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White Paper: End to end field service: A look at the technologies available in each step of the service lifecycle (2014)

 

Screenshot 2020-10-11 at 22.56.50End to end field service was one of the biggest buzz phrases heard across the past year...

At trade shows, in the industry press and not least from a considerable number of field service technology providers themselves we kept hearing that ‘end-to-end’ was a core consideration that field service organisations should be factoring on when exploring how they can modernise their current service management systems.

However, there was and still remains a number of inconsistencies around exactly what is end-to-end field service management. Is it a case of having all existing systems under one platform? Or perhaps just the need to have each of our various components within the field service chain talking to each other? Is it a software or hardware solution – or is it both?

As with any emerging concept it will take time to substantiate into clearly defined parameters (if ever). However, one thing is certain, taking in a comprehensive overview of each step in the lifecycle of a service call within your organisation is certainly an advisable route to take before even contemplating moving to a next generation solution be it hardware, software or both.

Whilst the service journey may differ from organisation to organisation, as in reality, no two companies are identical, yet there are key points within the service cycle that will likely exist within most organisations.

In this white paper we will look across some of these points and explore some of the technology solutions that could help both you and your company in achieving higher first time fix rates and better field service productivity.

Read this White Paper to find out more

 

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Research Report: End to end field service: A look at the technologies available in each step of the service lifecycle (2014)

 

Screenshot 2020-10-11 at 23.04.00Our exclusive research highlights some worrying trends in field service standards, but hold on partners as there may just be some good news just over the horizon...

Over a period of 2 months’ Field Service News conducted a research project sponsored by TomTom Telematics which aimed to explore the standards of field service companies. Are they improving or are they falling?

Is it that standards as a whole are now under greater scrutiny than ever before as we all become more and more expectant on getting results as soon as we look for them now that we inhabit an age of instant information thanks to the internet? And what about those companies that are pulling ahead of the competition and not only delivering to their customers’ expectations but exceeding them and delighting them?

  • What tools are they using to do so? What about those falling behind the pack – what are they getting so wrong?
  • Areas covered in the research include: 
  • Can Real-TIme Telematics Save us from the Cowboys, The types of technology being used, The haves and the have nots, Talking to the field
  • So what about the standards? Cost is less of a concern than bad service, So what about the standards? Getting the basics wrong, Measuring field worker productivity, Are we setting the right KPI’s
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Research Report: SaaS in the Field Service industry(2014)

 

Screenshot 2020-10-11 at 23.11.25Whilst cloud computing as a concept can trace it’s origins back over 60 years to large academic and corporate entities of the 1950’s, it is fair to say that the emergence of the cloud as a viable means of distributing business critical software remains a relatively new concept and certainly a very twenty first century one...

In theory field service would seem to be an area that would benefit greatly from the cloud. The ability to give remote access to systems for mobile workers is obviously advantageous, whilst also the more manageable subscription based fees that Cloud based, Software as a Service (SaaS) solutions offer, mean that for the first time smaller and medium sized organisations are able to access the sophisticated service management solutions, that in the age of CAPEX only installations, were the reserve of just the largest enterprises. So has the field service industry leapt into the cloud feet first?

Or is there still some reluctance until the technology proves itself robust enough to be trusted with software as business critical as ERP, CRM and other systems that are used to manage the mobile workforce?

Topics included in this research report:
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  • Cloud and Field Service On-Premise Vs. Cloud, Reasons for Choosing the Cloud, Cloud in Other Areas of the Company, Issues Reported with Cloud Based Systems, How Quickly is the Cloud Taking Root? Biggest Benefits of the Cloud, Companies Still Using On-Premise, Considering the Cloud as the Next Step, Reasons for Shifting to Cloud Computing, The Fears Around the Cloud 
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Research Report: Software in Field Service: Benchmarking report (2014)

 

Screenshot 2020-10-11 at 23.42.23Across April and May of this year (2014) Field Service News in partnership with mplsystems undertook a research project to assess the current usage of field service and service management software...

The aim of this research was to establish what types of software are currently being used, how effective this software is, where there is room for improvement and finally what technologies the next generation of service software might incorporate.

The survey was split into four categories. Three of which were focussed on areas deemed to be the key elements of service management software i.e. scheduling systems, integration and interaction and management reporting.

The final section of the survey looked at future developments including which technologies that are currently on the horizon, are expected to appear in service management software within the next few years.

Topics included in this research report:

  • Scheduling Systems, Integration and Interaction, Management Reporting, Looking Forward
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