Recognition

IDC Analyst logo

 

    Follow us

    Sign Up for Updates

     
      3 min read

      Improving First-Time Fix Rates

      In my last blog, I discussed the importance and impact of high First-Time Fix rates for the field service industry. (If you have not already read it, catch up here.)  Knowing that a high First-Time Fix rate leads to greater customer satisfaction, higher renewal rates, and lower costs for your company encourages management teams to want to improve this Key Performance Indicator (KPI). And making those changes does not have to be difficult or costly. On the contrary, making this KPI a priority will increase profitability and can make your organization flow more smoothly.


      Continue Reading
      3 min read

      Is Now The Right Time To Replace Your Field Service Management Software?

      The market for field service management (FSM) software market is large and growing. In 2017, the market for cloud- based applications was valued at $1.2 billion by Blumberg Advisory Group, and we anticipate that the market will experience a five-year compound annual growth of 22.8 percent. In other words, it will more than double by 2022.


      Continue Reading
      3 min read

      Avoiding the Four Biggest Mistakes FSOs make when using Contingent Labour

      Michael Blumberg, President of Blumberg Advisory Group  and founder of FieldServiceInsights.com discusses  some of the most crucial mistakes field service companies can make when utilising contingent or seasonal labour…

      Field Service Organizations (FSOs) in North America, UK, and Europe are increasingly turning toward crowdsourcing platforms and subcontractors to augment their field workforce.

      This type of outsourcing strategy enables FSOs to become more agile in meeting customer demands for service. As a result, they [FSOs] are able to reduce costs and improve service productivity. In addition, crowdsourcing and contingent labour helps solve the problem of finding skilled labour on a rapid basis.


      Continue Reading
      3 min read

      Field Service: A Mid Year Review

      Now that we are half way through 2018, I wanted to take some time to look at where the Field Service industry is right now.  Here are some of my thoughts on the biggest struggles facing Field Service Organizations (FSO), where some of the greatest opportunities lie, and what trends to look for in the coming months and years.


      Continue Reading
      4 min read

      The Impact Of Impending Labor Shortages On Field Service

      One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.


      Continue Reading
      4 min read

      Value and Price: Understanding the Forces that Influence Service Revenue

      I am often asked by clients to help them implement strategies to grow their service revenue.

      Often these engagements occur because a client perceives that they are not getting their fair share of revenue and it’s impacting the profitability of their company.


      Continue Reading
      3 min read

      Sell More Service By Providing More Value

      Over the last month I’ve spoken to over two dozen Field Service Executives about challenges they are facing when it comes to generating additional service revenue for their companies.   I observed several common themes.  First, every executive I interviewed indicated that they would like to sell more service contracts.  However, they were experiencing resistance from customers as evidenced by low contract attachment rates.   Second, these executives were concerned about whether or not their prices were too high or if their customers really needed service contracts.  After all, this was the feedback they were receiving from their sales teams and even first hand from the customers that had spoken to directly.


      Continue Reading
      4 min read

      What’s in Store at Field Service USA 2018?

      This month I interview Sara Mueller, Executive Program Director, Field Service Events at Worldwide Business Research (WBR) about challenges and opportunities facing the Field Services Industry, and why Field Service executives should attend Field Service USA 2018 in Palm Desert, California from April 17-20, 2018.


      Continue Reading
      3 min read

      6 Things You Need to Know When Purchasing Service Lifecycle Management Software

      I’ve spoken with numerous service executives over the course of my career  about their experiences when purchasing enterprise software for service management (also known as Service Lifecycle Management (SLM) software).  I’ve distilled the knowledge I’ve gained into 6 tips to help you when you are in the market for enterprise service software.


      Continue Reading
      3 min read

      Why The Customer Experience Should Be At The Heart Of Marketing and Selling Services

      Consumers now reside in a digital world where instant gratification is the new currency. The rise of Spotify, Netflix, Amazon Prime Now and Uber ensures they can avoid any pain points and get what they want and when they want it in a new on demand economy.


      Continue Reading

      Mize Inc.

      Our company blog authors are among the best in the industry. By using our product and customer experts as sources we are able to share the latest trends and tips.