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      Field Service Management Software

      4 min read

      Systems of Support for your Servitization Journey

      Much has been made of the potential benefits of adopting at least some Servitization strategies within a service portfolio. However, the processes that need to be put in place are complex and a delicate balance between increasing profitability and overcommitting on contractual obligations needs to be struck. Here, Michael Blumberg, CMO of Mize, offers his guidance as to what systems of support are required to achieve a successful path towards Servitization...


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      3 min read

      Enlist Your Service Technician in Proactive Business Growth

      There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons.  Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization.  


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      3 min read

      Connect Technicians to Knowledge and Parts at the Point of Service

       

      This blog post is based on an interactive workshop and presentation by Mize and Electrolux at Field Service Amelia Island 2019 on August 19th to August 21st, 2019 at the Ritz-Carlton in Amelia Island, Florida.  The workshop was presented by Michael Blumberg, CMO and Andrew Thomas, FSM Product Manager from Mize, and Danny Dailey, Senior Technical Manager of Electrolux.


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      1 min read

      Does your Technician have the right parts to complete the service job?

      It is not uncommon for companies in the Consumer Durables Industry to lose control of the customers’ experiences during the product ownership cycle after the sale. This is because a customer may interact with many different groups or channels after the sale including Contact Centers, Dealers or Service Centers, Third Party Administrators, Parts Departments, or Field Service partners as part of the relationship with a company.   At issue, these groups may act as a series of unconnected departments or individuals.  However, customers expect these groups to act as one unified entity. 


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      3 min read

      Service Knowledge: Ultimate Key to Enabling a Higher First -Time Fix

      First time fix rates have always been and likely always will be the number one KPI that Field Service Companies focus on, but it is an elusive number to hit, Michael Blumberg gives his expert advice...

      Achieving a high first-time fix rate and completing service visits in a timely manner represents the Holy Grail for many Field Service Organizations (FSOs). Unfortunately, many FSOs face stumbling blocks to achieving this outcome. At issue, their technicians may lack the knowledge required to effectively resolve service issues in a timely manner.


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      14 min read

      Deliver Better CX Through Best In Class Field Service Management Apps

      This article first appeared in the May 27, 2019 edition of Field Service News

      It seems that customer experience is the number one metric that Field Service Organisations are seeking to improve in today’s business environment, but it is an uphill task if your field service technicians don’t have access to the key details of each and every job to hand as they arrive on your customer’s site. The answer writes Michael Blumberg is investment...


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      3 min read

      Revolutionize Customer Experience and Transform Service Performance

      This article is guest post from from Marc Guthrie.  He is COO at Help Lightning

      It was a Saturday morning early last Summer, and I was on the phone with John. John was at his daughter’s birthday party and had stepped out to help me with a problem with my A/C. John has been providing service on my HVAC equipment for me for more than a dozen years. He’s been here several times and knows all the stuff very well. He had a good idea what the problem was and was trying to walk me through the procedure to fix it. It was going to be a brutally hot weekend, and after 10 minutes of effort John said, “Hang on Marc, I’ve got my truck with me. I’ll head on over and get it done.” Hearing the disappointment in his voice, I told him to wait a minute, “I think I’ve got a way for you to do this and still sing ‘Happy Birthday’”…


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      3 min read

      Walk Before You Can Run

      A Blueprint for Creating an IoT Enabled Field Service Organization

      Despite the enormous benefits of IoT, field service leaders face many challenges to implementing IoT platforms. First, many of these leaders have not defined a clear outcome for IoT projects. In other words, they haven’t created solid use case or achieved clarity around what types of actions, decisions, or benefits they can obtain from IoT. The possibilities are endless and often overwhelming. Second, these leaders need to create a clear road map with respect to when, how, and where they will implement IoT. Questions often exist as to whether they should implement IoT on their existing installed base or roll-out with new product releases. Applying IoT to an existing installed base may seem like a time-consuming and arduous task. However, the benefits that a FSO can achieve when a large segment of their installed base is IoT enabled is significant. Third, IoT produces a vast volume of data. FSOs are often not sure how they will make sense of all the data or how they will ensure that actionable and measurable results will be achieved from this information. Fourth and most importantly, many field service leaders are concerned that they must overhaul their entire service delivery processes prior to taking advantage of IoT. This seems like an impossible order when they may have millions of dollars invested in the current ways of doing things.


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      4 min read

      Five Apple iOS 11 capabilities to enhance Field Service

      Apple iOS 11 release this week on the 10th anniversary of the iPhone is a major leap forward and includes many features to enhance user experience further. These five capabilities will have the most impact on how businesses deliver field service and support the customers. 

      1. Augmented Reality 
      2. Machine Learning on the device
      3. Siri extensions for Apps
      4. Business Chat using iMessage
      5. Direct QR and Bar Code scanning

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      1 min read

      Next generation Field Service Management Software

      For past decade or longer, Field Service software vendors have mainly focused on work order management and scheduling optimization. The efficiencies gained from workforce management were the main driver to implement field service software.


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