Connected Customer Experience

This guest blog was written by Ted Fellowes, President of Fellowes Research.

The COVID-19 Pandemic is a black swan that is taking a toll on society. While our first concern is for the health of family, friends, colleagues, neighbors, and everyone everywhere – ‘sheltering in place’ is providing many of us with the spare time to consider this crisis from the perspective of own industries and professions.  I have been asked a few times in recent days for my thoughts on the impact of COVID-19 on  Service Parts Management (SPM) is and how improvements to and investments in SPM solutions may improve our current situation and prepare us for the next disruption.

There is no escaping the threat of the Coronavirus as it hits communities across the globe.  It seems that no one is immune to it, not even the Aftermarket Service Industry.

Business leaders and managers will need to do everything they can to get through this current crisis.  While we might have the knee jerk reaction to throw our hands up in the air and proclaim, "we've never seen anything like this before," the truth is we have the means and ability to respond. 

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.