The discussion of transformation in service is no longer tied to the debate of cost vs. profit center. In most organizations, the profit center argument has won out, and won out several years ago.
Service organizations are now increasingly focused on customer satisfaction and revenue. Therefore field organizations need to begin to identify how they can support better resolution rates and improve revenue opportunities with current resources
This October, Safe Work Australia is running the inaugural Virtual Seminar Series (VSS) - a free online event run throughout Safe Work Australia Month.
The Service Council has partnered with Westwick-Farrow Media's Field Service Business (FSB) to bring our thought leadership content and expertise to FSB's community, to help service-centric businesses continue to sharpen their service strategies through global insights and trends analysis.
Oracle announced that it has signed an agreement to acquire TOA Technologies (TOA), a leading provider of cloud-based field service solutions that manage and optimise the last mile of customer service for enterprises by coordinating activities between dispatchers, mobile employees and their customers.
A little more than one third (35%) of organisations allow employees to bring their own field devices and most are still in a “wait and see” mode when it comes to BYOD.
Workforce management is a key area of focus in field service and no longer just focus on task management and scheduling, but also hiring, training, planning and workforce engagement; areas that require a collaborative relationship between the business function and HR.
For service transformation to be successful, there needs to be a transformation in the way service is viewed across the entire organization.
Competition in service is very real and is forcing organizations to re-think their value proposition.
Transformation in service is no longer tied to cost vs. profit center, but now focuses on the service business being viewed as a vital cog in customer relationships.
A review of current field processes to identify areas of improvement is the first step toward better resolution rates and improved revenue opportunities for field service organisations.
Measuring success: how to choose the right metrics to track the progress of your field service operation15 August, 2014 by Jeffrey Wartgow, Vice President, TOA Technologies
Reduced driving distance? Increased customer satisfaction scores? First-time resolution? When it comes to field operations, there are plenty of metrics that you could track. And if you aren't already measuring the success of your field operations, you need to start - now!
BHP Billiton's dedicated, heavy-duty rail network is a vital component in its vertically integrated, Australian iron ore supply chain. Some of the world's longest and heaviest trains are under its direct control, operating continuously in the harsh outback environment.
For many years, the importance of 'services' has been increasing in the global economy. This rise in importance is primarily the result of the impact of commoditisation, particularly in manufacturing-related industries. Manufacturers have relied on post-sale service given the impact commoditisation has had on product margins.
simPRO Software has announced the appointment of Mark Alfred to the position of general manager - Australia and New Zealand. Alfred will be responsible for continuing to grow ANZ operations.