Month: September 2020

Feature, Leadership

Farewell to One of the Very Best

It is with great sadness that we must announce the passing of a very, very dear friend and industry giant in Bill Pollock, who sadly passed away at home over the weekend. Before his death Bill had left the editorial team at Field Service News a folder that was not to be opened until he …...

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Think Tank Sessions, Analysis

Is There an Emerging Need for Multiple Tiers Within Our Service Offerings?

Is There an Emerging Need for Multiple Tiers Within Our Service Offerings? There appears to be something of an emerging dichotomy in these embryonic conversations around the new normal of service delivery. On the one hand, we talk of remote assistance and the embracing of self-help and zero-touch service. Yet on the other, we are...

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Think Tank Sessions, Trending

Are We Innovating Enough to Keep Pace with the Requirements of the New Normal?

Are We Innovating Enough to Keep Pace with the Requirements of the New Normal? Everyone is in accord that whatever the ‘new normal’ we will find ourselves in as we move out of the lockdown, will be a very different world to what came before. With a massive challenge ahead of us to get the …...

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Think Tank Sessions, Trending

Has the Covid Crisis Accelerated the Case for Servitization?

Has the Covid Crisis Accelerated the Case for Servitization? In times of economic turndown, we have consistently seen service revenues become the backbone of recovering economies. Indeed, many point to the global financial collapse of 2008 as a significant driver for the mass adoption of the Software as a Service model. So it would hold,...

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Think Tank Sessions, Trending

Redefining the Value of Service in a Post Pandemic World

Redefining the Value of Service in a Post Pandemic World In a world suddenly far more accepting of remote services, as we pivoted to a remote-first default out of necessity, do we run the risk of losing sight of where the value of service delivery now lies? Is it enough to push the conversation to …...

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Think Tank Sessions, Trending

Covid-19 and the Conversations with Our Customers…

Covid-19 and the Conversations with Our Customers… The Covid-19 crisis has impacted the field service sector significantly. In a world of lockdown, accessing customer sites to provide essential maintenance has been challenging in most cases, and impossible in others. However, as we look towards the next normal,...

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Think Tank Sessions, Trending

Where Does the Value of Service Delivery Now Lie for the Customer?

Where Does the Value of Service Delivery Now Lie for the Customer? The response to the significant challenges we have faced as a sector has perhaps understandably been more weighted on internal questions about ongoing operations than external questions about how our customers perceive value in the services we offer – both during...

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Think Tank Sessions, Trending

What Does the Role of the Engineer Look Like in a World of Remote Support?

What Does the Role of the Engineer Look Like in a World of Remote Support? One of the key outcomes of the world going into a global lockdown is that the field service sector has now truly embraced the concept of remote services with remote first becoming a default option for many service organisations. However, this shift...

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