Month: November 2021

Feature, Service Strategy

The Metrics of Customer Success

In this final feature from a recent white paper we published in partnership with FieldAware, we discuss if customer satisfaction metrics are suitable to identify a measure of success in a servitized or customer success-based service model.

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Feature, Service Operations, Analysis

Where Have All the Technicians Gone?

Daniel Brebac, Director of Global Customer Transformation at ServiceMax, discusses why many service organizations are struggling to fill the gaps in their workforce right now and how they can improve their recruiting strategy. A couple of years ago I was at a Field Service conference, engaged in the round-robin style networking chats...

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Feature, Service Strategy

How Reliant on the Implementation of Technology is a Shift to Customer Success?

In this new feature from a recent white paper we published in partnership with FieldAware, we discuss the proper technological infrastructure to ensure that the service operation can operate at maximum efficiency.

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Digital Transformation, Trending, Feature

Service Benchmarks Across 5 Key KPIs

Service Benchmarks Across 5 KPIs Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands… In...

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Digital Transformation, Feature, FSM Technology

Considerations for a Platform Partner

Selecting a platform partner to empower your field service operations In this final feature from a recent white paper we published in partnership with Exel Computer Systems, we shall take a look at consideration for ensuring the platform you select is one you can have faith in.   As we have seen in our series of …...

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Feature, FSM Technology

State of the Field Service Sector

State of the Field Service Sector During the Field Service Expo, which took place in Birmingham on 27th and 28th of October, BigChange held a presentation discussing the findings of a major research project that the company has conducted about the state of UK’s field service sector. Nick Gregory, Chief Marketing Officer at...

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Feature, Service Strategy

Does a Focus on Customer Success Require a Shift in Management Structure?

In the second feature from a recent white paper we published in partnership with FieldAware, we analyse the need of a shift in management structure for service organisations with a customer success focused model.

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Digital Transformation, Feature

Measure What Matters

Measure What Matters Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands. In this comprehensive data...

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Feature

Benchmark Report: 2022 Service Intelligence Report

Benchmark Report: 2022 Service Intelligence Report Aquant, has recently published the 2022 Service Intelligence Benchmark Report, now available at Field Service News, which offers an in-depth analysis of field service performance and customer satisfaction in a year of talent shortage, COVID service pivots, and shifting customer demands....

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Feature, Service Strategy

How Do We Define the Difference Between a Focus on Driving Customer Satisfaction and Driving Customer Success?

In the first feature from a recent white paper we published in partnership with FieldAware, we look closely at the difference between driving customer satisfaction and driving customer success for field service organizations.

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