Author: Kris

Feature, FSN Research

Understanding what effective use of asset data looks like

In this phase of our research study, conducted in partnership with ServiceMax, we shifted our attention towards how field service companies were utilizing data within their organization.

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Feature, FSM Technology, Analysis, Service Strategy

Can we consider the era we are now in a true technological golden age?

Paolo Bergamo, CEO, OverIT reflects how in field service we are surrounded by super-heroes, keeping our world turning who’ve always been essential workers

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Digital Transformation, Feature, Service Strategy

Why the shift to remote services as default must be a strategic business discussion

As we move into a post-pandemic world, the need for improving the service to cash cycle is more important than ever before…

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FSM Technology, Service Strategy

The impact to the business of a slow service to cash cycle (and why service managers should care?)

As we move into a post-pandemic world, the need for improving the service to cash cycle is more important than ever before…

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Digital Transformation, Feature, Service Strategy

Why alignment with the client is the most critical aspect of the customer success approach

In this excerpt from the full-length, hour-long discussion the group discuss the importance of ensuring you have a firm alignment with the customer and a detailed understanding of the various goals within their organisation at the heart of the customer success model.

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Feature, FSN Research

Identifying the biggest change in the industry for customer requirements

In our research study, conducted in partnership with ServiceMax, we identified what is the biggest change in the service industry for customer requirements.

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Feature, Home Page, Analysis, Service Strategy

Field Service is an industry that has always had essential workers, long before the pandemic

Paolo Bergamo, CEO, OverIT reflects how in field service we are surrounded by super-heroes, keeping our world turning who’ve always been essential workers

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Home Page, Highlighted Resource, Resources, FSN Free

White Paper: Building an effective service model with remote service as the default  (2022)

White Paper: Building an effective service model with remote service as the default We have seen the field service sector take a quantum leap forward in the last two years in terms of the widespread adoption of remote service delivery as an accepted approach to keep our customers’ assets up and running and resolve their …...

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Digital Transformation, Feature, Home Page, Analysis, Service Strategy

How adopting an Outside-In perspective can foster a genuine strategy for customer success

Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker’s famous Outside-In approach is an excellent tool for customer success models.

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Feature, FSN Research

Identifying the biggest change in the industry for field service providers

We know that our industry has changed significantly after the events of the last two years. However, have we just seen the acceleration of a journey down a path we were already on?

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