Author: Aly Pinder

Service Strategy

Focus on the customer, they hold the keys to success

Whilst technology drives innovation within our industry, we must not forget the basic fundamentals of field service, namely putting the customer at the heart of everything we do writes Aberdeen Group’s Aly Pinder…

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Digital Transformation, Feature

The Convergence of AI and Field Service Excellence

The eternal hunt for field service excellence has recently been bolstered by the rapid rise of Artificial Intelligence as a major tool in the arsenal of the field service organisation writes Aly Pinder… The emergence of the Internet of Things (IoT) has led to the next big challenge for service organizations and manufacturers. How...

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Digital Transformation

Don’t give me more data, give me actionable data

Aberdeen’s Aly Pinder asks are we smarter than we were in the past, or do we just have better access to data?

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Digital Transformation

3D Printing: Is it a viable field service delivery tool?

The hyperbole around 3D printing has died down but can it be a viable tool in field service? Aberdeen Group’s Aly Pinder takes a closer look

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Digital Transformation

What Does a Toddler, a Grandmother, and a Technician have in common?

Aberdeen’s Aly Pinder explores the all pervasive nature of the modern mobile and its impact on field service

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Service Strategy

The field service team: the power to drive customer service forward

What is the value of a customer relationship? Is it worth it to over-deliver on SLAs just to keep a paying client? What role does field service have in keeping customers happy? Aly Pinder, senior research analyst analyst, Service Management, Aberdeen Group,  shares his views.

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Service Operations

Field Service companies leveraging performance analytics gain competitive advantage Aberdeen report reveals

A recently published study from Aberdeen Group commissioned by Trimble FSM has found that the best-performing field service organisations are extremely focused on improving service, and to achieve that, they are leveraging performance analytics to launch new initiatives and enhance existing ones. As a result, they are reaching higher levels of customer satisfaction and loyalty.

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