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…
Connected Service : From Reactive to Dynamic Collaborative Resolution
White Paper: Connected Service – From Reactive to Dynamic Collaborative Resolution Written by: Aly Pinder, Program Director, Service...
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...
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?
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
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
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.
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.