Critical trends in the telecommunications industry
To understand the issues impacting the telecommunications industry, we begin with an examination of key trends which make these outcome-based service models possible.
Customer service executives prioritize processes, data and breaking down silos
OTRS Group survey finds connecting with customers on the channels they prefer poses biggest challenge for customer experience. Improving the use of customer data is the most important success factor alongside process optimization
Service Intelligence is the Future of Field Service
Service Intelligence is the future of field service and it’s the best way organizations can make laser-focused business decisions.
The best technology is technology you don’t notice
Kris Oldland and Rajat Kakar discuss how it is the effortlessness of the user that defines true technological leaps forward.
Our industry will only become more data driven and we need Artificial Intelligence to make it work
With the exponential rise of data across almost all aspects of business, we are on the cusp of true industrial revolution. Industry 4.0 is no longer a vision of the future but is today’s reality. However, without AI, many organisations are set to drown in their own data lakes and oceans…
ServiceMax Wins 2022 APPEALIE SaaS Award for Customer Success
ServiceMax Named an Overall SaaS Award Winner in the Collaboration & Productivity Category
HORIBA Europe GmbH Deploys ServiceMax Across Its European Operations to Further Propel Business Transformation
The ServiceMax platform enables operational excellence, while promoting better customer service and business growth.
Remote service is now firmly established as part of our industry
While the tools for remote service were being leveraged by some forward-looking organisations and championed by many analysts in the industry as a game change long before 2020, the pandemic brought the whole field service sector onto the same page
Konica Minolta announces global commitment with RealWear for the deployment of AIRe Link on RealWear headsets
The partnership extends Konica Minolta’s use of its acclaimed remote visual support tool AIRe Link on smartphones and tablets for use with award-winning RealWear headsets.
Understanding the day-to-day use of remote service tools in service delivery
We hear from Martin McLean, Konica Minolta, about the practicalities of day to day use of AIRe Link solution they use to deliver remote service
