Is the movement towards servitization growing?
In this feature from a recent FSN Research paper, published in partnership with HSO, we analyze if the movement towards servitization is growing.
Identifying the challenges that telcos face
To understand the issues impacting the telecommunications industry, we begin with an examination of key trends which make these outcome-based service models possible.
Understanding that different engineers may require different devices – even in the same organisation
In this excerpt, Ben Baum, Durabook, discusses how different engineers and technicians, even within the same workforce, still often require different devices to support them in their roles.
Did the pandemic kill servitization or make it inevitable?
In this feature from a recent FSN Research paper, sponsored by HSO, we look in-depth at the role of servitization after the pandemic.
Is the experience of pressure in the field key to what makes a great remote service specialist?
Martin McLean outlines how the experience of working in the high pressure environment on-site with the customer is a critical part of what makes an effective remote service engineer.
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.
Aligning Gartner’s four service scenarios in a customer-centric service model
Having explored Gartner’s four service scenarios we now look at how these can align in a customer-centric service model
“Designed to” or “certified at” – why these two phrases mean very different things in the world of rugged
Ben Baum, Durabook, discusses the importance of genuine third party testing to ensure devices are up to the rigours of day to day field service.
Servitization in a post pandemic world
In the first feature from a recent FSN Research paper, published in partnership with HSO, we look at the role of servitization in the post-pandemic world.
Can we train remote technicians if they have never worked within a field role?
Martin McLean reflects on whether it is possible to train remote technicians to solve customer issues as effectively as those who have a previous background working in field service.
