There is more to the value of working with a rugged manufacturer than the technology
Ben Baum, Durabook explains how the value of working with a specialist rugged manufacturer goes far beyond simply having reliable devices in the field.
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.
“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.
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.
Do we want our most experienced technicians in the field or remote service specialists?
Martin McLean draws on his experience as a technician both in the field and now as a remote service specialist to reflect on a critical question – where do we place our most experienced technicians?
Why Total Cost of Ownership is about far more than just the life-cycle of a device
Ben Baum, Durabook explains how the case of Total Cost of Ownership has evolved beyond the lifecycle of the devices and includes productivity of our field techs
How are customers reacting to Konica Minolta’s remote-first policy?
Martin McClean reflects on how customers have reacted to Konica Minolta’s shift to a remote-first-as-a-default policy
A Deeper View for Bigger Problems
In this feature from a recent white paper sponsored by Salesforce, we discuss why having deeper, more nuanced information is important for field service workers.
How do we find the balance between drowning in data and operating in a data-driven world?
In the last in a series of essays for service leaders we ask how we find meaning in an ever-growing ocean of data
The role that development and trust can play in workforce retention
Martin McClean explains how being involved in development projects has been pivotal in maintaining his passion for his role
