Reduced overheads are a benefit for service providers but do customers necessarily want cheaper service?
Change is best arrived at in iterations. In the final of this series from an exclusive Beyond the Data report that is part of a major research project we have run in partnership with Salesforce focused on the rise of remote service delivery was we ask if the new normal going to be built by …...
Digital Transformation meets the acceleration of global disruption
We are rapidly moving to a new world. Perhaps the most overt and also important outcome of the pandemic is that the digital transformation journey our industry has been on for some time now has been massively accelerated by the pandemic. Not only have many companies taken quantum leaps forwards in their own digitalisation …...
Reduced overheads are a benefit for service providers but do customers necessarily want cheaper service?
Are your goals aligned with your customers’? Reduced overheads are a benefit for service providers but do customers necessarily want cheaper service? One of the key findings in our study run in partnership with Salesforce looking at the rise of remote service delivery was that for service providers the lower overheads of...
Beyond the Data: Virtual Field Service and the New Paradigm of Service Delivery (2021)
Beyond the Data: Virtual Field Service and the New Paradigm of Service Delivery (2021) In recent years we have seen a marked shift in the emphasis on the metrics which define success within field service operations. Traditionally, the critical metrics within field service organisations have centred around operational success. KPIs...
Beyond the Data: Benchmarking the New Normal from Year Zero
Beyond the Data: Benchmarking the New Normal from Year Zero Having conducted an extensive research study in partnership with FieldAware, we explored how the field service sector has reacted, adapted and evolved in the wake of the pandemic that swept across the world in 2020. In the headline findings of that initial research study, we...
