Tag: Customer Service

Digital Transformation, News

ADTANCE Delivers Industrial Customer Service Solution for Microsoft Teams

ADTANCE, a leading international After-Sales Service technology platform provider for manufactures, industrial companies, and mechanical engineering organizations, announced the integration of ADTANCE Smart Services with Microsoft Teams, providing users with a comprehensive solution for industrial customer service. Teams users can...

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Feature, Service Operations

Customer Service 2.0

Customer Service 2.0 In this feature taken from a white paper published by BigChange, we explain why businesses are increasingly looking at customer experiences as a new source of competitive advantage.   The field service sector is incredibly competitive. Fewer than half of field service firms are currently profitable. A quarter of...

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Feature, Service Operations

Bouncing Back: How Demand Surged as UK Lockdowns Eased

Bouncing Back: How Demand Surged as UK Lockdowns Eased In this feature taken from a white paper published by BigChange, we have a look at what happened in the field service sector after Covid measures began easing in the UK.   Britain’s trades have bounced back from Covid-19 lockdowns and disruption. And they expect more …...

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Feature, Service Operations

Health Check of UK Businesses Running Field Service Teams

Health Check of UK Businesses Running Field Service Teams In this feature taken from a white paper published by BigChange, we look at their first health check of UK businesses running field service teams.   These trades are the backbone of the economy: plumbers, electrical engineers, construction businesses, maintenance companies,...

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Feature, Service Operations, Service Strategy

Is the move toward servitization gaining greater traction?

Is the move toward servitization gaining greater traction? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.   At the same time, the study also explored the digital transformation journey our sector has been on for several...

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Digital Transformation, Feature, Service Operations

How much did the pandemic impact customer-centricity and digital transformation?

How much did the pandemic impact customer-centricity and digital transformation? FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.   At the same time, the study also explored the digital transformation journey our sector...

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News, Service Strategy

The crowdsourced tech: a new way to deliver on-demand field service?

Manuel Grenacher, CEO Coresystems takes a look at how crowdsourcing could potentially be a revolution in delivering field service as and when it’s needed… Imagine a customer calls your customer service line and says he has a problem with his router. He wants someone there to fix it, and he wants them there yesterday. They’re...

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FSM Technology, News

Security specialist upholds outstanding customer service with Fleetmatics

Security integration specialist Scottish Communications Group (SCG) has cut thousands of pounds from its annual fuel bill following the introduction of Fleetmatics’ fleet and vehicle tracking technology. The firm, a leading supplier of integrated security systems including CCTV, access control and digital radio communications,...

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