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.
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.
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?
Overcoming potential customer barriers to adopting remote service tools?
Martin McClean talks us through how he personally approaches overcoming any barrier to remote service his customers have
A Team of Employees and Third-Party Contractors
In this feature from a recent white paper sponsored by Salesforce, we analyze the importance of developing relationships with third-party contractors in order to ensure a positive customer experience.
Research Briefing: Servitization in a post-pandemic world
Access this exclusive FSN Research report, in partnership with HSO, where we ask did the pandemic kill servitization or make it stronger?
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