Four Service Scenarios: #1 The Equipment-Centric Scenario
We discuss what an equipment-centric service scenario, one of four that Gartner outlines as dominant in field service, actually looks like
White Paper: Four Service Scenarios (2022)
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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.
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
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.
