The Customer Service Journal

Volume 4 December 2018

ISSN: 2374-9296

Knowledge for the World of Customer Service & Support

Field Service News & Commentary


Will they or won't they?  They did,  The Sale of ServiceMax to Silver Lake Group  - Commentary from the Editor


The Wall Street Journal reported in July that GE will auction off its assets in GE Digital.  And, it appeared at the time that ServiceMax was on the block to be sold.  This was countered by reports of discussions with ServiceMax executives that implied that ServiceMax was not for sale.


Silver Lake is an interesting buyer.  They are a very large investor whose diverse investments  include well known names such as; A Place for Mom, Credit Karma, GoDaddy, Symantec,  and Dell Technologies, to name just a few.


Here is a letter from Scott Berg to customers and friends of ServiceMax:

"This is an exciting new chapter for us. We believe this change will provide ServiceMax with the investment needed to continue technology development – and ultimately help us better serve you. The new company structure gives us both the flexibility to provide solutions to all industrial manufacturers and the strategic backing of GE to continue to pursue the industrial asset operator markets. This move will also give us increased agility and flexibility to pursue new strategic partnerships as an agnostic software provider and accelerate our momentum with a dedicated and amplified field service management voice in the market."


This is good news for customers and followers of ServiceMax as ServiceMax will avoid joining the "ash-heap" of customer service software populated with Clarify, Siebel, and People Soft.  Products that once were once market leaders but then sold to buyers who killed those products with limited investment in new functionality, change in product direction, and limited integration into other products as was the case with Oracle and Amdocs.




GE has a problem with the way is recognized revenue from long-term Service Agreements

Sam Klaidman

Middlesex Consulting


In his Blog Sam reports on GE facing regulatory scrutiny for it treatment of of revenue from long-term Service Agreements. 
This is an important lesson for service organizations in their treatment of service revenue from Service Agreements.


Sam's Blog



New Research on Global Field Service Management (FSM) Market Analysis by Top Companies- Servicemax, Inc., SAP SE, PTC, Clicksoftware Technologies, Oracle Corporation, Servicepower Technologies PLC, Trimble Navigation Limited.


According to Stratistics MRC, the Global Field Service Management (FSM) Market is accounted for $1.78 billion in 2018 and is expected to reach $4.45 billion by 2023 growing at a CAGR of 16.5% during the forecast period. Factors such as enhanced customer satisfaction, increasing number of field operations in manufacturing, oil & gas and reducing operational costs are driving the market growth. Internet of Things (IoT) provides ample of opportunities for the market growth.

After studying key companies, the report focuses on the startups contributing towards the growth of the market. Possible mergers and acquisitions among the startups and key organizations are identified by the report’s authors in the study. Most companies in the Field Service Management (FSM) Market are currently engaged in adopting new technologies, strategies, product developments, expansions, and long-term contracts to maintain their dominance in the global market.



Field Service 2019 - Conference & Show


Event Date:


23-Apr-2019 – 26-Apr-2019


Field Service 2019


Field Service is where cross-industry service, support, and customer care leaders come together to build world-class service and support operations. With forward-looking content and unique session formats that ensure you learn and network most effectively, Field Service is designed to help you achieve service excellence and drive profitability. Field Service 2019 will take place on April 23-26, 2019 in Palm Springs, California.


The WiMAX Forum is proud to be a supporting organization!


For more information and registration, please visit: Field Service 2019.



ServiceMax CEO eyes the opportunity of ‘Uberized’ labour markets for field service agents


By Derek du Perez, Diginomica

In an interview , Scott Berg argues that ServiceMax could potentially become the interface between field service engineers and the companies it sells its software to. He also provides some insight into the company’s growth since being acquired by GE Digital.


Editor's Note:

Many companies are beginning to turn to a "just in time" Field Service work-force to provide on-site services.  Some companies such as Pitney Bowes are extending their reach to provide services for products that are normally not in their "wheel House".  One example of this is the servicing of PC-based Kiosks in McDonald's.   Field Engineers in their late 50's and early 60's are choosing early retirement and then offering their services as independent contractors.  Their are a number of challenges that Field Service organizations face in adopting this "uberized"  work force that include background checks, methods of payment, and scheduling to name just a few.  This service delivery model has launched a number of competitors which we will examine in a future addition of the Customer Service Journal.



Field Service Medical Announces Full Speaker Lineup and Agenda

By CIOReview


NEW YORK  – The organizers of Field Service Medical (February 25-27), have announced their full agenda and speaker list for 2019 featuring over 250 industry executives from companies like Johnson & Johnson, Bayer, Philips, Medtronic, and Siemens. This is the conference for medical device service and support executives who are tackling changing regulations, service marketing, and the latest technologies in the healthcare industry. Field Service Medical 2019 is where healthcare executives go to benchmark, network, and discuss the future of field service.


Over 200+ senior-level decision makers from all sides of filed service will join us at the breathtaking San Bernardo Inn in San Diego, CA for 3 days of curated networking and learning.


The 2019 agenda is complete with information on the latest industry trends, as well as the future challenges that are top of mind for healthcare executives, including:


• Global Service and Technological Innovation in the Medical Device Sector

• Harnessing the ROI of IoT and Real-Time Analytics in Field Service and Support

• FDA CDRH Reorganization: One-Stop Shop for Regulatory and Compliance Information

• Driving Service Profit Chain Through Field Service Team Satisfaction

• Using the Right Tools and Technology to Empower Your Field Service Engineers

• Bridging the 'Baby Boomer - Millennial' Gap in Your Talent Management Efforts


Editor's Comment:

Having attended this conference in the past I can tell you it is well worth time and investment.  Valuable insights are shared and the information gained can help in addressing  some of the challenges in servicing Medical Devices.




Do You Have Enough Data For Machine Learning?


by: Karpagam Narayanan


Co-founder at eKryp.  We redefine field service through AI. Speaker on enterprise AI and entrepreneurship. TiE Silicon Valley Board.



The fear of not having enough data can stall an enterprise's digital strategy.


When you think you do not have much data, you stop to look at potential possibilities with existing data. However, it becomes a singular focus to collect additional data. You invest in making changes to your product to bring in sensors or vendors who coach you on how to collect additional data. Doing this without exploring what value you can bring in with existing data is equal to diversifying your portfolio without knowing your current asset allocation.


So how much data is needed? Professor Yaser Abu-Mostafa from Caltech answered this question in his online course. The answer is, as a rule of thumb, you need roughly 10 times as many examples as there are degrees of freedom in your model. The more complex the model, the more you are prone to overfitting, but that can be avoided by validation. Much less data can be used based on the use case.


At eKryp, we provide a field service SaaS application for manufacturers to do services planning. In one of our use cases, a manufacturer had thousands of devices but only a few field service technicians. We provided AI-based automation to help the manufacturer reduce dispatch of field service technicians. Essentially, this allowed the company to use existing data to optimize for the given number of technicians.


This link can be pasted into your browser:



Xplore announces a new line of rugged Laptops and Tablets



Xplore, now a part of Zebra Technologies, has announced a new line of rugged Tablets and Laptops.


Paste this link into your browser:


Computer Aided Dispatch (CAD) Market is Booming. Watch Out Latest Trends


Tanju - Analytical Research Cognizance shared report “Computer Aided Dispatch (CAD) Market” which covers data and information on capacity and production overview, production, market share analysis, sales overview, supply, sales, and shortage, import, export and consumption as well as cost, price, revenue and gross margin of Computer Aided Dispatch (CAD) Market. This report will help the viewer in Better Decision Making.


Computer-aided dispatch, also called computer-assisted dispatch, is a method of dispatching taxicabs, couriers, field service technicians, mass transit vehicles or emergency services assisted by computer.


Paste this link into your browser:

Request a sample of Computer Aided Dispatch (CAD) Market report @


© Customer Service Journal 2014, 2015, 2016,2017,2018  all rights reserved

The Customer Service Journal (CSJ) does not endorse any vendor, product or service described in its journal,   The CSJ disclaims all warranties, expressed or implied, with respect to its research, including any warranties of merchantability or fitness for a particular purpose.