The Customer Service Journal

Volume 4 March 2018

ISSN: 2374-9296

Knowledge for the World of Customer Service & Support

Field Service News & Commentary

Webinar: Service Cloud: Faster, Smarter, More Personalized Service

An April 17 IndustryWeek-hosted webinar, sponsored by Salesforce


Date: Tuesday, April 17, 2018

Time: 2:00 p.m. EDT (GMT -4, New York)

Duration: 1 Hour

Event Type: Live Webinar

Cost: Free




Field service management technologies of the past have often disappointed, resulting in high service costs, excessive warranty expenses, and dissatisfied customers.


A new wave of emerging technologies, ranging from the smart internet-connected devices to augmented reality and artificial intelligence-driven technician support systems promise to deliver a new level of field service efficiency.


In this webinar, industry analyst Joe Barkai will discuss whether these and other emerging technologies will deliver on the renewed promise, or will history repeat itself: organizations and individuals are slow to adopt promising new technologies and incorporate them efficiently into existing culture and workflow.



The 10 Dos And Don'ts Of Managing Tomorrow's Workforce

Aaron Zauderer

Marketing Assistant at Worldwide Business Research


According to Forbes, Millennials will make up 46% of the workforce by 2020. Tokyo Electron Americas is actively reviewing their acquisition and retention strategy which has successfully integrated over 100 millennials into the workforce in the last 2 years.


Check out our exclusive video from Field Service USA 2017 to hear Ed McMurray, VP of Field Operations at Tokyo Electron Americas share how you can successfully:


• Ramp Up Your Recruitment and Retention Strategies

• Capitalize on the Next Generation of Employees

• Provide an Overall Better Service for your Customers.


Watch the video here:




Field Service Management Software Market Latest Trends, Key Players and Forecast Analysis Up to 2022


Field Service Management Software Market research is a professional and in-depth study on the current state of the Field Service Management Software Market and provides a basic overview of the definitions, classifications, applications and industry chain structure.


Field Service Management Software market including development trends, competitive landscape analysis, and key regions development status. Development policies and plans are discussed as well as manufacturing processes and cost structures are also analyzed. This report also states import/export consumption, supply and demand Figures, cost, price, revenue and gross margins.


View More Details of Field Service Management Software Market Report at:


Major Aspects Responsible for Field Service Management Software Market Growth:


Field Service Management Software market development trends

Key manufacturers with market status

Consumption by market share (2017-2022)

Market entry strategies with counter measures of economic impact

Market segmentation by production, import and export

Feasibility studies and proposals for new project investment.



Gulfstream Ups the Ante on Support with AOG Call Center

by Chad Trautvetter   - March 7, 2018, 11:15 AM

Gulfstream Aerospace has established a center dedicated to the resolution of aircraft-on-ground (AOG) issues to further increase the level of integrated support and ensure faster return to service of customers’ grounded aircraft. The technical operations contact center is located within the Gulfstream Savannah Service Center.


Incoming calls or messages designated as AOG are routed to the center, where experienced team members can tap into Gulfstream’s worldwide resources, including Field and Airborne Support Teams (FAST) aircraft that can quickly deliver parts, tools and/or technicians; more than 150 field service representatives and FAST-dedicated technicians, including 12 mobile repair teams; more than $1.6 billion in spares inventory at some 20 locations; and a network of more than 30 company-owned and authorized service centers and warranty facilities.



How The Field Service Customer Experience Will Evolve In 2018


By Sarah Nicastro, publisher/editor in chief, Field Technologies

Improving the customer experience has been a key strategic initiative for field service organizations this year, and field service management provider ServicePower introduced a new product module today as part of its unified suite to help companies achieve that goal. I sat down yesterday with Marne Martin, CEO of ServicePower, to discuss why this focus on the customer experience is so critical and to get her thoughts on some of the ways that the field service customer experience will evolve in 2018.


Field Nation Launches New Algorithm for Service Provider Selection Simplicity


By The HRT News Desk

Mar 05, 2018 | 2 Mins Read


Field Nation, the workplace efficiency solutions provider has announced a first of sorts; a matching algorithm recommending the best field service contractors to its customers/clients. The tool implements its massive, decade-long data pool, to help manage risks and garner access to quality hires.


The algorithm is based on 10 years of service and client information, employing these vast data sets to identify service providers who stand out in terms of talent, client feedback, past scorecards, closeness to site, and job requirements. As a result, work is completed in a cost-sensitive, time-conscious, and satisfactory manner.


Field Nation's AI algorithm applies machine learning tools, and arrives at a predictive score for each service provider. The score is indicative of the service providers value earned for every completed assignment. The algorithm will then ascertain which service provider's score-sheet is in-sync with, or matches the client's expectations.



The customer must be at the centre of the digital strategy


It’s easy to get obsessed with technology – it is the key enabler of today’s revolution – but the harder part of the transformation is cultural.


It’s about putting the customer experience and their business outcomes at the centre of everything. That means realigning engineering, manufacturing and the supply chain around delivering a world-class sales and service experience. It means new thinking about optimising customer satisfaction and loyalty metrics such as Customer Satisfaction Scores or Net Promoter Scores rather than production efficiency.


The list of technologies that can help this realignment is endless. Manufacturers should be investing in, or at least exploring, the internet of things (IoT) and industrial automation, cloud, big data, artificial intelligence (AI), robotics, 3D printing and more.



The future of fixing: What field service means for us in the next 50 years



Athani Krishnaprasad, ServiceMax from GE Digital

Published: 05 Mar 201


To be specific, the industry of fixing is actually called field service — and the technicians that make up its ranks are experts in engineering, automation, science and basic tinkering. The machines that run our lives (buses, dishwashers, planes, trains, power plants, oil rigs and the entire plumbing system) are fixed by field service technicians, ones who are dispatched at the drop of a hat to solve issues like downed power lines or defunct airplane parts.


But as technology advances further and machines evolve their ability to “think,” what will happen to this important industry? The future of fixing must evolve alongside technology, and so too will our army of fixers. The next 50 years of progress in our society means major changes for how it’s run — and how it’s fixed.


A product Salesforce launched two years ago is now the fastest growing in company history


Salesforce's Field Service Lightning, which launched just two years ago, is expected to book over $100 million in revenue this year, CNBC has learned.

That would make it the fastest growing product in company history, people familiar with the matter said.

But FLS and the broader Service Cloud division continue to see leadership turnover.

Dynamics Software Advanced Field Service 2.0 Available on Microsoft AppSource (press release)

Veenendaal, Netherlands, February 27, 2018 --( The latest release of Advanced Field Service, a Dynamics Service solution from Dynamics Software, offers additional functionality on top of Dynamics 365 for Field Service. Microsoft Dynamics 365 for Field Service allows organizations of any size to deliver intelligent, world class field service, managing all aspects of the end-to-end field service management cycle.



Zebra Revolutionizes Field Worker Productivity With New Durable Smart phone

Source: Zebra Technologies


TC25 Offers Small- And Medium-Sized Business Owners Improved Performance Over Consumer Devices And Pen And Paper Systems Currently In Wide Use


Zebra Technologies Corporation, the market leader in rugged mobile computers, barcode scanners and barcode printers enhanced with software and services to enable real-time enterprise visibility, announced the launch of the TC25: a new rugged smartphone specifically designed for small- and medium-sized businesses (SMBs). The TC25 empowers field mobility workers to scan barcodes on parts, manage routes, and complete invoices on the spot.




SugarCRM Elite Partner Faye Business Systems Group Announces Partnership with AgileField


Faye Business Systems Group will offer the AgileField mid-market field service management platform – which is comprised of an integrated set of cloud-based technologies, processes, reports, controls, and learning materials – with the goal of helping field service companies advance to higher levels of performance by overcoming barriers to growth and efficiency.


“FayeBSG is uniquely positioned in the Field Services Management ecosystems. By integrating the AgileField FSM platform with the CRM and ERP solutions we focus on and support, we can offer our clients a holistic solution that achieves complete organizational alignment with Sales, Marketing, Customer Service, and Field Service teams for customer records,” said David Faye, CEO of FayeBSG.


Also Read: SugarCRM Focuses on ‘Accelerated Innovation’ with New Cloud Offering



Field Service Software and Mobility are just the beginning of the growth in BPM

One of the areas where business process management (BPM) software is being most aggressively applied to transform a business process is field service. Huge armies of field service technicians are being armed with mobile applications and devices that often transform how an entire business operates.


A new survey of 300 IT decision makers that work at organizations supporting field workforces conducted by the market research firm Vanson Bourne on behalf of Red Hat identifies the top three drivers of these investments to be field worker productivity (46 percent), streamlining or optimizing field operations and processes (40 percent), and improving customer service (37 percent). On average, the respondents report their organizations will be increasing investments in these areas by 25 percent through 2018.



Uptima appoints new CEO

SAN JOSE, Calif., Feb. 21, 2018 /PRNewswire/ -- Uptima, the recognized experts in field service and quote-to-cash operations, announced today the appointment of industry veteran Bill Butler to the role of chief executive officer.


Butler brings deep sales and product expertise to Uptima from the Quote-to-Cash industry, particularly in cloud-based configure price quote (CPQ) and contract management (CLM) software. Past roles at CallidusCloud (being acquired by SAP), Cameleon Software (acquired by PROS) and FPX (acquired by HGGC) enabled Butler to hone his skills at creating and managing exponential revenue growth and building strong and effective partnerships.


ClickSoftware to Join SAP at Mobile World Congress to Demo New Predictive Field Service Capabilities


BURLINGTON, Mass., Feb. 21, 2018 /CNW/ -- ClickSoftware, the leading provider of field service management software, today announced it will be demonstrating in the SAP booth at Mobile World Congress, taking place Feb. 26 - March 1 at the Mobile World Congress in Barcelona, Spain. Located at the SAP Booth #3N31 in Hall 3, the company will demonstrate the latest version of Field Service Edge, its cloud-based, mobile workforce management platform.


Phil Davies, ClickSoftware's director of solution consulting for the EMEA region, will showcase the platform's newest predictive field service capabilities. Powered by ClickSoftware's Machine Learning Cloud, the platform identifies data patterns to make predictions and automatically improve valuable KPIs. In addition to predictive field service, Davies will walk through the platform's new demand forecasting to support more accurate resource planning and schedule optimization as well as the improved enterprise integration features which deliver more rapid and secure integration with third party systems such as CRMs, ERPs and EAMs.




IFS Study: Trade Contractors Struggle To Realize Aftermarket Service Revenue Potential Due To Obsolete Software


Field service management software is transforming trade/specialty contracting as more revenue comes from service contracts and maintenance


IFS, the global enterprise applications company, has released a primary research study revealing that legacy software solutions used by specialty and trade contractors could prevent them from profitably delivering aftermarket services to their customers.


These contractors are finding aftermarket service an important source of revenue growth as project owners wish to outsource asset maintenance to the companies that constructed, fabricated or installed the asset on their behalf.

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