All Articles
The Silver Tsunami Doesn’t Need to Spell Disaster for Field Service
The ‘Silver Tsunami’ of seasoned talent leaving the workforce has been steadily progressing for about 30 years. Service organizations have known it’s coming for years now, but recruitment and knowledge transfer haven’t kept pace. On top of this, Covid-19 amplified the...
Customer Demands Are Changing the Way Service is Delivered
In 2019, a pre-pandemic article by McKinsey called the Coming evolution of field operations, outlined four essential trends that would shape the industry in the coming years. AI and machine learning algorithms, augmented reality, integrated workflow tools, and an...
A Lack of Asset Data Strategy Is Hindering Service Transformations
Every leader questions their decisions at times, perhaps now more so than ever. Service leaders today face increasingly high customer expectations and service standards, putting pressure on their decisions and a spotlight on their chosen strategy. Data of course, was...
Comic Brake: Eye of Sauron
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
Managing the Asset Lifecycle with Service Campaigns
It's common sense that owners of products, equipment, and assets want a maximum of uptime at minimal operational cost. But how much emphasis does this get in the procurement cycle? For many buyers, defining the service requirements over a multi-year lifecycle is...
Why Companies Aren’t Using Asset Data Effectively
Over the past two years, there have been some encouraging signs that the field service sector has been increasingly embracing IoT and data collection. A report last year found that 76% of field service companies now had some connectivity with their install base. This...
ServiceMax Core Release 22R3: Bringing Service Stakeholders & Experiences Together
ServiceMax continues to innovate and expand the reach and impact of its Core field service and service execution platform. Our innovation is driven with an eye on external trends around emerging technology and business models but is primarily impacted by our...
Metrics Matter: How to Get Clear Operational Insights
In the field service industry, everything goes smoothly if you start with a solid plan. Just kidding. The last two years have shown us sometimes the plan goes out the window! Global supply chain disruptions happen, and your First-Time Fix Rate (FTFR) falls short of...
Are Your Assets Helping With Decision Making?
It shouldn’t take a conflict in Ukraine to make organizations realize the fragility of trade. We’ve already had a taste of it with Covid and for many industries, there is still a sizeable hangover that needs addressing. If there is a lesson to learn from all of this,...
Comic Brake: Supply Chain
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.
Behind the Product: ServiceMax Zinc
For many customers, field service engineers look like lone superheroes. They show up, miraculously make everything work, and then drive off into the sunset. What most customers don’t see is that field service is a team effort. Field engineers are able to save the day...
5 Keys to Managing Product Recalls
As an equipment manufacturer, you hope a product recall never happens. In reality, most OEMs have their share of misfortune. The recent example of Philips apnea machines shows how complex a recall process can be, how it can get out of hand, and how it can impact your...
Collaboration is Key for Field Service Success
Every time a field engineer shuts off their van's engine and steps onto a customer's site, they're taking a leap into the unknown. Every job is different. There’s no guarantee that the site will be easy to find and in good condition. Just getting to the right room or...
Rental in Transition: Navigating the Move Toward Net-Zero Emissions
Last week I went to Riga, Latvia to participate in the annual convention of the European Rental Association. With the theme ‘Rental in Transition,’ the convention rightfully worded the pivotal junction in time. Fuelled by the European Green Deal, we are poised to...
Comic Brake: Classic Rock
Editor’s Note: Today’s cartoon is part of our “Comic Brake” series. Field service management is serious business, but everybody deserves a good laugh after a long week in the field. Check back for cartoonist Terry LaBan’s next installment on FSD.