Field Service USA 2016 (past event)

April 25-April 28, 2016

Whitepapers and Reports

Reports & Studies

The Director’s Report: Field Service USA 2016

Customers now choose a piece of equipment based not on specific product attributes, but on the quality of the service that the company can provide.This report from Field Service USA fixates on solving the major challenges for Field Service.

Over the past 12 years, service has emerged as a huge driver of productivity and customer satisfaction. An estimated 28% of overall company revenue now comes from service.

Service is now seen as an important competitive differentiator. Read this report for more of an in-depth analysis. 

Click on the image to the left to download this report today! 

Services, Revenue, & Trends Report

We surveyed over 125 cross-industry, cross-vertical service leaders onsite at Field Service USA 2014 to create the 2014/2015 Services, Revenue & Trends Report, a free report that assesses the future of field service. Respondents represent top companies like Cisco, GE, Siemens, Metter-Toledo Inc., and more.
               
This study reveals trends in:
- Customer experience
- Remote On-Demand Training
- Innovations for Transforming Service Delivery
- Opportunities for revenue generation in 2014

Click the image to the left to download the whitepaper now!

Training and Outfitting the Tech of the Future: an Astea Report

Featuring the insight of four leading service executives representing several industries, this Astea sponsored report brings the thought leadership of the Field Service faculty to your desktop. Focused on the tech of the future, the report covers:

- Creating a customer facing, sales enabled service force
- Where the role of the tech will evolve along with technology
- Best practices for first time fix and preventative maintenance

Click the image to the left to download your copy!

Download The 2013 Field Service Report

According to a new survey of service and support executives at global service companies like Pitney Bowes and DIRECTV, nearly half of field service companies (47%) are incentivizing reps to sell services. While technical training still far outweighs soft skill training for field service technicians, according to 74% of attendees, customer experience is playing a more important role as service revenues account for 35% or more of all company revenue, according to 46% of our respondents. While companies in field service are investing in training that will enhance customer service, this data suggests that companies still place the highest value on their product.

The Field Service research team–with the help of global service software provider Astea—created the report based on the findings.

Field Service USA Director's Report

Using proprietary benchmark data, this report highlights key trends moving the field service industry and introduces how they will be addressed at our 2015 event. Topics covered in the report include:
 -Creating revenues through customer outcome based service
 - The role of tech in maximizing first-time fix rates
 - Building loyal remote teams with strong sales capabilities

Click the image to the left to download the report now!

Mobilizing Field Service Management

Customers want faster service, better service, and more information about field service delivery. One way businesses can deliver on these expectations is through mobile workforce management solutions. Modern mobile workforce management solutions can provide a plethora of mobilized, immediately accessible information, including employee location, work order management, labor and material tracking, and mobile invoicing, among others.

Astea's latest report on mobilizing field service management analyzes these newest solutions and the role they play in effectively managing a field service operation.

Click the banner to the left to download

Field Service Benchmarking Report Volume 3

During the 2012 Field Service conference, a survey was conducted with the audience of more than 400 attendees with the goal of providing a report that would outline how service organizations stack up against one another in various focus areas.

The audience was asked to comment about their investment in:

  • Streamlining service delivery
  • Future investment into research and development
  • Current growth strategies
  • New product development
  • Workforce management strategies
  • Best-in-class strategies for training and development

Approximately 60 people in roles like Senior Vice President, Customer Support, Vice President of Field Service, Director of Customer Advocacy and more, from companies as diverse as Kodak, Siemens and Pitney Bowes, responded to the comprehensive survey. After compiling and analyzing the results of this questionnaire, the 2012 Field Service Benchmarking Report is now ready for download.

District Managers: The Links That Turn Corporate Strategy into Reality

For many organizations, District Managers play a vital role, serving as the all-important intermediary between corporate offices and individual stores or branches. As some of the most important field leaders, engaged, empowered District Managers can be a critical asset to an organization. However, ineffective field leaders and high turnover at that position can limit an organization’s ability to translate strategy into reality.

Field Service has teamed up with Square Root on a new benchmark report that uncovers the biggest challenges District Managers are facing. The report includes proprietary data from surveys of more than 900 District Managers, interviews with influential corporate leaders, and actionable insights.


Click on the image at left to download this exclusive report!

The World Made Web: What service will look like after IoT

The Internet of Things is a concept that has far reaching potential for service operations. In fact, the scope of the technology can make it difficult to appreciate some of the more defined aspects of how it will be disruptive. New from Field Service, our IoT technology profile explores how innovations are already in the field, and where the technology will take service in the next several years.

Click the image to the left to download your copy now!

European Service Trends Report

Services, rather than products and equipment, have become an increasingly critical source of revenue for European companies. As a result, field service-oriented companies are under pressure to find new revenue streams in services.

Produced in conjunction with Pegasystems, this whitepaper covers the following:
 - How service and support companies are deploying tools that leverage mobile technology
 - How customer-centricity and customer engagement initiatives have become essential
 - How businesses are unlocking the potential of technology and data

Click the image to the left to download the whitepaper now!

Is it time for IoT to become part of the field service landscape?

The internet of things is no longer simply a buzzword around a lofty concept. Field service operations are realizing the potential for disruption meeting the IoT paradigm presents. This report covers the perceptions of brands around this new paradigm, and where they are in terms of creating meaningful strategies.


Click the image to the left to download your free copy!

European Field Service Trends Report

The Field Service research team, with the help of global service software provider ServiceMax, created this report from a survey of more than 50 companies like Johnson Controls and Bayer Healthcare, in attendance at the Field Service Europe event in October. Other key insights of the report include:

  • 66% of companies view their service organisations as profit centres rather than cost centres
  • 40% of companies have no strategy in place to motivate their parts reps to sell services, and will not be looking to do that for the next five years

See how your firm compares to your peers and competitors by viewing the results throughout this report.

How Mobile Workforce Management Changes the Game for SMBs

For service-oriented businesses, field staff are playing more important and multifaceted roles than ever before. Field employees are not just the first line of defense against customer dissatisfaction. They are also the vanguard of the customer experience.

In order to get the most out of their field workforces, small and medium-sized businesses are leveraging mobile workforce management solutions. This eBook explores why so many SMBs are turning to these solutions to increase field productivity, reduce cost, and improve employee engagement.

Click on the banner to download the eBook now!

Where Service Meets Sales

The field service industry is in the midst of a major transformation. Using powerful new digital solutions, tools for service lifecycle management, customer relations, remote on-demand training, and real-time automation and information have become crucial in order to transform service delivery. This allows companies to leverage service offerings to improve customer satisfaction while growing the bottom line.

This whitepaper covers the following:
 - How service and support companies are centralizing and streamlining supply chain management
 - How customer-centricity initiatives have become essential
 - How businesses are automating their operations

Click the image to the left to download the whitepaper now!

Field Service Mobility Best Practices

Take a look at this report from NetMowtion on the best practices for mobility.

Mobile field initiatives deliver tangible benefits in increased productivity and improved customer service. A mobile virtual private network (VPN) such as NetMotion Mobility® is the key to achieving best practices in a deployment and realizing the full benefit of the investment. It provides secure, reliable network connections for mobile workers; builds worker acceptance to overcome common change-management issues; and allows greater span-of-control for field managers and IT staff.


Click on the image to the left to download today! 

Articles

Articles Podcasts Videos About Field Service Issues

As the corporate world barrels into the digital age, field service organizations must consider how to better utilize technology to manage a mobile workforce. Pitney Bowes is taking steps toward that kind of innovation with new practices like streaming video tutorials to Blackberry's and smartphones of its field service staff.

In this exclusive podcast interview, Ivin Smith, Vice President, Customer Service & WW Technical Support, Pitney Bowes, talks about why the company is taking steps like this. Ivin has even starred in some of these training videos himself, and says that he thinks its important to embrace technology and means of communication his field reps are using.

Smith also talks about ways the organization is working to increase service revenue, such as the implementation of creative incentive programs to drive the sales of fee-based services.

Service Level Agreement

In this exclusive presentation, David Bisciotti, VP Field Operations at Varian Medical Systems, discusses service level agreement: Assuring First-Rate Customer Service by Incentivizing your Employees and by Effectively Measuring Customer Satisfaction

Mobile Resource Management

In this exclusive presentation, Todd Miller, Technical & Customer Support, Ricoh Americas Corporation, discusses \mobile resource management: Effective Document And Knowledge-base Management For Enhanced Product Support

Field Service USA 2013 Post Show Report

You probably attend a fair number of conferences a year.

Having something to take back to the office that recaps the event for you is just plain helpful. So we've created a Post Show Report that we hope gives you the basic information about:

  • Who Attended the Event
  • Their Industry and Job Level Breakdown
  • What Attendees Were Saying Onsite
  • How Your Company Can Benefit by Being Involved
  • Many Other Insights

Field Service Companies

In this exclusive presentation, Andy Ortega, Director Global Field Service at Pacific Biosciences discusses field service companies: Exploring Best Practices In Service Leadership Development.

Field Service Management

In this exclusive presentation, David Bishop, Director Service Operations & Operations Strategy Service North America, Johnson Controls, discusses field service management: Optimizing Remote Operations and Predictive Services.

Event Takeaways & Highlights

Whitepapers

Alarms Management: The Future Is Now

Automating Maintenance, Energy and Alarms Management for Smarter Decisions, Lower Costs and Competitive Advantage

A GUIDE TO SERVICE QUALITY PROGRAMS

Companies are increasingly realizing that delivering high quality services can set them apart from the competition, increase profitability and drive customer loyalty.For the purposes of this guide, Service Strategies have reviewed seven different quality programs which are:

-Six Sigma
-ITIL (IT Infrastructure Library)
-Capability Maturity Model Integration (CMMI‐SVC)
-ISO Standards: ISO 9001:2008 and ISO/IEC 20000, TSIA / J.D. Power & Associates’ Certified Technology
-Service and Support (CTSS) 
-The Service Capability & Performance (SCP) Standards. 
-Quality Programs Comparative Matrix


Download here to read more! 

Managing 3rd Party Service Providers- an Astea Whitepaper

It's becoming increasingly common for field service companies to cater to dispersed and growing customer bases. The costs of trying to be everywhere at once are high, making third party service providers an attractive option. Containing proprietary analysis from Astea International, this report covers:

-The benefits and challenges of service outsourcing
-Connecting third party service providers
-Strategies leading companies are using to optimize their process and spend.

Click the image to the left to download the report now!

Becoming the Industry Benchmark for Customer Experience in the face of Shifting Economic Models

A Total Customer Focus transformation by ASML on a $7 billion B2B High-Technology Leader.

To read this report, simply click on the image to the left!

Aftermarket & Service Parts Planning

Check out this report from ToolsGroup, where they discuss the 'Aftermarket & Service Parts Planning'. 

Aftermarket supply chains are characterized by multi-tier distribution networks with large volumes of part numbers and intermittent demand. Traditional supply chain planning solutions don’t address the “long tail” problem, so it’s especially difficult to maintain high service levels across differentiated channels. 


Click on the image to the left to read more!

Optimizing Field Service Workforce Performance Best Practices

Many organizations are struggling with how to best train and develop their field service workforce. Best in class organizations now have to learn how to develop their people into top notch performers that are able to perform the technical aspects of the job while delivering exceptional customer service.

This white paper delivers best practice guidelines for optimizing the performance of your organization’s workforce. These essential guidelines and strategies are based on learning research, as well as one-on-one interviews with the leaders of “best in class” field service organizations that are shaping the future for field service.

5 Fleet Safety Program Myths Busted

Don’t let false assumptions and concerns hold back implementation of your fleet safety program.

This e-book addresses five issues and myths, together with suggestions to avoid potential pitfalls to give you and your safety program a good start.


Click on the image to download today!

Approaches to Diagnostic Knowledgebase Development

A diagnostic knowledgebase contains fault and repair information derived from engineering design data, technical publications and real-world field experience.
The most comprehensive knowledgebases contain a combination of concise descriptions of failure modes predicted through engineering analyses and real- world maintenance experiences that reflect the collective experience of the global user community of the subject equipment or system.

This paper identities three potential sources of knowledgebase content, any of which can contribute to an effective and efficient troubleshooting process for even the most complex equipment and systems.

The Work Market Guide to Finding & Managing Onsite Freelancers

It is simple: companies want to make sure work gets done well and on time, while freelance workers want honest work and good pay. The right technology just hadn’t been invented to optimize millions of people working every day across every industry in local markets. That’s what we make happen at Work Market.

Download The Work Market Guide to Finding & Managing Onsite Freelancers by clicking on the image.

Change for the Better: Managing Change in Driver Behavior for Growth

How to make a deep, lasting impact on your fleet performance and safety culture.

Help your organization take bold steps to disrupt the status quo by improve driving standards and fleet performance at large. Make continuous, lasting improvement a key part of your company culture.
Read on to learn how!

Click on the image to the left to download now!

SLM: Understanding the Value of Integrated Service Content Management

Problems with managing service information can cripple service efficiency. Recent studies suggest that as much as 40% of service time is spent searching for information required to complete specific tasks. This means that nearly half of a service technician’s day is wasted in unproductive activity.

Best Practices for Transforming the Customer Experience with CONNECTED FIELD SERVICE

In the era of the connected customer, delivering a superior, end-to-end customer experience has never been more important. In fact, according to the Customers 2020 report, customer experience has overtaken price and product as the key brand differentiator. To put it simply — the future of business success relies on providing superior customer service.

In this report Salesforce talk about the following:

  • What is Field Service Management?
  • Field Service Management Presents Unique Challenges to Connectivity
  • Best Practices for Delivering the Best Customer Experience
  • Best Practices for an Efficient Call Center or Dispatcher
  • Best Practices for Equipping Your Field Agents
Click on the image to the left to download!

Service Industry Report

Editor-in-Chief of the Field Service Blog, Deanna Gillen, sat down with leaders of the service industry and compiled a series of five executive whitepapers citing advice from cross-industry, cross-function service leaders. This is the first of five in our executive whitepaper series derived from conversations with industry experts.

Service Lifecycle Management: Understanding the Value of Integrated Service Content Management

Across all major manufacturing industries, field service teams are expending considerable amounts of time searching for current part and procedure information. Learn how an integrated service content management system can drive measurable improvements in service quality and efficiency by providing teams in the field with real-time access to up-to-date service information.

Transforming Paper-Based Workflows to Mobile

Red Hat Mobile talks about the move from paper to Mobile in this eBook. This engaging read gives real life use cases of how moving forward with the times will benefit your business. 

Going mobile eliminates nearly 100 paper forms to give better service at a lower price. 


Click on the image to download! 

Using Advanced Analytics and Innovative Resolution Techniques to Reduce Truck Rolls and Related Support Costs

This white paper from OnProcess Technology examines the challenges cable and broadband MSOs face while trying to reduce truck rolls and how the success of current techniques has reached its maximum potential. 


The paper also presents a unique new methodology for proactively identifying conditions that indicate when truck rolls can be prevented—an approach that requires advanced data analytics as well as leveraging innovative customer-interaction techniques.


Click on the image to Download your copy now!

Booked Up, Busy, Billable: 5 Strategies to Maximize Tech Utilization

In this informative eBook, learn five simple practices to help capture each and every billable hour and bill more with the same number of resources. Utilizing these five time-tested best practices to make your team more efficient and productive.

The Mobile Dozen

Download this eBook written by Red Hat Mobile. Red Hat’s experience and leadership in enterprise IT, its portfolio of open source and cloud technologies, and its mobile capabilities and mobile application platform can help your organization evolve towards greater agility and digital innovation.

Mobility is increasingly becoming a top priority for business as a means to drive innovation and streamline operational efficiency. However, it’s also creating demand for faster, continuous development cycles that challenge traditional IT infrastructure and development methodologies.
In crafting and reviewing your mobile strategy, this eBook helps you break the process across  10 pillars which are outlined in the eBook.


Click on the image to download! 

Using the Internet of Things to Deliver Effortless Customer Service

Today's customers are social, mobile and connected. The result is an unprecedented opportunity to engage customers 24/7 in a personalized way on every channel and on every device. And in today's world, customers expect every service experience with your company to be one thing: effortless. With these new expectations, companies need the right technology and processes in place to deliver first-rate customer service.

Video

Driving Revenue: The New Field Service Imperative

As a part of an innovative, growth-minded service business, you know there’s a shift in the way organizations are prioritizing internally. Driving business as a profit center is now a top priority on everyone’s list. But do you know how to move from the red to the black?

Watch this webinar, Driving Revenue: The New Field Service Imperative, and we’ll show you:

- Management tactics to utilize your greatest assets (your service professionals)
- Techniques for finding revenue opportunities in service
- Critical information needed to ensure customer satisfaction

Hear from Dave Hart, Vice President of Global Customer Transformation, ServiceMax, who will break down the pressure on service leaders to make top line growth a priority and the transition of service companies from cost to profit centers.

Video

Key Trends in Next Generation Field Service Mobility

View this webinar and learn:

  • How to move beyond visibility of field technicians leveraging next generation mobile solutions
  • About empowering your field workers with access to critical customer, job, and asset information when and where they need it
  • To delight customers while providing reliable appointment windows, accurate arrival times, and real time status updates of mobile workers. Creating moments of joy!
  • How to address the needs of your field service organization with purpose-built mobile technology
Speakers:
  • David Krebs, Vice President, Enterprise Mobility & Connected Devices, VDC Research
  • Katelyn Burrill, Product Marketing Manager, ClickSoftware
  • Chris Johnston, Director of Mobility Business Development and Partnerships, HP Inc.

    Revolutionizing Field Service With Analytics & Business Intelligence

    View this webinar and learn to:

    • Harness the power of analytics without getting lost in the data
    • Provide actionable intelligence at every level of the organization
    • Transform into a performance-driven service enterprise
    Keynote Speakers:
    • Liron Marcus, Senior BI & GIS Specialist, Astea International
    • Deb Geiger, VP Global Marketing, Astea International

      Driving Revenue The New Field Service Imperative

      View this webinar and learn:

      • Management tactics to utilize your greatest assets (your service professionals)
      • Techniques for finding revenue opportunities in service
      • Critical information needed to ensure customer satisfaction
      Keynote Speaker:
      • Dave Hart, Vice President of Global Customer Transformation, ServiceMax

        Building a Business Case for Field Service Technology

        View this webinar to learn about:

        • The top metrics being used by field service organizations to drive growth and measure success
        • Which metrics can impact your top and bottom line most
        • How to create a field service business case that your CFO will love
        Keynote Speaker:
        • Patrice Eberline, Vice President of Global Customer Transformation at ServiceMax