How Field Service Engineers Can Be Your Customer’s Trusted Advisors

Posted by Vele Galovski on 4/17/18 5:00 AM

An adage in business is that “nothing happens until you sell something.” Nothing to install, nothing to service, nothing to renew. Great hardware and equipment manufacturers have been built on great engineers creating great products for great salespeople to sell, and the best of the best repeated this cycle as often as they could. Discussions between customer and supplier revolved around the initial sale, and “services” were comprised of customization and installation and/or support and maintenance contracts. Then, the engineers developed a product refresh and the cycle started all over again. However, as we’ve previously discussed in B4B, the conversations are changing.

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Topics: field service engineer, customer outcomes, field services, cross-sell, upsell, trusted advisor, field service, Blending Service and Sales Motions

How to Achieve Business Model Innovation with IoT

Posted by Nicole Dornsife on 2/20/18 5:00 AM

The growing trend of digital transformation is having a huge impact on the way traditional product and service-based businesses are run. But, there are many details within this broader concept that deserve a closer look, particularly its effect on current business models, training processes for field technicians and other staff, and delivering outcomes to customers. To provide an inside look at some of the more critical elements of the digital transformation journey, TSIA and Librestream have partnered to create a two-part blog series all about how to digitally transform your services business.

To get an inside look at how digital transformation is impacting traditional business models in both product and service-based organizations, I spoke with Jereme Pitts, the chief operating officer at Librestream, the leader in developing innovative mobile video collaboration solutions for field services, manufacturing, energy, and the public sector. In this interview, he shares his perspective of digital transformation, how it’s impacting technology and equipment companies, and offers his advice to traditional businesses looking to take on this transformation, both for their benefit and that of their customers. 

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Topics: field service engineer, internet of things (IoT), smart, connected products, digital transformation, smart services, The Role of Digital Transformation Within Services

The Customer Journey Through the Eyes of a Field Services Organization

Posted by Vele Galovski on 10/19/17 5:00 AM

The operating models of equipment manufacturers are in the midst of a huge transformation. The industry is rapidly moving from a pure product focus to a customer outcome-based focus. With this change, every equipment manufacturer will be faced with the hard truth that their customers are also changing the way they purchase. New customer expectations, new models, and new capabilities will put tremendous pressure on today’s field services organization to adapt, be relevant, and continue to deliver a key revenue stream for their company.

This transformation will impact every aspect of a company, including traditional service lines of business like Support, Professional, Education, and Field Services. These service organizations will need new capabilities to be relevant in the future while they continue to deliver today’s results. Let’s take a stroll along the customer journey of the future.

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Topics: field service engineer, field services, trusted advisor, Art and Science of the Customer Journey

5 KPIs to Reduce On-Site Support Costs [Animation]

Posted by Technology Services Industry Association on 1/24/17 5:00 AM

If you have hardware at a customer location, you're always going to need on-site service, and reducing this cost will continue to be an ongoing priority for every field services organization. Watch this short animation to learn 5 key performance indicators you can use to reduce on-site support costs through better optimization of your processes and more efficient use of your available workforce.

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Topics: field service engineer, benchmarking, field services, video, animation

How an Industrial Equipment Company Increased Gross Profit and Field Tech Utilization

Posted by Technology Services Industry Association on 8/30/16 6:30 AM

When technology companies need to grow their revenue and profits, they come to TSIA. We provide our members with the relevant industry research, business frameworks, and benchmarking they need to optimize their service businesses, overcome top challenges, and achieve their goals. To share an example of what you can accomplish with a TSIA membership, here's a case study of how we helped one of our members within the industrial equipment industry improve customer adoption of their technology with their existing field services team.

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Topics: field service engineer, customer adoption, field services, industrial equipment, TSIA Case Study

5 KPIs That Can Help You Reduce On-Site Support Costs

Posted by Vele Galovski on 6/21/16 8:50 AM

If you have hardware at a customer location, you're always going to need an on-site service delivery channel. Aside from cutting down the number of on-site incidents, reducing the cost of these visits will continue to be an important organizational objective. In my TSIA Pulse webinar, "Best Practices for Reducing On-Site Incident Costs," I gave a walkthrough of the TSIA outcome chain I've built to address and solve this business challenge for our Field Services members. Within that outcome chain, I highlighted the 5 key performance indicators (KPIs) that drive these on-site incident costs and gave examples of how these areas can be improved in order to reduce costs.

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Topics: support, key performance indicator (KPI), field service engineer, field services, TSIA outcome chains

Improve Field Service Margins with Preventative and Proactive Support

Posted by John Ragsdale on 2/29/16 8:38 AM

I recently co-presented a webinar with our longtime partner, ServiceMax, called, “5 ‘Can't Miss’ Mobility Tactics for 2016.” The response from attendees was so positive, I thought it was worth highlighting some of the content we covered in a blog post, especially in regards to preventative and proactive support. In fact, recent TSIA research has shown us that our members have been able to eliminate 37.3% of onsite visits through the use of proactive support! In today's post, I'm going to explain how leveraging your field service technicians as a resource for providing preventative and proactive support can help your organization achieve similar results.

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Topics: field service engineer, customer support, field services

Focus on Retaining Great Employees

Posted by Vele Galovski on 12/7/15 6:30 AM

Employee attrition is a key field service metric with growing importance. This is due to a number of factors, such as talent wars starting to heat up as field service engineers near retirement age, significant commitment to training, and positive hiring trends due to both growth and replacements.

When it comes to attrition, companies typically lose employees that are performing well and that they can ill afford to lose. That’s why a view of voluntary attrition is critical.

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Topics: organizational culture, field service engineer, field services

Leveraging Your Field Service Engineers to Drive Revenue

Posted by Vele Galovski and Harald Kopp on 9/22/15 6:30 AM

On the surface, smart, connected products threaten to make the need for on-site service obsolete. Embedded technologies will phone home and signal either a firmware upgrade or generate an automated service request for a customer-replaceable unit as part of an advanced exchange program. Although this is happening more and more and will undoubtedly continue in the future, hardware companies will always need a field service engineer to go on-site at a customer’s location. The question is how to best to use this tremendous organizational resource in a way that helps the company during the B4B transformation? In this final installment of our 10-part blog series about how IoT is impacting Hardware and Industrial Equipment companies, we’ll be talking about how you can leverage your field service workforce in new and exciting ways.

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Topics: field service engineer, field services, industrial equipment, internet of things (IoT), Intro to IoT, smart services

Managing the Complexities of Service Parts Management

Posted by Ravi Naidu on 5/3/13 2:19 PM

The business of managing spare parts is complex and under constant pressure to become leaner and more efficient while maintaining, or improving, key performance indicators and service level agreements. Not an easy task, by any means. Why is the business of service spare parts under this continual pressure? Well, there are three main reasons for this.

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Topics: service revenue, spare parts logistics, key performance indicator (KPI), service level agreement (SLA), field service engineer, field services

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