The company is adapting Dynamics 365 Marketing module to work better with its marketing team. “Integrated marketing was a solution Phillips didn’t know it needed, but once it saw what could be done, it wanted those additional tools,” Reeves says.
Customer expectations have been rising for a long time. This is old news, of course, dating all the way back to the dawn of the smartphone and the emergence of tech power players like Amazon, Uber, Google, and Facebook (or, uh, Meta). Many industries – CPG, ecommerce, hospitality, among others – learned an important lesson…
Forgive us for bringing up something so incredibly obvious. But – today’s customers expect personalized, connected experiences from the companies they work with. It doesn’t matter if they’re ordering paper towels via Prime or Pad Thai from an app. Blame Amazon, Uber, or your least favorite 2010s tech unicorn, but the proliferation of “big data”…
“Connected field service,” as a concept, has been around for a while. Per Google’s first few pages of rankings, it’s been a “thing” at least since 2018. Only recently has connected FS started gaining mainstream traction — among legacy field providers and the disruptive new entrants hoping to stake a claim on incumbent market share.…
One of the most important metrics in field services is uptime availability. In this article, we explain how to quantify uptime availability, the specific ways it matters in field service, and how you can improve your uptime availability rates. How Do You Calculate Uptime Availability? Uptime availability is “the percentage of time that an asset…
Field service operations involve a great deal of managing documentation, with information flying back and forth over the Internet, phone lines, and sometimes even scrawled on handwritten notes in the margins of work order printouts. So, it is no wonder that many field service managers find keeping track of all those notes and updates one…
The work order is such a basic document that many field service managers take it for granted. Write up a job, assign it to a technician, and bill it when done. Rinse, repeat. That is all there is to it, right? That approach may work, but it could be more efficient and scale better. With…
What is First-Time Fix Rate (FTFR)? First-time fix rate (FTFR) is a metric used to track how often field service jobs are completed on the very first visit. A job is considered “completed” when a service technician fixes a problem, and there is no need to return for the same problem within the allotted recall…
As a field service company, you understand the importance of having a workforce that can work effectively on the go. But how do you ensure your mobile workforce operates at its maximum potential? A mobile workforce can include a few types of workers. For example, it can be a remote workforce operating in the field,…
Field service management software delivers a ton of benefits to service-based orgs. It can lower operational costs, reduce resolution time, and streamline scheduling and dispatching. FSM tools provide in-context support to field techs and easy, on-demand access to valuable resources like service histories, customer records, training docs, and even a direct line to veteran experts…
