Field Service News

28/04/2025

“I’ve seen brands loosen up their return policies and – boom – sales jump.” - Johann Diaz, Founder, Service Revolution Academy

The brands that win in returns aren’t winging it. They’re using tech to turn a pain point into a strategy.

AI-driven size guides and virtual try-ons cut returns before they happen. Automated routing keeps warehouses clear by sending products straight to resale, refurbishment, or donation. Real-time tracking reduces “where’s my refund?” support tickets.

The real question is—are you treating returns like a necessary evil, or are you using them to build something better?

In our new article, we break down:

- Why Returns Are Out of Control—And Why Most Fixes Don’t Work
- The Left-Field Take: What If Making Returns HARDER Was the Right Move?
- The Curveball: What If You Should Be Encouraging Returns?.. and more here 👉 https://bit.ly/42d0wQd

E-commerce returns are eating into your profits. Should you tighten policies or embrace them? Learn how top brands turn returns into a competitive advantage.

25/04/2025

The delivery of services and products today has changed beyond recognition, whether a consumer or a business user. The internet has created new ways of engaging with customers, with social media continuing to rise in stature as a customer support platform. Such changes have created new heights in customer expectation levels across the whole supply chain.

The key to retaining the loyalty of a customer depends not only on the initial buying experience, but with after sales support this is equally as critical, if not more so.

As part of our anniversary celebrations we revisit this article that saw the need for modernisation in Aftersales back in 2015 👉 https://bit.ly/3FLtuz9

As part of our anniversary celebrations we revisit this article that saw the need for modernisation in Aftersales back in 2015

21/04/2025

In the fast-paced world of field service operations, coordination isn’t just a challenge—it’s a lifeline. From aligning technicians to streamlining workflows and ensuring customers receive efficient support, effective collaboration sets top-performing organizations apart.

But success doesn’t come automatically. Organizations must navigate challenges like tool adoption, data security, and seamless integration to truly unlock the potential of these technologies. What does it take to get collaboration right—and how do we ensure these tools deliver their full value?

👉 Our new article breaks it down: https://bit.ly/4jfuOce

Explore how collaborative tools and real-time data sharing enhance field service coordination, boosting efficiency, reducing delays, and empowering teams.

18/04/2025

🔧 Field service isn’t just a support function—it’s becoming a strategic driver of revenue, resilience, and customer value.

Here are 5 ways technology is enabling that shift:
✅ Real-time compliance tracking
✅ Mobile-enabled service ex*****on
✅ AR-powered training for new techs
✅ Predictive maintenance to prevent failures
✅ Paperless, efficient documentation

In our white paper with Gomocha, we break down how manufacturers can unlock these efficiencies and what it takes to get started.

👉 Get your copy: https://bit.ly/FSMwp25

18/04/2025

There are very few people in the global field service management industry with the breadth of experience and depth of understanding of Bill Po***ck.

With a career in the service industries spanning over twenty five years Bill has been commenting, advising and leading the industry as one of the most respected and highly thought of analysts working in field service.

As we continue our celebration of ten years of Field Service News we revisit a benchmarking report from industry legend Bill Po***ck 👉 https://bit.ly/4cftfZv

As we continue our celebration of ten years of Field Service News we revisit a benchmarking report from industry legend Bill Po***ck

17/04/2025

Supply chain disruptions aren’t just occasional headaches anymore—they’re the new normal. From semiconductor shortages to port congestion and geopolitical instability, businesses that rely on spare parts know the stakes all too well. A single delay can mean halted production, frustrated customers, and lost revenue.

Discover how to strengthen your spare parts supply chain with supplier diversification, real-time data, and AI-powered risk monitoring to reduce downtime and stay competitive.

READ MORE: https://bit.ly/42yjq4g

Discover how to strengthen your spare parts supply chain with supplier diversification, real-time data, and AI-powered risk monitoring to reduce downtime and stay competitive.

16/04/2025

💥 Field service teams are being stretched like never before.
Rising expectations. Leaner teams. Aging tech.

The solution? Smarter tools. Proactive strategies. Predictive service.

In Chapter 2 of our white paper with Gomocha, we dive into how tech is helping manufacturers:

✅ Automate compliance
✅ Enable real-time service from anywhere
✅ Close the skills gap in the field
✅ Cut downtime with predictive insights
✅ Deliver greener, more efficient ops

If you're still reactive—it's time to level up.

📘 Get the blueprint: https://bit.ly/FSMwp25

15/04/2025

Did you know that 70% of customers are more likely to stay loyal to a company that offers personalized support? In the competitive world of aftermarket services, loyalty isn’t just a nice-to-have—it’s a business imperative. What was once a space defined by spare parts and maintenance schedules has evolved into a battleground for customer trust and repeat business.

“It’s not just about products anymore—it’s about partnerships,” Johann Diaz, Founder of Service Revolution Academy and a former COO with decades of experience, explains that this transformation demands a new way of thinking.

As the aftermarket continues to evolve, one thing is clear: loyalty isn’t just a feel-good metric—it’s the foundation of sustainable growth.

READ MORE: LINK

14/04/2025

When a technician shows up without any knowledge of past service history, when a customer has to repeat themselves three times, when the wrong part is on the truck and they have to wait another week for a fix—it’s frustrating. And not just for the customer. It’s inefficient, it’s costly, and it makes your company look like it has no idea what it’s doing.

Personalization isn’t just about making customers feel good. It’s about making your entire operation smarter. Done right, it speeds up service, increases first-time fix rates, and keeps customers coming back. Done wrong, it turns into a scheduling nightmare and slows everything down.

👉 Read more about how you can get personalization in field services right: https://bit.ly/3G30XVX

Learn how field service teams can scale personalization efficiently, boost first-time fix rates, and keep customers loyal - without wrecking operations.

11/04/2025

Setting out the aim to make your company more environmentally friendly is not only healthy for the planet but also very healthy for a logistics and transportation business as well.

So moving towards greener working is now an obvious progression for the transport and logistics industry to take under serious consideration.

As well as improving productivity and cost savings, using an electronic proof of delivery system, mobile field service management, or a real–time job scheduling and route optimisation system, for instance, has been shown to deliver a significant improvement when reducing physical costs, i.e., of consumables and labour costs. It also has a significant impact on reducing CO2 emissions and the carbon footprint of logistics operators.

As part of our anniversary celebrations, we look at an early argument for sustainability in the service supply chain 👉 https://bit.ly/4jhXFMV

As part of our anniversary celebrations we look at an early argument for sustainability in the service supply chain...

10/04/2025

In manufacturing, pricing has always been a delicate balancing act. But in today’s landscape, it’s more than just a number. Pricing reflects value, builds trust, and, increasingly, defines competitiveness. As Industry 5.0 takes hold, trends like AI, sustainability, and customization will reshape how manufacturers approach pricing.

Here are six critical trends that will define the next decade—and actionable strategies to prepare your organization for what’s next ➡️ https://bit.ly/429I1MB

Discover six pricing trends reshaping manufacturing. Learn how AI, sustainability, and customization are driving agility, transparency, and innovation.

09/04/2025

🧠 Challenge: Aging workforce + fewer new field service techs with advanced machinery knowledge

🛠️ How Tech Helps:
- Guided workflows and step-by-step instructions
- Augmented Reality (AR) for in-field training
- On-demand knowledge sharing tools

✅ Empowers junior techs to perform better

To go deeper into how you can unlock hidden efficiencies in field service, download our white paper done in collaboration with Gomocha 👉 https://bit.ly/FSMwp25

09/04/2025

Let’s talk about the part of e-commerce no one brags about: returns.

Everyone’s obsessed with getting the sale. Optimizing checkout. Reducing cart abandonment. But what happens when that perfectly optimized order comes right back? What happens when 20 to 30 percent of your products boomerang, eating into margins, clogging up warehouses, and turning your logistics team into a damage-control unit?

Returns are the dirty secret of e-commerce – clogging up warehouses, slashing margins, and frustrating customers. But what if you’ve been thinking about them all wrong? Here’s how the smartest brands across different sectors are flipping the script...

READ MORE: https://bit.ly/42d0wQd

E-commerce returns are eating into your profits. Should you tighten policies or embrace them? Learn how top brands turn returns into a competitive advantage.

08/04/2025

"Only with a best-practice approach can you deliver for your customers and retain their trust...” – Luisa von Kleist, Advisory Solution Consultant, ServiceNow

Picture this: a technician arrives on-site to perform a critical repair but doesn’t have the right parts or access to the latest service history. It’s not their fault—the company’s outdated data systems failed to flag the issue. The outcome? A missed SLA, an unhappy customer, and a service team scrambling to recover trust.

For many organizations, this scenario is all too familiar.

How can organizations move past these barriers? And what does it take to modernize effectively?

READ MORE: https://bit.ly/3G5f8tx

Data modernization is essential for servitization. Find out how to break down silos, adopt modern platforms, & lead with proactive, customer-centric strategies.

07/04/2025

Servitization is not a leap; it is a gradual evolution. By embracing incremental steps, manufacturers can balance financial risk, operational challenges, and customer trust to achieve this ambitious transition.

As Luke Huckerby from Syncron explains: “I think about four steps on that journey. The foundation is where we’re coming from as an industry—selling products and time. The first step from there, is service contracts. The next step moves into performance-based contracts, and the final step is the true outcome-based model.”

READ MORE: https://bit.ly/3RbELvn

Discover how manufacturers can transition to servitization with service contracts, performance-based agreements, and outcome-based models to drive long-term profitability.

04/04/2025

It’s been one of the biggest buzz words in boardrooms across the globe now for a number of years and if you look across any technology website you are sure to find an article or two shouting about it’s apparent all encompassing power, but what exactly is Big Data, is it really set to change the world, and what does it mean to the field service industry?

As part of our anniversary celebrations we revisit this early exploration of the impact of Big Data on field service operations: https://bit.ly/4iUTpTT

As part of our anniversary celebrations we revisit this early exploration of the impact of Big Data on field service operations

04/04/2025

Not sure where to start with optimizing your field service operations?

We pulled 5 checklist items from our white paper with Gomocha that you can start on right now:

✅ Use cloud-based solutions to store and manage your compliance documentation
✅ Continuously gather and analyze customer feedback
✅ Implement mobile-first technician tools
✅ Enable self-service portals for customers
✅ Track KPIs like first-time-fix and equipment uptime

Want the full blueprint for field service success in manufacturing?

𝗚𝗿𝗮𝗯 𝘆𝗼𝘂𝗿 𝗳𝗿𝗲𝗲 𝗰𝗼𝗽𝘆 𝗵𝗲𝗿𝗲: https://bit.ly/FSMwp25

03/04/2025

As Industry 5.0 redefines manufacturing, pricing strategies are evolving faster than ever. From AI to sustainability, this article explores six transformative trends that manufacturers can’t afford to ignore—and actionable insights to stay ahead.

READ MORE: https://bit.ly/429I1MB

Discover six pricing trends reshaping manufacturing. Learn how AI, sustainability, and customization are driving agility, transparency, and innovation.