Field Service USA 2015 (past event)

April 20-April 23, 2015

Whitepapers and Reports

Reports & Studies

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!

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!

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.

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!

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!

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.

Whitepapers

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.

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.

Alarms Management: The Future Is Now

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

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.

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.

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!

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.

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.

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.

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.

Articles

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.

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

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

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.

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.

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

Event Takeaways & Highlights