Mihir Joshi

Platform-of-platforms architecture for service organizations, showing how CRM, ERP, field service software, IoT platforms, and CPQ systems connect to unify data, workflows, and quote-to-cash processes.

Platform of Platforms: Why Individual Tools Are No Longer Enough

Field Service Strategy & Transformation, AI & Emerging Tech /

Discover how a “Platform of Platforms” approach transforms field service management. Learn why integrating planning, execution, quoting, and analytics under one connected architecture is key to service-led growth. Explore enablers, business benefits, and real-world use cases that show how unified platforms drive efficiency, revenue, and customer experience.

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Service-led growth in manufacturing, showing how after-sales service, uptime, digital workflows, and customer-centric value models drive revenue and long-term profitability for industrial companies.

Unlocking Service-Led Growth in Manufacturing: From Mindset to Model to Market

KPI & Performance, Service Revenue & Business Growth /

Learn how leading manufacturers turn service into a growth engine. This guide explores the strategic models, economic case, and playbook behind Service-Led Growth, from lifecycle ownership to outcome-based value, plus a free checklist to assess your organization’s readiness.

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Diagram of a field service KPI framework showing technician performance metrics, dispatcher and planner KPIs, service manager dashboards, and AI-driven predictive KPIs across customer, operational, and strategic dimensions.

The Field Service KPI Dashboard: What Executives, Managers & Technicians Should Really Track

KPI & Performance /

A complete guide to field service KPIs by role, from executives to technicians. Learn which metrics drive profitability, efficiency, and customer experience. Based on the SmartServiceOps Field Service KPI Framework, this article helps service leaders align strategy with execution through the right dashboards, cost-to-serve insights, and actionable metrics that enable, not control technicians.

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Quantum computing applied to industrial and automotive after-sales service, enabling smarter maintenance, routing, inventory decisions, and materials innovation when combined with AI and IoT systems.

Quantum Computing in After-Sales Service

AI & Emerging Tech /

Quantum computing is beginning to reshape after-sales service in the industrial and automotive sectors- enabling smarter maintenance, routing, inventory, and materials innovation when integrated with AI, IoT, and enterprise systems. This article explores how early pilots are delivering value, what kinds of organizations should adopt, and how to determine when the quantum leap is truly worth it.

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Case study of a global data center equipment manufacturer improving service revenue and asset visibility through digital transformation, revealing lessons about user alignment, technology choices, and ecosystem complexity

Lessons from a Data Center Manufacturer’s Digital Transformation

Case Study & Tool Review /

A global data center equipment manufacturer set out to boost service revenue and asset visibility through digital transformation. Along the way, they uncovered lessons about user alignment, technology choices, and ecosystem realities. This real-world case study explores how assumptions evolved into insights – and how the organization turned complexity into clarity, building a stronger foundation for customer and partner engagement in manufacturing digital transformation.

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ServiceNow Field Service Management platform overview highlighting its enterprise capabilities, workflow automation strengths, and steep learning curve for service organizations.

ServiceNow Field Service Management: Enterprise Power, but with a Learning Curve

Case Study & Tool Review /

ServiceNow Field Service Management extends the Now Platform’s workflow power to field operations. It delivers intuitive mobile experiences, strong integration with IT and customer service, and easy configuration for technical users. However, the desktop UX can feel cluttered, pricing structures are complex, and navigation takes time to master. Best suited for IT-mature enterprises seeking to unify digital and field operations, it’s a powerful but demanding platform for connected service delivery.

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Case study showing how an HVAC manufacturer transformed its field service strategy during COVID-19 to deliver safe return-to-office air-quality solutions through digital workflows.

How an HVAC Manufacturer Transformed Its Field Service Strategy to Help Businesses Return to Office Safely

Case Study & Tool Review /

When the pandemic disrupted global business operations, one HVAC manufacturer turned uncertainty into opportunity. Instead of pausing its digital transformation, the company reimagined its field service strategy – creating a digital platform that enabled clients, technicians, and dispatchers to collaborate on solutions for a safe return to office. Here’s how agility and customer focus reshaped their service business.

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Illustration of a field service KPI framework showing customer-focused metrics, operational KPIs, and strategic business outcomes, representing how service organizations measure performance across maturity levels.

Field Service KPI Framework: From Basics to Strategic Impact

KPI & Performance /

This article introduces a structured KPI framework for field service, balancing customer, operational, and strategic measures. It explores a maturity model from foundational to advanced KPIs, helping organizations focus on the right metrics at the right stage. With guidance on avoiding KPI overload and aligning measures to business goals, the article positions service KPIs as a driver of customer value and sustainable growth.

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Customer support failures caused by bots, scripted responses, and lack of human empowerment, highlighting the need for GenAI and agentic AI to improve real-world customer experiences.

Customer Support Is Broken: Why Bots and Scripts Are Letting Us Down

Case Study & Tool Review /

Customer support is increasingly frustrating – bots don’t understand complex problems, human contact is hidden, and agents often stick to rigid scripts without real authority. This blog shares a personal experience with delayed medicine delivery, contrasts it with Amazon India’s empowered model, and explores how GenAI customer support and Agentic AI can improve customer care by empowering agents and creating outcome-driven, human-centered experiences.

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