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.
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.
Quantum Computing in After-Sales Service Read More »
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.
Lessons from a Data Center Manufacturer’s Digital Transformation Read More »
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.
ServiceNow Field Service Management: Enterprise Power, but with a Learning Curve Read More »
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.
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.
Field Service KPI Framework: From Basics to Strategic Impact Read More »
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.
Customer Support Is Broken: Why Bots and Scripts Are Letting Us Down Read More »
ServiceMax Asset 360, built on Salesforce, helps manufacturers gain visibility into assets, contracts, and warranties across the full lifecycle. This review explores how it enables revenue growth by standardizing asset tracking, defining serviceable markets, and running campaigns. We also highlight common challenges like integration with SAP/MDM, hierarchy limits, and customization needs. Learn where Asset 360 excels, where it falls short, and whether it’s the right fit for your service strategy.
Scaling field service isn’t just about adding headcount or tools -it’s about building a discipline around customer outcomes. This article shares five lessons global manufacturers have learned the hard way: from fixing process blind spots and avoiding tech-first traps, to empowering technicians with AI self-help, navigating complexity, and scaling around customer outcomes. A practical, experience-driven guide for service leaders ready to grow smarter, not just bigger.
What Global Manufacturers Can Teach Us About Scaling Field Service Operations Read More »
