Field Service & Aftersales Insights
Perspectives on Service Growth, AI in Aftersales, Operation and Technology
This page brings together perspectives on field service, aftersales operations, and emerging technology in manufacturing and automotive service, grounded in real implementation experience.
The articles here explore what is changing, what is working, and where execution often breaks down. Topics range from KPIs and AI adoption to dealer operations, warranty management, and the day-to-day decisions that determine whether a transformation program succeeds or stalls.
Pick a topic below to explore further or browse the latest insights.
Explore Field Service Topics
Latest Insights
Platform of Platforms: Why Individual Tools Are No Longer Enough
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.
Unlocking Service-Led Growth in Manufacturing: From Mindset to Model to Market
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.
The Field Service KPI Dashboard: What Executives, Managers & Technicians Should Really Track
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 in After-Sales Service
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…
Lessons from a Data Center Manufacturer’s Digital Transformation
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…
ServiceNow Field Service Management: Enterprise Power, but with a Learning Curve
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…
How an HVAC Manufacturer Transformed Its Field Service Strategy to Help Businesses Return to Office Safely
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…
Field Service KPI Framework: From Basics to Strategic Impact
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…