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Tom Paquin

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Because I’ll never pass up an opportunity to write a truly strange article, and I unironically love Halloween, let’s talk about Ghostbusters. I’m actually surprised that I hadn’t thought of ghostbusters previously when working my way through pop culture references. It is arguably the most field service-oriented film franchise of the last 40 years.  For the uninitiated, the premise is shockingly simple: The Ghostbusters are ghost exterminators.  So let’s consider Ghostbusters in the context of…

This is part of an ongoing series of articles about the current State of Service going into 2022, along with the contributing elements that have and will continue to impact the industry in the years ahead. Read this to get caught up: The State of Service The Post-COVID Service Technology Stack The State of Field Service Management Software The State of Connected Assets The State of the Service Workforce The State of Small Business Service…

This is part of an ongoing series of articles about the current State of Service going into 2022, along with the contributing elements that have and will continue to impact the industry in the years ahead. Read this to get caught up: The State of Service The Post-COVID Service Technology Stack The State of Field Service Management Software The State of Connected Assets The State of the Service Workforce More than anyone else, small businesses…

I’ve spoken about my grandfather here before, and his passive enjoyment for (and frustration with) technology, among other things. I have not, however, previously discussed how my grandfather sends documents via e-mail. When someone requests a document of my grandfather—be it a Word document, PDF, picture, or series of pictures, he goes through the following set of steps: He prints the document He scans the printout into his scanner program He attaches the scanned images…

This is part of an ongoing series of articles about the current State of Service going into 2022, along with the contributing elements that have and will continue to impact the industry in the years ahead. Read this to get caught up: The State of Service The Post-COVID Service Technology Stack The State of Field Service Management Software The State of Connected Assets The service workforce has been a fraught topic since years before the…

This is part of an ongoing series of articles about the current State of Service going into 2022, along with the contributing elements that have and will continue to impact the industry in the years ahead. Read this to get caught up: The State of Service The Post-COVID Service Technology Stack The State of Field Service Management Software A few years back at Field Service USA, a group of service professionals were discussing how comparatively…

This is part of an ongoing series of articles about the current State of Service going into 2022, along with the contributing elements that have and will continue to impact the industry in the years ahead. Read this to get caught up: The State of Service The Post-COVID Service Technology Stack While last week we spoke specifically about how the service stack has been impacted by COVID, and gave a fairly comprehensive rundown of the…

Earlier this year, we ran a series of articles about the current paradigm of living with COVID, which covered the organizational, structural, and interpersonal considerations that businesses in the service sector should focus their attention on as our relationship to the pandemic continues to evolve. Even though those articles are only three months old, much of the observations, transient as they are, seem quaint given the continuous evolutions of our current moment. In contrast, we…

The last two years have irrevocably changed the landscape of how we, as a society, interact with technology. COVID-19, its fallout, and the restrictions it posed are but one strand of a confluence of factors that have been reshaping the service industry in recent years. Taken as a whole, these divergent factors, advancements, and changing customer expectations paint a vivid picture for what the future of field service looks like. So what does this mean…

This is part of an ongoing series on the state and standards of service management software. Here are the previous articles in the series: What is Service Management Software? The Key Capabilities of Service Management Software The Attributes of Best-in-Class Service Delivery Software The Operational Capabilities of Service The Building Blocks of Customer Experience Excellence Implementing New Service Software The Politics and Potential of Changing Service Software Providers What is Servitization? What is Outcomes-Based Service?…