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Sarah starts the New Year off with her recap of the highlights of 2021 and a look ahead at the topics she’s excited to dig into in 2022. Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Happy New Year! When this episode airs, it will be the first week of 2022. As you can tell by the bits of North Pole behind me, I’m recording this at the…

Happy New Year, everyone! There’s something so inspiring about fresh starts. While 2021 didn’t bring us as much reprieve as we may have wished from Covid and its ripple effects, I’m entering 2022 cautiously optimistic that we’ll find a next normal this year that will give us at least some respite from the immense stress of the past two years. Whatever the year may bring, I’m thankful to be sharing it with you all –…

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 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?…

Given the avalanche of video streaming platforms that we’ve been pelted with over the last few years, you’d be forgiven if you missed the fact that NBCUniversal just launched their own: Peacock. This is in no way particularly remarkable, interesting, or, I’d argue, good, but there’s a somewhat interesting component here, and that’s what will happen to The Office next year. I should note here for our international readers I am talking about the Greg…

The COVID-19 outbreak has touched all of us from a corporate, political and emotional perspective. No doubt these are challenging times, and it can be very hard to pay attention to anything other than the virus and what will happen next. We’re all finding our own ways to stay strong, and my thoughts go out to all our manufacturing family at this time. Based on historical data, it’s likely that capacity utilization in shops will…

I don’t know of a service organization today that isn’t interested in creating new revenue streams and diversifying its offerings. I do, however, know a number of organizations looking to do this that feel stuck – for a variety of reasons – with the “how.” Back in 2012 when I was at the helm of Field Technologies, we featured Restaurant Technologies, Inc. (RTI) on the cover of the magazine. The company was an early adopter…

Today, right now, many service providers are scrambling to find a way to deliver on their promises to customers without endangering them or their field technicians. Many will not think far beyond latex gloves and a mask, but forward-thinking companies are already looking at the bigger picture. For many, this includes considering options for zero-touch service. Over the course of the last five years or so, we’ve seen the steady creep of businesses in a…

Munters is a global leader in energy-efficient and sustainable air treatment solutions for demanding industrial applications and agriculture sectors. Munters was founded in 1955 and has been listed on Nasdaq Stockholm since 2017. The company has net sales of about SEK 7.1 Billion, 3,100 employees, and manufacturing and sales operations in 30 countries. As the Director of Global Customer Service for Munters, Roel Rentmeesters is part of the Global Services Management team, and is responsible…