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Service Optimization

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To reframe my headline into a more positive statement: I believe 2022 will be the year we master first-time fix. Why? It simply has to be! Those of you who follow my content know that change management is a topic I will rant about. Well, first-time fix is coming in at a close second.  You’ve heard the saying, “In the age of information, ignorance is a choice.” I feel the same about first-time fix. In…

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 –…

We prattle on and on about the power of service optimization here, the invisible “service bucks” saved from mitigating truck rolls and streamlining technician performance. And these are all valuable things, certainly, but more and more businesses, to justify upgrades of their service systems and the development of new tools, are seeking to understand the total cost of service operations for their business.  Putting numbers behind these functions is not new, but it has required…

When Field Service Palm Springs 2020 was cancelled, I wondered when we’d ever be at the point of being able to return. It’s an event I look forward to every year and last week, that return happened with Field Service Palm Springs 2021. I can’t explain how happy I was to be back in California, sharing thoughts, ideas, smiles, and, yes, drinks with so many colleagues, co-workers, friends, and new connections. The sentiment of not…

As I mentioned last week, I am a Halloween enthusiast. When I’m not forcing my wife to hide her face at scary movies, or shoveling pumpkin seeds and pulp into a bowl, I’m thinking about ways that I can traumatize my young neighbors with home haunts and giddy little frights. So if there’s a holiday season worth spilling ink onto across two consecutive weeks, this is the one for me.   So, having discussed the most…

Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. I’m joined today by Darren Roos, CEO of IFS, to talk about all things service and reflect a bit on the most recent iteration of the Gartner Magic Quadrant for Field Service Management. Darren, welcome back to the podcast. Darren Roos: Thank you, Sarah. Thanks for having me again. Sarah Nicastro: Yes. Thanks for being here. It’s been another exciting…

Hilbrand Rustema of Noventum joins Sarah again to talk about the value and importance of service benchmarking, the best practices for gaining valuable insight, and what trends are most important to gauge against at the moment. Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host Sarah Nicastro. Today we’re going to be talking about the importance of benchmarking when it comes to achieving strategic service objectives. We talk a lot on…

Throughout my career I’ve been asked countless times about how companies can master the complexities of technology and I’ve always answered the same way: “Actually, technology is the easy part.” When I first gave this answer, it had a different meaning than it does today – but nonetheless, it holds true. As we find ourselves surrounded by disruption and working hard to innovate and adapt, we must acknowledge that people are the crux of our…

Sarah Nicastro: Welcome to the Future of Field Service podcast. I’m your host, Sarah Nicastro. We talk a lot on the podcast and within the content on future of field service, about how organizations are focusing and making progress with innovation, related to all of the opportunity that service presents. Today, we’re going to be talking specifically with Joni Chapas, who is the Vice President of Field Operations Support for Brinks Home about how Brinks…