Truly successful service providers understand that the role of the service technician is changing. Digitalization is making it possible to enhance the entire customer service experience. From greatly improved first-time-fix rates, to real-time service response, to predictive maintenance, service technicians can almost guarantee customer satisfaction. However, digitalization is redefining the role of service technician in more ways than one.
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Companies looking to improve customer retention and satisfaction are looking somewhere unexpected. To the customers themselves. Companies are taking notice of the fact that customers want to have more control over their service experience. And they are accommodating this desire with state-of-the-art customer self-service tools.
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Whenever issues have to be solved as quickly as possible, people tend to become careless and inattentive - true to the motto "nothing's going to go wrong anyway", field service staff are then likely to forget to attach the safety cover to an infeed drum or to turn off the power supply of a machine before starting maintenance measures.
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To gather insights on the current and future state of IoT, Dzone talked to executives involved with IoT, including Jeff Bonell, VP of Industry Solutions, Coresystems: "What are the keys to a successful IoT strategy?"
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One of the most marked characteristics of a good service provider is a deep-rooted understanding of company practices and customer behaviors. However, best-in-class service providers know that it takes more than that to stay ahead of the game. Here are three steps you can take to make your company more competitive in the field services industry.
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SAN FRANCISCO, CA – January 18, 2018 – Coresystems today announced that Delta Mechanical is utilizing Coresystems’ field service management platform to significantly streamline Delta Mechanical’s scheduling processes for technicians. Delta Mechanical is the single largest plumbing company in America, providing plumbing and repiping services through Home Depot and direct to both commercial and residential markets, with a fleet of more than 800 service vehicles throughout the nation.
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Having explored some of the ground breaking new tools being used in field service including crowd service and Augmented Reality in his recent articles, Manuel Grenacher, CEO Coresystems now explores how video assistance can be used to great effect in improving field service delivery… The outlook for the growth of the field service market is hugely positive, with predictions noting the field service industry will nearly triple in size to $5.11 billion by 2020.
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According to the National Highway Traffic Safety Administration, 94 percent of car crashes are caused by human error or poor judgment. Of the average 40,000 vehicular deaths per year, nearly 15,000 are due to speeding, distracted driving, and sleeping behind the wheel. This information would hardly come as a surprise to field service technicians who inevitably spend extensive work time in their vehicles.
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Crowd Service Blog Series Part 4 The trend towards a new kind of labor market is inevitable. The next generation of employable experts is looking for the kind of autonomy and flexibility that a full-time job can’t offer them. The result is a new gig economy , and it requires a new business model, like a crowd service, that can accommodate a freelance workforce. But what are the risks of relying on freelance employees, and are they outweighed by any benefits?
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Crowd Service Blog Series Part 3 by Manuel Grenacher The digital age gave birth to the share economy, and along with it a new kind of labor market. People began to realize that services could be utilized, provided, and paid for on a needs basis. What started out as car sharing and apartment sharing has expanded into countless other business sectors, as the next generation of employees realizes the benefit of deciding when, where, and for how much they are willing to provide their services. And the number of freelancers has been steadily rising across the United States and Europe. But do the pros and cons of freelancing stack up against each other? How do you know if freelancing is right for you?
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Over the course of the past several years, field service management (FSM) software has evolved to keep pace with the changing technologies that have emerged in recent years, such as the cloud and mobility.
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