Alison

/Alison Harris

About Alison Harris

This author has not yet filled in any details.
So far Alison Harris has created 39 blog entries.

Microsoft’s $2.5B Minecraft Acquisition Spotlights a Hidden Gem: Field Service Technology

With its $2.5B acquisition of Minecraft, Microsoft has a lot on its plate. One thing that may not be on its mind is field service technology…or is it? If you follow the complicated path through the Internet of Things (IoT) towards the endgame of “How are we going to service this transformation of connected devices,” [...]

2017-01-24T17:37:19+00:00Blog|

Could the Glue of the Internet of Things be Field Service?

Information about the Internet of Things (IoT) has been coming so quickly that it’s a bit overwhelming to take stock of where field service plays in this arena. We know it’s related. We can feel the potential. But it’s too early to draw a line around IoT with new insights coming daily. The one area [...]

2017-01-24T17:03:39+00:00Blog|

Step Outside the Box: The New Imperative for Service & Manufacturing

A client recently asked us, “How do we rank when it comes to innovation? If you were to benchmark our organization against your best customer, where would we fall?” It took us a few minutes, as these aren’t easy questions. My first thought was, “You rank high. You rank as one of the highest for [...]

2017-01-24T16:54:12+00:00Blog|

Isn’t Big Data Just Data? Why All Things Post-Sale Have “Big” Implications

One of the more interesting comments regarding big data during a recent Gartner conference was that customers aren’t necessarily talking about big data — analysts and vendors are. This is bringing the big data question to the forefront for many organizations. The idea that well, yes, we have a lot more data these days seems [...]

2017-01-24T16:39:28+00:00Blog|

You Can’t Put Your Finger On It – But You’re Losing Post-Sales Service Revenue

You’re losing revenue. Often times you may even have ideas where you’re losing it. In these days where products are increasingly commoditized, post-sales service has become a key strategy in regaining lost revenues. Could it be that you’re simply not capturing and acting on the correct vendor warranty data? Or perhaps your executives have unrealistic [...]

2017-01-24T15:50:22+00:00Blog|

The Field Service Secret Weapon: FSM Automation for Entitlements

It used to be that CRM Field Service Management (FSM) meant managing the entire service process, from taking a service request/work order, asking diagnostic questions, scheduling an engineer – hopefully via an optimized process, to dispatching to the customer. The tech appeared on site with phone, laptop or mobile device on hand – online, hybrid [...]

2017-01-24T17:39:53+00:00Blog|

What a Re-Tweet Really Means to Your Customer and Field Service Business

For those of you who are hesitant to trust Twitter as a business benefit, I understand. You type up a 140-character message, put a few # tags on it so people can search on it, and hope that some of your followers are actually interested (if you get enough followers). Theoretically, I know the benefits [...]

2017-01-24T15:09:18+00:00Blog|

Why Field Service Has the Upper Hand When it Comes to Social Collaboration

Social blogger and management consultant Brian Vellmure, says that the one remaining competitive advantage is the customer experience “How Social Technologies Contribute to a Better Customer Experience“. And he’s right when he says that Customer Experience is the one thing that’s nearly impossible to duplicate. He cites statistics to back it up, including that 86% [...]

2017-01-24T14:50:07+00:00Blog|

Hush! “Social” in Customer and Field Service Can Be a Bad Word

Just about every guru involved with customer service has something to say about the role of social media, and often imply that companies must participate in social CRM in order to be considered relevant. Yet interestingly, on more than one occasion, analysts have suggested that companies like ours not use the term “social” or “social CRM” [...]

2017-01-24T17:38:00+00:00Blog|

Vertical Solutions, Inc. Named on Constellation ShortList™ for Field Service Management

Cincinnati, OH — October 20, 2016 — Vertical Solutions, Inc. (VSI) a developer of field service management and customer experience solutions, today announced that it was named to the Constellation ShortList™ for Field Service Management. With 52 percent of the Fortune 500 turning over since 2000, success requires a rethink around the core mission and [...]

2017-02-22T14:19:30+00:00News|