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Online Appointment Booking: A Convenience Customers Demand
Author: Dana Liberty Meat and Potatoes for Your Customers Customers enjoy having the ability to schedule their own appointments. Whether it is during a lunch break or in the middle of the night (for......
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What’s New in Wearables? A Glimpse from Dreamforce
Imagine a world where you can clock in without ever having to drive to the office. Or a world where hotel staff greets you by name and your room preference? How about one where you can call for help......
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Measuring Success: How Long is this Job Going to Take?
Author: Michael Pistone This is the question my wife asks me every weekend, and my answer is always the same…”At least 1 hour.” Her response is typically not favorable when the task is mundane and......
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We Want Photos of Your Extreme Field Locations!
For those of you who work as field service professionals, we understand what goes into your work day. While out in the field, you not only deal directly with customers, but you sometimes have... [[...
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How to Become an Expert Shift Scheduler
Author: Yair Lehrer You’ve hired the team, handled the service calls and assigned the jobs. That’s all there is to it, right? Wrong. If you work with shift scheduling, then you know there is much... [[...
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6 Things Capital Equipment Manufacturers Do Better Than Peers
Author: Katelyn Burrill Manufacturers of Capital Equipment put their reputations on the line every day, since their customers pay big bucks for mission critical assets needed to keep their...
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How Fast Can You Grow in the Cloud?
The cloud has become an important tool for organizational growth and success. From small businesses to large enterprises, the cloud enables organizations to access the right data, when they need it,......
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Fix It First-time or Finish Last
Q: How many Field Service Technicians does it take to replace a cable? A: Around 1.15… According to Aberdeen’s First Time Fix Report (March 2013), 83% of field service organizations are... [[ This is a...
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The Comprehensive Gift Guide for Field Techs
In the field and on the job, technicians have to deal with a variety of weather conditions and unpredictable terrain. From blizzards to downpours to extreme heat, they need the best gear to be... [[...
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How Does First-Time Fix Rate Relate to First Rate Service?
In the last blog on this topic, we discussed the benefits of a having a high First-time Fix Rate in regards to operational efficiency and the related costs. While the savings earned from a high... [[...
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Bringing the Benefits of Wearables to the Service Industry
Author: Yair Lehrer It was Apple’s CEO, Tim Cook, and his “one more thing” moment that grabbed all the headlines earlier this year. Apple is the latest giant to walk into the wearable tech... [[ This...
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Enter the Extreme Location Photo Challenge and Win Big for Charity
By next year, the world’s mobile worker population is expected to swell to 1.3 billion, representing 37.2 percent of the total workforce. That’s a lot of workers on the roads, in the field, making......
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Workforce Management Analytics: The Appointment Negotiations
Author: Michael Pistone So, if I want to provide the best customer service, I’ll always give the customer the first appointment they request, right? Nope, not always true. In most cases,...
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Benefits of Working with a Field Service Leader
Author: Katelyn Burrill For the fourth consecutive year ClickSoftware is named a leader in the Gartner Magic Quadrant for Field Service Management. What does it mean to be a leader? According to... [[...
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Workforce Management Analytics : No Jobs = No Optimization
Author: Michael Pistone If you don’t have an optimization solution, what is the average number of jobs your schedulers put on the scheduler per day? If you have an optimization solution, what is the......
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2014: The Field Service Year in Review
As we move on to 2015, there are a few things worth revisiting from 2014. We offer insight into how wearables, powerful analytics and a deeper understanding of customer demands can keep your...
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5 Ways Best-in-Class Field Service Organizations Leverage Analytics
Author: Katelyn Burrill More than ever before, service organizations need to turn the focus to keeping customers happy. Customers have access to more information, more choices, and a big soapbox to......
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How Data Deprived Are You? Take an Interactive Quiz to Find Out
You’ve been doing service for years, but have you been collecting the data? And is your data the right data to help you make decisions? A new interactive Quiz can help you find out just ‘How Data......
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Are You Following These Best Practices for Accurate Answers in the Field?
Author: Katelyn Burrill When it comes to field service, it only makes sense that your mobile workers are your company’s best brand ambassadors. In most service industries, they are the people who... [[...
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What Can Gamification Do for Employee Motivation?
Author: Marco Raffaelli Keeping employees motivated is a complicated task. Sales managers often find themselves trying to narrow down the best engagement methods to elevate productivity, drive sales......
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