Tag: Field Service Management

FEATURE
Streamlining Field Service Operations with Mark Scharaga (Ep. 31)

Streamlining Field Service Operations with Mark Scharaga (Ep. 31)

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In field service, staying ahead means embracing innovation and strategic partnerships.

How can a company streamline operations and enhance processes? What role does technology play in transforming service delivery?

In this episode, Michael Israel hosts Mark Scharaga, the Founder and CEO of Sora Partners, to explore the journey of his company in field service management and the pivotal role that Zuper played in revolutionizing their services. Mark touches on the challenges encountered during implementation and the triumphs that followed.

Mark discusses:

  • The founding of Sora Partners and its role as an implementation and managed service provider for point-of-sale systems
  • The integration and benefits of using Zuper software to streamline Sora Partners’ operations
  • The impact of technology on improving efficiency and customer satisfaction in field services
  • The future growth plans of Sora Partners and the anticipated expansion of their technician team
  • And more!

Resources:

Connect with Mark Scharaga:

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About Mark Scharaga:

Mark Scharaga is quickly becoming a force in the technology service industry. Starting Sora Partners in 2020 in the height of the pandemic, the Company has tripled in size and revenue. It has grown revenue every month since January of 2021. 

He leads the Company with a commitment to provide World Class services to the restaurant and cannabis industries. That goal resonates as the Company is known for providing highly skilled technology specialists, which leads to successful system implementation processes.

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FEATURE
How Can Field Service Technology Improve User Adoption and Efficiency? with Vanessa Hunt (Ep. 28)

How Can Field Service Technology Improve User Adoption and Efficiency? with Vanessa Hunt (Ep. 28)

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Whether you’re navigating change in your field service operations or implementing new technology, this episode offers practical guidance and actionable strategies to ensure success.

Join Michael Israel as he delves into this critical topic alongside Vanessa Hunt, founder of Vanessa Hunt Consulting. Together, they share invaluable insights on user adoption and the challenges faced by field service users.

Tune in to gain insights from industry experts and elevate your approach to change management!

Vanessa and Michael discuss:

  • Change management in the context of field service and implementing field service technology
  • Challenges faced by field service users who primarily use mobile devices
  • Importance of understanding the perspective of field service engineers
  • Benefits of mobile apps for field technicians
  • Essential steps for successfully implementing change management and ensuring sustained adoption
  • And more

Resources:

Connect with Vanessa Hunt:

Connect with Michael Israel:

About our Guest:

Vanessa Hunt worked as an independent CRM Consultant from 2006, before establishing Vanessa Hunt Consulting Ltd in January 2010. She’s held training and management positions in software organisations and consultancies such as Maximizer Software Ltd, McAfee, Detica and CSC Computer Sciences. With over twenty years’ experience in training, marketing and CRM implementation, she’s dedicated to sourcing the best Marketing Automation, CRM and ERP solutions for her clients. Vanessa is a keen linguist, fluent in English, French, German and Italian. She’s worked on many CRM training projects, delivering training across Europe in multiple languages. Vanessa loves hiking and bikepacking in the mountains. She lives near the Chilterns with her husband and athletic cat.

 

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FEATURE
Unlocking Efficiency in Field Services by Leveraging Technology with Omer Menashe (Ep. 29)

Unlocking Efficiency in Field Services by Leveraging Technology with Omer Menashe (Ep. 29)

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Have you ever wondered how technology can help you manage field service and improve expense tracking?

Michael Israel sits down with Omer Menashe, founder of Clyr and a pioneer in driving efficiency within field service operations through innovative automated expense management solutions. Join us as we explore how Clyr’s integration with Zuper is revolutionizing the way field service professionals manage expenses, save time, and elevate customer experiences.

Michael and Omer discuss:

  • Unlocking the power of automating expense management for field service companies.
  • The seamless integration of Clyr with Zuper’s robust field service management platform.
  • Real-life benefits and significant time savings experienced by field service teams.
  • Strategies for field service companies to transition from manual to automated expense management.
  • And more

Resources:

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Connect with Michael Israel:

 Linkedin: Michael Israel

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FEATURE
Expanding Completed Service Work: How to Elevate The Customer Service Experience with David Nour (Ep. 14)

Expanding Completed Service Work: How to Elevate The Customer Service Experience with David Nour (Ep. 14)

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Let’s revisit a classic! Enhancing the customer service experience isn’t just about meeting expectations—it’s about exceeding them. 

Going above and beyond leaves customers delighted and satisfied, fostering the kind of loyalty every business craves.

Join us as executive coach and founder of The Nour Group, David Nour, alongside Michael Israel, to expand on the strategies and activities essential for delivering an exceptional customer service experience.

David and Michael discuss: 

  • How misaligned expectations can cause customer relationships to go bad
  • What “best of breeds” is and how it relates to completed service work
  • Why data has become the new renewable energy
  • The total completed service work ecosystem and what it entails
  • How to exceed expectations by adding value to your current customer service processes
  • And more

Resources:

Connect with Michael Israel: 

Connect with David Nour: 

About David Nour: 

A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast. 

Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.

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FEATURE
A Framework for Completed Service Work with Michael Blumberg and David Nour (Ep. 13)

A Framework for Completed Service Work with Michael Blumberg and David Nour (Ep. 13)

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Learn how mastering Completed Service Work can give your business a strategic edge. 

By leveraging field service management to forge deep connections with customers, you can cultivate loyalty, drive growth, and position your brand as a leader in your industry.

In this enlightening episode, Michael Israel is joined by industry experts Michael Blumberg, President and CEO of Blumberg Advisory Group, Inc., and David Nour, author of Relationship Economics®. Together, they delve into the profound impact of Completed Service Work on service professionals and businesses.

Michael & David discuss: 

  • How great completed service work can elevate your business above your competitors
  • The importance of having a mentor
  • How field service management helps build meaningful relationships with customers
  • Definitions of Net Promoter Score (NPS) and sentiment analysis 
  • How predictive data can be used as a leading driver of customer relationship
  • Different ways companies can empower their employees to go the extra mile for their customers
  • And more

Resources:

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Connect with Michael Blumberg:

Connect with David Nour: 

About Michael Blumberg:

Michael Blumberg is the President of Blumberg Advisory Group, Inc., a research and consulting firm in the field service industry. Michael’s firm provides clients with strategic guidance and tactical assistance for improving the overall profitability and quality of field service operations through procedural and systemic improvements and optimized service marketing strategies. Michael is a prolific author and frequent speaker at industry events and conferences.

About David Nour: 

A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast. 

Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.

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FEATURE
Completed Service Work and Its Value in Field Services with David Nour (Ep. 9)

Completed Service Work and Its Value in Field Services with David Nour (Ep. 9)

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Even though it’s from the archives, this episode packs a punch with insights that still hold true today.

Join Michael Israel and David Nour on this episode as they dive into Completed Service Work, a game-changer in field service management that goes beyond mere problem-solving to elevate service professionals and businesses alike.

In this enlightening conversation, Michael Israel and David Nour explore the transformative power of Completed Service Work, shedding light on its strategic importance and impact on service professionals and businesses.

Michael and David discuss: 

  • The concept of “Completed Service Work” and its relevance to field services 
  • How companies like Uber, Pizza Hut, Lyft have changed the expectations of consumers and businesses at large
  • How and when does a customer’s relationship begin with a business
  • The importance of being responsive and proactive in building customer relationships 
  • And more

Resources:

Connect with Michael Israel: 

Connect with David Nour: 

About Our Guest: 

A senior leadership/board advisor, educator, executive coach, and bestselling author, David Nour is internationally recognized as the leading expert on applications of strategic relationships in profitable growth, sustained innovation, and lasting change. The author of eleven books, including bestsellers Relationship Economics® (Wiley) – forthcoming in its 3rd edition, Co-Create (St. Martin’s Press), and Curve Benders (Wiley, 2021), Nour serves as a trusted advisor to global clients and coaches corporate leaders. He is an adjunct professor at the Goizueta Business School at Emory University and was named to the Global Gurus Top 30 Leadership Professionals and the Thinkers 50 Radar Class of 2021 lists. A Forbes Leadership contributor on the Future of Work and an Inc. contributor on Relationship Economics, Nour’s unique insights have been featured in various prominent publications, including The Harvard Business Review, The Wall Street Journal, The New York Times, Fast Company, Huffington Post Business, Entrepreneur, and Knowledge@Wharton. He’s also the host of the popular Curve Benders podcast. 

Born in Iran, Nour immigrated to the U.S. as a teenager with $100, limited family ties, and no fluency in English. He graduated from Georgia State University with a bachelor’s degree in business management and went on to earn an Executive MBA from the Goizueta Business School at Emory University. He resides in Atlanta, GA, with his family.

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FEATURE
How Will AI Revolutionize Field Service? with Jeff Oskin (Ep. 27)

How Will AI Revolutionize Field Service? with Jeff Oskin (Ep. 27)

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In this episode, we welcome Jeff Oskin, the founder of Newlogiq, to delve into the practical applications of AI for businesses. 

Jeff shares insights on how AI can yield a substantial return on investment, stressing the significance of a robust foundation in field service platforms and ticketing systems for effective AI integration. He also dives into the core principles of AI in field service, encompassing applications, wearables, and machine learning. He addresses AI’s potential impact on recruiting and privacy concerns while emphasizing the importance of educating individuals about AI for informed decision-making. Jeff underscores the financial benefits of AI, including enhanced productivity, increased customer satisfaction, and revenue potential. 

Jeff and Michael discuss:

  • Use of wearables to tap into the knowledge of experienced workers and make the job easier for less experienced workers
  • Use of machine learning to optimize scheduling and dispatching
  • Importance of data for accurate AI recommendations and the need for a solid foundation of data through technical service management infrastructure
  • The potential impact of AI on recruiting and finding ideal workers, with concerns about privacy and access to personal information
  • Importance of educating individuals about AI to make informed decisions about its use in businesses
  • And more

Resources:

Connect with Jeff Oskin:

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About our Guest:

With more than 30 years as an executive, business owner and executive coach, Jeff Oskin’s passion is bringing out the best in others. He is the former Founder and CEO of Jolt Consulting Group, a Salesforce consultancy Jeff started, grew organically and inorganically and ultimately sold in 2022, a past Vistage Chair and the former President of a publicly traded software company. He is a lifelong learner, lover of big ideas and passionate about helping new and mature leaders maximize their potential. 

Jeff brings a strong foundation of leadership and financial acumen to his role as a coach and mentor. Jeff currently is the Chair of Sage Advisors, an Albany, NY area CEO peer advisory group, an executive coach to dozens of executives and sits on the board of the Saratoga Senior Center, a non-profit serving the senior community of the greater Saratoga Springs, NY region. Jeff earned his BS in Mechanical Engineering from Rensselaer Polytechnic Institute and his MBA from Boston University. Jeff resides in upstate New York with his wife and enjoys golf, hockey and spending time with his family

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FEATURE
Field Service and the Potential Impact of a Recession with Michael Blumberg (Ep. 26)

Field Service and the Potential Impact of a Recession with Michael Blumberg (Ep. 26)

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Did you know that field service can be recession-proof? In a recent study conducted by Blumberg Advisory Group Inc., results showed that despite concerns of a recession, a majority of respondents are optimistic about the future. What happens most times during a recession, there is a higher demand for maintaining and servicing existing products, which works out in your best interest. 

In this episode, Michael Blumberg is back on the podcast to discuss the findings of a study conducted by Blumberg Advisory Groupon field service and its potential impact during a recession.

Michael discusses:

  • The importance of proactive service especially in field services
  • The impact of economic recessions on homeowners and businesses
  • How customers expect the same level of service across industries, thanks to Lyft and Uber and the bar they set for customer service
  • The top challenges reported in the survey, including pricing pressures, shrinking labor pool, and supply chain constraints
  • Career opportunities in the field services 
  • The use of technology, such as AI and augmented reality, in improving service delivery
  • And more

Resources:

Connect with Michael Blumberg:

Connect with Michael Israel:

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FEATURE
The Key to Exceptional Customer Service in the Construction Industry with Eduardo Samayoa (Ep. 25)

The Key to Exceptional Customer Service in the Construction Industry with Eduardo Samayoa (Ep. 25)

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In Mexico City, Eduardo saw firsthand the struggles architects and developers faced in procuring materials on time. As a homeowner himself, he also noticed the lack of professional services in the construction industry.

In this episode, Eduardo Samayoa, CEO and founder of Simplo, shared his journey from working in lighting and product consulting in San Francisco to starting Simplo. He explores why Simplo was created and how he grew through the power of customer-centricity, clear communication, and leveraging technology.  

Eduardo discusses:

  • How creating a client-focused business promotes business growth
  • What clients want from a construction company
  • The importance of leveraging technology to streamline business operations
  • His advice for entrepreneurs looking to start a new business
  • And more

Resources:

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Connect with Michael Israel:

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