Tag: Field Service Management

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)

In this episode, Michael Israel discusses change management in the context of field service and implementing field service technology. He is joined by Vanessa Hunt, founder of Vanessa Hunt Consulting, who shares insights on user adoption and the challenges faced by field service users. They emphasize the importance of involving field service staff early on, creating champions to advocate for the solution, and providing necessary resources and support. As well as, the role of executive management in the change management process and the significance of effective communication and recognition. 

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:

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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.

 

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

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

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:

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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

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)

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:

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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)

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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Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

Fixing Customers, Not Just Problems: The Art of Building Lasting Relationships with Gaven Fahl (Ep. 24)

“You can’t have a reasonable conversation during a fire or even when there’s a lot of smoke around.”

In this episode, Gaven Fahl, Director of the Critical Accounts Program at Hewlett Packard Enterprise joins us to talk about building proactive customer relationships and maintaining them.

With 12 years under her belt at Hewlett Packard Enterprise and as the founder of the Critical Accounts Program, she’s got a wealth of experience in building long-lasting relationships with customers beyond just fixing their technical issues. 

Gaven shares her insights into the art of nurturing successful customer relationships and offers practical tips that will undoubtedly revolutionize your approach to customer service and help your business thrive. 

Gaven and Michael discuss:

  • The critical role of customer relationships in business success
  • How to align customer expectations to avoid miscommunication and dissatisfaction
  • Effective techniques for rebuilding strained relationships and restoring trust
  • Proactive strategies for maintaining and nurturing customer relationships for long-term growth
  • The three crucial steps to rebuilding customer relationships
  • And more!

Resources:

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The Path to Success for Skilled Technicians in Field Service Work with Rod Cook (Ep. 23)

The Path to Success for Skilled Technicians in Field Service Work with Rod Cook (Ep. 23)

In recent years, the field service industry has undergone significant changes, with a growing emphasis on sustainability and innovation.

In this episode, Rod Cook, Director of North American Service Operations at Trane Technologies, discusses the challenges and opportunities available for talent within the trades industry, particularly in HVAC. 

He explores how to achieve a lucrative career in the field service industry and the importance of investing in the next generation of technicians to drive sustainable change.

Rod discusses:

  • How HVAC technicians play a crucial role in reducing energy consumption and achieving sustainability goals
  • The challenges of attracting and retaining talent in HVAC, misconceptions, and an aging workforce
  • The lucrative and promising career path for field service work at Trane Technologies
  • How Trane Technologies is investing in culture and communities to uplift and retain technicians
  • And so much more!

Resources:

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About Our Guest: 

Rod Cook is the Director of NA Services Operations for Trane’s Commercial HVAC business.  He has held numerous positions across the organization over his extensive career with Trane and leadership roles in Environmental Health and Safety (EHS), Operational Excellence, Service and Contracting Operations, and Performance Contracting…just to name a few.

In his current position as Director of NA Service Operations, he is responsible for leading Trane’s field service operations teams.  He provides leadership and support to over 2,500 field technicians and their leaders and helps them provide customers with a world-class service experience.  His primary areas of responsibility include field technology and tech-enabled services, mobility, coordination, fleet, and value-stream transformation.

Rod has over 24 years of experience in the HVAC industry and has spent the majority of his time strategizing, leading and implementing services operations solutions across North America.

Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

Building a Unified Customer Experience: The Power of Collaborative Partnerships with Sai Padmarajen (Ep. 22)

Collaborative partnerships have the power to revolutionize the way you build a unified customer experience.

In this episode, Sai Padmarajen, Head of Channel & Ecosystem Partnership, and Rob Freedman, Head of Growth, both from Zuper, share their insights on their partnership model’s three-pronged approach. They highlight the evolution of Zuper’s partner network, which has grown from six to over sixty partners.

Sai and Rob emphasize the value of creating a synergistic partner ecosystem and identifying the right platform and solutions to achieve this goal. In addition, they share the key benefits and takeaways that a potential partner will reap from the collaboration.

Sai and Rob discuss:

  • How the Zuper Partner channel evolved over the past year
  • How Zuper is creating a synergistic partner ecosystem
  • The three-pronged approach to the partner model at Zuper – referral, reseller, and solutions partnership
  • The significance of identifying the right platform and solutions to create a synergistic partnership with the partners
  • And so much more

Resources:

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Predicting Field Service Management Business Market in 2023 (Ep. 20)

Predicting Field Service Management Business Market in 2023 (Ep. 20)

As we enter a new year, staying ahead of the curve and understanding the challenges and opportunities is essential to the field services business.

In this episode, we’re joined by Rob Freedman, Head of Growth at Zuper to explore the forecasted growth of the field service management market and the technology trends shaping the industry in 2023. 

Rob discusses everything from his latest article from outsourcing and the rise of contingent labor to the adoption of AI and automation.

Rob discusses:

  • The forecasted growth of the field service management market
  • The impact of outsourcing and the rise of contingent labor
  • Advantages of adopting AI and automation in field service management
  • How Zuper is navigating the future of field service management with technology solutions
  • And more

Resources:

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About Rob: 

Rob Freedman is a marketing executive and consultant with over 15 years of experience. He loves growing brands, developing all-star teams, and helping people achieve their professional and personal goals. Rob is a frequent contributor to articles on digital marketing trends, team leadership, and branding. As if all that weren’t enough, he also has two daughters to keep him busy! He spends his free time listening to music (he’s got eclectic tastes), traveling (he’s been everywhere from San Francisco to Kampala), reading books about the latest innovations in business, or drinking coffee (black).

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)

Enhancing the customer service experience is really all about exceeding expectations. Going above and beyond for your customer leaves them feeling delighted and satisfied — ultimately building the customer Loyalty you want.

In this episode, we build on last week’s conversation about the concept of completed service work with executive coach and founder of The Nour Group, David Nour. 

David Nour and Michael Israel expand on completed service work and the activities involved in delivering an effective customer service experience that leaves a positive impact on customers.

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:

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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.

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)

Completed Service Work is a lot more than providing service to customers when things need fixing. It’s a very strategic aspect of the business if performed correctly can set your business apart from your competitors. 

In this episode, Michael Blumberg, the President and CEO of Blumberg Advisory Group, Inc. and David Nour, the author of Relationship Economics® join Michael Israel. The trio discusses how completed service work elevates service professionals and businesses. They explain in detail the importance of using field service management to build meaningful relationships with customers. 

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:

Connect with Michael Israel: 

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.