Most Recent Post | Barrett Coakley
In today’s “Uberized” world where customer expectations are higher than ever, improving the first-time fix rate is a top market demand for service organizations. Customers today not only expect service fast, but they want issues resolved immediately. When you send a tech with the wrong skills or tools for the job, you are upsetting a customer and costing your organization money.
The average first-time fix rate for an organization is approximately 77%, according to data from The Service ...
ClickSoftware | July 4, 2018
Internet service providers, cable companies, and communications organizations are facing some of the biggest changes in communications history. 5G networks loom...
Sumair Dutta | May 9, 2018
There’s no doubt that businesses are organizing themselves to be more predictive in the service that they provide. Instead of responding to a service event, t...
Elliott Kim | March 21, 2018
Field service is full of in-day surprises that can lower efficiency and cause SLA violations and poor customer experiences. To minimize the amount and impact of...
Katelyn Burrill | March 14, 2018
You may remember a not-so-distant past where your techs were held hostage to fixed schedules and slowed down by unpredictable situations. Once they entered the ...
Katelyn Burrill | March 7, 2018
Upstart organizations are completely reshaping customer expectations. Don’t want to go shopping at the mall? Companies like Stitch Fix will send you a persona...
ClickSoftware | January 24, 2018
We’re pleased to announce the release of some exciting new capabilities for Field Service Edge, our cloud-based mobile workforce management platform. Powered ...
Steve Smith | January 17, 2018
In 2017, a majority of executives came to the glaring realization that they needed to reinvent their service models if they wanted to keep up with consumer dema...
Katelyn Burrill | January 3, 2018
Ever notice how much appointment booking can impact your entire day of service? One poor or uncalculated decision could lead to missed appointments and unhappy ...
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