ClickSoftware Blog

Read about the latest trends and important topics in field service management on our blog. From artificial intelligence to zero-touch dispatching, we cover it all.

Customer Effort Score: Three Ways to Address the Rising KPI

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Customer Effort Score: Three Ways to Address the Rising KPI >

The Customer Effort Score is a new KPI that measures how much effort your customers put into getting an issue resolved. If retaining loyal customers is a priority for your business, read our blog.

How Utilities Are Facing 3 Field Service Challenges

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How Utilities Are Facing 3 Field Service Challenges >

Utilities don't have it easy, tasked with managing critical infrastructure while keeping customers happy. Read our blog to learn how to overcome 3 field service challenges.

4 Takeaways from ClickConnect 2018

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4 Takeaways from ClickConnect 2018 >

Over 300 attendees, representing more than 75 companies and 12 vertical industries, gathered at the Eden Roc Nobu hotel in Miami Beach for ClickConnect 2018, ClickSoftware’s global customer conference. Read our 4 takeaways from ClickConnect 2018.

Delivering the Right Home Care at the Right Time with Predictive and Adaptive Scheduling

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Delivering the Right Home Care at the Right Time with Predictive and Adaptive Scheduling >

Providing your patients with the care they need, when they need it, is paramount to your business. Learn how predictive and adaptive field service scheduling solutions can help you make the right match for your patients and caregivers.

5 Can’t-miss Sessions at ClickConnect 2018

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5 Can’t-miss Sessions at ClickConnect 2018 >

ClickConnect brings our customers, industry thought leaders, influential analysts, and our leading partners to exchange ideas and address the biggest challenges in field service. Register for ClickConnect 2018 this October 22-24 at the Eden Roc Nobu Hotel in Miami Beach, Florida.

Special Report: 5 Essential Technologies for Customer Experience

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Special Report: 5 Essential Technologies for Customer Experience >

Learn more about 5 essential technologies needed to master your customer experience and stay ahead of rising expectations.

The Impact of IoT and Wearables on Healthcare

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The Impact of IoT and Wearables on Healthcare >

Many seniors express an interest in staying in their homes for as long as possible as they age. As a result, the Internet of Things (IoT), video conferencing, and wearable devices are now being introduced by home healthcare to make the desire to stay at home more of a reality.

Enhance Customer Experience with Predictive Field Service

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Enhance Customer Experience with Predictive Field Service >

The modern consumer demands a satisfying experience from start to finish. And if you don’t deliver, they’ll look elsewhere. Now is the time to invest in creating great experiences, as well as the predictive field service tools.

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13 Experts Making a Big Impact on Field Service >

As field service management becomes more technology and data-driven, you need to make sure your team is ready to adapt. To help you understand which field service trends and technologies you need to watch, here is our list of 13 field service experts you need to follow.

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With Growth Comes Complexity: Scaling Healthcare Organizations with FSM Software >

The healthcare market is undergoing strong growth due to an aging population and their desire to live at home for as long as possible. As more jobs are added, scheduling becomes increasingly complex. Learn how the right FSM software can help.

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Why Increasing Scheduling Mobility Can Help Meet KPIs, Grow Your Home Healthcare Business >

Running a home healthcare business in today's ever-changing industry landscape is a delicate balancing act. And perhaps one of the biggest challenges that impacts your bottom line is inefficient scheduling. Learn how homecare scheduling software can give your workforce more mobility and boost your bottom line.

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Why Healthcare Needs Cloud-Based Field Service Management >

Cloud-based field service management solutions open new doors for home healthcare providers of all sizes by allowing for quick, flexible adoption of new technologies that previously proved to be too expensive, risky, and difficult to deploy. Learn more why a cloud solution is the right choice for your organization.

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15 Change Management Tips for Your Field Service Transformation >

Seasoned professionals know that the biggest challenge to new technology or process adoption with a large workforce is not the technology itself, but rather how it’s introduced to the end users. Successfully drive change in your organization by using our 15 change management tips for field service transformation.

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The Core Roles of Change - Essential Elements to Successful Deployment >

Learn how to successfully drive change when deploying your next field service management solution. Read our guest blog post "The Core Roles of Change—Essential Elements to Successful Deployment" by Greg Gibbs, VP of Global Customer Transformation at the Service Council.

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How Healthcare Providers Benefit from Mobile Workforce Management Software >

Given that home healthcare aides (HHAs) spend the majority of their time in the field caring for patients, it is important that you have the ability to communicate with them. This is where mobile workforce management (MWFM) functionality in an FSM solution provides true value. Read our blog to learn more.

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5 Signs You’re Not Achieving Maximum Field Service Efficiency >

As field service organizations attempt to make cuts to cope with the rising cost of operations while also meeting the heightened demands of their customers, optimization is no longer optional. In this post, discover five telltale signs it’s time to make the digital upgrade to field service management software.

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How Field Service Management Software Optimizes Healthcare Scheduling >

Managing a team of home health aides (HHAs) is a complex undertaking. In the past, many health providers relied on developing schedules manually. But as the size of healthcare provider teams expand to meet increasing demand, this becomes increasingly difficult. Read our blog to learn how FSM software can help.

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3 Field Service Practices That Can Harm KPI Tracking >

While there are many field service management methods, not all are created equal. Some best practices may seem beneficial in theory, but when applied can do more harm than good. Read about three field service practices that may do more harm than good when it comes to tracking & benchmarking KPIs.

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Improving the Patient Experience with Field Service Management Software >

FSM software has helped many service based industries greatly improve operational efficiencies, increase staff utilization, and enable better experiences for employees and customers. Learn how it can improve the patient experience for healthcare providers.

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3 Methods for Improving First-Time Fix Rates >

The average first-time fix rate for an organization is approximately 77%, according to data from The Service Council. That means that field technicians have to do at least one follow up visit on about 23% of all service calls. Here are a few ways your team can improve first-time-fix rates and delight customers.

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How FSM Can Give Home Healthcare Aides a Dose of Job Satisfaction >

Scheduling issues are one of the biggest complaints of home healthcare aides. Learn how predictive field service scheduling solutions can help your home care organization keep your workers happy and satisfied so they can do what they love most—deliver great patient care.

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5 Ways to Help Your Field Service Team Beat the Heat >

Heat exhaustion, dehydration, and other heat-related illnesses can wreak havoc on your field service team. But service requests don’t stop just because it’s hot. If you can’t take your field service workers out of the heat, we have some ways you can help them beat it with these tips.

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5 Ways Field Service Can Engage Customers on the Customer Journey >

Your customer has been in control for a while now. Learn 5 ways the field service industry can engage customers throughout the customer journey.

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Kevin Jackson and Gerard Blokdijk: Improving Field Service With AI & Machine Learning >

Customers don’t just expect companies to deliver amazing experiences, they demand them. As we rocket toward 5G, AI, and machine learning, the telecom industry must undergo a total transformation. Arm yourself with insights from field service’s biggest thought leaders so you don’t get left behind.

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3 Ways to Recruit and Retain Millennials in Healthcare >

With a rapidly aging population, the demand for healthcare providers has peaked. The workforce is also fast retiring, leading to staffing shortages. Learn why organizations are turning to technology like field service management solutions to help balance the lack of skilled personnel.

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Click and Diabsolut Sign Reseller Agreement >

ClickSoftware is thrilled to announce the signing of a strategic reseller agreement with our long-time integration and implementation partner Diabsolut FSM. The agreement enables Diabsolut to resell Click Field Service Edge.

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6 Steps to Manage Change During Field Service Management Software Implementation >

As the need for change in field service operations grow, organizations must ensure employees are aligned with the vision. Follow the steps from this post to set your organization up for change that will help you stand out from the competition.

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Webinar Replay: Cracking the Home Healthcare Service Dilemma >

Healthcare organizations must balance several conflicting interests, from patient care to cost control. Watch our webinar to learn how field service management software can help.

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Build a Winning Team to Successfully Implement a FSM Solution >

A successful implementation requires a team effort and involves everyone from the project sponsor to the end user. In this post, we will discuss the key stakeholders that should be involved in the change implementation process, as well as their key roles.

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Maintaining the Head Start in Your Proactive Support Journey >

Most service leaders agree on the necessity of a proactive support strategy, but they're waiting for the right technology or stage of data maturity. Learn how to get a head start in your proactive support journey.

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Live Traffic Updates: The New Reality in Field Service Routing >

With service providers under pressure to meet customers’ rising expectations while balancing costs and other important business considerations, every minute of the day matters. Learn why live traffic updates are key in optimizing field service routing.

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Actual Intelligence: The Key to Field Service Optimization >

Ensuring efficiency and effectiveness on the day of service requires planning with real data—not estimates—to provide meaningful foresight. We refer to these real, actionable insights as actual intelligence. Learn more.

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Proactive Service. Predictive Service. What’s the Difference? >

Predictive technologies allow service organizations to be more proactive with service, and even prevent future issues. Learn more in this guest post from The Service Council.

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Top 5 Sessions to Attend at SAP SAPPHIRE NOW 2018 >

Are you attending SAP SAPPIRE NOW 2018 in Orlando, Florida? Check out our list of top five sessions to attend while you're there.

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7 Field Service Scheduling Tips That Save Time and Increase Efficiency >

In this post we explore seven scheduling tips that will help your organization save time and increase efficiency without decreasing employee well-being or customer satisfaction.

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How to Get Your Field Service Team Excited About New FSM Technology >

How do you get planners, dispatchers, supervisors, and field technicians excited about new field service management solutions? Follow these steps for successful change management.

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3 Ways Millennial Talent Can Transform Field Service >

From increasing technology adoption to redefining field service excellence, millennials have the power to transform the field service industry. So forget the stereotypes. Read this post to leverage your budding millennial talent to find solutions to some of your biggest field service challenges.

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ClickSoftware to Present and Exhibit at 2018 SAP SAPPHIRE NOW >

ClickSoftware will be exhibiting and presenting at this SAP SAPPHIRE NOW 2018. We'll be discussing field service efficiency and showing demos of our flagship product. Learn more.

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3 Reasons Not to Skip Field Service Forecasting and Planning >

Thoughtful demand forecasting and resource capacity planning are key in successful service delivery. In this post we discuss three reasons you shouldn't skip these key stages in the service chain.

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4 Ways to Maximize the Value of Predictive Job Duration >

Predictive job duration can lead to greater schedule accuracy and workforce efficiency—but it must be used correctly and implemented carefully. Learn four ways you can ensure great results with predictive job duration.

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3 Essential Technologies for Predictive Field Service >

Gone are the days of inefficient scheduling and isolation in the field. You know that embracing the predictive technologies will improve scheduling accuracy, efficiency in the field, and customer satisfaction. But where to begin? Decipher the three essential technologies you need to excel in this post.

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4 Keys to Unlocking Your Predictive Field Service Customer Satisfaction Engine >

You don't like to wait for answers. Even less when there's a problem. Why would your customers? In this post, learn three ways to use predictive field service to rev up your customer satisfaction engine in today's age of instant gratification.

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The Future Is Near: Big Data in Telecom >

The telecom industry is at risk. But infrastructure can't keep up with demand, and the advent of 5G presents its own set of challenges. Don't get caught off guard - discover how you can keep up as big data in telecom explodes.

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5 Ways to Prepare Your Utilities Team for Winter Weather >

Learn how you can prepare your utilities field service teams for winter weather no matter how bad the next storm.

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Which Trends Are Shaping the Future of Field Service Management? >

The field service industry is undergoing so many changes that it's hard to keep up. Learn about the trends impacting field service management today.

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ClickSoftware Experts Weigh in On Field Service Management in 2H 2017 >

Field Service Management experts at ClickSoftware contributed to a number of articles in the second half of 2017. Check them out in this post.

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3 Questions with New ClickSoftware CEO Mark Cattini >

Mark Cattini joins ClickSoftware as CEO in February 2018. He brings decades of technology experience and deep expertise in growing SaaS companies.

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ClickSoftware Enables Predictive Field Service, Increases Intelligence of Cloud-Based Field Service Management >

In the latest Field Service Edge release, ClickSoftware enabled predictive field service capabilities and enhanced analytics. Learn more.

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ClickSoftware Enables Predictive Field Service in Latest Field Service Edge Release >

The latest release of Field Service Edge offers first-of-its-kind predictive field service and enhanced analytics to drive efficiency. Learn more.

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5 Reasons Predictive Field Service Management Becomes Reality in 2018 >

For predictive field service management, it’s not if. It’s when, and 2018 is the year it finally becomes reality. Discover the top 5 reasons why.

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6 Ways to Start Measuring Customer Experience without NPS >

Do we put too much stock in Net Promoter Scores (NPS)? Explore some other ways to measure customer satisfaction in this post.

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SGN Selects ClickSoftware to Provide Cloud-Based Mobile Workforce Optimization >

Learn why SGN chose ClickSoftware Field Service Edge to automate and optimize their field service scheduling and reporting process.

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Press Release: SGN Selects ClickSoftware for Mobile Workforce Optimization >

Learn why SGN, the second largest gas distribution company in the UK, chose ClickSoftware's Field Service Edge to automate and optimize service scheduling.

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Maximize Productivity with Truth-based Appointment Booking >

Learn how a truth-based appointment booking method can help you increase productivity, efficiency, and customer lifetime value.

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Empower Field Service Decisions with Machine Learning >

Learn how machine learning can help your field service organization make accurate predictions and better business decisions.

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Webinar Replay: Field Service Management Trends You Can’t Ignore >

Check out the latest technology trends in field service management and enjoy access to our on-demand webinar to learn more.

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The Data Behind Predictive Field Service >

Before you can get predictive with field service, you need the right data. Learn about the types of data you should be tracking, and how you can use each.

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Decoding the Service Chain: 5 Steps to Achieving Optimization >

With service chain optimization, you can meet your business goals, make customers happy, and maximize resources. We have five steps to get you there.

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Disruption, Development, and Diversity in Field Service >

Senior field service professionals met in London to discuss everything from digital disruption to workplace diversity. See what they had to say.

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How to Deliver Smarter Service Scheduling: Learning from American Airlines >

A holiday time off scheduling glitch put over 15000 American Airlines flights at risk. Learn how smarter service scheduling can mitigate the unexpected.

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What is Predictive Field Service? >

What if there was a way to forecast in-day disruptions before they happened? With the power of predictive field service, it is possible. Learn more.

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10 Reasons Why FSM is the Real Secret to Santa’s Success >

Ever wonder how Santa delivers all those gifts to the right house at the right time? Here are the 10 reasons why FSM is the secret to Santa’s success.

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cablex Increases Daily Job Completion by 15% with ClickSoftware >

Learn how cablex increased the number of jobs completed per day with ClickSoftware's automated field service scheduling solution.

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Decoding the Service Chain: Dissecting the Links >

Successful service delivery means considering the full life-cycle of the service chain. Learn what's required to optimize each stage.

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Altech Netstar Sparks Efficiency with Better Visibility >

Learn how better visibility and elimination of paper-based forms helped Altech Netstar improve operational efficiency and customer satisfaction.

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If the Future Is in the Cloud, Why Are Enterprises Still Lagging Behind? >

If the cloud offers unmatched flexibility, reliability, and scalability, why are some enterprises still using on-prem software? We explore why in this post.

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Customer Satisfaction Will Drive Tech Innovation in Field Service >

Predictions about the future of technology vary greatly, there's one commonality: they're all being used to impact customer experience. Learn more.

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Decoding the Service Chain: What is Service Chain Optimization? >

How can you deliver great service while meeting business goals, keeping customers happy, and managing the unexpected? Optimize the service chain.

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Why Capital Equipment Manufacturers are Making the Shift to Service (And How You Can Learn From Them) >

Capital equipment manufacturers have shifted to service due to increased customer expectations. Here's what field service organizations can learn from them.

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Bosch Thermotechnology Boosts Efficiency with Click Field Service Edge >

Learn how manufacturer Bosch Thermotechnology improved efficiency and customer satisfaction after upgrading to Click Field Service Edge.

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3 Ways Field Service Scheduling Software is Evolving >

Field service scheduling software is changing at light speed, but can you keep up? Learn how to in this blog post.

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5 Signs of the Coming Digital Disruption Apocalypse in Field Service Technology >

What do Uber, Airbnb, and Amazon have in common? They each turned entire industries upside down. Is field service prepared for digital disruption?

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What the Customer of Tomorrow Means for Field Service Scheduling Software >

Learn what the customer of tomorrow will demand, and what that means for service scheduling software.

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Visibility: The Key to Managing Your Mobile Third-Party Workforce >

Outsourcing techs is a great way to save on costs & expand coverage, but visibility is crucial. Learn how a mobile workforce management solution can help.

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What do current UK water challenges mean for field service? >

As population booms, and the environment continues to shift, how can field service prepare the UK for a safe and sustainable water future?

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2020 Field Service Technology Predictions: Drones, Robots, and Self-Driving Cars >

New technologies promise to alter field service for the better in the coming years. Check out some predictions for the field service tech landscape by 2020.

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Toolkit for Engaging Aging Techs in Your Mobile Workforce Overhaul >

Learn how to get the most from your aging workforce as your field service organization adopts mobile technology and applications.

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Press Release: ClickSoftware Named a Leader in Gartner Magic Quadrant for Field Service Management For Sixth Time >

For the sixth consecutive time ClickSoftware was named a leader in Gartner's Magic Quadrant for Field Service Management. Learn more.

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ClickSoftware Named a Leader in Gartner Magic Quadrant for Field Service Management for 6th Consecutive Time >

ClickSoftware was named a leader in Gartner's Magic Quadrant for Field Service Management for the 6th time in a row. Learn more.

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What is Modern Mobile Workforce Management? >

How is modern mobile workforce management evolving? Here’s how organizations can take advantage of new tools.

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How the Coming Army of Robots Will Reshape Field Service >

Learn how the coming army of field service robots will reshape the nature of our businesses.

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Field Service Engagement: Human Interaction is Today’s Digital Differentiator >

Do your customers want socialized service, chatbots, and streamlined technology or do they want all of that to have more of a human touch?

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How Dispatch Managers Can Bring Order to What Can Seem Like A Three-Ring Circus >

Learn how the best dispatch managers can balance customer and technician demands, just like a circus acrobat.

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Zero-touch Dispatch with Artificial Intelligence >

By applying artificial intelligence to dispatch management, field service organizations stand to gain a competitive edge. Learn more.

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Adventures in Artificial Intelligence Part 5: Personalization on The Horizon >

Get a taste of top AI stories, and learn how artificial intelligence is ushering in an era of greater personalization in field service.

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EMEA Utilities Smart Metering: A Roadmap for the Rest of the World? >

In this post we offer the pros, cons and requirements to make widespread utilities smart metering a reality around the world.

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IT Security Implications of IoT, Augmented Reality, and Wearables in Field Service >

Field service organizations face new security threats as they incorporate IoT, AR, & wearables into operations. Tighten security with these best practices.

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SAP Now Offering Best-in-Class Field Service Management in the Cloud with ClickSoftware >

Learn about the cloud-based field service management solution, SAP Scheduling and Resource Management by ClickSoftware, now available globally.

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ClickSoftware Announces Global Reseller Agreement with SAP, Providing Cloud-Based Field Service Management >

SAP will resell ClickSoftware Field Service Edge as SAP Scheduling and Resource Management by ClickSoftware. Learn more about the agreement and product.

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Down, Set, Hike! Predictive Playbook for Scheduling, Travel & Dispatch >

Down, set, hike! Learn how to apply three predictive maintenance technologies and win at the field service game.

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3 Long Cycle Utilities Planning Hacks >

In utilities, many projects span multiple, complex stages. Learn about three long cycle utilities planning hacks, and how you can apply them today.

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Adding Agility to the Field Service Workforce >

Learn why service leaders should rethink the field service workforce of the future given what's available for work distribution and workforce selection.

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5 Ideas for Improving Service Elasticity >

Here are five ways field service organizations can scale up or down in an agile fashion to handle changing customer demand.

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Lessons from The Blog: ClickSoftware’s Greatest Hits >

Apply lessons from our most shared Field Service Matters posts. Rock out to a whole new field service strategy with some hits from our blog!

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Why You Should Involve Your Customers in the Service Process >

Your customers are your best assets when it comes to delivering great service. Learn how better communication with your customers can improve service.

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Service: A Linchpin In An Increasingly Complex Telecom Landscape >

Learn 3 ways telecommunications service providers can harness their field service arm as a unique differentiator, and competitive edge.

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Telco Industry Falling Behind in Customer Service >

Telcos are struggling to meet their customers high expectations. Learn what this means for the telecommunications industry.

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IT Transformation Checklist to Prepare for Wearables & IoT >

Wearables and the Internet of Things are set to reshape field service. Here’s an IT transformation checklist to prepare your data center for change.

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When Great Products Aren’t Good Enough—Learning to Sell Customer Experience >

Your consumers might forget what you sell, but they will never forget how you made them feel. It’s time to get into the experience business. Learn more.

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Applying 8 Change Management Principles in Field Service >

In this post, we unveil how field service organizations can unlock John P. Kotter’s 8-step change management process. Learn more.

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The Future of Work: 3 Field Service Trends and How to Keep Up >

To thrive in today’s field service landscape, organizations must harness new technology and trends. Learn how in this post.

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Using AI to Match Skills in a Mixed-Skill Workforce >

Finding the right person for the job is crucial for a first-time fix. Learn why businesses are turning to AI to optimize technician assignment.

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Why Change Management Fails, and Why Field Service Needs It More than Ever >

Why is changing culture, or gaining software adoption so challenging at field service orgs? Learn methods for inspiring change in this post.

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Field Service Trends: How the Gig Economy Is Reshaping Service >

With the talent shortage we're facing, the gig economy could be a key to the success of service organizations. Learn how you can thrive in the gig economy.

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3 Best Practices for Capacity Planning >

Without a crystal ball, how can you see into the future enough to optimize resource capacity? Check out these best practices for capacity planning.

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Chatbot Fails & What Field Service Can Learn from Them >

Chatbots have exploded in popularity, but not all have been successful. Here’s what service can learn from early failures.

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ClickSoftware Meets Industry Leaders To Talk Field Service Management >

ClickSoftware hosted a roundtable in London to discuss field service management topics, including the IoT revolution and change management. Learn more.

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Engage Your Employees Part 4: Technology to Foster Engagement >

Today there's an app for almost everything - including employee engagement. Learn about different software & apps you could use to foster engagement.

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How to Predict and Prevent Customer Cancellations >

With the right technology and historical customer data, missed appointments can be predicted and prevented before they happen. Learn how.

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Three Ways Artificial Intelligence Drives Business Value >

It's no secret that artificial intelligence is improving workplace efficiency. Here are three ways companies are using AI to drive business value.

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Delighting Your Customers with Value >

The service experience doesn't end when the problem is fixed. Customers expect their service provider to remain a trusted adviser. Learn more.

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ClickReads: ClickSoftware Experts Weigh in On Field Service and Technology in Q2 2017 >

Read articles from ClickSoftware thought leaders to learn more about field service, technology, and customer experience trends.

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Adventures in Artificial Intelligence Part 4: Human Service Tasks AI Will Replace >

Are you worried artificial intelligence technology is soon to replace your work? In this post, we get real about the human tasks AI will supplant.

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How 6 Technology Trends are Changing the Business of Utilities >

Learn how leveraging new technologies and keeping a customer-centric mindset will help utility companies adapt and thrive.

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Engage Your Employees Part 3: Managing Millennials >

Millennials now make up the largest part of the workforce and they're also the least engaged. Learn how you can attract and retain this workforce.

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Why Consistency Matters in Branding >

Learn about the importance of brand consistency, especially in an age where service organizations are turning to contractors to expand business.

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Field Service Trends: Boomers & Millennials are The Perfect Pair >

With their powers combined, boomers and millennials could prove an unstoppable force in field service. Read on to learn more.

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How Customer Experience & Branding Tie into Service >

When your only human interaction with customers happens when there's a problem, it's crucial the tech makes a great impression. Learn more in this video.

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Engage Your Employees Part 2: Costs of a Disengaged Workforce >

It’s not uncommon for employees to feel their efforts are ignored by their company. Learn why it's important - and necessary - to engage your employees.

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Top Tips for Social Customer Care in Field Service >

Find out how social media can transform your service and gain best practices for embracing social media with your team.

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Adventures in Artificial Intelligence Part 3: What Is Machine Learning and Why Should You Care? >

Machine learning is a complex term, but it's something that's in action in our everyday lives. In this post we break it down into everyday terms. Read more.

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Pulse of the Modern Field Service Technician: 2017 Stats & Trends >

Working as a field service engineer requires a healthy balance of technical skill, and personality. Learn how the latest technology is changing the job.

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Engage Your Employees Part 1: How Are Engaged Employees and Customer Experience Connected? >

Research confirms there's a strong positive correlation between employee engagement and customer experience. Learn why in our employee engagement series.

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Automation Anxiety: Fighting the Fear >

Concerns about the robotification of the workplace grow as technology advances. But automation is here to help humans. Learn how you can work with it,

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How the Internet of Things Is Reshaping Field Service Delivery >

Customers today expect to pay for uptime instead of equipment, which means service companies must be proactive. Learn how the Internet of Things helps.

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Real Insight: Building a Big Data Bridge to Customer Satisfaction >

We're all in the service business now, and every customer interaction begins a potentially lifelong relationship. Learn how data can help improve service.

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Distributed Field Service: Marrying the Gig-Economy and the Enterprise >

An increasing number of field service organizations are using a blended workforce to manage demand & expand. But there are challenges. Learn more.

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Contractor Management: Managing External Employees >

Service organizations are increasingly outsourcing employees to cut costs and expand business. Learn how you can manage this new workforce.

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Field Service Events to Look Out For in 2017 – Part 2 >

There's always more to learn about field service. Check out this list of field service events taking place in the second half of 2017.

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Are You Ready for Fully Automated Field Service? >

Wouldn't it be nice if routine tasks were automated and humans were free to do the skilled work? Learn how to prepare your organization for automation.

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How to Make the Case for Upgrading Field Service Software >

Field service managers know that field service management (FSM) software is essential. Learn how you can convince the executive team to upgrade.

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Fisher & Paykel Enhances Customer Experiences >

Learn how Fisher & Paykel increased customer confidence in their brand by adding visibility into the workload and increasing communication.

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When Will Augmented Reality Be Scalable for Service? >

Augmented reality is no longer science fiction - it's real & it's here. Why should those in field service management care? Learn why.

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Predictive Travel: Can You Afford Not to See the Future? >

Field service organizations are constantly trying to improve efficiency and reduce costs. Learn how predictive travel can help.

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Are Wearables Dead? >

Wearables haven't been too successful in the consumer market. But what about for businesses? Learn how wearables can help field service technicians.

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Tremco Uses Automatic Scheduling to Improve Dispatch Process >

It's up to Tremco to make sure buildings are habitable. Learn how they use an AI driven schedule optimization to improve service.

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Look, No Hands! How Autonomous Vehicles Free Up Engineers To Do More in Field Service >

Learn how autonomous vehicles could free up techs for do more in field service and provide faster, better, and stronger experiences.

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Ledcor Adds Visibility into the Workload >

Ledcor's old workforce management system made communication slow and the workload invisible. Learn how an upgraded system helped improved processes.

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Chasing the Field Service Unicorn: Customer Loyalty >

At many organizations, gaining customer loyalty is like chasing a unicorn - but it's possible to achieve. Learn how service teams can get there.

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7 Insights from Our “Uberization” Field Service Report >

Customers are demanding Uber-like tools and service, but are providers keeping up? Learn how field service is changing in the age of Uber.

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Hidden Figures and Automation Anxiety >

The concern about the impact technology will have on jobs is as old as technology itself. Here's why you should stop fearing artificial intelligence.

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Suramericana Improves Visibility with Real-Time Communication >

Learn how Suramericana, one of the largest insurance companies in Latin America, improved communication & customer experience with field service management.

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10 Customer Experience Books & Quotes to Flip the Service Switch at Your Company >

With more technology in the marketplace than ever before, field service at scale can lack that personal touch. Here are 10 books to bring it back.

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Four Customer Service Tips from a Customer Experience Expert >

Learn how to differentiate from the competition with these customer service best practices from Best Selling Author & Customer Experience Expert Shep Hyken.

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5 Customer Experience Differentiators to Go From Ordinary to Extraordinary >

In this digital age, satisfying customers has never been more challenging. Get 5 experience differentiators to up your field service game.

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SGS Automotive Manages Growth with Auto-Scheduling >

SGS Automotive was experiencing a high volume of growth and it was difficult to manage. Learn how they used schedule optimization to manage.

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Broadband Internet In the Developing World: The Why and How for Field Service >

Broadband internet promises to completely change the developing world. But can telecommunications companies keep up? Learn more.

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5 Scheduling & Dispatch Tips for a Changing Telecoms Service Landscape >

The future of 5G speeds may be just around the corner, but the fundamental best practices of dispatch and scheduling remain intact.

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Black Hills Energy Improves Communication with Customers >

Black Hills Energy was dealing with an aging workforce and customers demanding better communication. Learn how field service management helped.

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3 Can’t Miss Sessions at Field Service USA >

If you're a field service leader looking to enhance your organization, check out Field Service USA in Palm Springs, CA. We have 3 sessions you can't miss.

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Unstoppable Telecom Industry Trends & Their Impact On Field Service >

The telecom industry is facing some of the biggest challenges in its history. Learn how field service providers can keep up.

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How Should Businesses Evaluate Field Service Management Solutions? >

It's easy to get caught up with all the features field service management solutions have to offer. But it's more important to consider the deployment model.

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TigoUne Dials Up More Effective Field Workforce Management >

TigoUne was working with outdated technology, which slowed productivity. Learn how implementing a more flexible field service management system helped.

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Adventures in Artificial Intelligence Part 1: Defining AI >

Does Artificial Intelligence technology confuse, and frustrate you? You’re not alone. Learn about 4 types of AI, and their future impact on service.

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Addressing the Aging U.S. Utilities Workforce Crisis >

The current utilities workforce is retiring at a rapid pace, and employers are struggling to hire replacements. What can we do about this crisis?

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4 Drone Strategies Dotting the Future Field Service Horizon >

Autonomous and semi-autonomous drones stand to change field service management drastically. Get 4 future drone strategies in this post.

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ClickReads: ClickSoftware Experts Weigh in On Field Service and Technology in Q1 2017 >

Read articles from ClickSoftware thought leaders, who contributed expertise on field service management trends, technology & customer experience.

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Field Service Talent Shortage & Technology | Challenges of an Aging Workforce >

Service industries are facing a talent loss due to an aging workforce, but technology will play a major role in solving the problem. Here's how.

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Webinar Replay: Improve Your Bottom Line With Better Customer Experiences in the Field >

In this webinar, Sumair Dutta and Jim Delande discuss the importance of customer experience in field service, from a B2B and B2C perspective.

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Is Google Glass how all Field Service Wearables Will End? >

Wearables are all the rage. Why haven’t they taken off in field service? In this post, we discuss how wearables will truly impact field service management.

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Field Service Talent Shortage Part 2: The Opportunity in Changing Field Service Dynamics >

Millennials have been characterized as entitled, technology addicted, and disrespectful. But they actually have a lot to offer to field service.

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How the Internet of Things is Transforming Field Service >

Learn how the Internet of Things is transforming field service and providing a wealth of new opportunities from our whitepaper.

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5 Keys to Aligning Conflicting Service Stakeholder Interests >

When competing interests bring your business to an impasse, everyone loses. We have five tips to help balance between supporting efficiency and growth.

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Knowledge Management, Aging Tech Insights & The Bridge to The Future >

As thousands of aging techs retire, will the new generation of service workers capably fill their shoes? Learn how knowledge management can help.

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Field Service Talent Shortage Part 1: The Growing Concern >

A growing number of field service organizations are feeling challenged by an aging workforce and the ensuing talent shortage. Learn more about this trend.

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7 Unstoppable Field Service Management Trends for 2017 >

2017 is proving to be a year of massive changes in field service technology. Get up to speed on what’s next, and learn how you can keep up.

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4 Ways to Integrate Parts Management into Field Service Delivery >

To deliver top quality service to customers, techs must be equipped for a first-time fix. Here's how you can integrate parts management into service.

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Why Capital Equipment Is Leading in IoT but Trailing in Customer Experience >

When it comes to technology adoption and first-time fixes, CEMs lead the way. But when it comes to customer experience, they fall behind. Here's why.

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Optimizing Service Schedules and Managing the Unexpected >

Disruptions in your daily field service plans are inevitable. Luckily, anyone can master optimized scheduling and minimize the impact of unplanned changes.

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Field Service Events to Look Out for in 2017 >

The field service industry is undergoing exciting changes, which means there's more to learn. Check out this list of field service events to attend in 2017.

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3 Ways IoT is Transforming Field Service >

The Internet of Things & big data are reshaping the way field service organizations connect with customers. Learn 3 ways IoT is transforming field service.

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How to Manage Customer Expectations in the Uber Age >

A recent shift in consumer attitudes towards service means more pressure from field service organizations to provide positive customer experiences.

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