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Field Service Tech Talk: Integrating Field Operations Into Your Big Data Strategy

Christine Friscic

Oct 9, 2014 9:15:00 AM

In this ongoing “Field Service Tech Talk” series, we will interview TOA’s experts to answer your questions about field service technology – its purpose, growth and evolution – as well as how today’s tech trends will impact your field service strategy. Today, I interview TOA’s VP of product marketing, Jeffrey Wartgow.

TOA’s field service management technology works by collecting lots of data points to make accurate predictions. So naturally, we get a lot of questions that sound like “If I can collect all this data from the field to run my field operations, should I be thinking about a big data strategy, too?”

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How the iPhone 6 Plus Impacts Your Field Service Strategy

Kayleigh Fitch

Sep 26, 2014 1:10:12 PM

Apple just announced two new iPhones with larger screens. The larger of the two, the iPhone 6 Plus, boasts a 5.5 inch screen, measuring just a bit wider than the Samsung Galaxy S5.

Additionally, media began reporting in late August that Apple is working on a new iPad with a 12.9 inch screen, likely to hit the market sometime in 2015.

While we know that the larger screens don’t necessarily mean anything new for those of you with field workforces (many of you have been using phablets and tablets for years), we wanted to take this moment to look at three ways that you can capitalize on the trend of growing screen real estate. Specifically, you should consider how you can use larger screens to accelerate the development of new roles in your field service organization – creating opportunities for better services, more sales and increased productivity.

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Let’s Talk Field Service in the Cloud at Oracle OpenWorld 2014

Kayleigh Fitch

Sep 24, 2014 1:23:37 PM

The countdown is on: Oracle OpenWorld is less than a week away.

We’ve exhibited at the event for the past few years as an Oracle partner. This year, TOA Technologies is attending as a wholly-owned subsidiary of Oracle. Needless to say, we have a lot to talk about at the conference!

In TOA’s decade of doing field service management in the cloud, we’ve learned that offering a truly end-to-end customer service experience hinges on making the process seamless for both customers and employees – from the time an appointment is booked through fulfillment and customer feedback. The combination of Oracle and TOA means there’s really powerful technology available to make this vision a reality. We’re excited to speak with the Oracle community about the role cloud-based field service management applications can play in the customer experience. 

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5 Ways to Turn Customers Into Brand Evangelists

Dino S. Vince

Sep 11, 2014 9:45:00 AM

Ninety-two percent of people across the globe trust recommendations from their friends and family members above all other forms of advertising. Nielsen, a leading consumer research company, published this news in a recent study. Because personal recommendations are seen as objective, they aren’t met with the skepticism that consumers often feel for a company’s own marketing and advertising efforts.

By improving customer service, your customers will enthusiastically recommend your company and services, which in turn will provide tremendous marketing benefits. Recent research by Zuberance concludes that brand evangelism is at least 10 times more cost effective than traditional marketing tactics.

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The 10 Commandments of Great Customer Service

Eric Broder

Sep 9, 2014 9:45:00 AM

 

"Field service management pros... heed these instructions to deliver superior service to customers."

Exploring the TOA archives, we happened upon an ancient document, pressed upon a stone tablet, bearing these words. Clearly intended for stakeholders of all field service operations, they appear to be the golden rules for delivering great customer service. 

(Actually, the document’s from 2011 and was on our Google drive, but roll with us a little here.)

Anyway, we were struck by how relevant the words remain today. Get a load of these, with our special added commentary:

1. Thou shalt deliver thy service on time. Respect your customers by being there when you say you’re going to be there. Your field service management system’s first duty is to ensure your techs arrive for an installation or repair at the right time, and complete the job right the first time, too. What’s at stake? Just your brand and bottom line. 

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Playing by the Rules...of Field Service Management

Sarah Sphar

Sep 5, 2014 10:41:31 AM

While technology, products and customers change, one thing that likely remains constant in your field service operation is the mandate to do more with less. Improve customer service while cutting costs, increase efficiency while cutting spending — these directives, it seems, never stop being important.

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Field Service Tech Talk: What’s In Store for Cloud Applications?

Kayleigh Fitch

Sep 2, 2014 10:56:00 AM

In this ongoing “Field Service Tech Talk” series, we will interview TOA’s experts to answer your questions about field service technology – its purpose, growth and evolution – as well as how today’s tech trends will impact your field service strategy. Today, I interview TOA cloud security expert Mike Carpenter.

As vice president of business continuity and compliance at TOA, Mike Carpenter is responsible for ensuring the security, reliability and performance of TOA's SaaS field service management solution. So we knew he was the perfect person to give us the scoop on this common cloud security question:

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The Return of “Moneyball”

Scott Lax

Aug 7, 2014 5:20:22 PM

Earlier this year we published a post titled,“A Moneyball Approach to Field Service Management.” The response was such that we thought it warranted a white paper to further explain the concept of moneyball as it pertains to field service.

The original post compared the analytical, statistical method of “sabermetrics,” which was famously first used by Billy Beane of the Oakland Athletics baseball club in the early 2000s, to the use of predictive analytics in field service management.

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Oracle Buys TOA Technologies

Yuval Brisker

Jul 31, 2014 9:00:00 AM

I have big news to share with you. Oracle today announced that it has signed an agreement to acquire TOA Technologies (TOA).

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Tales from the Road: How Morrison Utility Services Manages Complex, Multi-task Field Work

Kaitlin McCready

Jul 25, 2014 10:28:00 AM

In this ongoing “Tales from the Road” series, we will feature smart people who have taken on mobile workforce challenges, the stories about how they conquered them and the lessons they learned along the way.

Andy Carter works in the very traditional utilities industry. But his approach to field operations and enterprise technology is anything but traditional.

Carter is the business process improvement director for Morrison Utility Services, a UK-based supplier of infrastructure repair. They provide maintenance services to electricity, gas, water and telecoms companies, mostly on highways. And Carter had a heck of a business process improvement task in front of him.

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