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Connected Customer Experience

Michael R Blumberg

Recent Posts

Improving First-Time Fix Rates

Author Michael R Blumberg on Nov-29-2018

In my last blog, I discussed the importance and impact of high First-Time Fix rates for the field service industry. (If you have not already read it, catch up here.)  Knowing that a high First-Time Fix rate leads to greater customer satisfaction, higher renewal rates, and lower costs for your company encourages management teams to want to improve this Key Performance Indicator (KPI). And making those changes does not have to be difficult or costly. On the contrary, making this KPI a priority will increase profitability and can make your organization flow more smoothly.

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Is Now The Right Time To Replace Your Field Service Management Software?

Author Michael R Blumberg on Sep-10-2018

The market for field service management (FSM) software market is large and growing. In 2017, the market for cloud- based applications was valued at $1.2 billion by Blumberg Advisory Group, and we anticipate that the market will experience a five-year compound annual growth of 22.8 percent. In other words, it will more than double by 2022.

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Avoiding the Four Biggest Mistakes FSOs make when using Contingent Labour

Author Michael R Blumberg on Aug-23-2018

Michael Blumberg, President of Blumberg Advisory Group  and founder of FieldServiceInsights.com discusses  some of the most crucial mistakes field service companies can make when utilising contingent or seasonal labour…

Field Service Organizations (FSOs) in North America, UK, and Europe are increasingly turning toward crowdsourcing platforms and subcontractors to augment their field workforce.

This type of outsourcing strategy enables FSOs to become more agile in meeting customer demands for service. As a result, they [FSOs] are able to reduce costs and improve service productivity. In addition, crowdsourcing and contingent labour helps solve the problem of finding skilled labour on a rapid basis.

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Field Service: A Mid Year Review

Author Michael R Blumberg on Jul-6-2018

Now that we are half way through 2018, I wanted to take some time to look at where the Field Service industry is right now.  Here are some of my thoughts on the biggest struggles facing Field Service Organizations (FSO), where some of the greatest opportunities lie, and what trends to look for in the coming months and years.

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The Impact Of Impending Labor Shortages On Field Service

Author Michael R Blumberg on Jun-27-2018

One of the most pressing concerns among field service executives is the impending shortage of skilled workers. These concerns are well-founded. The U.S. labor market is expected to face a shortage of approximately 8.2 million workers by 2027, reports Thomas Lee, head of research at Fundstrat Global Advisors.

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Value and Price: Understanding the Forces that Influence Service Revenue

Author Michael R Blumberg on May-18-2018

I am often asked by clients to help them implement strategies to grow their service revenue.

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