Field Focus: The Journey to Field Service Excellence


If the journey to field service excellence were an event, it would resemble more of a marathon than a sprint. But as Field Focus host Mike Pandl pointed out, it’s an effort well worth undertaking, and many great benefits can result from this journey. Two expert solutions consultants from MSI Data joined the conversation to assist Pandl with his field service excellence topic Chris Steele and Bill Langosch.

MSI’s role in field service excellence encompasses multiple elements, including change management and digitizing processes, something Steele and Langosch experienced several times over the years.

“There is any number of things that are driving companies to automate,” Steele explained. “Primarily, they’re looking to find a way to execute more efficiently.” From labor shortages to process inefficiencies, companies are looking for ways to operate better under extreme circumstances.

“One of the things I often hear during implementations is that customers have all this tribal knowledge,” Langosch said. “It’s not documented, it’s not on paper, it’s in someone’s head. That doesn’t serve the organization well when I have to go to an individual every time to learn that process, or maybe its customer information that I have to find out from them. I think companies are turning to field service automation tools to help consolidate some of that knowledge, so there isn’t that reliance on those subject matter experts all the time that could create bottlenecks in the organization.”

Companies not only want this information readily available, but they want it available across all their systems, so fully integrated field service tools are needed.

Follow us on social media for the latest updates in B2B!


IoT adoption
As Congress Seeks Feedback on IoT Adoption, IoT Experts Should Seek Opportunities for Cross-Discipline Collaboration
October 3, 2023

In August 2023, the National Institute of Standards of Technology (NIST) put out a request for comments on the Preliminary Update from the Internet of Things Federal Working Group (IoTFWG), which aims to provide the nation direction on how to improve IoT adoption and expand its use cases for the future of industrial, corporate, […]

Read More
retailers return strategy turn returns into revenue
Returns Cost Retailers Billions. Making Them Even Easier for Customers Will Turn Returns into Revenue.
October 3, 2023

Recently, fashion retailer H&M began charging its UK customers a small fee for returning online purchases in-store — and then hurriedly backtracked on this strategy. Meanwhile, the National Retail Federation found that returns resulted in $816 billion in lost sales for retailers in the United States last year. It should be no surprise, then, […]

Read More
modern workspace innovations
Breaking Conventional Boundaries: A Dive into Modern Workspace Innovation with Workspace48’s Craig McPhail
October 3, 2023

The conversation around modern workspace innovation has recently become more pertinent as organizations seek to adapt to new-age working conditions, accelerated by the global pandemic. Challenging the conventional workspace models pave the way for more flexible, efficient, and technologically driven solutions. According to a survey by the Pew Research Center, about 54% of adults […]

Read More