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Don't Let the Back-Office Tail Wag the Company Dog

All too often, as field service companies are considering new software, they base decisions on their historical software usage patterns and let the tail wag the dog.  Since accounting software is the primary, and often only, business…
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Modern Tools for Service Contractors, Part 1: Operational Efficiency

Over the last couple years, we’ve compiled a list of free to low cost, easy-to-use applications and products that we often recommend to service contractors. These products range in benefits from operational efficiency to lead generation and…
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Don't bring an operations knife to a customer service gunfight: Customer engagement must be the first priority in a connected world

"Why yes, I regularly purchase products from mail order catalogs" said no one in the last 20 years.  Yet 20 years ago, most catalog retailers were thinking to themselves "If only we could improve our operations and reduce our cost of delivery,…
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Stop Texting. Start Messaging!

On several occasions, I've walked into a meeting with dispatchers, schedulers, and service managers who were glued to their phone texting with their technicians in the field.  Why should the office staff use a tiny keyboard on a phone to update…
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Looking for Software Innovations? Look for Loosely Coupled Integration

ServiceTrade integrates with any other application you might find necessary to run your business through what we call “loosely coupled integration.” What this basically means is that the two (or 3 or 4 or more) applications DO NOT SHARE…
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The Rich Get Richer: Why Smart Service Contractors Make Smart Software Decisions

I have noticed an interesting trend with ServiceTrade customers: the large majority are already in the top 10% of the industry regarding both systems capability and typical service contractor metrics – growth, gross margin, net margin –…
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Never Miss a Service - Managing Recurring Services

There are two keys to profitable service operations - job service density and job route density.  I discussed job route density in a previous post entitled “Field Service Scheduling - Kill the “Where-wolf” that’s eating your profits.”…
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Field Service Scheduling – Kill the “Where-wolf” that’s eating your profit

Field service scheduling is hard because it involves both time AND space.  You can’t decide “when” until you know “where.”  And knowing “where” is not just one location.  The scheduler needs to see ALL jobs on a calendar AND…