Matthew Leonard
Matt is a seasoned strategic digital marketer. With internet marketing experience as early as 1995 Matt is a digital marketing industry thought leader.


3 Causes of Bad Field Service | ServicePower | Innovating Field Service
We talk frequently about customer service on this blog and in conjunction with our software solutions -- with good reason. There can be a fine line between customer retention and customer attrition, and it is one expensive line for service organizations. In fact, analysts from Genesys report that poor customer service results in estimated $83 billion loss per year. Additionally, 89% of consumers began doing business with a competitor due to a poor customer service experience (Oracle Customer Experience Impact Report). With these statistics, does it surprise you to read that last year (2013), 40% of the Customer Service Hall of Shame by MSN money, were field service organizations? What gives?

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Five Things Every Mobile Field Service Solution Needs | ServicePower | Innovating Field Service
As a field service manager, you probably spend a lot of time thinking about and implementing plans designed to increase productivity and quality of service. In an age where customer expectations are greater than ever you are under increasing pressure to adopt tools and strategies that let your technicians get things done faster and correctly the first time—and a mobile field service solution can help you meet those demands.

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The Elusive First-Time Fix in Field Service | ServicePower | Innovating Field Service
First-time fix rate may just be the red-headed stepchild of field service metrics. This performance metric, which is defined as the percentage of jobs that are resolved the first time a field technician visits, is largely underrated. In fact, according to Aberdeen Group’s Field Service 2013: Workforce Management Guide, 17% of the service organizations surveyed don’t measure first-time fix rate, or were not aware of theirs. Despite this figure, Aberdeen goes on to state that the top complaint service customers have is that their technician could not resolve the issue (over half the respondents, 57%). Based on this, shouldn’t first-time fix rate be on the forefront of every field service manager’s mind? First-time fix rate doesn’t just improve customer service.

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CEO Marne Martin on ServicePower 2013 Results | ServicePower | Innovating Field Service
Growing up, there were three tenets: start the day with a smile, success comes to those who work the hardest, and find beauty in everything around you. This has carried me through my life, both personally and professionally, and is good advice to remember in top leadership positions at all companies, especially public ones. This month, I had the pleasure of meeting with many of our current shareholder again as well as others that I hope will invest in the company as we continue our journey.

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Time is Money: Are Your Field Service Technicians Wasting Time? | ServicePower | Innovating Field Service
We’ve all seen and heard references in popular culture—like the famous Seinfeld episode where Kramer gives the cable company a taste of its own medicine—to the frustration customers feel when technicians are late to a job or worse, don’t show up at all. But as a field service manager you understand that when your technicians don’t arrive on time—no matter who is at fault—it costs your business precious time and money. For that reason, it might be time to invest in a mobile field service solution. Here’s how a comprehensive set of field service tools can get your operation running more smoothly:

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