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Much has been written about the importance of Customer Experience (“CX”) and it has never been more important with record call volumes at contact centers during COVID-19 that is placing tremendous…
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Check out Jolt’s top picks for FSL from Saleforce’s ’20 Summer Release Notes See what we thought was the most relevant to YOUR service needs: Track Your Team’s Expenses Create expenses linked to…
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Our Top Picks Wow! Spring is already here but it certainly does not feel like it with the current global situation that we are all experiencing. We here at Jolt Consulting Group wanted to take some…
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Professionals in the Health and Life Sciences (HLS) industry rely on fully operational medical devices to provide elevated patient care in a highly regulated environment. Within the HLS industry,…
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Catastrophic. Frightening. These and many more adjectives are being used on a daily basis to describe the current global pandemic sweeping the world and, in turn, sweeping our economy off a cliff.…
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Most people are familiar and comfortable with service operations in everyday life, like calling a plumber to fix a leaky sink, contacting an HVAC contractor to clean the heating system, and emailing a…
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The fourth revolution in manufacturing is here, and it’s not only reshaping the way things are made but also evolving the customer experience. Dubbed Industry 4.0, this fourth major upheaval in modern…
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“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.”, Richard Branson Working smarter, not harder, is a mantra to live by for…
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Self-service is defined as the use of technology tools, which empower customers to address their own needs and help themselves, without interacting with a live agent. These tools are two-way…
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Leveraging Omni-channel Optimization of the customer experience carries with it a plethora of opportunities and challenges for an organization. One challenge is managing omni-channel communication…
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Once a product is sold and installed at a customer location, the equipment manufacturer often has limited visibility into the condition of their product at their customer’s facility. So, how does a…
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Customers perceptions and related feelings caused by the one-off and cumulative effects of interactions with a supplier’s employees, systems, channels or products is the literal definition of Customer…
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MEP and HVAC organizations are recognizing that providing superior customer service is fundamental to increased customer loyalty and profits. Enriching the customer experience can delivers tangible…
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Earlier this month, we reminded readers about the top strategic trend of 2018, according to a survey conducted by Field Technologies Online increasing the efficiency of field technicians—and now we’d…
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It’s over halfway through 2018, but that doesn’t mean it’s too late to focus on the top strategic trends in service this year. According to a survey conducted by Field Technologies Online,the number…
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As the calendar flipped to January leaving 2017 behind, what is your 2018 strategy, how will you take goals and turn them into a reality and where to begin? It’s easy to get bogged down with a lengthy…
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During the 2018 Mechanical Service Contractors’ Association (MSCA) Conference, Steve Smith, MSCA Vice Chair and SVP of ACCO Engineered Systems, shared his perspective and experience working with Jolt…
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In this “age of the consumer,” where customers are more empowered than ever before because of the ability to access information about products and services in real time, it’s increasingly more…
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Voice of the Customer (“VoC”) is defined as a set of activities or processes which capture customers’ expectations, preferences, and aversions. Today’s best-in-class service firms are able to stay in…
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Jeff Oskin, Jolt’s CEO and President, is featured in Mobile Reach’s Five Questions for a Field Service Expert podcast series. In the podcast, Jeff discusses the macro trends currently driving the…
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Performance-based service contracts are results-oriented and focused on the outputs, quality, or outcomes of deliverables desired by the customer and provided by the service organization. Companies…
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Today’s leaders in the service industry must focus on measuring metrics to proactively manage their business – recall the famous quote by Peter Drucker “What gets measured, gets managed.” But how do…
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Famed business consultant, educator, and author Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service…
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This is the second of a two-part blog series. Click here to read the first in this blog series which discussed technology requirements for mobility and subcontractor management. With over 40 MEP and…
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This is the first of a two-part blog series. Stay tuned for the second and final blog where we describe the final three industry specific areas; quoting and estimating, contract management and…
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As a service business owner or operator, you’re juggling many variables daily. Fundamentally, you must focus on serving your customers with excellence, and one way to accomplish this is to recruit the…
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Business owners and executives in the service industry, like any industry, are always looking ahead to the “next generation” of how to elevate customer service to drive more business and increase…
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As originally published in Field Technologies Online. The definition of a salesperson is “an individual who sells goods and services to another entity.” This sounds simplistic enough, but when…
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Service Delivery and Impact to the Customer Experience Saratoga Springs, NY (October 18, 2017) – Jolt Consulting Group, a leading provider of transformational business and technology services for…
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Gosiger’s Field Service Overhaul Jolt Consulting Group client Gosiger is featured as Field Technologies Online’s October 2017 cover story where Roger O’Connor, VP of Product Support, discusses…
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A Firsthand Opinion on the Value of Consultants Some companies are apprehensive to utilize external consultants. Field Technologies Online recently interviewed Roger O’Connor, VP of product support at…
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This is the second of a two-part blog series describing Jolt Consulting Group’s “Service Excellence CurveSM” and how companies can achieve best-in-class service. Click here to read the first in this…
Read more »This is the first of a two-part blog series describing Jolt Consulting Group’s Service Excellence CurveSM and how companies can achieve best-in-class service. Stay tuned for the second and final blog…
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Field Service Management Software Basics: Benefits, Choices, and Industry Drivers In the field service business, it’s critical to offer excellent customer service while operating efficiently to create…
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People fear and resist change. No matter how much we prepare ourselves or our employees for necessary upgrades, realignments and strategy shifts that occur in the service business, innately, employees…
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Introduction Service organizations with 150 field technicians can have the same difficulties delivering service as larger, enterprise companies. However, due to their smaller size they have limited…
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Introduction The Internet of Things (IOT) and field service have always been viewed as a dream match. The promise of IOT, to remotely monitor activities and proactively dispatch a technician, aims to…
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Introduction When approaching a marketing strategy for any business – and especially in the service industry – it’s important to understand how business operations and service delivery impact…
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With over 660 attendees, Field Service USA proved once again to be a preeminent event for the service industry. Jeff Oskin, President and CEO of Jolt, led the Service Innovation track and discussions…
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This is the fifth in our series of reviews of ServiceMax vs Salesforce Field Service Lightning and Service Cloud, the two leading service management software solutions built 100% natively on the…
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This is the fourth in our series of reviews of ServiceMax vs Salesforce Field Service Lightning and Service Cloud, the two leading service management software solutions built 100% natively on the…
Read more »This is the third in our series of reviews of Salesforce Field Service Lightning and Service Cloud vs ServiceMax, the two leading service management software solutions built 100% natively on the…
Read more »For the fourth straight year at Field Service USA, Jeff Oskin, President and CEO of Jolt, will be leading the Service Innovation and Technology track and discussions from Dell, DirecTV, Durst Image…
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This is the second in our series of reviews of Salesforce Field Service Lightning and Service Cloud vs ServiceMax, the two leading service management software solutions built 100% natively on the…
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This is the first in Jolt Consulting Group’s series of reviews of Salesforce Field Service Lightning and Service Cloud vs ServiceMax, the two leading service management software solutions built 100%…
Read more »Jolt Consulting Group CEO Featured in Field Service Digital CEO Shares Service Trends and Challenges SARATOGA SPRINGS, NY (April 20, 2016) – Ahead of Field Service USA 2016 in Palm Springs, CA, Field…
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It’s one thing to say or think you need to deal with an aging service workforce, but an entirely different thing to take steps to address it. There are several great resources to read while you…
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A new year brings opportunities for some service organizations to make organizational and operational changes. It can be tempting to put buzzword technologies like Internet of Things (IoT) and…
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Last week, we explored how you can reflect on your service organization’s performance over the past year. This week, we focus on how you can strategically plan for 2016. Maybe your organization is not…
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Businesses across industries are now seeing the influx of Millennial workers entering the workforce as students graduate high school and college and look for jobs. These new workers tend to be not…
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Over the past several weeks, we’ve examined different mobile workforce management features and why field service organizations should want them. The final post of the series focuses on the collection…
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Should Field Service Providers Worry about Internet of Things? Internet of Things (IoT) is a frequent buzzword used in field service news all over the web, but what is the Internet of Things and what…
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In part 4 of this blog series, we explore the collaboration features of mobile workforce management solutions. What do the features do, and why might your organization want them? If you missed any of…
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In this blog series, we will discuss what service organizations should expect when receiving different consulting services. We have discussed service assessments and business process re-engineering in…
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Over the past two weeks, we’ve delved into mobile workforce management (MWFM) software features, what they mean, and why an organization might want them. As an extension to our post on scheduling…
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In part 2 of this blog series, we explore the knowledge management features of mobile workforce management solutions. What do the feature do, and why might your organization want them? In case you…
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In this blog series, we will discuss what service organizations should expect when receiving different consulting services. Our first post focused on service assessments. If you missed it, find it…
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In this blog series, we will explore different mobile workforce management solutions, including what the solutions do and why your organization might want them. Our first post reviews the scheduling…
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In this blog series, we will discuss what service organizations should expect when receiving different consulting services. Our first post focuses on service assessments.
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Choosing and implementing a software or hardware solution is difficult. However, roll out can be made smoother if you involve your employees. Involving everyone poses challenges, particularly for…
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Jolt Consulting Group is proud to introduce a QuickBooks and ServiceMax integration solution… No doubt the option will make smaller field service organizations rejoice. For a more in depth look at the…
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Implementing new technology can be tough on both your company’s time and its money. And enabling staff to adapt to the new technology is an often overlooked part of implementation. How can you help…
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Our final installment of issues harming field service workforce numbers focuses on field service’s PR. In case you missed the first two installments: the first overviewed the top three issues harming…
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Jolt Consulting Group would like to introduce this guest post from Rob Chamberlin at DataXoom. DataXoom is a leading provider (and the first provider!) of wholesale mobile data geared toward…
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