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Technology
By Michelle Rafter
Oct. 7, 2011
Improving field-service management takes more than giving technicians smartphones and subscribing to some Web-based apps.
To be successful, companies need to shape new systems to their specific needs and give themselves plenty of time to switch over.
Here’s what industry analysts and managers who’ve gone through an upgrade suggest:
“People thought we’d hit a magic button and … everything would be perfect,” Taylor says. But it’s been an ongoing process, one that continues as the company prepares for yet another upgrade.
“My only hindsight suggestion is to be realistic about time frames,” he says.
Michelle V. Rafter is a Workforce Management contributing editor based in Portland, Oregon. To comment, email editors@workforce.com.
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