How to Encourage Well-Being for All
Let’s face it: life has gotten really, really hard. The pandemic hit and forever altered our lives. Our world and culture are significantly different and more divided than before. We don’t have the level of interaction with other people that we used to have, and we’re...
A Resilient Services Framework, Part 3
Part 3: Future Considerations Earlier in our series, we talked about what a resilient service network looks like and how to ensure predictable, positive outcomes throughout the network at all times. To close this blog series, I’d like to take a look into the future;...
A Resilient Services Framework, Part 2
Part 2: Ensuring Positive, Predictable Outcomes In our last post, Mike Stolz described what makes up a resilient services framework and how to build such a network for your organization. Having held service leadership positions at multiple OEM organizations throughout...
A Resilient Services Framework, Part 1
Part 1: Defining a Resilient Services Framework If there’s one thing that the COVID-19 pandemic has made clear to those of us in the service industry, it’s the importance of resiliency in our operations. Many organizations have been challenged this year in their...
Keeping Company Culture at the Forefront
COVID-19 has had a massive effect on the way we all go about our work. Still months after the initial wave, the pandemic continues to play a substantial role in our lives. In the services industry, where our people are our product, we’ve seen that staying connected...
The Risk of a Trunk Stock Model
Over the years, we’ve seen that the major cause of customer dissatisfaction with OEMs has been slow service response times. The effects are tangible; in the medical world, for instance, the mission-critical equipment that doctors and nurses need to help patients stay...
The Importance of Proper Workforce Utilization
As John Trautwein described in our previous blog post, end-users are increasingly demanding that their OEMs be more responsive to their service needs. SLA compliance isn’t at the level that end-users need it to be to keep mission-critical applications and operations...
Increased Downtime Causes End-User Frustration
The pressure on OEMs and their service teams to be more responsive to end-users has risen considerably. Medical technology and industrial automation organizations aren’t used to seeing SLA response time as a pain point because many have grown accustomed to average SLA...
Outsourcing Field Services – Building Your Strategy
For industries like medical technology and industrial automation that highly value business relationships, brand protection and service quality, field service models have historically relied on an employed field service workforce. Today, as new challenges arise, we at...
How Culture Influences the Customer Experience
As we’ve navigated these challenging times, I’ve become very passionate about Source Support’s Core Values. Our team has leveraged them as they began working remotely, in solving new challenges that arose from COVID-19 and determining the best course of action for our...
A Mid-Year Review
What a year it has been so far for all of us, personally and professionally. We have all faced so many challenges, and it’s hard to know how to navigate them or what might come next. From all of us at Source, we hope that you and yours are healthy and finding your way...
Resiliency in Service, Part 2: Building a Resilient Model
As explored in Part 1 of our discussion about resiliency, a lack of continuous service often translates to a backlog of cases, end-user frustration, and more. Your ability to take care of your end-users in a timely fashion has a direct effect on customer retention and...