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...
Resiliency in Service, Part 1: The Crisis Test
At Source, we define resiliency as the ability to deliver tech service and take care of your end-users no matter what obstacles might present themselves along the way. Obviously, resiliency is essential to proper operations, and you must ensure you have the resiliency...
Ensuring A Successful Outsourced Global Service Model
All the time, we hear our customers and prospects ask the same question. What’s better for us: building out and managing our own global service infrastructure under a legacy business model, or relying on an outsourced global service model? Most organizations seem to...
Open Letter to Source Team
To my Source teammates and members of our Source Techworks network, As the tragic events of the past few weeks have unfolded and people around the world call for action to advance racial equality, I would like to take this opportunity to address Source’s position on...
Ensuring Business Continuity
Business continuity matters all the time, but especially in times of crisis – just look at the impact of COVID-19 on the economy. A pandemic, economic downturn, hurricane, civil unrest or any number of other situations can wreak havoc on your operations. Without all...
Servicing the Medical Technology Industry
Recently, we’ve seen medical technology companies gradually moving to outsourced technical product services as they rethink their services model. Up until now, many have built and maintained their own field services infrastructures, but they’ve started to see value in...
Looking Ahead at 2020
These are unprecedented times, yet we know that technology is keeping our world going and enabling people to stay connected and productive. Because of that, it’s as critical as ever that we keep our technology systems and infrastructure working well. In addition, our...