Last week saw Yodel controversially raising prices for service to meet consumer service demands and match the ever-increasing need for flexibility. The UK's largest parcel delivery company put the price hike down to the enormous growth in onl...

Over the past few months we’ve been helping organisations to recognise the value of good customer service and the impact poor service can have on revenue and profit. Using our financial modelling tool, ‘The Value of Service Calculator’, and identi...

A secret network of twenty roadside listening stations across the UK has confirmed that criminals are attempting to jam GPS signals on a regular basis, findings from a conference at the National Physical Laboratory revealed yesterday.  Set up...

I’m very conscious of two things in business today. The first is how tough the modern service environment is. We’re probably all familiar with demanding customers who want ever better service at lower cost and in many companies this service n...

Looking to 2012 it’s impossible not to start by considering the economic environment.  The consensus is that the Eurozone will be in recession for the early part of the year and that growth will further slow in the US all of which will probably pu...

This year we were proud to unveil our solution to driving performance management across service-based organisations, FieldForce IQ. Performance management continued to be a theme for the year which, in conjunction with Service Management, culminat...

On Wednesday we held a roundtable in London with Service Management. The focus was on the importance of performance management in driving service excellence, and the role technology can play in this. The discussions were wide and broad-ranging, an...

This may seem a strange title for an organisation that makes money from selling mobile workforce management solutions, but it recognises that there are traps to avoid in deploying such solutions.  The good news is that if you know where the traps ...

Having exhibited at SME last month and met a large number of existing and potential customers in a short space of time, I thought it would be interesting to reflect on the themes and issues that seem to be of most concern and interest to the custo...