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Datawright Blog: Latest Industry Insights

GDPR: What It Means For Manufacturers

Posted by Nicola Mullen

What does GDPR mean for manufacturers? 

Working in manufacturing and technology, we’re familiar with acronyms. From ERP to CRM, the latest jumble of letters hitting the headlines is GDPR — the General Data Protection Regulation. But what is it and how is it set to impact manufacturers?

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Catagories: Manufacturing Business, CRM, Customer Service, ERP


Top 20 Must-Read Manufacturing Blogs, Sites & Resources

Posted by Nicola Mullen

Manufacturing - Must-read content

As a busy manufacturer, you might wonder how much time you can realistically spare to keep up to date with industry resources and blogs. After all, it’s time that could be spent elsewhere, managing the factory floor or handling other business-critical activities. However, the real question is: can you afford not to keep up to date?

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Catagories: Manufacturing Trends, Customer Service, Supply Chain, Industry 4.0 / IoT


Communication In Manufacturing

Posted by Dave Cann

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Let’s talk: communication in manufacturing

As you’ll already know, manufacturing is all about supply and demand. Unfortunately, the systems we have in place often make this process significantly more complex. From managing a lengthy supply chain to monitoring the key production processes, many steps are involved in manufacturing — and visibility and awareness of each is key.

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Catagories: Manufacturing Business, Customer Service


What the future of field service customer service should look like

Posted by Dave Cann

What the future of field service customer service should look like

As consumers, we have all seen how advances in technology have enormously changed our expectations of customer service. The bar is high—and we are collectively pushing it higher, demanding best-in-class Amazon-style excellence from all the organisations with which we interact.

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Catagories: Field Service Business, Customer Service, Field Service Trends


What did you miss at this year’s KCS/ Datawright Customer Conference?

Posted by Nicola Mullen

Datawright Customer Conference

The 2016 KCS/ Datawright Customer Conference, held on the 8 - 9 June 2016, was rich and diverse in content, coupled with topic-specific break-out sessions. It marked the KCS Group’s 40th anniversary since formation. Conference presentations reviewed new software and service developments; reviewing hot topics in the ever-changing business solutions arena.

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Catagories: Customer Service


To get more from your ERP system, join your ERP user group

Posted by Barry Thompson

To get more from your ERP system join your ERP user group

There are two inevitable facts about ERP systems. First, by their very nature, they can be complex. And typically, too, they contain many more features than the average business tends to use—although that isn’t to say that they wouldn’t use them, if they understood more about them.

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Catagories: Customer Service, ERP


5 things your field service competitors can teach you about customer service

Posted by Nicola Mullen

5 things your field service competitors can teach you about customer service

What constitutes excellence in field service? Not what you might imagine, in short. Field service profitability? No. High levels of serviced asset uptime? No. Low cost of field service delivery? Again, no. In fact, as a recent report from analyst firm Aberdeen Group makes clear, it’s field service customer service.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service, Field Service Trends


What are your customers really saying about you?

Posted by Nicola Mullen

What are your customers really saying about you

What do your customers say about you? Really say, when you aren’t in the room? And perhaps, just as importantly, what do they say about your direct competitors? Social listening can provide the answers.

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Catagories: Manufacturing Business, Field Service Business, Customer Service


3 ways to use customer surveys to boost field service customer satisfaction

Posted by Ian Storer

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Field service customer satisfaction matters. If your field service customer satisfaction is poor, customers will vote with their wallets, and go elsewhere. And if your field service customer satisfaction is excellent - well, you’ll attract new customers, instead. So in terms of a metric to watch, it’s fairly fundamental.

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Catagories: Field Service Business, Customer Service


First-time fix rates help to drive customer satisfaction

Posted by Barry Thompson

First-time fix rates help to drive customer satisfaction

It’s an obvious core strategy to ensure that your customers are as happy as can be with both the service you offer, and, the products you deliver. You and your workforce know this, and will be targeted to ensure that the perception of the company is held in high regard.

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Catagories: First-time Fix Rates, Field Service Business, Customer Service