INSIGHTS

Arguments, not content.

Each piece starts from a decision a field-service leader actually faces, works down to the operational mechanism underneath it, and ends with a tool you can use — whether or not you ever talk to us.

SERVICE REVENUE & INSTALLED BASE · 8 MIN

The installed-base blind spot: why service revenue leaks before sales ever sees it

Your contract attachment rate is a percentage. Of what — everything you ever shipped, or the assets you could actually email tomorrow? Low attachment is usually diagnosed as a selling problem. Far more often it's a visibility problem — and a seller cannot recover an opportunity the operating system never identified.

Tool: the Installed-Base Opportunity Register — one row per asset or cohort, a motion for each. No score. Read → RELIABILITY & MAINTENANCE · 8 MIN

The preventive-maintenance paradox: when more maintenance creates more downtime

PM compliance measures the calendar, not the risk. Only 11% of failure modes show a clear wear-out pattern a calendar can target — and the intervention itself can add the failures it was meant to prevent.

Tool: the PM Portfolio Challenge Map — place each task, and the policy falls out. No score. Read → PRICING & SERVICE DESIGN · 8 MIN

The SLA premium illusion: why faster response can destroy margin

A faster response promise isn't just a better service level — it's an operating constraint that reserves standby capacity. The premium is one line up; the cost of the promise is five lines down.

Tool: the SLA Economics Calculator — separate the visit from the reservation, and get the break-even premium per tier. Read → CAPACITY & PLANNING · 7 MIN

The utilisation trap: why a fully booked operation can deliver less

Utilisation tells you a technician's time was occupied. It does not tell you the operation produced more. Past a point set by variability, a fuller calendar buys churn, not throughput.

Tool: the Capacity Constraint Diagnostic — do you need more technicians, or a more resilient plan? Read → AI & INVESTMENT · 7 MIN

Where AI actually pays in field service

AI is everywhere in field service. Material impact is the exception. The gap isn't the model — it's whether the AI changes a recurring decision before the loss is booked.

Tool: the AI Value Scorecard — score any use case on value and readiness before you spend. Read →

Written by Paula Navarro. Every figure is sourced and typed — independent research, consultancy estimate, or vendor-published — so you can weigh it yourself.

The tools are free and ungated — no form, no email, no newsletter. If one of them tells you something uncomfortable, come and argue with us about it.