What does it mean to have actionable service data?
Brendan is the COO of a large OEM that has been in business for three decades. From its early days, the company has embodied a culture of diligent written documentation to help understand how happy their customers are. Every task that has ever been done at Brendan’s company comes with a thorough paper trail–from customer surveys and job details, to design specs and invoices. Of course, none of this data is actually helpful. For all the time Brendan’s team puts into record keeping, they still Continue reading →

