In this solo episode, Peter dives into the latest Salesforce Field Service (SFS) roadmap updates and their impact on key field service personas. Building on earlier discussions about aligning tools with personas, Peter highlights three exciting new features that will enhance operations across dispatch, technician, and management roles. With insights from the Dreamforce 2024 keynote, this episode explores how these innovations—such as exception management, offline data capture, and field service intelligence—promise to elevate performance, streamline workflows, and support employee well-being.

In this episode, Peter and Naeem explore how Salesforce Field Service (SFS) tools align with key personas in field service management. From dispatchers and technicians to customer service reps and inventory managers, the conversation dives into how SFS helps streamline operations, improve customer satisfaction, and drive business outcomes. The discussion also touches on gamification, optimization strategies, and the importance of adapting solutions post-implementation to ensure continuous improvement.

In this episode, Stephen and Peter dive into the essential personas within field service management (FSM) and how understanding these roles drives effective operations. They discuss how identifying personas like technicians, managers, dispatchers, and customer service reps helps businesses align responsibilities and improve communication. The conversation also touches on how defining personas benefits solution design, licensing strategies, and operational outcomes, ensuring smoother workflows and a better customer experience.

Peter and Stephen review the previous episode’s discussion on predictive maintenance, focusing on how AI will transform and enhance the maintenance aspect of ALM. They highlight key considerations when integrating AI into maintenance practices, and discuss the evolving ecosystem of asset lifecycle management, emphasizing emerging trends in cloud computing and cybersecurity.

In this episode, Peter is joined by Derek Koyama, Senior Director of Professional Services at Diabsolut, to discuss enhancing the maintenance phase of asset lifecycle management by introducing IoT sensors and their potential to drastically improve a company’s asset lifecycle management.

In this episode, Peter and Stephen lay the groundwork for the arc by discussing the potential pitfalls a company may face without proper asset lifecycle management. They then outline the essential steps involved in effective asset lifecycle management, explaining the importance of each step in the process, and finally, they highlight the benefits of well-applied asset lifecycle management.

In this episode of Java with Sugar, Stephen Sugumar and Peter McMullan explore the migration from ClickSoftware Field Service Edge (FSE) to Salesforce Field Service (SFS). They compare the features and capabilities of both solutions, discuss available migration tools, and explain why SFS is the recommended choice for future field service management.

In this episode, Stephen William Smith joins our host, as they delve into the intricacies of migrating off ClickSoftware Field Service Edge (FSE). They discuss recommended best practices and how Diabsolut provides a competitive advantage in executing this migration. This episode will outline the detailed steps of migration, the importance of maintaining continuity, and choosing the right solutions and partners for a seamless transition.

In this episode of Java with Sugar, Stephen Sugumar and Peter McMullan discuss the end-of-life (EOL) of ClickSoftware Field Service Edge (FSE) and provide valuable insights on migration practices. As part of Arc 6: ClickSoftware Field Service Edge (FSE) end of Life – Navigating the Migration Process, this episode introduces the reasons behind FSE’s EOL and how businesses can effectively start planning their transition. Learn what’s next for your business, how to select the right solutions and partners, and best practices for a smooth migration.

Join us in this episode as we unravel the latest trends and constraints shaping the landscape of Artificial Intelligence (AI). Explore the trajectory of AI in 2024 and its evolution over the past few years. Delve into the dynamic realm of AI limitations, where rapid advancements are met with fundamental challenges. Discover what lies at the heart of AI’s ongoing transformation.

Let’s dive deep into Artificial Intelligence (AI)’s capabilities and its indispensable reliance on data quality for effective model development. Gain valuable insights into our perspective on AI’s profound impact across industries. Discover how AI’s integration into personal life serves as a compelling precursor to its adoption in the business realm. Learn the best approaches for businesses to embrace AI and navigate its complexities in the modern world.

In this episode, delve into the realm of Artificial Intelligence (AI) and its profound impact on modern businesses. Gain insights into the various capabilities of AI and how industries are harnessing its potential to drive innovation and efficiency. Learn how integrating AI into your business strategy can unlock new opportunities and streamline operations.

Host Stephen Sugumar and co-host Peter McMullan return in this episode to wrap up their discussion of monetizing field service with revenue solutions with industry trends. Learn more about the push to empower frontline workers with the right tools and information, an increased focus on expanding an organization’s after-market parts and services network, and AI’s role in achieving proactive operations.

This episode features co-host Peter McMullan and guest Erik Nelson (Salesforce Manufacturing Solutions Lead at Diabsolut), as they discuss how exactly tying together data and systems helps across various aspects of a field service organization — including customers, the back-office, and the field.

In the first episode of arc 4, host Stephen Sugumar and co-host Peter McMullan address how to negate some of the cost center aspects of field service, including truck roll costs, as well as how to capitalize on more revenue opportunities in the field by monetizing field service and connecting your solutions.

In the last episode of this arc, Sean and Stephen give a recap of episodes seven and eight, and cover current service organization solution trends, as well as what the future holds. Learn about the link between PSA and the successful management of distributed (or remote) teams, data quality and AI’s impact on professional services solutions, and more.

In the second episode of arc three, Sean Docherty interviews Nana Gregg, a Certinia expert, Salesforce MVP, and Diabsolut Solutions Architect. They discuss how PSA solutions, and Certinia PSA in particular, help with resource and project management, as well as business insight.

In episode seven, the first episode of arc three, Diabsolut Solutions Consultant, Sean Docherty, and Manager of Solutions Consulting at Diabsolut, Essam Nessim, discuss professional services automation (PSA), why it’s needed, who can benefit from it, and the value provided by having the right PSA implementation partner.

For the last episode in this arc, Stephen and Peter cover industry trends and give a quick recap of our “Automotive Cloud: How Salesforce Is Revolutionizing an Industry,” series. They discuss current and upcoming trends for automotive sales and service, as well as how technology is being used to address them; and what customers are expecting due to technological advances like AI.

In the second episode of arc two, Peter McMullan stands in as host to interview NADA graduate, and former dealership general manager and owner, Johnny Evangelista — who serves as an Account Executive and automotive industry expert at Diabsolut. They discuss common industry pain points, how Salesforce Automotive Cloud and Diabsolut work towards addressing those pain points, and managing a dealership’s tech stack investment from an owner or manager’s perspective.

Episode four, which is the first episode of this arc, sees host Stephen Sugumar, along with Peter McMullan, break down exactly what Salesforce Automotive Cloud is, why it’s relevant to the automotive industry, and how it impacts dealerships, dealership groups, and OEMs.

In this episode, Stephen welcomes back Peter McMullan, solutions consultant at Diabsolut, to discuss both trends and the future of pre-sales. They address why pre-sales trends are important, how and why their customer-facing role is expanding, and what customers can expect when working with SaaS pre-sales teams in the next 5 years.

In this episode, Stephen welcomes Matt McCallum, VP of Sales at Diabsolut, to discuss both when and why pre-sales should be involved in a sales cycle, as well as Matt’s take on SaaS technology trends. Stephen and Matt, who has decades of experience working with customers in the high technology and IT industries, will help listeners understand the evolution of SaaS solutions and the expertise pre-sales can offer, as well as give them an idea of best practices in terms of pre-sales involvement. 

In this episode, Stephen welcomes Peter McMullan, a Solutions Consultant at Diabsolut, to discuss pre-sales — offering a firsthand perspective of what a pre-sales team does and their role when working with clients. This episode will be particularly helpful if your organization is planning on investing in a SaaS solution and you’re interested in learning more about how a pre-sales team adds value to solution design and development. 

This podcast is possible thanks to a dedicated group of technology and industry experts willing to share their insights and opinions. We invite you to get to know these experts, including our host, Stephen Sugumar.