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Librestream Partners with Burns & McDonnell to Boost Remote Collaboration

Oct 05, 2021 • News • Artificial intelligence • Augmented Reality • construction • Digital Transformation • remote working • Librestream • GLOBAL • Burns & McDonnell

Burns & McDonnell and Librestream partner to implement collaboration platform supporting critical infrastructure workforces.

To support clients in the critical infrastructure industries, Burns & McDonnell, a 100% employee-owned engineering, construction and architecture firm, and Librestream, the #1-rated provider of augmented reality (AR) and remote collaboration solutions, are collaborating to implement Librestream’s field-to-office collaboration and knowledge capture platform, Onsight. Onsight’s solution is device-agnostic and is compatible with computers, tablets and enterprise wearable devices, and helps field workers conduct their jobs safely and more efficiently.

THE TECHNOLOGY HELPS FIELD WORKERS ACCESS INFORMATION AND RESOLVE ISSUES MORE EFFICIENTLY

Through the value-added partnership, Burns & McDonnell will support training, technology management and system integrations of Librestream’s full-package solution to help clients navigate unprecedented challenges.

“We are excited to partner with Librestream and its technical excellence to enable our clients to access critical information and more rapidly resolve issues in the field,” says Matt Olson, vice president and managing director of the Networks, Integration & Automation Group at Burns & McDonnell. “The integrated experience that captures and shares knowledge across project teams offers advantages in design accuracy, safety and efficiency while creating multiple benefits — both individually and collectively — through each project phase.”

Evergy Ventures, a nonregulated subsidiary of investor-owned utility, Evergy, made a strategic investment in Librestream to accelerate digital transformation within the energy sector. Through its research, Evergy Ventures identified Librestream as the top provider of remote expert and knowledge management tools. Evergy Ventures is supporting Librestream with strategic guidance and helping develop key relationships with utility innovators.

“This is an incredibly transformative time in the energy industry, and it is great to see Burns & McDonnell, one of our trusted partners in our hometown of Kansas City, partnering with Librestream to continue to advance the digital workforce,” says Dennis Odell, vice president of Evergy Ventures.

Librestream's Onsight platform enables workforce transformation through industrial use cases, powering the workforce of the future by combining AR, artificial intelligence and Internet of Things (IoT) data visualization, as well as enabling automated on-the-job training, reducing cognitive load and driving operational insights. Onsight enables customers to achieve meaningful business outcomes such as 70% productivity gains, 65%-70% increases in asset uptime, and increases of three times the inspections per day, all with a more integrated experience that captures and shares knowledge across the workforce.

“Burns & McDonnell brings strong industry experience with digital technology, use case development, platform integrations, stakeholder management and training,” says Gary McAuliffe, vice president of sales for global utilities, Librestream. “Together, we look forward to bringing all of the services and technology together to provide Burns & McDonnell clients with tools that are simple to incorporate on projects and increase efficiency and safety.”

Through the official partnership, the Onsight platform benefits to Burns & McDonnell clients will include:

Field collaboration and conferencing built for rugged environments. When traveling to perform a site visit isn’t possible, videoconferencing supports projects through on-site troubleshooting calls from the field to team members working remotely or in the office. Calling from the field also allows the team to capture situational information for future training and work processes.
Data gathering and knowledge capture. The technology minimizes time spent sorting through data. It has demonstrated faster field documentation than traditional methods, with Librestream noting a potential 70% productivity gain.
Workflow — step-by-step guidance and ability to assign tasks to people in the field. With remote specialists a call away and guided systems in place, less-experienced personnel can perform necessary field tasks if needed. With workflows and guided forms, the software captures and organizes field knowledge automatically.

To publicly launch the newly formed partnership, Burns & McDonnell and Librestream will conduct a joint webinar on Sept. 28, 2021, at 11 a.m. EDT. Zachary Wassenberg, product manager with Burns & McDonnell, and McAuliffe will give an overview of the platform and discuss a specific use case associated with bulk electric system reliability (NERC FAC-008 inspections). Sign up for the webinar here.

Some of the Service Challenges Posed by the Pandemic Have Led to Positive Outcomes for Organisations

Oct 04, 2021 • Christian Kowalkowski • field service technology • Servitization • The View from Academia • Covid-19 • Digital Symposium

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with...

Professor Kowalkowski rapidly established himself as a leading authority in the field of B2B service strategy research and he focuses on service growth strategies, service innovation, and the interplay between digitization and servitization.

During the conversation, the two discuss a wide range of topics related to the growing trend towards servitization and how the pandemic has changed the approach to digital transformation among field service organisations.

In this exceprt from that conversation, they analyse which service challenges posed by the pandemic have ultimately led to positive outcomes for field service organisations.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Onpoint Logistics Cuts Fuel Bill by a Third Using Connected Fleet Management

Oct 04, 2021 • Fleet Technology • News • fleet technology • fleet management • Webfleet Solutions • EMEA • onpoint logistics

Onpoint Logistics has seen its fuel bill slashed by a third (34 per cent) and productivity boosted by 14 per cent, thanks to the introduction of connected technology from Webfleet Solutions

The Birmingham-based specialist logistics company has implemented an integrated solution using the WEBFLEET fleet management platform.

With a fleet of more than 60 vehicles, ranging from vans to 44 tonne trucks, the leading logistics and haulage company specialises in the movement, storage, and logistical support of time-critical freight for manufacturers throughout the UK and Europe.

ONPOINT LOGISTICS INTRODUCES AN INTEGRATED SOLUTION FROM WEBFLEET TO HELP DRIVE COST-EFFICIENCES, BOOST PRODUCTIVITY AND IMPROVE DRIVER BEHAVIOUR

Onpoint Logistics works closely with Communicate Better, an official Webfleet Solutions premium partner, to take advantage of rich scheduling, fleet planning and asset utilisation technology.

Carl Delaney, Managing Director of Onpoint Logistics, said: “As we specialise in providing same day or next day delivery throughout the UK and parts of Europe, optimal efficiency and seamless processes are crucial to our business.

“We needed a solution that would help us manage and monitor our fleet in real-time, reduce costs, and provide key data insights to improve driver behaviour.

“We turned to Communicate Better who delivered a smart, time-saving WEBFLEET fleet management platform that is cost-effective, boosts productivity and keeps our drivers safe out on the roads.”

WEBFLEET provides 24/7 automated reporting and asset tracking, offering full visibility of the Onpoint Logistics fleet, with OptiDrive 360 functionality empowering drivers to be greener and safer by giving them real-time feedback and advice on their performance behind the wheel.

A smart 360-degree integrated vehicle cahttps://www.fieldservicenews.mera system, meanwhile, provides associated video evidence for every driving event, offering context and clarity into why incidents occurred, further assisting in improving driver behaviour and driver security.

“Having full transparency over our fleet and the powerful insights needed to take decisive action has saved us time and money and given us the ability to redirect vital resources and further invest in our business,” added Delaney.

The Importance of the Customer Point of View When It Comes to Servitization

Oct 01, 2021 • Christian Kowalkowski • field service technology • Servitization • The View from Academia • Covid-19 • Digital Symposium

In this exceprt from that conversation, they discuss the importance of the customer point of view when it comes to servitization.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

The Robotics Industry Will Pass the $500bn Mark in 2030, Says GlobalData

Sep 30, 2021 • News • Artificial intelligence • Digital Transformation • Robotics • GlobalData • GLOBAL

Robots have not taken over the world yet, but there will definitely be a lot more of them by the end of the decade.

GlobalData, a leading data and analytics company, forecasts that the robotics industry will pass the $500bn mark in 2030, after a decade of growing at double-digit rates. That is an impressive figure for an industry that generated global revenue of just $45.3bn in 2020.

IN THE NEXT DECADE, INCENTIVES FOR ROBOTICS ADOPTION WILL COME FROM ECONOMIC AND DEMOGRAPHIC TRENDS.

GlobalData’s recent report, ‘Thematic Report: Robotics 2021’, reveals that most of the value generated by robotics comes from service robots, a broad category that includes consumer robots, as well as robots used in logistics, healthcare, security, and many other areas of the service sector. However, industrial robots will grow at a faster rate in the 2020s. Moreover, industrial robots are also a source of innovation that often spills over to service robots.

globaldata-1

Filipe Oliveira, Senior Analyst at GlobalData, comments: “Despite the long history of robotics, there is sometimes the feeling that the industry has not reached its full potential. That is about to change due to technological breakthroughs and other factors like the economics and demographics of rich and middle-income countries”.

GlobalData’s report predicts that several conditions are aligned that promise to expand the robotics market. Cloud computing and AI-enabled robots to collaborate, access huge amounts of data uninterruptedly, and, ultimately, become smarter. Further advances are needed in certain AI technologies, including computer vision, conversational platforms, and context-aware computing, and these developments will not happen overnight. Still, the foundations are in place, and advances are expected over the coming years.

Oliveira adds: “Technological developments are important, but on their own will not drive growth. For technology to enjoy wide adoption, it’s not enough for it simply to exist. Whereas scientific ingenuity and creativity are making progress in robotics possible, demographics and the economy will provide the incentives for that technology to be harnessed.”

Before the pandemic, economic growth had started to stagnate in large parts of the world. As countries and companies design their plans to recover from the pandemic, interest in robotics is increasing.

The final incentive for robotics growth comes from demographic trends. Fertility rates are low across all of the developed world, and have declined sharply in middle-income countries too. Societies are looking at robots to care for the elderly and help solve shortages in the workforce.

In the next decade, incentives for robotics adoption will come from economic and demographic trends, and it is the convergence of these trends with technological breakthroughs that promises to unlock the full potential of robots.

Why co-creation is increasingly becoming the secret to successful service delivery design

Sep 30, 2021 • Features • research • HSO • Servitization and Advanced Services • CSAT • Customer Service

FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.

At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.

In this final excerpt in the series, the group discuss how the study is showing an increase in co-creation between service providers and their customers when it comes to establishing innovative new approaches to service delivery.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, HSO who may contact you for legitimate business reasons to discuss the content of this study.

New Research From Bain & Company And ServiceMax Reveals The Three Most Important Trends Affecting Field Service

Sep 29, 2021 • News • Digital Transformation • servicemax • Leadership and Strategy • GLOBAL • BAIN & COMPANY

The top three most important trends affecting the future of field service are new pricing models, data as an asset, and standardizing and simplifying processes, according to new research conducted by Bain & Company and ServiceMax, a leader in asset-centric field service management software. The global study, “Future of Field Services”, which includes survey data from 283 field service technicians and 25 service executives across the US and Europe, looked at the future of services, organization maturity and trends across commercial models, operations and technology, as well as key challenges and enablers in the field service arena.

THIS CO-AUTHORED GLOBAL STUDY EMPHASIZES THE EVOLVING SERVICE BUSINESS MODEL, THE IMPORTANCE OF ASSET DATA AND OPPORTUNITIES TO REDUCE WASTE AND FRICTION

“In addition to giving us insights into the future of service, the research highlights opportunities to both eliminate waste and reduce friction in service organizations, as well as increase service value and monetize engagement,” said Sumair Dutta, industry analyst and senior director of digital transformation at ServiceMax. “Field service is changing, and the pace of change is likely to accelerate in the next three to five years. This study shows key areas where service executives can close the gap between strategic expectations in the boardroom and tactical execution by technicians in the field, such as empowering cross-selling and upselling enablement, streamlining and simplifying processes, and properly training a digitally-empowered field force.”

According to service executives, the number one trend set to impact the future of field services is the creation of new commercial opportunities, such as the evaluation of new pricing models. Executives increasingly expect their field forces to play a role in selling services, with some companies generating up to 30% of service revenue originated by technicians. However, 70% of surveyed technicians feel they are not particularly skilled to drive sales.

Service executives said the second most important trend is harnessing data as an asset. However, 47% claim current tools aren’t easy to learn and use, and 60% of technicians say that when they’re asked to collect data, they don’t know the reason behind it. Increased access to data is particularly important for supporting dynamic pricing and changes to the commercial model, such as shifting from selling reactive service to selling solutions and outcomes.

Service leaders identified the standardization and simplification of processes as the third most important trend. However, one in three technicians report struggling with current processes. To address this, service leaders should prioritize standardizing the largest part of processes, customizing to specific market dynamics only when required, and embedding customer feedback loops into process continuous improvement efforts.

“In capital-intensive industries, field service has become increasingly critical to growth, profitability and commercial performance,” said Prashant Iyer, a partner in Bain & Company’s Advanced Manufacturing & Services practice. “We at Bain & Company believe that the people closest to the work, those on the frontlines, often have the most valuable input about their business. While there’s no shortage of trends affecting the quickly evolving field service market, this new research allows us to narrow in on the most critical pain points and solutions, as told by the technicians and executives leading this work.”

The full Bain Brief can be accessed here

Has the Conversation Around Servitization Become More Mainstream?

Sep 29, 2021 • Christian Kowalkowski • field service technology • Servitization • The View from Academia • Covid-19 • Digital Symposium

In this exceprt from that conversation, the two discuss whether the conversation around servitization has become more mainstream over the last few years and the many different approaches that companies can take towards servitization as we start rebuilding from the pandemic.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.

A Mobile App Empowers Technicians, Enables Differentiated Customer Service

Sep 29, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo

In the third and final article of a series of excerpts from a recent white paper published by Praxedo, we look at the role of technology in empowering technicians to enhance customer relationships.

This feature is just one short excerpt from a white paper published by Praxedo.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

Equipping field technicians with a mobile app gives you additional opportunities to increase efficiency. But it does much more than that. A mobile app is key to delivering the extremely high service levels needed to enhance customer relationships and differentiate from the competition.

The app runs on any mobile device, and is connected to the software used in the office. It gives technicians anytime, anywhere access to all of the information they need throughout their day, even when they’re working in locations without cellular or Wi-Fi coverage. Technicians have the resources and flexibility they need to work smarter, take on more responsibilities, and increase customer satisfaction at every step throughout their day.

All Schedule and Travel Information is at Technicians' Fingertips

There’s no need for technicians to start their day from the office, or return to the office to check the latest schedules. Technicians can see their appointments, map-based views of the optimal travel routes to job sites, and detailed work order descriptions at a glance on their mobile device. And they can automatically communicate job progress to office staff by changing their status in the app.

Technicians also have more flexibility to manage their own schedules. If they finish a job early, they can schedule themselves for nearby jobs. They can also create work orders on the spot if new opportunities or require- ments emerge during the day. They can reschedule jobs if needed, and are instantly notified if office staff reschedule a job while they’re on-the-move.

Technicians Arrive On Site Fully Informed and Prepared to Act as a Trusted Advisor

All customer information, including the site address, contact details, and customer history are also available through the app. Before they arrive, technicians can re- view reminders and tips for working at the site, as well as any previous recommendations made to the customer by company sales staff and other technicians. They can also check spare parts availability and locations.

Technicians’ ability to review all of this information while they’re in the field means they always arrive on site fully prepared and equipped to efficiently execute on the job, and to have informed conversations with customers — whether they’re answering questions, reviewing mainte- nance packages, or explaining service options. And there are no delays or mix-ups if customers have multiple sites and different types of equipment.

Service is Faster, First-Time Fix Rates are Higher

During the service call, technicians can use the mo- bile app to access real-time solutions to real-time pro- blems. They can check data sheets, technical guides, and checklists of procedures to follow when troubleshooting or repairing specific types of equipment. They can also exchange instant messages and photos with other tech- nicians and company experts to get immediate assistance to challenging problems.

Service Reports are Always Accurate, Complete and Instantly Available

When service is complete, technicians can impress customers by immediately providing the completed electronic service report for validation. The report form includes mandatory fields, and is designed with checkboxes and drop-down lists so it’s fast and easy to complete, and en- sures technicians provide all required information.

Technicians can even collect customers’ electronic signa- tures and attach photos that illustrate the extent of the problem and verify the repair was properly completed.

The Benefits of a Mobile App Really Add Up

At the end of the day, giving technicians a mobile app helps you build every aspect of your business. You can:

Increase profitability by providing faster, more res- ponsive customer service, improving first-time fix rates, and accelerating billing.
Differentiate from the competition by empowering technicians to become trusted advisors that add value for customers at each stage of service delivery.
Grow your business by expanding your relationship with existing customers and attracting new ones through referrals from happy customers.
Improve technician satisfaction and retention by gi- ving them the flexibility and freedom to take more initia- tive and achieve greater success.

"There's a significant opportunity for field service providers who recognize the difference between serving customers and selling to them. When technicians make informed and helpful recommendations in the field, it must be in the context of providing better service. The worst thing a service organization can do is try to turn their technicians into sellers."

Jim Baston, Field Service Industry Expert

This feature is just one short excerpt from a white paper published by Praxedo.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

AUTHOR ARCHIVES: Field Service News

About the Author:

Librestream Partners with Burns & McDonnell to Boost Remote Collaboration

THE TECHNOLOGY HELPS FIELD WORKERS ACCESS INFORMATION AND RESOLVE ISSUES MORE EFFICIENTLY

Further Reading:

Some of the Service Challenges Posed by the Pandemic Have Led to Positive Outcomes for Organisations

Want to know more?

Further Reading:

Onpoint Logistics Cuts Fuel Bill by a Third Using Connected Fleet Management

ONPOINT LOGISTICS INTRODUCES AN INTEGRATED SOLUTION FROM WEBFLEET TO HELP DRIVE COST-EFFICIENCES, BOOST PRODUCTIVITY AND IMPROVE DRIVER BEHAVIOUR

Further Reading:

The Importance of the Customer Point of View When It Comes to Servitization

Want to know more?

Further Reading:

The Robotics Industry Will Pass the $500bn Mark in 2030, Says GlobalData

IN THE NEXT DECADE, INCENTIVES FOR ROBOTICS ADOPTION WILL COME FROM ECONOMIC AND DEMOGRAPHIC TRENDS.

Further Reading:

Why co-creation is increasingly becoming the secret to successful service delivery design

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.

For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.

Further Reading:

New Research From Bain & Company And ServiceMax Reveals The Three Most Important Trends Affecting Field Service

THIS CO-AUTHORED GLOBAL STUDY EMPHASIZES THE EVOLVING SERVICE BUSINESS MODEL, THE IMPORTANCE OF ASSET DATA AND OPPORTUNITIES TO REDUCE WASTE AND FRICTION

Further Reading:

Has the Conversation Around Servitization Become More Mainstream?

Want to know more?

Further Reading:

A Mobile App Empowers Technicians, Enables Differentiated Customer Service

This feature is just one short excerpt from a white paper published by Praxedo.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a white paper published by Praxedo.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

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