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Largest Telecommunications Group in the Americas Selects OverIT's SPACE1 SaaS Solution to Support Advanced AI-Based Remote Assistance for Over 2,000 Call Center Agents

Jul 22, 2021 • News • Artificial intelligence • Augmented Reality • Digital Transformation • OverIT • Telecommunications • GLOBAL

The largest telecommunication company in the Americas has selected OverIT's SPACE1 to help transform the customer experience for their broadband and television services for their users in the Americas.

SPACE1's unique ability to combine augmented reality-powered remote assistance with guided digital instructions delivered improved interactions between agents and customers, resulting in the telco group choosing SPACE1 during testing to replace their existing remote assistance platform.

This Telco giant was looking for a solution that could support the following:

Real-time customer engagement from SMS or WhatsApp for session control and collaboration
Digital work instructions for agents
Intelligent indexing and re-purposing of interactions for training and knowledge management

Agents being able to interact easier with end-customers by having preliminary virtual calls to triage results in reduced field technician visits to customer homes by 50% and improved first-time fix rates by 70%. Using Artificial Intelligence, agents from 7 different call centers are equipped with more efficient tools in real-time. They can interact, capture, and record their experiences with the end-customer, which are then processed by and shared within the entire organization.

One of the Telco group's essential requirements was the ability for SPACE1 to integrate seamlessly into their current tools. SPACE1's proven track record with integration has presented them with the right choice for their business compared to other AR providers.

"The selection of OverIT's SaaS offering by the largest Telecommunications group in the Americas marks a new milestone for OverIT's SPACE1 supporting B2C business models. OverIT's industrial-grade AI-based remote collaboration and knowledge management platform is unparalleled in the industry and the only capable of offering complex virtual collaboration scenarios. This contract definitely strengthens the explosive growth of the subsidiary in North America", said Alejandro Nestares, SVP and GM OverIT Americas.

Backed by US capital with development headquarters in Italy and main US offices in Boston and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries. 

IFS acquires Customerville

Jul 21, 2021 • News • Digital Transformation • field service management • IFS • GLOBAL • customerville

IFS, the global cloud enterprise applications company, announces that it has acquired Customerville.

Design-Driven Feedback™ technology provider, Customerville, is an award-winning feedback platform that elevates feedback and listening across the entire customer journey, blending technology, design, and behavioral science to emulate how people naturally share and respond to feedback.

The acquisition creates a uniquely strong proposition for IFS. IFS enables customers to orchestrate their customers, people and assets to deliver outstanding moments of service. In order to ensure these moments of service are indeed outstanding and critically, meeting customer expectations feedback is essential. By embedding the ability to gather the voice of the customer at the moment of service, IFS will enable companies to perfect these moments of service.

Customerville to be integrated into the IFS Cloud proposition helping IFS customers increase engagement, improve revenue and profitability, and drive product, service, and outcome innovation.

IFS has a long-established relationship with Customerville with the tool deeply entrenched in its own VoC program. The customer sentiment analysis and the really unique view of the intelligence Customerville brings to IFS has played a significant part in how IFS has developed its services, how it developed IFS Cloud, and is continuing to shape its customer Life Cycle Experience program and culture.

The acquisition further cements IFS’s commitment to deliver the capabilities organizations need as they shift their business models away from selling products alone. As companies increasingly focus on design and innovation for service, they are asking for capabilities that helps them understand their customers and their needs better and maintain a dialogue over time. With the acquisition of Customerville, IFS is responding directly to this need.

Darren Roos, IFS CEO, commented: “Customerville is highly differentiated in its field because it is Design-Driven, unlike competitors that offer surveys in static and flat formats, Customerville transforms customer surveys into rich, interactive experiences elevating customer response rates by between 400% and 600%. Successful VoC programs are proven to increase revenue, reduce costs and create a customer centric culture”. Roos continued “Providing this capability to every IFS customer as part of IFS Cloud means empowering them to not only deliver products or services based on customer insights but to do so at the early design stage which creates significant business value.”

Max Israel, CEO of Customerville, commented: “Our goal at Customerville is to show companies they can own the narrative and go beyond emailing dry reports; this is a fundamental shift for companies looking to deepen their understanding of the customer journey and make smarter decisions. With IFS we saw a meeting of minds in the desire to create a mechanism that would enable businesses to embed surveys into their own customers’ journeys.” Israel added “IFS is committed to enabling customers to deliver amazing Moments of Service and we love the team’s passion for creating great experiences. Customerville fits right into that mindset and is a natural extension of IFS’s proposition and we look really forward to our joint successes”.

Customerville surveys are beautifully designed, thoughtfully structured and aligned to the customer journey to create an engaging experience and provide insights decision makers can act upon. The value is not limited to customer engagement and can extend to create better engagement internally with stakeholders, people, managers, employees as well as throughout the ecosystem with partners, suppliers, and others that impact success.

With its main operations based out of Seattle, WA and in Valencia Spain, Customerville offers an advanced survey tool which transforms data into an interactive Design-Driven Feedback™ platform. The offering is designed to generate significantly higher engagement and response rates from customers and address the declining feedback rates resulting from the quarter of a trillion surveys sent out globally every year. Customerville has a comprehensive solution that integrates feedback collection, analysis, distribution, and action into a single, interconnected platform, to help understand and improve CX.

The Evolution of Quality Service

Jul 21, 2021 • Features • Aly Pinder • Covid-19 • Servitization and Advanced Services • GLOBAL

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Aly Pinder Jr, Program Director of Service Innovation and Connected Products at IDC. Aly is a seasoned expert in the field service industry,...

ServiceMax to be Listed on Nasdaq after Business Combination with PathFinder and Acquisition of LiquidFramework

Jul 20, 2021 • News • Digital Transformation • servicemax • Leadership and Strategy

ServiceMax, the leader in asset-centric field service management software, announced it has entered into a business combination agreement with Pathfinder Acquisition Corporation, a publicly traded special purpose acquisition company. Upon closing of the transaction, ServiceMax will become a publicly traded company, and is expected to be listed on the Nasdaq Stock Exchange under the symbol "SMAX". Neil Barua, who has served as CEO of the Company since 2019, will continue to lead the business post-transaction.

THE TRANSACTION VALUES SERVICEMAX AT A PRO FORMA ENTERPRISE VALUE OF APPROXIMATELY $1.4 BILLION

ServiceMax’s asset-centric field service management software, which has been positioned as a leader in the last five published Gartner Magic Quadrants for Field Service Management[1], helps companies that sell, service and maintain mission critical equipment to keep the world running. From its inception in 2007, ServiceMax has been modernizing field service by bringing cloud-based applications to service operations, and by putting mobile applications in the hands of field technicians. The Company’s solutions improve customers’ ability to manage the complexities of service, support faster growth, and run more profitable, outcome-centric businesses.

“ServiceMax enables life as we know it to happen, uninterrupted, by empowering some of the world’s biggest and most well-known suppliers, distributors, and manufacturers to provide consistent and reliable service to their customers,” said Neil Barua, ServiceMax CEO. “We’ve seen Original Equipment Manufacturers and operators increase their focus on digital transformation and we believe that ServiceMax is well positioned to support those needs by leveraging our 10+ years of focus on complex service management for mission critical equipment, and by innovating and delivering on a differentiated product strategy and roadmap. We believe this transaction with Pathfinder will allow us to accelerate growth and capture more opportunities within this growing $9 billion market.

“It is a privilege to partner with ServiceMax, the only cloud-native, mobile-first, field service management SaaS provider,” stated David Chung, CEO, Pathfinder Acquisition Corporation. “We believe that ServiceMax’s large and underpenetrated addressable market, accelerating growth, and best-in-class leadership team uniquely position ServiceMax to further redefine the field service management sector and provide its expanding user base with innovative, customer-oriented solutions.

In addition, ServiceMax has also announced the signing of a definitive agreement to acquire LiquidFrameworks, a leading mobile field operations management solutions company that is cloud-based, energy sector-focused and built on Salesforce’s platform. Along with deepening ServiceMax’s position in the oil and gas, industrial and environmental sectors, the agreement will also bring critical technologies and go-to-market channels to ServiceMax to expand the Company’s product portfolio and customer offerings.

As the market continues to pressure the oil and gas industry to become more capital efficient, oilfield service providers must transform their legacy field operations management processes to digital systems. Whether working long rotations on an offshore platform with limited connectivity or turnarounds in a refinery, Field Technicians in this industry are responsible for delivering service to the customer along with operating new digital systems aimed at maintaining assets, improving productivity, and growing revenue. The acquisition will better position ServiceMax to meet the demand for digital service execution in this industry while expanding ServiceMax’s product portfolio and go-to-market channels.

THE ACQUISITION OF LIQUIDFRAMEWORKS ENABLES SERVICEMAX TO EXPLAND ITS FIELD SERVICE MANAGEMENT SOLUTIONS TO MEET THE UNIQUE CHALLENGES OF THE ENERGY SECTOR

“ServiceMax is committed to doing all we can to help companies keep critical assets - and the world - running. Strengthening our customer offerings in the energy sector is core to that commitment,” said Neil Barua, CEO, ServiceMax. “Combining ServiceMax’s modern field service platform with LiquidFrameworks’ industry expertise better equips us to provide oil and gas companies with the tools they need to ensure consistent, reliable service, and maximize asset performance.”

“ServiceMax’s history of innovation has been transforming field service organizations for over a decade,” said Travis Parigi, Founder and CEO, LiquidFrameworks. “The combination of LiquidFrameworks field-first, energy-specific offering, with ServiceMax’s asset-centric field service suite will be unparalleled in the market. We are committed to helping companies realize the promise of digital transformation.

”“We are proud of LiquidFrameworks’ growth and development over the course of our investment partnership, as the company delivered a differentiated, mission-critical SaaS offering that helped customers in the oil, gas, and industrial services industry react quickly and efficiently navigate the digital transformation journey,” said Hollie Haynes, Managing Partner at Luminate. “We are thrilled to see the company continue to support its customers through this combination with ServiceMax, further extending its competitive differentiation across the field service management landscape,” noted Mark Pierce, an Operating Partner at Luminate who has served as Chairman of LiquidFrameworks since the Luminate investment.

H-ON Consulting Integrates OverIT's SPACE1 Into Its Remote Inspection Tool DIV-CO Collaboration System

Jul 20, 2021 • News • Artificial intelligence • Augmented Reality • Digital Transformation • OverIT • EMEA

Leading global provider of consulting, compliance checks and engineering support for the security, reliability and cyber security of industrial products, H-ON Consulting relies on OverIT's SPACE1 to provide users with an advanced, immersive and...

The company's remote collaboration system called DIV-CO Collaboration System, for the technical management at customers' facilities, required integration with a component to be dedicated to certification processes and product compliance inspections of industrial manufacturing end customers remotely, with significant benefits for more agile and efficient procedures.

H-ON Consulting choose OverIT's SPACE1 Augmented Collaboration, a high-tech product combing Augmented Reality and Artificial Intelligence. SPACE1 offers advanced collaboration features for connecting H-ON Consulting's expert technicians with their clients, conducting inspections, tests, certification processes and compliance checks on industrial machinery entirely from remote, relying on real-time sharing of audio/video streaming, product checklists, 3D models, multimedia files and AR notes.

The integration of SPACE1, has resulted into major benefits for H-ON Consulting, such as a 20% increase in the efficiency of its operational staff, improved safety in the execution of product certification operations and significant time and cost savings, thanks to a 30% reduction in travel and the consequent downtime for the execution of large projects.

"In choosing OverIT, we were certain that the solutions provided would exceed our expectations," says Francesco Rosati, Marketing Director at H-ON Consulting. "In addition to the most apparent advantages, such as those related to cost and time reduction, the integration of SPACE1 has allowed us to access advanced post-intervention reporting features and to improve the organization of works both internally and for our customers, enabling us to collaborate remotely even in noisy environments with poor connectivity."

H-ON Consulting is an international provider of consulting and engineering services for the safety and reliability of industrial products. They provide engineering consulting for product safety and technical support for product certification.

Backed by US Capital with development Headquarters in Italy and main US offices in Chicago and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. With more than 500 professionals, OverIT supports over 300 customers and more than 150,000 Field Service Users. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries.

Are Service-Centric Companies Placing Too Much Emphasis on Placement?

Jul 20, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • EMEA

Kris Oldland, Editor-in-Chief, Field Service News is joined by Mark Belenky, CEO Software Outsourcing Solutions and a specialist in workforce management solutions to work through some of the key findings of an exclusive Field Service News Research...

Digitalise job management to Help Your Business Grow

Jul 19, 2021 • News • Artificial intelligence • Digital Transformation • IoT • EMEA

In this article we look at how the adoption of new digital technologies can help your business grow with simPRO, leading field service management solution for service, maintenance and project contractors.

Businesses in the building services sector are increasing efficiency and growing their business faster, by trading outdated manual processes for new digital technologies.

At the top of the list? Cloud-based job management software that streamlines project, service, and maintenance workflows in one end-to-end solution.

Harnessing this technology and its mobile features lets you access the most accurate and up-to-date information pertaining to project progress, billing and invoicing, scheduling and dispatch, inventory and more, all from one central location. This eliminates wasted time spent linking essential data from disparate sources, gives full visibility into your numbers, and streamlines communication from the office to the field. So how does digitising your operations help your business grow? Here are the top benefits of cloud-based job management software.

1. Streamilined Team Management

With all information accessible in the cloud, teams are able to view real-time awareness of job progress and location of field staff, in turn, enhancing job scheduling capabilities. You can make scheduling changes as they happen, closing gaps and keeping your team productive.

2. Improved Productivity

Field staff can access job information, site history and even request inventory without returning to the office. Any updates from the field sync in real-time via a mobile app. By giving your team the information they need, when they need it, you reduce travel time, increase productivity and expand capacity to find new revenue streams or take on new jobs.

3. Clear and Effective Communication

Communication between office and field should not end once a job has been dispatched. It should be ongoing and instant, enabling efficient processes and a seamless experience for the customer. Cloud-based job management software streamlines all communications in one easy-to-access portal.

4. Optimised Business Management

Investing in software to digitise your business leads to reduced overheads through automated workflows, centralised data and integrations with third-party applications. In the office, replacing manual, time consuming tasks such as data entry with automated workflows frees up resources to focus on value adding activities and minimises error.

5. Clearly Identify Where You Are Making and Losing Money

Capture all of your data from each job, in one centralised location, accessible from anywhere. You can also clearly identify where you are making and losing money through job costing and profitability reporting, and use collected data to optimise workflows, analyse the profitability of customers and inform hiring decisions.

Learn more about how simPRO can help grow your business at simprogroup.com.

Contact:

T: 0800 622 6376

W: simprogroup.com

Volta Trucks Calls for Greater Ambition in the UK Government Transport Decarbonisation Plan

Jul 19, 2021 • News • Carbon Emissions • Sustainability • Service Innovation and Design • EMEA • Volta Trucks

Volta Trucks, a leading and disruptive full-electric commercial vehicle manufacturer and services provider, has issued a guarded welcome to the publication of the UK Government’s Transport Decarbonisation Plan, but has called for a greater level of...

Chief Executive Officer of Volta Trucks, Essa Al-Saleh, said; “The publication of the UK Government’s Transport Decarbonisation Plan is welcome because it gives British fleet operators and buyers a level of certainty that didn't previously exist. That said, the ban on internal combustion engine trucks by 2040 is nearly 20 years away, and today's climate emergency cannot wait. Trucks account for less than 2% of road vehicles but 22% of CO₂ emissions from road transport, and the relative share of truck emissions is certain to increase as emissions from passenger cars are driven downwards by the surge in the sales of electric cars.

THE VOLTA ZERO IS THE WORLD'S FIRST PURPOSE-BUILT FULL ELECTRIC VEHICLE DESIGNED FOR INNER-CITY LOGISTICS, REDUCING THE ENVIRONMENTAL IMPACT OF FREIGHT DELIVERIES IN CITY CENTRES

“It’s therefore disappointing that the UK Government hasn't been as ambitious as the French authorities, for example, who have banned diesel engine trucks from the streets of Paris and other large city centres by the end of 2023. This type of progressive legislation, twinned with incentives, is what's needed to accelerate the migration to zero emission large commercial vehicles. The Volta Zero is the first purpose-built full electric large commercial vehicle designed specifically for logistics within city centres where air quality is at its worst. We will begin customer trials in London and Paris next year ahead of the start of full-scale production by the end of 2022. This will ensure we can meet our customer's demands, and the needs of the wider population, to have full-electric zero emission commercial vehicles available in the market as soon as possible."

About the Volta Zero

The Volta Zero is the world’s first purpose-built full-electric 16-tonne vehicle designed for inner-city logistics, reducing the environmental impact of freight deliveries in city centres. Designed from the ground up with an operating pure-electric range of 150 - 200 kms (95 – 125 miles), the Volta Zero will eliminate an estimated 1.2M tonnes of CO₂ by 2025.

Safety is also at the heart of Volta Trucks, with its ambition of producing the safest trucks for our cities. The Volta Zero was designed for electric from the outset, which facilitates a step-change in vehicle, driver and pedestrian safety. Thanks to the removal of the internal combustion engine, the operator of a Volta Zero sits in a central driving position, with a much lower seat height than a conventional truck. This combination, plus a glass house-style cab design, gives the driver a wide 220-degrees of visibility, minimising dangerous blind spots. The prototype Volta Zero was launched in September 2020, with the first vehicles expected to be operating with customers in late 2021.

About Volta Trucks

Volta Trucks is a start-up full-electric goods vehicle manufacturer and services company. Volta Trucks has offices in Sweden, France and the UK and is partnering with a number of global leaders in the supply chain for the development and production of the Volta Zero.

Overwhelmingly Staff Utilization is the Biggest Issue in Workforce Management

Jul 16, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • Managing the Mobile Workforce • EMEA

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AUTHOR ARCHIVES: Field Service News

About the Author:

Largest Telecommunications Group in the Americas Selects OverIT's SPACE1 SaaS Solution to Support Advanced AI-Based Remote Assistance for Over 2,000 Call Center Agents

Further Reading:

IFS acquires Customerville

Customerville to be integrated into the IFS Cloud proposition helping IFS customers increase engagement, improve revenue and profitability, and drive product, service, and outcome innovation.

Further Reading:

The Evolution of Quality Service

Want to know more?

Further Reading:

ServiceMax to be Listed on Nasdaq after Business Combination with PathFinder and Acquisition of LiquidFramework

THE TRANSACTION VALUES SERVICEMAX AT A PRO FORMA ENTERPRISE VALUE OF APPROXIMATELY $1.4 BILLION

THE ACQUISITION OF LIQUIDFRAMEWORKS ENABLES SERVICEMAX TO EXPLAND ITS FIELD SERVICE MANAGEMENT SOLUTIONS TO MEET THE UNIQUE CHALLENGES OF THE ENERGY SECTOR

Further Reading:

H-ON Consulting Integrates OverIT's SPACE1 Into Its Remote Inspection Tool DIV-CO Collaboration System

Further Reading:

Are Service-Centric Companies Placing Too Much Emphasis on Placement?

Want to know more?

Further Reading:

Digitalise job management to Help Your Business Grow

1. Streamilined Team Management

2. Improved Productivity

3. Clear and Effective Communication

4. Optimised Business Management

5. Clearly Identify Where You Are Making and Losing Money

Further Reading:

Volta Trucks Calls for Greater Ambition in the UK Government Transport Decarbonisation Plan

THE VOLTA ZERO IS THE WORLD'S FIRST PURPOSE-BUILT FULL ELECTRIC VEHICLE DESIGNED FOR INNER-CITY LOGISTICS, REDUCING THE ENVIRONMENTAL IMPACT OF FREIGHT DELIVERIES IN CITY CENTRES

Further Reading:

Overwhelmingly Staff Utilization is the Biggest Issue in Workforce Management

Want to know more?

Further Reading:

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