AUTHOR ARCHIVES: Field Service News

In this third excerpt from an exclusive fieldservicenews.com presentation Kris Oldland, Editor-in-Chief, Field Service News is joined by John Hunt, Managing Director, EMEA, Astea to discuss the key findings of a research project Astea undertook with WBR.

 

Here, they turn their attention to the findings that were uncovered as the research focussed in on the adoption of IIoT amongst manufacturers as the two discuss just how widespread the adoption of connected field service is in today's business eco-system.

 

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Field Service delivery has become fundamentally reliant upon mobile computing technologies, almost all field service technicians now utilise a smartphone for at least some proportion of their work-flow during maintenance calls. 

So it is with keen interest that we look at Mark Jackson and Kevin Billings, Directors & Industry Principals, Telecoms & Media, Pegasystems predictions to what to expect within the realm of mobile across the last twelve months against a backdrop of transformative technologies and the latest regulations...

 

Prepare for fall of fixed-line home broadband

The advent of 5G means consumers will no longer need to rely on home broadband to access high-speed internet. For some customers, this means they will only require one internet contract which will allow them to seamlessly transition from the home to mobile. This will be particularly beneficial for rural communities who aren’t always able to access a fast internet service. In the US we’ve already seen Verizon going after cable-dependent areas, encouraging their customers to purchase a 5G hub as a replacement to home broadband, and we’ll soon see this trend appearing in the UK when 5G services go live.

 

Digitising the B2B offering – an untapped opportunity for telcos

As the B2B market grows next year, CSPs will have to pull their socks up to expand their service portfolios and dramatically ramp up their service levels. Business customers demand a differentiated ‘enterprise grade’ level of service, for example ensuring SLAs are met and the promised service specification is delivered in a certain timeframe. Fixed and mobile services are converging, and cloud-based solutions are being offered to reduce capital expenditure for customers and will open up new opportunities from connected devices and applications through IoT. To achieve this goal, an end-to-end automated digital operation is a must for CSPs to capture revenue, reduce operating cost and realise strong returns from new B2B services.

 

The mobile app is dead

 Hundreds of apps clog up the average smartphone and 2019 is going see a big app shake-up that could be terminal. Yes, smartphone memory is increasing, but the constant pinging of notifications, using up data and, battery consumption, has led to “App Fatigue”. Customers are simply ignoring or deleting all but their essential apps from their phones. CSPs will realise that investing thousands of pounds in an app that nobody will use is not the wisest initiative, particularly with today’s customers having more and more channels and devices available instantly to them to use - Alexa, WhatsApp, Skype and more. In order to support their customers’ digital demands whilst simultaneously increasing engagement, CSPs need to deliver a personalised experience via combined omnichannel AI and end-to-end Robotic Automation to enable streamlined, efficient journeys.

 

Can we cope with a connected everything?

IoT has become the fastest growing part of telco businesses. In fact, Samsung has announced that they want ALL of their devices to be connected - from your TV to your oven. While 5G will help facilitate IoT, it poses a myriad of challenges for the companies involved – who owns and is responsible for the data? On one hand, if businesses and individuals hand over their information in return for using an IoT network, companies can offer a better service or a cheaper contract. On the other, the responsibility of managing and keeping this data secure dramatically increases the burden of compliance. Companies need the right compliance tools to stay on top of this before it spirals out of control. Being able to prove CSPs are compliant to ever-changing rules means they, like the banks, will embrace regtech that can be created and configured easily and quickly without needing to have a deep knowledge of coding.

 

Strategic sales to raise new service development capital?

The development of new 5G networks is an overwhelming task, and telcos need to work out where to invest time and money in investing in new 5G networks. So, where do they start? With network rollout demanding a huge capital investment, next year will we see more and more telcos selling off businesses in other countries to raise capital to be able to invest in 5G network construction in their more profitable regions?

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ServiceMax, a GE Digital company, has recently commissioned independent market research specialist Vanson Bourne to explore the trends in asset connectivity. Here we look at some of their findings...

Asset and service data will be a crucial element of making the transition to a more outcome-based business model - something that is high on the agenda for many companies currently.

However, at present, surveyed organisations are not accessing the full potential of this data due to their inconsistent use of digital tools and technology. While 98% of respondents report that their organisation uses automated digital tools and technology to aid the collection and utilisation of asset service data, only around half or fewer state that these tools are used in the collection (51%), aggregation (43%) or analysis (52%) stages of the process.

 

"This intermittent use of automated technologies is not only opening the door for inefficiencies but is also directly leading to difficulties with data collection and utilisation..."

 

This intermittent use of automated technologies is not only opening the door for inefficiencies but is also directly leading to difficulties with data collection and utilisation.

Around four in ten respondents report that when it comes to the management of access to asset service data in real time (40%), aggregating asset service data in a structured way (39%), analysing asset service data (41%), and sharing asset service data analysis with the rest of the business (42%), their organisation either needs huge improvements in these areas, a complete overhaul or that they simply do not do this at all yet.

The difficulties regarding asset and service data are exasperated further by the 59% of respondents who agree that their organisation is held back from the successful analysis of data because the quality of it is usually poor.

Struggles are rife throughout the entire process, right from who is collecting it and how they do this, down to how it is being analysed and shared across the business.

How can these organisations possibly expect to make any informed, strategic decisions using the data that is readily available to them if the process is so disjointed, outdated and underdeveloped digitally?

 

Lack of Data Confidence

And these struggles have led to a distinct lack of confidence among surveyed decision makers and their colleagues, with only 50% of respondents reporting that they or other service leaders in their organisation completely trust the asset service data that they have access to.

But this will need to change because asset and service data is becoming an ever more integral part of organisations, and this is summed up by the 85% of respondents who agree that service asset data should be central to strategic decision making.

The requirement to boost trust levels is especially pertinent in those organisations where the C-suite is already using asset service data today (39%) or have plans to in the future (34%) because they will need to be able to trust in the data in order to make well-informed decisions for the business.

The use of asset and service data by the C-suite will also serve to set an example for leaders across other departments that this is the best way forward for the organisation.

 

Glaring Skills Gap

However, it is not just these deep-lying trust issues that are a concern for organisations, which is clear from the fact that only 22% of respondents are willing to admit that the IT and field service functions in their organisation work together completely effectively to achieve the goal of better data utilisation.

This lack of collaboration is compounded by a glaring skills gap whereby over three quarters (77%) of surveyed decision makers concede that the pace of data intelligence digitally collected by their organisation’s assets is outpacing the skills of those responsible for actually utilising the data.

Further to this, more than four in ten respondents report that the skills of engineers (45%) and the skills of management (44%) are a cause for concern when it comes to using data produced by advanced technologies (such as a digital twin) meaningfully. This should set alarm bells ringing for organisations because they are struggling with skills among both their employees on the ground and those higher up the organisation as well. It seems that even with the implementation of the appropriate technology for the collection and utilisation of asset and service data, there will still be work to be done in order to extract as much value as possible – this will likely need to be in the form of a rigorous training program.

 

An Appetite for Automation

A lack of collaboration between teams, an ever-increasing skills gap and an inconsistent use of the appropriate technology, leading to trust issues could become a recipe for disaster in these organisations if not addressed quickly.

 

"Over four in ten (43%) report that the automation of this process in their organisation is required to a huge extent, or that it is completely required because manually entered data never/rarely provides value..."

 

The need for automated digital tools has rarely been clearer, and respondents recognise this. Only 7% believe that automating the process of collecting and utilising asset service data is not at all required because all data manually entered by service engineers is structured and entirely usable.

Whereas over four in ten (43%) report that the automation of this process in their organisation is required to a huge extent, or that it is completely required because manually entered data never/rarely provides value.

Organisations will need to utilise automated digital tools more consistently if they are to progress, but they will also need to upskill their workforce and address any collaboration issues internally.

These three areas are crucial if asset and service data is to be utilised to its full potential and this will ultimately underpin the successful transition to an outcome-based business model.

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5G is expected to reach more than 40 percent global population coverage and 1.5 billion subscriptions for enhanced mobile broadband by the end of 2024. This will make 5G the fastest generation of cellular technology to be rolled out on a global scale, according to the latest edition of the Ericsson Mobility Report.

Key drivers for 5G deployment include increased network capacity, lower cost per gigabyte and new use case requirements.

North America and North East Asia are expected to lead the 5G uptake. In North America, 5G subscriptions are forecast to account for 55 percent of mobile subscriptions by the end of 2024. In North East Asia, the corresponding forecast figure is more than 43 percent.

In Western Europe, 5G is forecast to account for some 30 percent of mobile subscriptions in the region by end of 2024.

The uptake of NB-IoT and Cat-M1 technologies is driving growth in the number of cellular IoT connections worldwide. Of the 4.1 billion cellular IoT connections forecast for 2024, North East Asia is expected to account for 2.7 billion – a figure reflecting both the ambition and size of the cellular IoT market in this region.

Diverse and evolving requirements across a wide range of use cases are prompting service providers to deploy both NB-IoT and Cat-M1 in their markets.

 

Mobile data traffic grew 79 percent between Q3 2017 and Q3 2018 – China a key engine

Mobile data traffic in Q3 2018 grew close to 79 percent year-on-year, which is the highest rate since 2013. Increased data-traffic-per-smartphone in North East Asia– mainly in China – has pushed the global figure notably higher. With a traffic growth per smartphone of around 140 percent between end 2017 and end 2018, the region has the second highest data traffic per smartphone at 7.3 gigabytes per month. This is comparable to streaming HD video for around 10 hours per month. 

North America still has the highest data traffic per smartphone, set to reach 8.6 gigabytes per month by the end of this year – which can be compared to streaming HD video for over 12 hours monthly.

Between 2018-2024, total mobile data traffic is expected to increase by a factor of five, with 5G networks projected to carry 25 percent of mobile traffic by the end of the period.

Fredrik Jejdling, Executive Vice President and Head of Business Area Networks, says: “As 5G now hits the market, its coverage build-out and uptake in subscriptions are projected to be faster than for previous generations. At the same time, cellular IoT continues to grow strongly. What we are seeing is the start of fundamental changes that will impact not just the consumer market but many industries.”

The Mobility report also features articles on fixed wireless access and how to make it a reality, streaming video from megabits to gigabytes, and developing the smart wireless manufacturing market.

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Trimble and Intelligent Audit, a leader in freight audit and transportation spend optimization, announced a collaboration to integrate their solutions to enable users to benefit from both real-time visibility and one of the most robust audit analytics tools in the industry.

The collaboration between Trimble and Intelligent Audit allows the two companies to provide a solution that solves some of the most significant pain points for shippers today. Users can access visibility and tracking through Trimble's supply chain solution and audit and spend analytics through Intelligent Audit. In addition, Intelligent Audit and Trimble's data sharing will enable both companies to enhance their products, providing a compelling solution for users in the transportation and logistics industry.

Customers of both companies will benefit from this new integration that provides a solution for the supply chain," said Joe DeBoth, vice president and general manager, Trimble Transportation Visibility. "Users have access to improved reporting and analytics with the added freight visibility and tracking abilities through the audit process."

"We were the first company to automate the audit and recovery process in transportation," said Hannah Testani, chief operating officer at Intelligent Audit. "Each year since our inception, we've worked hard to continuously improve our product. Working with Trimble to tap valuable supply chain data will further advance the audit process and is another step in the evolution to continually reduce transportation costs, improve customer experience, and enhance visibility throughout the supply chain."

Trimble's Visibility solutions provide supply chain organizations with visibility into operations featuring a secure, multimodal, real-time information platform. Its features include: Transportation Management System (TMS) integrations, dynamic ETAs, proactive weather and risk alerts, rich data down to the SKU level, temperature control tracking, exception management and final mile functionalities, efficient workflow automation, and a world-class, user-friendly interface.

 

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In this second excerpt from an exclusive fieldservicenews.com presentation Kris Oldland, Editor-in-Chief, Field Service News is joined by John Hunt, Managing Director, EMEA, Astea to discuss the key findings of a research project Astea undertook with WBR.

Here, they talk about how the most cited goal for service-centric manufacturers in 2018/2019 is to increase innovation, agility and internal resource to support further development of new service initiatives...

 

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Trade service businesses across the UK can now forego their landlines and save significant amounts of time, money and logistics with communication, thanks to the latest solution by job management company simPRO.

simPRO’s newest feature, VoIP phone, allows users to use an inbuilt web phone instead of traditional phone handsets or third-party phone software.

simPRO Chief Technology Officer Jonathan Eastgate said the VoIP phone integration would provide a number of benefits to businesses that were looking to take advantage of the trade service industry’s inevitable digital future.

“VoIP provides a flexible, multi-functional solution that couldn’t be simpler to use. Without the need of a traditional telephone handset taking up space on the desk, users can make a call with a push of the mouse or keyboard and connect with people without any disruption to their workflow.

“Incoming calls, re-directs and on-hold calls can all be coordinated on the screen, meaning you can continue to use your simPRO software on your computer while simultaneously speaking freely to colleagues, customers and contacts about important deals, affairs, meetings, files, documents and agendas.”

Mr Eastgate said that while streamlining business communication was a major benefit delivered by VoIP, the costs involved were also a significant variable that would overtly improve a business’ operation.

 

"Incoming calls, re-directs and on-hold calls can all be coordinated on the screen, meaning you can continue to use your simPRO software on your computer while simultaneously speaking freely to colleagues, customers and contacts..."

 

“VoIP can be much cheaper to incorporate than a traditional telephone line, which typically requires a business to be set up with a costly telecommunications deal.

“It means that businesses that use VoIP need no longer worry about the reliability of their phone connection, the changing rates of their telco deal, and the cumbersome need for dedicated hardware,” he said.

simPRO’s VoIP capability is a product first for the company and is expected to take the lead in the UK market, as many VoIP solutions currently available are limited by specific communication hardware requirements and ties to the UK’s local telecom suppliers.

simPRO's VoIP service is provided to all clients at no charge - they simply continue with their existing VoIP service provider at existing rates whilst getting the benefits simPRO has brought through the integration.

“When using simPRO, the VoIP will draw information to produce caller IDs and maintain call logs which can be viewed in a browser window – all you need is the internet and a headset,” Mr Eastgate said.

“simPRO’s VoIP product is the very embodiment of job management and a great example of streamlining your processes to increase your profits and productivity.”

 

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Research analyst and consulting firm, Strategies For Growth^SM (SFG℠) has launched its fifth annual Warranty Chain Management (WCM) Benchmark Survey Update, and invites all Warranty Management professionals to participate. The 2019 WCM Survey will remain “live” on the Web through the end of the year.

According to SFG℠ president and principal consulting analyst, Bill Pollock, “The results of the 2018 survey revealed that nearly three-quarters (71%) of respondents believe effective warranty chain management to be at least 'very important' to the overall financial performance of the business, with just under a quarter (22%) believing it to be 'extremely important.'

[quote float="left"]All respondents that provide their e-mail address will receive a link for downloading a complimentary copy of the Executive Summary Analysts Take white paper immediately following the conference.[/quote] The results further revealed that this sense of importance continues to increase substantially, year-over-year, as one-quarter (25%) believed effective warranty chain management to be 'more important than one year ago,' compared to only 3% believing it to be 'less important' – a ratio of roughly 8:1 citing 'more important' over 'less important’. As such, we know the segment is based on a sound foundation that is getting stronger moving forward."

The final results of the current survey will be presented by Pollock at the 2019 Warranty Chain Management Conference, March 12 - 14, 2019, in Orlando, Florida. In addition, all respondents that provide their e-mail address will receive a link for downloading a complimentary copy of the Executive Summary Analysts Take white paper immediately following the conference.

The survey consists of a targeted, multiple choice questionnaire that should take less than 15 minutes to complete. All responses will remain strictly confidential, and will only be tabulated and reported in the aggregate.

Simply click on the following link to begin the survey, or, if you prefer, you may forward it to someone else in your organization to complete:

https://www.surveymonkey.com/r/WCM_19

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BTW - Be sure to watch in Q1, 2019 for Bill Pollock’s article in Field Service News that will provide the key executive-level results of the current survey.

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SFG℠ thanks you in advance for your participation!

Oftentimes field service directors and managers can see the importance of investment within a dedicated Field Service Management (FSM) ahead of their colleagues in the boardroom. In this series of articles Kevin McNally, Sales Director, Asolvi outlines how to build a case for investment to drive your field service operations forwards.

In the first instalment in this series, we looked at how FSM systems can deliver easy Return on Investment, in part two we explored how investment in FSM solutions can help you achieve better staff retention and in part three we explored how the implementation of an FSM solution can improve worker health and safety.

Now in the final part of this series, we look at the benefits an FSM system can bring to Customer Engagement as well as offer some concluding thoughts on the series...

 

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Is building a case for investment in FSM a key topic for you?! There is a full white paper on this topic available to fieldservicenews.com subscribers. Click the button below to get fully up to speed!

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Customer experience and customer engagement have become buzz phrases of recent times amongst senior executives within almost all organisations and the good news for field service professionals is that this shift of focus on service has meant an increased importance on ensuring field service management teams are able to deliver their service programs as efficiently, and effectively as possible.

Service indeed has now become the core differentiator within industry and field service is an excellent opportunity to make your service standards shine.

By investing in an FSM solution you're enabling your field service engineers to be true brand ambassadors of your organisation. By investing in an FSM solution you are giving them the tools they need to understand the specific needs of the customer they are visiting/history/asset history etc.

By investing in an FSM solution you are giving your field service engineers the tools to deliver the service excellence that will keep your customers loyal.

However, customer experience can also be enhanced through the implementation of FSM solutions in other ways than by empowering the field service engineer...

For example, many modern FSM systems also allow you to provide dashboards to your customers to offer greater visibility into how their assets are performing and how your service organisation is performing against any set SLAs.

Such transparency is very much valued in today’s digital economy where such metrics are becoming increasingly less of a USP and more of an expectation.

Indeed, many of the aspects of automation that an FSM can bring to your service delivery such as automating creation and delivery of work reports, messaging updates on engineer arrival times or even invoicing will improve both the efficiency of your service delivery and the levels of customer satisfaction you are able to achieve.

 

Conclusions: Avoiding a Competitive Disadvantage

For a long time, the key sales point for investing in an FSM solution was to gain competitive advantage.

However, we must now acknowledge that this is a maturing market and that maturation has been increased by the development of the Cloud-based systems.

So the question now is how much of a competitive disadvantage will you be in if you don’t implement a modern FSM solution – whether that be moving away from manual processes for the first time or upgrading to a new solution from a legacy product.

Investing in an FSM solution can improve your ability to meet health and safety requirements and protect your staff, make your customer’s happier, reduce field service employee turn over all while paying for itself within a relatively short time frame.

The question is no longer if you should invest in an FSM solution, but how to identify the right solution provider for you.

 

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Want to know more?! There is a full white paper on this topic available to fieldservicenews.com subscribers. Click the button below to get fully up to speed!

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