AUTHOR ARCHIVES: Field Service News

Coresystems, a leading provider of cloud-based field service and workforce management software for mid-sized and large enterprises’ field service organizations, today announced that Orchard Machinery Corporation (OMC) is using Coresystems’ platform to support OMC’s field service operations. OMC is the world leader in orchard harvesting equipment, using its patented Shakermaker machines to harvest fruits and nuts for worldwide distribution.

OMC was created from a dire need to automate the extreme labour required to pick fruits and nuts by hand. As OMC’s Shakermaker deployments and operations expanded, it ran into similar obstacles of suboptimal field service productivity. During rotating shifts from early mornings to late nights, OMC’s field service technicians would fill out paperwork to document service projects and request additional parts. However, the paperwork would typically take up to three days to process, which was often too late to restock the field service technicians’ trucks before the next appointment.

OMC turned to Coresystems to automate and accelerate its field service operations, and thus improve productivity for its travelling technicians. Coresystems’ platform provides OMC with a manufacturing and enterprise resourcing planning (MRP/ERP) solution to make time-intensive paperwork obsolete, fully incorporating existing field service processes into mobile phone and tablet devices. With the mobile platform, OMC’s technicians' input project updates and part requests in real-time. This not only streamlines inventory management for OMC’s in-office service managers, enabling them to focus on customer service within the shop, but it also provides OMC’s upper management valuable insights of the number of service calls fulfilled most profitable customer integrations and more.

Between manually inputting paperwork and waiting for requests for restocked parts, our field service operations ended up being an all-hands-on-deck effort“Previously, OMC’s field service operations revolved heavily around paperwork – and the rate at which we were able to process it. Between manually inputting paperwork and waiting for requests for restocked parts, our field service operations ended up being an all-hands-on-deck effort,” said Brian Kaufman, Parts Manager, Orchard Machinery Corporation. “With Coresystems, we are able to automate and streamline our field service processes, optimizing our in-field technicians’ workdays and freeing up in-office service managers to focus on driving business goals elsewhere. We are now much better equipped to ensure the thousands of deployed Shakermaker machines are in prime condition to produce bountiful harvest seasons worldwide.”

OMC selected Coresystems for the customization capabilities of its platform, as well as its ability to address OMC’s needs that are highly specific to the agricultural industry. OMC’s ERP systems use unique terminology, to which Coresystems can translate generic field service descriptions for various assets.

“While the agriculture industry is built upon a history of physical, manual labour, innovators such as OMC are discovering new methods of automating and accelerating the industry – but they require the back-end infrastructure to enable them to do so,” said Manuel Grenacher, CEO of Coresystems. “By offering OMC a paperless, mobile solution, Coresystems addresses the specific needs of harvesting operations and elevates them to the real-time pace of technology today.”

OMC plans to expand the Coresystems implementation to additional service centres, extending the reach of its field service offerings. OMC also envisions incorporating third-party integration with customers and dealers to further streamline inventory management, sales orders and requests for parts.

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The company that made UK showers smart is about to do the same to its scheduling operation, by overhauling it with powerful new software from Fast Lean Smart (FLS).

Aqualisa was the brainchild of founder Derek Goldsmith, an engineer who bound together two dissimilar metals to create the Bi-Metallic Coil in 1976, making cold showers a thing of the past. In the 00s, Aqualisa introduced the digital shower, which provides consistent, no-fluctuation water temperature at the touch of a button. Over the years, Aqualisa’s smart showers have become ever more sophisticated, particularly with the recent introduction of the QTM, which has personalised functions promising the perfect shower.

Aqualisa employs a network of field engineers to service and maintain its showers, which are supplied under warranties of up to five years. To book maintenance appointments, Aqualisa used scheduling software that did the job but was limited in scope and had received very few updates since it was implemented. Kieran McNally, field service manager for Aqualisa, explains, “We knew there were better products on the market. So as our contract with the previous provider came up for renewal, we shopped around, attended exhibitions, and invited potential vendors to present their product. FLS was one of them.”

The way the data is presented makes it easy to read, understand and manipulate, so we can see what’s happening across the whole service chain.FLS demoed its real-time scheduler and route optimiser, FLS VISITOUR, and offered an initial test: taking jobs already scheduled by the old system and seeing if FLS VISITOUR could do it better. Without changing appointments, FLS VISITOUR brought back a 9% fuel saving and showed the potential for much more if it had been used to schedule the appointments in the first place.

“The fuel saving was significant, and was one of the reasons why we chose the system” says Kieran. “There were other factors too. FLS VISITOUR has a number of cost- and time-saving functions the old system didn’t. For example, if an engineer phones in sick, the system will automatically reassign their jobs or propose the most economical engineer if overtime is required. The on-screen graphics are well laid out too. The way the data is presented makes it easy to read, understand and manipulate, so we can see what’s happening across the whole service chain.”

Aqualisa proceeded with a ‘try before you buy’ trial, which FLS offers all new customers. This involved a light integration with Aqualisa’s service management system, Tesseract, and live operation for eight engineers. “The results of the trial were really positive,” says Kieran. “Mileage costs were reduced and we saw an increase in the average number of jobs per day. We quickly learnt how to use the system and received a very good, very accommodating service from FLS.”

With the business case for using the software proven, FLS VISITOUR will be deployed company-wide this month. For Kieran the outlook is positive. “It’s a huge improvement on the system we had before and makes us far more efficient than we were. What’s more, FLS is constantly refining it, making it better for customers, so that we can provide a better service to ours.”

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AD Bly has achieved savings of £100,000 after an investment in technology helped to reduce maintenance bills, improve driver behaviour and slash mileage

The Knebworth-based construction firm has implemented a joint solution combining TomTom Telematics WEBFLEET and FleetCheck to help boost efficiency across its fleet, with consultancy support from TomTom reseller Auto Electrical Services.

The integration of WEBFLEET and FleetCheck means service schedules can be managed based on up-to-date information drawn from the vehicle, including odometer readings. This helps AD Bly to conduct proactive maintenance work, calling vehicles in immediately when work is required to prevent problems from developing.

Meanwhile, improved mileage reporting has also allowed the company to cut down on out-of-hours use of vehicles, helping to reduce the number of miles travelled by around 5,000 over the course of a year. Reports on driving time and mileage per day also help AD Bly take greater control over the safety of staff.

Bringing different data streams together in one place has helped to change the way we work and allow us to gain greater insights into the operation of our fleetAdam Gamlin, Fleet Manager at AD Bly said: “Bringing different data streams together in one place has helped to change the way we work and allow us to gain greater insights into the operation of our fleet. As a result, the transport department is better able to support the growth aims of the wider business.”

AD Bly also targeted driver behaviour as an area of focus across its fleet of two HGVs and 169 LCVs. OptiDrive 360 – a key component of WEBFLEET – provides managers with weekly reports detailing incidences of speeding, harsh steering and harsh braking. This allows them to conduct detailed driver debriefs allowing them to target any performance issues that may have a negative impact on fuel efficiency and safety.

Meanwhile, the drivers themselves receive in-trip feedback and predictive advice, empowering them with the information needed to make positive changes.

Gamlin added: “By unlocking a wealth of data on driving performance, we are now in an even better position to work with our drivers to improve their safety and help the business operate more efficiently. Our employees reacted well to the introduction of the technology and improvements to performance happened very quickly.

“Now, we are quickly able to identify the root causes of any performance issues and address these with individual drivers, providing the support, advice and training needed to help them improve.”

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CSG the trusted partner to simplify the complexity of business transformation in the digital age now offers even more ways for Pay-TV and other service providers to proactively communicate in real-time with consumers about their service appointments.

CSG's Where's My Tech solution offers a real-time view of a service technician's arrival schedule.

As part of CSG’s overall philosophy to enable an exceptional, interactive experience between service providers and their customers anytime, anywhere, on any channel, CSG now offers a real-time option for consumers to follow the arrival progress of a service technician.

Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experienceThe new solution, named Where’s My Tech, is part of CSG’s field service management solution, Workforce Express (WFX), which offers the ability to get the right technician, to the right job, at the right time and now, can show consumers exactly where their service technician is and when they will arrive at the job site.

Where’s My Tech offers consumers real-time information about the status of a service technician appointment, enables consumers to digitally follow the technician while they are on their way to the service location, and receive email or SMS messages with the estimated arrival time of their technician’s arrival.

“Today’s digitally-savvy consumers are conditioned to receive updates from the companies they do business with at every step of the customer experience,” said Tim McElligott, senior consulting analyst at Stratecast | Frost & Sullivan. “When those real-time updates don’t happen, the customer experience is tarnished which can potentially have a negative impact on customer satisfaction, and even a Net Promoter Score.”

The Where’s My Tech solution is the latest enhancement to WFX, in addition to real-time traffic, capabilities announced earlier this year.

“CSG’s communications management solutions offer an integrated approach for service providers to manage and more actively engage with their customer interactions throughout the customer lifecycle,” said Chad Dunavant, head of product management, CSG. “This solution is the latest step we have taken to help our clients deliver easy-to-use, connected experiences that instantly raise the consumer experience to a new level.”

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Kris Oldland, Editor-in-Chief, Field Service News talks to Deputy CEO and COO of Polygon a company with over 3,500 field service engineers, about how his organisation has evolved over the last decade, the shift towards advanced services that has come from that evolution and how a close working relationship with Enterprise Service Management solution provider IFS has empowered their ability to develop and advanced services approach to field service delivery.

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Captec is pleased to announce the agreement of a new strategic partnership with Getac, one of the world’s leading providers of rugged mobile computing solutions.

The new relationship demonstrates Captec’s commitment to the in-vehicle sector, and will see it gain access to Getac’s fully rugged tablet range to deliver reliable usage in critical working environments.

By combining Getac’s tablets with its end-to-end installation service, Captec will deliver complete solutions for in-vehicle applications, optimised for reliability, safety and performance.

Captec’s service comprises tablet sourcing, customisation, vehicle auditing, installation and comprehensive through-life technical servicing and support.

With in-depth experience of in-vehicle applications, Captec can integrate Getac mobile tablet computers into any service vehicle, regardless of make or model. Captec supports applications in a wide range of industries including emergency services, field services and defence.

Successful Captec and Getac deployments already include a waste management application, saving a customer time, money and inconvenience by reducing unnecessary vehicle recalls.

Peter Molyneux, Director of Sales, Captec, said: “Getac’s fully rugged solutions enhance our ability to satisfy specific mobile user demands in critical working environments, whilst lowering the total cost of ownership over the life of projects.”

This new relationship is the latest in a line of strategic agreements that benefit the in-vehicle market. Chris Bye, President, Getac, said: “Getac’s recent expansion has been built through working with an exceptional group of partners, organisations that genuinely provide value to their customers.

“Captec’s capabilities through engineering heritage epitomises this and its experience in customising solutions specifically to customer requirements, building on our durable, reliable and secure mobile platforms, is exceptional.”

This new relationship is the latest in a line of strategic agreements that benefit the in-vehicle market. Partnerships have already been tied up with industry leaders including Gamber-Johnson and Havis, as Captec grows and enhances its capabilities in this specialised sector.

Find out more about Captec’s end-to-end vehicle installation service here.

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Germany's biggest foodservice company, Chefs Culinar, is upgrading to the newest version of Evatic, Asolvi's leading-edge software platform, to optimise its service chain and facilitate the acquisition of two companies.

Founded in 1981 and based in Kiel, Chefs Culinar supplies professional kitchen equipment and wholesale food products to six countries across Europe. Charged with servicing over 10,000 assets, Chefs Culinar has used Evatic software to manage all service and maintenance projects since 2011.

Now it's decided to upgrade to Evatic Insider under Asolvi's new licence agreement to take advantage of the software's newest features. Chefs Culinar's head of large-kitchen technology

Eric Holderied says, "Evatic Insider will streamline our service operation even further. We'll get access to the improved task handling and scheduling platform, which gives dispatchers more control and more flexibility. The just-released GDPR functions and documentation will help us comply with our new obligations. And the customer web portal will give our customers a lot more visibility. We'll also be able to better monitor our customer service levels thanks to the new customer satisfaction buttons in Evatic Mobile Service."

However, the main trigger for upgrading is Chefs Culinar's two recent acquisitions. This engendered a need to align the service management of the new companies with that of Chefs Culinar and its affiliatesHowever, the main trigger for upgrading is Chefs Culinar's two recent acquisitions. This engendered a need to align the service management of the new companies with that of Chefs Culinar and its affiliates. Holderied explains, "Evatic Insider comes with unlimited users so we'll be able to roll out the software across the two new companies easily and quickly. Integrating them with Chefs Culinar will be far smoother than if we'd stuck with the older version of Evatic."

Holderied goes on to explain one of the reasons why Chefs Culinar has maintained its partnership with Asolvi over the years. "Apart from the fact that its software makes service management a lot simpler and more profitable, the other thing we like about Asolvi is its commitment to knowing the professional kitchen industry inside out. They're keen to understand the needs and the problems that players in our industry face."

Asolvi currently stands as the number one vendor of service management software for professional kitchen companies in Germany.

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Kris Oldland, Editor-in-Chief, Field Service News talks to Prof. Tim Baines about the recent Spring Servitization Conference hosted by The Advanced Services Group and how the conversation around servitization is continuing to evolve as academia and industry come together to drive advanced services forwards...

NEVER MISS AN EPISODE! You can now subscribe to the Field Service Podcast via iTunes here

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