AUTHOR ARCHIVES: Field Service News

ByBox, providers of smart locker technology and field service solutions, today announced its new offering for the retail market – Switch. While at Retail Business Technology Expo (RBTE) in London, ByBox showcased its new service using Bluetooth-enabled lockers.

Using a locker network and technicians, retail technology providers are able to ensure same-day fixes via pre-positioned stock. Understanding the needs of UK high streets, ByBox has located its smart lockers in easy to access areas, enabling technicians to quickly and simply collect spare parts to meet demanding SLAs.

Independently conducted research, sponsored by ByBox, shows that one in ten shoppers will abandon a purchase due to non-functional in-store technology and over one-third of shoppers have been unable to complete purchase due to technology failure.

With Switch, we aim to raise the benchmark of standard, same-day repairs and service SLA“As retailers reimagine the entire in-store customer experience, technology is paramount to building a more connected and more personalised environment,” comments Simon Fahie, managing director – global technology, ByBox.

“Digital strategies can no-longer be reserved for online, they are integral to creating a consumer destination that builds brand experience and customer loyalty. Such a reliance on technology means the consequences of equipment failure have grown exponentially.  With Switch, we aim to raise the benchmark of standard, same-day repairs and service SLAs, enabling retailers to protect the consumer experience and brand loyalty.”

As soon as a failure is logged via the Switch HQ, a ByBox field service engineer is alerted through an app and directed to the nearest stock location; often on the outskirts of high streets and retail parks. Once the spare part is collected, a fix is carried out and the failed component part returned to a locker to be logged and correctly disposed of or re-serviced. ByBox pre-positions stock and replenishes overnight or by one of its forward stock locations (FSLs).

Switch is made possible by ByBox’s investment into its network of smart lockers around the country, which combine Bluetooth-enabled locks, a mobile app and cloud platform, allowing case-by-case access and full visibility of stock levels.

With Switch, technology operators can maintain competitive SLA performance for retailers, offer a premium service with reduced pricing, improve first-time fix rates and lower overheads.

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Welcome to the relaunched and revamped Field Service Podcast hosted by Field Service News Editor-in-Chief, Kris Oldland.

In this episode, Kris is speaking to Kevin McNally, Sales Director for Asolvi about the importance of building a request for proposal when they are searching for a new field service management solution as well as sharing his insight into some of the key considerations that an organisation should have in mind when approaching building the actual RFP document.

Did You Know? You can now subscribe to The Field Service Podcast on iTunes! Check it out here and subscribe to get the podcast straight to your phone each week! 

Want to know more? Kevin and Kris have co-authored a white paper that expands on this topic which is available exclusively for Field Service News subscribers.

If you are not yet a subscriber and are a field service professional you can apply for a complimentary subscription below (after reading our T&Cs here first) and we will send you a copy of the white paper as soon as we receive your application.

 Click Here to apply for your subscription now!

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Connected vehicle cameras are having a dramatic impact on the cost and lifecycle of insurance claims according to Intelligent Telematics and Plexus Law, so could save the commercial fleet sector many millions of pounds each year. Following the analysis of 4,000 vehicles fitted with the SureCam 3G forward-facing device, it was found that there was a 50% reduction in average claims costs and a 15% increase in the average speed of resolution when compared to vans and HGVs operating without a camera.

“The clear message to commercial fleet operators is that connected vehicle cameras are proven to make insurance claims cheaper and quicker to resolve,” explains Sam Footer, Partnerships & Marketing Director at Intelligent Telematics. “Understanding who was responsible can quickly be established with immediate access to video footage – avoiding costly 50/50, exaggerated and fraudulent claims – while at fault incidents can be identified and processed rapidly, keeping third-party costs to a minimum.”

The findings show that it is possible to take better control of the claims management process using connected vehicle camerasBy having access to video evidence with supporting vehicle data directly from the scene of a collision is helping insurance claims handlers to make a faster and more accurate liability decision. The findings show that it is possible to take better control of the claims management process using connected vehicle cameras, with rear-end shunts (55%) and collisions while emerging from junctions (43%) seeing the largest reductions in average claims costs.

Tim Short, Head of Motor Practice at Plexus Law commented: “When you consider that the reported average cost of motor property damage and personal injury claims last year was almost £3,000 and £10,000 respectively, there are clear benefits to be had from adopting connected vehicle cameras. By taking advantage of first notification of loss (FNOL) and proactive claims management a commercial fleet operator can make dramatic savings, which will go straight to the bottom line of their business.”

Intelligent Telematics’ SureCam 3G devices are the leading single, dual and multi-camera solutions for vehicle operations, providing increased protection against fraudulent insurance claims, false driving allegations and disputed liability. They use the most sophisticated 3G and 4G technology so that HD footage of any collision, near miss or harsh driving incident is captured and automatically transmitted within moments of it happening. Unlike other systems in the marketplace, the videos and supporting data are uploaded to a secure server network with no user intervention required, making them the only truly effective 3G vehicle cameras for First Notification of Loss (FNOL).

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De Kantoorspecialist, the Dutch wholesale supplier committed to improving life in the office, has just transformed its service operation from a patchwork of slow-moving parts into a fast, cohesive whole.

Established in 1989 and based in Veenendaal, De Kantoorspecialist is a Ricoh, Sharp and HP dealer that provides IT, print and document management services, audiovisual solutions, office equipment and furniture to workplaces all over the Netherlands. Its goal is to boost worker enthusiasm and productivity and generally make employees’ lives easier and more enjoyable.

Now De Kantoorspecialist is about to experience this philosophy for itself, courtesy of Asolvi and its leading-edge solution for print and document management providers, Evatic. Previously De Kantoorspecialist used a generic ERP system and a separate database for customer contracts and quotes. The software was not designed for print and document management providers and did not have contract or field service management components, which meant a lot of De Kantoorspecialist’s work was manual and labour-intensive.

Evatic collects real-time information directly from these machines and processes it according to a series of rules, automatically generating invoices, toner replacements and predictive maintenance alerts “We decided to implement Asolvi’s Evatic solution for a number of reasons,” says Evert van Engelenhoven, managing director of De Kantoorspecialist. “Evatic is all-encompassing and runs our entire operation, from sales to service. It’s specially designed for managed print services and enables proactive and cost-effective management of toner use and replacement, as well as automated meter readings and invoicing. We were also impressed by its excellent interface with Microsoft Office 365 and our accounting module, and the sophisticated contract management system which we’re also using for our audiovisual and IT services contracts.”

Evatic connects to all the multifarious machines in the field (MIF) that De Kantoorspecialist is charged with managing and maintaining. Evatic collects real-time information directly from these machines and processes it according to a series of rules, automatically generating invoices, toner replacements and predictive maintenance alerts. This saves time, cuts out wasted toner, reduces machine downtime and limits the number of field service visits required, all the while maximising asset lifetimes. Evatic makes managed print services smart by connecting printers and copiers to the ever-growing Internet of Things and empowering providers like De Kantoorspecialist to be more efficient, more productive and more proactive.

“With Evatic, we’ve entered the realm of smart printing and smart service management,” says van Engelenhoven. “We’re looking forward to having more control of our processes, a better overview of our profitability, and a reduced need to keep hiring more staff as our customer base grows.”

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IFS, a global enterprise applications company, has previewed major updates of its IFS Field Service Management™ (FSM) offering at the IFS World Conference in Atlanta today.

IFS Field Service Management 6 features a number of enhancements, including:

• New user experience (UX): With a completely re-engineered, fully responsive front end, IFS FSM 6 will run on any browser and on any device at any time. The new UX features user-centric and intuitive action patterns as well as stunning graphic designs including high-resolution charts and diagrams.
• Major performance boost in IFS Planning & Scheduling Optimization™ (PSO): The IFS PSO component of IFS Field Service Management yields a 50% improvement in processing performance on Microsoft Azure. In addition, the maximum number of activities per standard Dynamic Scheduling Engine (DSE) for dynamic responsive processing has been significantly increased.
• Next-generation configurability: Written in an all-new scripting language that empowers customers to configure data fields, workflows, and user behaviour, IFS FSM 6 eliminates the need for costly customizations, providing greater agility while evergreen service management capabilities ensure seamless updates.
• Key functional enhancements: Alongside these major new architectural changes, IFS FSM 6 introduces a multitude of significant new features and extensions to existing functionality in areas including increased scheduling optimization flexibility, warranty claims management, mobile synchronization, and UI improvements.
• Pay and deploy with even more flexibility: Customers can choose to deploy IFS FSM 6 as a true multi-tenant solution on the Microsoft Azure cloud, as a managed service in the cloud, or on-premise. This flexibility also offers customers choice in how they pay, from outright ownership to a monthly subscription.

“We are very excited to offer a preview of IFS Field Service Management 6, which leads the market in terms of usability, configurability, connectivity, and flexibility,” said Mark Brewer, IFS global industry director for service.

Choice is a good thing, and with IFS, the customer can decide what makes sense for their business.“With this major new release, we are further differentiating our value proposition but are continuing to provide customers with the ability to choose the functionality they need and deploy in the way they want—be it in the cloud or on-premise. Choice is a good thing, and with IFS, the customer can decide what makes sense for their business. Combine this flexibility with industry-leading functionality, leading AI and optimization technology and a new user experience and it is evident that IFS really does represent the most complete, connected field service solution on the market.”

One of the early adopters is Eickhoff, a leading manufacturer of machinery and gearing technology used in mining, wind turbines, and other industrial applications.

Commenting on IFS Field Service Management 6, Dietmar Schmitz, Head of Product Development Service at Eickhoff, said, “As a provider of mission-critical machinery, we see service as a core competency and competitive differentiator. Consequently, we needed a solution to manage our more than 6.5 million items in complex parts lists for over 15,000 custom units. IFS FSM 6 provides an engaging and effective way to make this possible.”

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An innovative fuel and driver management solution from TomTomTelematics and BP has helped logistics specialists Corporate Solutions cut fuel costs by 8.1 percent.

The Birmingham-based company, which provides bespoke temperature controlled and ambient distribution services, introduced BP FleetMove Pro across its 100-strong HGV fleet in June 2017.

The new integrated system combines BP fuel card information with vehicle location, fuel consumption, driver behaviour and vehicle maintenance data from WEBFLEET, TomTom Telematics’ fleet management solution.  This provides full visibility and control over how fuel is being used across the entire fleet in one, easy-to-use interface. 

Instead of checking thousands of individual fuel card transactions manually every year, the company now receives fuel card exception reports Instead of checking thousands of individual fuel card transactions manually every year, the company now receives fuel card exception reports. These highlight at a glance if there is an anomaly that might indicate fraudulent card use, such as when a fuel card transaction and vehicle location do not match.

WEBFLEET’s integral OptiDrive 360 functionality meanwhile – which gives drivers in-cab feedback and advice on a number of key indicators affecting fuel efficiency, including speeding, idling, sudden braking and harsh steering – has helped improve fleet mpg by 9.2 percent.

In addition, weekly fuel consumption reports have highlighted a clear correlation between fuel wastage due to idling and number of accidents, triggering targeted driver training.

“We’re delighted with the results,” says Stuart Payne, Commercial Director at Corporate Solutions. “Combining different streams of data in this way makes everyone’s life easier, helping us to save time and reduce operating costs.”

Further benefits to the company include WEBFLEET alerts that highlight when any of the vehicles’ dashcam cameras are no longer working, helping to plug any evidence gaps for future insurance claims.

Scheduled integration with the incumbent routing and scheduling system means the company will soon be able to send drivers directions to the most appropriate BP stations on each route to help them get the best fuel deals.

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JLT Mobile Computers, a leading developer and manufacturer of reliable computers for demanding environments, launches the JLT6012™ logistics computer, the first product of a new generation of rugged vehicle-mount computers with innovative platform design...

The JLT6012 presents a major step change in rugged computing, as the new terminal not only delivers unparalleled productivity and better user acceptance today, but also constitutes a platform for building innovative mobile IT solutions, including hardware, software and services for the needs of tomorrow.

Featuring the industry’s most compact design, modern Windows, Android or Linux operating systems, and the user-friendly JLT PowerTouch™ PCT technology, the JLT6012 computer takes user productivity to new levels. It provides familiarity to all generations of users without compromising the ruggedness required to run uninterrupted for many years of tough handling in the most challenging environments.

Further, it provides features that make users’ workdays easier, such as quick and easy login and identification with RFID tags, high-brightness displays with adjustable auto-dimming for both indoor and outdoor usage, and easily accessed programmable function buttons that can be used to accelerate the most common user operations.

Maintenance cost is kept to a minimum with the resilient JLT PowerTouch display technology that addresses today’s most common reason for computer breakageThe JLT6012 also reduces total cost of ownership by providing a wide-range 9-72 VDC isolated power supply with UPS functionality, making it suitable for installation in most types of vehicles, including electrical, gas and diesel-powered trucks, without expensive external hardware. Maintenance cost is kept to a minimum with the resilient JLT PowerTouch display technology that addresses today’s most common reason for computer breakage. Other wear and tear-prone components, such as batteries and boot media, can easily be serviced, and the computer software and firmware can be upgraded remotely – all to avoid taking the computer out of operation in the field.

“Our customers manage rapid globalization, complex logistics and fierce competition that puts extreme demands on operational productivity and efficiency,” explains Per Holmberg, CEO, JLT Mobile Computers. “Our new JLT6012 computer effectively addresses these demands today, and also becomes a rugged computing platform for new innovative solutions to tackle these demands in new ways, providing significant productivity gains and improved profitability.”

Built on JLT’s heritage of excellent design, high quality and outstanding performance, the new JLT6012 computer adds a new dimension to rugged mobile computing. It is the platform on which JLT, together with software developers and customers, will build high-value solutions to address customer requirements. With a programmable I/O port, RFID and NFC technology, and prepared with microelectromechanical systems (MEMS) such as gyro and accelerometer, the JLT6012 enables the development of new innovative solutions to optimize workflow efficiency, maximize computer uptime, improve safety and more.

The new platform concept is designed to take advantage of the latest computer technology for long-term protection of customers’ investments.

The new JLT6012 computer complements the current line of rugged mobile computers from JLT, providing options for a wide range of use models in the logistics and heavy-duty industry segments. It has been tested and successfully deployed by pilot customers and is now available for order with normal lead times.

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Fast Lean Smart (FLS) is working with Royal Mail Property & Facilities Solutions (RMPFS) to implement a new scheduling software system to increase productivity and establish a site ownership model.

RMPFS wanted to upgrade its current scheduling and route planning software to achieve new levels of efficiency and productivity from its service operations. The company’s existing system is over 10 years old and no longer meets its needs.

“We looked at several scheduling and route planning systems providers, FLS being one of them,” says Scott Maddocks, Project Manager for RMPFS.

“After the initial demonstration, we carried out a number of FLS customer site visits to see the software in action. We engaged our management teams, our engineers and our unions because we wanted them all to be happy that the software would work.”

After the initial demonstration, we carried out a number of FLS customer site visits to see the software in action. We engaged our management teams, our engineers and our unions because we wanted them all to be happy that the software would work.In the end, FLS came out on top. “We chose FLS for a number of reasons,” says Scott. “The user front end was better than the other products we looked at, and FLS gave us confidence that their software could be integrated with our existing service management system. We also thought that FLS would be good to work with, more agile and better able to deliver what we wanted than the other suppliers.”

One of RMPFS’s goals was to plan jobs more efficiently. FLS’s ability to plan optimised routes in real time will help it do this. FLS software takes into account specific business priorities, traffic-based driving times and countless other variables for both planned and reactive work. RMPFS also wants to reduce the number of return visits its engineers have to do. FLS will give them a portal where they can see four weeks of planned work in advance and allocate the necessary resources to each job. Engineers will be able to request job assists and equipment hire in advance of the job using the new portal.

Another key requirement for RMPFS was the establishment of a site ownership model, i.e. the allocation of tasks to preferred engineers according to a set of criteria to ensure that the right skills are in the right place at the right time. “We wanted software that could navigate several tiers of engineer choices, to allow them to build their site knowledge and relationships and reduce their travel time,” says Scott. “FLS proved that its system was up to the challenge and could enable our engineers to work at preferred sites in preferred regions based on an extensive and complex series of rules.”

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Asolvi have continued their expansion within the European field service management sector with two new key hires who have recently joined them from Xerox Norway.

The two new hires are:

Lars Løkkevik

Løkkevik has 25 years of experience from sales, management and business development.

Lars worked 11 years in Xerox in various positions in Business Development, Channel and Services. In his new role with Asolvi he will be responsible for further developing their partners more towards a consultative driven sales process where solutions with a service packing provide clearer differentiation and build new revenue streams.

He will work at Nordic level and with Asolvi's prospects, existing customers, manufacturers and dealers.

John Alfred Hustvedt

Hustvedt has a long experience from B2B sales of IT and IT. Has led several projects to win the majority of Xerox's major Norwegian contracts.

John Alfred has worked with the print service concept Managed Print Services (MPS). He is used as a lecturer on the subject, and is a member of the International Print Service Association (MPSA), a member of the Standards & Best Practices Committee, which deals with industry design and industry standards for the print service.

In his new role with Asolvi, he will work at European level and towards manufacturers, dealers, prospects and end customers.

These two key hires would appear to be further evidence of the ambition and rapid expansion of Asolvi, who recently rebranded from Evatic having acquired well respected UK based field service management solution providers Tesseract as well as Swedish firm WinServ who offer specialist field service management solutions tailored for the print copy market.

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