AUTHOR ARCHIVES: Kris Oldland

Since 1995, all heavy goods vehicles (HGV) and Public Service Vehicles (PSV) require a daily walk around check prior to service in the UK. Fleetmatics, a Verizon Company, has partnered with Lancashire based company CheckedSafe, to offer its digital fleet compliance app to current and future customers.

CheckedSafe’s Driver and Vehicle Standards Agency (DVSA) Vehicle compliance app digitises the vehicle defect card by allowing commercial vehicle drivers to complete a driver daily walk around check from their smart phone. The data is recorded into a central database immediately, enabling the compliance manager to verify that the walkaround check has been done. Historically, all previous checks were paper-based, which is time consuming, costly and unreliable.

 

“With pressures mounting on fleet managers, it’s vital to create ways that make it easier for drivers to play their role in the safety and compliance process. By partnering with CheckedSafe, our customers will now be able to monitor all daily checks at the click of a button, and will have added insights into where the checks were carried out, how long they took, and what if any defects were identified,” said Guy Fletcher, product manager of Fleetmatics.

 

Fleetmatics’ partnership with CheckedSafe offers its current and future customers an efficient, practical and virtually foolproof solution that helps customer be fully compliant to all current regulations. The solution works on smartphones or tablets and can be integrated into other Internet-enabled devices.

"With complementary technology solutions and customers, partnering with Fleetmatics is a natural fit for us. We are pleased to have the opportunity to offer Fleetmatics customers our simple and effective solution to help eradicate the issue of either non-compliance or partial compliance with the legislation,” said Darran Harris, director at CheckedSafe.

 

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Bosch Group, a leading global supplier of technology and services, have announced the expansion of its partnership with Avaya to help support Bosch’s digital transformation strategy across its global operations.

Avaya Private Cloud Services (APCS) has signed a $60 million agreement with Bosch to provide a range of business communications solutions to 160,000 Bosch associates worldwide.

The five-year deal builds on Avaya’s existing relationship with Bosch and is part of the group’s wider “Next Generation Workplace” project, designed to further support a globally connected and agile workforce. The "Next Generation Workplace" is a long-term project for Bosch that aims to make efficient mobile working even easier for associates. Through the Avaya APCS solution provided, Bosch can reduce total cost of ownership (TCO) for the provision of voice services by as much as 20%.

Avaya will provide a range of private cloud-based voice, contact centre and collaboration services, helping Bosch’s central IT department to roll out standardised solutions to all Bosch group companies worldwide. Avaya’s infrastructure integration solution will also provide enterprise-class assured voice services to Bosch users where they are interfacing through the Skype for Business desktop client.

Bosch, which employs 390,000 associates worldwide, operates in four business sectors: Mobility Solutions, Industrial Technology, Consumer Goods, and Energy and Building Technology. As a leading Internet of Things (IoT) company, Bosch offers solutions for smart homes, smart cities, connected mobility, and connected manufacturing, delivering innovations for a connected life.

 

“We have made a major commitment to drive agility by investing in our IT infrastructure. Accordingly, we need trusted partners that can help us deliver on our vision of the “Next Generation Workplace” and deliver the required levels of quality and service to our associates. Avaya’s proven ability to deliver to demanding deadlines, deep knowledge of our business needs and the technical expertise to execute flawlessly makes them a natural choice to be one of those trusted partners. They are helping us to create a global standard solution that will be made available to Bosch’s 440+ subsidiaries and regional companies.” Klaus Hüftle, Senior VP, Bosch GmbH

“This new agreement reflects the confidence and trust that Bosch has built up in Avaya, our capability to deliver on this scale of project, and our ability to create innovative solutions that go beyond our own product space. We are strengthening our relationship with a world-leading technology company, and playing our part in helping Bosch to achieve its digital transformation objectives and empower its workforce. Avaya is proud of the endorsement in us that this agreement reflects and we look forward to working more closely with them over the coming years.” Nidal Abou-Ltaif, President, Avaya International.

The contract with Avaya will also enable Bosch to deliver future innovation, through the introduction of Avaya Breeze applications and Avaya Oceana customer experience solutions.

Avaya Private Cloud Services (APCS) enable companies to create simple, dynamic environments that allow them to roll out new applications and services faster, support new devices, improve application uptime, and gain significantly reduced total cost of ownership (TCO) and better return on investment (ROI).

 

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All About Field Nation:

Field Nation brings companies and workers together to do great work. By connecting technicians to organizations in one easy-to-use platform and mobile app, Field Nation solves a critical challenge all service leaders worry about: accessing skilled labor. Unlike traditional job boards and labor platforms, Field Nation is built specifically for short-term, on-site service work. Businesses can build their flexible workforce for any skill, scout potential workers in every postal code, and organize go-to service crews fast. Tech professionals can search for work that fits their schedule, build their reputation and get paid within days of project completion. Our mission is to match every contractor with the right job and connect every service team to professionals who care as much about the work as they do.

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Whitepaper - The Future of the Field Service Workforce



As technology transforms how companies interact with customers, field service organizations face particular challenges in adapting their business models to meet rising customer like.expectations. This whitepaper outlines what what the future of the service workforce might look like.

 

 

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Tesseract’s Sales Director Kevin McNally, with over 15 year’s experience in the industry, explores the key elements with Kris Oldland Editor of Field Service News...

 

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[dropcap]F[/dropcap]ield Service Management technology has become essential to service delivery excellence. Service excellence is no longer a USP but a baseline requirement. However, whilst technologies such as IoT and Augmented Reality are grabbing the headlines their potential is greatly diminished unless you have a fundamental layer of technology in place already.

This two part article explores what to expect from a FSM system and offers best-practice tips to help you get the most from your investment...

Contract Management:

[quote]“The starting piece for everything is the contract and the control of the contract. Without that in place it is very difficult to bring everything else on top of that.”  Kevin McNally, Tesseract.

 

Contract management is often viewed as the starting point of almost everything within field service management operations. Without a view of your service contracts you cannot have to hand the answers for critical questions such as:

• What is the SLA on any given contract?
• Is a client under warranty or do they have an enhanced level of service contract
• Does a contract include spare parts and/or consumables?
• Is the service contract due for renewal?[/unordered_list]

You could be at risk of potentially not meeting your client’s expectations and so putting the potential of renewing or upselling service to that client in danger in the future – or on the other side of the coin, you could be giving valuable service away for free.

From the point of view of understanding the assets and also the entitlement that the customer is due as we go through a process of raising a service call or indeed, raising a sales order, we need to fundamentally understand what we should be doing with the entitlement for each specific client.

Scheduling:  

[quote]Optimised Scheduling in our world tends to be more geared to the planned maintenance aspects of service calls – i.e. for those companies who are looking to do things in advance and are looking for the best possible route to achieve this – Kevin McNally, Tesseract

 

Scheduling comes in a number of different guises and the various different names given to types of scheduling options can be a somewhat confusing but broadly scheduling will come in three flavours:

• Assisted Scheduling: Assisted Schedulers are essentially a manual tool, that as the name denotes offer a layer of assistance to the dispatcher making their job that little bit easier and thus increasing efficiency.
• Optimised Scheduling: With an optimised scheduling tool most of the work is done by the system. It will search through the scheduled service jobs and the available engineers and pull together an optimised work schedule for the day taking into account things like travel times and distances, priority jobs and field engineer skillsets etc. However, when things fall outside of established parameters, it is down to the dispatcher to make necessary adjustments to the schedule to make sure SLAs are met etc.
• Dynamic Scheduling: Dynamic scheduling is a further evolution of optimised scheduling that draws in data from mobile applications and telematics data etc to continuously revise the schedule throughout the day, reacting to situations such as a delayed engineer and reallocating jobs to ensure that the days schedule is continuously optimised.[/unordered_list]

Ultimately, when it comes to scheduling, it really is a case of horses for courses and establishing what is the best fit for your organisation.

Whilst not all companies will see a need for a dynamic scheduler, all but the smallest of organisations can benefit from at least some form of optimisation within their scheduling solution and the efficiencies that can be delivered are significant so it is an area of your FSM solution that you should get to understand and know fully.

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Want to know more? A white paper on this topic is available for Field Service News subscribers only - but if you are a Field Service Professional you may well qualify for a complimentary industry practitioner subscription!

Click here to apply for your subscription now and we’ll send you the white paper to your inbox now instantly as a thank you for your time!

 

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A new study from Vanson Bourne, sponsored by ServiceMax, from GE Digital, the leading provider of field service management solutions, has found that 75% of IT decision makers believe that machines will receive better, preventative healthcare than human beings by 2020.

Leaders surveyed believe advancements in machines having the ability to predict failure, take preventative measures or self-healing actions are widely viewed as beneficial to a company’s bottom line.

For example:

• 46% of respondents say machines requesting help themselves will help their company better manage their equipment assets.
• 39% of respondents say predictive maintenance would help better manage asset equipment.
• 44% of respondents say digital twin with predictive maintenance and artificial intelligence would help prevent major failures.
• 69% of IT leaders surveyed say they would like their own personal digital twin to help themselves and medical professionals regulate their health in non-invasive ways by taking early action and preventative measures.[/unordered_list]

The new study, “After The Fall: Cost, Causes and Consequences of Unplanned Downtime,”  surveyed 450 field service and IT decision makers in the UK, US, France and Germany across the manufacturing, medical, oil and gas, energy and utilities, telecoms, distribution, logistics and transport sectors, among others.

According to Gartner, by 2020, 10% of emergency field service work will be both triggered and scheduled by artificial intelligence. The new study highlights the impact of new technology like artificial intelligence, analytics, and use of a digital twin on how we monitor industrial machines to predict when a piece of equipment will fail and what preventative service maintenance is required.

“In the same way that organisations want zero unplanned downtime with their equipment assets to avoid expensive loss of production or service, we want to mitigate our own human ‘outages’,” said Mark Homer, Vice President Global Customer Transformation for ServiceMax, from GE Digital. “This holistic view of how something is operating – whether it’s a person, an equipment plant or an individual component in a machine – has historically been disjointed and only visible when something goes wrong.

 

Today, organisations are now acutely aware of the value of a real-time view on the health and performance of their critical assets, as well as predictive analytics on when preventative maintenance or intervention is required, and access to time series data, service history and optimisation demands. The research found that more than half of companies are planning to invest in a digital twin in the next three years.

The value of these digital insights in an industrial context is starting to generate interest in preventative maintenance in a human context.”

A copy of the Vanson Bourne Whitepaper and Executive Summary, can be downloaded here

 

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Resource Type: White Paper
Published by:  ClickSoftware
Title: How the Internet of Things is Transforming Field Service

 

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Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now

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Synopsis:

Gartner, Inc. forecasts that 6.4 billion connected “things” will be in use worldwide in 2016, up 30 percent from 2015, and will reach 20.8 billion by 20201. This interconnected world will provide a wealth of new opportunities for service organisations. It allows them to connect equipment with technicians’ mobile devices and the office in real time, enabling a rapid response to service requests and efficient remote diagnostics. Service is set to become increasingly proactive and cost-effective.

Field service lies at the heart of the Internet of Things (IoT) evolution. Advanced field service management (FSM) software can automatically receive messages from devices, and schedule and dispatch professionals, without any human interaction. But the opportunities for IoT go beyond inbound device signals over the internet.

The increase in intelligent service resources, such as drones and autonomous vehicles, offers benefits of machine-to-machine (M2M) communication that promise to transform the service industry.

Overview:

The Internet of Things

As the internet turns 25 years old, its impact continues to transform communications, industries, and lives. The original framework of point-to-point communication via a network of distributed hubs has evolved from email and dovetailed with advances in electrical and industrial engineering in a transformative way. The era of personal computers has evolved, through mobility and the smart phone revolution, to a point where connected devices take all manner of forms from biological implants to wearable fitness trackers.

Signals sent to and from connected devices are spiralling in volume. Big data management techniques, machine learning, artificial intelligence (AI), and cloud storage have come together to deliver insight from this abundance of data. This increases the opportunities for automating decisions and initiating actions without the need for human intervention. The benefits to organisations are numerous.

Remote monitoring applications already save billions in transport and human capital management costs. Add the potential positive impact on customer engagement and its associated business value, and the call to action becomes clear. A complete IoT strategy leads to better and faster decisions throughout the service delivery lifecycle.

Market Definitions

The Internet of Things is having major impact across both industrial and consumer sectors, and many bodies of research focus on these separately. We look at the two areas in this way:

• Industrial IoT (IIoT): IIoT refers to the application of the Internet of Things to the broad manufacturing industry. It’s often used interchangeably with the term “Industry 4.0,” which refers to the major transformational stages of the industrial economy. Examples of IIoT range from monitoring building management systems and power grids, to tracking manufactured goods as they are shipped
• Consumer IoT (CIoT): The Consumer Internet of Things (CIoT) consists of technologies that target the home market and consumer electronics. IDC reports3 that over 8 million US households already use some kind of home automation and control. Typified by remote monitoring capabilities for security, climate control, and remote control of household functions, CIoT also offers promise in areas such as networked home appliances with use cases such as refrigerators that automatically order more milk as needed.

IoT and Field Service

As the definitions around IIoT and CIoT show, there are ramifications for field service in both areas. Products that are being serviced are equally likely to be consumer goods or elements of a manufacturing eco-system in the context of business-to-business field service. The consumer and business areas are also intertwined as IoT adds a strong feedback loop that connects product usage and the associated service requirements to the manufacturing process itself. For example, wear and tear levels in real-world conditions can feed into product development through a network of sensors and influence the manufacturing process accordingly.

CIoT and IIoT are worthwhile segmentations to assess the market at a more granular level. But there are opportunities for innovation in IoT across the field service landscape. Furthermore, areas such as Bring Your Own Device (BYOD) and ghost IT also create fuzzy lines between consumers individually and as part of an enterprise. The opportunity for field service is broad and not constrained to any sub-segment of the market.

Reactive vs Predictive

The increasing intelligence of devices and the hardware layer also impact the approach to service associated with the device. While unsophisticated devices can signal a need for service in the event of a system failure, the richer data from intelligent sensors enable a shift from reactive to proactive service. For example, indicators of failure enable long range service maintenance planning so devices can be kept running continuously and efficiently with an optimised cost profile.

From a resource optimisation perspective, this is of course preferable to responding, at high cost, to a sudden failure.

This point brings up a significant differentiator in IoT-based field service. In addition to developing machine learning models to learn more about the service chain, leading field service organisations excel at optimisation in the context of organisational business goals. This optimisation is important regardless of the sophistication of the information the sensors generate in the network. Even in a simple example, with a service requirement to address a non-functioning device, organisations with optimisation solutions can automatically schedule that service to ensure the appropriate balance of metrics, such as SLA compliance and field service professional overtime. And, with additional sophistication in the IoT sensor data to support more proactive use cases, this schedule optimisation is just as important to business success.

 

To unlock the potential of speed and automation, decision criteria must be determined and incorporated into a system flexible enough to handle the variety of data inputs and scenarios. Top field service software providers can offer a scheduling solution that incorporates countless data elements into the scheduling algorithm.

The full intelligence provided by the IoT network determines the appropriate service schedule for a device, including inspection, preventive maintenance, and repair. If required, it’s possible to incorporate a review of these IoT-generated telematics by a field service professional for additional human oversight.

 

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Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

Field Service Professional? Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now

 

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Field Service News speak exclusively to Evatic, CEO Pål Rødseth, about their ambitious plans to conquer the European SME market...

The field service industry has of course seen a lot of merger and acquisitions activity in the last couple of years, much of which has seen major global enterprises such as GE and Microsoft entering the market, through acquisitions of ServiceMax and FieldOne respectively, plus there has also much been private equity investment in established leading brands within the industry such as ClickSoftware, ServicePower and IFS.

However, there is another organisation on the acquisition trail which has gone beneath the radar of many of the more mainstream IT and Business focussed trade journals, yet they are perhaps set to have an equally big impact on the field service management landscape - that is Norwegian company Evatic who currently have offices in Norway, Sweden, Germany, France, Holland, UK, America and Singapore.

UK readers may well recognise the name as they acquired the highly respected British FSM pioneers Tesseract towards the end of last year - however that was just the first piece of the puzzle as the Nordic firm aim to build up a pan European organisation. Indeed, they’ve spent little time resting on their laurels and have recently added a second FSM provider to their growing family having recently acquired Swedish company WinServ.

However, whilst the acquisition of Tesseract was very much about securing the excellent IP that the UK team had developed as well as giving them a foothold into the UK market, with WinServ it seems Evatic are making a move that firmly establishes them as the number one player in their home sector.

 

“WinServ has been the toughest competitor to Evatic over many years in the Nordics,” explains Pål Rødseth, CEO, Evatic.

In fact, around 50% of the 330+ clients that currently use WinServ are in the copy/print sector - which is also Evatic’s main area of focus. Additionally WinServ’s clients are also predominantly spread across the Nordics with a large market share in Sweden. So for Evatic this move is more about building a dominant base in their primary sector to build upon rather than spreading their wings into different sectors or geographies.

Taken the two acquisitions separately, one may be mistaken in thinking that they were both merely opportunistic acquisitions for an ambitious company hungry for growth. Indeed, both Tesseract and WinServ were headed up by their original founders who were reaching retirement age - so there certainly is a certain grain of truth in that assertion. However, as Rødseth explains there is a much more focussed strategic approach to Evatic’s approach to acquisition pattern than merely picking up companies who happen to be in the right place at the right time.

“There are too many of these small companies that have all been around for twenty odd years that are not able to take the next leap forward in product development,” he explains.

“We see customers demanding more and more functionality. They are demanding new solutions be Cloud based, they are expecting business intelligence capabilities, they are demanding easy integrations. All of these things are only possible if you have a large enough customer base to spread the development cost across.”

“We believe that here is a need to consolidate these ten to twenty employee companies across Europe to be able to keep on developing solutions because if you don’t do that you will eventually lose your customers over time."

"You need to face up to what the bigger companies are doing in the service management space and be able to deliver the majority of that functionality down to the SMEs - which is our core customer base.”

It is an admirable approach and one that makes sense. The SME market remains largely under served and with so much money flowing into FSM providers at the moment the main battleground has become the enterprise sector - leaving plenty of space for someone like Evatic to come in and dominate amongst smaller organisations.

But of course, this can also be a very tricky path to negotiate. Will there come a point when by unifying the many smaller companies together essentially Evatic risk transforming into a big business themselves and lose the flexibility and adaptability that often makes smaller providers the right fit for their client base in the first place?

“We don’t want to become a Microsoft. We want to be able to retain flexibility and be able to take decisions quickly and work efficiently but we also want to scale the business more than we’ve done so far. We are moving into a new premise in Wycombe with Tesseract and that facility will have additional space for a good number of employees so we are planning to ramp up the Tesseract business and also expand into Europe.”

 

So how quickly can we expect Evatic to build their empire? With two quick-fire acquisitions back-to-back Rødseth perhaps wisely is planning a fallow year.

“We need to be realistic in what we are doing,” he explains.

“There are challenges in integrating businesses and there are challenges in getting people to work together when there are cultural differences and so forth - so I don’t think we will be making another acquisition in the next 6 to 12 months. We are more focussed currently on getting operational excellence in place. Doing M&A is challenging and the majority of such projects fail - we want to make sure ours doesn’t.”

“But we do have a list of 8 to 12 companies that we follow and we are in dialogue with them and we have investors that back our strategy and we do have the ability to move quickly if we need to.”

 

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Ericsson and MTS, the largest telecommunications operator in Russia, have agreed to upgrade the network of MTS. Ericsson will deliver the newest software features that will be continuously developed during the next three years.

The scope of the agreement also includes 5G-ready radio hardware, Ericsson Radio Systems and core network with the latest Ericsson Mobile Softswitch Solution (MSS), as well as User Data Consolidation (UDC), providing consolidation of user data for all network functions.

These solutions will upgrade the mobile networks for 2G, 3G and 4G. In addition, MTS will prepare the network for 5G with Ericsson software for Massive IoT solutions, including NB-IoT and Cat-M1 technologies. This enables a wide range of IoT use-cases including metering and sensor applications.

The agreement fully supports MTS’s strategy of preparing the network with 5G and IoT-ready hardware to enable a fast commercialization of these technologies. The deployment starts Q4 2017 and total value of the contract is expected to exceed EUR 400 million.

Andrey Ushatsky, MTS Chief Technology Officer, says: “In April 2017, in Moscow our companies demonstrated 5G technology with peak data rates up to 25 Gbit/sec. Now we have reached an agreement with Ericsson, which will supply MTS new equipment enabling our network to deploy first solutions based on 5G technologies starting 2020. After upgrade, MTS network will provide higher data rates, increased capacity and low latency. These characteristics are critical for IoT and digital services that we are starting to implement today".

 

According to latest edition of Ericsson Mobility Report, many operators will deploy 5G commercially from 2020, in line with the time plan for 5G standardization. In 2022, the number of 5G subscriptions is forecast to reach more than 500 million. The adoption rate of 5G mobile broadband is expected to be similar to that of LTE, and rollout will commence in major metropolitan areas, reaching around 15 percent population coverage by 2022. 5G will enable a wide range of use cases for massive IoT and critical IoT.

Arun Bansal, Head of Ericsson in Europe and Latin America, says: “Early deployment of IoT and 5G technologies positions Russia as an early adopter of the most advanced ICT solutions. Ericsson supports MTS in the company’s goals to meet growing capacity needs and be ready for huge opportunities that will come with 5G and IoT. 5G will be a major technology in booming industrial digitalization, creating and enhancing industry digitalization use cases such as immersive gaming, autonomous driving, remote robotic surgery, and augmented-reality support in maintenance and repair situations.”

This announcement represents a milestone in the large-scale commercialization of IoT and 5G technologies in Russia. It follows the agreement of an extensive 5G Memorandum of Understanding signed by MTS and Ericsson in December 2015.

To further demonstrate the capabilities of 5G and IoT technologies, the two companies will roll out 5G demo zones during FIFA 2018 World Cup in Russia.

 

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FieldAware, a leader in made-for-mobile, cloud-based field service automation solutions, have recently launched FieldAware Forms to add enhanced data collection and workflow capabilities to its field service software. The improved solution increases data accuracy, speeds up data collection, automates data routing, and creates a seamless customer experience.

Field service professionals understand that accurate data collection is essential for a successful business, but this is often a lengthy and cumbersome task for those involved due to manual processes and duplicate data entry.

Paper-based processes are fraught with issues from delays in receiving vital information, to missing, incomplete information, or inconsistency in the data captured. With the enhanced capabilities of FieldAware Forms, organisations have reported a 300% improvement in customer response times and a 77% reduction in time taken to invoice by removing paper-based processes from their operations.

 

FieldAware Forms improves productivity further by eliminating redundant data entry tasks, and features like dropdown menus minimize errors and ensure high data quality across systems.

The additional embedded capabilities of FieldAware Forms allow FieldAware customers to generate an unlimited number of customisable forms that can be completed and synced to the back office at the touch of a button. Captured data can easily be searched, extracted, and sent to an analytics engine— transforming collected data into actionable business intelligence.

“The enhancements FieldAware Forms has made to automated mobile workflows will transform the all-important data collection for our customers,” says Steve Wellen, CEO FieldAware. “FieldAware Forms simplifies field data collection, improves data quality, and enables real-time data sharing. The use of dynamic, customisable forms to capture data not only saves time and eliminates paperwork, but ensures accurate records are being kept that can be used to create insightful reporting.”

“FieldAware Forms, as part of the FieldAware solution, will benefit all field service organizations looking to improve their productivity, service quality and significantly adds even greater value to those carrying out inspections and audits with compliance or regulatory obligations as part of their operations.”

FieldAware Forms is available to all new and existing FieldAware customers, extending the feature set with the enhanced mobile forms capabilities.

For more information on FieldAware visit www.fieldaware.com

 

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