In this Field Service News webinar brought to you in partnership with Tesseract, we will be exploring five fundamental field service management technologies that every field service organisation should have in place – discussing why each is vital to...
AUTHOR ARCHIVES: Kris Oldland
About the Author:
Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.
May 23, 2017 • News • Contract Management • Integration • Mobile tools • Webinars • scheduling • Asolvi • Parts Pricing and Logistics
In this Field Service News webinar brought to you in partnership with Tesseract, we will be exploring five fundamental field service management technologies that every field service organisation should have in place – discussing why each is vital to making sure your service delivery hits your core KPIs as well as taking a look at how to use the technologies in a live environment.
This webinar will provide a strong hands-on overview of the types of technology that your team should be using with demonstrations and user tips from Tesseract’s Kevin McNally to help you get the most value from field service management technology.
The technology we will be showcasing will be Tesseract’s own Service Centre 5.1 the latest offering from a company with over a thirty year heritage in delivering field service management software, so there will be a great opportunity to see the latest generation of FSM solution in action – although there will be plenty of best-practice advice that will be suitable for users of any FSM solution.
The five key areas we will be focussing on are as follows:
- Contract Management
- Scheduling
- Mobile tools and communications
- Parts & Inventory Management
- Integration=
Who is this suited for: Whilst this session should be of interest to any field service management professionals, the session is particularly aimed at organisations who are either currently still using manual processes or legacy FSM systems/, FSM systems with limited functionality and looking to see the tools and applications that should be expected as standard in a modern FSM solution.
The technology being showcased in particular is ideally suited to those companies with over 10 field service engineers and the information presented will be aimed towards an audience of field service managers/directors, operations directors or owners/MDs of Service Companies.
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May 22, 2017 • News • B2M • Mobile Solutions • ROI • ROI Calculator • Software and Apps • software and apps
B2M Solutions, the enterprise mobile device analytics company that delivers actionable insights, have recently released a return on investment (ROI) calculator that enterprises can use to quickly determine the savings that can be made by optimising...
B2M Solutions, the enterprise mobile device analytics company that delivers actionable insights, have recently released a return on investment (ROI) calculator that enterprises can use to quickly determine the savings that can be made by optimising their mobile device populations.
Mobile device analytics helps to identify issues affecting device performance that can have a costly impact on the bottom line as they can cause decreased productivity, failure to meet service level agreements, poor customer experience and damaged brand reputation. The issues preventing a device from working optimally can include everything from poor network coverage and connectivity issues to increased battery discharge rates and applications that are causing devices to crash.
IT and operations and executives involved in the management of mobile devices can now use the free online calculator to learn how much downtime and associated costs could be prevented with mobile device analytics, depending on the type of devices the enterprise uses and other variables specific to its work processes.
The calculator determines ROI based on failure rates, lost time due to device failure and lost productivity that are based on benchmarks B2M has developed after aggregating and analysing actual performance data from its experience in helping customers manage hundreds of thousands of mobile devices over time.
B2M is a pioneer in enterprise mobile device analytics and its solutions have supported mobile deployments around the world for enterprise and OEM customers including Barcode Warehouse, BT, easyJet, Ferguson, Hermes, Johnson Controls, Lynx Express, Motorola, Panasonic, RBS, Royal Mail, TRG, Volkswagen and Zebra Technologies.
The calculator determines ROI based on failure rates, lost time due to device failure and lost productivity that are based on benchmarks B2M has developed after aggregating and analysing actual performance data
Mobile device management (MDM) systems typically focus on device configuration and status, whilst mobile device analytics provides insight into device performance and how it can be improved.
B2M’s Elemez mobile device analytics solutions can be used on their own or fully integrated with MDM systems. Elemez is B2M's cloud-based enterprise mobile analytics solution for businesses looking to optimise mobile devices. A standard user interface means it's quick and easy to set up and provides real-time actionable insights on the most common metrics via an interactive dashboard. Elemez brings this data to life, visualising it via graphs and charts so it is easy to see trends affecting device performance and to spot potential problems before they have a serious effect on a business.
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May 19, 2017 • Features • Predictive maintenance • resources • White Paper • White Papers & eBooks • dynamic scheduling • IFS • IoT
Resource Type: White Paper Published by: IFS Title: Utilising dynamic scheduling in a predictive maintenance world
Resource Type: White Paper
Published by: IFS
Title: Utilising dynamic scheduling in a predictive maintenance world
Synopsis:
People assume that machines will talk to each other as part of IoT, but it seems that the integration of data from IoT projects is something that is lacking.
In fact, it’s common to see organisations working with multiple IoT projects because of the disconnected flow of data. Effective use of real-time data from IoT projects enables operative predictive maintenance, which can link to advanced scheduling, more effective delivery of service, and higher customer satisfaction ratings. But how do these three business strategies link together?
In the context of this white paper, IoT means using data coming from sensors, in combination with data interpretation to predict maintenance needs. From those predictions of maintenance needs, the most efficient field schedule can be created through advanced scheduling based on data provided from the machine in the field, technician skills, and parts and tools needed for maintenance.
These predictions in combination with advanced scheduling take the schedule beyond drive time and identify the most effective use of your most important asset—the field service engineer
Overview:
This white paper covers four key areas:
IoT Strategy:
No matter the industry, any company can leverage an IoT strategy. Mobile phones, tables, machines and other devices continuously collect information that can be analysed and acted upon.
Cisco IBSG predicts there will be 50 billion internet-connected devices by 2020. This is an astonishing 100 percent increase from 2015.
This increase in internet-connected devices provides the opportunity to embrace IoT in a big way by leveraging large quantities of data from connected devices.
Predictive maintenance:
As unplanned downtime can disrupt an entire organisation, diminishing down-time is invaluable to organisations.
A survey conducted by Nielsen Research demonstrated that downtime costs an average of $22,000 per minute.
Because downtime can be so costly, most organisations invest in predictive maintenance in an effort to replace worn-down parts before they cause downtime. A well-designed IoT solution is a step in the right direction.
Leveraging real-time with advance scheduling:
When real-time data from an IoT solution connects with an advanced scheduling solution, a field technician can be notified of high-priority maintenance, prioritised by the advanced scheduling solution’s ability to adjust a schedule by responding to customer SLAs as appropriate.
The solution generates the most efficient, cost-effective schedule, identifying travel routes for the technician in closest proximity to the site of maintenance, with the right tools and skill-set to meet the maintenance needs.
Benefits of an IoT solution:
To move from reactive maintenance to predictive and preventive maintenance, an IoT solution providing real-time data should be implemented. By attaching sensors to equipment and facilities, an organisation can gain information about the condition of the equipment and facilities and how they are being used.
A task could be assigned to a field technician who travels to a customer site to address an issue before a customer is even aware that they have an issue.
The field service system analyses the data and issues prescribed actions that automatically lead to tasks being performed based on rules defined by the user. For instance, a task could be assigned to a field technician who travels to a customer site to address an issue before a customer is even aware that they have an issue.
Talk about a high customer satisfaction rating!
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May 18, 2017 • Fleet Technology • News • masternaut • Opel • telematics • Vauxhall
Opel / Vauxhall and Masternaut have announced an exclusive partnership to provide fleet telematics services to commercial vans.
Opel / Vauxhall and Masternaut have announced an exclusive partnership to provide fleet telematics services to commercial vans.
As of May 2017, businesses can purchase Opel and Vauxhall vans with Masternaut’s telematics devices pre-installed, eliminating deployment time, hassle, and cost. These vehicles are then managed via the industry-leading platform Masternaut Connect, which helps customers realise substantial gains in safety, savings, service excellence, and sustainability. This offer will be available in the UK, France, Germany, Belgium, the Netherlands, and Luxembourg.
The benefits identified by Masternaut in short are as follows:
- Management of commercial fleet data via a powerful B2B software platform
- Customers avoid the cost, hassle and time of installing telematics
- One partner to talk to - get everything from the Opel or Vauxhall dealership
An industry game-changer?
This partnership doesn’t only help Vauxhall respond to business customers’ needs, it is a significant milestone for the rapidly growing commercial fleet telematics industry. Industry analysts estimate that over 10 million commercial vehicles in Europe will be managed with telematics by 2020, representing growth of 20% per year. Part of this growth will come from reducing hurdles to deployment, which include taking productive vehicles off the road and incurring separate installation charges.
The telematics industry has witnessed impressive growth in recent years, but many companies still want easier installation. Despite its proven benefits, telematics is still only installed in a tenth of European commercial vehicles - Dhruv Parekh, Masternaut
With connected car and autonomous vehicle trends accelerating quickly, vehicle manufacturers are investing heavily in technology development and strategic partnerships. Opel and Vauxhall are part of GM, the second OEM to partner with market leader Masternaut, following PSA Group’s Peugeot, Citroën and DS. While Vauxhall use their own technology for cars, they sought an experienced partner to serve their business customers’ light commercial vehicles.
Technology that saves time, money and lives
Vauxhall chose Masternaut as their exclusive partner due to their industry-leading technology which, unlike other devices, reads data directly from the vehicle in a fully secure way, without risk of interference with vehicle systems. Steffen Raschig, Director Commercial Vehicles Opel & Vauxhall, said, “We were already interested in working with Masternaut, as they are one of the largest telematics providers globally. We decided to build a deeper partnership as we learned more about Masternaut’s patented hardware. The device provides read-only access to all vehicle data, providing our customers much richer insights than other telematics devices offer. We were also impressed with Masternaut’s new enterprise-grade Connect platform, which is intuitive and easy-to-use.”
Customers have real-time visibility into vehicle locations and journeys, and they also receive smart reports on driver behaviour, timesheets, vehicle utilisation, and routes.
Masternaut recently conducted research across 10,000 vehicles in its customer base, finding that its technology lowered fuel consumption by 220 litres per vehicle and total fleet running costs by £660 per vehicle annually, resulting in a 3-5x ROI. In addition, smart reports and in-cab coaching help drivers to significantly reduce harsh driving events and speeding, keeping them safe on the roads. Every year, Masternaut’s 10,000+ customers avoid 300 accidents and reduce the release of CO2 by 230 million kg.
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May 18, 2017 • video • Paul Lucas • Webinars • servicepower • Software and Apps
In this brief sample form the Q&A element of a Field Service News webinar presented in Partnership with ServicePower, Kris Oldland, Editor-in-Chief, Field Service News and Paul Lucas, EMEA Sales, ServicePower discuss whether companies upgrading...
In this brief sample form the Q&A element of a Field Service News webinar presented in Partnership with ServicePower, Kris Oldland, Editor-in-Chief, Field Service News and Paul Lucas, EMEA Sales, ServicePower discuss whether companies upgrading Field Service Management Solutions see as big a benefit as they would have when they first implemented a FSM system...
Want to know more? This full webinar is available to download for Field Service News subscribers - and if you are a field service practitioner then you can subscribe for free! Apply for your subscription now by clicking the link below and get the full access to the full webinar instantly!
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May 17, 2017 • Features • Augmented Reality • Future of FIeld Service • Niklas Rengfors • XM reality • Big Debate • David Nedohin • Evyatar Meiron • FieldBit • ScopeAR
In a new series of features we will take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks, to help us better understand its potential impact on the field service sector...
In a new series of features we will take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks, to help us better understand its potential impact on the field service sector...
Our first topic is Augmented Reality and our experts are Evyatar Meiron, CEO, Fieldbit, Niklas Rengfors, Head of Sales & Marketing, XM Reality and David Nedohin, President, ScopeAR...
Question One: Just how big an impact can and will Augmented Reality have on field service delivery?
David Nedohin, President, ScopeARMany analyst firms forecast that the AR market will continue its rapid growth, reaching upwards of $140 billion in just a few years. The impact augmented reality can have on field service specifically is unprecedented as it pertains to training, equipment maintenance or repair and knowledge transfer.
For the first time, augmented reality is allowing field workers to take advantage of the power of computers and interact with them in the real world -- moving from a two dimensional screen to seeing information locked on top of the image of the equipment in the real-world and in real-time. I believe AR will be the user interface of the future, making all of a company’s information, intelligence and analytics actionable, by overlaying content directly on top of the real world - when and where a worker needs it most.
The reason that field service industries will lead in benefitting from AR is due to a combination of an ageing workforce that is retiring at staggering rates, and a younger workforce that changes positions quicker than ever.
Expert knowledge is difficult to retain and even more difficult to get into the hands of those in the field without significant delays and expense. AR allows organisations to retain their experts without sending them into the field, while being able to rapidly leverage and measure the expertise they have by putting it right in the hands of the worker who needs it. Augmented reality is enabling “on-demand knowledge transfer.”
Evyatar Meiron, CEO, FieldbitAugmented reality is changing the way people live, work and interact with one another. The introduction of augmented reality for field service represents nothing less than a seismic shift. The magnitude of its potential impact is comparable to the impact that personal computers had on office workers.
FSM solutions address the communication and workflow needs of service managers, allowing them to tell technicians where to go, what problem needs to be fixed, and which spare part to use. Augmented reality platforms complement FSM by telling the technician how to fix the problem.
This was the missing link.
With this capability, enterprises will be able to drastically boost the productivity and efficiency of their field service operations.
Using augmented reality, technicians can receive precise visual instructions from remote experts to execute complex machinery fixes. Not only does this increase first time fix rates, it also relieves mental stress since technicians can enjoy “over-the-shoulder” coaching throughout the process.
Niklas Rengfors, Head of Sales & Marketing, XM RealityWe believe it has a big impact already today, business cases show unreal savings by making the field service delivery more efficient, due to less travelling, increased uptime etc.
We also see big drivers at customers in being able to deliver more profitable service offerings and in the end gain more satisfied customers.
Next weeks question: What advantages does Augmented Reality offer over video calls such as FaceTime and Skype etc?
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May 16, 2017 • Hardware • News • hardware • rugged • RuggON • tablets
RuggON Corporation, a leader in the design and manufacturing of ruggedized computing products, recently launched a new rugged in-vehicle terminal, the VX-601, which provides superb visibility from a large, bright, sunlight-readable touchscreen...
RuggON Corporation, a leader in the design and manufacturing of ruggedized computing products, recently launched a new rugged in-vehicle terminal, the VX-601, which provides superb visibility from a large, bright, sunlight-readable touchscreen display; great durability; seamless connectivity and communications; as well as smart power management.
The VX-601 is suitable for challenging environments and diverse applications such as intralogistics, cold chain logistics, waste management, mining, harbour freight handling, agriculture and construction. The VX-601 is a full-featured industry-standard computer, based around a powerful Intel® Core™ i5-6300U 2.4 GHz CPU, with up to 8GB of memory, an 80mm M.2 SSD for storage, and internal mini-PCIe slots for expansion.
User friendly in-vehicle terminal
The VX-601 saves time and increases productivity with its outstanding user interface design. The ultra-bright 1200 nits display dims automatically in low light to save power and prevent eyestrain. Even in direct sunlight, a special anti-reflection layer is available to help keep the screen readable. Dedicated user-programmable function keys around the touchscreen provide instant access to important operations, including brightness and volume. A tough projected capacitive touchscreen (PCT) option is available for improved gloved operation.
Based on extensive experience with real-world applications, RuggON has developed the user-friendly DashON interface. With DashON users can easily monitor or adjust numerous important settings and features. RuggON also provides a complete SDK, allowing users to quickly develop their own applications.
Tough enough for any task
RuggON specialises in rugged design, and the VX-601 is built from the ground up for durability and reliability, with IP66 (IEC 60529), MIL-STD-810G and IEC 60721-3-5 Class 5M3 compliance. Waterproofed external connectors are available. Operating temperature range is -30°C to 55°C – with an optional defroster/defogger to keep the screen readable. Together, these features ensure the VX-601 will always be ready for action, in any environment, indoors or outdoors.
The VX-601 accepts a wide power input range, from 9 to 60 VDC, for compatibility with almost any vehicular electrical system. The built-in rechargeable 4500mAh battery pack not only acts as an uninterruptible power supply (UPS) during brief power outages, but provides 1.5 hours of working time for mobile use, or when an external power source is not available. Smart power management features include ignition sense support to prevent glitches caused by voltage transients. The power connector features any easy relea5se hand-rotatable mechanism to prevent accidental power cable detachment.
The in-vehicle terminal that’s designed for connectivity and expansion
This terminal provides an almost unlimited array of options for connecting to the world and other devices, and includes full GNSS support. Wireless communications are provided by 802.11ac WiFi at both 2.4GHz and 5GHz, High Speed Bluetooth and Bluetooth Low Energy (BLE). Wireless wide area network (WWAN) support is also available. Wired connectivity options include Gigabit LAN, as well as extensive I/O features for field operations, such as powered RS-232 plus a separate RS-232/422/485 socket, GPIO and CAN bus (SAE J1939 / OBD II support), and optional four channel video input.
Based on popular industry-standard hardware for ease of expansion and maximum hardware and software compatibility, the VX-601 supports Windows 10 IoT. RuggON offers a diverse range of accessories and peripherals to suit any application.
Read more about the RuggON VX-601 – the ultimate in tough, reliable in-vehicle terminal computers – as well as VX-601 accessories, and other products from RuggON, the rugged computer specialists, here: http://www.ruggon.com/
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May 15, 2017 • Features • MArne MArtin • Best of breed • Field Service Management Software • servicepower • Software and Apps
Marne Martin, CEO of ServicePower, takes a lens to the recent spate of merger and acquisition activity amongst field service management solution providers and explores why it seems everyone is moving towards a fully integrated platform approach...
Marne Martin, CEO of ServicePower, takes a lens to the recent spate of merger and acquisition activity amongst field service management solution providers and explores why it seems everyone is moving towards a fully integrated platform approach...
With a high velocity of M & A activity recently in the field service sector, many solution providers claim to be moving towards a “fully integrated platform” solution...
But just what does that mean and why would that be preferable to traditional best of breed solutions that tend to focus on specific functionality within field service management?
There’s a simple answer really.
It’s the customer. The customer is number one.
Customer satisfaction is the key to increasing profitability for organisations offering field based services.
To simplify service delivery and maximise profit, field service organisations must now consider customer satisfaction and the customer experience to be as or more important as the goal than the traditionally expected outputs from a mobile workforce management or field service management deployment.
To that end, field service organisations are looking to solution providers to offer truly end-to-end service and mobile workforce management functionality in a single cloud based platform, which addresses more than simply scheduling and mobility.
Service providers are looking for integrated self-entitlement and real time consumer communications, contract management, hybrid workforce management inclusive of optimisation and contract dispatching, warranty claim management, mobile dispatching for both employed and contracted labour, and integrated business intelligence, which increase productivity and reduce costs, while improving the customer experience and creating new ways to grow revenue from each customer.
Within the industry, solution providers have traditionally fallen into two categories. They were either a mile high and an inch deep, or a mile deep and an inch wide.
Mile wide solutions tend to offer more functionality to cover the spectrum from entitlement to scheduling, but failed to develop real expertise in must-have features like real time optimisation or hybrid workforce management.
So, though they offered more, they offered less, in terms of quality schedules, productivity and intelligent hybrid workforce dispatching.
Mile deep solutions tend to specialise, becoming expert in one or more functionalities, like enterprise mobility or schedule optimisation, but don’t offer end-to-end process support, like intelligent consumer portals, entitlement or warranty claims management.
As service providers realise that to grow, they need to simplify service delivery and offer more valuable services to customer to build loyalty, NPS and ultimately, more revenues long term, a single vendor solution which supports end-to-end process becomes very important.
Customers have driven service providers to offer more, and the service providers are driving solution providers, like ServicePower, to offer more, and offer best in breed functionality for the entire service process.
ServicePower realised this back in 2004.
Working with long term client, GE Appliances, we realised that offering mobile workforce software which only provided schedule and route optimisation, albeit the best optimisation on the market, wasn’t enough.
We began to develop additional functionality to provide mobile dispatching, asset tracking and most importantly SaaS hybrid workforce management. The industry realised that the best way to control service costs, while maintaining customer satisfaction was to integrate contractors within their labor models.
We also realised that managing contractors was very different than managing employees, so added functionality to intelligently select employees or contractors, dynamically selecting the best contractor based on ranking and rules logic.
Best of breed means something different now than it did just two years ago.
So, we’ve added that functionality, as well asset and inventory management.
Even more recently, we added an intelligent consumer portal which allows consumers to schedule jobs with our client’s hybrid workforces, increasing the number of digital touch points, creating a seamless, satisfying self-service experience, which increases the lifetime value of each customer by as much as 6 times.
So, are best of breed dead mobile workforce management providers dead? No. Best of breed means something different now than it did just two years ago.
To be best of breed, providers must offer end-to-end field service management capability that’s a mile high and a mile deep, to ensure every single part of the process is digital, optimised, and fast and offers more than the customer expected.
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May 15, 2017 • News • Future of FIeld Service • Research Nester • Energy • IoT
Research Nester has recently announced its latest research on “Global Internet of Things (IoT) in Energy Sector Market: Global Demand Analysis & Opportunity Outlook 2023”.
Research Nester has recently announced its latest research on “Global Internet of Things (IoT) in Energy Sector Market: Global Demand Analysis & Opportunity Outlook 2023”.
Rapid growth of urbanization across the globe is changing the way of using devices and things present in the technological environment. Internet of Things (IoT) in energy sector includes the devices and software which have connectivity feature with internet. The devices are embedded with sensors, chips, and others to enhance the user’s experience and to increase the operational efficiency of the operations in energy sector.
These devices and software are efficient to operate various tasks with less time consuming methods. The growing need of internet enabled devices and rising need of internet connectivity are some of the major factors which are anticipated the positive growth of internet of things in energy sector globally. Technological advancements in semiconductors offer the advantages to develop lightweight and efficient devices which are much smarter than the conventional and heavy devices. Internet of things (IoT) in energy helps the sector to reduce the loss of resources and also help them to optimize the use of available resources through smart grids.
Moreover, rising need of remote monitoring systems and internet enabled devices had supported importance of internet of things (IoT) in energy sector especially in utility and power distribution. These devices and systems enabled to operate efficiently and serve better to consumers.
The growing concern towards energy management is one of the major factors which are fuelling the demand for internet of things (IoT) devices and software.
The connected devices help the users to maintain their lead time and increase their operational efficiency. The demand for power and fuel is growing in developing countries across the globe due to rapid pace infrastructural development. These factors are creating a huge pressure on the energy sector to increase the supply by utilising their resources efficiently.
Further, rapid pace development in energy sector including the power and oil & gas sector is changing the ecosystem of these sectors. Urbanization across the globe is increasing the demand for resources such as fuel, power and others. In addition to this, the robust pace in smart cities and smart infrastructure in various developed countries such as U.S. and others are encouraging the energy sector to adopt advanced technology such as internet of things (IoT).
Moreover, the smart power grids are showcasing a tremendous growth on the back of rapid adoption of IoT in energy. The construction of smart power grids with hundreds of sensors and devices further help the energy sector to increase the response and supply.
Privatization and newer regulations is expected to increase the penetration of internet of things in energy sector. Government authorities are taking initiatives in developing regions such as Asia-Pacific, Europe and others to strengthen the energy sector by adopting internet of things (IoT) in energy sector. The setting up of smart cities along with growing concern towards optimisation of resources is bolstering the growth of IoT in energy. However, issues related to security and privacy of data and connectivity of devices is the major restraint for the market which is creating cynicism among the end-use sector.
The global internet of things (IoT) in energy market reached USD 6.8 Billion in 2015 and the market is expected to reach USD 26.5 Billion by 2023
From a field service perspective it is interesting of course to see yet further evidence in the rapid rise of IoT given the comprehensive impact it is set to have on our industry.
To know more about this research visit: http://www.researchnester.com/reports/global-internet-of-things-iot-in-energy-sector-market-global-demand-analysis-opportunity-outlook-2023/256
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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