In the final feature in our series of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we ask can the blended workforce model work for a field service organisation in any vertical...
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 17, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce
In the final feature in our series of our excerpts from a new and exclusive Field Service News Essential Guide published in partnership with ServicePower we ask can the blended workforce model work for a field service organisation in any vertical sector?
With the benefits of a blended workforce model becoming increasingly apparent, the case for broader adoption of the blended workforce in the field service sector seems to be becoming clear. But is it an approach that is suitable for all field service companies? Or is it better suited to specific industry verticals?
Across this series we have outlined the benefits of the blended workforce model, explored the challenges in bringing everything together into a cohesive whole and discussed the role technology can play in overcoming those challenges.
We have also heard from service leaders who represent the best-in-class when it comes to leveraging the blended workforce model, and each of these companies, Ericsson, Ideal Boilers and Electrolux, operate in very different industry sectors. However, as we saw when looking at the core drivers for each of these companies to embrace a blended workforce model, we also saw many similarities. Seasonality in particular was a common thread in all of the interviews we undertook when developing this guide and its accompanying documentary.
So perhaps the biggest question that remains is whether the blended workforce model is suitable for companies in all industry verticals?
“Variable demand is probably one of the key drivers to think about first,” states Adam Gordon, Head of Network Planning and Operations, Ericsson.
“After that, we can begin to consider where that variable element comes into play. Is it geographical where you need the support? Is it seasonality where you need the support? Is it utilization of the workforce? Do you have a higher cost than you need to?
“All of these questions are important, but for me, the trigger question remains do I have a variable demand? If the answer to this is yes, then the problem is where is that variable demand and that will then lead to thinking about the blended workforce model.
“At Ericsson, with all the multitude of skills that we need, the geographical locations, the seasonal impact, it is definitely a variable business. Our use of a blended workforce model allows us to manage that in a way where every penny we spend is basically is adding value.”
"Varying sectors will have different levels of pressure and I actually think that’s one of the key barriers and one of the reasons we’ve seen maturity within some industries rather than others." - Chris Jessop, Ideal Boilers
Ideal Boilers’ Customer Service's Director, Chris Jessop also feels that the blended workforce model could apply to most sectors.
“At a certain level the blended workforce model applies to most sectors,” he explains.
“Varying sectors will have different levels of pressure and I actually think that’s one of the key barriers and one of the reasons we’ve seen maturity within some industries rather than others. The white goods sector is probably leading the way with hybrid workforce models. As a concept, it is well established within that industry, and the reason why it’s been very successful is that the customer expectations with a white goods repair visit if it is done within a reasonable time-frame, is acceptable.
“Other industries, such as the heating industry, customers want their heating back on the same day. As a provider within this sector, we’ve got to make sure we have the processes in place to try and live up to those customer expectations. It is that level of customer expectation, which a lot of companies see as a barrier to adopting the blended workforce.”
This is echoed by Steve Zannos, Senior Director Service Delivery, Electrolux as he reflects on the suitability of a blended workforce model across other industry sectors beyond his own.
“For us at Electrolux, having a third-party network helps us balance help the peaks as well as helps us in some of the remote areas where maybe we’re not going to have a technician.,” he explains.
“Our goal is that the experience is the same whether it’s an independent service provider or factory service technician, and how we give them the tools to do that, whether that’s knowledge management, us being smarter from a triage perspective, and parts identification or improving our parts supply chain to get the right part to the right place at the right time.
“All those things I think, are doable, the technology is out there to do it. Ultimately, it’s how and what you need to do to leverage that network, but I certainly think blended network adoption is going to grow.”
Indeed, the blended workforce model, as we have seen in this series can deliver significant benefits to all companies with variable demand on their field workforce and while a complicated process to implement, with many moving parts, the technology is now available to overcome those challenges.
With a customer base that sits across a wide array of industries, perhaps no one is better placed to answer this question than Frank Gelbart, CEO ServicePower, whose team have probably more touch-points with companies effectively harnessing the blended workforce than any other organisation in the world.
“To take the plunge with a blended workforce model, what we’re seeing is that really the biggest impediment is that it requires dedicated resources within a company to recruit, train, certify and manage a third-party workforce,” Gelbart states.
“To me, this seems to be only real barrier to the blended workforce gaining even more traction than it already has.”
Many things are changing in the field service sector as we build a new normal in a post-pandemic word. The blended workforce is coming. Are you ready?
Want to know more?
Field Service News subscribers can access the Essential Guide to the Blended Workforce instantly by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews of those service leaders featured in this guide in our Digital Symposium section of the website which is available @ www.fieldservicenews.com/digital-symposium
Data usage note: By accessing this Essential Guide you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
Further Reading:
- Read more about managing the mobile workforce @ https://www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
- Read more about the blended workforce @ https://www.fieldservicenews.com/hs-search-results?term=blended+workforce
- Read more about the impact of the pandemic on the field service sector @ https://www.fieldservicenews.com/en-gb/covid-19
- Discover this months selection of available resources on our FSN Standard subscription tier @ https://www.fieldservicenews.com/fsn-standard-resources
- Find out more about the solutions ServicePower offer @ www.servicepower.com/
May 14, 2021 • Features • Augmented Reality • Digital Transformation • Help Lightning
Kris Oldland, Editor-in-Chief, Field Service News welcomes Gary York, CEO and Evans Manolis, Senior Consultant Help Lightning as the group discuss the practical considerations of implementing Augmented Reality in Field Service.
Kris Oldland, Editor-in-Chief, Field Service News welcomes Gary York, CEO and Evans Manolis, Senior Consultant Help Lightning as the group discuss the practical considerations of implementing Augmented Reality in Field Service.
The discussion looks at whether Augmented Reality (AR) is set to become a key part of the field service toolkit, how the shift to remote services will change the role of the field service engineer, the importance of effortless when it comes to new technology, how AR can improve multiple facets of field service operations and how it can be implemented effectively within just a matter of months.
In this excerpt from that full hour long interview the conversation turns to discuss whether we have finally reached a tipping point in terms of the use of AR in field service and if its incorporation into field service operations has now become seamless.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
For further information on this topic read the latest exclusive Field Service News white paper that features additional insights on Augmented Reality
Subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.
If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soon as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.
May 14, 2021 • Features • Telecommunications • Blended Workforce • Managing the Mobile Workforce • Ericcson • Adam Gordon
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, produced in partnership with ServicePower Kris Oldland, Editor in Chief spoke with Adam Gordon, Head of Network Planning & Optimisation, Ericsson
In this final excerpt from that interview, we hear Gordon's opinion on whether field service companies from any sector can adopt the blended workforce model to improve their service delivery.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Gordon in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
May 12, 2021 • News • Digital Transformation
In this second feature in a series of excerpts from an exclusive Field Service News white paper published in partnership with Help Lightning, that is exploring the practical questions surrounding Augmented Reality in field service operations we...
In this second feature in a series of excerpts from an exclusive Field Service News white paper published in partnership with Help Lightning, that is exploring the practical questions surrounding Augmented Reality in field service operations we discuss how as we see remote service becoming more sophisticated the role of the engineer is destined to evolve...
If you would like to read this exclusive paper right away Field Service News
subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.
If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soon as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.
As we touched on in the previous segment, AR’s adoption will not just improve existing workflows as technologies such as mobile and cloud have done in our industry previously. It will completely change the way we think about service delivery entirely.
There are many benefits to moving towards a remote as a default approach, including significant benefits for the customer and service provider. However, there remain many benefits for both parties in the service relationship in having an engineer or technician on-site.
The reality is that the answer will almost certainly lie in a hybrid model that blends the benefits of both service delivery mechanisms, but is there an optimum balance between remote and on-site that is emerging amongst those companies that have pioneered the use of AR in remote service delivery?
Having been directly involved with helping a significant number of these early adopters achieve success through the use of AR, Evans Manolis, Senior Consultant, Help Lightning, is perhaps one of the most experienced people in the field to offer insight into this complex equation.
“We’re seeing the transformation of the traditional field service engineer,” Manolis explained when he appeared on the Field Service News Digital Symposium.
"I think the future of the field service engineer will never go away; they will always be needed at some point to go out and physically fix a piece of equipment that can’t be fixed remotely..."
“When you think of the traditional field service engineer, you think of someone who’s coming in under cover of darkness, going through the piece of equipment, fixing the piece of equipment and getting out under cover of darkness. In a nutshell, that was field service several years ago. However, what we’re seeing now is the transformation where the field service engineer is becoming the trusted adviser and acting in a more consultative manner than ever before.
“With this in mind, I think the future of the field service engineer will never go away; they will always be needed at some point to go out and physically fix a piece of equipment that can’t be fixed remotely. However, I think on top of that, you’re going to see a field service engineer that comes in and talks to the customer about the marketplace that speaks to them about the value of service and the value of the service they’re providing.
“For the customer, having the ear of that subject matter expert is incredibly valuable. For the service provider, of course, that position of trusted advisor allows the engineer or technician to talk to the customer about that potential up-sell and cross-sell opportunities in a manner in which the customer is not threatened and doesn’t feel like they’re being sold to.
“With regards to a hybrid model that brings out the best of remote and on-site service delivery, what we’re seeing amongst many of our customers, is a move to remote service first.
“This means the traditional process of having a call coming into technical support, undertaking some initial triage potentially escalating the call to level two and then automatically dispatching an engineer, that’s now going away.
“We have a number of our customers that have adopted the rule within their service process that they will not dispatch until they have their technicians eyes on the problem. Until they start a remote visual assistance call, they will not dispatch.
“This approach has two key benefits, firstly, it leads to more remote fixes.
“Secondly, if you are going to dispatch you know the nature of the problem clearly, you see what parts may or may not be needed and you have a better understanding for the field engineer that when they get on site. They know exactly what you’re going to see because it has already been seen it in technical support.
“That’s the essence of remote service first, and we’ve seen a big push in the industry going that way.”
If you would like to read this exclusive paper right away Field Service News
subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.
If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soon as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.
May 12, 2021 • Features • servicepower • Blended Workforce • Managing the Mobile Workforce • Documentaries
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce...
Field Service News in Partnership with ServicePower. have produced an exclusive documentary that explores the role of the blended workforce model in field service operations, the challenges in making it work, the significant benefits it can produce and whether the pandemic and the capacity crisis we face as we turn towards recovery will be a further driver for its wider adoption.
In this excerpt from that documentary, we ask whether the blended workforce model is suitable for field service organisations working across any industry verticals.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interviews recorded for the documentary in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
May 10, 2021 • News
Kris Oldland, Editor-in-Chief, Field Service News makes a major announcement of a new platform within the Field Service News Digital Symposium. FSN Elite is now officially live and within a beta-launch.
Kris Oldland, Editor-in-Chief, Field Service News makes a major announcement of a new platform within the Field Service News Digital Symposium. FSN Elite is now officially live and within a beta-launch.
FSN Elite is an industry-wide collaboration platform that will feature regular hour-long discussion sessions focused on community collaboration and idea-sharing.
At the same time Oldland has also announced FSN Live! which will be three events, in two days in one location - held later this year at Edgbaston International Cricket Ground, Birmingham, UK in late October this year. A full announcement on this live event will be made later this week.
As well as this FSN Elite members will also be able to access the Field Service News Masterclass Program - a unique series of online courses each designed to give you a blueprint to help you improve the performance of your field service operation and your own performance as a service leader.
FSN Premium subscribers will be receiving log-in details for FSN Elite within the coming days. If you are yet to subscribe to FSN Premium you can do so @ www.fieldservicenews.com/subscription
(Hint watch the video until the end for a 33% discount code for your first year's subscription to FSN Premium!)
May 10, 2021 • Features • Digital Transformation
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Clay Barker, Director of Service and Support, Revolution Retail Systems about their use of Augmented Reality within their field service...
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Clay Barker, Director of Service and Support, Revolution Retail Systems about their use of Augmented Reality within their field service operations.
During the discussion, Barker outlines how the tool has driven multiple benefits across their field service operation including improving customer satisfaction and increasing first-time fix rates as well as outlining how they achieved an effective roll-out which achieved excellent adoption rates in just three months of implementation.
In this excerpt from that conversation Barker explains how Revolution Retail Systems have incorporated Augmented Reality tool, Help Lightning into their contact centre triage workflow.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
For further information on this topic read the latest exclusive Field Service News white paper that features additional insights on Augmented Reality
Subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.
If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soon as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.
May 10, 2021 • Features • Samir Gulati • servicepower • Blended Workforce • Managing the Mobile Workforce
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, Kris Oldland, Editor in Chief spoke with Samir Gulati Chief Marketing and Product Officer and Frank Gelbart, CEO...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, Kris Oldland, Editor in Chief spoke with Samir Gulati Chief Marketing and Product Officer and Frank Gelbart, CEO of ServicePower.
Here Gelbart and Gulati offer their in-depth insight and expertise around how the systems that are required to manage the complexity of the blended workforce model within the already complex operations of field service delivery
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Gulati and Gelbart in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing the documentary you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
May 07, 2021 • Features • HVAC • Blended Workforce • Managing the Mobile Workforce • Chris Jessop • Ideal Boilers
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer...
As part of a series of interviews for an exclusive Field Service News Documentary on the Blended Workforce in the Field Service sector, developed in partnership with ServicePower, Kris Oldland, Editor in Chief spoke with Chris Jessop, Customer Service Director, Ideal Boilers
In this excerpt Jessop outlines the systems that Ideal Boilers have in place in order to handle the complexity of working with a blended workforce model across their mission-critical field service operations.
Want to know more?
Field Service News subscribers can access the documentary "The Blended Workforce and the New Normal" by clicking the button below:
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free and get instant access to the documentary and other selected resources available on our free forever, FSN Standard subscription tier.
If you hold either a FSN Premium or FSN Elite subscription you can find the full interview with Jessop in our Digital Symposium section of the website which is available at www.fieldservicenews.com/digital-symposium
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, ServicePower who may contact you for legitimate business reasons to discuss the content of this report.
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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