AUTHOR ARCHIVES: Kris Oldland

Research reveals that one third of organisations are challenged with gaps in skills, yet only 5% will increase their training to meet the changing customer demands in the future whilst 60% stated a future adviser should be able to handle complex interactions, yet only 11% stated advisers should have decision making skills...

Based on new research [1], UK customers are likely to find themselves dealing with contact centre agents who are untrained to service with their requests.  The research, commissioned by outsourced contact centre specialists Kura in partnership with the CCA (Contact Centre Association), set out to understand where businesses were positioned today and their ambitions for the future.

Responses from across 74 organisations were gathered to reveal current challenges, barriers to improvement and predictions for the future of the contact centre agent.

Although a third of organisations surveyed recognised that they have a skills gap with staff not fully equipped to answer the needs of their customers, only five per cent have committed to increasing their training budgets to address this.

“Whilst many organisations look to broaden their multi-channel offering, this places an added strain on agents who are then dealing with a greater number of channels.” said Brian Bannatyne, Kura’s Chief Executive. “While simple queries can be resolved through self-service offerings, more complex interactions across multiple channels would need to be handled by a well-trained agent.  If this interaction is dealt with poorly, it could have a serious impact on the customer relationship and future business prospects.”

 

Interestingly, according to the survey, the two skills most desired in contact centre agents of the future are the ability to handle multi-channel interactions (76%) and a high level of training to service complex interactions (59%) highlighting the increasing demands on contact centre agents.  This is supported by the fact that two-fifths of respondents believe that the primary purpose of today’s contact centre is to improve service by handling more complex requests.

“Based on the results of this study, most would agree that the days of the transactional contact centre are limited yet many are delaying the investment in agents that will be required to adequately service the customer of tomorrow.” added Brian Bannatyne.

“Not addressing this training deficit now will only cause greater frustration for agents and more problems down the line as the demands of the average customer continue to evolve.  At Kura, we do things differently, we’re not like other organisations, we’re building a unique culture that looks after people.  When you build a culture that looks after people, you grow people who look after customers.”

The key challenges identified by the contact centre professionals surveyed included ‘Increasing customer self-service’ (68%) and ‘Reducing customer effort’ (61%).

Participants in the research were from organisations in both the private and public sectors, including outsourcing organisations as well as in-house contact centres, responsible for different-sized operations.

 

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[1] These statistics are from new original research from CCA in partnership with KURA where 74 organisations shared their opinions on future service strategies – Oct, 2016.  The survey findings were analysed and interpreted in a desk research phase alongside contextual information from other sources including CCA’s research archive.

 

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Late last year Retriever Communications celebrated a 20-Year Anniversary of providing mobile strategies to industrial enterprise with the mobile-first company looking back at two decades of sustainable growth and innovation and putting forward the argument that experience trumps transient fashion...

Retriever Communications, a global provider of mobile automation solutions for enterprises in the industrial space, celebrates its 20th anniversary this month. Born from the mobile-first vision of its founder and CEO, Mary Brittain-White, Retriever helped bring field service management into the 21st century with its robust and intuitive mobile applications, while continuing to innovate based on the latest technologies and end-user research.

"In some tech hubs of the world, the pursuit of youth and unicorns has overshadowed understanding of what enterprises actually need. We built Retriever on the basis of experience, sustainability and understanding of our own and our customers' environments. Retriever's 20th anniversary celebration is a testament that this model works and it is here to stay. There's something to be said for validation and experience," said Mary Brittain-White.

 

Retriever Communications has been featured by Gartner in its Magic Quadrant, Field Service Management, for the past four years in a row. This year, Retriever was the only vendor in the Quadrant not to lose a single customer over the past year and had the highest customer satisfaction results.

In fact, Retriever's average customer relationship spans more than 10 years. "Our experience and research show that customers want industrial-strength apps that are responsive and robust, not gimmicky. And in addition to developing apps that work well regardless of the connectivity environment, we also take a hands-on approach to service, so our customers know we are always there for them," Mary Brittain-White added.

Retriever serves enterprises in a variety of industries across 3 continents, helping companies streamline their field operations, witnessing increases in productivity of 20-35 percent, improving customer service and cutting IT costs.

 

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With a handy announcement from Gartner arriving just in time for their annual European conference Maximize Europe, ServiceMax were in buoyant mood across the two days in Amsterdam. Kris Oldland, Editor-in-Chief, Field Service News was on hand to get reaction from ServiceMax’s Dave Yarnold and Rick Gustafson...

With in excess of three hundred attendees sitting in the main hall of the Krasnopolsky Hotel in Amsterdam waiting for Dave Yarnold’s keynote speech, the mood in the ServiceMax camp was already on a high. However, what tipped the mood into one of true celebration was the announcement just a few days earlier that the San Francisco based company had just come out at the top of the pile of the much awaited Gartner Magic Quadrant Field Service report.

With a whole bunch of product innovations and customer success stories already lined up for the next two days - this recognition from Gartner really was perfectly timed - adding both a sense of gravitas and triumph to the sessions across the two days of Maximize Europe.

“We didn’t know when it [the Gartner announcement] was going to hit the street so everything you saw, the whole presentation around our model, our platform, our services, and our passion was already in place. But then we were able to insert the validation of all of that as well,” comments Dave Yarnold, CEO of ServiceMax as I caught up with him a little later in the day.

“It was a beautiful thing to be able to come here present our mission and our progress and then show that validation from a really credible third party - it was really fantastic. The timing was terrific,” he adds.

 

Indeed, one of the biggest factors in why the Gartner Magic Quadrants are so widely acknowledged as key industry benchmarks is that it they are not just based on a set defined group of criterion from one organisation, but also upon feedback from each company’s own clients. This is something that makes the recognition even more important for Yarnold.

“It’s the biggest thing,” he says. “Everybody meets with these analysts and everybody presents their products but where there the rubber meets the road is the references.”

“Being able to give the analysts lots and lots of accounts with lots of companies getting results from their operations and then of course the specific comments that were made in the report about large companies expanding their global roll outs and actually getting all kinds of great financial returns - those are the things that go beyond hype,” he adds.

However, one gets the feeling that even without the Gartner announcement, the conference would have been a very upbeat affair. Field Service News has now attended the last three Maximize Europe events in a row and there are considerably more people and more buzz about the place than there was at the inaugural event held in Paris just a few years ago.

“We changed our strategy a little bit this year,” explains Yarnold when I comment on the growth of the event. “Instead of having a major event in San Francisco and two minor events in Europe and APAC, we’ve acknowledged all three regions are important to our business so rather than force our European or Japanese customers to fly to San Francisco we decided to make a concerted effort to do a great event in all three places.”

“I think what’s important when you're trying to grab the hearts and the minds of a group is you have to create an environment for the tribe to get together so they can share experiences and learn from one another,” Yarnold continues.

“Even at lunch I was introducing companies who were saying ‘oh you're a ServiceMax user that’s great, we use your parts in our products so let's talk’ and that really helps. It helps them with their business and clearly it helps us because they’re bonding around the experience that they’ve had with us.”

There was one slide in particular that really caught my eye in the morning’s opening sessions and that was the sheer number of partners within the ServiceMax ecosystem, the market place for which was only launched just over a year ago. I was keen to understand just how important that partnership ecosystem was in the continuing success and vision of ServiceMax and what role it would play in the future of the company.

“Several years ago we came to a couple of realisations,” opens Yarnold when I discuss this with him.

“One was that at the time, we were doing all of our implementations because customer satisfaction was so important to us - we wanted to make sure that every single customer was thrilled with us. However, we reached a point where continuing to do that would mean it would be really hard to scale the company. Also we were broadening our geographic presence and we needed to have partners that operated locally, using the local language.”

 

“The other thing that we were seeing, especially as we got into larger situations, was there were areas of functionality that it just didn’t make sense for us to build when some of our partners had that functionality.”

“Still we were surprised how fired up those partners were to engage with us and the last time I checked about half of our customers have actually used one of our partner’s products in conjunction with ServiceMax. It’s been really great to see that since we set up that partner market place . We can’t do it all so we’ve been thrilled with the support we’ve got from the partner community.”

In terms of the technology itself there was one definite show-stealer Field Service Connect, ServiceMax’s IoT solution, which was showcased with a number of successful case studies. Given the relative infancy of the product which launched just over a year ago, were the team at ServiceMax surprised how quickly these customers were able to show real value in using the tool?

“I was not surprised by it all,” replies Rick Gustafson, CFO, ServiceMax. “We’ve brought to market a nice bite-sized way to go about this that can deliver real business value. We’ve had the early adopter program which we’ve run half a dozen customers through it and now we have a couple of customers that are going to expand it broaden it out across the business.”

“I think the key to this is we boil it [IoT] down to a very simple value proposition and we talk about it as a way of getting started with IoT. We make it very understandable, very pragmatic, with well-defined outcomes and when we sit down with the customers we intentionally say let's focus on two or three use cases lets not try to boil the ocean,” Yarnold adds.

“The key to these hype areas is you’ve got to get some value for your early customers otherwise everybody says it was just over-hyped and it dies. Here there is real business value,” he concludes.

It would seem that both an army of satisfied customers and now Gartner themselves would agree with him too.

 

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Infographic from ClickSoftware explores the consumer and suppliers views of key field service consumer frustrations...

 

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GE Digital yesterday announced that it has completed the acquisition of ServiceMax, a leader in cloud-based field service management (FSM) solutions, for $915 million.

The acquisition provides GE Digital with new capabilities in the $1 trillion market for industrial service, enabling customers to immediately gain more value from their assets and find greater efficiency in their field service processes.

GE Digital's Predix solution is positioned as the only software platform that offers complete connectivity from the edge to the cloud and computing capabilities at every level of the industrial software stack.

Combining Predix with ServiceMax technologies GE Digital believe that they will be better positioned to help their industrial customers accelerate productivity outcomes for industry by combining cloud-based mobile applications with Predix. This acquisition brings together the use of digital twins, cloud applications and big data analytics with world-class field services domain expertise to unlock asset productivity for industrial customers. With this acquisition, GE will add analytics and insights into the ServiceMax logistics, workforce optimisation and deployment models.

The ServiceMax platform provides a full suite of applications, including inventory and parts logistics, scheduling and workforce optimisation, and work order management. As a result of this transaction, customers will be able to access these offerings from a modern rapid application development cloud and field-ready mobile platform that combines the strength of GE’s deep domain expertise and advanced industrial portfolio with ServiceMax’s field service expertise. The company will leverage the Predix platform to further the development of additional industrial applications focused on service delivery.

 

“This acquisition advances our vision of building a Predix-powered industrial world. Improved productivity is critical for industry, and digitising field services is a cornerstone of a successful digital industrial strategy,” said Bill Ruh, CEO, GE Digital. “By combining our technologies with ServiceMax, we continue to enhance the overall Predix technology stack for our customers. This transaction, along with our previous acquisitions of Wurldtech, Meridium, BitStew and Wise.io, is directly aligned with our strategy to drive growth both inorganically and organically by building the capabilities to support the digital industrial transformation through Predix, APM and the Digital Thread.”

Together, the companies have already driven significant productivity for GE and going forward they will co-develop service products and accelerate commercialisation in order to drive additional value for customers. GE estimates there is a market-wide opportunity to improve service productivity by $25 billion through the use of analytical tools.

Morgan Stanley acted as exclusive financial advisor to ServiceMax with Gundersen Dettmer LLP serving as legal counsel for ServiceMax. King & Spalding, LLP served as legal counsel for GE Digital. The transaction closed on January 10.

 

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In the final instalment of our series decoding the various acronyms and abbreviations found in the world of rugged devices we explore the meaning of ATEX certifications...

When looking at a rugged devices spec sheet we will often see the words ATEX certified. So what is ATEX certification who is it relevant to and why is it important?

ATEX is the name given to two European Directives relating to controlling explosive atmospheres. The name actually comes from the French term ‘Atmospheres Explosibles’ and generally if you don’t think you need your devices to be ATEX certified then the likelihood is they don’t need to be - because if your devices do need to be ATEX certified then they really, really do need to be ATEX certified and you should know all about the subject already.

However, for the rest of the class and as a general recap lets take a quick look through the world of ATEX, starting by what exactly is an explosive environment.

So what is an explosive atmosphere?

Contrary to popular belief, in official terms at least, explosive atmospheres are not those situations where you’re engineer turns up 2 hours late and then realises within 5 minutes he doesn’t have the right parts in his van.

In the realms of ATEX at least, an explosive atmosphere can be caused by flammable gases, mists or vapours or by combustible dusts. If there is enough of the substance, mixed with air, then all it needs is a source of ignition to cause an explosion.

Of course explosions can cause loss of life and serious injuries as well as significant damage to company property, assets and equipment. Therefore, preventing releases of dangerous substances, which can create explosive atmospheres, and preventing sources of ignition are two widely used ways of reducing the risk.

 

Using the correct equipment can help greatly in this, and if your customers operate in such environments, then it is vital (and probably contractual) that your engineers also comply with the regulations. This means that if you want them to benefit from the various positives of a digital workflow then the devices you provide them with must be ATEX certified.

Where can explosive atmospheres be found?

Perhaps surprisingly for some, ATEX workplaces are not restricted to oil refineries, petrol stations or grenade factories.

In fact, many workplaces may contain, or have activities that produce, explosive or potentially explosive atmospheres. Examples include places where work activities create or release flammable gases or vapours, such as vehicle paint spraying, or in workplaces handling fine organic dusts such as sawdust or grain flour - yes even an old flour mill can be a potential home for violent explosions.

So what exactly is ATEX?

As mentioned earlier ATEX is the name commonly given to the two European Directives for controlling explosive atmospheres:

1) Directive 99/92/EC (also known as ‘ATEX 137’ or the ‘ATEX Workplace Directive’) on minimum requirements for improving the health and safety protection of workers potentially at risk from explosive atmospheres.

From the field service providers point of view this is the area of ATEX that your customers need to worry about.

2) Directive 94/9/EC (also known as ‘ATEX 95’ or ‘the ATEX Equipment Directive’) on the approximation of the laws of Members States concerning equipment and protective systems intended for use in potentially explosive atmospheres.

Now this is the one that from a field service operations perspective we need to pay closer attention to, because it is our responsibility to ensure our engineers are given ATEX certified devices if we are sending them into such an environment. Fortunately, many rugged tablets are ATEX certified so selecting one shouldn’t be too big an issue.

So what about those outside of Europe?

OK, so this is where things get a little complicated as there are essentially three separate certifications across the globe. In the USA there is Hazloc which is part of the National Electronics Code.

Hazloc and ATEX aren’t necessarily interchangeable - i.e. Hazloc certified devices would not be acceptable to use within the EU unless they are also ATEX certified.

 

As for us folks stuck in dear old Blighty?

Well when Great Britain pulls the plug on Europe and triggers Brexit as with many EU directives change will be required, although in this instance we’ve pretty much got it covered with our own regulatory equivalent of Directive 99/92/EC which are put into effect through regulations 7 and 11 of the Dangerous Substances and Explosive Atmospheres Regulations 2002 (DSEAR).

However, there is also the IECex certification which is a conformity Scheme developed by The International Electrotechnical Commission (IEC). The hope is that the IECex will eventually become a single mark of conformity that can be accepted worldwide in order to facilitate trade and reduce certification procedures and costs. In essence, “one standard, one test, accepted everywhere.”

Why the ATEX sign is so important

Basically, manufacturers/suppliers (or importers, if the manufacturers are outside the EU) must ensure that their products meet essential health and safety requirements and undergo appropriate conformity procedures.

This usually involves testing and certification by a ‘third-party’ certification body (known as a Notified Body) but manufacturers/suppliers can ‘self-certify’ equipment intended to be used in less hazardous explosive atmospheres. Once certified, the equipment is marked by the ‘EX’ symbol to identify it as such.

Certification ensures that the equipment or protective system is fit for its intended purpose and that adequate information is supplied with it to ensure that it can be used safely - which means that you can assure your customers and your staff that you have taken the required steps to offer safe working conditions whenever challenged by a potentially explosive environment.

 

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A selection of ATEX certified tablets...

AEGEX 10: €2,559.00 Aegex’s modern tablet will be the first of its kind to run Windows 10 furthermore be affirmed ATEX Zone 1, IECEx Zone1 and UL C1D1 for worldwide use on the planet’s most dangerous situations.

PANASONIC FZ-G1. € 2,749.00 The FZ-G1 is built to operate flawlessly in every environment - from intense heat and sunlight, to pouring rain and freezing temperatures.

XPLORE BOBCAT: €2248.92 With a MIL-STD-810G rating, optional hazardous area ATEX/IECEx Zone 2 certification (Pending), and Windows 8.1 Pro, the Bobcat can go from the boardroom to the work site without missing a beat and looking the part in every situation.

Getac T800 ATEX Windows Tablet: €2,317.00 Built for today’s mobile workforce, the new Getac T800 ATEX Windows Tablet features an 8.1 inch display, the latest wireless technology and unique SnapBack add-ons and runs Windows 8.1 Pro

Bartec Agile X Tablet PC: €3,222.00 The BARTEC Agile X is an extremely slim-line, rugged and highly flexible industrial tablet PC for rough environments. Thanks to its broad range of functions, the Agile X is the perfect assistant to service technicians, operating staff, engineers and project managers in the field and in industry.

 

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Call centres staffed by operatives who are not able to make decisions rate considerably worse than call centres that can automate processes, research from [1] Inisoft reveals...

The poll of 2,000 UK adults overturns the received wisdom that automation is a bad thing for customer experience.

Top irritations for customers were:

1. Having to repeat your complaint to multiple people (58.40%)
2. Being placed on hold repeatedly during the call as staff checked policy (40.40%)
3. Feeling like the person you’re speaking to is reading from a script (32.00%)
4. Not feeling that the person you are speaking to has the authority to fix the problem (31.70%)
5. Feeling like the person you are speaking to is insincere (15.40%)

“All of the major customer bugbears are the sorts of experiences typical in a call to a poorly equipped call centre.” said Oonagh McBride, the Head of Inisoft.

 

“Ironically, call centres that lack proper automation tend to give customers the impression that they are talking to automatons.  A poorly equipped call centre will have staff floundering to find the answer to increasingly complex enquiries from customers, leading to delays, inconsistency and frustration.  When confronted with ill-prepared call centre staff, customers often express fury.”

The research also highlighted the importance of agent confidence when it comes to hearing customer problems and going off script if required.  In fact, 75% of those polled stated that receiving an apology was important.  For those aged 35-54, over 30% consider the apology to be ‘very important’.

Oonagh added: “The more technology that call centre operatives have at their disposal, the more they are able to do what they do best, which is to communicate naturally with customers in the sure knowledge that they have all the resources they need.”

Perhaps unsurprisingly, only 6% of customers claim that their experience with contact centres is always good – or that there were no frustrations.

 

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1] Research carried out by Censuswide for Inisoft between 9th-11th November 2016.  Omnibus poll took a representative sample of 2,002 UK adults.

 

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The IFS World Conference has been held in Barcelona and Boston in recent years, A telling testament to the Swedish software company’s growing importance on the global stage. However, in 2016 it was time for a successful homecoming as the conference headed to Gothenberg.

Field Service News was there to report on the key announcements made...

At the IFS World Conference in Boston held 18 months ago the headlines were all about milestones. The company had recently hit their millionth user, Applications 9 had just been launched and key partnerships with the likes of Microsoft and Accenture had seemingly launched them into the world of enterprise level organisations as a genuine challenger to the likes of SAP and Oracle.

So looking ahead to this year’s event in Gothenberg there was an anticipation of just how the Swedish ERP provider had moved onwards from those milestones - just how much progress had been made?

However, just ahead of the conference in September 2016 it was announced that private equity firm EQT had acquired 97% of the company which added a further dynamic to the backdrop of the conference’s three day agenda - what did the acquisition mean for IFS and would it change the roadmap for better or for worse?

These questions were addressed swiftly as Alistair Sorbie, CEO IFS took the stage for the opening keynote session - and the message was clear.

It was still business as usual and field service remained a significant priority for the company.

This sentiment was echoed when we spoke to Paul Massey, Managing Director, IFS Europe West, about the take over.

“They’re very hands off, have been positive in terms of their messaging and are supportive of the existing management” Massey commented.

In terms of the field service sector Massey also further outlined why it remains such a key priority on the IFS roadmap.

 

“It’s a growing market that we have got some really good stories in which we haven’t exploited as well as we might, so with EQT coming in and us taking an initial view of where we might target some early investment field service is an obvious candidate because we weren’t maximising the benefit we’ve got from having that product.” he added.

So with field service still very firmly on the agenda and the private equity acquisition looking - upon initial observations at least, to be something that is good for both IFS and their existing users the tone of the conference was able to gain sharper focus - and that tone was very much all about innovation in the technology. The headline stealing announcement being the introduction of IFS IoT Business Connector...

With IoT still very much the key technology on everyone’s buzz list it was an anticipated launch and potentially an essential one, as competitors in the FSM space at least, race to deliver similar tools.

What is interesting about the IFS solution is that as you may guess from the name it is a tool that connects other systems potentially shortening the time from ‘ideas to tangible benefits’ for IFS customers’ by providing an end-to-end architecture.

Designed to de-risk and accelerate IoT initiatives in areas such as predictive maintenance, service management, asset management, and manufacturing, it provides the ability to harness data gathered from products, assets and equipment to identify actionable observations that trigger either user-defined, automated or semi-automated workflows in the wider IFS software suite.

Another important benefit is that it also comes with plug-and-play connectivity to the Microsoft Azure IoT Suite (but also has open APIs to connect other IoT platforms also.)

Essentially the IFS IoT Business Connector is designed to bridge the gap between analysis of IoT data and using the output to then execute maintenance and service more efficiently.

A number of earlier adopter case studies were rolled out during the announcement including Songa Offshore, an international mid-water drilling contractor, ATS, a leading provider of factory maintenance and IT services based in the U.S., Anticimex, an international pest control company, and Hecla Mining, the North American precious metals mining company.

“We decided to join the early adopter program because we understood the enormous impact that IoT technology can have on our business,”

 

ATS Automation Director of IT Christopher Lebeau said. “By connecting our field service value chain we are able to automate our processes in a new way and use the insights to make smarter business decisions.”

IFS CTO Dan Matthews added, “By working with our customers and partners we are able to connect the dots so that investments in IoT not only yield piles of data and pretty charts, but result in real actions that are co-planned and executed in an optimal way together with everything else that is going on in a business. For our customers it means an easier way to get started with IoT, lower risks, and faster time to realised value.”

Another key technology announcement from the conference that will be of interest to IFS’ field service clients was the introduction of an new and enhanced version of IFS Mobile Workforce Management (MWM).

 

Major feature updates include automated resource planning, rostering and shift scheduling as well as extended deployment options in the cloud. Commenting on the updated solution IFS product director for service, asset, and project based solutions Jørgen Rogde commented,“The new version of our dynamic work scheduling solution represents a major product investment aimed at helping our clients streamline and automate their scheduling processes while maintaining and enhancing the flexibility of the solution through new options for cloud deployment and big data management.”

“It will help our customers use their resources more effectively, ultimately saving them time and money.”

Another important announcement made at the conference was the unveiling of a new version of IFS Enterprise Operational Intelligence (EOI).

Included within the new version - the first major release since the solution was acquired through the acquisition of VisionWaves in July 2015 were a number of new features such as capabilities for adding custom visualizations,

plug-and-play integration with IFS Applications, and of course integration with the IFS IoT Business Connector.

A number of elements of EOI are particularly suited including of course the scheduling element, which is powered by the IFS dynamic scheduling engine that users will be familiar with.

This tool used in combination with the ability to customise maps by incorporating drawings, illustrations or performance data onto a map could be a fantastic tool for prescriptive analytics and potentially modelling different schedule scenarios. In combination with the in-memory database technology demonstrated in Boston last year could theoretically mean that running simulations to find optimum workforce division could be done in minutes as opposed to weeks or even months that such a task using manual tools.

However, whilst the developments of both EOI and MWM and their integration to the wider suite of IFS Applications were not only impressive but also have easily identifiable use-cases within field service operations, it was the glimpse into the not too distant future from IFS Labs that was the show stopper from a field service perspective.

At the innovation centre sat proudly at the heart of the exhibition hall the IFS labs team demonstrated drone technology integrated with IFS Applications with a live real-time demo.

 

The drone proof-of-concept featured live integration between a drone and IFS Applications for automatic generation of work orders whilst inspecting assets on a scaled model demonstration.

Using computer image analysis, a drone flown by a member of the IFS labs team was able to recognise a break in a power line within the model and automatically generated an observation that is registered in IFS Applications via the IFS IoT Business Connector.

The end user can analyse and process the drone observations via the IFS Lobby interface, in which additional information such as geolocation and customer feedback is cross-referenced to help the user action appropriate maintenance and repair.

Although still not available, the proof-of-concept demonstration certainly opened up a number of eyes as to the power of technology to help in the delivery of field service within the not too distant future.

“At IFS Labs, we look beyond the current needs of businesses to anticipate what solutions will be required in the future,” IFS Labs director Bas de Vos said.

And perhaps this is the key takeaway from the three day conference, for those asking how the EQT acquisition will affect the IFS, the message was it’s business as usual - and on the evidence on show in Gothenberg this year, the usual is innovation.

 

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Research by 6Wresearch reveals that India has become one of the most potential markets for telematics solutions globally...

Over the last four years, India has registered increased deployment of telematics solutions especially in commercial vehicle segment. Key application areas of the market include- cold chain, courier, pharma, retail and others. Presently, cold chain sector accounted for highest market share, followed by courier and others. Cold storage freight trailers are deploying telematics solutions to gather time-series data of the temperature inside the cargo container.

According to 6Wresearch, the Indian Commercial Vehicles Telematics Market installed base is projected to reach 1.4 million by 2022.

Increasing road accidents, security concerns and need for fleet management are driving the adoption of telematics solutions in the country. Additionally, benefits such as reducing fuel consumption and repair costs would further spur the growth of the market.

According to “Prijo Samuel, Assistant Research Manager, Research and Consulting, 6Wresearch,” in commercial vehicle telematics market in India, Heavy-Commercial Vehicles (HCVs) accounted for majority of the market share; however, Medium Commercial Vehicles (MCVs) segment is poised to register significant growth over the next six years.

Ravindran Natarajan, Director Business Development, Trimble Navigation (a leading player within the sector) said, “Although, MCVs/ HCVs covered entire market, however Light-Commercial Vehicles (LCVs) segment is anticipated to excel in the coming years. This would be primarily due to overall structuring of e-commerce industry in relation with the change in entire supply chain logistics from first mile pick-up to last mile delivery.”

 

He further commented, “During recent times, India witnessed entry of various companies in freight market, which have changed the whole market dynamics. This would create more opportunities for telematics market players in India.

Suresh Mishra, Director, QTS Solutions (an emerging player in the market), established in 2016 said, “The telematics industry in India would exhibit robust growth due to the deployment of portable telematics devices in MCVs, which runs on trip to trip basis.”

He further added, “Telematics market penetration in HCVs segment would reach between 90-95% by 2022 owing to growing acceptability along with mandatory policies to install telematics solutions in various commercial vehicles.”

The major companies in India commercial vehicles telematics market include- Arya Omnitalk, CMC, Dhanus Technologies, EFKON, TATA Motors (Tata FleetMan) and Trimble Navigation.

“India Commercial Vehicles Telematics Market (2016-2022)” provides in-depth analysis with 44 figures and 8 tables covered in 100 pages. The report estimates and forecast overall India commercial vehicles market by revenue, sales volume, installed base, sectors, regions and by vendor type i.e. aftermarket and OEM. The report also gives the insights on competitive landscape, market share by companies, company profiles, market trends, drivers and restraints.

 

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For a detailed report on this research with purchase options please click here

 

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