AUTHOR ARCHIVES: Kris Oldland

ClickSoftware have for a long time been seen as a key leader amongst field service solution providers. But the sector has gone through rapid evolution within the last few years with technology moving forward whilst the market becomes ever more competitive.

Meanwhile, ClickSoftware have been through an evolution of their own, with new ownership and a new CEO Tom Heiser, at the helm.

And he is determined to see the optimisation specialists stay at the forefront of the industry. Kris Oldland reports...

If you ask any seasoned field service professional to name check three field service software providers you can almost guarantee that ClickSoftware will be one of those they mention.

For many years ClickSoftware has been viewed as the gold standard in terms of field service optimisation. However, the market is going through rapid change and is now more fiercely competitive than ever before. In such an environment, relying on past reputations is a dangerous game to play - even when your reputation is one as strong as that which ClickSoftware can boast.

However, across the last year, ClickSoftware have gone through rapid changes of their own. After long running and widespread rumours of SAP acquiring the company proved to ultimately be unfounded, the company was purchased by Californian based private equity firm Fransicso Partners.

This was followed by the appointment of Tom Heiser, formerly of EMC as a new CEO, and whilst many of the Israeli talent that pushed ClickSoftware to the forefront of the sector remain on board, Heiser’s arrival heralds a new era for ClickSoftware, with both their approach to technology and culture having a delicate shift of focus to help them hold on to their position as an industry leader.

When we meet for the first time Heiser himself comes across initially as very much something of a people person, a firm handshake is balanced by a warm ‘Hollywood’ smile and he carries that air of informality and confidence that seems to be becoming commonplace amongst senior executives working for US tech firms these days.

When we meet we are also joined by Mike Karlskind, a man with a career spanning some twenty years plus with ClickSoftware.

Given the recent restructure of ClickSoftware, one could be forgiven for thinking this was the old guard introducing the new. However, as conversation unravels across the next hour or so, it seems more that Heiser understands and values the talent and history embedded within the company, and intends to utilise it.

 

His aim it seems, is not so much a complete re-imagining and reinvention of ClickSoftware, more gentle refinement, to ensure that the company remains ahead both in terms of technology and of course market-share.

Part of that process is ensuring that the company retain a focus on R&D but also that they make sure the market is aware of that focus.

“Before I flew over here I spent sat down with some senior industry analysts in Israel “ says Heiser, “and they were saying to me, the technology behind ClickSoftware is right at the top, but you guys really need to start banging the drum some more.”

Indeed, in their midsts ClickSoftware have some fantastic success stories, including European automobile glass replacement giant Belron, who operate in the UK as Autoglass.

“Mike and I have been speaking to a number of our clients’ COOs, Presidents etc recently and having strategic conversations around how to best leverage our solution and one of the best examples is Autoglass based over here [in the UK].”

 

“They have a net promoter customer satisfaction score which is like crazy high and they’re using  ClickSoftware as a tool to completely differentiate themselves from their competition, and I’m really proud to see that.”

But what about the shift in focus in terms of technology? What can we expect from ClickSoftware moving forwards?

Well it is clear from speaking with Heiser that he sees very much the future of both ClickSoftware and enterprise computing in general, as being based in the Cloud. However, he also understands that the shift from the still prevalent traditional on-premise model to a Cloud based world is not solely about the development of the technology.

“The thing is, shifting and changing the culture is actually harder than getting the technology right,” he begins.

“With the technology, you just get the right people, you invest in it, and you’re going to ultimately do it. The second area is the business model, which as a small public company, which is what we were, makes it super hard to go to the Cloud.”

 

“Now we have with a board of six people in Moshe [former CEO and founder] myself and four guys from Francisco Partners, who are all super smart guys that have done this before. So I feel with the six of us we can do it, but how do we do this with the new business models?”

“How do we go from an on-premise model with cash flow up front to a subscription model which is where we feel we need to be. Everybody wants to be on the other side, nobody wants to go through that process. But we’re set to get there.”

As he speaks, Heiser conveys a sense of the magnitude of the task not only faced by him and his team in terms of moving with the ever growing traction driving software solutions towards the Cloud, but also faced by the industry in general.

However, there is also an underlying confidence that he and his team are more than up to the challenge, that he cannot contain.

[quote float="right']I look at culture as the biggest challenge, but then there are some people here that are so energised by what we’re doing it’s like, ‘let’s go faster’

“Culture is the third element we need to mention. I look at culture as the biggest challenge, but then there are some people here that are so energised by what we’re doing it’s like, ‘let’s go faster’ I feel like I’m holding you back! - It’s really invigorating, but we need to rein it in every now and then and make sure we’re all on the same track.”

 

Having spent an hour with Heiser, it is clear his enthusiasm could genuinely be infectious, yet it is also clear that he is grounded enough to see the woods as well as the trees. He is also smart enough to not only keep key members of his team such as Karlskind close by, but also to admit when it is time to turn to them for support.

There may have been a number of changes for ClickSoftware in the last year or so, but with Heiser at the helm there is a good chance that their position as one of the leading brands in the market will remain firmly intact.

 

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JLT Mobile Computers,  the developer of reliable computers for demanding environments, has launched the JLT Global Sales Partner Program to accelerate its international expansion.

The new program unifies the company’s global network of value-add resellers and solution providers, and aims to supply partners with the tools and support necessary to win in the competitive market of rugged vehicle-mounted terminals (VMTs).

JLT’s worldwide partner network is a key part of the company’s global expansion and growth strategy. JLT opened its US subsidiary in 2014 by acquiring the VMT operation of its sales representative in Arizona. The previous US partner programme that was run by this representative, and the previous EMEA (Europe, Middle East and Africa) programme which was run by JLT, will be combined under the new Global Sales Partner Program. JLT resellers around the globe will now have direct access to JLT’s market leading rugged vehicle-mounted computer products, recognised around the world for their outstanding performance and reliability in a compact form factor.

“JLT is a product company with in-house development, applications, marketing and manufacturing, giving it a unique advantage in its ability to quickly adapt to customer needs,” said Per Holmberg, CEO of JLT Mobile Computing. “This adaptability is essential to win business in today’s competitive market. With the new Program, JLT’s partners can leverage the close relationship with JLT as the original manufacturer to adapt quickly and provide the best VMT solution that fits a specific customer’s unique requirements.”

The JLT Global Sales Partner Program will cater for three different types of partners:

• Authorised Resellers are value-add resellers that sell JLT’s products alongside complementary products and provide local support.

• Solution Partners are system integrators and software providers that often specialise in a particular application or customer segment. They use JLT products to build complete integrated solutions for the end customer, reselling or recommending JLT’s products.

• Technical Centres are value-add resellers that are trained by JLT to provide local technical support and services to end customers.

All three types of partner will get regular updates and training opportunities as part of the program. The program will also provide easy access to technical information, joint marketing programs, and quick turn around on technical and commercial questions.

 

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Australian Field Service Management Software provider The Service Manager have put together this infographic and we think it covers a lot of the bases for the fundamental benefits of field service...

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Bittium and Getac have established a partnership to improve productivity, security and user experience for field workers in the most demanding environments...

Bittium SafeMove Mobile VPN and Analytics software will be available as an option on all Getac’s rugged tablets and notebooks across Europe from May 2016.

Getac, the global designer and manufacturer of rugged mobile devices, offers the most extensive rugged computing product lines including notebook, tablets and handheld computers. Its products are found across the globe in a wide range of sectors from military and defence, law enforcement and public safety, utilities, field service, oil and gas, telecommunications, healthcare, transportation to manufacturing.

Bittium SafeMove Mobile VPN is an advanced remote access solution that provides mobile workforce always-on, secure and seamless connectivity to the corporate network regardless of time and place. Bittium SafeMove automatically establishes the connection to the best available network with no user involvement. SafeMove also enables application-specific control of the data traffic in different networks, for example according to network speed. This ensures that business critical data is always a priority, and also defines which applications and services are allowed to use paid networks. Ease-of-use, solid security and extensible data collection and analysis tool for measuring and monitoring connectivity performance improves productivity and ensure the best possible user experience.

 

“Getac’s rugged devices are an excellent choice for professionals working in demanding environments, where secure and reliable connectivity are crucial. Bittium meets this challenge by bringing SafeMove Mobile VPN solution available for Getac’s customers. It is also important to understand how the software and devices behave in the field, to be able to optimise business processes. SafeMove Analytics is the perfect tool for that. Getac’s and Bittium’s products thus complement each other and we truly believe that our cooperation brings significant added value to customers”, says Jari Sankala, Senior Vice President, Sales at Bittium.

Chris Bye, President at Getac UK comments; “for almost 30 years we’ve been focused on providing durable, and reliable, mobile computers that withstand the harshest of environments. The partnership with Bittium further enhances Getac’s value to customers by adding the key critical area of security. We are proud to offer powerful solutions that significantly enhance the way our customers operate in the field.”

 

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Komatsu Forest, the sole supplier for Komatsu timber harvesting equipment in the UK and Ireland, is reaping the rewards having implemented a Mobile Workforce Management solution from BigChange Apps. Since introducing JobWatch, Komatsu Forest estimates it has improved operational efficiency with engineers achieving a three percent gain in productivity. Customer service has been boosted with same day reporting and timely invoicing, and the company has also improved health and safety compliance with automated vehicle checks and risk assessments.

David McIlwraith, Managing Director of Komatsu Forest Ltd, commented, “This was a completely new system for us. For years we have been running our business on spreadsheets, and this resulted in a high level of admin due to the paper trail produced. We were also in the market for vehicle tracking but knew we wanted to everything through a single system.”

[quote float="left"]“On the few occasions we have needed it, the 24/7 RoadCrew support has been excellent; good response times and regular updates.” [/quote]JobWatch from BigChange Apps offers a paperless way to plan, manage, schedule and track Komatsu’s mobile workforce. This powerful web-based platform combines back office software, mobile apps, fleet management and real-time vehicle tracking in one simple to use system.

Prior to the introduction of JobWatch, Komatsu operated a paper based reporting system with engineers completing paper timesheets and job reports – often late and with varying competency. This information was then manually entered into a number of different systems, for example, customer invoicing and payroll. Since implementing JobWatch, Komatsu Forest estimates it has saved in region of 1,000 man hours per year through the automation of essential documents and timesheets. Customer service has improved as service reports are filed on the same day the work is completed, and invoices are issued more promptly, improving the business’s cash flow.

“We now handle all documentation and all time management through JobWatch,” continued McIlwraith. “This includes vehicle checks, timesheets, risk assessments, job cards, machine inspection reports and much more. When we need it, JobWatch will also handle our stock control and invoicing, and we have even had the system adapted to cover workshop usage too. Literally, our engineers do not need to pick up a pen – everything is done at the touch of a screen.

“On the few occasions we have needed it, the 24/7 RoadCrew support has been excellent; good response times and regular updates.”

BigChange founder and CEO Martin Port added, “Securing tangible returns on investment for our customer is what BigChange and JobWatch are all about, and working with businesses like Komatsu Forest to achieve this is truly rewarding.”

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Resource Type: White Paper
Published by:  Oneserve
Title: The Oneserve Field Service Survey
Download: Click here to download the white paper

By downloading you agree to the T&Cs listed available here

Synopsis

At the end of 2015 Oneserve conducted a comprehensive survey of c.15,000 organisations of various sizes across the UK. The aim was to understand:

1. How UK field service businesses prioritise their operational and strategic objectives
2. To what extent their field management software is successfully used to achieve them

Together the results highlighted a key issue: that many businesses are missing out on the potential value of field service software, and may need to re-assess their choices. The survey responses also threw up more questions around the causes of this missed potential, and what the future holds for field service management. This white paper evaluates these findings...

Overview

Drawing on a comprehensive and far reaching survey this white paper distills the research into a number of key findings including:

Key priorities for growth:

To understand the relationship field service software has to business success, Oneserve asked their respondents what their top priorities were for achieving business growth. The three key drivers were maximising efficiencies, utilising data and exceeding customer expectations.

The missed potential of field service software

Working smarter and for less cost is clearly of huge importance to field-based businesses. It is here that field service software holds the most value for organisations; driving both competitive advantage and revenue growth. Yet the survey revealed that many organisations are missing out on the potential business value that correctly used field service software can provide.

Untapped efficiencies

What does efficiency mean for field service delivery? Intelligent stock and asset management, high ‘first-fix’ rates and fast response times, preventative initiatives, and improved scheduling? Or, getting the right person with the right parts to the right place at the right time? A deceptively complex interplay between people, processes and technology. However,  3 out of 4 companies said they could do a lot better at maximising efficiencies.

Unused Data

All efficiencies and customer service improvements come from intelligent and proactive use of data. Leveraging the comprehensive data points that arise from an intuitive and well-integrated field service software solution should provide essential information on trends and inefficiencies, and allow crucial insight to improve processes.

Yet, despite spending large amounts of money on expensive software packages that should provide valuable information in an easy-to-use, relevant format, 80% of the survey respondents admitted they proactively use less than half of their available data.

 

What’s the issue?

The results from our survey appear to show a clear disconnect between the strategic objectives of businesses and the value they are extracting from their field service software.

Whether it’s missed opportunities for promoting efficiency, under-used data insights or compromised customer care, the potential benefits of a fully integrated field service solution are simply not being fully realised.

More control for less cost

The future of field service management lies in providing more control, with less cost. Allowing businesses to adjust their solution to fit their own specific requirements no longer requires a team of experienced coders or hugely expensive professional service days that are lucrative to the software providers but prohibitive to the customer.

The recent development of ‘low code’ software solutions that allow the client’s business to implement, configure, amend and evolve their solution themselves through easy-to-use application development dashboards now means more robust, flexible and intuitive options are available - a true ‘Software-as-a-Service’ offering that provides maximum value for minimum long term cost.

 

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For more detailed information on each of these topics and a more in-depth look at overcoming the challenges the survey presents click here to download the white paper now!

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Greenshields JCB, one of the world’s largest JCB dealers, has implemented advanced dynamic vehicle routing and scheduling optimisation software for its field service operation. The Maxoptra field service management platform is designed to enable efficient decision making, in real time, within an ever changing operational environment such as Greenshields’ busy Service Department. The company is gaining greater visibility of the entire field service operation through live, accurate reporting of performance.

“We selected Maxoptra as it was intuitive and easy to use,” commented Chris Farmer, Central Services Manager at Greenshields JCB. “All the information we need is on one screen, and the drag and drop functionality is great. Maxoptra also integrates with our current mainframe systems and GPS trackers.”

Greenshields JCB is the premier dealer of JCB Construction and Industrial machinery in the South East of England. Providing full sales, service and parts support from eight strategically placed locations, Greenshields JCB has a team of 45 highly trained and experienced field engineers with specialist industry knowledge. Greenshields JCB implemented the Maxoptra solution following an extensive and rigorous selection process involving an analysis of requirements, system demonstrations, evaluation of reference sites, its capacity to integrate, and performance testing.

 

Since implementing Maxoptra’s field service management software, Greenshields JCB has reported positive improvements in the daily planning of its reactive service requests. “The controllers are already comfortable with the system,” continued Chris Farmer. “As we can view the status of all jobs in real time, visibility of the service operation has dramatically improved.”

Following the initial deployment of Maxoptra in early 2016, Greenshields JCB hopes to build on the efficiencies achieved. “Thanks to our investment in this system, we are already delivering benefits to our customers, including improved communication, and looking to deliver more efficient service and boost engineer productivity. It has the potential to be a huge asset to the business and our customers,” concluded Chris Farmer.

Stuart Brunger, Head of Business Development at Magenta Technology, added, “We are delighted to welcome Greenshields JCB on board, and we look forward to working with the company to maximise its investment in the Maxoptra platform. Through the early stages of selection and implementation, Greenshields has embraced the functionality offered by Maxoptra and demonstrated a thorough understanding of how this can be applied to its operation to boost service levels and productivity.”

 

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In his leader for issue 12 of Field Service News, Editor-in-Chief Kris Oldland discusses the number of field service solution providers companies flourishing in an industry that is going through seismic change and evolution... 

 

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Click here to download a digital version of Field Service News issue 12 now

 

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As the field service conference season enters full swing there have been plenty of solution providers banging the drum of late...

Indeed, the list of field service solution providers at Field Service USA held in Palm Springs a month ago was a certifiable who’s who of the industry, and alongside what was a truly fantastic three days of education, there were a number of big announcements from some of the industry’s key players.

ClickSoftware announced a new solution that takes advantage of some pretty slick artificial intelligence algorithms, Trimble Field Service Management introduced an entire new end-to-end FSM suite called Pulse whilst ServiceMax announced a very interesting tool called Service Performance Metrics that brings together analytics and best-practices in a highly innovative solution.

Then there were the new kids on the block such as Help Lightning, whose ‘mobile merged reality’ solution we’ve championed in Field Service News previously as a great use of an emerging technology that could have a truly disruptive impact on the industry.

Another honourable mention should also go to Co-Tap whose collaboration tool is perfectly set to help empower knowledge sharing and intra-engineer collaboration, a perfect tool for the emerging millennial workforce.

Not to be out done by their software counterparts, there has been plenty of innovation coming from the hardware side of the industry of late as well.

Getac have announced the launch of the next-gen S400, a fully rugged laptop that has the footprint of a regular business notebook, whilst the Toughbook 20 (which Field Service News first reported as being in development back in March last year) is the world’s first fully rugged detachable and has been picking up some very positive comments since it became available at the beginning of the year.

Another impressive looking piece of kit is Gen2Wave’s RP1600 which I got my hands on this month. The RP1600 sits in the relative embryonic niche between rugged smartphone and handheld computer - a form factor that I can certainly see evolving rapidly. You can find my review of the RP1600 on page 36.

 

And if new technology launches are the drums being banged, then it is also important to note that there have been a number of new band leaders coming to the fore lately too.

Perhaps the highest profile of these is the new CEO at industry stalwarts ClickSoftware. Following the sale of the company to Californian private equity firm Francisco Partners, Tom Heiser has been appointed and in his own words one of his first tasks is to start ‘banging the drum’ a bit more about the innovations his R&D team are developing.

Another new CEO on the block is Chris Proctor of OneServe who has had a meteoric rise through the Exeter based company within the last year. Proctor also sees the need to raise the bar in terms of shouting about the Exeter based companies successes, and is not afraid to call out his competitors (as he did back in Field Service News back in November last year).

In this issue we’ve exclusive interviews with both Proctor (page 18) and Heiser (page 40) as well as another new face to field service Rei Kasai who recently joined ServiceMax from SAP and spoke to us about what exactly Service Performance Metrics means (page 32).

Of course, we can’t talk about new developments from solution providers with out mentioning Microsoft who with their purchase of FieldOne and it’s subsequent recent re-brand to Field Service have arrived firmly back within the field service sector with all the swagger of the Rolling Stones announcing a new world tour.

Like the Rolling Stones, Microsoft having been around seemingly forever, yet they still have it in them to mix it with the very best. By incorporating FieldOne into their wider Dynamics platform, the software giant have put together a very attractive solution and I spoke to Carsten Groth about Microsoft’s plans for Field Service which you can read on page 50.

With so much development and innovation in the sector it is truly an exciting time, and such fierce competition amongst field service solution providers is not only indicative of the growing importance of service within industry, but also can only be a good thing for practitioners when it comes to finding the right solution for them.

Bang on.

 

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Click here to download a digital version of Field Service News issue 12 now

 

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This content originally featured on fieldservicenews.com