In our latest research project we’ve teamed up with rugged tablet manufacturer Xplore Technologies to find out what are the tools field service companies are investing in to ensure that they are giving their field service engineers every chance to...
AUTHOR ARCHIVES: Kris Oldland
About the Author:
Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.
Apr 28, 2016 • Features • Hardware • Research • Xplore Technologies • hardware • rugged
In our latest research project we’ve teamed up with rugged tablet manufacturer Xplore Technologies to find out what are the tools field service companies are investing in to ensure that they are giving their field service engineers every chance to ensure they are delivering service excellence...
There is also an exclusive research report available for download that contains even further insight and analysis of these research findings. Download your copy of the findings here
As technologies such as the Internet of Things, Artificial Intelligence and Augmented Reality dominate the headlines in field service it is perhaps a bit too easy to forget just how recently field service operations were being revolutionised by the emergence of mobile computing.
The improvements that come with the digitization of a field engineer’s workflow are well documented from more efficient processes, greater customer service delivery to even simple straightforward cost savings via the sheer volume of paper forms no longer being used.
Yet whilst for some companies the move to a modern mobility solution happened over a decade ago and they are now exploring their third, fourth or even fifth iteration of mobile hardware, there also still some companies that have yet to move away from pen and paper.
At the same time, the options for field service companies looking to invest in a mobile computing solution for their service engineers, whether it be for the first time or an upgrade of their existing system, are ever more complex.
Rugged manufacturers have become aware for the growing desire from their client base for more consumer looking designs in the rugged space and as such products like the Motion R12 have begun to emerge which combine the sleek, cleaner lines of a consumer tablet in a rugged device that can fully withstand the rigours of the field.
At the same time rugged manufacturers have become aware for the growing desire from their client base for more consumer looking designs in the rugged space and as such products like the Motion R12 have begun to emerge which combine the sleek, cleaner lines of a consumer tablet in a rugged device that can fully withstand the rigours of the field.
However, rugged versus consumer is just the tip of the iceberg when it comes to the many, many factors to be considered when selecting the right device for your field service engineers.
What about form factor? Has the rugged handheld that was all prevalent not so long ago been surpassed by the smart phone?
Are tablets, which can bring the mobility of a smart phone to the table, but with greater processing power (on a par with high end laptops in some aspects) becoming the go to tools?
And of course then there are the considerations around peripherals - is a keyboard required for large amounts of manual data entry perhaps? How about vehicle docking? Or even carry straps and cases?
To find out more about the latest trends within the industry we decided to return to this topic (having explored it some 12 months previously to see what trends were emerging or evolving when it comes to the devices being selected by field service organisations for their engineers and technicians.
With additional expert input into the survey design provided by rugged specialists and partners with us on this project Xplore Technologies, the survey took in the responses of around 150 field service professionals from a wide range of industry verticals including manufacturing, telcos, engineering, HVAC, and many more.
There was also a wide representation of companies of differing sizes with some respondents having as few as 10 or less engineers in their workforce whilst many had over 800 or more engineers in their teams.
Dual digitality
One of the key findings of the 2015 study was that many companies are now providing their field service engineers with more than one digital device for use in the field.
However, when reviewing the questions from the previous study we felt that perhaps the meaning of this question could have been slightly ambiguous, so in this year’s study we wanted to refine this notion further by including the response “Multiple digital devices – e.g. smart phone and laptop etc used equally for field work simultaneously” as an option to the question “Which devices are your field engineers currently using as their primary device for field work?”
And it seems that this digital duality that we uncovered last year remains very much a key trend for field service organisations with one in five companies now providing their field service engineer with at least two devices to undertake their work in the field.
However, one of the perhaps most interesting findings of this year’s survey was the amount of companies who are providing their engineers and technicians with laptops as a primary device for work in the field.
Whilst the response group across the two surveys was different - meaning that direct year on year analysis is always at risk of being slightly skewed - both surveys had a sizeable enough response set to provide a fairly reliable snapshot of the industry sentiment to allow for some meaningful comparison.
With this in mind it was interesting to note that amongst this year’s respondents laptops were the most prevalent of devices being given to field service engineers with a third (33%) of companies seeing them as the best device for their field service engineers compared to a fifth (20%) of companies opting for smart phones whilst 15% opted for tablets.
In comparison to last year this would indicate that despite the claims in some analysts’ quarters of tablets emerging to eventually replace the laptop, the laptop remains a regular tool amongst field service engineers.
One reason for this could be simply a cost decision as when we look deeper into the research findings we see that of those companies that provided their field service engineers with laptops the majority (61%) had opted for consumer based devices. This is compared to just 11% who were providing their engineers with rugged laptops.
When we look at those respondents who indicated that they are providing their field service engineers with tablets we saw a much greater parity between those who were providing their engineers with rugged devices versus those providing consumer grade products.
However, when we look at those respondents who indicated that they are providing their field service engineers with tablets we saw a much greater parity between those who were providing their engineers with rugged devices versus those providing consumer grade products.
In fact the split between the two was exactly even with 40% of respondents opting for rugged and 40% opting for consumer whilst 20% provided as mix of both rugged and consumer.
Indeed, when we look at the data from only those respondents who provided their field service engineers with rugged devices a completely different picture emerges entirely.
Amongst this respondent group the most common device deployed amongst field engineers was the tablet by some margin with just under half of companies (44%) selecting them as the right tool for their field engineers.
In comparison rugged laptops and rugged PDAs/Handheld computers were the next commonly used devices with a just over a fifth (22%) of companies opting to implement these devices, whilst 11% of companies provided two or more rugged devices.
What is clear from this initial view of the data is that whilst the laptop and smart phone are regularly deployed as mobile computing tools for field service engineers, amongst those companies who see the need for and benefits of ruggedised tools for their engineers it is the tablet that has become the dominant form factor.
Want to know more? Download the exclusive research report for further analysis and insight from these research findings
Look out for the next part of this series where we look at the whether consumer or rugged devices are ruling the roost plus the importance of operating systems when it comes to device selection....
By downloding the report you are consenting to the T&Cs listed here
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Apr 27, 2016 • News • servicemax • Software and Apps • software and apps
New products include Service Performance Metrics, the mobile Field Service app, and Catalyst, a new implementation package based on industry best practices
New products include Service Performance Metrics, the mobile Field Service app, and Catalyst, a new implementation package based on industry best practices
ServiceMax, a leading provider of cloud-based field service management solutions, yesterday announced its Spring ‘16 product release.
Built on the Salesforce platform, the ServiceMax Spring ‘16 release is headlined by ServiceMax Service Performance Metrics™, a new product that creates a clear link between field service best practices and field service management technology.
Business leaders have taken notice of the high margins, growth, and differentiation that service can deliver, and with ServiceMax Spring ‘16 field service leaders will have the business insights, mobile apps, and workflows to deliver on these expected outcomes and achieve operational excellence.
“With our Spring ‘16 release, we’re creating a way for field service organization to measure their businesses in ways they previously never could,” said ServiceMax co-founder and Chief Strategy Officer Athani Krishnaprasad.
“After working with hundreds of field service businesses across a wide range of industries, we’re uniquely suited to provide a best-practice software platform that helps our customers deliver a best-in-class service experience in the field.” -Athani Krishnaprasad, ServiceMax
ServiceMax Service Performance Metrics™
For the first time, field service leaders will have the insights to increase service revenue and efficiency using predefined, best practice KPIs that are easy to configure, track and compare across the business.
ServiceMax distilled industry best practices for business metrics such as attach rate, contract uptime, utilisation, first-time fix rate and repeat visit into a first-of-its-kind metrics engine. These true business KPIs provide the insight to track and act on performance over time across product lines, technicians, service teams, accounts, and locations.
ServiceMax uniquely guides customers using Business Value Realization™ and Maturity Matrix methodology tools that uncover the opportunities for improvement and define desired business outcomes. Now with ServiceMax Service Performance Metrics™, customers can easily monitor and improve service performance to achieve the results needed to realise desired business results.
The KPIs are configurable to customers’ business processes and flexible calculations enable consistent benchmarks across the company. Data snapshots of the KPIs are presented in an executive dashboard so that service leaders can conduct time series analysis and easily share insights across the organisation.
ServiceMax Field Service App
In Spring ‘16, ServiceMax delivers the ServiceMax Field Service app with a field-service optimised user experience with unmatched offline capabilities. Available as an early access release, the new mobile app supports Windows hybrid devices, such as Microsoft Surface, and provides an optimized design for Android tablets.
The new ServiceMax mobile experience extends to iPad, Android tablets, and Windows laptops and hybrids and offers improved navigation and search for field service engineers. ServiceMax incorporated feedback from technicians, customers and Apple UX experts to create an interface that improves productivity and promotes customer satisfaction.
ServiceMax Catalyst
The ServiceMax Catalyst implementation package provides a wealth of pre-configured service processes, business objects and functionality that can be quickly deployed across enterprise organisations.
With Catalyst, customers have an accelerated path to get started with ServiceMax and gain immediate benefits from their field service business. The Catalyst implementation package delivers a best-in-class ServiceMax experience that is based on over four hundred ServiceMax customer engagements.
"In times like these, organisations can no longer rely on experience and gut feel to make the right decisions. The field team, dispatchers, and service leadership all need data in order to adapt to changing trends and service needs," said Aly Pinder, Jr., Senior Research Analyst, Aberdeen Group.
"The future of field excellence will be enabled through solutions that can take the guesswork out of what to track by leveraging best practices, and the burden off over strapped IT teams to make insights accessible." - Aly Pinder, Aberdeen
In addition, Spring ‘16 expands the list of available localisations by including Finnish and enhanced Japanese language support.
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Apr 27, 2016 • News • Artificial intelligence • ClickSoftware • Software and Apps
ClickSoftware, a leading provider of field service management solutions for the enterprise, today introduced Click Field Service Edge, a new cloud-based, mobile workforce management platform designed to meet the needs of the largest and most...
ClickSoftware, a leading provider of field service management solutions for the enterprise, today introduced Click Field Service Edge, a new cloud-based, mobile workforce management platform designed to meet the needs of the largest and most demanding field service providers.
Adoption of the cloud has more than doubled over the past two years and, with that, cloud-based software solutions have become entrenched in the business world.
Recognising the technological benefits for field service companies, ClickSoftware's first, cloud only, SaaS-based solution delivers field service management in an entirely new way.
With patented artificial intelligence, Click Field Service Edge connects enterprise customers with automated real-time insight and intelligent decision-making tools that provide a new level of productivity and efficiency to field workforce performance.
"As a company that has successfully managed billions of service engagements, and is exclusively focused on providing field service technology - since creating the market - we know what it takes to help our customers always be a step ahead of the demand, not just move in lockstep with it," explained Tom Heiser, ClickSoftware's Chief Executive Officer.
"We designed Click Field Service Edge to help prepare for the future, and transform the business of customer field service operations from reactive to predictive."
Benefits of the new Click Field Service Edge include:
Increased Service Intelligence and Collaboration:
Real-time status updates - including location and estimated time of arrival - provide organisations with competitive service advantages, enabling them to quickly plan, respond and deliver the best customer service experience possible.
Leveraging established service policies and intelligent decision recommendations helps increase business users' efficiency and productivity. Additionally, integrated tools and bi-directional communication, such as interactive appointment confirmation details, not only improve customer engagements, but also increase customer satisfaction, retention and organic revenue growth.
Ease-of-Use:
Intuitive tools and a flexible user interface allows mangers to create, test and deploy new functionality to drive user efficiency, productivity and satisfaction. Continual, seamless upgrades provide greater agility and enable business users to stay ahead of the competition while also eliminating the expense and time of IT integration.
Improved Scale and Scope:
Developed for the cloud, the solution's performance-optimised architecture offers efficiency, scalable and flexibility to continually support business growth and the changing technology needs of the market for decades to come. In addition, Click Field Service
Edge's intelligent mobile efficiency eliminates unnecessary data transfer on field devices to ensure that critical data is sent and received - even when connections are not optimal.
"It's clear that field service is in the midst of a shift from the basic 'install and fix' procedures to a much more strategic focus on customer engagement," said Jim Lundy, founder and CEO, Aragon Research.
"The influx of new cloud and mobile technology, the availability of big data and the arrival of IoT has led us to a place where field service is empowering businesses to differentiate their offerings, and positively impact every customer interaction throughout the service experience. - Jim Lundy, Aragon Research."
Click Field Service Edge is currently deployed with key customers including; Pacific Biodiesel, a leader in community-based biodiesel production and Southern Dock, one of the nation's largest providers of commercial doors, loading dock equipment and dock maintenance services.
"As a growing company, we needed a future-proof mobile workforce management solution that would fulfill our changing business needs while providing consistently great service to our customers," explained Katy Chandler, Director at Southern Dock.
"The advanced capabilities, together with a great user experience and the flexibility of the configuration options, made it an easy choice for us."
Click Field Service Edge allows any enterprise worker-from field service professionals to supervisors, dispatchers and managers-to build personalised, strategic engagements that resonate with their customers. These improved engagements, in turn, increase customer satisfaction, loyalty, retention, and customer lifetime value.
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Apr 27, 2016 • Features • Fleet Technology • resources • White Papers & eBooks • ebooks • telogis
Resource Type: eBook Published by: Telogis Title: Shorten Service Windows and Provide Better Customer Service Download: Click here to Download the full ebook
By downloading you agree to the T&Cs listed available here
Resource Type: eBook
Published by: Telogis
Title: Shorten Service Windows and Provide Better Customer Service
Download: Click here to Download the full ebook
By downloading you agree to the T&Cs listed available here
Synopsis
Almost all field service engineers have mobile phones, and 80 to 90 percent of them use smartphones. This puts convenient Internet access and a powerful computing device in the field. Smartphones equipped with advanced mobile/location intelligence apps help workers in the field be more efficient and shorten that window from event/customer request to resolution. This eBook covers some of the ways mobile technology is helping improve customer service satisfaction and reduce costs.
Overview
All mobile service professionals work toward two main goals: making service more predictive and more proactive. The current business model relies heavily on break-fix occurrences, where a failure has occurred and the customer engagement is entirely reactive. By that time, the customer experience has started out negatively.
The not-too-distant future will bring us HVAC and other building components/appliances that talk directly to service providers who can address mechanical issues before they grow into bigger failures (much like heavy equipment and vehicle fleet managers do today). That level of proactivity is near as everything becomes more connected.
Sharing Information/Filing Resources:
Smartphones are for more than Facebook and Instagram – they enable real-time research and information sharing with colleagues and back-office personnel.
This could be as simple as a web search or communicating through the text messaging capabilities of the phone, or as advanced as the incorporation of a work order management app that provides access to important documents. This can include paperless forms, service agreements, customer profiles, instructional material, how-to videos or graphics, parts catalogues – anything that will make life a little easier for the field engineer.
Connecting to Other Mobile Workers
Knowing the location and status of other mobile workers (and their vehicles) in the field can significantly improve customer service. Mobile fleet management apps can relay information on what parts and tools are on a vehicle, and the skill-set of the driver. In the past, if a field engineer was missing a part or a tool, they would travel back to their shop or to the nearest supply store.
Now – with a connected workforce – that field engineer can pull up the real-time location and activity of colleagues in the area, locate the needed part or tool on one of their vehicles, and get back to work sooner.
[quote float="left"]In the past, if a field engineer was missing a part or a tool, they would travel back to their shop or to the nearest supply store. Now – with a connected workforce – that field engineer can pull up the real-time location and activity of colleagues in the area, locate the needed part or tool on one of their vehicles, and get back to work sooner.
Navigate and Route Better
Today’s professional navigation and routing applications take into account real-time feeds of traffic and weather information.
This can provide benefits as simple as avoiding major congestion or accidents and routing to the next job in the fastest way possible, or it can help the engineer reorder their day based on the weather.
Dynamic Job Planning/Delivery
We live in an ever-changing, decentralised work environment.
Work order management applications can deliver new plans and jobs directly to the field service engineer without requiring them to return to the office.
Progress
Much of customer service satisfaction is based on expediency. No one likes hearing that help will arrive in a window between noon and 5:00 PM.
Location-based fleet management technology can notify the back office when an engineer has left one job and is on their way to the next, which then allows them to notify the customer that an engineer is on their way and their ETA.
The Future
These are just a few ways that current mobile and location-based technologies help shorten the service window and help businesses provide better service to their customers.
Click here to Download the full ebook
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Apr 26, 2016 • Features • infographics • research • resources • Bill Pollock • infographic
The above infographic is based on the findings of the Strategies for GrowthSM 2015 benchmarking report. Click the image to see full screen version
Want to know more? Download our webinar featuring an exclusive presentation of the findings of this benchmarking project from Bill Pollock plus how scheduling technology can help you achieve best-in-class service standards by Nick Shipton
Apr 25, 2016 • Features • assisted scheduling • resources • White Paper • White Papers & eBooks • Exel Computer Systems • scheduling • Software and Apps
Resource Type: White Paper Published by: Field Service News (sponsored by Exel Computer Systems) Title: The helping hands of field service management Download: Click here to download white paper
Resource Type: White Paper
Published by: Field Service News (sponsored by Exel Computer Systems)
Title: The helping hands of field service management
Download: Click here to download white paper
By downloading you agree to the T&Cs listed available here
Synopsis
How to stay ahead of the ever-changing suite of Field Service Management (FSM) tools, including a focus on exactly what is the latest development of Assisted Scheduling?
Overview
The need for companies to employ some form of scheduling engine is clear, the benefits of adopting such an approach are thoroughly documented and clearly tangible. Introducing some level of automation will certainly deliver improvement in field service efficiency and productivity.
Indeed, the introduction of any level of optimisation within the dispatch role will inevitably lead to the reduction of fuel consumption costs that can make a compelling argument for implementation, for even the most cautious of financial directors.
The pile of case studies available to read extolling the benefits of scheduling are stacked high and readily available – each of them stuffed with positive examples and statistics to back up the claims FSM providers make, including how quickly companies have seen a return on their investment.
And of course the benefits of improved scheduling go far beyond the elements that are so clearly identified on a P&L. Customer satisfaction levels are often dramatically increased with the introduction of such tools.
The benefits of improved scheduling go far beyond the elements that are so clearly identified on a P&L.Customer satisfaction levels are often dramatically increased with the introduction of such tools.
With customer satisfaction becoming one of the key differentiators between you and your competition in this current age of information, the investment in a good scheduling engine that can empower your team to deliver top tier service could appear to be ever more vital.
Imagine if every person within your team could effectively schedule a service call...
This white paper takes a look at the on-going evolution of field service scheduling systems from manual solutions through to fully dynamic and automated optimised solutions, exploring some of the benefits and challenges of each.
It also then takes a closer look at the latest type of solution appearing 'assisted scheduling' and assesses whether this approach found in a number of next-gen solutions bridges the gap between those scheduling engines which are sometimes seen as prohibitively complex and expensive and those that offer little in the way of true optimisation.
Do assisted scheduling solutions offer a perfect balance for smaller and mid-sized organisation between the efficiency improvements of a high end solution and the human intuition of an expert dispatch agent? Finally the white paper touches on some of the other factors within a wider field service management system that can enable companies to truly take advantage of their scheduling system- be it manual, assisted or fully dynamic.
Click here to download the white paper now!
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Apr 22, 2016 • News • CRM • Future of FIeld Service • Robotics
Pegasystems Inc. a software company delivering strategic business applications to a number of leading enterprises have recently announced the acquisition of Atlanta, GA-based OpenSpan, Inc., a privately held software provider of robotic process...
Pegasystems Inc. a software company delivering strategic business applications to a number of leading enterprises have recently announced the acquisition of Atlanta, GA-based OpenSpan, Inc., a privately held software provider of robotic process automation (RPA) and workforce analytics software.
OpenSpan uses robotic automation to ease the burden on customer service representatives by automating routine desktop tasks, thus increasing employee productivity and job satisfaction. By providing insight into desktop activity and automating or eliminating repetitive, time-consuming tasks, OpenSpan frees agents to focus their energy on delivering exceptional customer experience while also helping to lower operational costs.
Running on more than 200,000 desktops at leading global enterprises, OpenSpan provides advanced robotic automation and workforce analytics capabilities that complement and enhance Pegasystems’ Customer Relationship Management application suite and Business Process Management platform.
“Organisations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,
“Organisations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,” said Alan Trefler, founder and CEO, Pegasystems. “We’ve already seen the power of Pega and OpenSpan working together to help our clients with their digital transformation initiatives. We believe OpenSpan’s cutting-edge robotics, workforce analytics, and process automation capabilities, combined with Pega’s leading process and real-time analytics, supports an emerging era of intelligent automation working in concert with people to deliver a better customer experience.”
Meanwhile Eric Musser, CEO, OpenSpan commented:
“Over the past 11 years, we’ve built a highly successful organisation that has helped introduce the power of robotics and desktop intelligence to mainstream business,”
“But this is just the tip of the iceberg of what analytics and robotics can really do. By integrating with Pegasystems’ proven applications and platform, we believe we can advance robotic automation and desktop analytics in exciting new directions that will change the way businesses interact with their customers.”
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Apr 21, 2016 • video • Management • aviation • Servitization
The move towards servitization for many manufacturers offers a new way of thinking in business, with long term contracts and profitability the carrot on the stick. Kris Oldland, Editor-in-Chief of Field Service News talks to Harman Lanser of Air...
The move towards servitization for many manufacturers offers a new way of thinking in business, with long term contracts and profitability the carrot on the stick. Kris Oldland, Editor-in-Chief of Field Service News talks to Harman Lanser of Air France-KLM, about making the move to an outcome based approach within the aviation sector following on from his key note speech at last year's Aston Spring Servitization Conference.
To find out more about servitization register to attend this years Aston Spring Servitization Conference here
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Apr 21, 2016 • Management • News • Service Management Expo
Attendees to this year’s Protection and Management Series (P&M), which includes five separate exhibitions including the Service Management Expo will be able to see keynote speeches from three highly inspirational speakers this June.
Attendees to this year’s Protection and Management Series (P&M), which includes five separate exhibitions including the Service Management Expo will be able to see keynote speeches from three highly inspirational speakers this June.
Across June 21st, 22nd and 23rd P&M takes over the entirety of London’s flagship exhibition and conference centre venue the Exel in the South of London close to the iconic O2 arena and Canary Wharf.
The event which as well as Service Management Expo also includes The Facilities Show, The Health and Safety Expo, Firex and IFSEC will attract over 45,000 visitors who will be able to see key note speeches from Tim Collins OBE, Kate Adie OBE and James Cracknell OBE.
As well as the keynote sessions in the main theatre there will also be dedicated solution theatres across the whole of P&M including a field service focused theatre.
The keynote presentations will be as follows:
Colonel Tim Collins OBE
21 June, 11.30 – 12.30
Colonel Tim Collins attracted attention on both sides of the Atlantic for his rousing speech to the troops before going into battle in Iraq. His autobiography, Rules of Engagement, subsequently went straight into the best-seller lists and he is now CEO of a security company.
Tim is a naturally inspiring speaker, combining extensive experience of active service with broad knowledge of military and political history. An authority on teamwork, leadership and motivation, his speeches show a clear parallel between military problem solving and the challenges faced by leaders in any walk of life.
Kate Adie OBE
22 June, 11.30 – 12.30
It used to be said that if you found yourself in the same place as Kate, you should leave straight away. She became a household name as BBC Chief News Reporter, covering the Gulf War, the demise of the Soviet Union, the protests in Beijing’s Tienanmen Square and NATO’s campaign in Kosovo.
Aside from her autobiography, The Kindness of Strangers, Kate has published Corsets to Camouflage and Nobody’s Child. She has won the Royal Television Society Journalism Award and the Monte Carlo International Golden Nymph.
James Cracknell OBE
23 June, 11.30 – 12.30
James Cracknell is one of Britain’s greatest ever oarsmen. After victory alongside Redgrave and Pinsent in the coxless four in Sydney, he went on to achieve another Olympic gold in Athens.
James will talk about his adventures, the build-up to both Olympics and how they were nowhere near as straightforward as the public seemed to think. He reveals the highs and lows of his training regime, the different characters that make a successful team and what drives him to seek out new challenges.
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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