Yorkshire based company Service2 show that smaller companies don’t need to wait until they grow before adopting a field service software platform...
AUTHOR ARCHIVES: Kris Oldland
About the Author:
Kris Oldland has been working in Business to Business Publishing for almost a decade. As a journalist he has covered a diverse range of industries from Fire Juggling through to Terrorism Insurance. Prior to this he was a Quality Services Manager with a globally recognised hospitality brand. An intimate understanding of what is important when it comes to Service and a passion for emerging technology means that in Field Service he has found an industry that excites him everyday.
May 08, 2015 • Features • Software & Apps • Gas Engineers • home maintenance • HVAC • servicemax • Software and Apps
Yorkshire based company Service2 show that smaller companies don’t need to wait until they grow before adopting a field service software platform...
One of the biggest changes to field service companies in recent times has been the advent of the Cloud and the Software as a Service (SaaS) model and perhaps the biggest shift that the introduction of SaaS has brought is that for the first time ever field service software is no longer the domain of large enterprise companies only.
Due to the subscription based nature of SaaS offerings smaller companies are now able to access the types of software that only a few years ago would have been cost-prohibitive to them.
As such they are able to offer their customers similar levels of service as the big boys whilst at the same time being able to reap the benefits of enhanced productivity and efficiency such systems yield. The playing field has been well and truly levelled – or at least so the theory goes.
However how does this filter down in reality?
Is there truth in such assertions or is it just a case of clever marketing spin form the software providers?
To find out how field service management software can help a small company we spoke exclusively to Kate Lovery at Service2, a Yorkshire based Gas appliance installation and maintenance provider who have implemented the ServiceMax platform.
The business originally came into being when founders James and Chris, who both have background in engineering themselves, (Chris was predominantly working with catering equipment and boilers whilst James was more focussed on heating and ventilation) found themselves being approached with promises of Directorships for a new start-up.
However, as is sadly often the case, the promises didn’t meet reality, but the seeds of a successful business had been sown between the two, so in November 2011 they decided to set up by themselves.
Having started like most young businesses do taking as much work of any form that they could to build up the business and establish contacts and clients on the way, they quickly established a successful niche for themselves as they moved away from domestic jobs and began establishing a strong reputation for contract based commercial work.
Big name clients such as NG Bailey, Norland, and the Marriott group soon came along and with them so did more engineers, more office staff and 200% year on year growth.
However, the flip side of such success is the growing logistical headache of how to manage the business.
As Lovery explains “We’ve got a really nice spread of clients but my focus over the last year has been look how can we manage this? I can’t manage ten engineers and how ever many clients on an Excel spreadsheet so what are we going to do?”
“I needed to stop and ask how can we take this forward and be more dynamic? How can we be faster, quicker, more streamlined.” She adds
With the need to find a solution Lovery began opening the conversation up to the team and in fact it was one of their engineers who suggested ServiceMax.
At the same time she also had a recommendation from one of their commercial partners for the SaaS based field service software provider. Contact details were swapped and soon they were reviewing the ServiceMax system.
“They came to see us and gave us a presentation and we looked at it and thought about it and then initially put it on the back burner.” Admits Lovery.
Something that many companies in Service2’s position will do as the day to day tasks of keeping your business growing take over your To Do list.
However, Lovery was wise enough to take a step back, to focus on the forest rather than the one tree ahead of her as it were and realised if Service2 was to continue to grow they would be better off acting sooner rather than later.
“We thought you know what we really need to do this now.” She concedes “Our plan is to be twice the size, three times the size year on year and I thought I don’t want to be implementing a system for 50 people when I can implement it now for 15.”
“Our plan is to be twice the size, three times the size year on year and I thought I don’t want to be implementing a system for 50 people when I can implement it now for 15.”
Such an approach is of course extremely forward looking and one that many companies only realise they should have taken when it’s too late. However for Lovery it was simple common sense.
“Coming from a clients service/account management background for me it is absolutely vital that we can manage our accounts properly, we just simply wouldn’t be able to grow unless we do” she explains
“With our previous system I just couldn’t see how we could manage that. It’s just too many plates spinning, For us it’s like we’ve employed the system instead of employing another person to some degree."
And it’s not just the task of managing the engineers that is proving useful to Lovery. It is also the ability to keep a much closer eye on the P&L.
“Before we didn’t have such huge visibility we didn’t really have much transparency to be honest. Not because it’s wasn’t there I just didn’t have time to go and find the information I needed.” She explains
“Unless I’ve got a system like ServiceMax how can I track every nut and bolt that is purchased against a job? I can do some costing and put some rough numbers around what our profit and loss is but without a system like this in truth “ To me that’ visibility is really, really vital. It’s about being able to see both where we can maximise profitability but also where we can make cost savings etc.”
Of course the Field Service Software market is a highly competitive one and despite the recommendations Lovery looked at some of the other providers available before opting for ServiceMax. So what was it that made them the preferred option? “I found ServiceMax to be a to be a lot more dynamic.” She starts “I also liked the fact that it was Cloud based not something that was built on our system.”
“At times you think well we’re only a small company of 15 people, how is that going to work for us - but surely principles that the business is built on, the foundations, they are the same regardless of size.”
“For me best practice isn’t what the engineers on the other side of town are doing, I look to Cannon and GE and those types of brands and ask what are they doing? So I love the fact that ServiceMax has small family owned businesses as much as multi-nationals as part of their client list.”
It is here that we perhaps begin to see why ServiceMax have gained such a glowing reputation from this particular customer.
For whilst Lovery is clearly very happy with the software, her endorsement of the software provider runs far deeper than product alone.
“I really like the networking opportunities and the different people it would bring you into contact with that other providers couldn’t offer.” She continues referring to the many client focussed seminars , workshops and conferences ServiceMax run each year.
“I’ve really enjoyed the seminars at their usergroup and for me just being able to take part in that type of event, listen to other peoples issues – what they love about the platform what they don’t, is just so helpful.”
“You don’t know what you don’t know so, just listening to others who have been with the platform longer or have experience managing bigger teams than ours, such sessions are really useful.” She adds.
It is through such activities that ServiceMax are able to encourage their customers to grow with the platform. An approach that generates more than enough brand loyalty to make these events worthwhile.
It may seem cheaper or easier at the time to have taken another platform but we really like the direction of ServiceMax as a company and it seems that they are someone we can grow with.
In addition to the networking opportunities that ServiceMax offer to their user base it is also their commitment to delivering excellent customer service that has Lovery so impressed.
“Our account manager has been really excellent I have to say” she comments “he has been really supportive, helping us make the right connections, just offering support and advice when we need it, on that level the client service is fantastic and that’s the case with the whole team so far.”
And with a dedicated project manager available Lovery is confident that she will be able to be fully adapt the software to their needs as the company continues to grow and evolve.
“Because I’m implementing it myself my project manager, who I speak to two three times a week is teaching me the tricks and tools that I might not have been aware of and that has given me a certain amount of independence to run with it.”
She explains “If in six months time I want to make a few changes I’ll be able to do that myself”
Indeed in the often ruthless world of corporate software it is refreshing to note Lovery’s enthusiasm for her provider.
Yet by giving Lovery and Service2 the freedom to make such changes, and empowering them to be able to manage their system as their business grows, supporting them with excellent service, and helping them establish a wider network of contacts, ServiceMax are likely to secure the business of this fast growing company for many years to come.
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May 07, 2015 • Features • Podcast • resources • Exel Computer Systems • HVAC
Welcome to the latest edition of the Field Service News podcast. This month we welcome back Simon Spriggs of Exel Computer systems as we look at what are the biggest challenges for large field service companies, what lessons can smaller companies learn from their larger counterparts and why the HVAC industry is leading the way in many aspects of field service.
Click here to download the full podcast now!
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May 06, 2015 • Features • Aly Pinder • NetMotion • resources • White Paper • White Papers & eBooks • Software and Apps
Resource Type: White Paper Published by: NetMotion Wireless Title: Service Mobility: The right technology for the right tech Download: Click here to download this white paper
Resource Type: White Paper
Published by: NetMotion Wireless
Title: Service Mobility: The right technology for the right tech
Download: Click here to download this white paper
By downloading you agree to the T&Cs listed available here
Synopsis:
Written by Aberdeen’s Aly Pinder, this white paper highlights the key trends in field service driving further interest in and adoption of mobility. This report will also take a look at what capabilities are necessary to successfully deploy mobile tools.
Overview:
Topics within the white paper include:
1. Mobile still has a strategic place in service
Many firms have identified the field service team as a channel to not only deliver service but also interact with the customer. The importance of the technician to the success of the organization has led to the search for weays to equip them with the right tools. These tools must help these valued resources excel at their jobs while also providing invaluable insight to the rest of the organisation.
2. Mobility must keep service ahead of customer expectations
Will customers ever ask for service to devolve or become slower? Customers will always want more for their dollars, sometimes even if they are not actually paying for their service. In regards to field service, the top pressure facing service organisations that is leading them to focus on mobility is the customer demand for faster service.
3. Mobility is more than a device
Much of the buzz around mobility and deploying new technology is around flashy new devices that have ever more processing speed. But inherent to this buzz is the fact that any technology will eventually become obsolete. The true value in mobile tools is the ability for this technology to provide insight and intelligence to workers in real time.
4. From paper to productivity
The goal of improved service for the customer starts with some key leading indicators: worker utilisation and worker happiness. Leaders outperform Followers in many key metrics, not least of which is the proof that exceptional field service aided through mobile devices works (see renewal of service contracts with customers.) Happy and productive employees will go that extra mile to not only do their jobs, but even more importantly, word hard to positively overwhelm the customer.
5. Successfully deploy the value of mobility
Heightened performance in KPI is not a by-product of plugging in mobile technology alone. Top performing organisations implement strategic internal capabilities to ensure that a mobile strategy is maximised by the field to resolve customer issues efficiently.
6. Excel at making mobility key to service excellence
In order for mobility to avoid the buzzword wasteland, organisations need to see a direct impact on what matters to the top and bottom line, profitability. The key link to profitability is delivering the level of service that customers are willing to pay for. This valuable service is not the historical view of service, which was reactive, now service must go above and beyond.
To reach this level of success service firms should follow a few best practices implemented by industry leaders:
- CSOs drive service initiatives in mobile strategy. The chief service officer within an organisation must ensure that a mobile strategy isn’t just a product spend from IT. There must be a clear strategy that understands the ramifications and opportunity of real-time insight into technicians, customers, products, vehicles and equipment. A senior leader also will understand that all things even mobility, must come back to the customer and in turn profitability.
- Build buy in from the front line. A strategy is only as good as the workers that embrace it. Many initiatives have failed as a result of not gaining buy-in from the stakeholders , who ultimately have to use the tools being implemented. Therefore it is integral that service organisations work with front-line employees in regard to the identification, selection and deployment of any mobile technology. If the technician is involved in building the mobile strategy, they are more likely to work to maximize the value of technology for the organisation.
- Make data a source of insight for learning, training, and improvement. Data stored in a knowledge base at headquarters is a waste of time money and effort. Top performing firms empower their organisation to enhance products and service through the data captured in the field. Customers might let you get away with failure once, but they expect the service organisation to continuously improve. In order to improve, the entire team needs to be tied into service excellence.
Click here to download this white paper
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May 05, 2015 • Features • Hardware • Advanced Field Service • research • Research • wearables • BYOD • rugged
In the first part of this exclusive research project run in partnership with Advanced Field Service, we looked at the types of mobile devices being used in the field and why it seems that the days of pen and paper are becoming increasingly numbered....
In the first part of this exclusive research project run in partnership with Advanced Field Service, we looked at the types of mobile devices being used in the field and why it seems that the days of pen and paper are becoming increasingly numbered. Now in the second of this four part series we look at whether there is a future for wearables in field service, are devices being used rugged or consumer and has BYOD worked?
There is also a white paper accompanying this series, with even further insights, which you can download here
The next wave of technology –wearables
Of course whilst one end of the spectrum is the laggards still using paper based systems at the other end we have the bleeding edge early adopters. With 2014 being predicted to be the year of the wearables have these very personal computers started to become part of the fabric of the field engineers tool-kit? Or have wearables faltered in industry much as they have done in the consumer world?
Our research would seem to indicate that the latter is true with two thirds of our respondents stating that they didn’t think Wearables would be a device they would be implementing within the next 12 months. Many of the arguments against such devices becoming part of the field engineers tool-kit were focussed around there simply not being a need for them in the eyes of many.
Comments from those who didn’t see Wearables coming to the fore anytime soon included there being “no obvious benefit of wearable technology”,“Too small, not enough visible info, techs have enough gadgets they need tools that work efficiently – not toys to keep up with technology” and the rather damning “They are a gimmick. No-one takes them seriously”
As for those who did see the march of the Wearable happening within the next 12 months almost three quarters (71%) felt this was because Wearables could help “improve the engineers work-flow”
As for those who did see the march of the Wearable happening within the next 12 months almost three quarters (71%) felt this was because Wearables could help “improve the engineers work-flow” over half (56%) saw the advantage of “hands free working” as key to the potential of the devices while just under a third (32%) identified “health and safety” as a reason why Wearables could be important.
Rugged vs. Consumer
Having established the form factors that were prominent in the industry, the next focus of our research moved on to another ongoing debate in field service – is the higher cost of rugged devices worth it in the long term?
Or are consumer grade devices fit for the task?
Our research highlighted that amongst our sample group of field service companies at least, the vast majority of almost three quarters of companies (74%) were using consumer grade devices compared to the 21% of companies using more rugged devices.
Often one of the most frequent arguments put forward by rugged device manufacturers is the Total-Cost-of-Ownership – i.e. that whilst a consumer grade device may be available at a lower cost, across the space of the devices lifetime the more expensive rugged device will prove to be a better investment as repairs and replacements for the consumer grade device mount up.
It would appear however, that either the numbers don’t stack up or that the argument is falling on deaf ears as almost half (48%) of those companies that selected a consumer device based their decision around cost, while 44% cited the fact that they felt the “improved speed of user adoption” was what drew them to a consumer device.
BYOD
The other reason cited for the preference of consumer devices was BYOD. However, despite a large amount of hyperbole surrounding the movement towards implementing a Bring Your Own Device policy this remains a largely unpopular option, with less than a tenth (8%) of those companies opting for consumer devices citing BYOD as the reason for doing so.
Amongst this small group the leading reasons for taking this approach were “quicker user adoption” and “employee satisfaction” which were both identified by over half of the respondents. Meanwhile the lower costs associated with the BYOD was acknowledged as a driving factor by a 29% of respondents in this section.
hose who had implemented a BYOD policy had universally found it to be a successful approach with 86% reporting that it had been a successful strategy
The reasons for the success of BYOD were stated as “increased productivity” (44%), “engineer satisfaction” (43%) and again interestingly the cost factor scored lowest with just 14% stating that the “reduced cost of mobilising their workforce” was a significant factor in why they perceived their adoption of a BYOD policy as a success.
From the engineer’s point of view the adoption of a BYOD policy was also mainly positive with 86% of respondents stating their engineers were “generally supportive of the policy”. However, such a policy was not universally accepted by engineers with 14% of respondents admitting they had faced “strong resistance to BYOD” from their engineers.
Want to know more? Download the exclusive research report now!
Find out more about Advanced Field Service in the Field Service News Directory
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May 05, 2015 • News • Kony • Platforms • Enterprise Mobility • Software and Apps
Kony, Inc. a leading enterprise mobility company, recently announced that it has been named as a “Leader” and recognised as one of the best platform offerings for the enterprise, and most comprehensive cloud-based mobile solution on the market in...
Kony, Inc. a leading enterprise mobility company, recently announced that it has been named as a “Leader” and recognised as one of the best platform offerings for the enterprise, and most comprehensive cloud-based mobile solution on the market in the Ovum Decision Matrix: Selecting a Mobile App Development Platform (MADP) Solution, 2015-16 report.
Kony was also highlighted as one of the most widely deployed application development platforms, with a broad range of both mission-critical enterprise and consumer-facing scenarios. As the largest pure-play provider focused on enterprise mobility solutions, Kony serves more than 20 million mobile app users worldwide and manages more than a billion user sessions annually.
“Mobile will be the ante to the game of commerce, productivity and loyalty,” said Thomas E. Hogan, chief executive officer, Kony, Inc. “As mobile is fast becoming a major catalyst for business innovation and process transformation for the enterprise, I believe companies will either lead with mobile or be left behind. The recognition of Kony as an industry leader by Ovum is a testament to the relentless focus and commitment by our Kony team to help our customers take full advantage of the power of mobile to advance their business agenda.”
“Smart mobile devices are proving to be the preferred choice when connecting to the Internet, not only for consumers, but also now for enterprise workers.”
The report also states that many enterprises are prioritising mobile apps over all other app development requirements, for both external (business and consumer-facing) and internal requirements. Furthermore, enterprises today must have a mobile app strategy, driven by consumers choosing to do more with their mobile devices over traditional computers.
Ovum recognised Kony for developing a leading business to address the needs of enterprises as they turn to app development solutions that offer a build-once, deploy to many device operating systems and form factors.
The Kony Mobility Platform is an end-to-end mobile app development platform that offers full lifecycle support on-premise or on the cloud. In the Key Findings section of the report, Ovum states “The advantage of a wide-scope MADP solutions in one box is that developers have a one-stop solution, reducing tool overheads and integration issues, facilitating traceability of work assets.”
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May 05, 2015 • Features • Management • Recruitment • servicemax
As we draw closer to our next webinar we begin a new series looking at one of the key topics - the growing danger that field service is facing a real talent shortage within the next decade...
As we draw closer to our next webinar we begin a new series looking at one of the key topics - the growing danger that field service is facing a real talent shortage within the next decade...
To register for the webinar that will accompany this series click here...
It’s a major challenge being faced in many industries but the statistics for field service companies, across all corners of the globe, are particularly bleak.
One such statistic is that 40% of Field Workers are over 40 years of age. That’s nearly half of our workforce that will need replacing within a twenty-year period.
Let’s consider another.
60% of companies are currently report that they are understaffed in their technical and highly skilled positions. This is also in an area where demand is predicted to grow twice as swiftly as other professions by the year 2025.
Whichever way we look at it we are under increasing pressure to meet a growing demand to acquire and retain new additions to our mobile workforces and this theme is at the heart of our forthcoming webinar with ServiceMax.
Indeed it is a topic that has come to the attention of the team at ServiceMax a number of times particularly in their customer focussed workshops and seminars.
Explaining further Randy Reynolds, VP Product Marketing, ServiceMax commented “We didn’t realise just what a critical area this was in the field service space” He began before explaining that it was in fact at a round table at last years MaxLive event in Paris that the dawning reality of the problem really struck home.
“What was interesting is that this is a conversation I was hearing a lot of” Reynolds continued before expanding further.
“Perhaps the first thing that I noticed a lot of our customers saying was that there are significant changes in the requirements to fill field service positions.”
“Historically they would be looking to hire people with very strong technical knowledge, very product related knowledge but now because the role of the field service technician is evolving, companies are looking for what we could consider softer skills.”
“Field Service companies are now looking for people that can interact with customers and deal with different situations that are out in the field.” Reynolds added “So rather than going out and looking for people with great vocational skills, many companies now feel that they can teach those skills on the job. What they truly need is people who can relate to and really understand the customer, people who fundamentally understand the service equation side of the role.”
So if we return to our opening thoughts around the challenges we face in terms of replacing an ageing workforce, not only is their mounting pressure for us to seek out talent, there is also a need for us to reinvent the profile of our workers simultaneously.
Challenging times indeed.
Another of Reynolds colleagues at ServiceMax who has been doing a lot of work in this area is Patrice Eberline, Vice President, Global Customer Transformation, ServiceMax.
However Eberline, who has a wide background in professional management working across implementation, training, change management and deployment and adoption across a career spanning nearly twenty years, sees the current situation not only as a challenge but also an opportunity to truly ignite transformation for ‘future year staffing.’
Eberline, who is giving the lead presentation in our next webinar being hosted on the 20th May at 4pm BST, admits that traditionally as an industry field service has been in a fortunate position when it comes to staffing.
“We’ve been lucky in field service in that traditionally we have had low turnover and high company loyalty.”
The problem, Eberline asserts runs far deeper than the challenge of replacing lost man hours. The underlying issue, which is even more worrying, is the loss of knowledge that goes with each and every individual that retires or moves on.
Knowledge that all too often isn’t documented either Eberline points out.
“I recently had a technician come into my home” she explains anecdotally “but being a little bit of a geek I’d spent ages looking all over the web for a solution to my problem. Honestly I didn’t feel like there was much to be done but getting an engineer out was the next step before buying a replacement.”
“However, literally within 5 to 10 minutes of arriving the engineer had developed a work around that wasn’t listed anywhere in any documentation. That fixed my problem and gave me some additional life on my device and promptly left me feeling wonderful about this – so this stuff is really important.” She concludes.
Indeed it is this threat of potential knowledge leakage that is perhaps the greatest danger of the ageing workforce crisis that field service companies face.
This knowledge, sometimes referred to as tribal knowledge, in that it is knowledge that is accrued through the years spent on the job, is starting to leave our businesses as the workforce reaches retirement age. So we need to capture this knowledge and find a way of releasing it quickly.
This is where we really need to embrace the technologies available, and systems such as ServiceMax are key to enabling product sharing platforms such as that implemented by Elekta in recent times.
As we see industry wide moves towards platform based approaches, driven largely by the success of Cloud based offerings such as Salesforce then the ability to not only document product knowledge but to have that knowledge as widely accessible as possible, integrating with numerous business areas such as field service software, CRM even accounting software can be hugely advantageous.
as we look to the next generation of potential workers, the so-called millennial generation, this trait of open knowledge sharing is actually inherent to their makeup.
So perhaps the future is not as bleak as first it seems?
We need to make the transition away from tribal knowledge to social collaboration and we need to start doing it swiftly. But the technology is available and the next generation of field workers should have all the skills required to be able to adopt such an approach swiftly.
The challenge is going to be in making the transition from a to b as smooth as possible.
This most certainly will be easier said than done, however the work being done by Eberline and her peers will undoubtedly help us in defining our own specific road map and this is something we shall be exploring in further features in this series as we lead up to the webinar on 20th May.
To join us for this webinar click here and register now.
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May 04, 2015 • Features • Events • Service Management Expo • SME
Running across the 16th, 17th and 18th of June the Service Management Expo remains one of Europe’s key field service events…
Running across the 16th, 17th and 18th of June the Service Management Expo remains one of Europe’s key field service events…
The Service Management Expo has for thirty years been a central pillar within the field service calendar. Whilst there are a growing number of excellent conferences that showcase some of the leading trends within the field service industry both in the US and Europe, when it comes to an exhibition format, with the sheer number of vendors demonstrating their field service solutions within the vast exhibition hall held in London’s impressive Excel complex (Service Management Expo is just one of a number of exhibitions brought together by organiser UBM under the Protection and Management umbrella) the Service Management Expo for the time being at least remains unmatched.
Whether you’ve been given a brief to go and find the best solution for your field service operations or if your just there to see what is available so you can start putting together some plans, with over thirty different providers there will be plenty of opportunities for you to get a close up look at the various specialist software and hardware available that can make your field service operations that much more efficient.
Yet whilst Service Management Expo is very much about the exhibition stands with this many industry experts floating around in the same space it would be criminal not to get some of them together to share their insight into what is making the industry tick in 2015. This is where we come in!
We will be hosting a series of interviews, presentations and panel debates throughout the three days of Service Management Expo plus this year we will be closing each day off with a chance to network with fellow professionals over a beer or glass of wine.
Across the coming weeks we will be looking in a bit more detail at what these sessions will entail with each of the days being brought together under a broad theme for the day. Here we look at the sessions for the first day of the sessions Tuesday the 17th of June.
After an opening presentation by the theatres co-sponsors IFS and Field Service Management the next session of the day comes from George de Boer, International Alliance Manager at TomTom Telematics which begins at 11.45am
DeBoer’s presentation entitled “Open innovation: The key to seamlessly connecting your back office with your mobile workforce” sets out to outline how your Field Service Application can be connected to your service vehicles and engineers? With a focus on those field service managers who are looking for more control, lower vehicle cost and a paperless process. De Boer’s presentation will set out to show attendees how TomTom Telematics’ open fleet management platform WEBFLEET connects your back office with your mobile workforce.
After two presentations from software vendors we move towards a more strategic topic as Nick Frank gives us his presentation “Service Thinking & Imagination: The secret ingredient in monetizing the iotS and all that connectivity stuff” at 12.30pm
Looking at The Internet of Things (IoT), M2M, Big Data and the premise of Frank’s presentation is that whilst they are an inherent part of the future of field service connected products have no value by themselves. It is the data they deliver that can enable us to start blurring the distinction between Products and Services and it is here that we will start to see significant value.
For Field Service to really leverage these exciting technology concepts, companies must re-orientate their focus from purely the product related experience argues Frank and his session focuses on how increasingly Field Service companies must gain insights into the value they create deep within their customer's business, and figure out how they use their technology and know how to make a difference.
Following directly on from Frank’s presentation is the first of the day’s on stage interviews with host Kris Oldland, Editor of Field Service News talking to Professor Tim Baines of Aston University in a session that begins at 1.15pm.
Following on neatly from Frank’s preceding presentation this session titled “Advanced Services 101 - Just what the hell does servitization mean anyway?” Takes advantage of the eminent Professor Baines position as one of the leading proponents of the growing servitization trend to try and identify exactly what is meant by Advanced Services and Servitization. With the Aston Spring Servitization Conference running just a few weeks earlier Baines will also be able to give us all of the latest thinking on this increasingly important topic to the field service industries.
One of the key questions we will be exploring is this concept suited to companies of a specific size or vertical as well as what are the benefits and how will it impact Field Service operations?
The interview sessions continue as we turn our attention to another of the emerging challenges of modern field service – i.e. data security at 2.00pm
This time Oldland welcomes Steve Foxley, Director Customer Services for manufacturing giant Siemens to the stage with the conversation being focussed around the challenges that field service organisations will face when it comes data security as through trends like big data and the IoT the issue becomes ever more pressing.
With the Field Service operations having gone through (and continuing to go through) a period of rapid evolution and as the day’s sessions will have discussed IoT, Servitization and Big Data amongst others are opening the doors to ever more efficient and profitable service operations, but are also introducing new challenges.
With the Field Service operations having gone through (and continuing to go through) a period of rapid evolution and as the day’s sessions will have discussed IoT, Servitization and Big Data amongst others are opening the doors to ever more efficient and profitable service operations, but are also introducing new challenges. So this session will look at not only how can we mitigate them but also how important it is to understand these challenges when before we take the first steps down such a path.
After what promises to be day full of plenty of interesting concepts that should provide plenty of food for debate we will provide an hour of networking to continue the conversations in a more relaxed environment with complimentary drinks.
Register for field service news now for free by clicking this link
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May 04, 2015 • Features • Future of FIeld Service • future of field service • pristine io • Smart Glasses
The future of field service is going to be very different when the Smart Glasses revolution finally arrives says Pristine IO CEO Kyle Samani...
The future of field service is going to be very different when the Smart Glasses revolution finally arrives says Pristine IO CEO Kyle Samani...
When Google announced the retirement of their Glass Explorer program some corners of the worldwide media denounced this as an admission of failure.
Despite huge early attention surrounding the smart glasses, the product had never quite lived up to the hyperbole and a growing number of less than sympathetic reports featuring Glass (not least to mention the widespread adoption of the newly coined term Glasshole) had meant that a shadow was being cast across Google’s latest centre piece.
For the naysayers the closing of the public beta Explorer program was a final nail in the coffin for Glass. In fact the truth remains very different.
For the naysayers the closing of the public beta Explorer program was a final nail in the coffin for Glass. In fact the truth remains very different.
What Google have done however, is take a step back from the world of the consumer and the increasingly blurred lines of fashion and technology and turned far more of it’s attention to the world of business.
An obvious, yet intelligent move given that a) the potential application of Smart Glasse is massive within industry – especially in field service and b) no one product has truly been able to meet the needs of and exploit the massive potential of wearables in field service.
Of course having the hardware is great, but to unleash the real power of such a device we need dedicated apps. For that we need developers that truly understand the audience they are working for.
So Google established the Glass at Work program.
A program where they selected the brightest and the best development companies working on Glass and gave them the support needed to help them flourish.
It’s a select group with only ten certified Glass at Work partners listed by Google currently. One of those companies is Austin based Pristine.io and to find out more about what the next chapter holds for Glass (and other similar products) in field service, we caught up with their CEO Kyle Samani.
“Pretty much the moment Google announced Glass that’s when I had my Eureka moment – I thought that’s what I’m going to go and do.” - Kyle Semanie, CEO, Pristine IO
Indeed Samani has the credentials to do well. As mentioned in the introduction, an understanding of the end-users that Pristine’s product is designed for is a large factor in their potential success and Samani whose background prior to launching Pristine was in the design and development of EMR systems for healthcare organisations was certainly well placed to step up to the plate
“I studied finance at NYU and I’ve been programming ever since I was a kid. I’ve always been at the cross section of business and technology” Samani explains.
So what led him to launching Pristine? Is it a case of being the right guy at the right time in the right place?
“Pretty much the moment Google announced Glass that’s when I had my Eureka moment – I thought that’s what I’m going to go and do.”
He admits “Someone was going to go out there and make the software to make this thing useful for the enterprise and I was dead set from the moment I saw it that it was going to be me.”
And it certainly seems that Samani has getting things right so far as his fledgling company has rapidly grown in the two years since inception.
Pristine now has over 20 employees and perhaps more importantly over 30 customers. Also whilst a background in medical systems provided a natural opening for Pristine, their customers are not confined to this space.
Whilst they exploited a niche within the healthcare sector, it was soon apparent that within the horizontal sector of field service there lay a far greater prize
As Samani explains “Our customer base is pretty broad, it does include healthcare but it also includes a lot of other companies outside of healthcare as well.”
“For example right now we are working with a large manufacturing company that produces conveyor belts, so big heavy industrial machinery, and those guys are seeing a huge amount of potential in the platform. We’re also working with companies now in the auditing space within food production for example.”
He continues outlining the variety of companies that could benefit from adopting Smart Glasses into their work-flow.
“Basically we’re seeing adoption of our technology in any environment where you have heavy equipment that if it’s not functioning, it’s going to effect the profit of the business operation. From lab diagnostics in a hospital to packaging equipment in a factory.”
“We even have one company we are working with in construction and for them a big bottleneck in terms of getting their work done is just getting an architect out on site.”
“So they are using our technology to replace the six hour flight and five hour drive. That’s essentially wasted time and expense for them but now they can have a guy on-site with a pair of smart glasses and an architect dialling in remotely avoiding the wastage”
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May 04, 2015 • Features • Hardware • NetMotion • Panasonic • Events • hardware
Panasonic Toughbook's Enterprise Mobile Technology was the first big UK event of the field service calendar and it set the bar high for the rest of the year writes Kris Oldland...
Panasonic Toughbook's Enterprise Mobile Technology was the first big UK event of the field service calendar and it set the bar high for the rest of the year writes Kris Oldland...
Deep in the heart of the English country side lies the St Georges complex, home to aspiring dreams of the English football association, and given the fervour that surrounds the English national team every time a major footballing tournament comes around, such dreams of aspiration and success are reflective of an entire nation’s subconscious.
Such auspicious surroundings then were an ideal location for an event that had aspirational themes of it’s own. Namely the continuing evolution and improvement of how we operate our field service divisions, how we streamline our efficiency and establish ever greater levels excellence in our service delivery.
And as with modern sport, including the beautiful game, the alignment of technology with forward-looking strategy is a core part of how we take these steps forward. And technology was of course at the heart of the Enterprise Mobile Technology conference (admittedly the clue was in the name!)
With a number of new advances being revealed both by host Panasonic and a number of their key partners including the likes of Brother, NetMotion and Microsoft, the day certainly met it’s objectives.
Such auspicious surroundings then were an ideal location for an event that had aspirational themes of it’s own. Namely the continuing evolution and improvement of how we operate our field service divisions
The day began with a brief introduction from Kevin Tristram, General Manager, UK & Ireland Panasonic Computer Product Solutions before we moved to an excellent look at ‘smarter technologies for a connected mobile workforce” presented by Russel Young-Husband, Sales Director Panasonic Computer Product Solutions, which nicely set the tone of the day, giving us insight into the technology our hosts were developing and how it can improve our workflows, without ever feeling like a hard sales pitch.
Given the backdrop, and the many reminders of great moments in English Footballing history that adorned the walls throughout the impressive complex, there was perhaps a definite hint of fate’s irony in the fact that the closing session of the morning was presented by Welshman Jon Tucker, European Product Marketing Manager, Panasonic Computer Product Solutions.
However, obligatory rugby jokes aside, today was about collaboration not rivalries and this very much came to the fore in what proved to be a highly interactive opening session, cleverly enabled by some of the mobile technology being showcased later on throughout the day.
Tucker posed a series of questions to the audience based around some strong industry research from a number of sources and with each table having a FZ-G1 on the table quick polls were taken from the audience to see if the consensus in the room match the wider research findings.
What was particularly interesting was that throughout the session we kept seeing the audience responses matching quite closely with the wider research adding validity to the trends being highlighted in a very tangible way.
It was a good start to what would prove to be an excellent day.
In the first break of the day there was the requisite buzz amongst the delegates that can so often signify how an event will pan out.
Yet this was not down to chance.
For a start this is that was not Panasonic’s first rodeo when it comes to putting such an event together, but this isn’t only evident in the slick presentations and great execution, it is at events like this that real relationships can be formed and much of the conversation was of people reconnecting.
There were clearly many such relationships both between Panasonic and their customers, but also between the delegates themselves, who despite coming from wide and disparate disciplines, face similar challenges in managing their relative mobile workforces.
With opportunities for such peer-to-peer networking somewhat more restricted in field service compared to other business sectors (largely due to the horizontal nature of the sector itself) the chance to resume conversations and compare notes at such events is often taken up with gusto when presented.
Indeed the conversations continued right through the break and back into the next session, which featured David Rodger, Commercial Lead, Windows Business Group, Microsoft UK Unfortunately, we are unable to tell you much about this session as there was a no media policy in place so we an say is that it possibly interesting and probably was about holograms and that Microsoft 10 is hopefully going to be more of an XP than a Vista.
It is an ironic fact of how business works, that often the people we would most like to here from as leaders in there field are often simply too busy doing what it is they do (and what it is that we want to here about) to find the time to write a presentation about it for our benefit. The panel debate format allows us to benefit from hearing from such folks and the panel here certainly didn’t disappoint.
The conversation was open, honest and insightful with a number of key learning’s being presented from the panel and as with any session of this format we left with not only a number of answers, but also with a number of new questions
Indeed again the conversations across lunch were vibrant fuelled by the morning sessions, with ideas generated from the panel were being bounced around and exchanged.
A short hour later, the delegates were separated into four groups as we moved into the smaller breakout sessions. I mentioned earlier the dreaded death by PowerPoint scenario and often it is at such a point in a day that the risk of this raises its head. I always find that an early start, some intensive early sessions and a full stomach are natural enemies of attention when it comes to sitting through presentation after presentation.
Thankfully, the event organisers were of the same mind-set and so put together a great mix of approaches to the afternoon sessions.
The first of which was a look at some of the latest technology to come from Panasonic.
Whilst this session could of potentially have strayed worryingly into sales pitch territory, thankfully the hands on approach delivered Tom Szwed, Customer Relationship Manager, Panasonic Computer Product Solutions didn’t ever have the feel of a straight marketing push, instead the underlying vibe of the session was more akin to earnest excitement, and genuine pride in the technology on show.
With the announcement of Panasonic’s latest rugged laptop the CF-54 having been made just a few weeks earlier this took pride of place within the session although much of the thinking of the new launch seems to apply to Panasonic’s approach to product development moving forward.
The CF-54 boasts a wide range of customisable options which makes it an interesting proposition for a number of industry verticals, but it’s thinner, sleeker profile has much of the look of a consumer device despite the device being certified as ‘semi-rugged’.
Powered by a fifth generation Intel Core i5 vPro processor and running Windows 8.1 Pro or Windows 7, with the option of an upgrade to Windows 10 upon availability, the CF-54 delivers an impressive computing power compared to similar products yet.has also been put through vigorous test, which Swzed guided us through to achieve it’s semi-rugged certification.
As well as being able to survive a fair share of drops and bumps, the CF-54 is also capable of operating between temperatures as low as -10C to 50C, is dust and water plus boasts additional spill protection, which now covers both the screen and the keyboard.
However, if the CF-54 was the central product in this session, it was the yet to be released and as yet unnamed prototype device that generated the most buzz.
This device was what could potentially be the world’s first rugged detachable, and straightaway it’s potential application within the field was being discussed. As those attending the session got their hands on this initial prototype, which at first glance looked like a standard rugged notebook but whose screen could be detached to be a fully operational tablet in it’s own right the application of such a device was clear.
“They [the engineer] would just take the tablet into the customers, but then could slot it into the keyboard as soon as they are writing up their reports” commented one fellow attendee.
Indeed, the idea of a rugged detachable makes a huge amount of sense. Detachables are not anything particularly new and surely we will see a number of similar devices appear on the market in the not too distant future.
However, there is a definite advantage in being the first to deliver such a device, and on the evidence available here it would seem Panasonic, with a working prototype that is close to a final iteration, may well be able to gain that advantage and further grow what is an impressive market share within the rugged space.
There is a definite advantage in being the first to deliver such a device, and on the evidence available here it would seem Panasonic, with a working prototype that is close to a final iteration, may well be able to gain that advantage
We were led into a room that was dominated by a huge snakes and ladders-esque board.
Split into teams our challenge was to navigate our way from start to finish with challenges such as dropped devices, drained batteries or working in the rain barring the way. With half of the teams being allocated a Toughpad and the other half being allocated a ‘consumer device’ Perhaps unsurprisingly (and despite strenuous denial of any underhand rigging) the game was comfortably won by a team brandishing a Toughpad.
However, whilst there may have been a less than subtle message around the benefit of rugged vs. consumer when it comes to total cost of ownership it was delivered in what was a genuinely enjoyable format.
The next session we returned towards convention with a presentation from event partner NetMotion Again the session had the potential to stray into dangerous territory. There is only one thing worse than death by PowerPoint, that is death by PowerPoint whilst being sold at.
I’ll admit to having some trepidation as energetic American Erik Helms, VP Strategic Partners & International Sales, NetMotion Wireless, began his presentation. Being a reserved Brit, with an upper lip so stiff it may have passed away without me noticing, my natural defences tend to get raised when confronted by American presenters.
They are just so excitable, so enthusiastic and so damn friendly that I can’t help but think ‘what’s the catch’.
So admittedly Helms already had a significant hurdle to overcome. Yet he not only managed to win me over, he did it with style and panache.
The NetMotion product whilst having a number of functionalities and layers is relatively straightforward. It just makes online stuff better, much better in fact.
All of this was outlined by Helms, with the assistance of his two colleagues Lee Johnson, Global Field and Channel Marketing Director, NetMotion Wireless and Chris McKie VP Regional Salesw EMEA, NetMotion Wireless, through one of the best 30-minute presentations I’ve sat through in a long time.
Helms based his presentation around one user comment that the system ‘just worked like magic’ and played on this with a magician theme that quoted some of the great classic magicians, bringing an excellent sense of theatre to the session – with a great use of props including some beautifully lo-fi home made faraday cages made of aluminium foil.
It was also the first time I’ve ever seen someone use a machete as part of their presentation, well in field service at least.
However, Helms didn’t just rely on gimmicks to promote his product. What was truly impressive was the technology he was showcasing which sat at the heart of each section of his presentation.
Similarly, Helms himself was by no means just there for his admittedly very good presentation skills. As the session came to an end a number of questions were fielded and name was able to give knowledgeable answers throughout. For the second time in an hour I found myself leaving a presentation I had expected to be a straight sales pitch, genuinely interested in what I had seen, and with the way it had been delivered.
It was in the final break-out session however, run by John Harris, General Manager- Engineering, Panasonic Computer Product Solutions, which had not only peaked my interest but was also perhaps the most effective in communicating why field service companies should seriously consider spending their money with Panasonic – yet there was no sales pitch here.
In fact it was a forward look at products in development with Harris providing some insight into some hands on testing he himself had undertaken.
We were given a detailed overview of smart watches Harris had trialled including the Intel and Samsung offerings and a fascinating glimpse of a wearable vest that Harris was actually wearing during the presentation which monitored heart rate. One simple application of which Harris outlined could be linking the sensors to the engine of commercial vehicles – the implication of this of course having added resonance in the wake of a recent tragedy in Scotland where a bus driver suffered a heart attack at the wheel causing an accident with multiple fatalities.
As well as also showcasing some impressive technology around digital signature capture and processing the potential benefits of such applications there was the show stopping demonstration of a 3D camera, which was able to measure, the full dimensions of a real-life box accurate to within a few millimetres.
The technology on display was certainly impressive and Harris was an assured and clearly knowledgeable speaker, however what was perhaps the most impressive aspect of this session was the two-way dialogue.
There were a number of requests and suggestions made throughout the session, which largely due to Harris’ relaxed style felt more like an open forum than presentation, including one attendee pointing out that the Panasonic camera’s his organisation (a broadcast company) required standard SD cards for storage, yet the Toughbook’s they used had no option for incorporating this format.
It was an obvious issue which whilst certainly not insurmountable would impede and slowdown the workflow for their remote operators. However, as the explanation was outlined to Harris, he not only quickly grasped the issue but also promised to look into the issue and see how this could be fixed in future product iterations.
Admittedly, many presenters in most organisations would say something similar, at least paying lip service to the request.
However, there seemed an earnestness about Harris which when aligned with his role and seniority made me genuinely believe that he will actually look into each of the requests made.
Observant readers may have noticed that is the second time I have used the word earnest and this was perhaps the biggest surprise and also the most powerful argument for why a company should opt to work with IT giant.
Very simply I was genuinely and pleasantly surprised by just how accessible the senior management at Panasonic were. There was a true willingness to engage with and listen to their customers throughout the day, and this was exemplified by Harris’ session.
After one final coffee break it was time for my own keynote presentation. Which was of course excellent but modesty prevents me from saying much more other than we covered a lot of the topics regular field service news readers will be familiar with as we looked at what tools the field engineer of 2020 may be using, including NFC, 3D Printing, IoT and Wearables.
However, whilst it was a privilege and a pleasure to share my thoughts with the audience, and I really enjoyed the opportunity to have a number of really great conversations around my presentation over a beer or two in the drinks reception that followed, today was Panasonic’s day, and they had delivered an excellent event, with an excellent mix of thought-provoking content, delivered in a clever and engaging mix of sessions.
As the first main event of the year in field service, the bar has been set nice and high. Lets hope the rest of the calendar meets the same standards.
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