The total installed base of connected devices is projected to amount to 75.44* billion worldwide by 2025, an astonishing five-fold increase in ten years. Mark Glover, plots IoT’s extraordinary evolution, its potential impact for service and asks if...
AUTHOR ARCHIVES: Mark Glover
About the Author:
Mark is an experienced B2B editor and journalist having worked across an array of magazines and websites covering health and safety, sustainable energy and airports.
Jul 03, 2019 • Features • future of field service • IoT
The total installed base of connected devices is projected to amount to 75.44* billion worldwide by 2025, an astonishing five-fold increase in ten years. Mark Glover, plots IoT’s extraordinary evolution, its potential impact for service and asks if concerns around its governance are being addressed...
The Internet of Things (IoT), another buzz world (and acronym!) is a crucial element of Industry 4.0, or the fourth industrial revolution as it’s also called; the use of data automation and data exchange in modern manufacturing. Loosely described, IoT is everything that is connected to the internet.
However, it’s the increasing ability of devices such as laptops, phone, watches, cars and fridges to “talk” to each other that is coming to define what it actually is. But how does it work? The blood of this digital eco-system is data, and its oxygen is automation. When combined, information is gathered, analysed and acted on producing an outcome. We’ve all probably got an Alexa-type smart device blinking in the corner of our living room or kitchen, our TV knows when to record Game of Thrones and our thermostat remembers when we’re coming home from work so the living room is nice and toasty but as much as your fridge sending you a text to tell you you’re out of milk is handy, it’s in the realm of service that IoT can really make an impact.
On the surface, its potential is enormous. I often write about the asset becoming more important than the engineer and enjoy the debate that comes from such a statement. Yet, with machine learning, AI and in particular IoT it’s looking more and more likely that eventually, at some point, the role of the human in service could go all together. The smart asset – a wind turbine, for example – could flag-up a fault through a sensor, communicate with another turbine about the failure, who could respond with a solution, without the need for an on-site engineer.
This, example, I admit is rather woolly, but you get the idea; the potential is huge and in the industrial sector its impact is starting to be felt. Research conducted by PwC on US manufacturers’ attitudes towards digitization revealed 70% of those surveyed predict to be at a stage of digital advancement by 2020, compared with 33% currently. Furthermore, those firms are investing $907 billion annually on greater connectivity and smart factories suggesting, firms are realising the financial benefits of such technology. However, with all disruptions there comes challenges.
"On the surface, its potential is enormous..."
A report from Gartner in 2014, around the time the IoT enthusiasm was building, checked the momentum slightly by highlighting issues around security and consumer privacy. Given the vast amount of data being shared by the possibility of a breach could have severe consequences. On the flip-side data collected on consumers and their behaviour is another area for concern. And while data collection can enhance a company’s ability to provide better services, any sort of mis-hap can in-turn, be just as damaging to firm’s image and the market in general.
Furthermore, as the number of connected devices increase real-time processses could be affected as storage and security requirements widen Five years on, where are we with IoT governance? Gartner’s 2018 report Top Strategic IoT Trends and Technologies Through 2023 suggested that some sort of protocol was essential. “As the IoT continues to expand,” the report’s summary read, “the need for a governance framework that ensures appropriate behaviour in the creation, storage, use and deletion of information related to IoT projects will become increasingly important.
Governance ranges from simple technical tasks such as device audits and firmware updates to more complex issues such as the control of devices and the usage of the information they generate. CIOs must take on the role of educating their organizations on governance issues and in some cases invest in staff and technologies to tackle governance.” There’s no doubting the potential of IoT. As mentioned, it can truly change the way service is delivered.
However, citing the statistic in the standfirst of this article, 75 billion devices are projected to be connected by 2025 and with that, the potential for. It’s the role of all firms, from the top-down to ensure they’re ring-fenced accordingly.
* https://www.statista.com/statistics/471264/iot-number-of-connected-devices-worldwide/
Jul 02, 2019 • Software & Apps • News • Microsoft • HSO
HSO Partner of the Year Finalist in Retail, Field Service and Dynamics 365 for Finance and Operations categories.Each year, Microsoft presents the Partner of the Year Awards to partners who have delivered exceptional performance in terms of...
HSO Partner of the Year Finalist in Retail, Field Service and Dynamics 365 for Finance and Operations categories.
Each year, Microsoft presents the Partner of the Year Awards to partners who have delivered exceptional performance in terms of innovation and customer success. Out of 2,900 plus entries from 115 countries, HSO’s entries in the Retail, Field Service and Dynamics 365 for Finance and Operations categories were recognised as finalists.
An outline of HSO's work in achieving the multiple nominations are below:
Field Service: Data-driven working based on IoT and predictive maintenance BAM Building & Construction, the largest construction company in the Netherlands, won the contract for maintenance of the existing infrastructure at Schiphol Airport in 2018. In order to optimise and streamline the maintenance of more than 17,000 assets at the Schiphol terminals, HSO implemented Microsoft Field Service at BAM, which enables data-driven working based on IoT technology and predictive maintenance.
Dynamics 365 for Finance and Operations: Standardising processes and eliminating customization with Process Mining HSO is the largest Dynamics 365 F&O Partner worldwide, with a growth of 250% in Dynamics 365 cloud software between 2016 and 2018. The HSO entry highlighted the added value of using advanced modelling tools when implementing or upgrading an ERP solution, in order to make Dynamics 365 Finance & Operations projects as efficient as possible. This way HSO ensures best practice implementations and minimises customisation.
Retail: Retailers make the transition to a future-proof cloud platform For 27 years, HSO have been helping retail organisations with process optimisation and transformation. Over the past year, the complete cloud migration of Godiva; the supply chain, Azure and Power BI solution for Rituals; and the retail implementation for fashion chain Joules, stood out particularly in this sector. Thanks to these striking and innovative customer cases, HSO became a finalist in the Retail category.
Commenting on the achievement, Eric Veldkamp, International Marketing Director HSO said: “We are thrilled by this major achievement. To become a finalist in no less than three categories is a great recognition of the commitment and efforts of our dedicated employees and successful collaboration with our customers.
“It’s an honor to recognize finalists and winners of the Microsoft 2019 Partner of the Year Awards,” said Gavriella Schuster, Corporate Vice President, One Commercial Partner, Microsoft Corp. “These companies are successfully leading their industries, building intelligent solutions, addressing complex business challenges and making more possible for customers around the world. I’m honored to congratulate each winner and finalist.”
Jul 02, 2019 • Fleet Technology • Software & Apps • News • localz • lastmile
Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK.
Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK.
British Gas has partnered with Localz, leading experts in last mile location and messaging technology, to improve customer experience and overall efficiencies. With engineers challenged to fulfill appointment promises and an increased demand for uberisation from customers, British Gas has implemented Localz “On my way” solution to deliver real-time automated messages to customers.
British Gas engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. Engineers said it was difficult to make contact with their next customer when they were on their way. In some cases this meant they were late to an appointment and the customer had not been informed. These poor experiences led to anxious customers and increased calls into contact centres checking the arrival time of their engineers.
Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer. Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre. The solution is being used by 7,000 British Gas service and repair engineers. The increase in their first time access rate has enabled British Gas to achieve its goal of delivering best in class customer service as the leading energy supplier in the UK.
“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications,” said Technology & Innovation, British Gas. “The Localz solution is a vital part in helping us as our organisation grows.”
Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer. Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre. The solution is being used by 7,000 British Gas service and repair engineers. The increase in their first time access rate has enabled British Gas to achieve its goal of delivering best in class customer service as the leading energy supplier in the UK.
“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications,” said Technology & Innovation, British Gas. “The Localz solution is a vital part in helping us as our organisation grows.”
“Rapidly hiking consumer expectations, alongside the fact we are an increasingly time-poor society, has created the ‘Individual Economy’, or ‘IConomy’. Each of us expects service providers to have apps and solutions which allow us to see our appointment progress in real-time. Transparency and two-way communications on our smartphones are now a standard expectation. By implementing our solution British Gas has not only been able to fulfill customer satisfaction levels but has also been able to improve its business efficiencies, improving first time access rates means more customers can be seen,” said Tim Andrew, CEO and Co-Founder at Localz.
Life is connected and impatient. Localz solution is a field service solution that enables enterprise to manage and communicate in real-time by integrating technicians, customers and technology. Smart real-time location, tracking and messaging addresses customer service demand for ‘uber- like’ comms and empowers the field team to take control.
Life is connected and impatient. Localz solution is a field service solution that enables enterprise to manage and communicate in real-time by integrating technicians, customers and technology. Smart real-time location, tracking and messaging addresses customer service demand for ‘uber- like’ comms and empowers the field team to take control.
Jul 02, 2019 • Fleet Technology • News • fleet • telematics
Ctrack and Eworks Manager have teamed up to provide telematics-enabled workforce management solutions to the field service industry.
Ctrack and Eworks Manager have teamed up to provide telematics-enabled workforce management solutions to the field service industry.
The companies will integrate industry-leading vehicle tracking and job management software to create a single system that delivers live visibility and control over engineers, technicians and other mobile teams.
The companies will integrate industry-leading vehicle tracking and job management software to create a single system that delivers live visibility and control over engineers, technicians and other mobile teams.
“The partnership will enable us to expand our proposition and take advantage of Ctrack’s advanced telematics expertise,” explains David Taylor, Global Business Director of Eworks Manager. “Ctrack is a likeminded business – possessing a similar outlook and mindset – with a complementary customer base and geographic reach. We quickly recognised the growth opportunities from working together both in the UK and within our international markets.”
The system integration will use Ctrack’s application programming interface (API), enabling real-time tracking data to be shared with Eworks Manager’s software solution that is designed to manage every aspect of field service workflow. This can include a wide range of fleet information including current position, trip summary, odometer reading, exception alerts such as speed violations, driver behaviour and tamper alerts.
This will enable Eworks Manager to build on its existing in-house vehicle tracking capabilities to develop unique and highly-functional management tools that empower a business with added intelligence, insight and control. By combining Eworks Manager’s web-based administrative system with both mobile and vehicle tracking technology, field service customer can ensure that internal and external processes are effectively managed and monitored.
Jason Laight, Head of Indirect Sales at Ctrack UK Ltd commented: “We have significant experience integrating our fleet tracking software with leading third-party applications such as ERP, routing and scheduling, work management, GIS and transport management. We are working closely with Eworks, using our advanced API and in-house development team, to develop a bespoke solution for the field service marketplace. This will benefit new and existing customers from both businesses as well as appealing to service organisations looking for a telematics-enabled workforce management solution.”
Jul 01, 2019 • News • future of field service • digitization • Shaun West • Survey • Industry 4.0
Survey aims to identify roadblocks firms face when adopting industry 4.0.
Survey aims to identify roadblocks firms face when adopting industry 4.0.
Researchers from Lucerne University have shared an industry survey they hope will determine some of barriers associated with enterprise digital transformation.
Academics including Günter Zepf, Shaun West, Barbara Kummler and Ute Klotz intend to carry out interviews from the survey, with the results eventually leading to a white paper on digitization change management.
Researchers from Lucerne University have shared an industry survey they hope will determine some of barriers associated with enterprise digital transformation.
Academics including Günter Zepf, Shaun West, Barbara Kummler and Ute Klotz intend to carry out interviews from the survey, with the results eventually leading to a white paper on digitization change management.
Professor Shaun West, who is leading the study said: "We think that by understanding digitalisation transformation barriers of firms we can accelerate the digital transformation to make firms more competitive. We are using a survey to identify the reasons the barriers that slow down this transition. We hope that you will have five minutes to complete the survey."
The survey can be completed in English here, German here and Italian here.
The survey can be completed in English here, German here and Italian here.
Jul 01, 2019 • Fleet Technology • News • Fleet Technology Providers • fleet • TomTom Telematics • transport
Arriva to introduce major CO2 emissions reduction programme across European bus fleet.
Arriva to introduce major CO2 emissions reduction programme across European bus fleet.
Arriva, a leading European passenger transport company, have signed a contract with TomTom Telematics, recently acquired by Bridgestone, to install its telematics system on up to 15,000 buses across the UK and nine countries in Mainland Europe.
Arriva is committed to reducing the global impacts of travel, improving air quality in congested towns and cities, and minimising its own environmental impacts as a business.
This latest technology investment - which provides drivers with instant feedback around braking, acceleration and idling - will enable Arriva to reduce fuel use from its bus operations by up to six per cent each year and cut CO2 emissions each year by up to 72,000 tonnes. This is the equivalent of reducing greenhouse gas emissions generated by more than 15,000 cars being driven in a year.
Jo Humphries, Arriva Group Transformation Director, said: “This investment in TomTom Telematics is an investment in our drivers. Every second of every journey, our 32,000 drivers have to make the right decisions to take passengers safely from pick-up to destination.
"When supported by regular coaching and training, our drivers will be equipped to drive the best they can. In doing so they can provide even safer and more comfortable journeys for passengers and reduce fuel usage to deliver substantive reductions in CO2 emissions.”
Thomas Schmidt, managing director of TomTom Telematics, said: “Arriva has recognised the business benefits that can be gained by improving operational visibility and empowering drivers to improve their performance behind the wheel.
“Our fleet management solution, WEBFLEET, gives Arriva powerful insights into areas for improvement across its extensive network. For instance, it highlights inefficiencies affecting the amount of fuel usage in a day.
“We are delighted that our innovative telematics technology will continue to help Arriva fulfil its long-term environmental and operational goals.”
The contract will support the installation of the technology on Arriva’s bus fleet in Croatia, Czech Republic, Italy, Hungary, Poland, Slovakia, Slovenia, Spain, the Netherlands and the UK.
Jul 01, 2019 • Panasonic Toughbook • Zebra • Gen2Wave • Hardware • Honeywell • janam • rugged • Rugged Computing • Rugged devices • rugged hardware • Rugged laptops • rugged tablets • Varlink
In a market swelling with rugged devices it can be difficult to know which tech is right for you and your team. Field Service News, with help from Varlink, has whittled down the top service tech across a range of categories to help you make the...
In a market swelling with rugged devices it can be difficult to know which tech is right for you and your team. Field Service News, with help from Varlink, has whittled down the top service tech across a range of categories to help you make the right buying decision...
Rugged devices are a hugely important tools available to field service firms to empower their engineers with mobile devices designed to survive the extremities of remote working environments. However, for the uninitiated (or even the initiated) there can be a bewildering amount of technical information to negotiate before identifying the correct device.
To help you navigate the spaghetti junction of rugged tech, we’ve cherry-picked the top devices from a range of categories.
The thinking being that service encompasses a plethora of industries each having a different rugged requirement and demand: one environment may need a handheld rather than tablet; or withstand harsh weather conditions or even be simply suitable for in-vehicle docking. Whatever your day-to-day and your rugged needs we’re pretty sure we’ll have covered it in the sections below.
So, without further delay, let’s start with the first category:
BEST BUSINESS RUGGED LAPTOP...
PANASONIC TOUGHBOOK CFMX4
Business-rugged laptops should be as comfortable in the boardroom as they are in the field and while aesthetically, they don’t have the smooth curves of consumer laptops, they are less like the Frankenstein designs of yesteryear and certainly won’t look out of place a board meeting.
However, get something that doesn’t compromise ruggedness for good looks so scout out the usual robust features such as shock and drop resistance to shocks and drops and liquid and dust and given the amount of time you’re likely to spend on the road with no charging access, look out for something with a strong battery life.
Finally, ensure it has a familiar operating system such as Windows 10 backed up by plenty of RAM and an adequate CPU to run your field service software.
Panosonic’s Toughbook range of rugged business computers, built out from extensive research and testing, and for senior service professionals, we recommend their two-in-one notebook, the CFMX4. This lightweight device has a laptop/tablet capability making it practical for both the office and on- site visits; and its lengthy battery life, supported by a hot-swappable battery feature, make it powerful enough to last a full day and beyond. It’s a versatile laptop that can adapt to most hostile environments - including that tricky board meeting!
Key Specs:
• Intel® Core™ i5-5300U vPro™ Processor;
• Windows 10 Pro, Windows 7 Professional (available through downgrade rights from Windows 10 Pro);
• 12.5” IPS Full-HD (1920 x 1080) capacitive multi-touch display;
• 2-in-1 flip-over design with laptop, tablet and presentation modes • Lightweight and slim form factor (1.14kg and 21mm thick);
• Full business ports: 2x USB 3.0, LAN, HDMI, VGA, SD-XC and optional smart card reader;
• Embedded thin nib stylus for handwritten notes;
• 4G LTE as option;
• Business rugged design with magnesium alloy;
• Passed a 76cm free-fall test and 100-kgf pressurized vibration test;
• Up to 13-hours’ battery life with end-user removable hot-swap battery.
BEST ADAPTABLE RUGGED TABLET...
ZEBRA ET55
Tablets, arguably, are replacing laptops as enterprise’s tool of choice. In service, they are particularly useful in terms of portability and powerful enough to run to the same performance levels as bulkier laptops.
That said, make sure you select a rugged tablet that can integrate and keep-up with your FSM software and choose a device that has a user-friendly operating system.
Finally - and it probably goes without saying - make sure you’ve picked something that really is, well.... rugged. Check it’s up to at least IP65 standard (protection against harmful dust and water spray) and is robust enough when it comes to being dropped from height – more details about this in later categories.
The beauty of Zebra’s ET55 is how it places itself in the tablet hierarchy. At one end, non-rugged consumer devices offer little at a too high Total Cost of Ownership while at the other, more expensive rugged tablets come with a wealth of built-in features that may not be relevant.
The ET55 sits cleverly in the middle; a blank canvas in which to add Zebra’s range of bolt-on accessories including battlife, scanning capabilities and ruggedness and offers users the choice of an appropriate operating system (Android or Windows) and display size (8.3 or 10.1 inch).
It’s the ET55’s flexibility that allows it to adapt to any enterprise that makes this device a worthy winner of our tablet category.
Key Specs:
• Dimensions: 8.3in tablet : 9inW x 5.9in H x 0.5in . 10.1in tablet 109.6inW x 7.1inH x 0.5inD;
• Weight: 8.3in: 1.2lbs/555g. 10.1in 1.55lbs/750g;
• Connectivity: Docking Connector: USB 3.0, HDMI, charging; rugged connector for use with rugged dock interfaces: Full-size USB 2.0 connector audio jack 3.5mm;
• Intel quad core 1.59Ghz (T. Frq = 2.39GHz);
• Windows 10;
• 4GB LPDDR3 RAM, 64GB eMMC Flash; user accesible micro SDSXC card slot (supports up to 2TB);
• IP65;
• Operational randaom vibration 10-1000 Hz;
• Optional hot swappable 3.6V @ 6800mAh (24. Whr) second battery available;
• Rear camera: 8MP auto focus camera with user controlable LED flash.
BEST RUGGED HANDHELD OR MOBILE...
ZEBRA TC75
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Easy to use, intuitive and practical operating systems including versions of Android and Windows are now commonplace in rugged interfaces bringing a wealth of advantages to users in the service arena.
Engineers are comfortable using a handset that runs a platform mirroring their own smartphone device so look out for handheld products that run Android or Windows platforms but, like all devices, pay attention to a system’s flexibility making sure you select a device that can integrate your own FSM software. Finally, they need to be strong and robust. Given their smaller size, handhelds can easily slip from a grasp so try and find a solution that can take a few knocks.
We really liked the high-brightness 4.7-inch gorilla-glass screen of Zebra’s TC75 Mobile Touch Computer. It’s the ideal size for pro-active and protected usability and with Android running powerfully in the background you’ve a system that users will feel at home with while running your own FSM tools.
Key Specs:
• Dimensions: 6.3in L x 3.3in W x 1.1 in D;
• Weight: 13.3 oz;
• Display: 4.7 in High Definition (1280 x 720); exceptionally bright, outdoor viewable; optically bonded to the touch panel;
• Corning Gorilla Glass;
• Three microphone support with noise cancellation; vibrate alert speaker; Bluetoothwireless headset support, high quality speaker phone, PTT headset support;
• 1.7 Ghz dual core processor;
• 1GB RAM/8GB Flash pSLC;
• Droptested to 8ft to concrete at room temperature per MILSTD810G at room temperature;
• IP67 sealing;
• SE4750 imager (1D and 2D);
• Rear camera - 8MP autofocus f/2.4 aperature;
• Front Camera - 1.3MP fixed focus;
• Tumble Specification: 2,000 3.2ft tumbles; meets and exceeds IEC tumble specifications.
HIGH-PERFORMANCE RUGGED DEVICE...
ZEBRA XSLATE R12
The role of many field service engineers, including those working in highly technical industries, or in particularly senior roles may well need a device that carries some serious oomph under the chassis.
Step forward the X Slate R12 from Zebra.
Originally a device created by Motion, who were subsequently acquired by Xplore, who were then subsequently acquired by Zebra the R12 is a seriously impressive piece of kit that has the processing power to handle pretty much any task likely to be thrown at it.
In fact, the device is just as comfortable in an office environment as it is putting put to use in the great outdoors as it comes with a very well engineered kick stand that doubles up as a charger for an excellent bluetooth keyboard - giving the user a laptop style experience when some heavy text input is required or a tablet experience when something more portable is needed.
Like most of its siblings in the Zebra range, there are a huge array of accessories for the R12 but given the 2-1’s impressive CPU perhaps one of the most effective is the docking station that allows the R12 to also function as desktop as well. Sleek lines and a lightweight feel are deceptive as well as the R12 is also a robust unit with solid rugged specs.
Key Specs:
• Dimensions - 12.93” x 8.17”x.75”;
• Weight 2.95lbs;
• Drop Test: MIL-STD-810G - 4ft drop test onto plywood over concrete;
• Sealing - IP54;
• Magnesium-alloy internal frame;
• External rubberised enclosure;
• Operating System - Windows 10 Pro 64 Bit • Processor - Intel Core i7 vPro - 7600 - 2.8Ghz;
with turbo frequency to 3.9Ghz. 4MB SmartCache 2 cores (4 threads);
• Memory - 8GB;
• Storage - upto 1TB SSD;
• Display - 12.5” Wide Viewing Angle Display. Full HD Resolution (1920x1080). 100 Nit Display Brightness. Anti-Smudge & Anti Reflective View Anywhere Display. Corning Gorilla Glass 3;
• Input - Capacative 10 point touch. Wacom Digital Pen Input;
• Graphics - INtel HD Graphics 620;
• Rear camera 8MP;
• Front camera 2MP;
• Docking connector;
• USB 3.0 port:
• HDMI port
• 3.5mm audio output
• Standard operation battery life 9 hours
• Integrated finger print reader.
BEST VALUE RUGGED DEVICE...
JANAM XT100
Surprisingly, some firms still opt for consumer devices to take into the field rather than specialist rugged hardware.
With firms always looking to shave money off the bottom line, and general consumer phones now cheaper than their rugged counterparts, expensive features like gorilla-glass screens and military standard protection can seem like an unnecessary outlay.
However, given the environments they enter are often extreme, it’s no surprise that consumer handsets – more suited to a commute, office or living room floor - find themselves struggling when exposed to rain or being bashed around by a van and quickly develop expensive faults.
That’s why you’ll hear TCO (Total Cost of Ownership) being mentioned when it comes to rugged verses consumer debates, however the TCO formula – which tots up all extra cost incurred over that product’s lifetime, such as repairs and damages etc. - shows the return on investment to be far greater with a specialist rugged device that is built to withstand knocks and drops.
The rugged market therefore is now producing affordable handsets and tablets so firms can keep an eye on the bottom line and invest confidently in devices that will stay strong out in the field.
Not surprisingly, this area of rugged hardware is populated one with many manufacturers cancelling each other out with similar specs at so try and pick a device that is tailored to your requirements.
Janam’s rugged IP65 certified Android-based handheld computer the XT100, delivered excellent performance at an even better price. Running Android 6, the robust yet smart looking product has an impressive 4.3-inch display, with rear and front-facing cameras and an extended battery life.
Users should quickly pick up its interface intricacies and the handheld’s 4G, bluetooth and wi-fi connectivity as well as RFID and high-performance barcode scanning makes it a tough, decent and cost-friendly device.
Key Specs:
• Dimensions - 2.76” x 5.35”x0.69”
• Weight - 7.5oz • Drop Test: Multiple 4ft drops
• Sealing - IP65
• Honeywell N6603 2D imager
• Operating Temperature -20°C to 60°C
• Operating system - Android 6.01
• Processor 1.2Ghz Qualcomm Snapdragon 410 quad-core
• 13MP rear facing camera
BEST DEVICE FOR OUTDOOR USE...
GEN2WAV RP70
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For those engineers who work outdoors a device able to withstand the elements is an essential piece of kit. However, it’s not just rain that causes issues, strong glare from the sun can make a screen unreadable.
There are a few things to look out for then when selecting a device suitable for outdoors which mostly sit around Military Standard (MIL-STD) tests, the Ingress Protection Scale (IP) and the measurement of screen brightness.
Most device’s spec sheets will cite the product’s place on the Ingress Protection Scale (IP) which measures protection against solids - such as dust - and liquids.
IP65 certification, common across all devices, including consumer, means the device is dust proof – shown by the 6 - and can handle jets of water. In this instance, the maximum solid protection levels out at 6 but levels of liquid protection can reach 9, meaning a device can withstand close high-pressure, high-temperature spray downs.
Finally, a nit - the measurement of luminance that conveys the intensity of visible light - is used to work out the brightness of computer screens such as LCD and CRT monitors.
Given a device’s exposure to sunlight, and the affect that glare can have on a screen, having a device with a high-nit display can be a sensible investment.
GEN2WAVE’s RP70 is ideal for those who spend most of the time working outside. It’s sealed to the IP65 standard and can withstand a series of drops from 1.2m. It also has a high 700 nits sunlight readable display.
It runs Windows 10 IoT enterprise and has an Intel Cherry Trail Quad Core Processor making it a powerful and robust device suitable that won’t let engineers down even in the harshest of environments.
Key Specs:
• Dimensions - 203.2mm x 131.6mm x 18.2mm
• Weight - 600g
• Display - 7inch / WXGA (800x1280)
• 700 Nits
• Capacative Touch
• Battery - Li-polymer 5600mAh/3.7
• MicroSDXC card
• USB3.0A
• 3.5mm Headphone Jack
• Processor - Intel Cherry Trail Z8350 up to 1.9Ghz Quad core processor
• Operating System - Windows 10 IoT Enterprise
• 4GB RAM • 64GB eMMC ROM
• Drop tested at 1.2m
• Sealing - IP65
• Rear camera 8MP
• Front Camera 2MP
• 2D Honeywell Imager
• OPerating Temp -20°C to 60°C.
BEST DEVICE FOR IN-VEHICLE DOCKING...
HONEYWELL THOR VM3
Many engineers travel to and from jobs via the road, so having a device that docks smoothly with little fuss is a simple need but an important one. Here the emphasis is on practicality so pick a product that can be mounted and removed quickly.
Anti-glare features are worth looking into given your drive, at some point, will encounter sunny conditions and don’t forget the issue of safety.
Driving while operating a device is illegal so it pays to pick something that has inbuilt safety features, for example, disabling the device while the vehicle is in transit.
Honeywell’s Thor VM3 fits smoothly into the in-vehicle mounted dock with little or no hassle. The smart dock feature makes it swift and easy to connect. Its ignition control feature means the device won’t drain the vehicle’s battery if the ignition is left on even if the engine is off and the engineer is away from the vehicle.
As an enterprise device, the Thor VM3 is more than adequate, running a Windows OS and a dual-core 1.5 Ghz processor and finally, and perhaps, most importantly, the device has an optional screen blanking feature which restricts driver access to the screen when the vehicle is in motion, ensuring safety requirements are met.
Key Specs:
• Dimensions - computer - 12.5 x 10.3 x 2.4in. Dock 7.1 x 6.1 x 2.1 in. Assembled Depth: 4.1 in
• Weight - Computer 6.65lbs. Dock 3.2lbs.
• Operating Temperature: -30°C up to 50°C
• Sealing - IP65
• Vibration - MIL-STD-810f, composite wheeled vehicles
• Drop test - SAE-J1455 (MIL-STD 810G)
• Processor- 1.5GHz Dual Core Intel Atom E3826
• Operating System - Microsoft Windows 10 IoT Enterprise Edition
• Memory - 4GB DDR3
• Mass Storage: up to 64GB
• 400 to 900 Nit
• Input - Industrial touch panel with resistive touch and support for finger touch and standard stylus.
• IP65;
• Operational randaom vibration 10-1000 Hz;
• Optional hot swappable 3.6V @ 6800mAh (24. Whr) second battery available;
• Rear camera: 8MP auto focus camera with user controlable LED flash.
BEST RUGGED HANDHELD OR MOBILE...
ZEBRA TC75
Easy to use, intuitive and practical operating systems including versions of Android and Windows are now commonplace in rugged interfaces bringing a wealth of advantages to users in the service arena.
Engineers are comfortable using a handset that runs a platform mirroring their own smartphone device so look out for handheld products that run Android or Windows platforms but, like all devices, pay attention to a system’s flexibility making sure you select a device that can integrate your own FSM software. Finally, they need to be strong and robust. Given their smaller size, handhelds can easily slip from a grasp so try and find a solution that can take a few knocks.
We really liked the high-brightness 4.7-inch gorilla-glass screen of Zebra’s TC75 Mobile Touch Computer. It’s the ideal size for pro-active and protected usability and with Android running powerfully in the background you’ve a system that users will feel at home with while running your own FSM tools.
Key Specs:
• Dimensions: 6.3in L x 3.3in W x 1.1 in D;
• Weight: 13.3 oz;
• Display: 4.7 in High Definition (1280 x 720); exceptionally bright, outdoor viewable; optically bonded to the touch panel;
• Corning Gorilla Glass;
• Three microphone support with noise cancellation; vibrate alert speaker; Bluetoothwireless headset support, high quality speaker phone, PTT headset support;
• 1.7 Ghz dual core processor;
• 1GB RAM/8GB Flash pSLC;
• Droptested to 8ft to concrete at room temperature per MILSTD810G at room temperature;
• IP67 sealing;
• SE4750 imager (1D and 2D);
• Rear camera - 8MP autofocus f/2.4 aperature;
• Front Camera - 1.3MP fixed focus;
• Tumble Specification: 2,000 3.2ft tumbles; meets and exceeds IEC tumble specifications.
HIGH-PERFORMANCE RUGGED DEVICE...
ZEBRA XSLATE R12
The role of many field service engineers, including those working in highly technical industries, or in particularly senior roles may well need a device that carries some serious oomph under the chassis.
Step forward the X Slate R12 from Zebra.
Originally a device created by Motion, who were subsequently acquired by Xplore, who were then subsequently acquired by Zebra the R12 is a seriously impressive piece of kit that has the processing power to handle pretty much any task likely to be thrown at it.
In fact, the device is just as comfortable in an office environment as it is putting put to use in the great outdoors as it comes with a very well engineered kick stand that doubles up as a charger for an excellent bluetooth keyboard - giving the user a laptop style experience when some heavy text input is required or a tablet experience when something more portable is needed.
Like most of its siblings in the Zebra range, there are a huge array of accessories for the R12 but given the 2-1’s impressive CPU perhaps one of the most effective is the docking station that allows the R12 to also function as desktop as well. Sleek lines and a lightweight feel are deceptive as well as the R12 is also a robust unit with solid rugged specs.
Key Specs:
• Dimensions - 12.93” x 8.17”x.75”;
• Weight 2.95lbs;
• Drop Test: MIL-STD-810G - 4ft drop test onto plywood over concrete;
• Sealing - IP54;
• Magnesium-alloy internal frame;
• External rubberised enclosure;
• Operating System - Windows 10 Pro 64 Bit • Processor - Intel Core i7 vPro - 7600 - 2.8Ghz;
with turbo frequency to 3.9Ghz. 4MB SmartCache 2 cores (4 threads);
• Memory - 8GB;
• Storage - upto 1TB SSD;
• Display - 12.5” Wide Viewing Angle Display. Full HD Resolution (1920x1080). 100 Nit Display Brightness. Anti-Smudge & Anti Reflective View Anywhere Display. Corning Gorilla Glass 3;
• Input - Capacative 10 point touch. Wacom Digital Pen Input;
• Graphics - INtel HD Graphics 620;
• Rear camera 8MP;
• Front camera 2MP;
• Docking connector;
• USB 3.0 port:
• HDMI port
• 3.5mm audio output
• Standard operation battery life 9 hours
• Integrated finger print reader.
BEST VALUE RUGGED DEVICE...
JANAM XT100
Surprisingly, some firms still opt for consumer devices to take into the field rather than specialist rugged hardware.
With firms always looking to shave money off the bottom line, and general consumer phones now cheaper than their rugged counterparts, expensive features like gorilla-glass screens and military standard protection can seem like an unnecessary outlay.
However, given the environments they enter are often extreme, it’s no surprise that consumer handsets – more suited to a commute, office or living room floor - find themselves struggling when exposed to rain or being bashed around by a van and quickly develop expensive faults.
That’s why you’ll hear TCO (Total Cost of Ownership) being mentioned when it comes to rugged verses consumer debates, however the TCO formula – which tots up all extra cost incurred over that product’s lifetime, such as repairs and damages etc. - shows the return on investment to be far greater with a specialist rugged device that is built to withstand knocks and drops.
The rugged market therefore is now producing affordable handsets and tablets so firms can keep an eye on the bottom line and invest confidently in devices that will stay strong out in the field.
Not surprisingly, this area of rugged hardware is populated one with many manufacturers cancelling each other out with similar specs at so try and pick a device that is tailored to your requirements.
Janam’s rugged IP65 certified Android-based handheld computer the XT100, delivered excellent performance at an even better price. Running Android 6, the robust yet smart looking product has an impressive 4.3-inch display, with rear and front-facing cameras and an extended battery life.
Users should quickly pick up its interface intricacies and the handheld’s 4G, bluetooth and wi-fi connectivity as well as RFID and high-performance barcode scanning makes it a tough, decent and cost-friendly device.
Key Specs:
• Dimensions - 2.76” x 5.35”x0.69”
• Weight - 7.5oz • Drop Test: Multiple 4ft drops
• Sealing - IP65
• Honeywell N6603 2D imager
• Operating Temperature -20°C to 60°C
• Operating system - Android 6.01
• Processor 1.2Ghz Qualcomm Snapdragon 410 quad-core
• 13MP rear facing camera
BEST DEVICE FOR OUTDOOR USE...
GEN2WAV RP70
For those engineers who work outdoors a device able to withstand the elements is an essential piece of kit. However, it’s not just rain that causes issues, strong glare from the sun can make a screen unreadable.
There are a few things to look out for then when selecting a device suitable for outdoors which mostly sit around Military Standard (MIL-STD) tests, the Ingress Protection Scale (IP) and the measurement of screen brightness.
Most device’s spec sheets will cite the product’s place on the Ingress Protection Scale (IP) which measures protection against solids - such as dust - and liquids.
IP65 certification, common across all devices, including consumer, means the device is dust proof – shown by the 6 - and can handle jets of water. In this instance, the maximum solid protection levels out at 6 but levels of liquid protection can reach 9, meaning a device can withstand close high-pressure, high-temperature spray downs.
Finally, a nit - the measurement of luminance that conveys the intensity of visible light - is used to work out the brightness of computer screens such as LCD and CRT monitors.
Given a device’s exposure to sunlight, and the affect that glare can have on a screen, having a device with a high-nit display can be a sensible investment.
GEN2WAVE’s RP70 is ideal for those who spend most of the time working outside. It’s sealed to the IP65 standard and can withstand a series of drops from 1.2m. It also has a high 700 nits sunlight readable display.
It runs Windows 10 IoT enterprise and has an Intel Cherry Trail Quad Core Processor making it a powerful and robust device suitable that won’t let engineers down even in the harshest of environments.
Key Specs:
• Dimensions - 203.2mm x 131.6mm x 18.2mm
• Weight - 600g
• Display - 7inch / WXGA (800x1280)
• 700 Nits
• Capacative Touch
• Battery - Li-polymer 5600mAh/3.7
• MicroSDXC card
• USB3.0A
• 3.5mm Headphone Jack
• Processor - Intel Cherry Trail Z8350 up to 1.9Ghz Quad core processor
• Operating System - Windows 10 IoT Enterprise
• 4GB RAM • 64GB eMMC ROM
• Drop tested at 1.2m
• Sealing - IP65
• Rear camera 8MP
• Front Camera 2MP
• 2D Honeywell Imager
• OPerating Temp -20°C to 60°C.
BEST DEVICE FOR IN-VEHICLE DOCKING...
HONEYWELL THOR VM3
Many engineers travel to and from jobs via the road, so having a device that docks smoothly with little fuss is a simple need but an important one. Here the emphasis is on practicality so pick a product that can be mounted and removed quickly.
Anti-glare features are worth looking into given your drive, at some point, will encounter sunny conditions and don’t forget the issue of safety.
Driving while operating a device is illegal so it pays to pick something that has inbuilt safety features, for example, disabling the device while the vehicle is in transit.
Honeywell’s Thor VM3 fits smoothly into the in-vehicle mounted dock with little or no hassle. The smart dock feature makes it swift and easy to connect. Its ignition control feature means the device won’t drain the vehicle’s battery if the ignition is left on even if the engine is off and the engineer is away from the vehicle.
As an enterprise device, the Thor VM3 is more than adequate, running a Windows OS and a dual-core 1.5 Ghz processor and finally, and perhaps, most importantly, the device has an optional screen blanking feature which restricts driver access to the screen when the vehicle is in motion, ensuring safety requirements are met.
Key Specs:
• Dimensions - computer - 12.5 x 10.3 x 2.4in. Dock 7.1 x 6.1 x 2.1 in. Assembled Depth: 4.1 in
• Weight - Computer 6.65lbs. Dock 3.2lbs.
• Operating Temperature: -30°C up to 50°C
• Sealing - IP65
• Vibration - MIL-STD-810f, composite wheeled vehicles
• Drop test - SAE-J1455 (MIL-STD 810G)
• Processor- 1.5GHz Dual Core Intel Atom E3826
• Operating System - Microsoft Windows 10 IoT Enterprise Edition
• Memory - 4GB DDR3
• Mass Storage: up to 64GB
• 400 to 900 Nit
• Input - Industrial touch panel with resistive touch and support for finger touch and standard stylus.
RUGGED DEVICE MOST LIKELY TO SURVIVE A DROP...
JANAM XT2
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Rugged is built rugged because it needs to be tough. In service, engineers carry our tasks in environments that are a long way from warm offices, where the biggest risks are spilt coffee and the relatively smooth edges of desks.
In the field, tasks that require an engineer to work at height are common. Devices that ascend with them are at risk therefore of returning to earth with a thud and if your device isn’t rugged, that thud can be rather expensive.
Thankfully, rugged devices are built purposely tough from the inside out and, when it comes to shock and drop testing, are, reassuringly, tested to US military standards (MIL-STD).
For devices to receive MIL-STD-810G, the most common standard when it comes to shock and drop testing, eight different procedures are carried out to convey variations in shock or impact.
The transit drop test requires items to survive a total of 26 drops from a height of 122 cm, on each face, edge and corner, onto a hard surface such as concrete, so look out for a product’s drop results on its spec sheet.
Janam’s XT2 Rugged Touch Computer is a handheld device able to withstand multiple 1.5m drops, surpassing the MIL-STD-810G requirements. Its robustness is further enhanced by a Corning Gorilla Glass 3 screen and it pushes the liquid ingress scale to 7, meaning it still functions in an immersion up to 3m.
It also packs a fair punch behind the scenes with either an Android 5 or Windows 10 IoT mobile enterprise option, meaning the XT2 is just as tough internally as it is externally.
Key Specs:
• Dimensions - computer - 6.1 x 3.2 x 0.9”
• Weight - 9.80z
• Processor Quad-core Qualcomm MSM8916 CPU @1.2GHz
• Sealing - IP67
• Drop Multiple 5ft / 1.5m drops to concrete MIL-STD 810G
• 1GB/8GB (WLAN) or 2GB/16GB (WWAN)
• Processor- 1.5GHz Dual Core Intel Atom E3826
• Operating System - Android 5 or Windows 10 IoT Mobile Enterprise Edition
Our thanks to Varlink for helping us put together this guide.
Jun 28, 2019 • Fleet Technology • News • telematics • TomTom Telematics
TomTom Telematics has been awarded the prestigious Investor in Sales accolade by the Association of Professional Sales (APS) in recognition of its commitment to ethical sales standards.
TomTom Telematics has been awarded the prestigious Investor in Sales accolade by the Association of Professional Sales (APS) in recognition of its commitment to ethical sales standards.
More than 50 per cent of a company’s sales team are required to pass the APS professional registration assessment to gain the coveted award. TomTom Telematics’ pass rate, across its UK sales force, was 100 per cent and its sales team now appear on the APS professional register, which is open to public scrutiny.
The award was presented to the fleet management and connected car solutions specialist at the Commercial Vehicle show, at the National Exhibition Centre in Birmingham.
Receiving the award, Beverley Wise, Director UK and Ireland for TomTom Telematics, said: “TomTom Telematics prides itself on a commitment to best practice across all areas of the business and this is exemplified in our investment in on-going staff training and development. “We are extremely proud of our excellent sales team who are dedicated to demonstrating the very highest standards of business ethics, integrity and service. This award recognises and reinforces these standards, which ensure our customers can put their trust in us to advise on the right solutions to meet their business needs.”
Andrew Hough, APS Co-CEO, who presented the award added: “Well done to the dedicated sales team at TomTom Telematics UKI. Their enviable 100 per cent past rate is a credit to their professional skill and knowledge. We look forward to working with TomTom Telematics over the coming years and applaud their leadership. We know that organisations which develop strong sales teams focused on ethics, standards and continuous professional development build strong customer relationships. “Trust is at the heart of good business partnerships and the APS quality mark is an important differentiator to show customers that they are dealing with ethical salespeople.”
More than 50 per cent of a company’s sales team are required to pass the APS professional registration assessment to gain the coveted award. TomTom Telematics’ pass rate, across its UK sales force, was 100 per cent and its sales team now appear on the APS professional register, which is open to public scrutiny.
The award was presented to the fleet management and connected car solutions specialist at the Commercial Vehicle show, at the National Exhibition Centre in Birmingham.
Receiving the award, Beverley Wise, Director UK and Ireland for TomTom Telematics, said: “TomTom Telematics prides itself on a commitment to best practice across all areas of the business and this is exemplified in our investment in on-going staff training and development. “We are extremely proud of our excellent sales team who are dedicated to demonstrating the very highest standards of business ethics, integrity and service. This award recognises and reinforces these standards, which ensure our customers can put their trust in us to advise on the right solutions to meet their business needs.”
Andrew Hough, APS Co-CEO, who presented the award added: “Well done to the dedicated sales team at TomTom Telematics UKI. Their enviable 100 per cent past rate is a credit to their professional skill and knowledge. We look forward to working with TomTom Telematics over the coming years and applaud their leadership. We know that organisations which develop strong sales teams focused on ethics, standards and continuous professional development build strong customer relationships. “Trust is at the heart of good business partnerships and the APS quality mark is an important differentiator to show customers that they are dealing with ethical salespeople.”
Jun 27, 2019 • Features • Management • Software & Apps • FieldAware • Service Evolution • Software and Apps • Customer Satisfaction and Expectations
Frankie Guynes, Customer Success Manager of FieldAware outlines what field service organisations should consider before making the next move in their field service maturity planning...
Frankie Guynes, Customer Success Manager of FieldAware outlines what field service organisations should consider before making the next move in their field service maturity planning...
You might think I am biased, but I truly believe that my Customer Success team has the best job. Why? Because that job allows us to participate in our client’s growth and success. Each day, we guide our clients to overcome all types of obstacles, ensuring they are getting everything they need from their field service solution. In fact, identifying these obstacles together, and supporting the client through their own individual maturity model is what ultimately makes the difference in their organisations.
To explain better: we work with clients who are at various stages of field service maturity. We use a well-established model which outlines five stages. By identifying a client’s current stage, we can more succinctly consult with clients on process improvements and activities that will progress them through the stages of maturity.
The stages start at basic, reactive business operations moving to more transformative business operations. The obstacles faced by these businesses are different; varying from lack of standard processes, poor change management, or inadequate technology. We focus on overcoming these obstacles, and the role that can play to advance an organisation to a market leader in their industry.
Wherever an organisation is in their field service maturity, what matters most is for the organisation to: map out a quick-path-to-value in their current stage of maturity, visualise where they want to be in the maturity model, and execute on operational changes that move the organisation to that goal.
The Right Fit Software
My team is greeted by many organisations that are “getting by” with existing technologies and processes. These technologies and processes are typically born from gaps in business processes as their business continues to grow. When technologies are deployed from necessity, organisations find themselves unable to scale; hampered by these disparate processes.
Although there are many factors that are involved in an organisation’s maturity stage, it is without question that the effectiveness of their technology is highly impactful. With technology as a cornerstone to success for an organisation’s maturity, organisations need to evaluate software based on the current state and the goal state for their business.
"The effectiveness of their technology is highly impactful..."
This doesn’t mean to implement technology well beyond the organisation’s current field service maturity, making change management and success difficult to achieve. Rather, find software that stretches beyond the current maturity stage and that allows the organisation to evolve within the technology.
The Path to Success
A fundamental step to success is for field service leaders to invest time to map out the current state of their organisation, along with a clear vision of the goal state. They must ensure that the technology for which they invest can evolve and support the business through their own field service operational maturity.
Mapping out the current state of the organisation consists of three activities. First, carry out a need’s assessment with an honest evaluation of current inefficiencies in organisational processes. Then, evaluate how current technology could evolve to support organisational changes, and finally, take a critical look at the decision-making process of investing in new technology.
Making the Next Move
This exercise inevitably means greater knowledge of your business; its operations and areas that are preventing the organisation from increased growth or value. It is essential to identify,
document, and “well-circulate” the goal state of the organisation and the measurements that will be used by leaders to identify success in these metrics.
When tackling this, it can help by focusing on the business goal and work backwards from that point. For example, delivering added-value to customers is a priority for many organisations, so it is given that operational changes should support this, and technology developments should enable it. Therefore, starting with this end point will mean a greater understanding of how the business can deliver this customer value successfully and consistently and what that looks like.
Use What you Have
Mapping out your current state will also uncover if you are making the most of your current technology. An important part of my role is to ensure our team is helping clients get everything they need from the solution. This means all software releases are communicated and demonstrated through solutioning sessions. It means new users are fully trained, and advanced solutions on the platform are well implemented.
In the end, I advise organisations to seek guidance from software experts to help with the journey. Transformative technologies can be difficult to navigate and implement into an organisation’s business processes. Find a technology partner that well identifies your organisational maturity path and that will help evolve your field service maturity from concept to reality.
This exercise inevitably means greater knowledge of your business; its operations and areas that are preventing the organisation from increased growth or value. It is essential to identify,
document, and “well-circulate” the goal state of the organisation and the measurements that will be used by leaders to identify success in these metrics.
When tackling this, it can help by focusing on the business goal and work backwards from that point. For example, delivering added-value to customers is a priority for many organisations, so it is given that operational changes should support this, and technology developments should enable it. Therefore, starting with this end point will mean a greater understanding of how the business can deliver this customer value successfully and consistently and what that looks like.
Use What you Have
Mapping out your current state will also uncover if you are making the most of your current technology. An important part of my role is to ensure our team is helping clients get everything they need from the solution. This means all software releases are communicated and demonstrated through solutioning sessions. It means new users are fully trained, and advanced solutions on the platform are well implemented.
In the end, I advise organisations to seek guidance from software experts to help with the journey. Transformative technologies can be difficult to navigate and implement into an organisation’s business processes. Find a technology partner that well identifies your organisational maturity path and that will help evolve your field service maturity from concept to reality.
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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