AUTHOR ARCHIVES: Sharon Clancy

As the ServiceMax Max Live event draws near an exciting name has been added to the agenda that is sure to make the event a true highlight in the field service calendar this year....

Held in Paris from the 2nd to the 4th of November, the event brings together field service professionals to discuss how technology is driving field service, what are the key trends that are emerging and how can we harness them to drive further efficiencies in our own field service delivery.

At last year's event Field Service News Editor Kris Oldland was impressed by the varying range of professionals and experts both speaking and in attendance.

"What has really struck me about the group here," Oldland commented, "is that firstly it is a really broad mix, with companies as large as Sony through to small family run companies with less than ten engineers, yet they are often facing similar challenges and those challenges are as real for a local SME as they are for your household name multi-nationals"

"What has been really impressive about the ServiceMax approach, that has been really evident here at MaxLive, is that they are listening to their client's pain points, whether they be SME or Enterprise, and are reactive to that. There is a real community feel amongst the companies here, and with a fantastic list of guest speakers, there is a very positive vibe amongst the delegates as we look to what the future holds for field service."

 

At this year's event however, there is now one added name to the speaker list that will surely drive interest even higher. That is Kevin Ashton, often referred to as the Father of The Internet of Things, who will be giving a keynote presentation.

Of course IoT is predicted to have a huge impact in a number of different industries, but perhaps none is more keenly anticipated than in how it will impact field service, so Ashton's experience and insight is sure to be extremely well received and it will be also provide an interesting backdrop to the recent research project being undertaken by ServiceMax, PTC and Field Service News which is exploring the impact of IoT in the field service industries.

This research is still open so if you haven't taken part yet you can enter the survey here 

As a thank you for your time there are five signed copies of Ashton's book How to Fly a Horse: The Secret History of Creation and Discovery up for grabs too!

 

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Leading mobile workforce management company ServicePower Technologies Plc has launched Nexus FS, an enterprise-class  cloud-based field service management solution for any sized service business that incorporates comprehensive mobile dispatch functionality.

NEXUS FS (Field Service) is designed to provide service businesses of any size an enterprise-quality cloud-based field service management solution with a comprehensive mobile application. It incorporates work order management, mobile dispatching to field based resources, real-time schedule monitoring through an interactive Gantt, timesheet reporting, location monitoring and reporting, asset and parts capabilities, and user configurable maintenance, all in the cloud, with fast and easy data set-up and a modern and easy user interface.

The NEXUS FS mobile dispatch component has new features such as rules-based, user configurable forms delivered on a job-by-job basis, allowing organisations and technicians to quickly adapt to job conditions, improving both efficiency and productivity, while enhancing the customer experience.  It also incorporates the latest release of ServicePower's  ServiceMobility providing job and activity management, scheduling, inventory management, parts information, schematic diagrams, note-taking, timesheets, signature capture, photograph capture, collaboration with office-based resources, navigation, estimates and payments, and customer surveys.

For those requiring real-time optimisation, Nexus FS can be integrated with ServicePower’s ServiceScheduling module, and later this year it will also be available with the company’s patented field service optimisation algorithm Optimisation on Demand.

NEXUS FS also will offer connected global third party contractors the ability to manage their own business while receiving work from our ServiceOperations global client base, aggregating all jobs into one software platform, reducing costs and improving operational efficiencies.

Marne Martin, CEO, ServicePower, commented "ServicePower are investing in rapid development of our mobile workforce management platform adding in new features and new products that further connect the service supply chain, provide improved efficiencies and productivity, and enhance the customer experience.  NEXUS FS changes the field service market. It's not simply another disparate mobile dispatching solution. It provides small, medium and even large enterprise organisations with an economical, cloud-based solution to manage their business and fully mobilise their field operations with access to real algorithm-based optimisation, connectivity to multiple job sources and the ability to file claims for work performed, through our connected platform and offerings, providing an unmatched, single vendor solution to any business."

 

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In a development that strengthens its leading position as a provider of  secure mobile enterprise solutions,  BlackBerry has announced that it is buying mobile device management vendor Good Technology for $425 million in cash.

BlackBerry might have a dwindling share of the mobile handset market, losing its once dominant position to Apple and Android-powered smartphones, but it still has a strong presence in government and in enterprises where security of devices and data is an overriding priority. Good Technology is a leading player in the mobile device management sector, with expertise in multi-OS management. By acquiring the company, BlackBerry will expand its ability to offer a unified, secure mobility platform with applications for any mobile device on any operating system.

Good Technology serves more than 6,200 organizations, including commercial banks, aerospace and defence firms, and leaders across healthcare, manufacturing and retail. BlackBerry is the mobility partner of all G7 governments, global banks and law firms, and is strong in managed healthcare, investment services, and oil and gas sectors.

The company will bring complementary capabilities and technologies to BlackBerry, including secure applications and containerisation that protects end user privacy. With 64 percent of activations coming from Apple iOS devices, Good complements BlackBerry’s own OS. The proven Good Dynamics platform provides app-level encryption, advanced data loss prevention and secure communication between applications. The platform has more than 2,000 independent software vendor and custom applications.

“By providing even stronger cross-platform capabilities our customers will not have to compromise on their choice of operating systems, deployment models or any level of privacy and security,” said John Chen, BlackBerry Executive Chairman and CEO. “Like BlackBerry, Good has a very strong presence in enterprises and governments around the world and, with this transaction, BlackBerry will enhance its sales and distribution capabilities and further grow its enterprise software revenue stream.”

“Joining forces enables customers and partners to benefit from the combined decades of secure mobility expertise and deliver the most comprehensive portfolio at global scale. The Good Dynamics platform and broad application suite remains at the heart of the joint solution, and combined with BlackBerry’s enterprise portfolio and trusted global network, will enable us together to deliver a unified secure mobility platform spanning the widest array of endpoints – from smartphones, tablets, PCs, wearables through IoT – to power business productivity any time, anywhere," said  Christy Wyatt, Chairman and CEO, Good Technology.

 

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Resource Type: White Paper
Published by:  Kirona
Title: Driving Productivity in Field Service
Download: Click here to download the white paper

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

Synopsis

This white paper from Kirona highlights the benefits of integrating automated scheduling with a mobile working solution.

Overview

Leveraging the power of an integrated scheduling and mobile working solution that reduces travel and idle time, streamlines processes and ultimately increases the number of jobs/deliveries/visits completed per day per field worker can deliver average productivity improvements of 20% and sometimes even higher.

Rostering vs scheduling

Rostering ensures that you have enough people to fulfil the demand at any point in time. Scheduling ensures those people are doing the right things at the right time.

Real productivity gains only come when making the step change from rostering to scheduling. Best-in-class service organisation achieve 81% performance in worker utilisation Scheduling enables you to take into account when allocating work such a location and skill set.

 

The order in which work is schedule can have a significant impacto productivity. If you have a team of 100 workers doing 5 jobs a day, there are 1 billio possible combinations of how those jobs could be allocated

Minimise travel time

Travel time can be the greatest source of productivity leakage. Reducing the travel time of field workers by just 10% per day can, on average, increase productivity by as much as one additional average job per day.

Kirona strongly recommends that journey planning needs to be fully integrated into the scheduling process and that it takes into account the actual route between jobs and incorporates traffic information.

Addressing no access

An efficient schedule drives productivity improvements, but only if customers keep appointments and field workers are able to gain access. Integrating scheduling with customer communication can increase the number of appointments kept and update customers on arrival times.

Streamlining Workflow Paperwork, rekeying data, manual workflows and not having access to key information are all factors that are detrimental to the productivity of your field workforce. The benefits of having a seamless mobile working solution far outweighs the investment required.

Access to the right information empowers a results-driven workforce. According to Aberdeen Group’s Field Service 2014 report, best-in-class service organisations achieved an 88% first time fix performance

Handling the emerging day

The daily challenge for field service organisations is how deal with the unexpected without compromising productivity or letting customers down. According to the McKinsey Improving Workforce Productivity, an average 5-10% of jobs are cancelled each day an 10-20% or tasks run shorter or longer than expected.

Managing this requires real-time visibility of your engineers and a dynamic scheduling app that allows you to move work allocation one job at a time.

 

Leveraging Actionable Insight

Comprehensive insight, acting on it and measuring the impact is the key to driving continuous productivity improvement. Benchmarking individual performance and task times, analysis of capacity vs demand and understanding geographic coverage all are key productivity drivers.

Conclusions

Field workforce automation software is key to driving productivity. The technology is proven, deployment does not have to be complex and there are significant gains to be made.

We have seen time after time that by leveraging Dynamic Resource Scheduling combined with Mobile Working, organisations on average see an uplift in productivity of 20%.

Yet the value does not stop there. These organisations also see an improvement in first time fix, a reduction in no-access, reduced administration overhead and measurable improvements in customer satisfaction. The field service activities become far more predictable and so too does performance.

Every aspect of work can be measured, analysed and lessons learned to drive continuous performance.  According to Aberdeen Group, a best in class service organisation is defined by its ability to achieve 81% or greater workforce utilisation, 88% or better first time fix and a 90% or better customer satisfaction.

 

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Find out more by clicking here to download the white paper now!

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Investment in new smart mobile technology pays off for Kings Security Systems with improved productivity and service levels and elimination of over half a million paper records.

Kings Security Systems, the large Bradford-based independent national security services provider, has boosted efficiency and performance of its field service technicians by deploying Field Link, the scheduling and mobile workforce management technology from mobile network operator EE which incorporates Aeromark's Optimatics technology.

Kings has increased the productivity of its 300 field-based service engineers by 25%, improved customer service levels by 30% and  replaced over half a million paper records with automated electronic documentation.

The company had already been using automated scheduling and mobile applications for over 5 years, but in January 2014, it decided to investigate what improvements could be gained by using the next generation of technology.
After a comprehensive selection process to upgrade its existing systems and improve performance, Kings chose EE Field Link, powered by Aeromark's Optimatics mobile workflow management solution, to replace a number of legacy systems used by its field service division.

Kings’ Engineers cover a wide geographic area, and the reach and reliability of EE’s mobile network combined with the offline capabilities of the Mobile app ensures total system availability. EE Field Link provides Kings with a single platform for dynamic real-time job scheduling, integrated mobile workflows, vehicle tracking and seamless integration with engineers’ devices. This system allows planners central visibility of engineers and jobs, meaning planners can manage the workforce quickly and efficiently. The system shows how many jobs are outstanding and closed, allowing greater visibility and helping Kings to keep its service level agreements with their customers.

Previously, King’s workforce was managed using a variety of solutions from different providers that proved unreliable, and prevented planners having full control over outstanding jobs and locations. The smart mobile technology provides a comprehensive solution that not only integrated with Kings’ existing business processes, but also allowed Kings to launch new processes and features that were previously undeliverable using the old systems.

"Before we started using the Field Link solution from EE and Aeromark, we had a similar system for dispatching calls electronically to engineers’ PDAs. However, Field Link has completely changed the way we work in that we can now see outstanding jobs at the site, or within a radius, improving our planning and boosting efficiency as we deliver an excellent service to our customers." Said Kerrell Cronly, Service Manager at Kings.

 

Within 3 months, Field Link has already helped reduce operational costs and enabled a quicker service delivery. "Since we have been using Field Link, we have seen an increase of over 1 job a day per engineer and a 30% increase in SLAs which is not a result of working longer but by working smarter," said Kerrell.

Steve Evans, Chief Operating Director at Kings said; "Our investment in this new technology was an essential part of our strategic plan. It will enable us to grow significantly with automated and streamlined processes that ensure the service we offer to our customers and our cost base are fully optimised. As a result of the success that the system has delivered for our service division, we have already rolled out the solution to all other divisions within the business."

Anthony King, Chief Executive Officer at Kings said; "EE and Aeromark have a unique technology and agile approach which not only delivered in the agreed timescales and costs but the results exceeded our expectations. That’s almost unheard of with large IT projects and credit goes to the combined team at EE, Aeromark and Kings who have dedicated their time to this project."

 

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Tesseract is helping British Gas expand and diversify by optimising service management at its renewable energy division, British Gas Heat Networks.

Tesseract is helping British Gas to increase the volume of its work and expand its offerings by optimising the service management operation at British Gas Heat Networks (BGHN), a growing division of the company specialising in renewable energy sources and cutting edge new methods.

BGHN began its life as Econergy, designing and supplying biomass heating solutions. Biomass systems – a carbon-neutral solution to the world’s ever-dwindling supply of fossil fuels – rely on heat generated from burning quick-growing, renewable wood instead of gas. British Gas purchased Econergy in order to diversify, to offer customers a wider choice of energy options, and to explore more renewable energy sources and environmentally friendly heating solutions.

Biomass heating solutions continue to be the primary focus of the division, which was renamed British Gas Heat Networks in December 2014. Biomass boilers are provided to anyone who wants them, including private residences, council offices, care homes, schools, rural estates and commercial premises. BGHN offers a complete solution, from initial consultation and project development to design and installation to operation and maintenance, courtesy of long-term heat supply and energy management contracts.

But where does Tesseract come in? Essentially Tesseract looks after the service and maintenance side of things. Following installation, BGHN relies on in-house engineers and a variety of subcontractors to maintain the installations at its clients’ premises. Tesseract’s Service Centre 5 (SC5) is used to manage these engineers and subcontractors, looking after both planned and reactive maintenance at customer sites.

Before the implementation of Tesseract’s service management software, BGHN relied on a predominantly manual, paper-based process to deal with planned and reactive maintenance tasks, plus a modicum of software. Most of the work was scheduled using Excel spreadsheets. Nothing was live, instant or particularly visible.

“We were growing, so we decided we needed better software,” says Kim Dornan, Customer Service Manager of BGHN. “Our old paper-based system had become unmanageable, and we decided we needed to implement a service management software package like Tesseract’s, in order to expand further.”

 

In October 2013, BGHN implemented Tesseract’s full SC5 package, utilising the full range of functions, including remote engineer access, stock control, parts centre and reporting. Now, staff at BGHN do not have to look at spreadsheets to determine what planned maintenance tasks are coming up, or use spreadsheets to log new reactive tasks.

“When we load a contract onto the Tesseract system, Tesseract now tells us what needs to be done and when,” says Dornan. “Before, we would have to enter details onto a spreadsheet and keep looking at it to know what work was coming up.”

Tesseract’s browser-based software can be accessed on all internet-capable devices. Thanks to Tesseract’s Remote Engineer Access (REA), which completely streamlines field service management, BGHN’s engineers can now log in remotely to the Tesseract system from their smart phones, laptops or tablets. They are able to view calls for dispatch, raise parts requests, look at the call history of a site, close down jobs, generate reports and raise same-day invoices. All of the data they input is live and fed back to the office instantly, allowing for much better visibility. REA also has handy offline capability; data can still be entered even if the internet signal is lost, and will be transmitted to BGHN as soon as the signal is restored.

Thanks to Tesseract’s software, a whole labour-intensive, paper-heavy process has been eliminated from BGHN’s operations. As a result, BGHN has been able to increase the volume and multifariousness of its work.

“Tesseract has enabled us to take on more work, and expand the range of services we offer,” says Dornan. “We now employ more in-house engineers and look after more clients. And while our specialism is biomass, we have a number of subcontractors we use for specialist gas work and working with different heat pumps. It means we can offer a more expansive and varied service.”

 

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When business growth meant ENWA Water Technology UK had outgrown its existing service management software software,  it turned to Tesseract to chart a new course. 

ENWA Water Technology UK (EWT UK) specialises in water treatment systems for heating, cooling and process water applications, are charting a new course with Tesseract’s service management software.

The company distributes and services all kinds of water treatment technologies within the UK, with clients ranging from Heathrow Airport to Great Ormond Street Hospital to Imperial College London.  The company established a marine department in 2011,  supplying water treatment solutions to large oil tankers, rigs and offshore storage and production platform, and has grown significantly over the last five years.

This growth brought challenges for the service management software package that EWT UK already had in place. They realised they needed a more efficient, streamlined system in order to be as productive and profitable as possible. “Our previous software didn’t fail; we just outgrew it,” says Glenn Simpson, Manager of EWT UK. “We decided to look for the right software to enable us to move forward and grow, and that’s how we found Tesseract.”

A high degree of organisational efficiency in the servicing department was a particular need. For that reason, the ability to integrate Tesseract’s user-friendly Remote Engineer Access solution with EWT UK’s existing systems was essential. The flexible software is also capable of being integrated with the company's Sage accounting software, another important advantage that drew the company to Tesseract.

“Tesseract came in and demonstrated that, essentially, their software has just what we require,” says Simpson. “Actually they came in twice, which was good because it takes time to get your head round these sorts of things. We’re looking forward to a very rewarding partnership.”

 

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Our  new Hands On  regular feature focuses on the hardware choices available for field service organisations, from smartphones to tablets.  To set the scene, Sharon Clancy runs through some of the key specification points to consider.

As more field service companies automate their business processes, so is the market for the devices required to capture all that useful data. Consumer devices are proliferating thanks to their low initial cost and this has given new impetus to the rugged v. consumer device discussion but has also raised questions about what type of mobile device best suits the task in hand.

Rugged tablets, for example, have given excellent service in sectors such as utilities and emergency services, where processing power, outdoor screen visibility and high levels of reliability are required. Rugged handheld computers might lack user-appeal but they are reliable, versatile and easily configurable. Their relatively small 3.5in screens are not seen as a particular deterrent because the data capture tasks they are used for are simple.

At the other end of the spectrum are consumer devices - cheaper, with user-appeal shine and intuitive apps, but also with components not designed to last the rough-and-tumble of an intensive eight-hour daily use. In the middle are a new breed of hybrid devices with shiny smartphone-style skins underpinned with rugged features to enhance reliability.

Price pressures are certainly driving some of this innovation with consumer and lower-cost devices being deployed in operations where traditionally only rugged devices would be considered. Buyers might agree that the up-front cost of a device is just a fraction of its total life costs but a low initial device cost can get a project green-lighted - important for field service managers keen to gain the operational and cost efficiencies mobile devices deliver.

 

Device names can be confusing - one manufacturer's rugged smartphone is another's Personal or Enterprise Digital Assistant (PDA and EDA). The straightforward approach is to focus on what functionality you need the device to have and also on dimensions and weight. For example, does it need to fit in a pocket; does the data task require a keyboard; a scan engine;  or a camera. What connectivity does your operation need?

We've put together this short guide for buyers to guide to help ensure the devices you choose are fit-for-purpose.

FSN Buyer's checklist

1. Ruggedness
   The rugged specification of a device is more critical for some field service operations than others. Compromises on IP (ingress protection against dust and water) and drop-spec ratings are possible in some environments, but push that too far and the result will be more downtime and repair costs.A typical rugged spec for devices used mainly indoors, for example, might be IP54 for dust and water ingress and a 1.2 metre or 1.5 metre drop rating. some models are rated as high as IP67 and some survive 1.8 metre drops. Check if the drop test is to a soft surface or to concrete (which mimics a fall on to a car park floor).
2. Functionality
   This is a key differentiator when choosing between consumer devices and rugged ones. Rugged devices tend to be built on a modular platform that allows varying degrees of customisation: you get a device precisely tailored to your data capture needs. Specifications for consumer devices are less, if at all, configurable. One area where this manifests itself is in whether the device has a dedicated scan engine for barcode scanning or relies on device camera with a scanning app. A camera might be fine for occasional scanning, but if your service worker has to scan frequently, using a camera is a much slower and fiddly process, affecting productivity and, possibly, data accuracy.
3. Form factor
   With form factors ranging from 2.8in screens on smartphones to 10in or more on tablets, service organisations are spoilt for choice. Small devices are portable, but the small screen may hamper productivity; tablets allow more information to be displayed and usually have more configurability, making it easier to get the exact fit for your processes.Some rugged devices incorporate a hard keyboard matched to a small screen, but user experience with consumer smartphones is helping to create demand for similar larger screens in the business world.
   [quote float="right"]There is intense competition in the 5in and 7in tablet sector

    

   - an area also populated by rugged smartphones. (The main difference is that while smartphones automatically include voice functionality, tablets may not.) Some fully-rugged tablets incorporate a mini-hard-key navigation keyboard to one side, whereas smaller tablets and smartphones rely on touch screens.The use of larger tablets for enterprise is a fast-expanding sector. Rugged tablets may not be as slim as Apple’s iPad, but they are still ultra-portable, with some incorporating a carry handle.
4. Screens
   Screens can be glass or polycarbonate: glass is more fragile and scratch resistant, while polycarbonate is flexible so less likely to crack, but over time can dull with scratches. Toughened glass such as Corning's Gorilla glass is popular in tablets and in some of the rugged smartphones now appearing on the market, while other manufacturers are using bonded screens that are as scratch-resistant as glass but more flexible.Not all mobile devices have the capacitive touch screen technology found on smartphones and tablets for touch data entry and screen. Some rugged devices have resistive screens which are said to be more responsive to touch when the user's finger is wet or gloved, but less responsive than capacitive to bare fingers. However, the latest generation of resistive screens can handle finger-touch input as well as stylus input. Everyone's had the experience of a slow-responding touch screen when navigating: one technical factor can be the number of wires incorporated in the screen, so do ask.

   For field service, there are two other important factors to take into account when it comes to screen specifications: how easy are they to read in bright sunlight and how wide is the viewing angles. NITS is the measure by which visibility in strong sunlight is described and there are various technologies that improve visibility in strong light, usually involving a combination of reducing loss through reflection off the screen and colour management.

5. Operating systems
   When selecting devices, it's important to think about the Operating System as it could impact on whether or how your apps run on it. For Apple fans, iOS is standard; for other devices there is a choice of various Android OS or Microsoft Windows OS in their various guises.[quote float="left"]Device OS is particularly important when you have legacy applications

    

   OS is particularly important when you have legacy applications: they may have been developed with earlier software development tools that are incompatible when it comes to upgrades. Bearing in mind, for example, that Apple iOS is incompatible with a lot of enterprise legacy software systems unless deployed with some sort of mobility management system, for example.Device manufacturers can also tweak the OS, so the more frequently a device is refreshed, the higher the risk that an app which ran happily on an older model won’t on the new one. This is more of a concern with consumer devices which have more frequent model updates than rugged devices.Android is popular with software developers who like the open-nature of Android. Android was once labelled as not-fit-for-enterprise: earlier versions (2.0 or Gingerbread) are more vulnerable from security-wise and may lack enterprise-friendly features such as mobile device management functionality - they can still be found on some older rugged models. Expert advice is to opt for Android 4.0 or later.Tablet manufacturers and their enterprise customers have remained loyal to Microsoft Windows, partly because of its easy integration with desktop software. Some tablet makers now offering licence-free Android as an alternative OS, especially on small form-factor devices where cost is a factor.

   Microsoft's tardiness in releasing a roadmap for 6.5 embedded (popular with rugged device manufacturers) and less-than-stunning Windows 8 has seen customers desert it for Android. However, the newly launched Windows 10 may help it regain some of that lost traction in enterprise.

6. Processing power
   Having sufficient processing power is key if you intend to run multiple applications on any device. Many, but not all, devices now incorporate dual or quad processors with advanced power management that help preserve battery power when running multi-applications.  Some low-cost devices may have older generation, slower, processors. Tablets, especially those 10in and above have impressive RAM and storage facilities, with solid-state memory now widely available. Intel’s Atom or i-series processors and Texas Instruments’ OMAP family are the most widely used.
7. Connectivity
   While smartphones tend to come as standard with all the connectivity you could wish for, on rugged devices, there's greater variation in what is standard and optional. GPS or A-GPS is usually standard on devices aimed at field operations, as are network radios from 3.5G upwards. WiFi and Bluetooth may be operational rather than standard.
8. Batteries
   Some features considered essential for field service management (GPS location fixes and 3G or 4G communication, for example) are notoriously power-hungry, so do compare battery life claims. Smart battery management is now a feature on many devices. Some of the latest generation of rugged devices claim impressive battery life of up to 20 hours, thanks to a new generation of higher-capacity batteries coombined with smart battery-life management and power-saving multi-processor architecture. Light and proximity sensors, for example, power the device or applications on-and-off and battery-condition monitoring and reporting are often included.If the app or operation will be particularly demanding of battery life, it's worth checking how the claimed life was calculated: some manufacturers now quote different hours between recharges for different types of use.It's easy to forget that battery replacement needs factoring into total-cost-of-ownership calculations: the more discharges, the shorter the battery life and the sooner they will need replacing. Don't forget either, think about how devices will be recharged and check the comparative costs of types of in-vehicle chargers.Rugged tablets designed for field service often have hot-swappable batteries which allows users to change batteries without losing data.[/ordered_list]

 

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Replacing a manual paper-based job scheduling system with JobWatch software from BigChange Apps, has enabled Sheffield based DP Doors to achieve greater productivity across its 23 strong mobile team. Revenue is up 25%, there is a doubling of first-time fix rates, fuel savings of £5,000 and a 15% reduction in adminstration. 

DP Doors is an industrial door specialist. It  manufactures, install, maintains and repairs fire doors, roller shutters, steel security doors, PVC strip curtains and crash doors. The family run business employs 42 employees, including 23 field based engineers, serving a nationwide blue-chip customer base. Projects come in all shapes and sizes, including huge doors that are 14m high and 6m wide.

The company prides itself on delivering the highest levels of service and response. Industrial doors are mission critical for customers including food companies who need to separate frozen and chilled areas and maintain the integrity, safety and security of their products.

DP doors were looking for a mobile workforce system to address two key issues within their operation. One was to achieve higher first-time-fix rates. Secondly the business wanted to eradicate the excess paperwork that was hindering productivity.

The company chose JobWatch from Big Change, after careful comparison against two other solutions. “We chose JobWatch as the team at BigChange really understood our business. They had something out-of-the-box that really fitted with our requirements. Plus the overall system offers great value - combining mobile, back office and real-time workforce tracking,” said Managing Director, Alan Bolsover.

Paper work reduction

The company used to take several sheets of paper to every single job (a method statement, risk assessment, vehicle check and job card). In addition drivers had to visit the office to collect job information, adding extra travel time to each day. JobWatch has simplified the workflow, replacing paper job cards with electronic worksheets on rugged mobile tablet. Engineers can access job information instantly wherever they are and travel from home straight to the first job of the day.

 

“At times we were were overwhelmed with paperwork and the manual admin that goes with it. It’s time that we could be spending selling, marketing and developing the business. Admin isn’t adding value,”  pointed out Bolsover.

Smarter scheduling

Smarter scheduling has eased the challenge of planning work for the 23 engineers to locations nationwide. It’s maximising billable time, avoiding unnecessary travel and making the back-office team far more productive. Real-time visibility is avoiding multiple calls to the mobile team to check on status or location.

JobWatch is also helping DP Doors with Health & Safety compliance - an area that’s crucial in this industry and at the top of the agenda for blue-chip clients. Engineers were failing to complete or return their daily driver checks to the office. The JobWatch mobile app now makes it easy for drivers to do their checks at the beginning of each day - and the app won’t let them start work without it. Faults or defects can be logged instantly, ensuring that the maintenance manager is alerted to manage them to resolution. In addition JobWatch is ensuring that risk assessments and method statements are just a click away on the mobile tablet.

Integrated invoicing

Integrated invoicing is invaluable, says Bolsover. It enables jobs to be invoiced as soon as they are completed. Engineers can capture photos on-site for proof-of-service and can be shared with customers.

“We were waiting days for job cards to come back. If a job was on a Monday, we wouldn’t get the paperwork back till Friday. This could have a real knock-on effect on cashflow. With JobWatch we don’t have to wait for anything to be returned to the office - there are no documents that could get lost. Plus we’re able to bill accurately for time spent on site. We’re also looking to start using JobWatch for our invoicing too.”

Finally, JobWatch is helping DP doors to reduce their fuel use, one of the highest costs incurred across the entire business. Drivers are receiving a tailored de-brief at the end of each working day, with friendly encouragement towards safe and responsible behaviours. Line managers can see which drivers are achieving the best MPG and can reward the team accordingly.

 

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