AUTHOR ARCHIVES: Tim Faulkner

The Internet of Things is going to change everything, especially field service, Tim Faulkner of ClickSoftware explains why...

Much has been made of the Internet of Things (IoT). For many years now the concept of a plethora of interconnected devices working together has been mooted.

Devices communicating with one another to share information, pass content, allow for tasks to be completed -all creates a grand mesh of interlocking technology that allow for people to be connected anywhere and anytime.

To do this, more devices will need to become “smart”. They will require a constant connection to the internet or to other devices in order to communicate. From traffic lights, to door locks, to home heating systems, everything will be connected to the internet and working in harmony with other smart devices. Take the traffic light as just one thing that will change in the IoT.

It is regulating traffic while the information it observes is sent to the central command hub, which is then shared with the vehicle and driver half a mile down the road to urge them to change speed and ease congestion. Three disparate objects are working together thanks to the interconnectivity an IoT curates.

Key to this will be improving connectivity so that no matter where you go, there is a connection to the internet. There is no point having an IoT car when as soon as you leave the city, all the functionality becomes redundant. Equally, the hardware needs to change.

 

Each piece of equipment, product, and even building, needs to have connectivity built into it. We are already seeing items like tablets built specifically for businesses to support fieldworkers in any kind of environment and effectively communicate with other mobile workers.

But IoT technology will see that taken a step further. Hard hats, wristbands, tools – all will have sensors built-in to allow for interaction with other smart devices.

Because of these initial hurdles, we are still some way off that point, but we are seeing early signs of enterprise adopting the approach and looking at where connected devices can work together to make tasks a little easier. With the launch of a range of new smartwatches, most notably the Apple Watch, we now have devices that function far more effectively when connected to another device. Arguably, this is the first mainstream example of the IoT making its way into our everyday lives.

Meanwhile, at the recent CeBIT event in France, the talk of the technology show was the impending influence a Connected Economy is going to have.

Think of the Connected Economy as the opening foray into a full IoT concept, with devices that have some interconnectivity and some that are wearable too. Each device gains, shares, and passes information from one to another, all of which is then captured and controlled from a central hub.

For enterprise companies, the potential for this technology is significant. If you are running a big logistics project for example, much of the success or failure of the project hinges on human error.

 

Workers are constantly checking in, updating stock, and ensuring the right rosters of skills and expertise are in place.

An automated system which is instantly updated thanks to connected devices will go a long way to eliminating the risk of human error, and should allow people to get on with the job they have been asked to do, rather than the often time consuming administrative elements.

Cisco has predicted that the Internet of Everything, their take on IoT, could be worth $14.4 trillion of value for enterprises globally ahead of 2022.

The reason for this is because the concept opens up a whole new platform for businesses to operate in, from streamlining costs, to using cloud services to hosting data, to designing and implementing the new smart devices.

It is streamlining of costs where businesses will see the most value. Data can be collected in the field, sent back, and then the appropriate task and resource assigned.That level of automation will reduce the administrative burden and, ultimately, improve the overall customer experience. Equally, IoT will see more preventative methods employed.

 

Devices stationed in remote locations will be able to flag when maintenance is due, or when damage has been sustained. That data can then be shared and a team dispatched to handle the issue.

As consumers, we will receive a package at home and the moment the smart box is opened, that will be the signal the job has been completed There is a huge opportunity for all businesses in the IoT space. Our growing dependence on smartphones suggests the concept of always being “on” is one that appeals to people.

To get to that point however, we will need to see dramatic improvements in connectivity and an overhaul of how we produce items. Connectivity now needs to be at the heart of how products are designed to ensure this grand mesh of technology interacting together leaps from the pages of theory into the practice of reality.

 

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Find out more about ClickSoftware in the Field Service News Directory

 

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The telecoms market is undergoing a huge transition in the UK and across continental Europe. A number of high-profile acquisitions have been made with analysts expecting further consolidation of telecoms companies still to come. The reason behind this spate of acquisitions? The attempt to bring to the market a quad play offer for consumers writes Tim Faulkner, Vice President EMEA ClickSoftware 

Quad play is a term that has been around for a while now. The idea is that a telecoms company can offer a fixed telephone line, broadband, TV and mobile service. For consumers, they get a one-stop shop for all their services. It means dealing with less providers, consolidated bills and makes the overall service much easier to manage. 

 

The last element of the quad play offer is perhaps the most important one. In research conducted by ClickSoftware last year, we found that over a third (34%) of consumers have either cancelled a service or stopped using a brand altogether as a result of poor customer service[1].

A staggeringly high figure to think a third of the customers that businesses come across on a daily basis can be so quickly and so emphatically put off spending any more money with them.

For quad play to be a compelling offer to consumers, it needs to improve the customer service aspect and ensure that there is consistency in service delivery across the company. Regardless of the role, every employee and contractor needs to be provided with the training, tools and information they need to perform a good job.

Whether it’s discussing a service over the phone or an engineer installing a solution at a customer’s house, everyone working for the company is a brand ambassador and the end user shouldn’t be able to tell the difference between the levels of service. In order to succeed, customers need to feel like they are dealing with one company rather than four different suppliers.

When it comes to cost, industry commentators are undecided about whether it will lead to cheaper bills for consumers, however they are in agreement that bringing all of these services together should lead to better customer experiences. That said, in any acquisition, merging the companies together can be a difficult task.

This is further complicated when considering the multiple suppliers each company deals with and how these are integrated. For quad play to take off, companies buying others will need to work out their supplier roster quickly to minimise disruption during the transition.

For the telecoms companies, each should now be in a more powerful position to deal with suppliers. Because there will now be less telecoms companies to work with, the suppliers will need to compete more fiercely than ever.

The purchasing power will be in the hands of the telecoms companies but it will be up to suppliers to provide the best possible offer.

What we will see as a consequence of a quad play market is the development of a marketplace bidding system. Suppliers will need to tender their services via a marketplace platform and the telecoms company will then have to take its pick of the supplier it feels provides the best service.

This new way of working will also benefit the telecoms companies as they will be able to have full visibility across all field resources, including contractors. By extending the same technology utilised by the company to its contractors, they can better ensure consistent processes and level of service are carried out across the organisation.

 Regardless of which service provider is performing the task, the visibility should ensure consistency and a better customer experience. Not only will this achieve greater customer satisfaction but also does so without the need for additional staff overhead, by increasing capacity only when it is needed to maintain service performance levels through demand spikes.

The rest of the year will see the issue of quad play develop. We will see telecoms companies aggressively promoting the offer in order to acquire customers. It will be crucial that for quad play to really take off, the customer experience element improves right off the bat.

Utilising service providers in this new marketplace model is one way of ensuring this takes place

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[1]UK Service Industry Consumer Frustration Index

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