Proact placed fourth among managed services providers within the leading “GIARTE IT Xperience Monitor 2021 (ITX)” assessment, in which the IT outsourcing experiences of customer organisations are measured annually. Amongst mid-sized companies,...
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Jul 15, 2021 • News • Artificial intelligence • Digital Transformation • IoT • EMEA
Proact placed fourth among managed services providers within the leading “GIARTE IT Xperience Monitor 2021 (ITX)” assessment, in which the IT outsourcing experiences of customer organisations are measured annually. Amongst mid-sized companies, Proact secured a top score for workspace outsourcing, and obtained the highest scores in the categories of workspace management and support.
“Of course, it's about the whole picture that you offer as an outsourcing partner”, says Proact Service Operations Director of Proact Netherlands Bertus Doppenberg. “Basically, you have to prioritise the total unburdening of the customer when it comes to their workspace. Customer satisfaction starts with a positive user experience. That is one of Proact’s key priorities, which we now also see being rewarded in this benchmark. Still, it's not the only thing we focus on. If you don’t have a firm foundation in terms of your offering, you will notice this immediately in practice. We have managed that well, which is apparent from the wonderful scores we have received.”THE IT SERVICES PROVIDER SCORES HIGHEST ALSO IN THE TRANSPARENCY CATEGORY FOR ITS WORK WITH CUSTOMERS
The fact that Proact emerged from the survey as one of the highest rated mid-sized organisations in the area of outsourcing — with an average managed services score of 8.4 on a scale of 10 — is in itself a great achievement. Infrastructure management, workplace management and support, system integration and security management are also enthusiastically praised by Proact's 20 largest customers within the survey. Equally impressive, however, is that the IT services provider also scores highest in the transparency category for its work with customers. These results are all the more notable considering that Proact expanded its presence in the Netherlands and in Belgium through the acquisition of PeopleWare in the end of 2019. The company specialised in outsourcing prior to its acquisition, and this has developed into a very strong component of Proact’s offering in this region since.
“We could not have achieved these great results without our customers. As an organisation, we are close to our customers. Our personal approach and our prioritisation of open and honest communication in our relationships are the basis for this. This is only possible if parties work together openly and honestly. The results of GIARTE therefore reflect the extent and intensity of cooperation with our customers. That is a two-way street”, adds Mark van Liempt, Business Unit Director, West. “We do it together, so the credit must go to our customers as well!”
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Artificial Intelligence @ www.fieldservicenews.com/artificial-intelligence
- Learn more about Proact @ www.proact.eu
- Read the full GIARTE ITX study @ https://itx.giarte.com/
- Follow Proact on Twitter @ twitter.com/proact_it
Jul 13, 2021 • Features • Artificial intelligence • Digital Transformation • technology • Aquant • GLOBAL
The platform converts messy service data into detailed insights for service executives, providing visibility into customers at risk of churn and workforce training opportunities.
The platform converts messy service data into detailed insights for service executives, providing visibility into customers at risk of churn and workforce training opportunities.
Service executives, do you want to see into the future and prevent customer disasters ahead of a negative Net Promoter Score (NPS) or service escalation? Aquant’s Service Insights makes that possible by doing all the complex data analysis for you.
“Historically, service decisions have been made using only a fraction of available service data. That causes blind spots into customer satisfaction and creates an environment of reactive problem-solving. If you wait until you receive a negative NPS, it’s too late,” says Shahar Chen, CEO and co-founder, Aquant. “The new normal in service requires providers to approach customers with solutions before a customer comes to a provider with a complaint.”
That kind of data-driven decision-making fosters better customer experiences and improves service outcomes. But before you can make informed decisions, you need a clear picture of what story the data is telling — and that’s been a roadblock for many organizations.Service Insights Curates and Analyzes Disparate Data and Provides Actionable Recommendations
“We’ve worked with leading service organizations to build a powerful analytics tool that is designed for business users,” adds Assaf Melochna, president and co-founder, Aquant. “Service Insights provides targeted information in the language that service leaders understand, and it does so in days, without the need for a multi-department deployment.”
Service Insights is Not a BI Tool. It’s an Entire Data Science Team at Your Fingertips
Aquant delivers a 360-degree view of the service lifecycle. Unlike traditional BI tools, Service Insights is able to access more of your data, and then analyze and interpret it — without the need for a team of data scientists. Users will see immediate value following a simple deployment process. Isolated data points become descriptive and predictive intelligence presented through auto-generated reports and easy-to-access graphical dashboards. Here’s what’s possible with Service Insights:
- Mine insights out of your (un)structured service data - Gain a deeper dimension of insight into your unstructured data with Aquant’s Service Intelligence Engine by identifying key symptom and solution data directly from customer comments, call center agent notes, field technician debriefs, and machine log files. Formerly hidden data becomes a powerful decision-making tool.
- Generate service performance and risk models - Service Insights automatically generates trends, recommendations, industry benchmarks, and predictions based on more than 5 million service tickets from manufacturers and service providers. Leverage Aquant’s predictive modeling to create customer risk scorecards, and manage workforce performance, and training strategies.
- Get the right insight at the right time - Need a quick summary of your business, a snapshot of customers, or an overview of the workforce before your next meeting? Aquant auto-generates easy-to-read overviews for each customer or service provider, identifying key statistics and important trends. Focus on the most critical service issues without having to dig into dashboards.
To learn more or schedule a demo, get in touch.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/aquant
- Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
- Find out more about Aquant's AI Tool Service Insights @ www.aquant.io/platform/service-insights/
- Learn more about Aquant @ www.aquant.io
- Follow Aquant on Twitter @ twitter.com/Aquant_io
Jun 24, 2021 • News • Artificial intelligence • Digital Transformation • technology • Aquant • GLOBAL
Aquant, the leading service intelligence platform announced Service Insights. The tool, capable of analyzing your data out of the box, provides a detailed window into factors that impact customer experiences. This empowers service leaders with the...
Aquant, the leading service intelligence platform announced Service Insights. The tool, capable of analyzing your data out of the box, provides a detailed window into factors that impact customer experiences. This empowers service leaders with the knowledge to prevent customer disasters ahead of a negative Net Promoter Score (NPS) or service escalation.
“Historically, service decisions have been made using only a fraction of available service data. That causes blind spots into customer satisfaction and creates an environment of reactive problem-solving. If you wait until you receive a negative NPS, it’s too late,” says Shahar Chen, CEO and co-founder, Aquant. “The new normal in service requires providers to approach customers with solutions before a customer comes to a provider with a complaint.”That kind of data-driven decision-making fosters better customer experiences and improves service outcomes. But before you can make informed decisions, you need a clear picture of what story the data is telling — and that’s been a roadblock for many organizations.
Service Insights Curates and Analyzes Disparate Data and Provides Actionable Recommendations
“We’ve worked with leading service organizations to build a powerful analytics tool that is designed for business users,” adds Assaf Melochna, president and co-founder, Aquant. “Service Insights provides targeted information in the language that service leaders understand, and it does so in days, without the need for a multi-department deployment.”
Service Insights is Not a BI Tool. It’s an Entire Data Science Team at Your Fingertips
Aquant delivers a 360-degree view of the service lifecycle. Unlike traditional BI tools, Service Insights is able to access more of your data, and then analyze and interpret it — without the need for a team of data scientists. Users will see immediate value following a simple deployment process. Isolated data points become descriptive and predictive intelligence presented through auto-generated reports and easy-to-access graphical dashboards. Here’s what’s possible with Service Insights:
- Mine insights out of your (un)structured service data - Gain a deeper dimension of insight into your unstructured data with Aquant’s Service Intelligence Engine by identifying key symptom and solution data directly from customer comments, call center agent notes, field technician debriefs, and machine log files. Formerly hidden data becomes a powerful decision-making tool.
- Generate service performance and risk models - Service Insights automatically generates trends, recommendations, industry benchmarks, and predictions based on more than 5 million service tickets from manufacturers and service providers. Leverage Aquant’s predictive modeling to create customer risk scorecards, and manage workforce performance, and training strategies.
- Get the right insight at the right time - Need a quick summary of your business, a snapshot of customers, or an overview of the workforce before your next meeting? Aquant auto-generates easy-to-read overviews for each customer or service provider, identifying key statistics and important trends. Focus on the most critical service issues without having to dig into dashboards.
To learn more or schedule a demo, visit www.aquant.io
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/aquant
- Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
- Find out more about Aquant's AI Tool Service Insights @ www.aquant.io/platform/service-insights/
- Learn more about Aquant @ www.aquant.io
- Follow Aquant on Twitter @ twitter.com/Aquant_io
May 21, 2021 • News • Artificial intelligence • Digital Transformation • IoT • EMEA
Data management specialist Proact has signed a new partner agreement with LogicMonitor to enable Proact and its customers to better collect and consolidate critical performance and operational data on their IT infrastructure and cloud services.
Data management specialist Proact has signed a new partner agreement with LogicMonitor to enable Proact and its customers to better collect and consolidate critical performance and operational data on their IT infrastructure and cloud services.
The new partnership with LogicMonitor will enable Proact to provide its customers with enhanced monitoring services based on industry-leading AIOps (artificial intelligence for operations) toolsets. The functionalities to collect and consolidate critical performance and operational data insights will improve Proact's support offerings and provide even more proactive maintenance opportunities. Customers benefit as the insights can be used to prevent incidents from occurring, and to provide optimisation suggestions that lead to improved performance and efficiency.THE PARTNERSHIP WITH LOGICMONITOR WILL ENHANCE PROACT EXISTING MANAGEMENT CLOUD SERVICES
We are excited about this new partnership as we are seeing a strong market trend in movement towards AIOps. It’s a new mindset within IT operations where machine learning is applied to collected data, to predict what will happen within certain environments. This new partnership will benefit both customers that decide to operate our monitoring platforms themselves and those who use our Managed Cloud Services” says Per Sedihn, CTO and VP, Portfolio and Technology at Proact IT Group AB.
“LogicMonitor continues to evolve its partner strategy to focus not only on global expansion, but also on hyper-localisation. In the wake of the pandemic, many enterprises have turned to local organisations with market leading expertise to address their business needs,” says Sanjay Gupta, Global Vice President of Channels and Alliances at LogicMonitor. “We recognize the power in aligning with companies that not only have a global footprint but also established trust within their local markets. Partnering with Proact extends LogicMonitor’s availability via a trusted global IT managed services provider who has strong local ties within their key markets.”
The new partner agreement with LogicMonitor stretches across all countries in which Proact operates and will also act as a foundation for enhancing Proacts existing managed cloud services.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Artificial Intelligence @ www.fieldservicenews.com/artificial-intelligence
- Learn more about Proact @ www.proact.eu
- Find out more about LogicMonitor @ www.logicmonitor.com
- Follow Proact on Twitter @ twitter.com/proact_it
May 18, 2021 • Features • Artificial intelligence • White Paper • Digital Transformation • IFS • Covid-19
In this final article of a series of excerpts from a recent e-book published by IFS, we discuss how to achieve the full benefits of digital transformation with less risk, lower cost and in a fraction of the time.
In this final article of a series of excerpts from a recent e-book published by IFS, we discuss how to achieve the full benefits of digital transformation with less risk, lower cost and in a fraction of the time.
This feature is just one short excerpt from an exclusive Field Service News e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Harness the Power of Integrated Data
The Challenge
In order to create more value for customers annd deliver a seamless, branded experience, organizations need to harness data and intelligence to not only meet, but also anticipate, their customer's future needs.
This type of outcomes-based innovation requires huge cultural and organizational changes, breaking down data silos and coordinating processes across your entire enterprise. By enabling every employee to have a 360-degree view of the customer, teams can deliver a thoughtful, personalized experience at every customer touchpoint.
The Solution
While many businesses today are utilizing technology that helps them manage their customers, people and assets, only forward-thinking innovators can join the dots between these systems so that they can deliver amazing outcomes-based customer experiences.
In order to do that, you need to have solutions that are optimized specifically for your customers, your people and your assets. IFS Cloud will be the single home for IFS's entire portfolio across manufacturing, project management and service, delivering Enterprise Resource Planning, Enterprise Asset Management and Field Service Management capabilities under one platform - breaking down category silos and giving a single-point of truth for information.
"You need to give customers a consistent level of service no matter where you operate, and this platform allows us to do that"
Gyner Ozgul, Senior Vice President, Smart Care.
The Full Benefits of Digital Transformation
The Challenge
The COVID-19 pandemic accelerated digital transformation in a variety of industries. Yet to achieve the full value of digital transformation, your business must be able to integrate one data source with pmultiple other data streams and software systems.
You also need innovations that can provide scalable, agile solutions that are designed for utilizing complex sets of data this way.
The Solution
Companies struggle to make meaningful use out of their data because it's siloed in different departments and systems. IFS Cloud helps solve that problem. It is built on a common data model and is designed to be completely open to your business and IT landscape. This gives businesses a consistent way to connect its people, assets, products to IFS Cloud and easily integrate with other systems.
A key trend in enterprise software is the concept of the Composable business, which enables organizations to adopt and scale the technology capabilties they need, when they need them. This type of technology also allows you to grow without haveing to constantly introduce and integrate new platforms and data silos. IFS Cloud is built as a containerized environment, on a common platform made up of compostable units. This means you can select the technology capabilties you need with industy best practices built-in, allowing you to implement them in a fraction of the time to support your changing business needs.
Lastly, having innovations embedded in our solution removes complexity and reduces cost and risk for businesses. It also enables you to harness and scale new capabilities across your entire organization, such as IOT, Digital Twins, Ai, machine learning and process automation. You get to choose the exact combination of dunctionality and innovation and the right kind of deployment model that works for your business - all combined with the in-depth industry focus and expertise that you need. With IFS Cloud, there are no bolt-on integrations or expensive proof of concepts. Our embedded, natively builtinnovations mean you achieve value from your technology investment faster.
"By 2023, Gartner predicts that organizations that have adopted a compostable approach will outpace competition by 80% in the speed of new feature implementation..."
Deliver Amazing Moments of Service
Customers today don't want to buy products, they buy experiences. These experiences can be made delightful if you adopt digital business models and orchestrate your entire value chain to achieve, not only a great Moment of Service, but also the full benefits of digital transformation for your organization.
Discover how IFS can help your organization embrace the service delivery models of the future and the softwate that will meet your ambitions. Download the IFS Service Managers' Buyer's Guide that explains exactly how to align your service workflow uniquely to the technologies that will help deliver growth.
This feature is just one short excerpt from an exclusive Field Service News e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about IFS @ www.ifs.com
- Download the IFS Service Managers Buyer's Guide @ www.ifs.com/assets/service-management-buyers-guide/
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
May 11, 2021 • Features • Artificial intelligence • White Paper • Digital Transformation • IFS • Covid-19
In this third article of a series of excerpts from a recent e-book published by IFS, we look at how to use artificial intelligence to optimize resources and make predictive scheduling a reality.
In this third article of a series of excerpts from a recent e-book published by IFS, we look at how to use artificial intelligence to optimize resources and make predictive scheduling a reality.
This feature is just one short excerpt from an exclusive Field Service News e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Artificial Intelligence to Optimize Resources
The Challenge
Optimizing the productivity of your field workforce while delivering a great experience for your customers is ever more challenging in today's on-demand world.
Field service software with embedded Artificial Intelligence (AI) delivers knowledge efficiently, processes solutions to complex data seta, and automates repetitive activities to allow human workers to focus on personalized service, solving complex problems and escalations - where people excel. AI is revolutionizing the way resources are optimized, paving the way for predictive scheduling and enabling organizations to consistently meet service level agreements for enhanced outcomes.
However, despite almost 90 percent of businesses intending to make an investment in AI, it can be difficult for them to get started on the journey to delivering the value that AI promises. The important thing is not AI in and of itself, but how it can be used as an enabler within our solutions. Our AI solutions are focused on clear use cases that will allow you to better support your business, both now and in the future. We make AI easy to use and to understand for non-technical data specialists, removing the complexity while still delivering solutions that are rubust and powerful in their use of algorithms and data science.
"IFS scheduling optimizing is a phenomenally powerful tool. It is key to us in delivering the outcomes our customers want in the most efficient way possible."
Mike Gosling, IT Service Platforms Manager, Cubic Transportation Systems.
The Solution
IFS gives you what you need to optimize your planning and scheduling activities to manage the strategic, operational and tactical elements of your resource planning.
Powered by industry-leading artificial intelligence, IFS can do in minutes what our competitors take hours to accomplish. Our planning and scheduling solution allowa you to forecast and model your requirements to test strategic changes before you implement them, saving you time, money, and headaches.
Service is the New Product. And It Enables the Move to Outcomes
The Challenge
Adopting Artificial Intelligence allowa your organization to move towards greater automation of business processes when it is effectively combined with other technologies to solve problems end-to-end.
As you've seen, for example, the predictive service of assets relies on effective live data gathering via IoT sensors, machine learning to predict future asset performance using a model built on data sources like maintenance history, and advanced scheduling and optimization to plan the most effective maintenance schedules based on these predictions.
The Solution
The key to how IFS delivers improved processes lies in our Intelligent Process Automation, which is a combination of the following tools:
- Process discovery and representation through a business modeler used for a Digital Twin of the Organization (DTO)
- Data and knowledge management through the creation of connected knowledge representation to describe processes and their related entities and properties
- Process monitoring through Machine Learning, continually improving execution through reinforcement learning
- Automation through a workflow engine that can initiate actions within our software
"It's inevitable: selling products as services will become a major component of businesses over the next decade."
Aly Pinder, Product Director, Service Innovation & Connected Products, IDC.
Business applications have always been about process automation, but historically knowledge has been captured and implemented using human-crafted business rules and thresholds. This approach has shortcomings: the rules used are typically of limited complexity, do not change dynamically over time and purely encode knowledge as directed by humans, who might not be doing things efficiently or correctly. By incorporating machine learning, IFS can help organizations leverage historical data to detect patterns and rules that might not be apparent to people, while learning continues over time to produce the best decisions and enable organizations to adapt to changing business environments.
Look out for the next feature from the e-book "The Future of Service Management Technology" next week where we look at two major service challenges to overcome when it comes to the service workforce.
This feature is just one short excerpt from an exclusive Field Service News e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about IFS @ www.ifs.com
- Download the IFS Service Managers Buyer's Guide @ www.ifs.com/assets/service-management-buyers-guide/
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
May 04, 2021 • Features • Artificial intelligence • White Paper • Digital Transformation • IFS • Covid-19
In the second article of a series of excerpts from a recent e-book published by IFS, we discuss how IoT and machine learning make predictive maintenance a reality.
In the second article of a series of excerpts from a recent e-book published by IFS, we discuss how IoT and machine learning make predictive maintenance a reality.
This feature is just one short excerpt from an e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Break / Fix is Dead.
The Challenge
As innovators vie to stand out and become leaders in today's highly competitve landscape, the traditional model of break-then-fix is no longer holding weight with the consumer.
To embrace the service delivery models of the future, businesses need to evolve over time from reactive to proactive to democratized and ultimately, to predictive and prescriptive maintenance.
The Solution
IFS' advanced asset monitoring technologies enable you to establish a higher level of service above and beyond fixing individual pieces of equipment when requested. It guarantees your customer continued operation and focuses on building a long-term partnership to increase their asset lifecyles and enhance their operational performance.
IoT measurements and readings draw your attention to possible faults and anomalies before they occur, allowing service teams to deliver quick and appropriate response to avoid downtime.
IFS predictive maintenance adds machine learning power from sensor data and historical asset service information to identify under - or over - maintained assets. You can revise and optimize maintenance plans, moving from time-based preventive action to condition-based predictive action for increased uptime and asset output.
IFS customer Eickhoff, like many manufacturers, has been redefining the role service will play in the company's ability to differentiate. Eickhoff's 1300 employees worldwide support two business units: mining equipment and gearboxes for industrial and wind turbine applications. Its mining customers are focused heavily on uptime and output since any downtime of the equipment is incredibly costly.
"IoT and data analysis are critical to Eickhoff's evolution. Porting notable events from our IoT environment into IFS's platform is helpful in terms of history and documentation, in detecting event that are worth alerting customers to take action on, and to schedule out and event predict service needs. But moreover, the insights we can glean are a new line of customer value. Their ultimate goal is uptime, so not only can we provide the machinery but also insights to help them achieve that goal."
Dietmar Schmitz, Head of Product Development Service, Eickhoff.
We're helping our customer Icelandair to analyze data from multiple sources while utilizing predictive modelling that's powered by machine learning. Plus, we're using explainable AI to not only predict when an aircraft may experience an issue that requires ground-time within a certain time frame, but also predict which area of the aircraft is most likely to experience a failure.
Instead, businesses need to deliver a customer's desired outcome for their product, equipment or asset, and often before the customer has even thought to ask for it. Whether it's B2B or B2C, all customers want greater value from their investment, and that means providing a service that works for them, exactly how they want it to. The additional challenge, however, is for service organizations to deliver this in a way that's sustainable and cost-effective.
"We're saving costs and increasing our on-time performance."
Lilja Scheel Birgisdottir, Reliability Engineer, icelandair.
Subscribe to access the full e-book where you can watch two videos from Icelandair, where Reliability Engineer, Lilja Scheel Birgisdottir explains how, with the help of IFS, they are able to reduce costs by collecting technical data that enables them to constantly evaluate the health of their fleet.
This feature is just one short excerpt from an e-book published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about IFS @ www.ifs.com
- Download the IFS Service Managers Buyer's Guide @ www.ifs.com/assets/service-management-buyers-guide/
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
Apr 27, 2021 • Features • Artificial intelligence • White Paper • Digital Transformation • IFS • Covid-19
In the first article of a series of excerpts from a recent e-book published by IFS, we look at ground-breaking service capabilities that enable you to maximize customer outcomes.
In the first article of a series of excerpts from a recent e-book published by IFS, we look at ground-breaking service capabilities that enable you to maximize customer outcomes.
This feature is just one short excerpt from an e-book recently published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Deliver Amazing Moments of Service
In today's customer-driven environment, service is more relevant than ever before. Why? Because it enables differentiation in a crowded, competitive market and is a key revenue driver for future business growth.
In recent years, service has also become the face of your business. As such, it is often the catalyst of customer frustration or adoration and an opportunity to show how you're using technology in intelligent ways, not just to track customer behavior or save on the buttom line, but also to create transformational experiences for your customers. We call these 'Moments of Service'.
These are the moments when everything comes together, when the hundreds of decisions, thousands of processes and people all align to deliver your company at its best. Whether you manufacture heavy industrial equipment, undertake complex construction projects, manage aerospace assets or operate a huge electric or water utility, it takes your entire organisation to deliver value at the exact moment when your customers are engaging and interacting.
Great Moment of Service connect you to your customers and drive greater brand loyalty. But delivering these kinds of experiences requires you to refocus your business on services and outcomes instead of porducts. It also requires next-generation technology that can predict and prevent asset downtime, automate manual activities inside and outside businesses, offer out-of-the-box innovation, and reduce operational costs.
But just how are industry innovators rising to meet these challenges? And how can the right technology help you embrace the service delivery models of the future, such as predictive maintenance and outcomes-based service capabilities, that will enable you to deliver amazing customer experiences?
"As a manufacturer, we must think about how to evolve our operations to ensure the customer outcomes of uptime and information are met. IFS has been instrumental in enabling us to differentiate on service and has prepared us for the future of service."
Dietmar Schmitz, Head of Product Development Service, Eickhoff.
Service is the New Product. And It Enables the Move to Outcomes
The Challenge
Delivering products, even ground-breaking products, is no longer enough to win the hearts and minds of your customers.
Instead, businesses need to deliver a customer's desired outcome for their product, equipment or asset, and often before the customer has even thought to ask for it. Whether it's B2B or B2C, all customers want greater value from their investment, and that means providing a service that works for them, exactly how they want it to. The additional challenge, however, is for service organizations to deliver this in a way that's sustainable and cost-effective.
The Solution
The global pandemic has driven companies of all types and sizes to adopt a customer-outcomes mindset, even for those outside of traditional service provision businesses. In all industries, we are seeing that customers and consumers are willing to pay a premium for better service and a guaranteed outcome.
As your business evolves from seeling products, to selling services as a product to providing outcomes-based service performances, value is delivered through the contract you provide - which safeguards and maintains the uptime of your customers' assets.
"It's inevitable: selling products as services will become a major component of businesses over the next decade."
Aly Pinder, Product Director, Service Innovation & Connected Products, IDC.
For all service organizations, regardless of industry, the move to outcomes provides peace of mind to customers while also giving you more recurring revenue streams and the ability to offer even longer - and ultimately more profitable - contracts. Shifting your entire organization to deliver optimized outcomes and experiences for your customers cannot be done overnight, and it cannot be done alone. Businesses need the right technology and an experienced partner to help them navigate the evolution from simply maintaining customers' equipment to optimizing its performance, extending its lifecycle, and being able to predict failures, enabling your team to take corrective action before your customer experience downtime.
Look out for the next feature from the e-book "The Future of Service Management Technology" next week where we look at two major service challenges to overcome when it comes to the service workforce.
This feature is just one short excerpt from an e-book recently published by IFS.
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Further Reading:
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about IFS @ www.ifs.com
- Download the IFS Service Managers Buyer's Guide @ www.ifs.com/assets/service-management-buyers-guide/
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
Nov 02, 2020 • Features • Artificial intelligence • White Paper • Digital Transformation • field service management • Aquant
This final excerpt from a recent white paper published by Aquant analyses why distributing knowledge across the team is the missing link to creating a high-performace workforce...
This final excerpt from a recent white paper published by Aquant analyses why distributing knowledge across the team is the missing link to creating a high-performace workforce...
Want to know more? Field Service News Subscribers can access a White Paper on this topic on the link below.
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bridging the gap between where you are now and where you want to be
Now that you know where to look and what to look for in your service data, what's next?
Distributing knowledge across the team is the missing link to creating a high-performing and engaged workforce.
Once you understand:
How your workforce is performing individually
The size of a skills gap across the organization
The next step is to figure out how to bridge the gap between where you are now, and where you want to be. Artificial intelligence can get you there quickly and enable this transformative shift in the workplace.
Here’s how:
○ AI that understands your organization’s unique service language and can quickly analyze hidden data is the first step in turning service records into actionable information.
○ Next, using that data to map out your workforce and identify heroes and challengers gives you the insights that can’t be found by simply monitoring key KPI.
○ Converting your organization’s tribal knowledge (from your service heroes) into usable information and then combining that with your own service data creates a dynamic platform is the final clue to unlock hero status for everyone.
○ That democratized knowledge, which is as easy to access as a Google search, puts the power of your best experts in the hands of the whole team.
Read the full Aquant white paper which provides an analysis of field service KPIs and the state of the workforce skills gap.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below. If you are yet to subscribe you can do so for free by hitting the button and you can access the white paper instantly upon completing the registration form!
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
- Read more about Artificial Intelligence @ www.fieldservicenews.com/artificial-intelligence
- Find out more about Aquant @ www.aquant.io
- Follow Aquant on Twitter @ twitter.com/Aquant_io
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