ARCHIVE FOR THE ‘connected-field-service’ CATEGORY

Kris Oldland, Editor-in-Chief, Field Service News talks to Scott Berg, CEO at ServiceMax about why IoT has so far failed to hit the heights it really is capable of and what we more should be expecting from connected assets in the near future...

When I sit down with Berg, he has just given a highly well-received presentation at Field Service USA, perhaps the biggest event in the global field service calendar. He managed to hit the two big topics that dominated conversation over the four days of the conference, namely preventative maintenance and IoT.

However, whilst many of his peers have spent the time still talking about why these are essential topics for field service companies today, Berg is already looking towards tomorrow.

“There is a big move towards predictive service, which a lot of us have talked about wanting to do. I think IoT has arrived on the scene and that might be what finally enables it. One of the things I’ve seen as we’ve come deeper into GE and seen what some of the other assets are around us from a technology standpoint is that the asset performance management concept is really unique,” he opens.

“As a field service guy I didn’t even know that this stuff was out there- I didn’t know that it was possible. That, of course, makes sense as it was used in process manufacturing, chemicals, oil and gas so it just wouldn’t occur to bring that over to field service, but this linking of the predictive analytics fed by IoT allows us to create a closed-loop process.”

“Frankly, now that I know these APM guys better within the GE company, it was one of the first epiphanies we had last year where we said you send that work to me, I’ll send you this back, arm the technician with the predictives that say ‘here’s why your here today.’”

“Another theme is also that this whole IoT thing is making me scratch my head a little bit and I’ve been talking to more and more people lately about this.,” Berg admits.

For me as a technology salesperson by trade it really gets good when someone can see real obvious value articulated, experience it and it becomes a bit of a no-brainer, I don’t think IoT has reached tha“$2.9Trillion dollars is going to get spent on IoT by 2020. Now this is not to say that many companies including a number of our customers haven’t experienced value, but it it’s still not quite fulfilling the full potential that it had - so what is the problem? For me as a technology salesperson by trade it really gets good when someone can see real obvious value articulated, experience it and it becomes a bit of a no-brainer, I don’t think IoT has reached that.”

It is a question I have raised myself in these pages. So what does Berg think is holding everyone back from seeing the true potential of IoT?

“I think it’s a combination of things,” he replies, considering the question. “Firstly, people are still drowning in data - and I do think that is still a problem. We see it even in GE businesses, there is so much more data by our own creation that it just gets harder and harder, and so now you’ve got things like Edge computing as opposed to sensors feeding data to Clouds, which is way to slow and far away, so that’s one thing that is changing rapidly.”

“And yes, there are people who have got the benefit but so far I see it as just a one and done benefit. We’ve had good examples of our customers, where they’ve identified a failure pattern, in one case a company were able to identify that they were fixing something too early, they could’ve gotten two more weeks out of it, so that leads to a modification of a service protocol or procedure, but it is still a one-off benefit.”

“It’s big don’t get me wrong. But it doesn’t do anything for you next year and it didn’t uncover the next problem. In fact, it may be even pushing a problem further downstream and so then another one surfaces.”

“That’s what is so exciting about the whole conversation around AI and Machine Learning - in that it offers continuous learning. The ability to model risk and put that into a plan - maybe that is the final way to bring IoT to its full potential in terms of service management and to create a pretty cool closed-loop process really.”

“I don’t mean to push IoT to a back seat, don’t get me wrong, there are so many side benefits that are game changing but it is a bit like you’ve planted something and then your like when is it going to come out of the ground, when am I going to see a flower and then to continue that analogy when that fruit first comes out, you don’t want to pick it and then that’s if you want it to be a constant crop."

It is interesting to hear Berg’s view that there is so much more to come how we implement IoT in a field service context. Particularly given ServiceMax’s role as an earlier pioneer within the space. When he speaks on the topic he invokes a clear belief in the scientific method - i.e. that each hypothesis is subject to continuous testing and re-evaluation.

“We were early partners and integrators with things like PTC and the ThingWorx products, launched connected field service and we’ve had some customers who have seen some real benefit - but why didn’t it sustain, why didn’t it evolve, why didn’t it grow - why wasn’t it everywhere?” He asks.

“I think it is because people were just a bit stalled looking for that extra piece of the puzzle,’ he continues answering his own questions.

One of the reasons we didn’t call Connected Field Service our IoT API is because the notion of connecting field service was not only getting the device to give up its data but also in the mobile device then arming the technician with why are you here“In fact, one of the reasons we didn’t call Connected Field Service our IoT API is because the notion of connecting field service was not only getting the device to give up its data but also in the mobile device then arming the technician with why are you here.”

“What was the reading that led to this? But let’s take that further, let’s get an understanding of what the is device doing right now so they know what it was doing yesterday when they were summoned, but also me what it's doing now, how has that changed.”

“I think that’s that notion of equipment centricity. The cool thing about GE is that it is the world’s largest field service company and it is also at it’s core a completely asset-centric group of engineers, the machine is everything they worship the machines - there are pictures of machines all over our office.”

When I last spoke to Berg, ServiceMax had only recently become part of the GE family, but even then he spoke of an early affinity between the companies and of a kindred spirit at each companies core. Fast forward some 18 months and it is clear that the relationship is proving to be even more symbiotic with benefits flowing both ways.

“I was in a meeting recently where one of the innovations another team was pushing in APM was maximising the performance and predicting the health of a set of assets. By that I mean not just one isolated machine but for example think of a wind-farm, maybe there are a thousand of assets within that fleet. We were trying to establish how we can comprehend the collective health of those assets and how they work together.”

This is just another example of how Berg, ServiceMax and now the wider team within GE are not satisfied with pushing the envelope today but are dedicated to understanding how they can continue to stay at the vanguard of innovation for many, many years to come.

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Field Service News, Editor-in-Chief Editor, Kris Oldland's latest white paper, sponsored by eBECS, explores why field service organisations should be ensuring their field service technicians are collecting data from assets whilst on service calls even if they aren't ready to implement an IoT based approach to service delivery yet as by doing so they can reap some of the benefits and more importantly build the processes for a future world in which connectivity and data will be at the heart of customer service operations...

Want to know more? The bad news is the full white paper is only available exclusively for fieldservicenews.com subscribers.

The good news is that if you are a field service practitioner then you may well qualify for a complimentary industry practitioner.

The even better news is we will send you a copy of this white paper when you apply as a welcome!

Click here to apply for your complimentary industry subscription to fieldservicenews.com and access the white paper now!

Note: Please do take the time to our T&Cs (available in plain English at fieldservicenews.com/subscribe) and note that this content is sponsored by eBECS

In today’s field service sector companies are facing an increasingly complex set of challenges and the collation and analysis of data paradoxically seem to often be found at both ends of the spectrum.

Data can be at the heart of many problems for a field service organisation as they struggle to find useful insight amongst ever-increasing banks of data locked away in differing business silos. Yet the rewards for breaking down those silos and also being able to identify where the insight is within your data can lead to better service levels than have ever been possible previously.

The vast amount of data that we have access to today can potentially give us a much more intimate understanding of our customer base than ever before, giving us the ability to understand and even predict their needs, far more accurately than we have ever been able to manage previously.

The vast amount of data that we have access to today can potentially give us a much more intimate understanding of our customer base than ever beforeHowever, the flip side of this benefit is that companies are now finding themselves drowning in data - which becomes meaningless without insight, a challenge which can be magnified further if data is locked away behind walls within an organisation.

It can be a daunting challenge to not only establish processes that allow the collection of data but also to ensure that when collected, data can move seamlessly across an organisation to fulfil its maximum potential. Yet in today’s business climate where service has become a core differentiator, there has perhaps never been a more urgent need to ensure you are harnessing every tool available to you in the most efficient manner in order to stay just one step ahead of the competition - and data certainly holds many of the keys to service excellence when it’s collected, processed and analysed correctly.

An interesting symptom of operating in a world of technological advancements, is that when we talk about data collection within a field service context the topic immediately turns to IoT - but in doing so are we overlooking one of the most important resource in a service organisation already at our disposal - the field service engineers themselves?

The importance of data collection in an increasingly connected world

The question of whether the Internet of Things will play a part in field service has been and gone. The answer was a resounding ‘yes it will.’

Research from Field Service News showed that 86% of companies were actively either developing plans to implement IoT or had already done so. Indeed, in terms of IoT and field service, the question for the overwhelming majority of companies has moved from why to how.

However, the impact of IoT in field service is set to be so revolutionary that it cannot just be viewed as a new technology to be rolled out, it is a decision which must be grounded with a firm understanding of your business strategies, your future goals and a rock solid foundation of both processes and technologies that can allow an organisation to fully reap the benefits of an IoT based service strategy.

But the revolution isn’t really an IoT revolution, it is a data revolution.

Asset performance data and even component performance data can open the doors towards moving towards both a more preventative maintenance focused approach as well as empowering your service engineers to be able to find a first-time-fix on a more regular basis.

Asset performance data and even component performance data can open the doors towards moving towards both a more preventative maintenance focused approach as well as empowering your service engineersYet, for many service organisations, the sheer volume of data that a fleet of connected assets will produce will cause a series of problems and pain points in and of itself.

With companies facing unprecedented levels of data coming into their service operation not only from IoT connected assets but also various digital customer touch points whether that be via contact agents, self-service portals or even sentiment analysis of relevant social media, finding meaning and value within such a deep data lakes can be a daunting task.

In addition to this, there is the further question of retrofitting assets that a discussion on IoT necessarily brings with it.

For organisations with a large install base there are a number of considerations that must be given thought including:

• Which assets are worth retrofitting with IoT connected sensors?
• Is it worth waiting for some assets in the field to reach their natural obsolescence and then replace them with newer connected models?
• Should you prioritise retrofitting assets for those clients that are the most profitable or will having multiple levels of service contract be a hindrance to service delivery?
• What data is it important to track from retro-fitted assets? What is essential and what is merely nice to have?
• What processes will you need to develop or adjust in order to facilitate this data within the workflow of your service delivery teams?

Want to know more? The bad news is the full white paper is only available exclusively for fieldservicenews.com subscribers.

The good news is that if you are a field service practitioner then you may well qualify for a complimentary industry practitioner.

The even better news is we will send you a copy of this white paper when you apply as a welcome!

Click here to apply for your complimentary industry subscription to fieldservicenews.com and access the white paper now!

Note: Please do take the time to our T&Cs (available in plain English at fieldservicenews.com/subscribe) and note that this content is sponsored by eBECS

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Bill Pollock, President of Strategies for Growth explains why the future of the field service sector is going to be fully dependent on the emerging technologies that are driving ever greater connectivity...

Connected Field Service empowers Field Service Organizations (FSOs) with the ability to monitor equipment remotely, and transmit data into the business’ database in real-time.

The greatest manifestations of this increasingly pervasive technology may be best described in the following terms:

• Traditional Field Service Management (FSM) tools have long since taken their place in the everyday service operations of a large majority of FSOs
• Field technicians have been effectively repositioned as industry experts, equipped with data that helps improve productivity while delivering higher levels of customer service, and attaining enhanced levels of customer satisfaction
• Keeping up with the latest technology is an ongoing challenge for most FSOs – but one that is necessary to maintain their competitive position in an evolving competitive landscape
• Establishing a formal KPI program – with the flexibility to add new types of KPIs to address new ways of measuring connected field service performance – is becoming increasingly important.
• The more progressive companies have already begun to migrate toward newer, alternative business models, such as servitization or selling “power by the hour”.

As such, and by harnessing the power of the IoT combined with pervasive functionalities of a Cloud-based CRM platform, more and more FSOs have begun to shift away from the traditional “breakfix” repair model to a newer, “never-fail” service model. The combination of these new technologies with the adoption of alternative business models, are allowing companies to more effectively manage the entire business operations of the enterprise, rather than just its service operations – again, made possible through the advent and proliferation of connected field service.

Fast forward to today, we believe that the future of IoT-powered FSM solutions, particularly those built on a CRM platform, is quite bright.

Why? Because the value proposition is clear – and universal – across all segments and participants involved in the provider-customer services transaction:

• For services management – it provides a set of configurable tools, working in real time, that are necessary to make the critical decisions needed to run a successful services organization;
• For field service professionals – it provides immediate access to valuable data and information, and eliminates much of the cumbersome and repetitive paperwork required in the past;
• For the organization’s services customers – it provides the ability to initiate service requests and monitor call status directly via the Web (i.e., via a customer portal);
• For the parts/inventory organization – it sets the stage for controlled inventory and parts replenishment that helps keep costs down; and
• For the back office – it facilitates the streamlined flow of information between and among dispatch, finance, purchasing, parts/ inventory and all other relevant stakeholders within the organization.

The staggering amount of data that can be generated through a connected field service environment also brings to the table several new data-related capabilities for FSOs, including the ability to:

1. Collect whatever data that is needed to improve a process, or improve a product, based on its measured, monitored and tracked usage
2. Switch to a lower-cost predictive model vs. the more traditional – and more expensive – preventive maintenance model
3. Determine which services to offer to customers that the organization cannot offer today (e.g., a next-level guarantee against downtime, which can be turned into a premium service, etc.)
4. Sell, cross-sell and up-sell new services, packaged as competitive differentiators
5. Create a more effective KPI program that can measure, monitor and track both the still relevant traditional KPIs, as well as the “new” KPIs that are being created using connected field service

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Resource Type: eBook
Published by:  Trimble
Title: A Connected World: Field Service Insight Report

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Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

Click here to apply for your subscription now and we’ll send you this white paper to your inbox now instantly as a thank you for your time!

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Synopsis:

Having been amongst its earliest adopters, field service organisations are well aware of the role that connectivity has in their everyday operations.

By the nature of field service a wide range of elements come into play and the difference between what makes a great working day or a poor one, are all too often to do with how these components are connected.

Overview

The eBook focusses on four key areas in which the connected world is impacting field service delivery - Connected Operations, Connected Customers, Connected Workforce, and Connected Intelligence.

Connected Operations:

The success of a field service organisation hinges on getting all parts of the organisation – the back office, the mobile workforce, the fleet management and billing and finance – working together.

Field service technologies have a critical role to play in connecting the many elements involved in the operations across the organisation and the eBook explores how the connected operation could look, not in the future but today.

Connected Customers:

Customer service is widely recognised as being the number one business priority with a proven link between customer satisfaction, retention and profitability.

Aberdeen Group report that organisations that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent increase in service, 3.7 percent growth in overall revenue and an 89 percent level of customer retention

Connected Workforce:

Mobile technology isn’t just changing service; it’s changing the technician as well. No longer just someone who can install or make repairs, a field technician is also a knowledgeable and trusted advisor.

With so much information at their fingertips, technicians can do their jobs more efficiently, resulting in an enhanced customer experience Field service leaders report that implementing a mobile strategy provided an 18 percent increase in service visits per technician and a 40 percent increase in service revenue contribution per technician.

Connected Intelligence:

Field service organisations are characterised by complex workflows and interdependencies which call for a sophisticated approach to measuring the KPIs that go across all aspects of their operation.

Our research shows that nearly 30 percent of field service managers believe that their organisation is ineffective at using the data they collect and just 1 in 5 believes they get the information they need from field service data to help do their job.

This conflict is a major issue facing all too many field service organisations – there is a wealth of business intelligence available to them but making use of it is seen to be an overwhelming, almost impossible, task.

Processing the volume and speed at which ‘Big Data’ is gathered and turning it into useable information is a major challenge.

 

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Want to know more? Access to this resource is available to Field Service News subscribers only - but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription!

Click here to apply for your subscription now and we’ll send you this white paper to your inbox now instantly as a thank you for your time!

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Worldwide Business Research (WBR) held its Field Service 2017 conference at the end of April with over 450 service leaders from top manufacturing and service companies in attendance.

With so many service leaders in one place what better opportunity to find out what five key areas field service companies are focussing on? Michael Blumberg, was on hand to find out...

 

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1. Leveraging IoT to drive service efficiency:

There has been a lot of buzz lately in the media and among industry analysts about the value of IoT in improving the efficiency of field service operations. No wonder it was one of the key themes of Field Service 2017!

IoT offers several benefits to field service organisations (FSOs) including the ability to remotely monitor machine performance, make proactive adjustments to improve machine life, predict when a machine is about to fail and provide proactive service, and remotely diagnose problems when the do occur.

As a result, FSOs can gain better control over costs and resources. While IoT holds great promise, many conference participants have not fully implemented end to end IoT solutions. Field Service 2017 provided them with an opportunity to gain new perspectives from Field Service leaders who have already achieved these outcome.

 

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2.  Embracing digital transformation to create a “Uber” like service model:

Today, many Field Service leaders are asking themselves if their service businesses are ready for uberization?

This question stems from the growing trend of companies to offer services through an always on, always connected, always visible, and always available business model. Technologies such GPS, mobility, optimisation software and innovative approaches to sourcing labour (think - gig economy jobs, crowdsourcing, contingent labour) have helped to facilitate these models.

Given that these technologies and labour models are also available to FSOs combined with the fact that consumers have grown to expect an “uber”-like experiences in general, Field Service leaders believe it is only a matter of time before they need to implement similar business models.

 

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3. Creating and finding a new workforce:

A common challenge facing the field service industry, regardless of the technology supported, is the shortage of skilled field service engineers (FSEs).  Let’s face it, the younger generation does not view field service as a “sexy” profession.  Given other career paths, why would anyone want to fix broken products when they can be building the next “big-thing”. 

On the other hand, there are a ton of good people out there who can perform field service jobs.

The problem is they either prefer to work freelance and/or lack the appropriate level of training or experience.

Field Service 2017 provided attendees with the opportunity to learn how Crowd-sourcing applications and Freelance Management Systems can provide access to a broader labour pool, and how Augment Reality tools can help less experience FSEs overcome any knowledge gaps they possess.

 

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4. Optimising service parts management:

Managing service parts is the costliest aspect of field service management after managing labour.

Not only do customers expect their FSEs to arrive in a timely manner, they also expect them to resolve their issues right the first time. Having the right spare parts available at the right time is critical.

However, FSOs can’t afford to have too many parts sitting in many locations for too long as it causes a drain on profits. Optimization of spare parts, in other words, making sure you have just the right amount of parts at just the right number of locations is critical. Although this seems like an age-old problem facing FSOs, it is nice to see the topic on the agenda at Field Service 2017 since Field Service leaders need to continually refresh their knowledge of this subject.

 

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5. Nurturing an environment of customer first:

This topic is also a long-standing issue facing Field Service leaders. It has gained renewed attention as companies place greater and greater focus on improving the customer experience.

However, there are still a great deal of high-tech companies who remain focused on putting their products first, customers second, and service third.

Competitive trends, technological developments, and market requirements are continually forcing companies to rethink this paradigm.

If Field Service leaders are serious about creating at customer first environment and want their service organisations to play a more key role in this shift, they must be able to influence their management teams to invest in the strategies, tactics, and tools that make this transition possible.

Learning about best practices and similar experiences from peers at Field Service 2017 helps facilitate this outcome.

 

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Kris Oldland, talks to the ever effervescent Carsten Groth, Technology Solutions Professional with Microsoft Field Service, to discuss what field service will look like in the not so distant future...

There are some people who have a such a clear passion for what they do it is palpably infectious, you can literally see the effect they have on those around them.

I find such people are usually a joy to talk to and so when I caught up with Carsten Groth, a Technology Solution Professional working with Microsoft, for the first time in a year or so (at the industry conference Field Service Europe) it was a true joy to see that there was an almost childlike excitement in his eyes.

He had just given a presentation discussing how and what Microsoft are terming connected field service and it is clear that it is a topic that seems to truly capture Groth’s natural passion for technology and harness it into something resembling true exhilaration.

It’s what makes him such a great ambassador for his company and such an engaging speaker. However, with Microsoft’s own field service focussed offering rapidly evolving and spreading it’s technological wings he seems to have cranked the passion all the way up to 11.

“There are complicated processes that need to be rethought, it’s like working in a big think tank around where is field service heading in 2020?” Is his first response when I ask him what developments are being focussed on in Microsoft’s Field Service team.

However, Groth is quite right to be excited by the new IoT enabled world we will all soon be occupying.

We often talk about revolutions in business but truly have we truly seen a revolution in field service on a par with what the near future promises to deliver.

If we are honest our industry that hasn’t massively changed even with the rise of mobile computing. Yet, what we are now seeing is true evolution, field service 2.0.

Mobile just made field service better, faster, and more efficient. But what we are seeing now is a maelstrom of technologies coming together which will deliver genuine, industry defining transformation change. And that is a concept that Groth is fully on-board with.

 

“The way we see it and the way Microsoft has started to think of field service, is in terms of what are the new field service enablers,” he begins.

“To begin there are the classical elements, things like the dispatching and scheduling elements and then there are also some influential parts coming from the mobile side of that, turning the mobile experience into more task oriented, check list oriented and more efficient UI oriented functionalities.”

“But now we have augmented and virtual reality in the mix as well as cloud services and of course IoT and these are all enablers to all these field services as well.”

And it is these enablers that are changing every part of both service providers and their customers thinking around field service. Although the introduction of new technologies, which lead to new processes, will also bring with them new challenges as well.

“When you think about an on-site service for a washing machine, in the past it may have taken 60 minutes and as a customer I would be billed for 60 minutes worth of work,” Groth explains.

“But now I see that the field service engineer has far more capabilities enabled by technology so am I still willing to be charged for 60 minutes when he is now doing the same job within 15 in minutes. Obviously I am not”

“If I then see a field service engineer struggling with that same task which I have just looked up online, a task I now know should take less than 15 minutes. Am I going to think it is fair for his company to be charging me an hours work when he should only be spending a quarter of an hour working?”

“By having all these influential cards we see that the customer has more influence and more impact than they have ever had in the past,” Groth adds.

It is a very valid point and it is absolutely vital that field service organisations understand that whilst technology will undoubtedly revolutionise our industry for the better in the coming years, it will also create new challenges that we must be prepared to face.

So how does this not so distant future look to Groth and his colleagues at Microsoft?

“We are driving forward from the term connected field service because we are talking about connected things that have an influence on field service. We are talking about IoT but not only that - also for example, sentiments coming from omni-channels.”

“For example, in my generation if I got stuck in an elevator then the first thing I would do would be to push the assistance button. But the generation following mine may be more inclined to pull out their phone and tell the world they are stuck in an elevator made by x,y or z. They’ll probably do this even before they think of pressing the emergency button to get rescued!”

“OK, so it may be a somewhat extreme example but it is also a perfect example of negative sentiment that we can also assimilate and utilise as a tool to improve service delivery,” Groth adds.

 

Of course this type of thinking wouldn’t be at all possible without Cloud computing and the all encompassing, pervasive connectivity that it can deliver. Is this why we suddenly see Microsoft, Salesforce, Oracle, stepping heavily into the field service sector, once more? Is the future a world of integrated platforms with FSM systems being an integral part of a much wider operational ecosystem?

“I do think we’ll see a movement where we will see the niche players who are offering very specialised FSM software, who are focussed on specific productivity sets, having to step out of their niche,” Groth replies.

“I think they will need to move towards a broader set of thinking as they will only be able to enable the use case scenario if they take into account more things. It’s a bit like building a house.”

“If you’re designing a house as an architect you need to be way more efficient than just designing the shell of the house. You need to have all these different parameters around how are we building the house.”

“I think this is where we see the movement inside field service. It’s not only about thinking ‘I want to enable my field service engineer to do things more efficiently and more productively’. We now must think ‘I want to enable all the kind of things for on-site service as well as customer satisfaction.’”

Of course, it is impossible to discuss the future of the field service sector without touching upon the topic of servitization.

 

Does Groth see the current focus on servitization as being driven by the technology available or is the opposite true - and it is in fact a desire to servitize our businesses that is leading us to seek out technology solutions more aggressively?

“The shift to servitization is one driver for technology but I think there are a lot of other influential parts enabled by technology. It is also based in part on a generational thing. The younger generation playing around with all sorts of technologies and asking why they can’t use these in their day to day business?”

“For instance, we’ve had customers requesting to use WhatsApp for their chat mechanism for field service. We asked why do you specifically want to use WhatsApp? We do offer a solution that offers the same capabilities but it was a generational step up with this product line. They knew how to use it and were familiar with it, they didn’t need training and could just get on with it.”

Regardless of the drivers which as Groth points out are in fact numerous, the fact is that technology is playing an ever increasing role in field service management, and now more than ever before it is beginning to shape how we work and importantly also how we interact with our customers.

“As I said, there is this enablement where we get more knowledge on the side of the customer,’ he reflects.

“We need to think how does connected field service, how do vendors like Microsoft, help our customers empower their own customers.”

“This is actually what Microsoft does with our entire partner ecosystem. It’s the way we are thinking. How do we empower users, not businesses to do more and be more productive.”

“We are thinking how do we step out of the box of FSM only and we need to think about IoT from the consumer side and business side. Changing the way companies think about doing business with field service operational software.”

 

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