Field Service News | Digital Transformation (14)

H-ON Consulting Integrates OverIT's SPACE1 Into Its Remote Inspection Tool DIV-CO Collaboration System

Jul 20, 2021 • News • Artificial intelligence • Augmented Reality • Digital Transformation • OverIT • EMEA

Leading global provider of consulting, compliance checks and engineering support for the security, reliability and cyber security of industrial products, H-ON Consulting relies on OverIT's SPACE1 to provide users with an advanced, immersive and...

The company's remote collaboration system called DIV-CO Collaboration System, for the technical management at customers' facilities, required integration with a component to be dedicated to certification processes and product compliance inspections of industrial manufacturing end customers remotely, with significant benefits for more agile and efficient procedures.

H-ON Consulting choose OverIT's SPACE1 Augmented Collaboration, a high-tech product combing Augmented Reality and Artificial Intelligence. SPACE1 offers advanced collaboration features for connecting H-ON Consulting's expert technicians with their clients, conducting inspections, tests, certification processes and compliance checks on industrial machinery entirely from remote, relying on real-time sharing of audio/video streaming, product checklists, 3D models, multimedia files and AR notes.

The integration of SPACE1, has resulted into major benefits for H-ON Consulting, such as a 20% increase in the efficiency of its operational staff, improved safety in the execution of product certification operations and significant time and cost savings, thanks to a 30% reduction in travel and the consequent downtime for the execution of large projects.

"In choosing OverIT, we were certain that the solutions provided would exceed our expectations," says Francesco Rosati, Marketing Director at H-ON Consulting. "In addition to the most apparent advantages, such as those related to cost and time reduction, the integration of SPACE1 has allowed us to access advanced post-intervention reporting features and to improve the organization of works both internally and for our customers, enabling us to collaborate remotely even in noisy environments with poor connectivity."

H-ON Consulting is an international provider of consulting and engineering services for the safety and reliability of industrial products. They provide engineering consulting for product safety and technical support for product certification.

Backed by US Capital with development Headquarters in Italy and main US offices in Chicago and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. With more than 500 professionals, OverIT supports over 300 customers and more than 150,000 Field Service Users. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries.

Are Service-Centric Companies Placing Too Much Emphasis on Placement?

Jul 20, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • EMEA

Kris Oldland, Editor-in-Chief, Field Service News is joined by Mark Belenky, CEO Software Outsourcing Solutions and a specialist in workforce management solutions to work through some of the key findings of an exclusive Field Service News Research...

Digitalise job management to Help Your Business Grow

Jul 19, 2021 • News • Artificial intelligence • Digital Transformation • IoT • EMEA

In this article we look at how the adoption of new digital technologies can help your business grow with simPRO, leading field service management solution for service, maintenance and project contractors.

Businesses in the building services sector are increasing efficiency and growing their business faster, by trading outdated manual processes for new digital technologies.

At the top of the list? Cloud-based job management software that streamlines project, service, and maintenance workflows in one end-to-end solution.

Harnessing this technology and its mobile features lets you access the most accurate and up-to-date information pertaining to project progress, billing and invoicing, scheduling and dispatch, inventory and more, all from one central location. This eliminates wasted time spent linking essential data from disparate sources, gives full visibility into your numbers, and streamlines communication from the office to the field. So how does digitising your operations help your business grow? Here are the top benefits of cloud-based job management software.

1. Streamilined Team Management

With all information accessible in the cloud, teams are able to view real-time awareness of job progress and location of field staff, in turn, enhancing job scheduling capabilities. You can make scheduling changes as they happen, closing gaps and keeping your team productive.

2. Improved Productivity

Field staff can access job information, site history and even request inventory without returning to the office. Any updates from the field sync in real-time via a mobile app. By giving your team the information they need, when they need it, you reduce travel time, increase productivity and expand capacity to find new revenue streams or take on new jobs.

3. Clear and Effective Communication

Communication between office and field should not end once a job has been dispatched. It should be ongoing and instant, enabling efficient processes and a seamless experience for the customer. Cloud-based job management software streamlines all communications in one easy-to-access portal.

4. Optimised Business Management

Investing in software to digitise your business leads to reduced overheads through automated workflows, centralised data and integrations with third-party applications. In the office, replacing manual, time consuming tasks such as data entry with automated workflows frees up resources to focus on value adding activities and minimises error.

5. Clearly Identify Where You Are Making and Losing Money

Capture all of your data from each job, in one centralised location, accessible from anywhere. You can also clearly identify where you are making and losing money through job costing and profitability reporting, and use collected data to optimise workflows, analyse the profitability of customers and inform hiring decisions.

Learn more about how simPRO can help grow your business at simprogroup.com.

Contact:

T: 0800 622 6376

W: simprogroup.com

Overwhelmingly Staff Utilization is the Biggest Issue in Workforce Management

Jul 16, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • Managing the Mobile Workforce • EMEA

In the Post-Pandemic World, Customer-Centric Service Is Critical

Jul 15, 2021 • Features • Digital Transformation • Aquant • Covid-19 • customer experience

In the first article of a series of excerpts from a recent white paper published by Aquant, we look at the importance of providing exceptional customer experience in the post-pandemic world.

This feature is just one short excerpt from a white paper published by Aquant

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 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 Aquant 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.

The acceleration of digital technologies in every sector from grocery delivery to banking created customer expectations that are higher than ever. And there’s every indication that it will remain this way.

Customers want effortless service interactions. To win hearts and wallets, you have to provide interactions that go beyond “good.” Every interaction should feel personalized while also aiming to wow. For service organizations, the expectation is that you’ve joined all the dots before a service ticket is placed.

For many organizations who are already in the midst of transformation projects, the question is how to pivot technology adoption and service delivery to achieve those goals. For some, Net Promoter Score (NPS) has been the best way to do that. They monitor loyalty and metrics and give companies intel on how users feel about services — but in the current landscape, where time is money, there are a few drawbacks. Often, the feedback is too ambiguous, arrives too late, and lacks full context, rendering companies powerless to change outcomes.

NPS can’t tell you why a customer left a particular rating, doesn’t explain why clients are loyal, and doesn’t provide guidance on how to improve your services. When measured alone, NPS leaves a lot of room for interpretation and little for prevention.

Additionally, NPS won’t help service leaders innovate, nor can it help teams achieve opposing business goals. There is a need to improve customer experiences, but it’s likely you’ve also been tasked with hitting other goals including cost savings and service efficiencies.

A better way to deliver exceptional experiences, manage relationships, and work towards larger company goals is to use preexisting service data as a guide. Innovative organizations are looking at artificial intelligence’s (AI) capabilities to surface critical data and bring insights and knowledge to the forefront. Organizations are realizing that it can take twice as much effort to repair a broken customer relationship than maintain a healthy one. To start predicting customer issues before client relationships sour, use data to contextualize your current offerings and relationships.

Strenghten Relationship by Defining Them

Modern technology is convenient: clients can research and decide to go with another manufacturer or provider at any given point. Therefore, you need to do everything in your power to earn and keep your customers’ loyalty. A good way to start is by making sure that you are differentiating your products and services.

Yet isolated answers can’t provide the big picture, even with the help of KPI data. It can still be a challenge to see the underlying health of your organization or customer relationships.

Seemingly-healthy dashboards may be one issue away from bubbling over, making it more crucial than ever to adopt the right tools to unearth and manage your metrics.

Consider the Following:

If you were the customer, why would you choose your company’s product or service?
Do your goals align with your clients’?
How are you ensuring that you’re meeting customer expectations?
Are you measuring your clients’ loyalty beyond NPS?
Are you at risk of losing any customers?
If your largest client decided to choose another product or service, how would this impact your business?

This feature is just one short excerpt from a white paper published by Aquant.

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 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.

Proact Named One of the Best Managed Services IT Organisations in the Netherlands

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!”

What Types of Solutions are Being Used in Workforce Management amongst Service-Centric Companies?

Jul 13, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • EMEA

Service Insights, Aquant’s New AI Tool, is the Missing Link in Exceptional Customer Experiences

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.

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

Service_Insights_Dashboard

“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.

Digitalisation and Rethinking Field Service Delivery

Jul 02, 2021 • Features • Digital Transformation • The View from Academia • Servitization and Advanced Services • EMEA • University of Liverpool • Chris Raddats

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Dr Chris Raddats of the University of Liverpool a seasoned expert with experience from both the industry and academic sides of the aisle...

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ARCHIVE FOR THE ‘digital-transformation’ CATEGORY

Further Reading:

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1. Streamilined Team Management

2. Improved Productivity

3. Clear and Effective Communication

4. Optimised Business Management

5. Clearly Identify Where You Are Making and Losing Money

Further Reading:

Want to know more?

Further Reading:

This feature is just one short excerpt from a white paper published by Aquant

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a white paper published by Aquant.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

THE IT SERVICES PROVIDER SCORES HIGHEST ALSO IN THE TRANSPARENCY CATEGORY FOR ITS WORK WITH CUSTOMERS

Further Reading:

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Further Reading:

Service Insights Curates and Analyzes Disparate Data and Provides Actionable Recommendations

Service Insights is Not a BI Tool. It’s an Entire Data Science Team at Your Fingertips

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