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

Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Clay Barker, Director of Service and Support, Revolution Retail Systems about their use of Augmented Reality within their field service operations.

During the discussion, Barker outlines how the tool has driven multiple benefits across their field service operation including improving customer satisfaction and increasing first-time fix rates as well as outlining how they achieved an effective roll-out which achieved excellent adoption rates in just three months of implementation.

In this excerpt from that conversation Barker explains how Revolution Retail Systems have incorporated Augmented Reality tool, Help Lightning into their contact centre triage workflow.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full length interview plus many, many more in the Field Service New Digital Symposium.  If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below. 

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more. 

 

For further information on this topic read the latest exclusive Field Service News white paper that features additional insights on Augmented Reality

Subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.

If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration 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 soon 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 Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.

In this new article by Aquant, we look at a step-by-step approach that all service leaders should consider to ensure a smooth tech deployment.

Artificial intelligence is a growing force in the service space, but without proper pre-project planning, problems are bound to arise. To ensure a smooth deployment, team leaders should rely on a step-by-step approach to bring the final product over the finish line.

Enter the mighty checklist, whose power to manage expectations, help stakeholders remain consistent, and guide a project to completion knows no bounds. In our recent Service Leaders Spring Break sessions, we identified four essential steps that all service leaders should consider when implementing AI tools within their organizations.

let's put together the plan

1. Define the problem. Hone in on the larger business problem, then tie your service challenges to those broader business initiatives. Begin by diagnosing what the problem actually is — that means trying to solve for the root cause instead of putting bandaids on symptoms. Next, show the C-suite that your proposed service deployment will address those big issues. For example, if increasing customer satisfaction is a top initiative, be clear how technology that increases first time fix, or helps spread technician knowledge will result in boosting those customer service goals. Lastly, break those big goals down into tangible wins that will resonate across departments. For example, IT wins with cleaner data, and managers can rejoice at trackable KPIs.  
2. Create a stakeholder map: Stakeholders, assemble! From executives to end users, it’s important to determine who has an interest in the outcome, as well as influence over the overall project. A successful team contains a healthy mix of partners with the power to set and modify requirements, as well as others who will be directly impacted by the project's outcome. Once you assemble your dream team, you can determine what they need to succeed and start guiding the project to be as successful as possible. Throughout the duration of the implementation, your stakeholders will give you quick feedback and deeper insights — both necessary for a successful end result. Don’t forget to get back to basics by assigning tasks, due dates, and keeping everyone (equally) informed with regular check-ins. In short, don’t let any one group feel left out.
3. Perform a data reality check: There’s no such thing as good or bad data — only existing data and what you make of it. In most companies, IT and business departments will need to work in tandem: the first gathers the data, and the latter interprets it. For a successful implementation, both parties need to have an understanding of what data exists, and how they’d like to use it to achieve results. The AI vendor can further analyze and interpret. One last note here, don’t worry that your data is too messy or that your company doesn’t have enough data. The starting point should be simply assessing what’s available.
4. Agree on realistic project expectations: We’ve heard the horror stories when it comes to AI implementations — complexities, escalating timescales, and spiraling costs can run rampant. For these reasons and more, companies tend to label large-scale implementations as confusing and risky. However, keep in mind that artificial intelligence is a “living” tool — one whose capabilities expand and contract as it absorbs more data. You should not expect your AI to work at 100% efficacy right out the gate, but rather, remember that its accuracy will increase as it learns how to utilize your organization’s data. That means that project expectations should start small and grow in relation to the project. Don’t forget, implementation is the first step, then comes full user adoption, and that’s when results will really take off.

Once you hit these pre-project milestones, it will be easier to move forward gaining approvals and rolling out the projects.

need some inspiration?

We built the checklist so you don’t have to.

To accelerate your project, Aquant created The Ultimate Guide to Tech Deployments, a comprehensive list designed to help you fully define the benefits of AI and leverage its power within your organization. We know it can be overwhelming to consider the many puzzle pieces, so you can use our checklist to take your deployment to the next level, or simply use it as a guide.

Further Reading:

• Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Watch the Aquant Service Leaders Spring Break sessions @ view.aquant.io/servicespringbreak/
• Download Aquant's Ultimate Guide to Tech Deployments @ www2.aquant.io/ai-deployment-checklist
• Learn more about Aquant @ www.aquant.io
• Follow Aquant on Twitter @ twitter.com/Aquant_io

Kris Oldland, Editor-in-Chief, Field Service News welcomes Gary York, CEO and Evans Manolis, Senior Consultant Help Lightning as the group discuss the practical considerations of implementing Augmented Reality in Field Service.

The discussion looks at whether Augmented Reality (AR) is set to become a key part of the field service toolkit, how the shift to remote services will change the role of the field service engineer, the importance of effortless when it comes to new technology, how AR can improve multiple facets of field service operations and how it can be implemented effectively within just a matter of months.

Here the group discuss how remote assistance has evolved in terms of approach and the technologies involved and look at the role it is now set to play in the future of field service.

Want to know more?

FSN Premium subscribers and FSN Elite members can access the full length interview plus many, many more in the Field Service New Digital Symposium.  If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below. 

If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more. 

 

For further information on this topic read the latest exclusive Field Service News white paper that features additional insights on Augmented Reality

Subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.

If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration 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 soon 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 Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.

In the third and final excerpt from a recent white paper published by Aquant, we look at four solutions for effectively building the new service workforce...

---

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.

---

A little understanding of generational differences goes a long way in building the tech-savvy, customer-centric, and skilled (multigenerational) workforce you need.

The most talented young service workers won’t magically appear at your door simply because post a job online — you need to attract them with the right mix of tools and approaches, empower them with the technology they expect, and enable their learning and professional developmen

Leverage the Latest Technologies Across the Entire Organization

From the initial hiring processes to the provision of everyday work tools, outdated technology is a big turnoff for digital natives like Gen Z and Millennials. If they sense that your technology is stuck in 1999, they’ll take a different job. A 2019 Yello survey found that Gen Z has a baseline expectation that employers use up-to-date technology for the application process and that their platforms be mobile-friendly. A quarter (26%) of Gen Z candidates say that a lack of technology during the hiring process alone would prevent them from accepting a job with the company, so tech matters from the very start of the relationship. Set the right expectations early (and always).

When it comes to using technology for work, Millennials and Gen Z want to use (and master) the latest and greatest digital tools to help them do their jobs more effectively. In a recent webinar with Rodger Smelcer of United Service Technologies, he explained how he’s got one of the youngest service teams in the industry, and how UST’s up-to-date technology is key to keeping younger employees engaged and productive.

Smelcer details how younger service engineers utilize everything from mobile apps and social media to AI tools to capture findings and share new fixes or hacks with the entire UST team. He also notes that junior staff are energized to use the latest technology that empowers them to crush daily service metrics and foster long-term career advancement.

Enable Collaboration

Tech-savvy Gen Z workers and Millennials have grown up accustomed to collaborating in real-time in every aspect of their daily life and they bring those same preferences to the workplace. While it’s generally assumed that the youngest members of the workforce rely exclusively on digital tools, Gen Z, and to a lesser extent, Millennials, actually prefer to have a full menu of collaboration options, showing a desire for face-to-face interactions as one option (among many) to stay connected at work. And younger workers also want continuous, face-to-face feedback about their contributions at work.

It isn’t either technology or face-to-face, but preferably all-of-the-above.

What does that mean at a time of social distancing for an industry where field engineers have traditionally worked solo on job sites? Remote collaboration tools have never been more relevant than today to ensure the safety of service employees and their customers. These remote tools enable the workforce to feel (and literally be) connected and access the most accurate information and advice from across the entire organization. The benefit? The ability to resolve service issues with little or no in-person contact with customers.

Especially at a time of remote work and remote service, building collaboration into daily workflows and adopting technology to foster a collective knowledge base is essential for ensuring (contactless) service quality and extending a sense of camaraderie in service teams.

Support Continuous Learning

Professional development is among the top priorities for Millennials and Gen Z. When asked why they were dissatisfied with a job or planned to quit a position after less than two years, lack of training and professional development ranked third for both younger generations, just behind pay and a lack of advancement, according to research by Deloitte.

Both groups express eagerness for on-the-job mentoring along with digital tools that let them learn-as-they-go and share their findings with colleagues. Meeting the expectations of this young, motivated workforce is key to adapting to ongoing demographic shifts and a business climate of rapid digital transformation. When your younger workers learn via digital tools, not only do they stay engaged with your organization, but they also drive better service outcomes for your customers (who also expect tech-savvy solutions, by the way.

Set Your Business Up for Post-Covid Success

COVID-19 has served to accelerate digital transformation, for both business organizations and the customers they serve. Customers, in general, turned to more digital solutions, from online grocery shopping to Zoom meetings to streaming entertainment. Businesses were forced to keep pace and “up” their digital game

Those service organizations that had invested in digital transformation prior to the pandemic or have accelerated digital investments during the pandemic have generally outperformed organizations that have been slower to deploy digital-first approaches. In the service industry, for example, remote service provision has become a key success factor at a time of public health concerns and social distancing. Moreover, maintenance of equipment is increasingly becoming predictive and proactive, as sensors transmit continuous streams of real-time performance data that enables service and maintenance teams to intervene even before equipment breaks down

Digital tools that support faster, predictive, or remote service are now even more critical drivers of customer experience. The technology also helps reduce time on site, which is helpful in terms of public health. Whatever the future brings, digital tools can help ensure the continuity of your service operation and enable you to scale service provision.

WHAT'S NEXT

Now’s the time to act before small problems become insurmountable.

Digital tools, like intuitive AI solutions, can help your service team leverage and share service knowledge, which is the key to improving service outcomes — including improving KPIs and enhancing the customer experience. Those same tools will help attract and engage younger service talent by helping them feel both comfortable and more empowered.

Equally important, leveraging digital technology can help you future-proof your service organization in times of crisis, such as during COVID-19.

The service organizations that coped best with social distancing had already invested in digital transformation, which helped them adapt faster to “the new normal.”

Whether it’s a public health crisis or a demographic/workforce shift, you’ll need to remain agile: digital tools offer the best way forward regardless of the challenge.

Your new recruits (and customers) will thank you!

---

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.

---

 

Further Reading:

• Read more about Aquant on Field Service News @ www.fieldservicenews.com/aquant
• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Leadership & Strategy @ www.fieldservicenews.com//leadership-and-strategy
• Learn more about Aquant @ www.aquant.io
• Follow Aquant on Twitter @ twitter.com/Aquant_io

 

Mize, provider of the Connected Customer Experience Platform and Service Lifecycle Management software, announced that Mize would sponsor and present at the Field Service Medical Virtual Event by WBR, a Conference for Leaders of Customer Success, Service & Support in the medical device industry May 4-5, 2021.

Sponsored by Mize, the Field Service Medical Virtual Event will feature presentations and panel discussions with industry leaders from across the medical device industry. They will share details on their 2021 strategies through conversations designed to provide attendees with best practices and lessons learned.

mize shares insights from a real-world journey to transform and unify access to service information

Michele Merritt, professional services consultant manager at Philips Healthcare, a leading health technology company, and Josh Russell, director of product management at Mize, will co-present a keynote on the journey to transform and unify access to service information globally. The keynote highlights how Philips Healthcare transformed its service documentation process to reduce costs, improve performance, and create a better user experience using the Mize Service Knowledge Management solution. The keynote is May 5 at 3:15 p.m. ET.

"With Mize Service Knowledge Management solution for field service engineers, global medical device manufacturers can simplify the access to all service and parts information," said Russell. "Mize knowledge delivery platform provides secure access to all content types globally to improve technician productivity and reduce costs while improving the product uptime for healthcare organizations."

At the conference, Mize will showcase industry-leading service lifecycle management solutions, including field service management, service parts management, and warranty and contract management. Mize service solutions are used by global manufacturers such as Electrolux, AGCO, and Kohler Power Systems to streamline service interactions with their channel partners, service technicians, and end customers.

"Field service engineers play a vital role in keeping the critical medical devices performing as expected with minimal downtime. Having access to service knowledge and parts information at any time anywhere globally on any device online or offline helps these field service professionals to deliver accurate and timely service," said Ashok Kartham, Founder & CEO of Mize. "Mize scalable CX platform and field service management solution enables global manufacturers and tens of thousands of their service technicians to have global access to optimize the service delivery and maximize product uptime."

Register for the free event on the Field Service Medical Virtual Event page.

Further Reading:

• Read more about Parts, Pricing & Logistics @ www.fieldservicenews.com/digital-transformatio
• Register for the Field Service Medical Virtual Event @ Field Service Medical Virtual Event
• Find out more about Mize @ www.m-ize.com
• Learn more about Mize on Field Service News @ www.fieldservicenews.com/blog/all-about-mize
• Read more on Mize's blog @ www.m-ize.com/blog
• Follow Mize on Twitter @ twitter.com/mizecom

In the first in a series of excerpts from an exclusive Field Service News white paper published in partnership with Help Lightning, that is exploring the practical questions surrounding Augmented Reality in field service operations we ask whether field service is now ready to embrace a world of AR assisted service delivery? 

 

If you would like to read this exclusive paper right away Field Service News 

subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.

If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration 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 soon 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 Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.

---

 

The idea of remote assistance has been around for a long time. However, the idea of ‘dialling-in’ expertise directly when and where it is needed to provide a blend of hands-on practicality with off-site knowledge is a newer concept, and the ability to do that in an effective manner leveraging Augmented Reality (AR) tools is an approach that still remains on the future road map for many organizations.

If we look back at how remote service could be delivered a decade ago, the conversation was largely embryonic and focused on the potential use of video in remote service delivery. Indeed, even just five years ago, video-based collaboration was still a toolset that was relatively immature. while AR tools designed for field service operations were very much in their earliest iterations. Pioneering solution providers such as Help Lightning were certainly drawing attention at industry-focused conferences, but the technology remained an innovative niche and a glimpse of the future.

Fast forward to 2019, and the number of AR providers in the field had increased significantly, which has driven further innovation and lower price points.

Yet, it was in 2020 that we saw the critical catalyst for adoption in the unexpected shape of the COVID19 pandemic. Across a year, we saw remote service, in general, go from a fringe approach to service delivery primarily leveraged by best-in-class service providers to a fundamental pillar of service operations. Now, as we begin to see the dust settling from such global disruption and we begin to piece together what the new normal of our industry looks like, AR is primed to take its much-anticpated place as table stakes in standard service and maintenance offerings.

As Gary York, CEO, Help Lightning, commented when speaking on the Field Service News Digital Symposium, “the idea has been there for a long time, however, the implementation, and the adoption was slow.”

One reason for this reluctance in terms of adoption, was in many ways, not because the tools weren’t available for field service companies to utilize. Indeed, the tools were increasingly available. However, field service companies were accustomed to sending out technicians to resolve issues in the way they always had done. In many ways, it was the level of innovation that AR promised that held its adoption back.  In a mission-critical environment such as field service operations, radical change is not always easy, nor does it come quickly.

While technological revolutions such as mobile and cloud allowed field service organizations to continue working in the same essential model, the adoption of AR opens up the potential of genuinely redefining our fundamental approach to field service. It could also offer the solution to several perennial challenges the field service sector at large faces, including increasing first-time fix and technician utilization rates and being the key to mitigating the impact of a looming ageing workforce crisis.

"We’ve had a customer who when the pandemic hit couldn’t send their technicians into their customers’ homes. Within a week they brought Help Lightning on board and trained over 3000 field technicians and started providing their services virtually, almost overnight..."

It should also be noted that while the progression from audio-only, to video calls to AR may on the surface seem like a linear progression, the truth is that while video collaboration seems very much like an intermediary step on the journey to effective remote service delivery, it was merely an initial tentative first step forward on this path. AR however, is a giant leap into an entirely new way of working. 

As York explains, “the Augmented Reality capabilities that we have today, this model of virtual presence where the expert is virtually present within the space allows for true interaction. The technology makes it more natural for an expert to be there, as if they’re standing next to you helping you solve your problems.”

In essence, this is at the heart of why this new iteration of remote service is such a significant evolution. Such interaction is one of the most critical aspects as the models and mechanisms for interaction have gotten so much better with the virtual presence capabilities offered by tools such as Help Lightning.  Alongside this, additional tools within modern AR solutions around illustration and collaboration over documents, photos, and live video stream mean that issue resolution is increased significantly.

Of course, it is essential also to have a robust technology infrastructure in our increasingly digital world. This is one of the key reasons why the increased focus on AR providers designing tools specifically dedicated to the field service sector is critical.

Such AR solutions are designed with an understanding of the demands of field service and are tools which are fine-tuned to support the service organizations. The realization of all of these factors has led to substantial changes in how field service companies have been able to deliver their services remotely.

Within ten years, AR has evolved from being seen as an experiment with exciting potential to now being a commercially viable solution, production-ready, field-tested and ready to quickly roll out globally – as was demonstrated often in the last twelve months as companies were forced to embrace innovation in the face of adversity.

As York outlines, “We’ve had a customer who when the pandemic hit couldn’t send their technicians into their customers’ homes. Within a week they brought Help Lightning on board and trained over 3000 field technicians and started providing their services virtually, almost overnight. These tools are easy to ramp up easy to roll out and can be valuable in your first week.”

So AR, the long-awaited key technology in the field-service toolkit of the future, is here. In the following sections, we will lift the lid and look under the bonnet to see how it is being used today.

 

If you would like to read this exclusive paper right away Field Service News subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.

If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration 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 soon 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 Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.

---

 

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

The field service sector took a massive step towards the widespread adoption of remote services in 2020. This was, of course, primarily driven by necessity as we adapted and overcame the challenges of global lockdowns. Indeed, at the end of 2020, Field Service News Research revealed that over three quarters of field service companies could now offer some form of remote service.

However, further studies from Field Service News Research also outlined that while the concept of delivering remote service had become commonplace since the pandemic, the tools being used to do so were varied. Less than a fifth of companies2 were employing more sophisticated tools such as Augmented Reality (AR) for remote service delivery.

As we explored in a previous Field Service News white paper, this rapid acceptance of remote service as a valid mechanism for service delivery, combined with the current relatively low adoption of sophisticated tools has created a clear window of opportunity to gain a competitive advantage within their field for those companies who can embrace these tools which can not only yield significant operational benefits but also drive major customer satisfaction improvements as well.

Having explored much of the theory and strategy across a series of White Papers and Research Studies (FSN Premium and Elite subscribers can access all these and more here) across the last six months in this brand new paper, we are shifting our focus from the theoretical to the practical.

Across the following weeks will be publishing a series of excerpts from this exclusive new paper where we shall be be exploring how field service companies are leveraging AR within field service environments today.

The purpose of this series is to distil some of the essential learnings from those who have direct experience of AR in field service to help identify the drivers, best practices and use cases of deploying AR solutions in a field service operation.

To achieve this, we have conducted detailed interviews with one of the pioneers and a true industry leader in this field, Help Lightning, as well as hearing directly from Revolution Retail Systems, a company that has not only adopted the technology but has been able to do so effectively, efficiently and in just a matter of months. 

We will be exploring how they have seen huge benefits to both their productivity and also customer satisfaction levels and learning directly from their experience in this area.

As part of our research for this paper, we conducted detailed interviews with Gary York, CEO and Evans Manolis, Senior Consultant of Help Lightning, to understand the technology’s evolution. Separately we also interviewed Clay Barker, Director, Service and Support, Revolution Retail Systems.

If you are an FSN Premium or Elite member, you can see these interviews in full at www.fieldservicenes.com/symposium.

For those on our free-forever FSN Standard subscription tier; you will also find excerpts of these interviews on our free-to-air content, so be sure to check out www.fieldservicenews.com to look for these.

 

If you would like to read this exclusive paper right away Field Service News 

subscribers across all our subscription tiers can currently access this paper instantly by hitting the button below.

If you are yet to subscribe you can join our free-forever subscription tier FSN Standard by hitting the button to access a dedicated registration 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 soon 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 Help Lightning who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of our privacy policy available here which is in line with GDPR regulations and is an ongoing condition of subscription.

---