Omdia’s first research into service providers’ ESG initiatives finds that green energy was accountable for the highest number of individual measures over the research period, equivalent to 25.3% of the total, followed by digital inclusion (16.7%)...
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Jan 18, 2021 • News • Carbon Emissions • Sustainability • Service Innovation and Design • EMEA • Telcos
Omdia’s first research into service providers’ ESG initiatives finds that green energy was accountable for the highest number of individual measures over the research period, equivalent to 25.3% of the total, followed by digital inclusion (16.7%) and social welfare (16.7%).
Omdia’s “ESG Service Provider Index”, which provides a view on telecoms operating groups and sector ESG initiatives announced from 2019 to November 2020, covers 192 announcements from the largest 15 service providers by revenues.
THE NUMBER OF COMPANIES PLEDGING TO A DATE BY WHICH THEY WILL REDUCE THEIR CARBON EMISSIONS TO NET ZERO IS INCREASING
The research reveals that all fifteen service providers announced at least one green energy initiative, while 73.3% announced at least one measure in social welfare, and 60% announced measures to improve the recycling capabilities of their operations.
However, diversity and digital ethics are two ESG areas that saw less activity over the research period, with 53.3% of operators announcing no diversity measures, and 73.3% making no announcements around digital ethics.
Governance-focused environmental ESG initiatives such as green bonds enable companies to fund plans to reduce their carbon footprint and source energy from renewable sources. While Vodafone, Orange, Verizon and Telefonica each launched green bonds over the research period, Omdia expects the relatively low levels of industry-wide activity in this area will grow over the coming years as telcos look finance their network modernization plans and other ESG initiatives.
Among the fifteen companies covered in the tracker, Vodafone, BT, Orange, Deutsche Telekom, Telefonica, Verizon, Comcast, and KDDI pledged a date by which they will reduce their carbon emissions to net zero, a major milestone an increasing number of companies are planning for.
Paul Lambert, Principal Analyst at Omdia, commented: “In formulating ESG strategies, service providers have followed a broad range of measures to improve their near-term ethical standing, and, over the mid and long term, reduce their impact on both the environment and their costs by using sustainable energy.
“Service providers covered in the research have also been active in putting in place inclusion, social welfare, and digital initiatives in ways that enable them to apply their strengths and capabilities in new ways to bring tangible benefits to diverse communities. Looking forwards, an industry that thrives from connecting people can be expected to accelerate its efforts to forge better connections between us, our society and the environment.”
Further Reading:
- Read more about Service Innovation and Design @ https://www.fieldservicenews.com/service-innovation-and-design
- Read the ESG Service Provider Index @ omdia.tech.informa.com/ESG-Service-Provider-Index
- Read more about Sustainability on Field Service News @ www.fieldservicenews.com/sustainability
- Find out more more about Omdia @ omdia.tech.informa.com
- Follow Omdia on Twitter @ twitter.com/Omdiahq
Jan 14, 2021 • News • Cyber Security • drones • IBM • Parts Pricing and Logistics • EMEA • drone major group
The logistics industry, currently one of the greatest winners in the 2020 pandemic world, is under enormous threat going into 2021 as one of the UK’s prime business sectors is targeted by sophisticated cyber-destructors and intellectual property...
The logistics industry, currently one of the greatest winners in the 2020 pandemic world, is under enormous threat going into 2021 as one of the UK’s prime business sectors is targeted by sophisticated cyber-destructors and intellectual property thieves.
“The logistics sector is at a major crossroad... and the real winners and losers will more accurately be defined in the next couple of years” said Robert Garbett, Founder of Drone Major Group, and one of the world’s leading advisors on the advanced capabilities of unmanned systems (drones).
“This year’s lockdowns and now the Christmas rush of pent-up demand have provided virtually all logistics companies with a rapid accelerator for growth, and most have fared extremely well. But in 2021 and beyond, there will be a massive division between those in the logistics sector who have recognised the need to embrace fast evolving new technologies, and in particular those which are safeguarded against cyber espionage, and attackers targeting their supply chains, and those logistics companies who have simply ridden the wave.”
MODERN LOGISTICS MUST CREATE NEW TYPES OF INFRASTRUCTURE TO ADAPT TO A RAPIDLY EVOLVING LANDSCAPE
Last month’s report by IBM’s ‘threat intelligence taskforce’ highlighted how hackers ‘probably backed by a nation state’(1) appeared to be trying to disrupt or steal information about the key processes to keep the newly approved Covid vaccines cold as they travel from factories to hospitals and doctors' offices. “The potential for disruption of supply chains is enormous” said Garbett and, “until recently, logistics organisations have felt they have been relatively safe... but the stakes are getting higher as the need for more sophisticated logistics services, such as unmanned (drone) conveyance is increasingly in demand.”
The economic significance of the logistics sector is huge. Trade association, LogisticsUK, has confirmed that there are over 194,000 logistics enterprises in the UK, with 2.6 million employed in the wider industry. The logistics sector has a £1 trillion turnover, contributing £130 billion Gross Value Added (GVA) to the UK economy, which is 10.2% of the contribution to the UK non-financial business economy.(2) In comparison, the scale of this industry is far greater than UK construction (3), energy (4) and manufacturing(5) among others.
Garbett added: “Data security at every point in a logistics system is paramount and like any IOT (internet of things) system there are many points which will need protection, and a strong culture of cyber security will need to exist to avoid the inevitable human error and threat from malicious human interference, which are the cause of the vast majority of cyber breaches in any system. Modern sophisticated logistics must create new types of infrastructure on a world stage to adapt to a rapidly evolving threat landscape.
“Drones have been shown to offer a wide range of benefits to logistics operations, providing a cost-effective and environmentally responsible alternative to traditional methods, as well as relieving the burden on our already stretched road traffic system. One of the challenges, however, is the need to adopt drone technology within a disciplined, holistic strategy which supports the organisation and ‘future proofs’ what is put in place. To maintain its global competitiveness, it is now more important than ever that the UK logistics industry recognises the speed of drone technology advancement, embraces it, innovates, and stays ahead of the hackers.”Further Reading:
- Read more about Parts Pricing and Logistics @ www.fieldservicenews.com/parts-pricing-and-logistics
- Read the UK Logistics Report 2020 @ logistics.org.uk/logisticsreport
- Learn more about Drone Major Group @ dronemajor.net
- Read the IBM X-Force Threat Intelligence Index @ www.ibm.com/xforce-threat-intelligence-index-map/
- Follow Drone Major Group on LinkedIn @ www.linkedin.com/drone-accelerator/
Jan 13, 2021 • News • XM reality • Digital Transformation • EMEA • Esko
Esko, a global company active in the packaging sector and headquartered in Gent, Belgium, has ordered XMReality Remote Guidance for a period of at least two years.
Esko, a global company active in the packaging sector and headquartered in Gent, Belgium, has ordered XMReality Remote Guidance for a period of at least two years.
The main use case is to guide customers and internal field technicians in servicing their advanced packaging and printing machines. The order came after a successful pilot project that evaluated the software, use cases and benefits.
“In the Esko pilot project, the improvements of the service metrics were so good that it was an easy decision for the customer to proceed to an operational phase with a very obvious Return on Investment. The pilot performed by Esko has been one of the best we have seen with clear use cases and all key metrics being established and confirmed with high quality and speed.”, says Jörgen Remmelg, CEO at XMReality.
About XMReality Guidance Guidance™
XMReality Remote Guidance is an AR-enabled knowledge sharing tool that lets you communicate with gestures, speech, chat and pointers with someone at a completely different place. It includes:
- A unique hands-overlay technology that lets you guide someone else’s hands—as if you were there.
- A web portal to manage teams and users, and to measure usage
- Integration through client-side API’s (Application Programming Interfaces)
About XMReality Guidance Guidance™
XMReality develops and sells solutions that revolutionizes knowledge sharing through Augmented Reality (AR). The company is a market leader in Remote Guidance, which uses AR to guide onsite staff to enable quick dispositions, resolutions and/or problem prevention. The product is currently used in more than 60 countries. ABB, Nestlé, Electrolux, AB Inbev, Sidel, Hexagon, Bühler and Minibea Intec are some of the more than 90 Enterprise customers. With operations in Sweden and US, XMReality is listed on Nasdaq First North (ticker: XMR). Further information is available under www.xmreality.com
About Esko
Esko, a Danaher company, connects people, processes and tools to meet the needs of global brands and the people who trust them. Esko customers bring consumer products to life with accuracy, efficiency and speed. Packaging for 9 out of 10 major brands is produced by Esko customers today. Headquartered in Gent, Belgium, Esko employs 1800 people worldwide with a unique focus on the packaging sector. Esko is the undisputed global market leader in digital flexo imaging. A globally deployed service staff of more than 500 help improve customer processes and guarantee maximal uptime. Further information is available under www.esko.com/
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Find out more about XM Reality @ xmreality.com
- Learn more about Esko @ www.esko.com
- Follow XM Reality on Twitter @ twitter.com/xmreality
- Follow XM Reality on LinkedIn @ www.linkedin.com/xmreality/
Jan 08, 2021 • News • Fleet Operations • Sustainability • Managing the Mobile Workforce • EMEA
Outsourced fleet and mobility management specialist Fleet Operations has set itself a net zero carbon target by signing up to a carbon offsetting scheme for all the greenhouse gases created by the business.
Outsourced fleet and mobility management specialist Fleet Operations has set itself a net zero carbon target by signing up to a carbon offsetting scheme for all the greenhouse gases created by the business.
The bold move comes in the wake of the company's recent certification by the British Assessment Bureau to the ISO14001 standard for environmental management. This rigorous benchmark provides unequivocal proof of an organisation's green credentials, and alongside the carbon neutrality commitment, underlines Fleet Operations' ongoing commitment to the green fleet agenda.
FLEET OPERATIONS HAS CONVERTED 30% OF THEIR FLEET TO ELECTRIC AND HYBRID VEHICLES AND SWITCHED TO RENEWABLE ENERGY
"With our zero carbon target, we are aiming very much to lead by example,” said Fleet Operations Managing Director Richard Hipkiss. “ISO 14001 puts a management system in place which ensures that we will deliver on this important environmental promise. We help clients to cut their environmental impact and fleet running costs every day, not just by moving to electric vehicles but by empowering their employees to take a more flexible view of business travel."By encouraging drivers to swap their car to more sustainable options like public transport, spot hire or electric pool cars for shorter journeys, we help our clients to green their fleet and mobility policies.As well as converting 30% of their fleet to electric and hybrid vehicles, Fleet Operations has also installed solar panels at their head office in Newcastle-under-Lyme, switched to a 100% renewable energy provider and following a thorough benchmarking of their energy consumption, the company has set clear KPIs to reduce energy and fuel usage over the next two years.
An internal 'Think Green' campaign has also been launched to encourage and motivate staff to change their behaviour with regular updates and poster reminders in every office, and team targets to reduce paper and lighting consumption. The certification adds to Fleet Operations' existing list of quality standards, including the ISO9001:2015 standard for quality and ISO27001:2013 for information security, both secured in 2017 and renewed in 2020.
Fleet Operations is one of the UK's leading independent providers of outsourced fleet management services including strategic consultancy, multi-bid leasing, supply chain management, policy creation and risk management, data consolidation and vendor management.
Further Reading:
- Read more about Managing the Mobile Workforce @ https://www.fieldservicenews.com/managing-the-mobile-workforce
- Read more about Fleet Operations on Field Service News @ www.fieldservicenews.com/fleet-operations
- Find out more more about Fleet Operations @ www.fleetoperations.co.uk
- Follow Fleet Operations on Twitter @ twitter.com/fleet_ops
- Follow Fleet Operations on LinkedIn @ www.linkedin.com/fleet-operations-limited/
Jan 06, 2021 • News • WorkMobile • Digital Transformation • software and apps • EMEA
More than four fifths of businesses lack the skills or resources to develop employee-facing mobile apps in-house, new research has found.
More than four fifths of businesses lack the skills or resources to develop employee-facing mobile apps in-house, new research has found.
Research published by mobile data capture specialist WorkMobile, found that employee-facing mobile apps play a key role in the majority of businesses’ enterprise mobility strategies, with 91% of businesses making use of the technology.
However, while in-house app development offers businesses the necessary flexibility when it comes to tailoring and implementing effective mobile solutions – particularly crucial for businesses with a significant proportion of field-based workers – a staggering 85% are unable to do so successfully.
According to the research, 38% of IT teams are overstretched and don’t have the time or capacity to develop their own apps, while 36% do not have the coding skills and expertise required to do so.
IN-HOUSE MOBILE APP DEVELOPMENT CAN BE A COST-EFFECTIVE WAY FOR BUSINESSES TO RESPOND QUICKLY TO EVER-CHANGING EXTERNAL FACTORS
Given the growing digital skills shortage, and the prevalence of apps in both our professional and personal lives, it is unsurprising that 47% of businesses have found it difficult to recruit employees with the right mobile development expertise.
The research also found that even among those businesses that are capable of developing their own apps, many have struggled to make them a success.
More than two thirds (63%) of businesses have experienced problems developing apps within a particular timeframe, and as a result 56% have been forced to abandon the development of an app before completion.
More than a third (36%) have had difficulties developing apps within a designated budget, and 30% have struggled to develop apps for a range of operating systems and devices.
Colin Yates, chief support officer at WorkMobile, commented: “These statistics are very concerning in the current climate, given the crucial role that mobile solutions play in a successful enterprise mobility strategy.
“Even pre-pandemic, enabling remote working was the most common pressure CIOs faced from the rest of the C-suite, according to half of those surveyed. And with so many more people now working away from the office, that pressure is greater than ever.
“The past few months have also shown us that in order for businesses to succeed, agility is absolutely key. In-house mobile app development can be a really cost-effective way for CIOs to respond quickly to ever-changing external factors, and ensure employees always have the right tools to do their jobs.
“However, with so many teams facing such significant barriers to in-house app development, they could find themselves struggling more than necessary over the coming months to keep up with rapidly evolving business requirements.”
In light of these difficulties, the research revealed that 64% of CIOs would be interested in using a no-coding mobile app toolkit as an alternative to developing apps in-house themselves.
44% said that they believe no-coding mobile apps would reduce the workload for their team, a third think that they would enable their teams to implement mobile solutions more quickly, and 29% expect they would find it easier to adhere to financial budgets.
Colin added: “It’s clear that effective in-house app development is just not feasible for the vast majority of businesses. Fortunately, technology is evolving and no-coding app development platforms can now offer a fantastic alternative.
“These toolkits make it possible for CIOs and their teams to quickly produce mobile apps that are specifically tailored to the needs of their employees, with no coding expertise required.”
For more information on WorkMobile and no-code mobile apps, visit https://www.workmobilesolutions.com/
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about WorkMobile on Field Service News @ www.fieldservicenews.com/workmobile
- Learn more about WorkMobile @ www.workmobilesolutions.com/
- Follow WorkMobile on Twitter @ twitter.com/WorkMobile
- Follow WorkMobile on LinkedIn @ www.linkedin.com/esay-mobile
Jan 05, 2021 • News • Optimisation • Digital Transformation • fast lean smart • EMEA • Fix360 • Your Housing Group
Your Housing Group (YHG), one of the UK’s largest housing providers with 28,000 homes, is set to transform the efficiency of their field force operations and customer experience with use of the FLS VISITOUR solution from FLS – FAST LEAN SMART.
Your Housing Group (YHG), one of the UK’s largest housing providers with 28,000 homes, is set to transform the efficiency of their field force operations and customer experience with use of the FLS VISITOUR solution from FLS – FAST LEAN SMART.
Following a strategic business review that set new objectives forambitious operational efficiencies and customer satisfaction targets, YHG decided they needed a more sophisticated and robustdynamic scheduling solution that could integrate seamlessly with their Microsoft Dynamics 365 business platform and Accuserv repairs management system.
YHG AND FIX360 ARE USING FLS SOLUTIONS TO MEET BUSINESS-DRIVEN TIMESCALES AND MAKE SURE EVERY CUSTOMER CONTACT COUNTS.
The first priority is to deliver the solution for Fix360, the YHG dedicated property maintenance arm with circa 200 operatives covering the North of England, before expected progression across other business functions, for example surveyors and tenant liaison officers.
FLS was appointed to implement FLS VISITOUR after a formal tendering process with a requirement to drive forward the business ahead of the norm in the market. Darren Halliwell, YHG’s IT Director says “We did our research and were determined to find a technology and partner that aligned to our 5-year business plan and could flex and adapt as we develop and implement our wider technology roadmap. FLS have multi-sector experience and a stamp of approval from Microsoft which gave us great confidence. We were impressed by their delivery approach and speed to implementation alongside other key factors such as ease of configuration, functionally rich capabilities, customer communication and in-day progress and response accuracy and tooling. Following technical evaluation and discussion with references, including organisations in and out of sector, the FLS offering became our unanimous choice.”
Fix360 have over 3,000 categories of repair. Once a customer’s need is qualified by the call centre or via online self-service, FLS VISITOUR will provide the optimal appointment choices according to available operatives and existing commitments. This will utilise real-time optimisation, not just finding white-space to fill in the diary, with the accuracy of time-of-day traffic speeds for each journey. Each appointment will therefore be cost-effective, punctual, using operatives with the right skills and best possibility for first time fix.
Guy Bebbington, Managing Director of Fix360 says “The Fix360 Board have set ourselves challenging Customer Satisfaction and Value for Money targets and so investment in our technology stack to achieve those targets is vital. We believe FLS are absolutely the right partner for us, a real differentiator within the market. It was clear from references the quality of solution and expertise they offer, increasing field force efficiency and aiding continuous improvement in customer delight. At YHG and Fix360 we make sure every customer contact counts and this technology supports us with that. Other advantages included the speed in which we could implement and rollout to meet the business-driven timescales. We are really looking forward to working together and delivering great outcomes for our tenants in the weeks and months ahead.”
Further Reading:
- Read more about Digital Transformation @ https://www.fieldservicenews.com/digital-transformation
- Read more about Fast Lean Smart on Field Service News @ www.fieldservicenews.com/FLS
- Find out more more about Fast Lean Smart @ www.fastleansmart.com/en
- Learn more about Your Housing Group @ www.yourhousinggroup.co.uk
- Follow Fast Lean Smart on LinkedIn @ www.linkedin.com/company/fls-fast-lean-smart/
Dec 15, 2020 • News • insurance • Covid-19 • Leadership and Strategy • EMEA • Mactavish
Mactavish, the specialist outsourced insurance buyer and claims resolution expert, says many commercial policyholders have faced drastic premium increases this year as insurers look to improve margins in a hardening market, sometimes of up to 800%....
Mactavish, the specialist outsourced insurance buyer and claims resolution expert, says many commercial policyholders have faced drastic premium increases this year as insurers look to improve margins in a hardening market, sometimes of up to 800%. This is coming in addition to a greater focus on newer risks such as the increase in cyber crime that has been spurred by the pandemic and the rise of remote working.
As insurers also look to protect their reserves and minimise claims payments, Mactavish says it has also seen considerable erosion in the quality and extent of the insurance cover offered to policyholders. This is often buried in T&Cs without being flagged by either insurers or brokers, meaning that policyholders may not be aware of their increased exposure.
INSURANCE RATES ARE EXPECTED TO CONTINUE TO RISE IN 2020 AND SOME COMPANIES MIGHT BE UNABLE TO PAY FOR THEIR COVER
Market surveys are showing 34% increases in premiums across the board, but this masks a much more complex picture. Lines such as Crime, Professional Indemnity, Pension Trustees’ Liability and Directors’ and Officers’ insurance have risen far in excess of this. In addition, some industries have suffered much more than others. Firms in the construction, energy, food and beverage, travel, manufacturing and waste sectors will be experiencing particularly challenging renewals.
Mactavish warns that it expects rates to continue to rise in 2021 and says that some companies will be unable to pay for their cover, meaning they will be forced to reduce operations, lay-off employees or even go into administration.
Mactavish is one of the largest independent ‘buyers’ of commercial insurance in the UK, and this year it has helped clients cut the cost of their insurance premiums by 50% in some cases by using a unique approach that runs brokers in head-to-head competition along with their preferred insurance partners. In addition, while cost is an important area of focus, Mactavish has also improved the quality of its clients’ cover by negotiating critical changes to policy wordings.
Bruce Hepburn, CEO, Mactavish said: “For years, the insurance industry has sold its cover on the basis of price as opposed to quality and this has pushed premiums down, when in many cases they should have been higher. The insurance market is hardening now, and premiums are rising dramatically as insurers seek to make up lost ground quickly. The timing couldn’t be worse for firms that are still being battered by the economic fall-out from the pandemic. For some businesses, these unexpected cost increases could be the final nail in the coffin.”
“Aside from playing a role in pushing price increases, COVID-19 has also exacerbated many risk areas. As just one example, there has been a marked increase in cyber crime as employees moved to home-based working. This creates a double whammy effect where policyholders need to buy more insurance at precisely the moment that prices are spiking.”
Hepburn added: “While brokers naturally prefer exclusive relationships, our work shows that you get a much better outcome when there is real competitive pressure between competing suppliers. Since many brokers receive premium-linked commissions from insurers, policyholders should be wary of taking cost increases at face value.”
Mactavish cited a recent engagement in which a financial services firm had been badly let down by its broker. Even on the day its insurance was set to renew, the incumbent was unable to confirm that it had secured 100% of the capacity the firm required. Worse, a number of exclusions had crept into the policy wordings that had removed vast swathes of essential cover. Working at speed, Mactavish was able to put in place all of the required capacity, get rid of the onerous exclusions and achieve a double-digit cost saving.
Mactavish specialises in helping employers enhance their chances of securing reliable insurance policies at competitive prices, and resolving claims disputes.
Further Reading:
- Read more about Leadership and Strategy @ www.fieldservicenews.com/eadership-and-strategy
- Read more about Mactavish on Field Service News @ www.fieldservicenews.com/mactavish
- Find out more more about Mactavish @ www.mactavishgroup.com
- Follow Mactavish on Twitter @ twitter.com/MactavishGroup
- Follow Mactavish on LinkedIn @ www.linkedin.com/mactavish
Nov 19, 2020 • News • Cognito iQ • Konica MInolta • Digital Transformation • EMEA
Konica Minolta has won the BLI PaceSetter Award for Serviceability and Support 2020-2021 in Western Europe awarded by Keypoint Intelligence for the second time.
Konica Minolta has won the BLI PaceSetter Award for Serviceability and Support 2020-2021 in Western Europe awarded by Keypoint Intelligence for the second time.
With Cognito iQ flagged as a platform that supported the win, the recognition honours the OEM that offers the best-designed tools, programs and trainings to enhance the serviceability of its products and services. With its “shift left” approach, Konica Minolta provides systems to empower its clients to help themselves, such as using online trainings or providing support through remote tools.
COGNITO iQ's PLATFORM ALLOWS KONICA MINOLTA TO AUTOMATE THEIR FIELD OPERATION, IMPROVING EFFICIENCY AND REDUCING ERRORS
Leveraging their Cognito iQ-developed platform, Konica Minolta is able to analyse operational performance of its field service in real time. With this “shift left” approach, the issues are solved closer to their origin and field presence of service experts can be reduced significantly. This helps to limit physical contact points which increases safety for customers and technicians, as travel from client to client can be minimised in the time of Covid-19.
Konica Minolta use Cognito iQ to automate and mobilise their field operation, automating previously manual processes, improving efficiency and reducing errors, and giving Konica Minolta real-time information to control the service support operation. In addition to this they have implemented the Cognito iQ analytics platform, OPA, which gives the field service operation live data enabling them to make fact-based decisions on trends in real-time.
“Pursuing a customer-centric approach, Konica Minolta always focuses on the needs of its users for its products and services’, commented Nick Ranson, UK Director of Value Added Services, Konica Minolta Business Solutions UK, “We have a close relationship with Cognito iQ, their expertise and understanding of our operation has helped to redefine service for the UK business. It’s great to see our efforts recognised with this award”.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Cognito iQ on Field Service News @ www.fieldservicenews.com/cognito-iq
- Learn more about Konica Minolta @ www.konicaminolta.co.uk
- Find out more about Cognito iQ @ www.cognitoiq.com
- Follow Cognito iQ on Twitter @ twitter.com/Cognito_iQ
- Follow Cognito iQ on LinkedIn @ www.linkedin.com/cognito-
Nov 17, 2020 • News • Cognito iQ • Digital Transformation • EMEA • BAXI
Improving customer service, maximising worker efficiency and meeting SLAs are just a handful of the challenges that field service operators face.
Improving customer service, maximising worker efficiency and meeting SLAs are just a handful of the challenges that field service operators face.
Even field service operations that are working well can find 5% improvements when they set out to become exceptional, and improvements of more than 20% are not uncommon.
Baxi, together with Cognito iQ, recognise the true significance of data and the value it can bring to a business, from cost savings, improving repeat busines through improved customer satisfaction to identifying areas of process improvement that can bring transformational change to a business.
BAXI HAVE MADE THEIR GREAT CUSTOMER SERVICE EVEN BETTER BY SUCCESSFULLY LEVERAGING DATA AND ANALYTICS WITH COGNITO iQ
Quality data that can provide insight is key to transformational change and improvements. Cognito IQ’s next generation analytics solution, Insight Hub does just that. Providing real-time analytics, it provides at a glance metrics in its bespoke dashboard that allows you to make instant changes to keep your team on track as well as a longer term view for informed strategic planning and strategy.
Baxi, and Cognito iQ have successfully leveraged data and analytics that enabled them to:
- Increase productivity 25%
- Reduce secondary visit times by 42%
In this webinar, Steve Randall, Baxi’s Head of Service will share:
- The challenges Baxi faced and how they addressed them.
- How technology such as Insight Hub, makes it easier to manage a large mobile workforce.
- The impact of having real-time analytics on their customer service and more.
To register for the webinar 'Transforming Your Field Service Operation from Excellent to Exceptional, visit info.cognitoiq.com/getting-to-exceptional-webinar2.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Cognito iQ on Field Service News @ www.fieldservicenews.com/cognito-iq
- Register for the webinar 'Transforming Your Field Service Operation from Excellent to Exceptional' @ cognitoiq.com/getting-to-exceptional-webinar2
- Find out more about Cognito iQ @ www.cognitoiq.com
- Follow Cognito iQ on Twitter @ twitter.com/Cognito_iQ
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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