Field Service News

Property Developer, Almacantar, Revolutionises Digital Capabilities in CRM System Overhaul

Sep 09, 2021 • News • Artificial intelligence • contact centre • Digital Transformation • omnichannel • EMEA • Customer Satisfaction

Large-scale London property development and investment company, Almacantar, has appointed digital transformation specialist Nexer to oversee the total replacement of its CRM system, in order to facilitate increased accessibility to data and ensure...

Almacantar transforms iconic property development assets in prime Central London locations, and is known for its design-led approach and focus on creating long term value. Since 2010, it has acquired more than 1.5 million sq. ft, including live projects Centre Point and Marble Arch Place.

THE OVERHAUL OF THE EXISTING CRM SYSTEM HAS LED TO MORE EFFICIENT SALES AND CLIENT ENGAGEMENT PROCESSES.

With communication and management of the client engagement process throughout the property sales and completion process being critical to achieving high levels of client satisfaction, Almacantar has partnered with Nexer to implement a Microsoft Dynamics 365 CRM application that will meet its specific business needs.

Almacantar’s legacy CRM application had reached the end of its lifespan, with the business requiring an updated system that would provide increased data accessibility, improved connectivity and coordination with other applications, and smooth integration with lead generation campaigns, as well as watertight GDPR compliance and data security due to the high transaction values of its property sales.

Implementation of the new application, has delivered a more efficient and streamlined sales and client engagement process, has increased automation of client communication where appropriate, has enabled accurate tracking of all client offers, and increased operator productivity. It also provides a single source of data and document management thanks to its integration with SharePoint.

Caroline Edwards, Development Director at Almacantar Ltd said: “We chose Microsoft and Nexer for our CRM needs due to its seamless integration into the other Microsoft products in use and its adaptability to our particular needs. The Nexer team provided us with invaluable support in mapping our existing business processes into the platform and, where possible, revising these for better productivity. The result is a powerful platform that is instantly recognisable to our sales and marketing team.”

Neil Andrews, Senior Executive at Nexer said: “By selecting Microsoft Dynamics 365 for its new CRM, Almacantar has seen increased efficiency within the sales team and has improved collaboration across the related service teams. The new platform is secure and future-proofed to support the business as it continues to grow.”

Artificial Solutions Signs Multi-Year Agreement with Circle K to Provide Conversational AI applications

Aug 27, 2021 • News • Artificial intelligence • contact centre • Digital Transformation • omnichannel • EMEA • Customer Satisfaction

Circle K, part of the Global Fortune 500 retailer Alimentation Couche-Tard, selects Artificial Solutions’ Conversational AI-platform to support omni-channel customer experience in multiple languages.

Artificial Solutions, a leading specialist in enterprise-strength Conversational AI, announced today that Circle K has renewed its agreement to run its Conversational AI deployments on the award-winning Teneo platform, to continue to provide support for customers and employees of its convenience retail outlets in the US and Scandinavia.

WITH THE USE OF CONVERSATIONAL AI, COMPANIES ARE ABLE TO SERVE CUSTOMER NEEDS MORE EFFICIENTLY

Conversational AI is used by Circle K to support customers through three solutions in North America and Europe:

Kay, Circle K´s website chatbot, the one stop shop for finding the nearest location, deals and rewards
Circle K US car wash app
Voice bot for North American stores, that handles inquiries done via call lines, about fuel delivery times

“Conversational AI enables us to make our customers lives a little easier every day by serving their needs more efficiently. Working with Artificial Solutions has had significant benefits; Teneo has allowed the internal Conversational AI-team to build solutions faster, so that we can continue to focus on delivering exceptional customer experiences”, said Edgars Ozolnieks, Senior Manager - Digital Customer Service Solutions at Circle K.

For their deployments, Circle K is taking advantage of Teneo’s unique master-local feature. The main solution was built in English, and then exported to Swedish, Danish and Norwegian, repurposing 80% of the initial solution.

Circle K is one of the leading convenience store chains globally, and this partnership with a power-house retailer is a major validation for our technology,” said Per Ottosson, CEO at Artificial Solutions.

New Partnership Provides Solution To Keeping Frontline Workers Safe

Aug 20, 2021 • News • health and safety • Lone worker • Managing the Mobile Workforce • EMEA • REVEAL MEDIA • PEOPLESAFE

In the wake of an unprecedented increase in reports of violence and abuse towards frontline workers, body worn video systems provider, Reveal Media and lone worker protection specialists Peoplesafe have entered into a strategic partnership to...

Initially adopted by the police force, body worn video technology is starting to be adopted by other industries, from healthcare providers such as ambulance staff through to retail and security workers.

BODY-WORN VIDEO TECHNOLOGY ENHANCES PROTECTION BY ADDING REAL-TIME VISUAL INFORMATION TO ANY INCIDENT

Unlike traditional lone working devices - which are designed to be discreet - body cameras are deliberately obvious to deter potential aggressors from being verbally or physically aggressive.

The combined technology enhances protection by adding real-time visual information to any incident. Once a wearer raises an SOS alarm on their Peoplesafe Pro lone worker app (via their smartphone), the camera will start recording the incident.

“Working with members of the public can be unpredictable, particularly for lone workers who are often viewed as easy targets for physical and verbal abuse” explains Naz Dossa, CEO of Peoplesafe. “Wearing a body camera, combined with our Peoplesafe Pro lone worker app, is proving extremely effective in changing people’s behaviour, reducing the likelihood of an assault on the wearer.”

Alasdair Field, CEO at Reveal Media adds; “Pairing a lone worker service to body worn video technology adds a new dimension of safety for frontline workers as it provides direct access to emergency support. We are committed to protecting key workers and having the support of a fully accredited, 24/7 Alarm Receiving Centre in addition to our cameras will not only help us further improve our service, it will also add an extra layer of security and reassurance.

“As the market leading provider of body worn video in the UK, Reveal Media is well equipped to provide the best visual protection for our frontline workers.”

UK based technology business, Peoplesafe is the industry leading provider of GPS personal safety alarms and applications for more than 150,000 at-risk and lone workers across both public and private sectors.

Combining this service with Reveal Media’s body worn video technology will provide a failsafe solution to what is becoming an increasingly prevalent problem.

Vert Technologies Launches Low-Noise 100% Duty Compressor for Faster Fibre Installations

Aug 18, 2021 • News • Sustainability • Managing the Mobile Workforce • EMEA • INSTALLATION • VERT TECHNOLOGIES

With a view to simplifying the fibre optic cable installation process, compressor technology pioneer, Vert Technologies, has unveiled the new A200 mobile compressor.

Able to deliver 11 bar of pulse-free air pressure at 100% duty, the A200 has been designed as a lightweight and compact (L800mm x W380mm x H400mm) alternative to traditional petrol and generator-powered compressors.

THIS 'PLUG AND PLAY' COMPRESSOR OFFERS EASIER LOGISTICS FOR FFTH INSTALLERS

The new compressor provides logistical benefits to fibre-to-the-home/property (FTTH/P) installers when working in multi-dwelling residential units and commercial office blocks. Powered by a standard 240V plug, the 2kW A200 provides installers with reliable, pulse-free air flow up to 11 bar (174psi) with a maximum airflow of 200lpm.

Unlike many other ‘plug and play’ mobile compressors, the A200 is able to run continuously at 100% duty removing the need for periodic downtime for cooling and also to prevent air gapping from occurring during the cable installation process. Its low operating noise level of just 62dBA also ensures minimal disturbance to nearby residents or workers.

Nicol Low, COO at Vert Technologies, comments: “With ambitious plans afoot to replace the UK’s aging copper-based communication network with nationwide fibre broadband, there remains significant inefficiencies with the traditional methods of installing fibre optic cables to multiple dwelling units (MDU) and domestic properties.

“To date, installers have often had to make a compromise when it comes to compressor choice: prioritising flow at the expense of mobility and noise by using petrol-powered compressors able to deliver 100% duty, or use low-duty mobile compressors which offer easier logistics but are prone to air gapping and in need of regular replacement. We have created the A200 with a view to removing this compromise, and providing FTTH/MDU installers with a quick, quiet and efficient solution to their air compression conundrum.”

For more information on the A200, please visit: www.vertrotors.com/a200/

Survey on UK Construction Industry Reveals Lack of Visibility Over Vehicle Usage

Aug 12, 2021 • News • construction • Digital Transformation • fleet management • EMEA

New research released today has revealed that construction managers are in the dark about how and when their company vehicles are being used, leading to vehicle theft and vehicle misuse.

The research, which was undertaken by the fleet management software company for SMEs, Vimcar, found that a staggering 1 in 3 construction managers have had fleet vehicles stolen, whilst 87% restrict employee vehicle usage without a full picture of how the fleet is operating.

61% OF CONSTRUCTION MANAGERS ARE CONSIDERING IMPLEMENTING FLEET TRACKERS FOR GREATER CONFIDENCE IN HOW AND WHEN VEHICLES ARE BEING USED

At a time where van sales are on the rise and many businesses are increasing their fleet sizes, the data points to a worrying trend that construction managers have insufficient visibility over how and when their vehicles are being used. The research found that almost half (43%) of construction managers could not say how long employees spent with customers, and a further 37% did not know whether their employees turned up to a job on time or even at all.

As the construction sector emerges from a challenging 17 months, construction managers have indicated that they need a clearer understanding of their fleets, with 88% wanting to receive regular notifications of how vehicles are being used by employees. What’s more, nearly two thirds of respondents said they would consider implementing trackers to closely monitor vehicle usage – a move which would reassure construction managers that vehicles are being used efficiently and appropriately.

Ronald Clancy, UK Country Manager, Vimcar said: “Vehicle misuse costs the construction services industry thousands in terms of extra fuel, HMRC fines, and unnecessary maintenance expenses. As van sales continue to rise, fleet managers and business owners must consider the real cost of their growing fleet to their business and uncover ways to maximise efficiency. A GPS fleet management system that includes features such as live tracking, geofencing and data exportation would not only enable trust and transparency between managers and their employees, but also prevent the disasters of vehicle theft.”

Shentel Selects CSG Field Service Management

Aug 11, 2021 • News • Automation • CSG • field service management • Managing the Mobile Workforce • EMEA • shentel

CSG^® (NASDAQ: CSGS) empowers today’s leading businesses with game-changing communications capabilities that drive extraordinary customer experiences. With enhanced automation and an integrated, future-ready technology stack in mind, Shentel (NASDAQ: SHEN), a leading provider of telecommunications services across the mid-Atlantic United States, today uses CSG’s cloud-based Field Service Management solution to accelerate the company’s business transformation and deliver critical, high-speed broadband services to rural and underserved markets in the greater mid-Atlantic region.

With CSG as the backbone of Shentel’s operating support systems, the company has unified its operations to become a nimbler organization that can delight its customers by meeting them at the right time, on the right channels, via the right device.

CSG FIELD SERVICE MANAGEMENT ENHANCES SERVICE DELIVERY FOR SHENTEL, DELIVERING AUTOMATION AND FUTURE-READY GROWTH TO SERVE THE NEEDS OF THE RURAL MID-ATLANTIC REGION

“Investing in innovative technologies that power exceptional customer experiences is critical to Shentel’s mission to deliver compelling internet, voice and television services,” said Jeff Manning, vice president, operations, Shentel. “We specialize in providing advanced services to rural and underserved markets, because we believe that all consumers should have equal access to the essential products and services they need to live their lives. In the end, we chose CSG because their commitment to customer success matched our own, and their 25+ year expertise and leadership in field service management represented the best of breed solution we needed to deliver impactful results for our customers. With CSG’s cloud-based solution, we have the future-ready technology and automation we need to not only optimize the productivity of our technicians, but also exceed our customers’ expectations every step of the way.”

CSG Field Service Management is a global, award-winning, multi-industry, AWS cloud-based platform that provides a holistic view of field operations. With this solution, field technicians and dispatchers can make informed decisions based on real-time, predictive data and staffing models that offer greater transparency to customers and lead to higher levels of customer satisfaction. These capabilities combined with automated reporting and relevant customer communications help companies create an unparalleled customer experience, while fostering seamless operations for both dispatch and field service employees.

“The future of field service management will require both digital transformation and business model changes that forward looking companies, like Shentel, will use as an opportunity to evolve their business,” said Alfred Binford, global head of customer engagement for CSG. “By moving their field service management operations to the cloud, Shentel is harnessing the agility and innovation of CSG to gain greater efficiencies that translate into higher revenue growth, but more importantly lead to higher quality customer interactions. With continuous enhancements deployed through CSG’s cloud architecture, Shentel can be confident in their ability to continue to help underserved markets into the future and bring more equity to the digital world.”

With CSG Field Service Management, Shentel can now:

Achieve operational excellence: Leverage automation and real-time data to optimize everything from one hour appointment windows for customers to job scheduling. Easily manage complex resource profiles, such as skill and license dependencies, to match the right technician with the right job and efficiently manage field workload in real-time. Real-time reporting puts data in the hands of field supervisors to better equip them for boots-on-the-ground decision-making and enhances employee engagement while completing extra jobs per day.
Deliver relevant, proactive customer communications: Keep customers engaged and informed with streamlined appointment selection, dynamic technician ETA notifications and automated communications via the customer’s preferred channel of choice. Easily communicate between customers and technicians to create satisfying, collaborative experiences for both parties that reduce missed appointments, lower operating costs and meet the customer at the right time on the right channel via the right device.

CSG Field Service Management is part of the company’s end-to-end customer engagement portfolio that provides flexible, personalized customer engagement solutions and a fully integrated approach that differentiates customer experiences in today’s digital world. The platform supports hundreds of thousands of field service users every day and is the engine that processes more than 100 million work orders every year for some of the world’s largest communications service providers.

Conclusions from a Research Study into Workforce Management Practises Amongst Service-Centric Companies

Aug 09, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • EMEA

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

RTE and Nidec Industrial Solutions Launch “Ringo”, the First experiment in the World for the Automated Management of a Large-Scale Battery System

Aug 09, 2021 • News • Digital Transformation • Energy • Sustainability • EMEA • RTE • NIDEC INDUSTRIAL

On 2 July, RTE, the French public electricity transmission system operator, together with its partner Nidec Industrial Solutions (NIS), part of the Energy & Infrastructure Division of the Nidec Group, inaugurated "Ringo". Located in Vingeanne - Jalancourt, in the Côte-d'Or department, Ringo is RTE's first experimental site for the automated management of large-scale electricity storage.

Just over a year after its announcement, the experiment, a world's first, will test the automatic management of surplus renewable electricity. This represents an important step in the process of transforming the electricity system, assisting in the energy transition from polluting to sustainable and renewable sources.

Nidec Industrial Solutions was chosen by RTE to install the first electrical energy storage system on mainland France, used to optimize management of energy flows on the transmission grid. The system makes it possible to better manage the electricity grid, avoiding congestion at times of peak demand. A project that sees battery storage systems become an integral part of modern electricity grids and key elements for realizing the vision of an electric and sustainable future.

Depending on weather conditions (sun, strong winds), local solar or wind energy production can greatly increase and exceed the transport capacity of the national electricity grid, resulting in the dispersion of the energy produced. The Ringo system makes it possible to store surplus renewable energy during peaks in production and return the stored energy to the grid as and when needed. This prevents having to build new electric lines and the loss of electricity produced from renewable sources thus contributing to reductions in CO2 emissions, without having to use polluting energy sources.

WITH THIS MAJOR PROJECT, THE TWO GROUPS ARE PROMOTING THE DEVELOPMENT OF ELECTRICITY STORAGE WHICH IS ESSENTIAL IN DRIVING THE EVOLUTION OF THE ENERGY MARKET TOWARDS GREATER SUSTAINABILITY

It is also a smart system. In fact, for the first time in the world, a storage battery site will be remote controlled using robots that collect data in real time, representing the first automatic control on a national energy grid. Thanks to sensors installed on the grid that constantly measure electron flows, algorithms are able to optimize storage in real time.

The Vingeanne - Jalancourt site, located in a region of high wind energy production, was chosen as the location for one of the experimental batteries with a storage capacity of 12 MW/24MWh, equal to the amount of energy produced by 5 wind turbines or the consumption of 10,000 families. Work commenced in January 2020, and now the system has been put into service, meeting the expected delivery times, despite the difficulties encountered due to the pandemic. The experiment will last 3 years, the time needed to learn how to manage renewable energy.

More specifically, for the Vingeanne - Jalancourt site, Nidec Industrial Solutions is supplying its power electronics converters and the PMS (Power Management System) control system that make it possible to convert stored energy into electricity and use it to feed into the grid supplying consumers. The batteries connected to the grid that make the storage of surplus renewable energy possible are of the NMC (Nickel, Manganese, Cobalt) high energy density lithium-ion type.

With this experiment, RTE and its partners, among which Nidec Industrial Solutions stands out, are participating in the spread of systems of large-scale electricity storage. A great industrial challenge to meet the fundamental energy transition needed to reduce GHG emissions and mitigate global warming, an increasingly topical and urgent issue for the energy sector.

The Ringo project meets the renewable energy development goals set by the French government and aims to make the electricity transmission grid more flexible by 2030 and to integrate, in particular, large-scale electricity storage solutions. This is to ensure that all French people have access at all times to a safe, clean and affordable power supply. This storage experiment has been approved by the French CRE (Commission de Régulation de l'Energie - Energy Regulatory Commission) for a total investment of € 80 million.

"The experiment we have launched today with RTE is a fundamental step towards achieving a zero-emissions society by 2050, a goal Europe is committed to reaching. To achieve this, more electricity will have to be produced which is why it will be necessary to improve energy management by modulating production and consumption. Ringo will allow us to acquire the knowledge and experience needed to overcome this challenge. We are proud that RTE has chosen us as a partner in this highly innovative project. A collaboration that confirms our world leadership in renewable energy battery storage systems, which incorporate advanced technologies and solutions, offered at the best price and able to guarantee reduced execution times. Thanks to this, we can contribute to realizing the vision of an electric and green future” said Dominique Llonch, CEO of Nidec ASI and Chairman of Nidec Industrial Solutions.

Nidec Industrial Solutions, which has reached approximately 1 GWh of BESS plants installed worldwide, making it one of the top 3 world leaders in this sector, can boast significant experience in France, having developed in 2013 the country's first BESS plant of over one megawatt (7000 kW) installed on the island of Corsica. The Group continues to consolidate its leadership in Europe, where it is the number one supplier of BESS plants for the utility sector, and is currently developing electricity storage systems in Germany, England and Finland. The agreement with RTE is fully in keeping with the strategy and vision of Nidec Industrial Solutions which, thanks to its know-how, the result of over 150 years of technological innovation, and the expertise in the field of batteries and power electronics, wants to actively contribute to the transition towards renewable energy in order to combat climate change and the air pollution generated by the continuous increase in CO2 emissions, favoring the transition from a development model with high carbon emissions to a sustainable and green one.

Is There Enough Transparency in the Disciplinary Processes of Service-Centric Companies?

Aug 06, 2021 • Features • Digital Transformation • Workforce Managemnet • Field Workforce • EMEA

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ARCHIVE FOR THE ‘emea’ CATEGORY

Property Developer, Almacantar, Revolutionises Digital Capabilities in CRM System Overhaul

THE OVERHAUL OF THE EXISTING CRM SYSTEM HAS LED TO MORE EFFICIENT SALES AND CLIENT ENGAGEMENT PROCESSES.

Further Reading:

Artificial Solutions Signs Multi-Year Agreement with Circle K to Provide Conversational AI applications

WITH THE USE OF CONVERSATIONAL AI, COMPANIES ARE ABLE TO SERVE CUSTOMER NEEDS MORE EFFICIENTLY

Further Reading:

New Partnership Provides Solution To Keeping Frontline Workers Safe

BODY-WORN VIDEO TECHNOLOGY ENHANCES PROTECTION BY ADDING REAL-TIME VISUAL INFORMATION TO ANY INCIDENT

Further Reading:

Vert Technologies Launches Low-Noise 100% Duty Compressor for Faster Fibre Installations

THIS 'PLUG AND PLAY' COMPRESSOR OFFERS EASIER LOGISTICS FOR FFTH INSTALLERS

Further Reading:

Survey on UK Construction Industry Reveals Lack of Visibility Over Vehicle Usage

61% OF CONSTRUCTION MANAGERS ARE CONSIDERING IMPLEMENTING FLEET TRACKERS FOR GREATER CONFIDENCE IN HOW AND WHEN VEHICLES ARE BEING USED

Further Reading:

Shentel Selects CSG Field Service Management

CSG FIELD SERVICE MANAGEMENT ENHANCES SERVICE DELIVERY FOR SHENTEL, DELIVERING AUTOMATION AND FUTURE-READY GROWTH TO SERVE THE NEEDS OF THE RURAL MID-ATLANTIC REGION

Further Reading:

Conclusions from a Research Study into Workforce Management Practises Amongst Service-Centric Companies

Want to know more?

Further Reading:

RTE and Nidec Industrial Solutions Launch “Ringo”, the First experiment in the World for the Automated Management of a Large-Scale Battery System

WITH THIS MAJOR PROJECT, THE TWO GROUPS ARE PROMOTING THE DEVELOPMENT OF ELECTRICITY STORAGE WHICH IS ESSENTIAL IN DRIVING THE EVOLUTION OF THE ENERGY MARKET TOWARDS GREATER SUSTAINABILITY

Further Reading:

Is There Enough Transparency in the Disciplinary Processes of Service-Centric Companies?

Want to know more?

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