Cyber security provider F-Secure launched F-Secure Elements: a new cloud-based platform that streamlines how organizations provision cyber security services.

Available from F-Secure’s service partners with fixed-term license subscriptions, or usage-based billing for greater flexibility, F-Secure Elements empowers organizations to pick cyber security services on terms that accommodate their needs.

Many organizations operate in complex environments dominated by a range of dynamic risks and opportunities. Keeping these complexities in mind, as well as the rising costs of security and the lack of experienced security professionals, it’s no surprise that an overwhelming number of organizations want to simplify how they source cyber security capabilities.

F-SECURE ELEMENTS IS THE FIRST CLOUD-BASED PLATFORM CREATED TO EMPOWER ORGANIZATIONS WITH FAST, FLEXIBLE, AND EASY ACCESS TO CYBER SECURITY SERVICES.

F-Secure Executive Vice President of Business Security Juha Kivikoski says these demands are driving a shift toward providing cyber security as services rather than products.

“Even with updates, products are static and can’t adapt fast enough to keep up with threats, or businesses, as they evolve. Services help businesses stay agile and are more cost-effective when delivered right, which is why the future of our industry is in delivering everything as a service,” he explained. “Having a platform designed for the servitization of cyber security can help organizations get better protection, which is why simplicity and flexibility are F-Secure Elements’ core design principles.”

F-Secure Elements is a modular platform that combines endpoint protection, endpoint detection and response, vulnerability management, and collaboration protection for cloud services (such as Microsoft Office 365).

F-Secure Elements’ key capabilities and benefits include:

• Comprehensive situational awareness and meaningful visibility across assets, configurations, vulnerabilities, threats, and events.
• Streamlined and autonomous operations to ensure efficient workflows and faster responses to real threats.
• Real-time, connected data flow between elements to enable faster detection of threats.
• Intelligent, extended detection and response capabilities for data-informed decisions.
• On-demand option to elevate difficult cases to F-Secure experts.

Usage-based pricing simplifies path to growth

A recent Forrester report emphasized the increasing importance for flexibility and usage-based pricing*: "During the pandemic, many clients became frustrated when vendors wouldn't lower license usage below baselines, even though the organization's usage had dropped off because of staff furloughs. Examine contracts and ask for flexibility to alter the licensing baseline under certain conditions and for the ability to carry forward unused license entitlements into the next year without additional charge."

With the transparency on usage provided via F-Secure Elements’ detailed invoicing for usage-based billing, organizations can make informed decisions on how to control security investments to prevent paying for idle licenses, or services they don’t need.

“Usage-based pricing helps organizations develop and adjust their security capabilities to focus on outcomes, and move from ownership to usership,” said Kivikoski.

F-Secure Elements was launched at SPECIES, F-Secure’s annual global partner conference. Video is available here: https://www.youtube.com/watch?v=axLDbj1_Nb4.

More information on F-Secure Elements is available here: https://www.f-secure.com/elements.

*Source: Forrester: How To Save Money In Security Software Negotiations: Techniques For Preparing For And Conducting Security Software Negotiations To Increase Value. Paul McKay, Sean Ryan, and Mark Bartrick, October 13, 2020.

Further Reading:

• Read more about Servitization @ www.fieldservicenews.com/servitization-and-advanced-services
• Read more about Cyber Security @ www.fieldservicenews.com/cyber-security
• Learn more about F-Secure @ www.f-secure.com
• Read more about F-Secure on Field Service News @ www.fieldservicenews.com/f-secure
• Follow F-Secure on Twitter @ twitter.com/FSecure

Data management specialist Proact has signed a new partner agreement with LogicMonitor to enable Proact and its customers to better collect and consolidate critical performance and operational data on their IT infrastructure and cloud services.

THE PARTNERSHIP WITH LOGICMONITOR WILL ENHANCE PROACT EXISTING MANAGEMENT CLOUD SERVICES

We are excited about this new partnership as we are seeing a strong market trend in movement towards AIOps. It’s a new mindset within IT operations where machine learning is applied to collected data, to predict what will happen within certain environments. This new partnership will benefit both customers that decide to operate our monitoring platforms themselves and those who use our Managed Cloud Services” says Per Sedihn, CTO and VP, Portfolio and Technology at Proact IT Group AB.

“LogicMonitor continues to evolve its partner strategy to focus not only on global expansion, but also on hyper-localisation. In the wake of the pandemic, many enterprises have turned to local organisations with market leading expertise to address their business needs,” says Sanjay Gupta, Global Vice President of Channels and Alliances at LogicMonitor. “We recognize the power in aligning with companies that not only have a global footprint but also established trust within their local markets. Partnering with Proact extends LogicMonitor’s availability via a trusted global IT managed services provider who has strong local ties within their key markets.”

The new partner agreement with LogicMonitor stretches across all countries in which Proact operates and will also act as a foundation for enhancing Proacts existing managed cloud services.

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about Artificial Intelligence @ www.fieldservicenews.com/artificial-intelligence
• Learn more about Proact @ www.proact.eu
• Find out more about LogicMonitor @ www.logicmonitor.com
• Follow Proact on Twitter @ twitter.com/proact_it

Strata Logistics has seen its fleet mpg soar by 12 per cent thanks to connected technology introduced to improve productivity, driver behaviour and tachograph compliance.

The Letchworth-based haulier’s integrated solution combines Webfleet Solutions’ fleet management platform WEBFLEET, connected cameras from VisionTrack, TDi Software’s TransMaS traffic management system and disc-check tachograph software.

WEBFLEET’s OptiDrive 360 functionality highlights dangerous or inefficient driving, profiling drivers based on incidents such as harsh braking, sharp cornering or speeding. VisionTrack’s connected cameras, meanwhile, provide associated video evidence for every event.

THE TECHNOLOGY ALLOWS STRATA TO STREAMLINE ITS WORKFLOW MANAGEMENT AND SIGNIFICANTLY REDUCE FLEET ADMIN TIME

“The improvement in our average fuel consumption has been helped in no small part by a 75 per cent reduction in speeding and a 50 per cent drop in vehicle idling incidents,” said Paul White, Managing Director, Strata Logistics

“We also expect our maintenance spend to fall as we experience less wear and tear on vehicle components, such as tyres and brakes."

By using a single software interface, Strata has also streamlined its workflow management and seen a significant reduction in fleet admin time.

Jobs can now be scheduled dynamically, with daily job itineraries sent to drivers via Webfleet Solutions’ PRO 8375 TRUCK ruggedized terminals. As jobs are accepted by Strata’s drivers, the system automatically provides truck-specific navigation instructions and accurate ETAs, meaning customers can be notified when their deliveries are due to arrive.

“We had previously relied heavily on manual planning, but the introduction of the integrated WEBFLEET and TransMaS solution has been revolutionary,” White added.

“We have seen fantastic gains in productivity and now have full visibility over our entire operation."

In addition, the combination of WEBFLEET TachoShare with TDi’s disc-check is making life easier for Strata to remain compliant with tachograph regulations.

TachoShare has taken responsibility away from the company’s drivers by automating the remote download of driver card and vehicle unit data, saving them time through reduced administration. Disc-check then simplifies back office analysis and reporting, helping to monitor and reduce the likelihood of future infringements.

Strata Logistics’ investment in the fleet management solution was supported by TDi Software, an official Webfleet Solutions partner.

Further Reading:

• Read more about Managing the Mobile Workforce @ www.fieldservicenews.com/managing-the-mobile-workforce
• Read more about Fleet Technology @ www.fieldservicenews.com/fleet-technology
• Learn more about Strata Logistics @ stratalogistics.com
• Learn more about Webfleet Solutions  @ www.webfleet.com
• Find out more about Vision Track @ www.visiontrack.com
• Follow WebFleet Solutions on Twitter @ twitter.com/Webfleetnews

Durabook, the global rugged mobile solutions manufacturer, today announces a distribution agreement with Akhter Computers, provider of customised computer solutions.

The partnership will see Akhter selling Durabook-based solutions primarily into defence, government, public security and blue light organisations across the UK. As a prime partner for MoD organisations, Akhter is well placed to deliver innovative, customised solutions depending on need and environment.

the partnership will expand durabook's reach into defence, public safety and blue light sectors

Durabook continues to grow its customer base in the government and public security sectors around the world, including police and air forces, healthcare and military. The partnership with Akhter aims to extend this success in the UK, as defence and public security organisations look to innovate, and adopt the latest technologies even while budgets are squeezed. In return, Durabook offers greater margins, unmatched customisation and support for its distribution and reseller partners.

Alan Laffoley, CEO & Technical Director at Akhter comments; “Akhter has served the Ministry of Defence clients since 1985 and so understands the pressures of sourcing to the best-value and price-performance stipulations of government procurement guidelines. Durabook’s extensive customisation options and capabilities enables us to create more compelling solutions tailored to the varied needs of defence organisations and deliver them in a timely way.”

For more information on Durabook rugged tablets and laptops, please contact Akhter on durabook@akhter.co.uk or visit https://www.akhter.co.uk/durabook/.

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Find out more about Durabook @ www.durabook.com/
• Read more about Durabook on Field Service News @ www.fieldservicenews.com/all-about-durabook
• Learn more about Akhter @ www.akhter.co.uk
• Follow IFS on Twitter @ twitter.com/Durabook

Trackunit has announced that Hg, a leading global software investor, has agreed to acquire a controlling interest in the company from Goldman Sachs and GRO Capital.

The addition of Hg as the new owner provides specialized software-as-a-service (SaaS) expertise at a time of increasing technology mobilization within the construction industry. Trackunit, a global leader in software-led telematics solutions for off-highway vehicles and the construction market, is now positioned to intensify its global expansion.

Hg is a leading global software investor, with capabilities to support Trackunit accelerated growth programme

Commenting on the new investment, Soeren Brogaard, CEO, Trackunit stated, “GRO Capital and Goldman Sachs have been exceptional partners during the last five years and helped us solidify our mission and execute against it. We are proud to have attracted investment from Hg, which comes at a tipping point for the digitalization of construction. Hg’s understanding, experience and focus on scaling leading SaaS companies provides Trackunit with a knowledgeable partner to consolidate and realize our ambitions in a growing global industry.”

Florian Wolff, Partner at Hg, said: “Soeren and the team have led Trackunit to create a best-in-class, SaaS product for its ever-growing customer base. The business has become a key leader and long-term winner in what is a very interesting, global niche segment. We believe that the business has significant organic growth and attractive expansion opportunities ahead of it. We’re really excited about what we can achieve together.”

Nick Jordan, Partner at Hg, said: “Trackunit is a very high-quality business. We believe that Hg’s deep sector knowledge and operational expertise in the software and telematics space will add further support to this impressive track-record. Our experience in internationalization, the evolution of software and data and the further development of sales channels will add up to an even greater experience for Trackunit’s customers, as well as an exciting growth trajectory for the business.”

Construction industry reached tipping point for Digital Transformation

Recent market reports from IDC Worldwide and McKinsey - the next software disruption – illustrate that SaaS has achieved over 25% share of the market for software solutions in the construction sector. Moreover, the increase in connectivity is growing and will amplify the opportunity for SaaS solutions across a global market.

Trackunit is a driving force in the digitization of the construction sector, serving equipment manufacturers, rental companies and contractors, connecting construction equipment and processing data to the cloud to deliver value-added insights. With the new owners on board the Trackunit team remains committed to solving the industry’s needs, but at a faster pace and with greater ambitions.  Customers will benefit from additional investments in product, technology and new services.

Closing of the transaction is subject to customary regulatory requirements and approvals.

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Read more about the Construction Industry on Field Service News @ www.fieldservicenews.com/construction
• Read more about Trackunit on Field Service News @ www.fieldservicenews.com/trackunit
• Find out more about Trackunit @ www.trackunit.com
• Learn more about HG @ hgcapital.com

Largest acquisition to date will increase Annual Recurring Revenues and provide entry into the UK logistics market with customers including Hermes, Transport for London and Argos.

UK-based Field Service Management (FSM) software company, Totalmobile, has announced it has completed the acquisition of Cognito iQ, a Newbury-based provider of workforce management and analytics technology, to add to its comprehensive suite of software solutions.

The market leading real time analytics solution provided by Cognito iQ collects data from multiple sources to provide a clear overview of operational performance. This enables even the largest and most complex of organisations to manage data in a more effective manner, empowering their customers - that include Hermes, Transport for London and Argos - to achieve continuous improvements in productivity and efficiency.

THE ADDITION OF COGNITO IQ PROVIDES TOTALMOBILE WITH A STRONG PRESENCE IN THE FAST-GROWING LOGISTICS MARKET

The acquisition of Cognito iQ enables Totalmobile to add a best-of-breed real time performance analytics capability to an already comprehensive suite of end-to-end Field Service Management technologies, enabling customers to manage data better and closely analyse ongoing operations via a control room that ensures services are being delivered efficiently and KPIs are being met.

This highly capable technology will be rebranded and launched as Totalmobile’s new ‘Analyse’ product, presenting a significant opportunity to offer the product to Totalmobile’s existing customer base of over 1,000 organisations, covering a range of sectors, including Government, Health and Social Care, Facilities Management, Infrastructure and Housing.

The addition of Cognito iQ also provides Totalmobile with a strong presence in the fast-growing logistics market, which has an increasing need for transformative and scalable technology due to a change in consumer behaviours accelerated by the Covid-19 pandemic.

Today’s announcement marks Totalmobile’s largest addition to date and its sixth acquisition in the last two years, delivering on a dual strategy of combining the most comprehensive suite of FSM products with deep sector expertise. It sets Totalmobile firmly on track to achieve its goal to become the world’s largest regional FSM company by the end of 2021.

Jim Darragh, CEO of Totalmobile, said, “In today’s world the ability to manage, analyse and then action operational data is critical for any organisation that is striving to provide an exceptional service. With today’s acquisition of Cognito iQ, I am delighted to announce that we have added a market leading real time analytics software solution that enables any customer to drive continuous improvement across their operations

In addition, this technology strongly complements our existing solutions which are providing our customers with mobile working, dynamic scheduling, job management, staff rostering and lone worker protection capabilities

The acquisition of Cognito iQ is the largest in the history of the company and comes shortly after the addition of utilities sector specialist GeoPal. This highlights the giant strides that we are making as we continue to accelerate our growth. I’m very excited about what the future holds and look forward to welcoming our new colleagues and customers to Totalmobile.”

Laurent Othacéhé, CEO, Cognito iQ said, “Totalmobile, with its uniquely strong position in the field service and mobile workforce management market, is the ideal springboard to take the revolutionary Cognito iQ products to market on a very large scale from day one. We very much look forward to joining the Totalmobile Group to accelerate growth and deliver transformational solutions to our customers.”

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
• Find out more about Cognito iQ @ www.cognitoiq.com
• Learn more about Totalmobile @ www.totalmobile.co.uk
• Follow Cognito iQ on Twitter @ twitter.com/Cognito_iQ
• Follow Cognito iQ on LinkedIn @ www.linkedin.com/cognito-

Innovative solutions are required if installers and service providers are to keep up with the increased need for high-speed fibre-to-the-home (FTTH) broadband connections, says a leading telecoms expert.

With 46.6% of people in employment worked from home in some capacity, according to findings from the Office of National Statistics last year, demand for fast internet speeds has skyrocketed and placed further stress on the UK’s telecommunications infrastructure. Yet obstacles to FTTH deployment, such as skilled technician shortages and difficulties coordinating homeowner appointments to set up connections, are preventing millions from accessing this transformational technology, says Paul Churm, Fibre Optics Specialist at REHAU.

“The events of 2020 have shown that fast internet speeds are not a luxury for UK homeowners, but a necessity.” Paul explains. “Ensuring fibre optic broadband for all, in line with Government’s targets of large-scale fibre-to-the-home (FTTH) uptake by 2025 will not only be crucial to ensuring the UK workforce are not impeded by slow connections, but also the wider nation’s post-pandemic economic recovery.

REHAU has launched RAUSPEED EasyConnect, a new cable blowing-in box to streamline the rollout of fibre optic broadband.

“However, with only 15% of the country currently connected to fibre-optic broadband, steps need to be taken to ensure a faster rollout. Tackling issues surrounding the blowing-in process will be key to increasing uptake and ensuring the country is future-proofed against the increasing levels of data transfer it continues to experience.”

It is with these concerns in mind that REHAU has launched RAUSPEED EasyConnect, a new cable blowing-in box to streamline the process, saving ISPs and installers both costs and time.

“FTTH installations have traditionally needed two people – one to operate the blowing-in device at the exchange, and crucially, another requiring access to the home to receive the cable,” says Paul. “This has required the homeowner to be present throughout, so trying to co-ordinate installation across multiple homes can quickly become a logistical nightmare.

“However, by externally or internally installing EasyConnect boxes at the end of the micro duct, a single installer can quickly connect multiple homes from the cable distribution point. This means only one technician is required to carry out work without downtime between individual units. Additionally, the previously supporting installer can be redeployed to additional projects, further speeding up rollout while providing greater convenience to the homeowner.”

The EasyConnect is designed with a house connection micro duct that is automatically sealed and water and gas-tight up to 0.5 bars of pressure, and slows down the cable as it enters the box. It also contains a sponge catcher to ensure the micro duct is kept free of contaminants during the blowing-in process, with humidity and excess lubrication stored within an included water tank. Excess cable lengths are available for splicing, which can be done at a later date.

Paul concludes: “If ISPs are to promptly meet the nation’s ambitious fibre optic installation targets, new innovations must be considered. A one-visit, one-technician approach could greatly assist in this, so any solution that can reduce work required for blowing-in to a minimum should be welcomed.

“As such, the innovative design of the EasyConnect box, combined with our existing RAUSPEED micro duct solution, means it is well-placed to do exactly this. Because RAUSPEED also satisfies all requirements for government grants and subsidies, these installations can be carried out alongside already-scheduled underground construction work, leading to an even more efficient process.”

For more information on fibre broadband and REHAU’s new EasyConnect system, visit:

https://www.rehau.com/uk-en/telecommunication

Further Reading:

• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Find out more about REHAU @ www.rehau.com/uk-en/
• Learn more about REHAU EasyConnect System @ www.rehau.com/uk-en/telecommunication
• Follow REHAU on LinkedIn @ www.linkedin.com/rehau/

Part of the Michelin Group, Masternaut is already renowned for its market-leading scheduling and routing technology. The partnership with Localz will see its services used to power its new “On Time” customer offering. Masternaut On Time supports operations professionals by giving them more visibility of their team in the field. In real-time, they can see planned job schedules against actual activity, automate job dispatching, and deliver text messages to end-customers with an estimated time of arrival (ETA). If an unexpected event throws an engineer off-schedule for the day, managers are notified via automated live alerts, which allows them to be proactive and agile in redirecting a resource to where it’s most needed.

Localz technology will be used to enhance customer experience and communications 

“Over recent months we have received an increased demand for services that are reflective of a consumer model. Customers want to be able to manage their personal schedules so real-time updates have become a vital part of all services, whether this is a parcel delivery or service appointment. As a customer-centric business, we wanted to bring a similar tool to our customers to help them manage their business operations more effectively. This is why we have partnered with Localz to provide the best technology to power our On Time solution,” said Gilson Santiago, CEO at Masternaut.

Engineers, through an app, can receive live updates on appointment schedules and communicate directly with customers, keeping them up to date of their ETA. Field workers can also log live updates to jobs which are then fed back into the main system, ensuring a holistic view of all jobs.

“Today’s consumers are connected and justifiably impatient as they place a high value on their time. Localz solutions are enabling leading fleet management platforms like Masternaut to offer customer experiences traditionally only seen in the consumer world. Real-time tracking and online communication are crucial to enabling not only customers, but businesses to keep track of their stock and service deliveries, ensuring great experiences for both alike. We are delighted to have been selected as the partner to power Masternaut’s On Time solution to help them continue to deliver world-class customer experiences in years to come. ” said Tim Andrew, CEO at Localz.

Further Reading:

• Read more about Managing the Mobile Workforce @ www.fieldservicenews.com/managing-the-mobile-workforce
• Read more about Localz on Field Service News @ www.fieldservicenews.com/localz
• Learn more about Localz @ www.localz.com 
• Learn more about Masternaut @ www.masternaut.com
• Follow Localz on Twitter @ twitter.com/localz
• Follow Masternaut on Twitter @ twitter.com/masternaut

The Konica Minolta field service operation has more than 2000 field service technicians across Europe in 30 National Operating Countries (NOCs), servicing over a million customer assets, such as office printers and commercial printing devices, as well as IT Hardware and Software. Cognito iQ provides mobile and analytics solutions that enable field service operations to drive efficiency and improve customer satisfaction.

Cognito iQ’s COO, Dave Webb, had an opportunity to interview Patrick Stucke Senior Manager, Service Strategy for Konica Minolta, Europe. Patrick talked about how the organisation has been working to systematically harmonize and improve field service for a number of years; their shift-left strategy focuses on the technologies and processes which enable them to reduce costs and enhance customer service.

SHIFT-LEFT IS THE FOCUS OF KONICA MINOLTA FIELD SERVICE STRATEGY

Shift left is one of those terms that means something different in different industries, or even in diverse organisations within the same industry, so Dave asked Patrick what the term means to Konica Minolta.

Patrick Stucke: Shift left is a strategy that we've been following for seven to eight years. Our approach was to look at how we serve our customers, and rank all the functions that work towards incident resolution according to the ‘cost to operate’ , and the time it takes to resolve. Then, we took the most costly and valuable resources that take the longest to fix an issue and put them all the way to the right. And we took the resources that offer the fastest fix at little-to-no cost and put it them all the way on the left. It will come as no surprise that field service technicians were very far on the right. They are precious resources: they’ve received lots of training, they are equipped with tools, they carry spare parts, and they spend a lot of time driving around in leased vehicles. By contrast, on the left, there were the systems that self-diagnose and use automatic troubleshooting and reset functions. And then between those two different poles - the service technician on the right and the automated systems on the left - there were a lot of different shades of support, such as dedicated remote support specialists and expert teams, customer care teams or end-users using self-service support.So we asked ourselves: how can we shift as much work effort from the right to the left? Doing so would enable us to reduce downtime for customers, and also operate at a more competitive price point.

Dave Webb: What sort of challenges did you face in implementing the shift-left strategy?

When we started on the process of improvement, we discovered that we had various different mobile solutions in place. In some countries, local offices would self-dispatch the technicians but in others there was a central dispatch and scheduling function. Some technicians had mobile devices, and we were getting live feedback, but at the other end of the scale, some were doing all their call processing offline, on laptops, which was quite tedious. So it was very hard to compare one operation to another, and it was also very hard for the service managers to keep up to date with what was happening in their fields.

DW: So what steps did you take to harmonize field service?

PS: When we started looking into it, we weren’t really aware what was possible, and how much having live information would improve our capabilities to serve our customers. One target we had was to give our service managers more transparency of what's happening in their field operations, and enabling them to better analyse performance. So we went looking for best practices across different countries, exploring how operations work there and what partners they were working with. The real eye opener was our UK operation, which was using Cognito iQ’s Operational Performance Analytics solution (OPA). I had not seen anything like it before. Having real-time reporting and seeing how calls move through different statuses on an easy-to-understand dashboard reinforced our conviction that we have to move to fully mobile working - mobile devices and live data. The other element that I had not seen in such intensity before was the culture of performance and thought leadership on service optimization that has been established: Cognito IQ and the Konica Minolta UK team are working in a very close relationship and mutually improving each other.

                                                                                Patrick Stucke, Konica Minolta

DW: What was it about the platform and the solution that particularly appealed to you?

PS: The platform itself is unique, I have not seen anything like it. Being able to start at the top of the organisation and get a quick overview of what's happening in the field, and then being able to drill down to the individual details - that was something I've not seen in any other tool. So we can see, for example, utilization of technicians - how much time is spent in front of the customer, how much time is spent in the car, how much time is spent idle because technicians are not utilized to the best of their capacity. And that enables us to maybe shift resources from one team to another during the day to get a better resource utilization and help the more busy areas out. That’s really actionable.The second part of the answer is the very close and good collaboration with everyone at Cognito iQ. We don't just get an off-the-shelf solution; you challenge our way of thinking, you listen to the requirements that we have and implement those into your development roadmap. And I think that's really valuable when forming a partnership between two organisations.

DW: And how do you see Cognito IQ supporting you in your shift-left initiative?

PS: A lot of the metrics within OPA show us whether we have been successful in our attempt to try and shift left. So having, for example, live visibility of our first-time-fix rate. We have different teams collaborating with each other to try and achieve that: we would first try to help our customers remotely, but if we can’t achieve a remote fix, then we would send a technician out but we would pass along all the information that we have gained through the remote fix attempts. And we would at least make sure that we send the right technician, with the right training, and who has the right spare part to the customer. Just having that visibility and transparency in the field operations goes a long way in employing the shift-left strategy.

DW: And what has been the day-to-day impact on the team? The service desk, the field operation, the field engineers themselves? What has been the response to the shift-left strategy that you've introduced?

PS: This strategy has transformed our service organisations. As we were embarking on the shift-left journey, a lot of our organisations started putting remote support specialists in place. However, these were just field technicians who were on a rotating remote support duty. They would just scan through the call queues and pick prospects for a remote fix, and call customers proactively. And through that, we saw that they maybe decrease the burden on their field service colleagues a bit. But now, more and more countries are actually changing to dedicated remote support specialists who use all the great technology that we have in place to try and resolve incidents remotely as much as possible. And if they cannot fix an issue, they pass along all the information. So we see the service desk function and the field service function move a lot closer together and support each other. That's definitely a trend we're seeing throughout our business and in our growing IT service business. The clear cut between what's happening in the field and what's happening in the back office that we've had in the past - it's not really there anymore. So it’s become really important that they all look at the same set of data and intelligence. We need to all be working to the same service level agreements, from the first contact in the Customer Care Centre, through the field service operations in the countries, up to the European support organisations. We’re all working towards resolving our incidents according to our promises to the customers.

DW: How successful has your shift-left initiative been?

PS: Well, the way we have implemented that strategy has been a guiding principle for a lot of the initiatives that we have embarked on over the years. It’s also earned us some external recognition; we’ve won a BLI Pacesetter Award for Outstanding Serviceability in Western Europe twice. And it's of course, something we're proud of, because it shows the right strategy and the right guiding principle: to reduce our cost to operate and at the same time serve our customers better.

DW: Looking ahead, what other technologies are you expecting to adopt? And what do you expect those technologies to bring to your shift left strategy?

PS: One area that we have invested in already and want to grow is predictive analytics. We have systems in place already that notify us about possible downtimes, in advance. In some cases, we're able to resolve possible sources of a downtime for customers before anything happens. And we want to fine tune those algorithms even more and employ them for new use cases. We have also developed a lot of own technologies as part of the shift-left strategy implementation. One example is our AIRe Link platform, which is a remote video support system that enables us to connect to our end-users phone cameras, without them needing to install an app on their phone. That gives us a visual impression of what our end-users see when they try to operate the system, instead of just listening to the issues that they describe. And it's very easy to use due to the fact that we don't have to install applications on customer mobile phones.So that helps us a lot in our remote support attempts, especially at the moment where we are trying to avoid having to visit end customers at all, so we don’t put people in harm's way. This platform has been so successful that we're not only using it ourselves, but we're also offering it commercially. Together with Cognito iQ, we’re looking forward to the next generation platform of OPA, which will give us even better insights into operations. And because we can see trends developing throughout the day, in the dashboards that you provide to us, I think that soon you will be able to give us a glimpse into the future.

DW: As you say, the predictive aspect is very much a journey we're on together. At the moment OPA enables you to replay the operational day, but we're looking at playing it forward into predicting based on the data that we can see for tomorrow and beyond.

PS: That will certainly help us to serve our customers even better. And that's really an exciting prospect.

To find out more about any of the topics discussed in this interview please get in touch www.cognitoiq.com

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-