When software giant Microsoft announced a raft of highly service orientated features in the latest roll out of Microsoft Dynamics it was clear they were aiming to help their customers, help their customers. But how does that translate into Field...
ARCHIVE FOR THE ‘features’ CATEGORY
Jul 04, 2016 • Features • fieldone • Interview • Software and Apps • software and apps
When software giant Microsoft announced a raft of highly service orientated features in the latest roll out of Microsoft Dynamics it was clear they were aiming to help their customers, help their customers. But how does that translate into Field service, the dedicated FSM solution acquired by Microsoft last year? Kris Oldland spoke to Carsten Groth to find out more...
Often when a major player in the software world acquires a smaller, niche business one of two things happen.
Either the smaller company gets swallowed up never to be heard of again, or they continue with their brand but as priorities and focusses change they slowly lose a grip on what it is that made them a success in the first place.
Either way there are usually a few fairly easily found voices of discontent somewhere.
But when Microsoft acquired FieldOne (now rebranded to Field Service) in the summer of last year the move went particularly smoothly and it seems to have continued in that vein ever since.
Carsten Groth, A Technology Solution Professional within Microsoft explained that much of the seamless transition could be put down to the way in which Microsoft work with partner developers and ISVs, which is driven by a technology platform that fosters collaboration and integration across the network.
“Basically it is because under the hood of Microsoft Dynamics CRM we have something called the XRM framework which allows partners as well as ISVs to build on top of it,” he explains.
“Think of it like a Lego brick system, so Dynamics CRM is that Lego brick system, then you decide if you build a police station or a fire station.”
“The FieldOne solution came from a global ISV standpoint and what they did was build that ISV solution based on the XRM framework so they reused certain functionalities and entities coming from Dynamic’s CRM because they saw that inside field service there was a definite niche for certain types of data,”he adds.
“They [the FieldOne team] already knew about field service, what are the needs, what are the pain points in it and then they built on top of that XRM framework a field service solution.” “So when FieldOne was acquired by Microsoft there were no pain points as it was a hundred per cent solution fitting inside that XRM story.”
“Basically the only adjustment was the transition from having FieldOne as accompany to having Microsoft as a bigger company.”
So how is the product evolving from FieldOne to Field Service with such heavyweight backing?
“We think of field service as a broad area,” begins Groth, “we do have small specialisations like the medical industry or automotive, but I think perhaps 69% to 75% of challenges are maybe equal.”
“Processes are ever changing and what we as a concept are trying to bring out ‘is here is a change management ability inside your organisation…”
“For example, feedback from one of your field service technicians saying ‘every day I’m starting my business day it is a lot of effort for me to give you a status feedback - can we simplify it? Is there a way to do that?’ This is exactly what we are able to do inside Field Service. We come up with systems with an easy, simple UI experience that allow companies to form a better connection between mobility devices and all those interactions with the back office.”
“We are trying to change the way field service companies engage both internally and with their customers, by introducing what we call Connected Field Service, which you can now do in the Cloud, with a concept that is a horizontal solution which will still totally align to your vertical business. We then have vertical instruments such as healthcare for instance, to provide a nice smooth kick-off within that system.”
Given Microsoft’s position as a top tier Cloud services provider, and Groth’s reference to Field Service’s own Cloud functionality, this seems like a perfect time to address the ever-present elephant in the room. Namely Cloud security.
“One of the biggest benefits that Microsoft has is that we can do both the Cloud experience as well as the on-premise experience,” replies Groth.
“So if there is any reason that we cannot go with you to those Cloud services, we can still fall back to the on-premise models.”
[quote float="left"]"We do have customers struggling with firewalls, policies, or they might even have more specific laws inside certain countries, so what we are trying to do is find spots where we can introduce Cloud services and then make their lives easier..."[/quote]“We do have customers struggling with firewalls, policies, or they might even have more specific laws inside certain countries, so what we are trying to do is find spots where we can introduce Cloud services and then make their lives easier.”
“Sometimes the worries are simply because they read news stories about the unsafe Cloud and different types of compliance issues inside the Cloud. But that is changing, it’s changing a lot.”
So does Groth see a growing momentum, in terms of companies wanting to move their field service offerings to the Cloud?
“We do have customers struggling with firewalls, policies, or they might even have more specific laws inside certain countries, so what we are trying to do is find spots where we can introduce Cloud services and then make their lives easier…”
“Definitely, people are struggling with making their work easier and the Cloud and Cloud Services can definitely do that.”
“But it’s new technology and new methodology that we have to learn. It’s like if your not well trained in Outlook, you may well end up having an inbox with 2000 or more unread emails – should it be like that? Definitely not!”
“Why is it like that? It’s because you’ve not been trained in the Outlook experience. And it’s pretty much the same with the Cloud – you must be trained to use Cloud Services and what they are.”
“It’s new technology and new methodology that we have to learn. It’s like if your not well trained in Outlook, you may well end up having an inbox with 2000 or more unread emails…”
“It’s actually even more complicated because we also have the management conversation as well, bringing in processes and organisational structure elements as well” comments Groth.
“So we have the management coming in and saying this is the way we set out our internal processes are you able to actually adjust the software, or are we able to adjust the software, to continue to allow us to do these processes in this way?”
When Microsoft rolled out the latest feature set of Dynamics in the 2016 release their was a lot of focus on knowledge sharing, to empower contact centre agents by putting the right information they need in front of them as quickly and effortlessly as possible.
With knowledge sharing being a critical tool for field service companies facing a potential crisis, with the prospect of an ageing workforce set to leave on mass in the not too distant future, it would be interesting to see if this level of functionality could now be ingrained into the Field Service product suite as well.
Fortunately, it seems this is very much all part of the plan at Microsoft.
As Groth outlines “Imagine you’re a field technician, trained on a specific device, scheduled to perform maintenance on a customer site. You open up the log board and maintenance files and figure out it’s not revision A that you have been trained on but revision B that is required.”
“Wouldn’t it be nice to have the capabilities of accessing a knowledge base on the fly to see what are the differences between revision A and revision B? Maybe there are not that many changes in the revision so the field service technician could still provide the maintenance to that customer on site once he sees the difference between A and B?”
“We enabled this by offering, inside Microsoft Dynamics CRM 2016, capabilities for these knowledge banks. We even go a little bit further where we are enabling the field service technicians as well as others to comment whether that specific article was useful or not.”
So it seems again the strength of the wider Microsoft platform, is adding weight to the feature set of Field Service.
Of course, other field service solutions, as Groth (who previously worked for German based scheduling and optimisation solution providers FLS) will attest, are easily able to plug into the XRM framework too, or even add further functionality to Field Service, adding ‘one more Lego block to the tower’ as Groth describes it.
“There is also a tangible shift towards field service solutions being part of a wider ecosystem with the likes of Oracle and Salesforce following in the footsteps of ERP provider IFS…”
There are of course arguments both for and against the case for integrated solutions versus stand-alone, and that is consideration each individual company must take.
However, with the acquisition and integration of Field One into their platform Microsoft are now a very, very solid option once more for field service.
Be social and share this feature
Jul 01, 2016 • Features • Management • management • Outsorucing • Field Service Management Systems
Adapting to rapidly changing technology is key to keeping up with – or even outrunning – competition. But sometimes internal staff don’t have the time or skills to manage complex IT infrastructure of office technology, making it necessary to seek...
Adapting to rapidly changing technology is key to keeping up with – or even outrunning – competition. But sometimes internal staff don’t have the time or skills to manage complex IT infrastructure of office technology, making it necessary to seek out a supplement to your business’ IT department. Matt Kingswood, Head of IT Specialists UK (ITS) explains more..
The good news is there are a number of vendors that are keen to take the pressure off your internal IT staff by offering field service, where the vendor handles key parts of your on-site IT needs, such as hardware repairs or desktop and server support. Called managed service providers (MSPs), these vendors specialise in managing key pieces of their clients’ IT infrastructure. The challenge is knowing what to look for when working with an MSP to build an effective field service strategy. As head of nationwide managed service provider IT Specialists (ITS), I’ve found the following five tips to be the most helpful.
1. Find a provider with high service levels.
In today’s on-demand culture, your customers expect immediate service and don’t tolerate downtime. If broken hardware would prevent you from providing an expected level of service, you need to
The last thing you want is to have to wait for the field engineer to order spare parts before they can repair the equipment."
Of course, one of the best ways to gauge the MSP’s commitment to quality service is to ask to see the provider’s service level agreement (SLA). The SLA states that the vendor will provide services measured by predefined, quantifiable metrics. If the vendor can’t fulfil these obligations, the SLA gives you recourse.
2, Decide on the need for preventative services.
Even better than achieving a first-time fix is preventing a system malfunction in the first place. This is particularly important if your business has recovery time objectives to meet for business continuity and disaster recovery purposes. How will the MSP you’re considering prevent system errors?
At ITS, for example, we use N-able to manage printers for Howden’s Joinery, a UK-based manufacturer and supplier of kitchens and joinery products. Previously, Howden’s printers were not networked, consumables were unmonitored, supplies replenishment was not automated, and paper use was not cost-effective. Having implemented monitoring software (after networking the printers), we are now able to address any issues with the printers and manage the supply of consumables.
3. Select a partner that adapts to technology changes.
“Innovate or die” is a mantra technology companies love to repeat, but it applies to virtually any business. In the next 20 years, says futurist Ray Kurzweil, technology will change so drastically that it will pale in comparison to the previous 20 years.
If your business is going to keep up, you need to work with a forward-thinking MSP that keeps pace with technology and is able to meet your growing business’s needs.
For an example of how an MSP can identify and respond to a client’s needs, consider our client Baxter Freight. Baxter wanted us to not only provide new hardware and build a network but also brainstorm ways to future-proof their business. The plans had to benefit both ITS and Baxter, with products that were cost-effective for both businesses. Working together, the ITS team created a strategy for improving Baxter’s business resilience. The strategy included plans to adopt larger products, such as a managed cloud-based disaster recovery as a service platform, as the business became more established.
4. Make regulatory compliance a priority.
Regulatory compliance is a pressing concern across multiple industries. If your organisation is in a regulated industry, you need to work with an MSP that can help you adhere to the appropriate regulations – especially if engineers will be working on hardware containing confidential data.
Ask if the MSP has adopted a business continuity standard or undergone a third-party accreditation process to achieve a certification. Examples of these certifications include ISO 9001 (for quality management systems) and ISO 27001 (for information security management systems).
5. Ensure you don’t void your hardware warranties.
If an unqualified engineer works on your hardware, you risk voiding your hardware warranties. Keep your warranties intact by verifying your MSP’s field engineers are fully qualified to repair equipment from an array of manufacturers. Because technology is changing, it’s also a good idea to ask whether the MSP invests in ongoing training and additional certifications for its engineers.
There’s no doubt that the field service options on the market are overwhelming. However, if you follow these five tips when building your outsourced field management strategy, you can successfully develop an effective outsourced field service strategy. You’ll not only take the pressure off your internal staff but also gain the edge over your competitors.
Be social and share this feature
Jun 30, 2016 • Features • Software & Apps • servicemax • Software and Apps
With the recent launch of ServiceMax Service Performance Metrics™ the Californian based field service software provider has created a new tool that sits between the worlds of consulting and technology. But what exactly is Service Performance Metrics...
With the recent launch of ServiceMax Service Performance Metrics™ the Californian based field service software provider has created a new tool that sits between the worlds of consulting and technology. But what exactly is Service Performance Metrics and will this see a shift towards professional services for ServiceMax? To find out more Kris Oldland spoke exclusively to Rei Kasai...
KO: You’ve mentioned previously that you see ServiceMax very much as a field service company providing technology rather than a technology company providing a field service solution. How big of a differentiator is that amongst those other companies in the space?
RK: I think to be fair, it’s why we have been successful. Going back to comments from customers on why they choose us; they view us as experts, they view us as “You are field service”. It’s interesting seeing it that way because it’s not just the technology, that’s just one aspect of it and there are many great technology companies out there; but the big difference is, how do you apply those things into real-world business problems and solve them at scale?
"I think, if you look at what we’re doing, it’s not just taking these technologies but empowering them into these common practices and I think that’s what the big difference is..."
We need to democratise this and make this knowledge more widely available, that’s our job as a company to bring this value set to everyone in our ecosystem. So we brought those best practices, from a measurement point of view and then put them into a product so our clients can take advantage of it.
These are common metrics, all interpreted in a different way, but we made it so that it could be available to anyone as a customer.
KO: So what makes this new development so exciting, because let’s face it, every FSM software company out there seems to be talking about analytics tools right now...
RK: They’re talking about the technology aspect.
But there’s two components of what we are doing; one is that if you cannot measure, you can’t improve. So we start with what should I measure? Well, we have an opinion on what you should be measuring and that is based on what the best-in-class companies are measuring and then we codify that as eight standard metrics within the technology.
How do I visualise that in a dashboard, how do I slice that data over time? That’s the technology aspect.
But to even come to an opinion on first time to fix, time to repair with a contract attached etc, you need to understand what you should be measuring.
In the second piece, we have what we call ‘catalyst’ and catalyst is what you can imagine as the packaging of process.
"Service has not really changed from a procedure point of view over the last 20 years..."
Some companies may or may not know what those processes should be and so going back to why they come to us, it’s like “Oh, you understand how service business should run. You understand how we run” and so we could even help them run better.
KO: Would you say that this is positioning ServiceMax essentially as a much as a consultancy as you are a technology company?
RK: No, we’re still a software company.
KO: But there’s something more here, isn’t there?
RK: I ‘d say it’s really about capturing the knowledge of hundreds of years of domain experience by all these industry people that we’ve hired onto our team.
Because it’s one thing to consult a customer, to gauge and understand their problems and eventually come up with solutions to them but how do you enable that into the technology so you can scale this?
You may not be able to afford those expensive services but how do I democratise this for everyone in the ServiceMax family?
it’s one thing to consult a customer, to gauge and understand their problems and eventually come up with solutions to them but how do you enable that into the technology so you can scale this?
RK: Exactly. I think in the end, from a customer point of view, there’s a whole personal connection - but how do they drive value? How do they become the champion within the organisation? They become the leader and we enable them in that way.
KO: Is it applicable across all different verticals?
RK: I think at minimum it’s having the understanding and part of that is education, some customers may not know any better. So, how do we empower them with the knowledge to do something better for their business and then drive that?
I think that’s part of our major difference why people choose us.
KO: That’s an interesting point because obviously there’s a journey of continuous improvement for most companies so how easily does the solution evolve? Because obviously today’s best practice may not be tomorrow’s...
RK: Exactly. And that’s why I think, how do we make it flexible? Because we know that we want people to change as part of how we believe we can make the biggest advances.
We want people to change, so how does the technology allow that? We have to measure that change so we can improve it, it all circles back to if you can’t measure, you can’t improve.
But at the same time a measurement and also a solution, is a point in time of where that company was in their lifecycle. As it grows and we help companies go through that maturity, how do we enable our customers beyond this?
That is all part of our product strategy and as we add other elements and components into the solutions we will see it evolve further.
KO: Coming back to the Service Performance Metrics specifically as a tool, how much is it about the technology and algorithms and how much is about the insight from your customer transformation team?
RK: This is where we get into some of how we design products, in effect it’s about not coming up with technology and then trying to find use cases but instead everything is brimming out from the use cases.
We see our most successful implementations driven this way especially compared to those companies who go ‘Here are 300 features, go implement them’.
And so, with that foresight, it’s very easy to engineer those things because if you have that foresight to know where you want to go with it, it’s much easier to plan and much easier to execute and I think that has really helped us.
I think with the global customer transformation team and the engineering team being in close partnership has enabled us to deliver these analytics but that’s just the first stage. You have 96% contract attachment rate - great, so...what does that mean?
But the reality is it’s comparisons that will add value.
So we also have a notion of time-based series analytics built in. It’s analytics of how you do in comparisons over a period of time as it relates to revenue, cost and time. Those are some of the metrics that we are able to measure.
KO: There’s a position I firmly believe in, which is that in field services the implementation of any service provider software should be viewed as a business investment rather than a technology investment.
RK: It is.
KO: So do you think products like Service Performance Metrics will help service directors make this distinction to their executive boards?
RK: Absolutely. Because it’s ‘How do I translate the business case into true requirements for a solution.’ But also keep in mind the day to day realities of executing the processes.
You really don’t want to re-implement again in the near future so instead of looking at it from the point of view, of ‘I’ve got to get this solution live as fast as possible and just re-do what I have now, but with some automation’, understand that this is a time for change.
Having that point of view and the team understanding that as a goal, and as an outcome focused point of view -it changes the way that you implement.
You really don’t want to re-implement again in the near future so instead of looking at it from the point of view, of ‘I’ve got to get this solution live as fast as possible and just re-do what I have now, but with some automation’, understand that this is a time for change. And if you were to think of it in that way, what should you measure and act on? What are the key things that you need to measure to move the business forward? Then think about how you can implement the solution to achieve that.
I think that approach can really help. We see our most successful implementations driven this way especially compared to those companies who go ‘Here are 300 features, go implement them’.
Be social and share this feature
Jun 29, 2016 • Features • Hardware • Gen2Wav • Reviews • HandsOn • rugged
The introduction of the smartphone, and in particular the iPhone in 2007, caused a seismic shift in terms of mobile computing in field service. However, consumer devices have their limitations when it comes to durability and reliability in the...
The introduction of the smartphone, and in particular the iPhone in 2007, caused a seismic shift in terms of mobile computing in field service. However, consumer devices have their limitations when it comes to durability and reliability in the field, especially when compared to devices such as Handheld computers that are designed for such use. But with the emergence of a new breed of rugged smartphones geared specifically for field use is that set to change?
As part of our hands on series we take a look at one of the latest such devices, Gen2Wave’s RP1600 rugged Android Smartphone...
What the manufacturers say...
Launched in the UK in February this year, Gen2Wave’s RP1600, is the first octa-core rugged Android industrial Smartphone.
The RP1600 has stand-out performance thanks to its 1.8GHz octa-core processor (Samsung, Exynos5430), 3GB RAM and 16GB ROM on an Android Kit-Kat 4.0 O/S, allowing high-speed parallel processing across eight apps and sufficient RAM space for multi-tasking without delay.
The RP1600 has a tested and proven IP64 rating withstanding drops up to 1.5m.
Adding this to the compact 4.3 inch sunlight readable display, available in either resistive or capacitive touch, this Smartphone is ideal for durability in harsher conditions.
With extended battery options and simple battery swap-out, this device is particularly suitable for mobile workers who need business-critical information on the move in order to carry out their work in an efficient way.
This device delivers a range of communication options including Bluetooth 4.0+HS, WiFi IEEE 802.11 a/b/g/n, and embedded A-GPS; assisting the mobile worker with real-time access to important data, increasing productivity and accuracy.
The RP1600 comes with Gen2Wave’s KIOSK feature which enables businesses to restrict the use of applications, limit file access, allows for website blocking and the control of WiFi, Bluetooth or phone usage.
First impressions...
There is undeniably a gap in the market sat right between rugged handheld computers and consumer smartphones.
In fact there are actually two distinct gaps.
"There is undeniably a gap in the market sat right between rugged handheld computers and consumer smartphones..."
Then there is a secondary gap, for what are perhaps best defined as industrial rugged smartphones.
Devices that meet the above rugged criteria but also incorporate further additional features such as barcode scanners, which are specifically designed to improve and enhance the workflow of their business users.
The RP series of rugged smartphones firmly sits in this latter category, and the RP1600 is certainly one of the best looking examples of this relatively small market that I have seen to date.
Front on it looks far more like a consumer device than many of it’s competitors with a large 4.3 inch touch-screen display and smooth curved lines, challenging devices such as Zebra’s gorgeous looking TC55.
And whilst selecting a device for your field service engineers is not about a beauty parade, aesthetics shouldn’t be overlooked when it comes to gaining engineer approval and thus enhancing adoption rates.
In hand the device whilst of course not as light as a consumer device, is certainly not cumbersome, whilst still feeling nice and sturdy.
In comparison to other similar devices the RP1600 comes in around the expected range of 250g (up to 300g with extended battery) which is just about 10% heavier than the TC55 but significantly lighter than Trimble’s Juno T41s which weighs in at 400g.
All in all, the RP1600 looks the part, but how does it perform?
Processing power
"Whilst selecting a device for your field service engineers is not about a beauty parade, aesthetics shouldn’t be overlooked when it comes to gaining engineer approval and thus enhancing adoption rates..."
And in terms of processing power the RP1600 is comfortably leading the pack.
In fact its 1.8GHz Octa-core processor alongside 3GB Ram puts it in a similar bracket to a reasonably high-end consumer device such as Samsung’s Galaxy Note 4. Amongst its peers only the TC55 with a 1.5Ghz dual processor comes remotely close.
There is also plenty of storage space with 16GB internal memory, plus support for up to 32GB on an external micro SD, which again compares well to its main rivals with only the optimum configuration of the Juno T41S besting it.
Operating system
The RP1600 comes with Android 4.4 KitKat operating system however it is upgradeable to Android 5.1 Lollipop.
Whilst 4.4 is certainly a capable OS, the option to upgrade to 5.1 is definitely a bonus and one that isn’t available on many similar devices.
Given that one of the key benefits of an Android device is that there is a familiarity to the OS due to the prevalence of the platform in the consumer world, it could be well worth exploring the upgrade as in the consumer realm many Android devices are now running 5.0 and the look and feel of the two different versions is substantial.
There are also some general performance enhancements on the newer OS as well as some additional features including enhanced battery life, notifications and security all of which are of benefit to a device being deployed to field workers.
It's also worth noting that the RP series also comes in a Windows flavour in the RP1300 albeit with a slightly less impressive set of specs.
The Ins & Outs:
The major selling point for the RP1600 and all of the devices within this bracket, is the inclusion of a dedicated barcode scanner.
"The RP1600 is capable of processing both 1D and 2D barcodes and features an easily accessible quick button for activating the scanner, which is pretty much the standard for such devices..."
Other than this, the device comes with an additional 4 short keys for navigation, supports USB2.0 and also accepts stylus input.
It also has a 13 megapixel camera with auto focus and flash, which again is ahead of its peers.
The one omission that would perhaps of been useful for those out in the field would have been a 3.5mm audio input. However, the device does come with Bluetooth v4.0+HS and has dedicated headset support. However this is of course reliant on providing your engineers with a bluetooth headsets, which are far more expensive than their wired equivalents.
Connectivity:
As mentioned above the RP1600 like the TC55 supports the Bluetooth 4.0 compared to the Juno T41S and the Dolphin 70E which come with Bluetooth 2.1.
This is particularly useful for field service companies as we look to the future as 4.0 is geared much more towards IoT than its older counterpart.
When it comes to wifi the RP1600 is capable of working with all standards of WiFi with the exception of 802.11ac which means that the device can potentially operate on the 5Ghz channel although not as effectively as a device boasting 802.11ac. This is however, par for the course within the form factor and none of the RP1600’s competitors offer better.
"The RP1600 also edges ahead of its rivals in terms of mobile internet with support for 4G LTE which is not seen amongst other similar devices..."
Finally, there is a potential to include NFC capabilities within the RP1600, a benefit the device shares with both the Dolphin 70E and the T55.
Ruggedity:
With an IP rating of 64 the RP1600 is fully resistant to dust ingress. However, in terms of its ability to be protected from water, it is splash proof but nothing more.
"With an IP rating of 64 the RP1600 is fully resistant to dust ingress. However, in terms of its ability to be protected from water, it is splash proof but nothing more..."
In terms of its ability to withstand the occasional knock or two?
Well, the RP1600 is allegedly capable of surviving tests of 1.5m drop onto concrete, and the device we had for review certainly coped with such a drop. However, it is unclear if the device was put through the MilStd 810g testing process, which many of its peers have done.
This could just be information lacking from the spec sheet, or it could be that Gen2Wav used a different approach to testing. However, this does raise a potential red flag when it comes to comparing it with similar devices.
Battery Life:
Finally in terms of battery life the RP1600 comes with three options:
[unordered_list style="bullet"]
- 1860mA/h Li-Ion
- Extended : 4000mA/h Li-Ion
- Medium : 2860mA/h Li-Ion[/unordered_list] Standard :
Also as the RP1600 also features a built-in backup battery, hot swapping of batteries should be possible, allowing for potentially infinite battery life as long as you have an additional battery especially as the charging cradle (which is included in the box) for the RP1600 also allows for charging an additional battery.
Conclusion:
There is no denying that the RP1600 is an impressive device.
"Its Achilles heel perhaps lies within its rugged specs..."
If you are looking for a device that is going to take a bit of a pounding and definitely get wet once in a while then it may be worth looking at some of the more robust options of the form factor.
However, that said, the RP1600 is both pretty and powerful, is certainly rugged enough for most field environments and would definitely be a good option.
Be social and share this review
Jun 28, 2016 • Features • Future of FIeld Service • millenials • HR
The shift from Boomers to Millennials represents one of the greatest cultural workforce shifts perhaps ever seen, but for field service companies the rise of the millennial is nothing to fear writes Kris Oldland...
The shift from Boomers to Millennials represents one of the greatest cultural workforce shifts perhaps ever seen, but for field service companies the rise of the millennial is nothing to fear writes Kris Oldland...
As a card carrying member of Generation X I’ve always felt some empathy with both the Baby Boomer generation that preceded us and the Millennial generation that followed.
However, the two inhabit very, very separate worlds with very, very different ideals, beliefs and outlooks on life.
With the ageing workforce posing a potential crisis for many field service companies, they now face the unenviable task of migrating from Boomer to Millennial and somehow balancing a shift from two generations that contrast perhaps more than any other before.
However, the good news is that despite being famously labelled the ‘me, me, me generation’ actually Millennials could quite possibly be the perfect match for modern field service.
Here are nine reasons why...
Millennials are natural collaborators
One of the biggest challenges of an ageing workforce in the field service sector is that for many Baby Boomers knowledge and experience is a badge of honour and as such they are not natural sharers of that knowledge.
Whilst capturing that knowledge before it walks out your door is vital, distilling it and transmitting it to a new generation of workers is an even greater challenge.
"Millennials are digital natives and natural collaborators and as such any knowledge left behind from their Boomer predecessors could be more easily disseminated across the workforce..."
Millennials are digital natives and natural collaborators and as such any knowledge left behind from their Boomer predecessors could be more easily disseminated across the workforce provided they have the tools for collaboration.
Millennials are practical and results-oriented
As Tanya Korobka writes in an excellent article on Millennials on the website Lucky Attitude 'as a generation Millennials have grown up with an expectation for processes and service to work and speed up their interactions.' They are practical, and despite some claims to the contrary they are in fact generally a pretty hard working bunch.
In field service, where often the customer is dependent on the engineer to achieve their fix to get their business back operating at full capability as soon as possible, being practical and results orientated are absolutely critical traits. Fortunately, millennials tend to have this in abundance.
Millennials are confident
For more and more companies, often the only face to face contact they may have with their customers is when a field service engineer arrives on site.
"Millennials, having been raised by their Boomer parents to believe they can accomplish anything are one of the most confident generations to have ever entered the workforce..."
Millennials, having been raised by their Boomer parents to believe they can accomplish anything are one of the most confident generations to have ever entered the workforce.
Such confidence focussed correctly can be harnessed to deliver a truly positive customer-centric approach to service.
Millennials are well educated
In fact, Millennials are on track to become the most educated generation in history.
Given the previous point about field service companies beginning to recruit based on softer, more customer centric skills the fact that Millennials are comfortable with learning is important as it allows companies to hire based on these soft skills, whilst training recruits in the more technical skills required.
Millennials are people pleasers.
Again a massively important factor when it comes to delivering great customer service.
Millennials tend to have a preference for merit based systems and as such have a common desire to gain approval. At the same time they are a more conscientious group than both Boomers who are often focussed on financial remuneration.
Therefore the often superhero like status of the field engineer who is able to fix the problem and get a clients business right back on track is going to appeal to many Millennials.
Millennials are tech savvy
As the art of field service management becomes more and more entwined with technology the more important it is that your field service workforce is technologically savvy.
"Whether it be digital collaboration, quick and easy adoption of apps or the ability to utilise emerging tools such as augmented reality and smart glasses, Millennials are far more likely to adapt to the new tools you introduce to the workforce to improve productivity than their Boomer predecessors were..."
Similarly digital privacy is a much more foreign concept for many Millennials meaning less (if any) objections around the implementation of tracking technologies such as telematics where the ‘big brother is watching’ syndrome has often been a barrier to adoption amongst a Boomer workforce.
Basically Millennials are far more used to leaving a digital footprint and doing so in work via vehicle tracking for example, is just the way the world works for many a Millennial.
Millennials are multi-taskers
Ever get frustrated that, that Millennial in your life doesn’t seem to be listening to you when your talking to them as they are also simultaneously watching TV, updating their Twitter status and having an IM conversation all at the same time?
"The truth is that Millennials have a both the ability to multi-task and also a relatively low boredom threshold so are often juggling five or more balls..."
Yet the fact is that they are also able to keep those five balls in the air quite comfortably.
For field service companies, particularly those with a number of different products within their install base, this trait could be particularly useful as Millennials are far more likely to be engaged if they have multiple different challenges to keep them busy. For these guys variety really is the spice of life and a key to keeping them on site is to give them that variety within the workplace.
One potential danger is that a company could end up with an entire workforce that are ‘jacks of all trades but masters of none.’
However, with Millennial’s natural tendency to work in a more open and collaborative manner than the Boomers they are replacing, there is less need for the Millennial field service engineer to be an expert in all areas - essentially knowledge and experience can be shared across a team rather than trapped in the silos of individual Boomer engineers.
Millennials are natural travellers
Dubbed by some as ‘generation rent’ Millennials are showing a different mindset to that of their Boomer parents. The concept of getting onto the property ladder is far less attractive to the more nomadic and adventurous spirit of the Millennial.
Indeed far more Millennials than Non-Millennials report a desire to visit every continent and travel abroad as much as possible, according to Boston Consulting Group.
So what better working environment for this generation than field service, where they are not trapped by the confines of an office cubicle?
Add to this that Millennials, whilst having a strong work ethic, also highly value a positive work-life balance, then a working role that provides them with the opportunity to travel could be the key to a happy (and therefore loyal) Millennial workforce.
Millennials are everywhere
Finally, Millennials are the largest generation in Western history. It has been estimated that there are 80 million Millennials in the US and 14.6 million UK Millennials.
Korobka reports that according to Pew Research Centre analysis of U.S. Census Bureau data, last year Millennials surpassed Generation X to become the largest share of the American workforce so reality fact is they are already dominating the workforce.
"The simple fact is that for field service, as with all of business sectors Millennials are the future workforce as well as the future leaders..."
However, as service continues to take centre stage and as technology continues to become ever more embedded with the improvement of field service delivery, it does indeed appear that the future of field service is safe in Millenial hands.
The challenge however, remains to ensure that the knowledge embedded within the ageing Baby Boomer workforce is captured and retained in order to allow the transition from the past to the future to remain as seamless as possible.
Want to know more about the general traits of the Millennial generation? We recommended visiting Luckyattitude.co.uk/millennial-characteristics for a deep and regularly updated overview of what makes this important generation tick...
Be social and share this feature
Jun 27, 2016 • Features • ClickSoftware • Interview • interviews • Software and Apps
ClickSoftware have for a long time been seen as a key leader amongst field service solution providers. But the sector has gone through rapid evolution within the last few years with technology moving forward whilst the market becomes ever more...
ClickSoftware have for a long time been seen as a key leader amongst field service solution providers. But the sector has gone through rapid evolution within the last few years with technology moving forward whilst the market becomes ever more competitive.
Meanwhile, ClickSoftware have been through an evolution of their own, with new ownership and a new CEO Tom Heiser, at the helm.
And he is determined to see the optimisation specialists stay at the forefront of the industry. Kris Oldland reports...
If you ask any seasoned field service professional to name check three field service software providers you can almost guarantee that ClickSoftware will be one of those they mention.
For many years ClickSoftware has been viewed as the gold standard in terms of field service optimisation. However, the market is going through rapid change and is now more fiercely competitive than ever before. In such an environment, relying on past reputations is a dangerous game to play - even when your reputation is one as strong as that which ClickSoftware can boast.
However, across the last year, ClickSoftware have gone through rapid changes of their own. After long running and widespread rumours of SAP acquiring the company proved to ultimately be unfounded, the company was purchased by Californian based private equity firm Fransicso Partners.
This was followed by the appointment of Tom Heiser, formerly of EMC as a new CEO, and whilst many of the Israeli talent that pushed ClickSoftware to the forefront of the sector remain on board, Heiser’s arrival heralds a new era for ClickSoftware, with both their approach to technology and culture having a delicate shift of focus to help them hold on to their position as an industry leader.
When we meet for the first time Heiser himself comes across initially as very much something of a people person, a firm handshake is balanced by a warm ‘Hollywood’ smile and he carries that air of informality and confidence that seems to be becoming commonplace amongst senior executives working for US tech firms these days.
When we meet we are also joined by Mike Karlskind, a man with a career spanning some twenty years plus with ClickSoftware.
"They were saying to me, the technology behind ClickSoftware is right at the top, but you guys really need to start banging the drum some more...”
His aim it seems, is not so much a complete re-imagining and reinvention of ClickSoftware, more gentle refinement, to ensure that the company remains ahead both in terms of technology and of course market-share.
Part of that process is ensuring that the company retain a focus on R&D but also that they make sure the market is aware of that focus.
“Before I flew over here I spent sat down with some senior industry analysts in Israel “ says Heiser, “and they were saying to me, the technology behind ClickSoftware is right at the top, but you guys really need to start banging the drum some more.”
Indeed, in their midsts ClickSoftware have some fantastic success stories, including European automobile glass replacement giant Belron, who operate in the UK as Autoglass.
“Mike and I have been speaking to a number of our clients’ COOs, Presidents etc recently and having strategic conversations around how to best leverage our solution and one of the best examples is Autoglass based over here [in the UK]"
“They have a net promoter customer satisfaction score which is like crazy high and they’re using ClickSoftware as a tool to completely differentiate themselves from their competition, and I’m really proud to see that.”
But what about the shift in focus in terms of technology? What can we expect from ClickSoftware moving forwards?
Well it is clear from speaking with Heiser that he sees very much the future of both ClickSoftware and enterprise computing in general, as being based in the Cloud. However, he also understands that the shift from the still prevalent traditional on-premise model to a Cloud based world is not solely about the development of the technology.
“The thing is, shifting and changing the culture is actually harder than getting the technology right,” he begins.
“With the technology, you just get the right people, you invest in it, and you’re going to ultimately do it..."
“Now we have with a board of six people in Moshe [former CEO and founder] myself and four guys from Francisco Partners, who are all super smart guys that have done this before. So I feel with the six of us we can do it, but how do we do this with the new business models?”
“How do we go from an on-premise model with cash flow up front to a subscription model which is where we feel we need to be. Everybody wants to be on the other side, nobody wants to go through that process. But we’re set to get there.”
As he speaks, Heiser conveys a sense of the magnitude of the task not only faced by him and his team in terms of moving with the ever growing traction driving software solutions towards the Cloud, but also faced by the industry in general.
However, there is also an underlying confidence that he and his team are more than up to the challenge, that he cannot contain.
[quote float="right']I look at culture as the biggest challenge, but then there are some people here that are so energised by what we’re doing it’s like, ‘let’s go faster’
“Culture is the third element we need to mention. I look at culture as the biggest challenge, but then there are some people here that are so energised by what we’re doing it’s like, ‘let’s go faster’ I feel like I’m holding you back! - It’s really invigorating, but we need to rein it in every now and then and make sure we’re all on the same track.”
Having spent an hour with Heiser, it is clear his enthusiasm could genuinely be infectious, yet it is also clear that he is grounded enough to see the woods as well as the trees. He is also smart enough to not only keep key members of his team such as Karlskind close by, but also to admit when it is time to turn to them for support.
There may have been a number of changes for ClickSoftware in the last year or so, but with Heiser at the helm there is a good chance that their position as one of the leading brands in the market will remain firmly intact.
Be social and share this feature
Jun 24, 2016 • Features • FieldAware • software and applications • Software and Apps
The new wave of field service management technology is here writes Charlie Jackson, CEO, FieldAware...
The new wave of field service management technology is here writes Charlie Jackson, CEO, FieldAware...
We’re all customers and have increasing expectations around the service we expect, both in our personal and work lives. For service organisations these expectations bring increased pressure to get it right.
Field service management software is part of the answer and has been around since the late 1970s.
Highly complex, it was originally designed as on premise, server-based scheduling solutions and was very much focused on enabling the work of the back office. Work orders were dispatched, but technicians had only limited access to job and customer information due to the cost and performance limitations of the devices and networks.
"With the advancements in field service management software going hand-in-hand with the mobile evolution, the focus in service operations is now firmly on the field worker themselves..."
And this is quite right - the technician has long been the company face and often the only direct contact a customer will have. The customer experience they are able to deliver counts for a great deal. Complete knowledge of the job is often fundamental in the delivery of this service excellence and turning up to site with this information at hand or having access to it, delivers an improved customer experience.
The technician needs a mobile solution which helps them to do their job in the best possible way.
The workflow to and from the back office has to be seamless as this quick and easy access to information enables better decision-making and ultimately improved resolution.
So how can an organisation manage this shift to focus on the field without losing sight of the importance of back office operations?
Taking the back office into the field
While back office processes remain essential components of any service operation, we’re seeing far more return from putting the focus on the field where greater value can be derived. The right mobility solution gives the whole organisation the ability to manage the workflow seamlessly and keeps all operational elements connected.
The right mobility solution gives the whole organisation the ability to manage the workflow seamlessly and keeps all operational elements connected.
For the back office, a mobile solution which easily integrates into existing systems is critical, as often a mix of best of breed solutions are used due to the niche nature of the work.
This can mean that systems are used in isolation and data from one system doesn’t always assimilate with another. Integrated mobility means that the two-way flow of data is captured, just once, and in a consistent and efficient way. It means that no data is left unused or delayed while waiting on paperwork or downloads and an audit trail is in place reducing the chance of any missing information.
The result of the right mobility solution is extending the work of the back office out into the field in a robust and reliable way, connecting the operational workflow and ultimately ensuring service objectives are met.
Focus on the right mobility solution
So, whether you are looking at developing your mobility strategy or introducing mobility for the first time, how do you choose the right software for your business with the many solutions on offer today?
From working with a range of companies, we’ve found that there are some common principals.
Ease of integration is key. You don’t need to have to think about changing your whole field service solution. Extending the life of your current systems is important, so look at mobile solutions which will leverage and expand their use.
"Implementation needs to be as quick and straightforward as possible. A lengthy implementation process will defeat its objective..."
Any mobility solution should be easy to use. Overly-complicated systems will be bypassed and worked around or ignored all together.The easier to use, the quicker the adoption and the better the ROI.
All mobility software needs to be agile and able to move with the next generation of mobility.
Developments are moving fast so it is important that your provider is keeping up to speed.
It is crucial for any mobility solution to work across mixed digital devices, especially with the growth of BYOD and the rise in the use of contractor workforces. The apps will need to work across different operating systems too.
Essentially, mobility is about the anytime, anywhere access to and sharing of information that makes it the vital, valuable next step a service organisation can take.
To download our white paper – ‘Making the Move to Mobility: The Digitalisation of Field Service’ – please visit http://www.fieldaware.co.uk/movetomobility
Be social and share this feature
Jun 23, 2016 • Features • Software & Apps • Zafire • Software and Apps
Chris Beling, Commercial Director at Zafire, looks at the connection between ‘empowering field service engineers’ and customer satisfaction and some of the business benefits those organisations, who have already made the connection, are...
Chris Beling, Commercial Director at Zafire, looks at the connection between ‘empowering field service engineers’ and customer satisfaction and some of the business benefits those organisations, who have already made the connection, are experiencing...
Hands up if your customers don’t expect exceptional service anymore they demand it, if they expect you to exceed SLAs and not just meet them?
Fierce competition and evolving customer expectations mean that meeting SLAs, fixing assets and simply turning up on time don’t really do the job anymore.
Why empower your engineers?
We are now seeing more and more leading service organisations shifting focus from product to service and, by equipping their engineers with the right tools and knowledge many are seeing year-on-year improvements in customer satisfaction, which as you would expect, reflects in contract renewals, client retention and positive noise about the company and the brand.
According to recent reports published earlier this year the number one compliant made by customers is ‘technician was unable to resolve the issue’.
“The introduction and adoption of mobile solutions to empower your mobile workforce is not just about saving paper or improving the speed at which a work order is processed...”
Communication between back office and field service engineers via mobile devices and software applications has been around for years. The step change we are seeing comes from providing the engineer with real-time insight.
So rather than simply firing a job out to an engineer with the focus of arriving within the agreed SLA, service organisations need to ensure that the engineer not only gets on site with the customer on time but also has the parts, skills, and information to resolve the issue.
Of course it’s not just about engineers receiving data, it’s about enabling them to collect insight whilst on-site and feed that back into a central database allowing other areas of the service organisation to leverage that information and also provide added value for the customer.
This could be an update to asset information, not only identifying but also generating quotes or processing purchasing orders whilst on-site, with the customer or having direct access to parts suppliers.
How do you empower your engineers
Today, top service management solutions will provide enhanced engineer planning and optimisation tools that can automatically plan a job based on any number of parameters including SLAs, customer opening times, skill set etc.
They will also have the ability to auto plan multiple engineers to a single job whilst allowing the capture of individual times on site and eliminating double entry of data.
All aimed at getting the jobs/work orders allocated to the right engineer as quickly as possible.
"Top service management software providers understand the need to keep mobile solutions simple whist actually providing more functionality to support on-site real-time insight..."
More specifically top service management software providers understand the need to keep mobile solutions simple whist actually providing more functionality to support on-site real-time insight.
Key areas such as on-site quoting, allowing engineers to quote for, and customers to authorise work within a few quick steps eliminates the need for office staff to follow up on quotes, improving both first time fix rates and customer satisfaction.
At the risk of getting overly technical, direct system interfaces play a big part in ’empowering the engineer’.
For example, systems are now linking directly to 3rd party parts suppliers to provide ‘Live Part Lookups’ which means engineers can view the entire parts database, search for and order parts, and manage the requisition-to-receipt process from end-to-end allowing on-site ordering and receipt directly from the mobile device.
The ability to be reactive on site by using ‘Live Checklist Lookup’ functionality means that if the situations changes on site, engineers can reflect this in the paperwork they raise, decreasing time spent altering or changing job details or forms.
So the introduction and adoption of mobile solutions to empower your mobile workforce is not just about saving paper, reducing errors generated through manual processes or improving the speed at which a work order is processed.
It is also about giving your engineers the tools to adopt a truly customer centric approach on every job they attend.
And that customer centric approach will also lead to improved ‘first time fix rates’ and will help reduce downtime and loss of productivity for customers – things your customers really want their service organisation to deliver.
Be social and share this feature
Jun 22, 2016 • Features • Oneserve • White Paper • White Papers & eBooks • Software and Apps
Resource Type: White Paper Published by: Oneserve Title: The Oneserve Field Service Survey Download: Click here to download the white paper
Resource Type: White Paper
Published by: Oneserve
Title: The Oneserve Field Service Survey
Download: Click here to download the white paper
By downloading you agree to the T&Cs listed available here
Synopsis
At the end of 2015 Oneserve conducted a comprehensive survey of c.15,000 organisations of various sizes across the UK. The aim was to understand:
- How UK field service businesses prioritise their operational and strategic objectives
- To what extent their field management software is successfully used to achieve them
Together the results highlighted a key issue: that many businesses are missing out on the potential value of field service software, and may need to re-assess their choices. The survey responses also threw up more questions around the causes of this missed potential, and what the future holds for field service management. This white paper evaluates these findings...
Overview
White Paper: The Oneserve Survey - click links at top or bottom of article to downloadDrawing on a comprehensive and far reaching survey this white paper distills the research into a number of key findings including:
Key priorities for growth:
To understand the relationship field service software has to business success, Oneserve asked their respondents what their top priorities were for achieving business growth. The three key drivers were maximising efficiencies, utilising data and exceeding customer expectations.
The missed potential of field service software
Working smarter and for less cost is clearly of huge importance to field-based businesses. It is here that field service software holds the most value for organisations; driving both competitive advantage and revenue growth. Yet the survey revealed that many organisations are missing out on the potential business value that correctly used field service software can provide.
Untapped efficiencies
What does efficiency mean for field service delivery? Intelligent stock and asset management, high ‘first-fix’ rates and fast response times, preventative initiatives, and improved scheduling? Or, getting the right person with the right parts to the right place at the right time? A deceptively complex interplay between people, processes and technology. However, 3 out of 4 companies said they could do a lot better at maximising efficiencies.
Unused Data
All efficiencies and customer service improvements come from intelligent and proactive use of data. Leveraging the comprehensive data points that arise from an intuitive and well-integrated field service software solution should provide essential information on trends and inefficiencies, and allow crucial insight to improve processes.
"Despite spending large amounts of money on expensive software packages that should provide valuable information in an easy-to-use, relevant format, 80% of the survey respondents admitted they proactively use less than half of their available data..."
What’s the issue?
The results from our survey appear to show a clear disconnect between the strategic objectives of businesses and the value they are extracting from their field service software.
Whether it’s missed opportunities for promoting efficiency, under-used data insights or compromised customer care, the potential benefits of a fully integrated field service solution are simply not being fully realised.
More control for less cost
The future of field service management lies in providing more control, with less cost. Allowing businesses to adjust their solution to fit their own specific requirements no longer requires a team of experienced coders or hugely expensive professional service days that are lucrative to the software providers but prohibitive to the customer.
The recent development of ‘low code’ software solutions that allow the client’s business to implement, configure, amend and evolve their solution themselves through easy-to-use application development dashboards now means more robust, flexible and intuitive options are available - a true ‘Software-as-a-Service’ offering that provides maximum value for minimum long term cost.
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.
Leave a Reply