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We begin a new series of excerpts from a brand new white paper authored by Kris Oldland, Editor-in-Chief, Field Service News published in partnership with PTC, which asks if now is the time to make major changes to our approach to service strategy... 

Yet, remote service delivery in reality remained an approach that only a small percentage of field service organisations had adopted within their wider service portfolio. While the number of companies within this bracket was steadily increasing, ultimately, remote service delivery remained an approach viewed as the domain of best-in-class service organisations. In many ways these were companies who had a forward-looking perspective, these were companies who had an advanced understanding of how the service sector would evolve.

Fast forward to the beginning of 2021 and at the surface level at least, that landscape has changed massively.

Two separate studies from Field Service News Research have identified that between 78%, and 83% of field service companies state they have the capabilities to deliver service remotely.

The pandemic has made such an approach a necessity. However, when we scratch beneath the surface of the data, we see that, in many ways, little has changed. While conceptually at least, there is now mass acceptance of remote service as a dominant part of the service portfolio, still those companies using more sophisticated tools such as real-time analytics and augmented reality (AR) remain in the minority, with only a fifth of companies who state they have remote service capabilities using AR.

This leads us to an interesting situation. We have long known in our sector that service can be a real differentiator between organisations, and we have also learned that customers in both the professional and consumer realms are prepared to pay more for a higher standard of service. As the Harvard Business Review reported, customers who receive the highest standards of service spend 140 per cent more than those with the poorest service. In business-to-business environments, a 5 per cent uplift in customer retention will typically see profit increase of between 25 and up to an incredible 95 per cent.

 

"We should be discussing how we integrate remote service-delivery within our broader service portfolio, looking at it as a tool that is as intrinsic a part of service delivery as the on-site service call..."

 

The question many are asking is, with the industry-wide acceptance of remote service delivery that emerged in 2020, will we see service standards in how remote service is delivered become a crucial battleground?

However, in this white paper, I would like to put forward that our thinking around remote service should go far beyond this. 

Currently, much of the discussion around remote service delivery centres on remote-service in a standalone context. The focus is on understanding how remote should sit alongside traditional on-site service delivery as an alternative mechanism for resolving customer problems.

I would suggest instead, that we should be discussing how we integrate remote service-delivery within our broader service portfolio, looking at it as a tool that is as intrinsic a part of service delivery as the on-site service call. Both means of delivering service, on-site and remote, have specific strengths which we as service providers can and should be leveraging in order to optimise the service standards we offer our customers.

Additionally, while the pandemic and subsequent lockdowns have brought significant challenges to service delivery in the field, I would also put forward that it presents us with a clear opportunity to redefine the value proposition of our service offerings. As with remote service delivery, much of the ground work has been laid ahead of us, with many best-in-class organisations having begun down a path towards servitization.

However, this is not a one size fits all approach and in other instances a more transactional approach to service is best suited. Indeed, often we will find multiple service offerings within one portfolio that range from the simple and transactional solutions to sophisticated and complex outcome-based service offerings.

What is important though is having a clear understanding of where the value proposition lies within the service solutions we offer our customers.

This is crucial as we as a sector embrace remote-service as a concept, as we harness the disruptive nature of the pandemic for good, we have an opportunity to bring many moving parts together and re-imagine service delivery, with both on-site and remote-service delivery playing distinct but equally crucial roles.

To do this effectively, we must start from the customer’s perspective. What is the problem we are trying to resolve for them and does the optimum resolution of that problem lend itself to remote or on-site service delivery as the most effective mechanism?

 

The discussion continues...

Within the white paper and across this series of features which we will be running across the coming weeks we will we will explore what this seismic shift in acceptance of new ways of working will mean for the field service sector.

The central tenets of this paper that we will discuss are as follows:

 

#1: Remote Service almost overnight became a widely accepted approach to service and maintenance delivery

Remote service has been around for a long time, but the appetite for it has been dramatically increased since the pandemic. Out of necessity the concept of remote service became widely accepted by service providers and their customers alike. The result of this industry-wide sea change is that we, as a sector, are now actively rethinking what service delivery looks like post-pandemic, with remote service delivery set to become a key part of the ‘new-normal’ well beyond recovery.

#2: The rapid and widespread adoption of remote service delivery that occurred in 2020 has resulted in wide variances in how remote service is delivered

Prior to the pandemic remote service delivery was a relatively uncommon mechanism for service delivery. However, out of necessity this changed during the pandemic and remote -service delivery became commonplace. Yet, the ways in which remote service is delivered is now exceptionally varied with a minority of companies using very sophisticated tools, while the majority of those delivering service remotely are doing so in a very rudimentary and ineffectual manner.

#3: Service excellence has been clearly identified for many years to be a core differentiator between competitors

While we are in unprecedented times of rapid evolution at the very foundations of our industry, there are certain business maxims that we must hold onto as we redefine service delivery in the new-normal. One of the most critical of these is that service differentiation/excellence is well accepted as having consistent benefit on the bottom line and this has been borne out time and again in a wide number of studies. While we may be approaching an industry wide step-change in the mechanisms of service delivery, we must still hold an understanding of such tried and tested maxims that underpin service excellence and outline why it is crucial.

#4: Different customers have different needs. Being clear in how you meet their needs as we move into the new normal is key.

As service companies make the adjustment to remote service being a widely accepted method of service delivery, it is important that they clearly understand the value customers see in their overall service offerings if they are to be able to effectively integrate remote and on-site service delivery into a compelling, holistic service portfolio.

#5: Alongside an understanding of customer perception of the value of their service offering, companies should also understand the tools and technologies that will underpin remote service delivery

Having established a firm understanding of their core service value proposition, a service company can identify where, within that portfolio remote is better suited and where on-site is the preferred choice (establishing the why). To do this effectively it is important to understand how the technology stack sits together to underpin remote service delivery (establishing the how). 

#6: There will be a limited window of opportunity to gain a competitive advantage as the industry transitions to remote service as a prominent mechanism of service delivery

If a field service organisation is able to identify both where and how they should integrate remote service delivery into their service portfolio while understanding how this enhances the value they deliver to their customers, then there is a significant opportunity to gain competitive advantage. However, the window of opportunity to do so is potentially small given so many companies are dealing with the same challenges simultaneously.

 

Further Reading:

What exactly is RVA, and why is it rapidly gaining traction? In this article by Michael Blumberg, President of Blumberg Advisory Group, we'll get to know more about this game-changing technology.

Remote Visual Assistance (RVA) is not exactly new technology. It has been around for a couple of years now pre-COVID. However, it was only until COVID that it gained the attention of many businesses.

RVA is one of the emerging solutions amid the challenges posed by the pandemic. But what exactly is RVA, and why is it gaining the attention it has today? In Blumberg Advisory Groups’ Buyer’s Guide to RVA Software, we’ll get to know this game-changing tech, why it is a worthwhile investment, and what to look for in an RVA software fit for your business.

WHAT IS REMOTE VISUAL ASSISTANCE (RVA)?

Remote Visual Assistance (RVA) incorporates augmented reality, including merged reality and 3D annotation, along with video collaboration tools to create a virtual environment where the receiver and provider of support can communicate instantly, on-demand, and in real-time.

It can deliver guided troubleshooting and remote assistance to customers and field engineers through remote virtual assistance software. These features meet the challenges of the COVID-19 pandemic, which has limited companies from sending onsite customer support due to health and safety concerns. This is one of the primary reasons RVA has become the new expectation for service delivery within the Aftermarket Service Industry (i.e., field service, call center, technical support).

USE CASES FOR RVA SOFTWARE

Field Service Leaders consider remote assistance software due to its many uses in the Aftermarket Service Industry. As it continues to prove its value to businesses, it has slowly become the preferred model for onsite service. Below are the most common use cases by business function:

• Call Center - Technical Support: Remote Support, Troubleshooting, and Triage, Customer Self-Service
• Field Service: Second Tier Support, Cross Border Support, Workforce Productivity, Scheduled Service
• Others: Application Support, Training, and Onboarding

BENEFITS OF RVA SOFTWARE

To get a more clear picture of the benefits that RVA software provides to companies, below are recorded improvements of companies who utilize RVA software in their business operations:

• 30% reduction in time to resolution
• 20% improvement in phone fix rate
• 35% increase in first-time fix
• 30% increase in customer satisfaction

The numbers above serve as proof of how RVA has enabled companies to optimize their service delivery performance continually. It has helped lower costs by resolving calls remotely and efficiently and avoiding FSE dispatching. Companies are also able to meet and exceed customer expectations through RVA. Besides improving operations, RVA also has a role in reaching business growth objectives - by monetizing its RVA investment when offering remote support or using RVA as a paid service.

CORE FUNCTIONALITIES A RVA SOFTWARE MUST HAVE

When looking for the best RVA software, there are three general core functionalities to look for: (1) collaboration, (2) access and communication, and (3) enterprise administration.

Collaboration: RVA software must have the ability to allow people at different locations to give and receive help through a remote, collaborative experience. There is a broad array of features that can support collaboration. The most critical of these features are 3D annotation.

Access and Communication: A successful remote session is where the giver and receiver can quickly communicate in real-time. Various features make this possible, including but not limited to in-app messaging and mobile web browser support.

System Administration: As with any software, RVA must-have system administration features that provide user access, manages user accounts, monitor system security, and perform many other functions such as call reporting & analytics, and platform integration, and API support.

A complete description of core RVA feature functionality can be found in Blumberg Advisory Groups’ Buyer’s Guide to RVA Software.

RVA SOFTWARE VENDOR CAPABILITIES

Now that you know the key features an RVA solution must contain, the next step is to evaluate vendor capabilities. Here is an overview of the core capabilities and competencies you can use to assess a potential RVA vendor:

• Application Ease Of Use: End-users can quickly deploy the software
• Customer Success Management: Strong bench of implementation subject matter experts
• Strategic Coaching: The vendor offers ongoing guidance on using RVA in other parts of the customer’s organization.
• Maturity Model Framework: Roadmap for end-user organizations to evaluate areas for improvement and future growth.
• Partnership Approach: Vendor is responsive, flexible, and collaborative; has built a partner network.
• Enterprise-Grade Support: Vendor’s support team can support the needs and requirements of enterprise size customers and integrate their RVA software with enterprise systems.

QUESTIONS TO ASK YOUR RVA SOFTWARE VENDOR

Blumberg Advisory Group has also identified a few Should Ask Questions (SAQs) which are critical questions you can ask your vendors to make the best final selection. For instance:

• How sound is the vendor's company?
• How easy is the product to use and implement?
• What level of security and certification does the application have?
• How will the vendor support your future requirements?
• What is the vendor's track record?
• How scalable is the vendor's solution?

The Buyer’s Guide provides model answers to these questions to help you evaluate and select an RVA software solution.

Read more of Blumberg Advisory Group’s in-depth analysis of Visual Remote Assistance by getting a copy of the full version of the Buyer’s Guide today at go.helplightning.com/2021BuyersGuide.

 

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Further Reading:

• Read more articles by Michael Blumberg @ www.fieldservicenews.com/michael-blumberg
• Read the 2021 Remote Assistance Buyer's Guide @ go.helplightning.com/2021BuyersGuide
• Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
• Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
• Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com

Kris Oldland, Editor-in-Chief, Field Service News, is joined by Karl Lowe, Head of European Service, Panasonic Heating and Cooling Solutions Europe and Sarah Nicastro, Field Service Evangelist, Future of Field Service and IFS as the group discuss how Panasonic implemented a remote service solution during the pandemic.

The discussion looks at the drivers for implementation, the approach Panasonic took to rolling the solution out, a demonstration of the solution, and a broader discussion around the benefits of remote service within the field service sector.

In this excerpt from that session, we see a live demonstration of IFS Remote Assist which Panasonic Heating and Cooling have implemented

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Want to know more? FSN Premium Subscribers and FSN Elite Members can watch this full interview and hours more of in-depth long-form interviews with a series of field service leaders in the Field Service News Digital Symposium. Watch the interview with Lowe and Nicastro on the button below.

If you are currently on our free forever FSN Standard subscription tier or have yet to join 30,000 of our field service peers as a FSN subscriber you can find out more again on the button below. 

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Further Reading:

• Read more about the Digital Transformation in the field service sector @ https://www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ https://www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about IFS Remote Assist @ https://www.ifs.com/us/solutions/service-management/remote-assistance/
• Follow IFS on Twitter @ https://twitter.com/IFS
• Follow Panasonic Heating and Cooling @ https://www.aircon.panasonic.eu/GB_en/?utm_source=Field%20Service%20News&utm_medium=Symposium
• Read more about Pansonic's use of IFS Remote Assist @ https://www.ifs.com/uk/news-and-events/newsroom/2020/07/20/panasonic-ensures-customer-experience-consistency-with-ifs-remote-assistance/
• Connect with Karl Lowe on LinkedIn @ https://www.linkedin.com/in/karl-lowe-67267548
• Connect with Sarah Nicastro on LinkedIn @ https://www.linkedin.com/in/sarahhowland/

 

Recently in the Field Service News Digital Symposium, Kris Oldland, Editor-in-Chief, Field Service News, was joined by Mickey Rooney, Program Director JLL in a wide-ranging discussion that touches on a number of key points as the built environment sector faces a major pivot point in its evolution and reflect on the changes this will bring to field service operations on a massive scale.

In this excerpt from the full interview, the two discuss the importance of data in the new normal of field service as we begin to fully adopt digital transformation in a period of significant disruption for our sector on a global basis.

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Want to know more? FSN Premium Subscribers and FSN Elite Members can watch this full interview and hours more of in-depth long-form interviews with a series of field service leaders in the Field Service News Digital Symposium. Watch the interview with Mickey Rooney on the button below.

If you are currently on our free forever FSN Standard subscription tier or have yet to join 30,000 of our field service peers as a FSN subscriber you can find out more again on the button below. 

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Further Reading:

• Read more about the Digital Transformation in the field service sector @ https://www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Service Innovation and Design @ https://www.fieldservicenews.com/blog/tag/service-innovation-and-design
• Read more about Leadership and Strategy in field service @ https://www.fieldservicenews.com/blog/tag/leadership-and-strategy
• Read more about JLL/Integral @ https://integral.co.uk/
• Follow JLL/Integral on Twitter @ https://twitter.com/IntegralUKLtd
• Read more about Cognito iQ who are working closely with JLL/Integral @ https://www.cognitoiq.com/
• Connect with Mickey Rooney on LinkedIn @ https://www.linkedin.com/in/mickey-rooney-0106a161