ARCHIVE FOR THE ‘field-service-management-expo’ CATEGORY

Kris Oldland, Editor-in-Chief, Field Service News talks to Jeremy Squire of Fast Lean Smart about when a best-of-breed scheduling solution can be the right option over a broader, more generic Field Service Management platform as well as what types of field service companies will benefit from optimised scheduling.

Kris Oldland, Editor-in-Chief, Field Service News talks to Simon Spriggs, Eagle Field Service about whether Field Service Management Software has become sophisticated enough to work as a standalone entity away from ERP and CRM systems for some organisations...

 

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Kris Oldland, Editor-in-Chief, Field Service News reports live from the Field Service Management Expo where he spoke to Susannah Richardson and Neil Jones of mplsystems about the launch of AESOP a genetic algorithm based scheduling engine...

 

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mplsystems will be aiming to transform field service efficiency with new AESOP scheduling & optimisation module launching tomorrow at the Field Service Management Expo in London.

With a bold statement that the new tool will ensure 'organisations can offer rapid response to in-day jobs, provide precise slot times and manage delays, changes and overruns, all without compromising on workforce efficiency' it is set to be a highly interesting launch that could be the highlight of the expo. So Field Service News took a look at what we can expect ahead of the event...

What is AESOP?

mplsystems will be launching what has been billed as the 'pioneering AESOP scheduling and optimisation module' at the Field Service Management Expo tomorrow.

The Advanced Engineer Scheduling Optimisation & Prediction (AESOP) application combines real-time feeds, predictive analytics and flexible rules to enable organisations to manage the complexity of today’s field service. Using the latest self-learning genetic algorithms, this grant funded development builds on mplsystems’ leading dynamic scheduling engine, by providing real-time optimisation.

The module, combines real-time data feeds concerning exceptions, such as; traffic flows; the weather and job overruns, with data from deployed equipment through IoT devices.

This is then correlated with an organisation’s specific preferences, for example rules for engineer workload; regions, ideal working times and travel times, parts and skill set. These priorities are unique to every business and so allows users to configure and evolve their own rules, in order that the AESOP algorithms provide the optimum schedule for their unique scenario.

 

Today’s customers have heightened expectations - they expect an immediate response to reactive requests, precise time slots, informed communications and won’t accept delays. How does an organisation adapt without compromising workforce efficiency? AESOP provides an ideal solution, accepting new reactive requests, monitoring delays and jobs in jeopardy and calculating the optimum plan and routes in real-time.

Intelligent Real-Time Scheduling

Companies typically rely on inefficient manual, or partly automatic internal processes and are therefore unable to react quickly to the constant changes and exceptions that keep the service desk busy each day. With continuous customer requests; delays; overruns; etc, being logged at the service desk throughout the working day, staff usually spend the majority of their time rescheduling field engineers’ diaries and playing the ‘middle-man’ to keep the customer informed.

Real-Time Scheduling

Proving itself intelligent and flexible, the software solution is also able to automatically respond to basic customer queries or emergency work orders, thus minimising the repetitive workload for the service desk staff. This could lead to the company reducing the number of staff required to manage exceptions at the service desk and allow them to relocate their resources to more value adding tasks.

What does this mean for the customer?

Being able to react to requests as and when they come in, rather than back logging them, means that customers are seen to on the same day, if there is an emergency and not long after, if they in a position to wait. With a reactive service team, customers feel looked after and valued, thus improving customer satisfaction.

Intelligent Routing

The AESOP scheduling and optimisation module also calculates the most efficient routes for engineers to take between their jobs. Presenting the field technicians with detailed information about the distance between jobs, travel time and the best route to take, can save up to 80% of time spent scheduling jobs at the service desk. Furthermore, this process can help technicians get to jobs almost twice as quick as before.

The solution also ensures that the customer is automatically sent a message when the engineer is on their way and/or if they run into any potential delays.

What does this mean for the customer?

Having a system to optimise field technicians’ diaries and send out automated messages with journey and job updates, means that customers are continually kept well informed and are able to better manage their day.  Rather than having to wait around for vague half day time slots, they are now able to work around the hour within which their service visit is due. This is a vast improvement for customer experience within the service industry as the sector is notorious for delayed scheduling and ineffective systems.

Predictive Maintenance

Through the digital connectivity that comes with the IoT, devices will be able to self-diagnose problems and immediately alert the service organisation of the issue, often before the asset fails and the customer realises something is wrong. mplsystems’ AESOP module integrates these data feeds to ensure preventative visits can be scheduled in, and aligned with other visits in the local area to minimise travel times.

What does this mean for the customer?

Through the efficiency of preventative scheduling, customers’ machine downtime will reduce by over 30%. They will no longer experience any disruption, as their machine will be revitalised before it fails.

Overall

Keeping the customer connected throughout the service process and providing reactive service, the AESOP module will transform Customer Experience. Meanwhile internally, organisations are estimated to reduce their overall service, planning and administration costs by at least 50%.

 

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Find out more by visiting mplsystems at the Field Service Management Expo | June 20 – 22 | Stand N650

 

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With the newly rebranded Field Service Management Expo (formerly Service Management Expo) now just two weeks away Chris Edwards, Director Field Service Management, UBM gives us a look at what to expect from the newly rebranded Field Service Management Expo in it's fourth consecutive year in London's ExCel

 

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If you haven't registered yet it's free do so on the following link www.servicemanagementexpo.co.uk/FSN

 

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Off the back of an electrifying 2016 show, we wanted to ensure we deliver even more for 2017 and went straight to the industry to identify how. This has resulted in a name change to reflect the profile of our visitors and make sure that Field Service Management Expo mirrors this important market.

Focusing on a new theme, this year’s event; “starts and ends with the customer”, addressing our industries current pain point that delivering a seamless, exemplary customer experience is all important. Therefore we have concentrated a significant amount of our seminar programme along this topic. The Field Service Theatre will include over 12 hours of seminar and workshop content over the 3 days, exploring the customer journey, recruitment, IoT, the customer experience and RoSPA dedicated workshops on fleet management and driver safety.

 

Headlining a programme boasting more than 25 sessions is this year’s Inspirational Speakers, who will be focusing on the theme of strength, resilience and defying the odds. Featuring Dame Kelly Holmes, Professor Brian Cox OBE and Simon Weston CBE, each will deliver an inspiring session on the obstacles they’ve faced, solutions they’ve found and how the results have allowed them to march on.

Also new to 2017, visitors will have the opportunity to meet like-minded professionals in dedicated networking sessions, which finish each day in the Field Service Theatre.  Topics for discussion will include, ‘powering intelligent service delivery’ and ‘Removing business silos and engaging with your customer’

It promises to be another amazing year for Field Service Management Expo and the team and I can’t wait to welcome the entire service management industry, as you and your peers network, learn and identify innovative cost saving solutions in an incredibly fun and energetic week. We’d also love to hear your feedback and hope you’ll join the conversation on social media, so tweet us @FSMExpo using #FSME17

What to expect:

1:2:1 Meetings Programme

The complimentary matchmaking tool enables visitors and exhibitors to search and connect with each other before the show, allowing you to manage your event schedule.

• Arrange meetings at exhibitors’ stands or in one of the dedicated Meeting Lounges
• Search thousands of contacts by job title, products and services, buyer/seller activities and market sector
• Make the most of your time at the show, pre-arrange meetings and open the door to new business opportunities

Find out more at: www.servicemanagementexpo.co.uk/visit/meet-suppliers

 

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Dedicated Networking Bookending the day

Its visitor’s opportunity to expand their service management industry community and discuss trends and pain points with like-minded peers. Topics will range from ‘Powering intelligent service delivery’ and ‘An agile field service operation’ to Digital marketing transformation and ‘Removing business silos and engaging with your customers’

Session will take place in the Field Service Theatre at the beginning and end of each day.

 

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Field Service Theatre  Sponsored by IFS/ FSM

Through a mix of networking sessions, seminars and debate, this theatre will explore the service management customer journey. Sessions will focus on: ‘the customer experience in the service management industry’, ‘IoT’, ‘proactive maintenance’ and ‘recruitment’. Afternoons will be dedicated to fleet safety with RoSPA-led sessions each day.

Sessions will include:

• Delighting the customer with service excellence
• Driver Behaviour – why it’s important within your business
• Can a focus on customer experience really make a difference?
• Embracing millennials in the workplace
• Customer experience excellence in the service industry. Ideas and tips to make a critical difference

Get first-hand experience with over 100+ products and solutions

Discuss your project needs and learn about tried and tested implementation when you meet the product technicians. Plus, discover a range of suppliers across the entire service management chain including IFS, Protean Software, iTouch Vision, MPL Systems, BigChange Apps, Mix Telematics and more.

Inspirational Speakers

Our biggest inspirational line-up ever, featuring Double Olympic gold medallist, Dame Kelly Holmes; Rock star physicist Professor Brian Cox OBE; and Falklands War veteran, Simon Weston CBE are coming to inspire and motivate you in the Keynote Theatre between 20-22 June.

• Build your motivation by emulating the work-ethic that led to double Olympic medals from Dame Kelly Holmes and discover more on her work on numerous mental health boards
• Explore the universe with Professor Brian Cox OBE, and expand your mindset beyond the day-to-day aspects of your role
• Be inspired by a story of triumph and courage, from Falklands war hero, Simon Weston CBE, and turn adversity into opportunity

When are where?

• Dame Kelly Holmes: When & Where: 20 June, 11.30 – 12.30, Keynote Theatre
• Professor Brian Cox OBE: When & Where: 21 June, 11.30 – 12.30, Keynote Theatre
• Simon Weston CBE: When & Where: 22 June, 11.30 – 12.30, Keynote Theatre

 

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Register your place at Field Service Management Expo here; www.servicemanagementexpo.co.uk/FSN

 

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Service Management Expo has taken the decision to incorporate Field into their brand, and will now be known as Field Service Management Expo.

The new identity will come into effect immediately in the lead up to their expo on 20-22 June, ExCeL London. The new identity is to reflect research into the industry to make sure that Field Service Management Expo reflects this growing market.

This year’s event will focus on a new theme; it starts and ends with the customer.

"We’ve found from speaking to visitors and exhibitors alike that customer experience is all important in this industry and therefore have concentrated a significant amount of our seminar programme on this topic."says Chris Edwards, Brand Director for Field Service Management Expo

 

“The decision to embrace the field into our brand name is to show that we understand what the sector is evolving into and that we need to evolve with it. We’re showing our audience that they can have confidence in us in delivering the right exhibitors for them”

Field Service Management Expo will include over 12 hours of seminar content over their 3 day expo, exploring the customer journey and RoSPA dedicated workshops and exhibitors from every facet of the industry. Drawing in directors, CEO and senior decision makers, Field Service Management Expo continues to offer its visitor vital networking opportunities to discuss products and solutions.

“FSME will excel by primarily being an expo rather than a conference, so it provides a perfect platform for field service execs to get a look at a number of different solutions and vendors, check out software demonstrations and get their hands on some rugged hardware in one place” said Kris Oldland, Editor-in-chief for Field Service News.

Secure your place at Europe's leading event dedicated to both service management and the field services industry: http://www.servicemanagementexpo.co.uk/rebrand

 

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