ARCHIVE FOR THE ‘field-service-technology’ CATEGORY

We've been asking for some time now how Augmented Reality will fill its potential as a central fulcrum within the future of field service. For Nick Frank the key is for it AR to become entwined with Knowledge Management... 

The English philosopher Francis Bacon once said: “Knowledge is power,” In earlier times, knowledge was usually kept to oneself for personal gain. Today, it is the sharing of knowledge that leads companies to success, especially in times of increasing digitization.

This ‘sharing’ involves collecting data, transforming it into insight and then getting it to a place where people can use it to make a difference. Benefits are only seen when the ‘knowledge chain’ is completed and any break in the chain nullifies our efforts.

So when industry commentators tell you that a particular technology is the “silver bullet” to success, it really is an oversimplification!

The problem is that knowledge is often “hidden” in the various IT systems and applications, or lost in the heads of employees who leave the business. For field service, this problem is particularly severe as the service portfolio is significantly larger than the current product offers due to longer product lifecycles and ever faster new product introductions.

On the other hand, service knowledge must be immediately available, in a distributed fashion, to achieve quick solutions and to ensure customer satisfaction. For service, we should view the challenge as being to provide customers or field technicians with that extra piece of know how that will help them solve problems more efficiently. A kind of “Augmented Knowledge” for expand it and provide it in a targeted manner. Existing information stored in different systems is merged. This can be structured data such as parts lists and unstructured information such as service tickets or service reports.

 

"Unstructured knowledge – text or prose – is analysed using text mining tools and integrated with the structured data. Large amounts of data can then be digitised and used intelligently..."

 

Unstructured knowledge – text or prose – is analysed using text mining tools and integrated with the structured data. Large amounts of data can then be digitised and used intelligently.

Urgently needed information is provided easily and quickly. Being able to network across databases makes it possible to recognize contexts, to analyze causes of failures and to create transparency. By using the system and verifying or excluding results, users continuously enrich it with expert knowledge. The current problem may already be the solution for the next user.

A classic example is finding similar cases (or problems). If an engineer is looking for the cause of a failure, the system looks for similar case and offers potential solutions.

The source for this could be the targeted evaluation of completed service cases (e.g. service tickets). By analysing which solutions were chosen by the engineer, the associated repair instructions, and confirming them as successful (or not successful, as the case may be) after the repair – the system learns through this interaction.

In fact, this process can go further and develop new insights from existing information. By visualizing and recognizing patterns, correlations can be identified, and appropriate measures initiated. For example, as part of a maintenance action or repair, the system can recommend the maintenance or repair of other elements to avoid subsequent failures that have arisen in similar situations.

But how to get that information to the point of need?

Augmented Reality (AR) technology, with its capability to supplement a real object, such as a machine or a component, with additional digital content is an ideal tool for this. It is not just the traditional approach of an expert communicating with a technician, it is extending it to ‘’smart’ databases supplying answers to questions.

 

"There is much to learn about the ergonomics of Augmented Knowledge and how to integrate it into people’s working lives..."

 

For example, in addition to the live video image on a tablet, smartphone or smart glasses, information and instructions can be augmented to the display to help solve the problem. These may be created by an expert remotely or they may be rendered as step by step instructions by the knowledge management system.

The individual steps necessary to solve the problem are now available in the form of AR annotations and can be subsequently edited and saved. This is another advantage of the AR system: The repair process gets documented and can be used again for similar cases.

So, if the engineer encounters this problem again in the future, they can reuse the annotations of the first repair without having to consult the expert. In addition, the solution is also available to all other engineers.

This saves significant time and effort. The caveat is to be able to present information to users such that they can use it. There is much to learn about the ergonomics of Augmented Knowledge and how to integrate it into people’s working lives.

This is a good example of how by turning information into transportable and analysable data (some call this digitisation of their processes), it is possible to accelerate service delivery, saving time and money for both the service provider and the user of machines.

Our experience is that by breaking down Knowledge Management and Augmented Reality into smaller pilot projects, we learn how to provide Augmented Knowledge to the Technician. Not just the technology, but actually how people brains cope with having access to this additional insight.

This may seem as bit ScFi and daunting at first, but you would be surprised how much of this you already do. Our advice is don’t look to anyone technology being pushed at you as the unique solution to your problems. You must develop your Knowledge Management, Augmented Reality and People capability in parallel.

For more information on how to start this digital journey, you can contact authors at peter.maier@si2partners.com or nick.frank@si2partners.com

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Nick Frank, Managing Partner at Si2 Partners 

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TomTom Telematics has launched a new version of its fleet management Software-as-a-Service solution WEBFLEET 3.3 which allows fleet operators to review combined vehicle data from different sources in one easy-to-use interface.

The WEBLEET Plugin functionality allows a third party to generate notifications within WEBFLEET to draw the user’s attention to an event or a specific vehicle. This will highlight, for example, when a cold chain trailer temperature is out of range or a vehicle has maintenance issues which need to be addressed.

Using the company's award-winning WEBFLEET.connect open API functionality, the software enables flexible and easy back-office integrations to bring all information into one system.

[quote float="left"]For customers with bespoke software needs, this means faster and easier fleet control[/quote]For customers with bespoke software needs, this means faster and easier fleet control, integrating such services as safety cameras, temperature monitoring, alcohol testing, routing optimisation or ERP information within their WEBFLEET management system.

The technology is already being used by mutual customers of TomTom Telematics and VisionTrack to view vehicle camera footage directly from WEBFLEET.   

"Our customers who also use TomTom Telematics can now pull up incident footage instantly and review via the WEBFLEET interface, without having to open up the VisionTrack software independently," said Richard Lane, Commercial Director at VisionTrack.  "Having access to both visual proof and telematics data gives the clearest picture possible and helps to mitigate insurance costs. We’re excited to bring this new partnership to our mutual customers."

Beverley Wise, Director UK & Ireland for TomTom Telematics, added: “This new capability gives our customers an easier user experience, with faster and more convenient access to the management information they need to make smarter decisions.

"Having real-time third-party information in one interface makes WEBFLEET the hub for optimal fleet control."

The advent of Cloud computing has had a profound effect on field service management.

Indeed, there is no denying that the emergence of Cloud computing has been a core driver in the ability for smaller and medium-sized field service companies to be able to compete with their larger competitors - and such competition has raised the bar for service delivery in all corners.

Anecdotally, how often have you heard someone comment (or indeed thought to yourself) ‘how is it that say my local florist is able to give me a detailed overview of where the flowers I have sent to my wife are at any given point within their delivery and are able to give me a 30 minute window for when they will arrive, yet the multi-national organisation that provides one of the key widgets that is essential to my businesses productivity can only tell me that an engineer will be with me at some point between 8 and 5?’

Of course, the truth is that the delivery of flowers is far less demanding of expertise than that expected of a highly qualified engineer capable of fixing said widget – which of course means that the scheduling requirements are also equally less complicated for the local florist.

In addition to this, the local florist will, largely by definition, only be serving a local area – whereas the B2B provider of the widget will almost certainly serve a national market, if not an international one.

So it is unfair perhaps to compare one to the other, accusations of seeking the similarities between apples and oranges are in this instance somewhat understandable. Yet, ultimately in today’s connected world, we must remember that we are no longer competing solely with those companies within our direct vertical sphere.

 

"Today, we are competing very simply against the best service experience our customers have ever had, whether that be within their consumer or their corporate lives..."

 

Today, we are competing very simply against the best service experience our customers have ever had, whether that be within their consumer or their corporate lives.

However, what this anecdotal example does highlight with true clarity is how smaller service organisations, be they florists, electricians, HVAC engineers or any of the other array of small entrepreneurial companies that help keep our day to day lives running, have been able to harness the power of modern FSM solutions.

This development is mostly the result of the introduction of SaaS-based subscription-style licensing which makes access to such systems possible. It seems like a long, long time ago that Tesseract, an Asolvi product became the first company in the world to offer their full FSM solution in the Cloud and on a SaaS model. Indeed, today almost all FSM providers now offer their solution in such a manner.

This means that smaller companies can have access to tools like scheduling, stock and parts management and mobile work management applications for their field-based staff to access via a mobile device. Yet, they also have the advantage of being more agile, more streamlined and less weighed down by legacy systems and processes that their larger peers undoubtedly face.

 

"In a Bring Your Own Device (BYOD) scenario keeping on top of MDM can sometimes feel like painting the Golden Gate Bridge – by the time you finish at one end it’s time to head back the other way and start all over!"

 

Many, many aspects of introducing an FSM solution can become more challenging the larger an organisation is.

Optimised scheduling engines need to be ‘taught’ the rules under which they are to operate – the larger the workforce and the more diverse the skill-sets within that workforce, the more ‘lessons’ that need to be fed into the scheduling system for it to operate as intended.

Also, let’s consider the devices that are being utilised by the field workers – mobile device management (MDM) is a challenge that few IT departments will relish.

In a Bring Your Own Device (BYOD) scenario keeping on top of MDM can sometimes feel like painting the Golden Gate Bridge – by the time you finish at one end it’s time to head back the other way and start all over!

Even in an environment where devices are provided by the organisation, there may be a mix of options within one company, with different devices being provided that meet specific roles within the organisation – such as rugged devices for field-based technicians.

This can result in a mix of iOS, Android and Windows operating systems (possibly even more) which all need to be factored into the MDM equation.

Again, this is a challenge that becomes magnified by the scale of the workforce in question.

Of course, another challenge magnified by the scale of the workforce is the simple fact that the introduction of any new business technology, including an FSM solution, is inherently a change management project – and as any change management consultant will inform you – good change management is about people. It is a simple equation to understand that more people mean more effort and complexity when undertaking such a task.

In terms of FSM solutions, the shift to the Cloud has absolutely changed the competitive dynamics within various industries in favour of those smaller companies who are savvy enough to embrace cloud-based FSM and unencumbered by challenges such as the above which larger companies may face.

This has given smaller organisations to flourish and thrive in the modern business eco-system, but this increased competition has resulted in huge organisations like Thyssenkrupp or ABB further driving innovation as we have showcased in these pages previously.

Our sector is going through a huge evolution with non-competing companies pushing each other to achieve more through service delivery and the cloud has played a major role in that allowing us to do so.

 

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John Hunt outlines why when it comes to digitalisation, the focus should be on the end goals, not the technology...

There is a common thread being pulled by executive boards across the globe at the moment both in the field service sector and far beyond.

That is, of course, digitalisation.

In my role here at Astea, it’s a topic that our customers and new prospects are keen to talk to us about – almost every company I’ve spoken to in the last 12 months has broached it in one form or another.

However, there is a fundamental point I believe is often being overlooked by companies as they dive head first into weaving the digitalisation thread into their strategy – that is that digitalisation itself should be seen as an on-going process continuously woven in your field service tapestry rather than a one-time project, or a mere stitch in time.

 

An opportunity to redefine workflows

To start, let’s look at what digitalisation shouldn’t be.

Digitalisation shouldn’t be simply taking all of the previous steps your field service engineers used to undertake manually with good old pen and paper and dumping them onto a mobile device. Digitalising their workflow is an opportunity to re-evaluate some of these processes, re-order some things, maybe even remove others entirely all in the spirit of making your customer ambassadors happier and more efficient and effective. That happiness, efficiency, and effectiveness translates into better top and bottom line performance and most importantly, happier and more loyal customers.

 

"Those companies that get the most success from the implementation of a Field Service Management (FSM) solution are those who bring a selection of their engineers into the implementation process..."

 

Invariably, those companies that get the most success from an implementation of a Field Service Management (FSM) solution are those who bring a selection of their engineers into the implementation process. Just like product marketers use focus groups of prospective customers to fine-tune their product offering to maximise demand, so should you leverage a similar approach with your customer ambassadors, also known as the engineers. For example, by speaking with your engineers to understand what elements of your FSM system’s mobile app they use the most frequently, you can ensure that access to the relevant parts of the solution need are easily surfaced within the app.

The same of course also goes for your scheduling solution – digitalisation should be an opportunity to put the information your team needs at their fingertips, quickly and seamlessly to improve both service triage and first-time-fix rates. So who better to ask what information should be where than the folks on the front line that need access to such information each and every day? The happiness through efficiency and effectiveness you will weave throughout the services organisation will pay big dividends not only in the traditional operational sense but also in employee retention and the all-important increased customer loyalty.

 

A journey of continuous improvement.

The concept of continuous improvement is one that many field service professionals are fully aware of, yet all too often it doesn’t get factored into discussions around digitalisation.

Facebook is famously always in ‘beta’ when it comes to its development, and whilst I wouldn’t recommend such a fluid approach to something as mission-critical as field service operations, digitalisation certainly allows us the opportunity to tweak things here and there to find those sometimes hidden incremental improvements that can yield seemingly small efficiencies that stack up hugely in the overall picture.

For example, I recall speaking with one service director earlier this year who explained to me that by implementing a simple keystroke study of his dispatch staff across 3 months they were able to identify some simple yet effective changes to the menu structure of their system which brought some frequently used options to the front of the solution when they were previously tucked away behind a couple of sub-menus.

On an individual basis these changes sped up the dispatcher’s role by just a few seconds each time. However, the overall net benefit to the service organisation was millions of dollars per year as those seconds began to add up across the entire workforce just like a snowball accumulating more and more snow as it rolls down the mountain.

Digitalisation allows us to not only make these changes quickly and easily across a large user base but also to understand how, why and where these changes should be made.

 

Build processes today with an eye on tomorrow.

One final piece of advice I would give to companies embarking on their own digitalisation journey is remember you don’t always need to boil the ocean; digitalisation should be an iterative process.

For example, IoT is the hot topic in field service right now and rightly so as it is set to play a huge role in the future of service delivery. Yet, for many companies a full IoT rollout is cost prohibitive and requires a gargantuan feat of logistical planning.

 

"I’d suggest you don’t even need one asset connected before you start building in the processes of identifying key data you wish to collect – what is to stop your engineers noting certain key data points when performing maintenance?"

 

However, do you need to have every asset in your install base connected before you can start pulling data for analysis to dig out some key trends and insights that could be of value to your organisation and perhaps even more importantly to your customers? Of course not!

In fact, I’d suggest you don’t even need one asset connected before you start building in the processes of identifying key data you wish to collect – what is to stop your engineers noting certain key data points when performing maintenance? You can build the processes and collect the data that would form the backbone of a digitalisation strategy before a single asset is connected, and then introduce automation for these new processes across a much more manageable timeframe.

In doing so you will have already begun to think beyond the realms of what is possible today and begun to consider what can we build now that will improve our service delivery tomorrow.

And this at its heart is what good digitalisation strategy should be all about. There are already some masterpiece tapestries with shiny digitalisation threads prominently featured in the field service world today reaping big rewards with their own teams and customers; these will continue to grow and outpace the industry. The best time to have begun your work of art was yesterday. The second best time is today, so gather your thread and your team to design it and start weaving!

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John Hunt, is Managing Director, EMEA, Astea, 

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JLT Mobile Computers, a leading developer and manufacturer of reliable computers for demanding environments, sees an increasing demand for Android within many of its core segments, including warehouse logistics, transportation, ports, mining and agriculture markets.

Responding to this trend, in March 2018 JLT launched its latest generation JLT6012™ vehicle-mount computer with Android support and is now expanding its Android operating system product suite with three new fully rugged portable computers.

Being by far the most common mobile operating system for smartphones and other consumer devices, Android, with its familiarity, ease-of-use and flexibility is now growing in popularity also in the enterprise and vertical market space.

“No doubt, there is a lot of interest in Android on mobile devices for professional use within our core markets,” observes Per Holmberg, CEO of JLT Mobile Computers. “By providing Android alternatives for our vehicle-mount computers and now also our portable computers, we help customers save on cost and training, and simplify maintenance by running the same OS on all devices deployed in their operation.”

The three new products are the 5-inch MH1005A™ rugged handheld, the 7-inch MT1007A™ rugged tablet, and the 10.1-inch MT2010A™ rugged tablet. All are IP65 dustproof and water resistant, capable of operating in temperatures of -10 to +50°C (14 to +122°F), built to withstand even the most challenging working environments, and tested to applicable MIL-STD-810G requirements.

Powered by ARM® Cortex™-A53 octa-core 1.3 GHz processors, all come with bright sunlight viewable displays, capacitive multi-touch screen, front and rear integrated cameras, as well as data capturing functions including NFC reader and optional 1D/2D-barcode reader. For maximum productivity, all include Wi-Fi, Bluetooth, GPS, and mobile broadband and provide full-shift battery life or more.

The new rugged tablet and handheld units, which are available for immediate order, are offered with the same high level of support and services that JLT is renowned for. A wide range of accessories is available, including vehicle and desktop docks, high-capacity batteries, battery chargers, and hand and shoulder straps.

Contact JLT Mobile Computers today for more information about the new Android-based rugged handheld and tablets, or visit www.jltmobile.com to learn more about JLT, its products and solutions.

 

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Check out this excellent showcase of Dell's latest rugged range where NatGeo’s Mike Libecki trades a peak into expedition life for a look at Dell’s Latitude 7424 Rugged Extreme and Latitude 5424 and 5420 Rugged notebooks.

National Geographic adventurer Mike Libecki depends on Dell Rugged PCs to get to the most extreme locations and this great video he takes Rahul Tikoo, VP of Commercial Mobility Computing with him to Utah to give him a taste of expedition life through ascending, rappelling and climbing, whilst Rahul Mike the new Dell Latitude 7424 Rugged Extreme and Latitude 5424 and 5420 Rugged notebooks.

Find out more and check out the full Dell rugged product line here: https://www.dell.com/rugged

 

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For those on the outside, it may seem that OnPoint Warranty Solutions are a new entrant into our sector.

However, take a peek behind the curtain and you will find a senior exec team with an abundance of experience in the both service and technology. Heading up that team is CEO Chris Smith, a seasoned contract, service and Customer Experience (CX) executive, who has racked up over 32 years industry expertise with the likes of Samsung, AIG, GE and FSM solution provider ServicePower.

In fact, CVs that name check both ServicePower and GE are a common thread amongst 3 of the 4 members of the newly formed exec board driving OnPoint’s business strategy as both CTO Michael Baumer and CMO and COO Jenniffer Breitenstein are ServicePower and GE alumni as well.

What these shared backgrounds indicate is a collection of senior leaders within this young company that have a comprehensive and intimate understanding of what are foundational pillars within the field service sector – namely Customer Experience and how technology can be leveraged to improve service operations.

One final name to add into this impressive group is that of founder and president of OnPoint, Robert Christian.

 

"In fact, they provide solutions for Manufacturers, retailers, original device manufacturers, Service Providers and Consumers alike..."

 

However, Christian brings a different skill set to the team than that of his colleagues. With a background as a Property Casualty Underwriter and database marketing, he has been working in the warranty industry since 1994 and was also instrumental in the creation of Encompass Supply Chain Solutions.

Of course, as founder, it is Christian’s background that is the cornerstone and key influence on where OnPoint positions themselves in the market. However, the service-centric experience of Smith, Breitenstein and Baumer has allowed them to carve out a strong sense of unique identity and solution set.

In fact, they provide solutions for Manufacturers, retailers, original device manufacturers, Service Providers and Consumers alike with their suite of offerings that include customer service solutions ranging from underwriting to extended warranty and service contract programs, service fulfilment and technology, as well as logistics.

In their own words, OnPoint’s solutions have been architected to connect brands to their consumers, relying on “solid underwriting relationships, Omnichannel consumer technology, a robust, AI-driven service administration platform and an expertly managed network of service and part providers”, to deliver great customer service experiences.

“They are designed to mitigate risk and drive revenue for client brands and underwriters while delivering the best customer service experiences on new and existing products.”

Indeed, it is a broad array of solutions that appear to be leveraging the latest consumer-focused technologies and that are designed to take a fresh and dynamic approach to service delivery.

As Christian comments: “As we evaluated what was needed to help brands meet consumers expectations, we recognized that flipping the service paradigm is critical.”

“OnPoint is focused on the end-consumer first. Offering solidly backed warranties and service contracts, variable coverage options that maximize product lifetime values, real-time connectivity on any device, and great service delivered by vetted, technology-enabled service providers drive brand loyalty.”

“When OnPoint cares for the end-consumer, our customers can focus on creating, marketing and selling their brand, which consumers will come back to again and again,” he added.

Indeed, given the rapid emergence of smart home technologies with connected assets within consumer homes now becoming more and more prevalent, there is certainly a lot of potential for those companies who can ‘flip the paradigm’ to flourish as we enter a brave new world of IoT expectations.

 

"Within just a month of announcing their launch back in July 2018, OnPoint was able to announce their first major contract with a major white goods provider to provide field service for their latest line of refrigerator goods..."

 

As a matter of fact, OnPoint considers this a key growth opportunity for the business. Using technology to gather a complete inventory of connected and non-connected devices in consumer homes enables OnPoint to offer game-changing, subscription-based contract and service offers. Consumer not only gain the ability to intelligently cover products which they own with solid service coverage, but they can also change coverage on a month to month basis. In a world where mobile devices are upgraded every 12 months and appliance products no longer can be expected to last 10 years, consumers are empowered to cover what’s important to their household, today and tomorrow with OnPoint.

“The warranty and service business has experienced an evolution in just the last 3 years”, explains Smith.

“Emerging technologies like IoT and 24x7 connectivity through smart devices have transformed the way consumers buy, the way they communicate, and the way they evangelize or demonize a product, a service, or an experience.”

“OnPoint aspires to tap into the vast experience and talent of our team and our selected partners to seamlessly connect manufacturers, retailers and service providers to their consumers, providing great service, transparency and value to both our clients and their customers,” he asserts.

Indeed, within just a month of announcing their launch back in July 2018, OnPoint was able to announce their first major contract with a major white goods provider to provide field service for their latest line of refrigerator goods.

This announcement was then swiftly followed by further announcements of tech partnerships with Mize – another name in field service that has begun to gain impressive traction within the last couple of years in our sector and is a partnership, which can only bode well for the future development and growth of OnPoint.

Whilst it is of course early days for the start-up they have both the wealth of experience, understanding of the industry and an innovative approach that could see them offering services that will be in much demand amongst field service organisations, particularly in consumer industries, as our industry continues to adapt to the widespread impact of IoT in our daily lives.

Find out more @ www.onpointwarranty.com or help@onpointwarranty.com

 

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Captec, designer and supplier of specialist computer platforms, has announced the launch of a brand new fully rugged tablet, built specifically for mobile workforces.

The lightweight, 8-inch VT 681 provides smaller fleets with an affordable Windows-based tablet and has been developed by Captec to disrupt the market currently dominated by more expensive rugged hardware.

Ruggedisation features include IP-67 protection and drop-testing to 1.2 metres, enabling the tablet to comfortably withstand the stresses of challenging environments including rough treatment, dust and water ingress and shocks.

With built-in GPS and an optional barcode scanner, the VT-681 supports the application needs of today’s mobile workforce across sectors including construction, field services, utility fleets and emergency services.

The addition of an integrated hand strap delivers maximum comfort on-the-go, while the active stylus pen increases the functionality available to field service professionals, even in wet conditions.

 

"With built-in GPS and an optional barcode scanner, the VT-681 supports the application needs of today’s mobile workforce across sectors including construction, field services, utility fleets and emergency services..."

 

For mobile workforces requiring use in and out of vehicles, Captec has also developed the IVM-681 vehicle dock, designed to accommodate the VT-681 tablet.

The new Captec dock is robust, compact and quick and easy to use. It features USB and power pass through and has been constructed to offer hassle-free, one-handed cost-effective docking.

To meet the critical safety requirements of in-vehicle applications, the dock has been tested for its ability to endure shock and vibration – enabling tablets to stay securely mounted, even in the event of a collision.

Gerard Marlow, Sales Director, Captec, said:

“We’re excited to be able to introduce this new rugged tablet into our range. Our aim is to provide mobile workforces with flexible, powerful and cost-effective mobile computing solutions that make their jobs easier and provide peace of mind that they’re equipped to withstand all the rigours associated with fieldwork.”

As well as developing the new tablet and dock, Captec offers a complete installation service. By fully managing everything from vehicle audits and custom cable looms to installation and through-life support, Captec optimise in-vehicle applications for reliability, safety and longevity.

Find out more about the Captec VT-681 rugged tablet here - https://www.captec-group.com/product/captec-vt-681-fully-rugged-tablet/

 

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In the early part of this century we have seen huge technological developments impact field service management and increasingly technology and service delivery have become entwined - but investing in the wrong technology can be an expensive mistake, Paul Whitelam, VP Product Marketing, ClickSoftware outlines how we can ensure we avoid such pitfalls...

As we count down to 2020, companies are considering how to prepare for the next decade and get a jump start on the future.

There are many exciting technologies about, which offer much promise. In field service management,

where there is serious complexity that raises the stakes for any technology investment, it’s important these promising avenues realize their potential sooner rather than later.

But investing in new tech doesn’t guarantee its potential will be fully realized. It remains within the purview of the tech buyer to ensure the business extracts maximum value from new technology.

 

Identify Opportunities for Improvement 

Understanding your business strengths, weaknesses, and technological maturity is prerequisite to any exploration of new technology.

Have you outgrown an existing solution and need greater sophistication, or are you limited by processes rather than technology?

 

"Knowing your biggest obstacles and inefficiencies is the starting point for any tech conversation..."

 

Knowing your biggest obstacles and inefficiencies is the starting point for any tech conversation.

Are you able to measure everything and set benchmarks for desired performance? You will need to in order to have a productive conversation with a vendor.

For example, if you know you want to reduce windshield time rather than mileage this creates different requirements for a routing solution and what methodology it uses to map routes for service workers.

In organizations new to field service management solutions, there might be a lack of sophisticated measurement and benchmarks.

If you are moving from spreadsheets and manual paperwork for the first time, the leap can seem daunting. But this is the perfect opportunity to put prospective vendors to the test and use their expertise to source measurement frameworks, benchmarks, and best practices—then hold them accountable for delivering.

 

Invest in Outcomes, Not Products

Anyone trying to sell you a hammer will characterize your problems as nails, regardless of their nature. Once you’ve understood your challenges, you can articulate desired outcomes that can define the required capabilities for a solution.

The underlying technology is not irrelevant, but how it’s utilized is most important, and to what end.

Imagine you want to speed up response times without adding staff.

This will require the ability to schedule and dispatch workers automatically—with zero touch.

This could lead you to AI-driven automation and keeps the horse before the cart. The desired outcome first, tech and methodology second.

Whether your ultimate aim is to reduce costs, increase revenue, or improve customer experience, it should be clearly stated and technology agnostic.

Don’t let shiny new technology give you the old razzle-dazzle—you’re in the business of getting real work done—drive every conversation back to outcomes and proof.

 

Incorporate Change Management

New and innovative solutions can fall short of their promises if not wholly adopted by your workforce.

Even the best solutions can fall flat if your team is not on board.

Many field service organizations save money by using augmented reality wearables to remotely assist junior technicians on advanced jobs.

A senior technician can provide the expertise and guidance without having to travel. This sounds like a great idea to implement until you realize senior technicians are uncomfortable with the technology and prefer to use phones or to be dispatched to the job themselves—at a higher hourly cost.

 

"When talking to your technicians, extol the benefits of the change from their point of view, rather than the potential..."

 

Ensuring your new process and field adoption line up with your vision requires an early focus on change management and communicating with all levels of your service organization.

When talking to your technicians, extol the benefits of the change from their point of view, rather than the potential. They’re more likely to buy into an idea that impacts their work positively.

Have a plan for communicating with, training, and reassuring your workforce about what’s in it for them.

Looking ahead, make sure you recruit employees who are technology friendly and are eager to learn and use the latest and most advanced solutions available.

Automation, machine learning, real-time traffic based routing, and augmented reality all have practical applications in the field today.

Just as the technologies of yesteryear that they’re succeeding, these are simply tools to enable the job field service workers have always done.

To capitalize on their potential, whether you’re considering an upgrade, a process change, or purchasing a new solution, remember to lead with your biggest challenges, define your desired outcomes, and ensure your team is excited about the coming changes.

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