In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
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Jul 28, 2017 • Features • Future of FIeld Service • Mark Brewer • Mark Homer • Paul Whitelam • ClickSoftware • IFS • IoT • servicemax • The Big Discussion
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
This time around we turn to a brand new topic which is the Internet of Things and our experts are Paul Whitelam, ClickSoftware, Mark Homer, ServiceMax from GE Digital and Mark Brewer, IFS...
The first question of this topic was "Just how big is the potential impact of IoT on Field Service?" whilst the second answered was "Is IoT now making the shift from early adoption to mass adoption amongst field service companies?"
So let's move onto the third question of the topic...
Question Three: What are the challenges of implementing an IoT strategy within field service operation?
One of the biggest challenges of marrying IoT and field service is developing the technological infrastructure to capture, process, and respond to the data collected by IoT-enabled assets. Turning voluminous data into business intelligence will require service organisations to completely rethink their operations.
If a machine can tell you an uncomplicated part needs replacement, will you be able to dispatch a junior (and therefore less expensive) resource to provide maintenance; or simply deliver the part to the customer by drone? Will you be able to do so without human intervention? Will you be able to use IoT data to optimise scheduling preventive maintenance while reserving capacity for emergency work?
In order to fully realise the benefits of IoT, field service organisations will need to incorporate artificial intelligence driven service automation solutions that integrate with their other systems. IT support will be increasingly important, as well as expertise in data science.
There are still some hurdles to overcome in the wider context, such as security, data storage, infrastructure demands, and the knock-on effects across a company’s wider IT systems. But many of the data protection issues and cyber threats have been addressed by the development of more sophisticated edge computing devices and edge to Cloud technologies, as well as putting some of intelligence and logic (AI) power and computing next to the critical asset. Very few companies have the expertise in-house required to protect industrial data, so you should engage data science cyber security specialists where it makes sense.
There’s also the question of who in a company can best lead the digital charge. Companies need a person or team that can bridge the gap between IT, service and operations so that all competing priorities are met. It’s an easier issue for larger companies to address as they have a greater breadth of talent pool and a wider range of skills.
I also think mindset can be an inhibitor or an accelerator. Most people can think big, but the potential of the Industrial Internet means you can think bigger. You’ve got to sit down and look of the art of the possible and then map a digital strategy to it. There’s lots of help available in this area, such as dedicated foundries, maturity assessments et al, but people don’t know they exist.
Like many things, it depends:
If equipment is high-value and expected to have a long life, you need to retrofit them with sensors.
Those sensors may be 3rd-party.
Many facilities, even today, have limited bandwidth available to them. This can make transmitting data from many sources challenging.
For third-party service providers there’s the question of data ownership. Who owns information collected about how equipment is being used and is performing? The service provider? The OEM? The customer?
Fundamentally, the biggest challenge with adopting and implementing IoT is having the right structure and systems in place to maximise its value. It doesn’t serves an organisation to have the ability to collect data from assets if that data is not processed and actioned in real-time.
Organisations need business process intelligence, optimised field service management, and real-time visibility to truly maximise the potential of IoT.
Next weeks the final question of this topic: Are field service companies who are not adopting IoT at risk of becoming non- competitive?
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Jul 27, 2017 • Features • Future of FIeld Service • resources • white papers • White Papers & eBooks • Digital Transformation • Enterprise Service Management
Resource Type: White Paper Published by: IFS Title: Digital Transformation and enterprise service management - what's next?
Resource Type: White Paper
Published by: IFS
Title: Digital Transformation and enterprise service management - what's next?
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
Synopsis:
Digital transformation is the predominant trend impacting today’s global business. Broadly speaking, digital transformation speaks to the changes produced by the application of digital technology to society at large—just walk down a street or go into a coffee shop and look at the eyes focused on the ubiquitous smartphone.
But for business, digital transformation goes beyond the tactical application of technology—something that has been happening in enterprises for years—to the strategic incorporation of digital technology as the very basis for competition. It is transforming business models by speeding innovation and making ongoing practical gains in operational efficiencies, product design, development and delivery, and customer relationships. It’s changing the way companies think about coming to market.
In this age of digital transformation, the old methods of service simply don’t apply anymore. World-class organisations must now anticipate service needs before they manifest as problems by taking a proactive approach to service delivery. To be sure, the technologies driving the digital transformation are both ratcheting up the pressure on service while providing new opportunities. Those companies looking to what’s next as service continues to evolve will benefit greatly as the digital transformation continues.
Overview
The white paper focusses on three core elements of digital transformation in a field service context:
Impact of Digital Transformation on Field Service
For service providers, the digital transformation will mean increasing competitive pressure in terms of time to response. At IFS, we believe there will be a rapid escalation in response time competition across the service provider industry. Response times are shortening because of customer expectations, technology capabilities, and competitive pressure .
Because of the disruptive nature of technologies such as IoT, the change will not be incremental. I
f your current response time is a week, it’s not enough to reduce it to six days. It will have to be a more dramatic reduction, and those that move first will have an advantage. Expectations are changing from days to hours or minutes, and those that are left behind will lose business.
Supporting the Digital Transformation in Service
A company pursuing digital transformation must have tools that allow executives and managers to review and orchestrate processes that align with their business strategy to ensure process execution delivers that strategy.
A company pursuing digital transformation must have tools that allow executives and managers to review and orchestrate processes that align with their business strategy
This can happen by assessing real-time business performance in the context of how it affects key business processes and goals, giving managers real-time operational intelligence and actionable controls to solve issues before they become problems. The solution is about strategy acceleration and execution.
What's next?
A recent report on the state of digital transformation had some interesting results: 88 percent of companies surveyed said they were undergoing digital transformation efforts, but only a quarter had an understanding of what it is.
The challenge creating this gap, according to Forbes, was not investment in technology but rather the realignment of business models to reflect the transformation being sought. This underscores the point made by IDC: digital transformation is not just a technology trend, but rather a core business approach at the center of enterprise strategies across all industry segments and markets.
Want to know more? This white paper is available to Field Service News subscribers but if you are a Field Service Professional you may qualify for a complimentary industry practitioner subscription! Click here to apply for a subscription now and we’ll send you this white paper to your inbox now instantly as a welcome gift!
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Jul 21, 2017 • Features • Future of FIeld Service • Mark Brewer • Mark Homer • Paul Whitelam • ClickSoftware • IFS • IoT • servicemax • The Big Discussion
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
This time around we turn to a brand new topic which is the Internet of Things and our experts are Paul Whitelam, ClickSoftware, Mark Homer, ServiceMax from GE Digital and Mark Brewer, IFS...
The first question of this topic was "Just how big is the potential impact of IoT on Field Service?"
And onto this week's question...
Question Two: Is IoT now making the shift from early adoption to mass adoption amongst field service companies?
Although IoT in field service is still relatively new, early adopters like manufacturers of capital equipment are approaching greater maturity. They’re leapfrogging other industries in terms of first-time fix rates and overall operational efficiency.
Other industries are beginning to recognise the potential benefits, and we’re seeing conversations around IoT shift from wide-eyed wonder to practical next steps. Utility and telecommunications providers are well positioned to benefit by making the infrastructure they maintain smarter and better connected. Consumer-facing organisations can better empower customers to participate in diagnosing and repairing problems.
The Smart Meter initiative in the UK is a perfect example where mass adoption by consumers will force manufacturers to advance. A couple years ago IoT in service was largely seen as tomorrow’s problem.
Today service providers are eager to take the next step.
IoT hasn’t reached mass adoption in any market just yet, but certainly field service is seen as the ‘killer app’ for businesses. And it’s making fast progress.
Senior management are realising that service is the hidden gem within their organisations, largely due to the untapped potential of the Industrial Internet, and it’s something we’re seeing in our own global customer base.
Fuelled by the shift to outcome-based service models, shrinking product margins, and globalisation, and the Industrial Internet, industry watchers have been predicting that service revenue will eventually eclipse product revenue. Smart, connected, optimised equipment assets are accelerating that shift.
As companies begin to properly monetise service with sensors at the edge, they have the opportunity to increase service revenues and margins further, providing an effective hedge in a downturn economy.
That’s why we’re seeing greater adoption and acceleration in this space.
Yes. The concept of IoT and IIoT (Industrial Internet of Things) isn’t a new one.
It has been around for more than 20 years. But now, thanks to advances in technology and digital transformation, it is at the forefront of business opportunity. There are many field service sectors that have already been working with sensors and IoT technology for a few years now, such as the medical industry (like the IFS customer Sysmex).
Over the next five years we will no doubt see the number of IoT implementations rise among field service organisations as the industry becomes regulated and more best-practice cases are publicised.
Next weeks question: What are the challenges of implementing an IoT strategy within field service operation?
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Jul 19, 2017 • News • analytics • Artificial intelligence • Future of FIeld Service • Krista Brown • Digital Transformation • Dimension Data
New research which examined how organisations are evolving from a traditional office environment to a digital workplace reveals that gaining competitive advantage and improving business process are among the top goals of their digital transformation...
New research which examined how organisations are evolving from a traditional office environment to a digital workplace reveals that gaining competitive advantage and improving business process are among the top goals of their digital transformation strategy.
This is according to 40% of 800 organisations in 15 countries on five continents that were interviewed for Dimension Data’s Digital Workplace Report: Transforming Your Business which was published this week.
Another insight in the Report is that digital transformation is not just about adopting the technologies of the past: 62% of research participants expect to have technology such as virtual advisors in their organisations within the next two years. In addition, 58% expect to start actively investing in technology that powers virtual advisors in the next two years.
Today, the digital workplace is no longer just made up of managers and those managed; co-workers collaborating with one another to complete projects; and employees interacting with customers and partners. It’s increasingly populated by ‘virtual employees’ who do not exist in a physical sense, but nonetheless play an important role in the organisation.
Organisations have grown their use of analytics to understand how these technologies impact their business performance: 64% use analytics to improve their customer services, and 58% use analytics to benchmark their workplace technologies - Krista Brown, Dimension Data
“It’s no longer enough to simply implement these technologies,” says Krista Brown, Dimension Data’s Group End-user Computing SVP. “Organisations have grown their use of analytics to understand how these technologies impact their business performance: 64% use analytics to improve their customer services, and 58% use analytics to benchmark their workplace technologies.”
Meanwhile, around 30% of organisations said they’re far along in their digital transformation initiatives and are already reaping the benefits, while others are still in the early stages of developing a plan.
Brown says one reason that could be holding companies back from implementing a digital workplace is their corporate culture. Often, technology and corporate culture inhibit – rather than encourage – workstyle change. However, the number one barrier to successful adoption of new workstyles was IT issues, and research participants cited organisational issues as another.
“The complexity of the existing IT infrastructure can present a major hurdle to implementing new collaboration and productivity tools to support flexible workstyles. Successful transformation implementations are achieved when IT works closely with line-of-business heads,” says Brown and adds that these transformations are supporting new ways of doing business or supporting clients.
IT leaders were asked to rank which technologies were most important to their digital workplace strategies.
Robert Allman, Group Senior Vice President, Customer Experience and Collaboration believes that mobility is pivotal to a digital workplace. “Business leaders and CIOs are switched on to the importance of mobility in the digital workplace, with an even mix of companies supporting company-provided and employee-owned devices in the work environment.”
Enterprises are also turning to new workplace technologies to drive increased customer service, with 45% of respondents saying they’ve improved customer satisfaction as a result of their use of digital workplace technology.
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Jul 17, 2017 • video • Future of FIeld Service • future of field service • Location based tools • Video • David Troll • Glympse
Kris Oldland, Editor-in-Chief, Field Service News speaks exclusively to David Troll, Senior Vice President Global Sales and Customer Operations with Glympse about their location based technology, including where it adds new value above and beyond...
Kris Oldland, Editor-in-Chief, Field Service News speaks exclusively to David Troll, Senior Vice President Global Sales and Customer Operations with Glympse about their location based technology, including where it adds new value above and beyond standard GPS and tracking options and why his customers are seeing as many customer satisfaction benefits as they are operational benefits...
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Jul 14, 2017 • Features • Future of FIeld Service • Mark Brewer • Mark Homer • Paul Whitelam • ClickSoftware • IFS • IoT • servicemax • The Big Discussion
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
In the Big Discussion we take one topic, bring together three leading experts on that topic and put four key questions to them across four weeks to help us better understand its potential impact on the field service sector...
This time around we turn to a brand new topic which is the Internet of Things and our experts are Paul Whitelam, ClickSoftware, Mark Homer, ServiceMax from GE Digital and Mark Brewer, IFS...
And so onto the first question on the topic...
Question One: Just how big is the potential impact of IoT on Field Service?
The Internet of Things is already transforming field service. Service has traditionally been a reactive practice. Something breaks, a technician is dispatched to fix it, and sometimes the repair is successful the first time. IoT enabled devices provide ongoing visibility into the status of a piece of equipment, as well as a richer view of the severity and source of any issues, and the ability to make predictions based on this information.
The service organisation no longer waits for a panicked phone call from a customer. They can proactively maintain equipment, replace components before they break, and use an understanding of asset lifecycle and usage patterns to inform future product design.
Customers increasingly expect to pay for uptime instead of equipment, and define SLAs based on their business targets. Eventually, all service organisations will have to live up the expectation of seamless service and minimised disruptions.
The potential of IoT – and more importantly IIoT (the Industrial Internet of Things) – is immense. So much so, that it’s making service a game changer, fundamentally changing how we optimise equipment and capital assets, and predict their maintenance and service requirements.
By harvesting and applying intelligence that previously would have been impossible to obtain, companies are seeing a major step change this area - that’s why more forward thinking companies are combining IoT-enabled field service management with asset performance management.
This is emerging as the real disruptor because for the first time, customers have meaningful performance and service intelligence at their fingertips to understand potential equipment issues, and pre-empt them or act upon them quickly and efficiently with the correct tools and parts.
It’s important to remember that prescription is equally as valuable as prediction - prescription to make adjustments or refine parameters to improve productivity or throughout, or keep something running to the next planned service outage. That’s one of the things that makes the Industrial Internet so powerful – you can do load balancing, and share the flow and volume across multiple appliances or machines using condition-based monitoring to switch machines in high volume usage areas when required.
IoT has huge potential to transform field service organisations. The concept and technologies allows organisations to take data collected from remote sites and equipment to:
Gain better insights into the usage of equipment.
This will help determine when to perform optimal service. Rather than send technicians to sites on a schedule, you can send them only when you need to. For example, say you service a solar park. One of the main things that can lead to damage solar modules is wind. By remotely tracking the wind speeds, you can better estimate when to perform service.
Run a leaner service organisation.
One challenge service organisations encounter is that they’re reactive in nature. They respond to equipment failing. And without real-time information of equipment, when the equipment fails is unpredictable. This requires the organisations to maintain a fair amount of slack. Both within the inventory they manage, and the people that they’re made up of. Knowing when equipment will likely need service or when it will reach its end of life allows you to better plan.
Improve the competitiveness of your service offerings.
IoT, combined with machine learning, allows you to address problems before they occur. This results in higher availability of your equipment and lower service costs. You can pass this to your customers by improving your service terms and conditions. Higher SLA targets and compliance delivered at lower cost is a win-win all around.
Next weeks question: Is IoT now making the shift from early adoption to mass adoption amongst field service companies?
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Jul 11, 2017 • Features • Future of FIeld Service • big data • Claudine Bianchi • ClickSoftware
We’re all in the service business now states ClickSoftware’s CMO, Claudine Bianchi before explaining how and why meaningful interpretation of data will be the key to defining a new level of customer trust...
We’re all in the service business now states ClickSoftware’s CMO, Claudine Bianchi before explaining how and why meaningful interpretation of data will be the key to defining a new level of customer trust...
Do you remember the last truly exceptional meal you ate at a restaurant?
If it stands out in your memory, it probably wasn’t solely because of the perfectly seared steak or sublime glass of wine. Your server was not just polite, but engaged in creating a special dining experience just for you.
You might not remember the taste of every bite, but you remember exactly how you felt throughout the meal. You’re still telling everyone to try that restaurant when they travel to the same city. Now, can you make your own customers this happy?
Just as a rude server can ruin a delicious meal and keep you from ever returning to a restaurant, every product you sell, or service you provide, creates a contract of perceived customer expectations.
Just as a rude server can ruin a delicious meal and keep you from ever returning to a restaurant, every product you sell, or service you provide, creates a contract of perceived customer expectations.
Even if someone else is responsible for a service visit, guess who will be named by a customer in a frustrated social media post. Hint: it’s not the nameless service contractor.
Research has shown customer experience is directly tied to profitability, a primary concern for all businesses. And now, big data can help.
Can data solve your service problem?
The standard bearers for great customer experiences are increasingly disruptive companies and applications that ostensibly don’t have a service component at all. It’s unlikely customers ever have human to human (H2H) interaction with anyone at Netflix or Amazon, but these companies have turned customer data into incredible recommendation engines that keep these customers coming back and spending more.
From being able to supply more personalisation through what you learn about customers, to understanding how product usage changes throughout its lifecycle, unexpected insights can completely transform the future of your business—if you’re willing to follow the data.
To build the right foundation for data-driven customer service, identify existing sources and inputs and look for ways they can be augmented
It’s time to move beyond what’s breaking and needs fixing or what’s about to break. Rich customer data can tell you a more interesting story about how customers feel about your business.
Defining a new level of customer trust
Data is the key to truly knowing your customers.
That knowledge is power, and with great power, comes great responsibility. As more businesses rely on data to provide better customer experiences, they’re also taking on the burden of capturing, storing, and managing that data responsibly.
While most technology consumers understand their data is interacting with various services whenever they use a website or application, few know just how complex and sophisticated these tools and algorithms are. It’s been called the “trust web”—where each party shares data and permissions granted by the core user in a way that yields some benefit.
Beyond earning customer trust by delivering on the promise of reliable products and consistent service, you must also make them feel confident that the voluminous data collected is well protected, mostly anonymous, and safeguarded from misuse.
Customer experience and trust can be fodder or poison for a brand. Ask your marketing team to help you make sense of consumer behaviour and better communicate the benefits of your enhanced offerings and collected data.
Service quality will save the business
By focusing on service and experience as integral to a successful product and sale, businesses can still compete for a sophisticated and demanding customer base
By focusing on service and experience as integral to a successful product and sale, businesses can still compete for a sophisticated and demanding customer base.
The customer experience advantage might begin with the point of sale, but it can earn a lifetime of loyalty. Let customer data light the way to an intimate understanding of their relationship with your products or services, and then deliver experiences your competition won’t be able to replicate.
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Jun 20, 2017 • video • Coresystems • crowdsourcing • Future of FIeld Service • Lukas Peter • SwissCom
Filmed at FieldServiceUSA in Palm Springs 2017 Kris Oldland, Editor-in-Chief, Field Service News talks exclusively to Lukas Peter of Swiss Telco giants SwissCom about their pioneering new service SwissCom friends which harnesses the power of...
Filmed at FieldServiceUSA in Palm Springs 2017 Kris Oldland, Editor-in-Chief, Field Service News talks exclusively to Lukas Peter of Swiss Telco giants SwissCom about their pioneering new service SwissCom friends which harnesses the power of CrowdSourcing working with technology from Coresystems and applies it to a field service application....
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Jun 19, 2017 • Features • Future of FIeld Service • CALLCARE • Gemma Harding • Customer Satisfaction and Expectations
The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about...
The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about taking their money elsewhere.
To help you out, Gemma Harding, Head of Corporate Services at virtual receptionist provider CALLCARE brings you her top four predictions for what the future of customer service holds:
The working day is changing and will continue to do so
Over the two years at CALLCARE, we have gathered data that shows a dramatic change in the way that people interact with customer service departments during their normal working day.
7am has now become the new 8am; people are starting their days earlier. Customer service centres have reportedly been seeing an increase in the number of calls from 7 in the morning onwards; undoubtedly as people attempt to get their admin out of the way before getting to the office.
Whereas previously the most popular lunch time calls were made between 1pm and 2:30pm, they are now taking place from 12:45pm and 1:30pm.
Once the working day is over, it appears that people are using that free time to organise themselves, as there has been a 45% increase in the number of calls made between 6pm and 8pm from 2014 to 2016. Customer service calls aren’t dropping off till 8 in the evening.
Artificial intelligence will grow
Speaking to a robot over the phone isn’t everyone’s favourite part of calling a customer service centre. In fact, one in 10 people from our survey stated that their biggest customer service frustration was having to deal with too many options in order to be directed to the correct department. Having to press a dozen different buttons just to be able to speak to a real person is a real life pain point that businesses shouldn’t ignore.
But this could actually be the path to a more efficient and cost-effective future, with just a few amendments to the way the system works.
However, here at CALLCARE we believe that too heavy of a reliance on artificial intelligence would start to detract from the effectiveness of customer service. What we would like to see moving forwards is support from this level of advanced technology that works hand-in-hand with humans on the other end of the phone.
Data-driven customer service
Some companies may not realise it, but they actually have a tremendous amount of information at their fingertips. All the data they collect, sometimes without being aware of it, from their existing customers can help provide all sorts of insights into improvements that they can be making.
Don’t be afraid to start digging into the data that you have at your disposal. Everything from the times that your calls spike to the most popular queries tells you something different about how you can improve your service. And certainly don’t be afraid of sharing; it isn’t just your direct customer service advisers who can use it to their advantage.
Saturday will become the sixth weekday
For most people, the weekends are made for relaxing, but CALLCARE’s data appear to show that Saturday has become an extension of the working week. Compared to 2014, we have seen a 60% increase in the number of customer care calls being made on a Saturday between the hours of 9am and 6pm. This makes it almost as busy as a standard working day.
Compared to 2014, we have seen a 60% increase in the number of customer care calls being made on a Saturday between the hours of 9am and 6pm
Again, this is all down to convenience. Companies should be making their customers work hard to get in touch with them; it should be as quick, easy and painless as possible.
The weekend isn’t treated the same as it used to be, just the same as Bank Holidays and evenings, so businesses should be doing whatever it takes to ensure that their customers’ requirements are catered for.
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.
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