The top three most important trends affecting the future of field service are new pricing models, data as an asset, and standardizing and simplifying processes, according to new research conducted by Bain & Company and ServiceMax, a leader in...
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Sep 29, 2021 • News • Digital Transformation • servicemax • Leadership and Strategy • GLOBAL • BAIN & COMPANY
The top three most important trends affecting the future of field service are new pricing models, data as an asset, and standardizing and simplifying processes, according to new research conducted by Bain & Company and ServiceMax, a leader in asset-centric field service management software. The global study, “Future of Field Services”, which includes survey data from 283 field service technicians and 25 service executives across the US and Europe, looked at the future of services, organization maturity and trends across commercial models, operations and technology, as well as key challenges and enablers in the field service arena.
THIS CO-AUTHORED GLOBAL STUDY EMPHASIZES THE EVOLVING SERVICE BUSINESS MODEL, THE IMPORTANCE OF ASSET DATA AND OPPORTUNITIES TO REDUCE WASTE AND FRICTION
“In addition to giving us insights into the future of service, the research highlights opportunities to both eliminate waste and reduce friction in service organizations, as well as increase service value and monetize engagement,” said Sumair Dutta, industry analyst and senior director of digital transformation at ServiceMax. “Field service is changing, and the pace of change is likely to accelerate in the next three to five years. This study shows key areas where service executives can close the gap between strategic expectations in the boardroom and tactical execution by technicians in the field, such as empowering cross-selling and upselling enablement, streamlining and simplifying processes, and properly training a digitally-empowered field force.”
According to service executives, the number one trend set to impact the future of field services is the creation of new commercial opportunities, such as the evaluation of new pricing models. Executives increasingly expect their field forces to play a role in selling services, with some companies generating up to 30% of service revenue originated by technicians. However, 70% of surveyed technicians feel they are not particularly skilled to drive sales.
Service executives said the second most important trend is harnessing data as an asset. However, 47% claim current tools aren’t easy to learn and use, and 60% of technicians say that when they’re asked to collect data, they don’t know the reason behind it. Increased access to data is particularly important for supporting dynamic pricing and changes to the commercial model, such as shifting from selling reactive service to selling solutions and outcomes.
Service leaders identified the standardization and simplification of processes as the third most important trend. However, one in three technicians report struggling with current processes. To address this, service leaders should prioritize standardizing the largest part of processes, customizing to specific market dynamics only when required, and embedding customer feedback loops into process continuous improvement efforts.
“In capital-intensive industries, field service has become increasingly critical to growth, profitability and commercial performance,” said Prashant Iyer, a partner in Bain & Company’s Advanced Manufacturing & Services practice. “We at Bain & Company believe that the people closest to the work, those on the frontlines, often have the most valuable input about their business. While there’s no shortage of trends affecting the quickly evolving field service market, this new research allows us to narrow in on the most critical pain points and solutions, as told by the technicians and executives leading this work.”
The full Bain Brief can be accessed hereFurther Reading:
- Read more about Leadership and Strategy @ www.fieldservicenews.com/leadership-and-strategy
- Read more about ServiceMax on Field Service News @ www.fieldservicenews.com/servicemax
- Download a copy of the "Future of Field Service" study @ lp.servicemax.com/Bain-Report-2021
- Find out more about ServiceMax @ www.servicemax.com
- Follow ServiceMax on Twitter @ twitter.com/ServiceMax
Sep 29, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo
In the third and final article of a series of excerpts from a recent white paper published by Praxedo, we look at the role of technology in empowering technicians to enhance customer relationships.
In the third and final article of a series of excerpts from a recent white paper published by Praxedo, we look at the role of technology in empowering technicians to enhance customer relationships.
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Equipping field technicians with a mobile app gives you additional opportunities to increase efficiency. But it does much more than that. A mobile app is key to delivering the extremely high service levels needed to enhance customer relationships and differentiate from the competition.
The app runs on any mobile device, and is connected to the software used in the office. It gives technicians anytime, anywhere access to all of the information they need throughout their day, even when they’re working in locations without cellular or Wi-Fi coverage. Technicians have the resources and flexibility they need to work smarter, take on more responsibilities, and increase customer satisfaction at every step throughout their day.
All Schedule and Travel Information is at Technicians' Fingertips
There’s no need for technicians to start their day from the office, or return to the office to check the latest schedules. Technicians can see their appointments, map-based views of the optimal travel routes to job sites, and detailed work order descriptions at a glance on their mobile device. And they can automatically communicate job progress to office staff by changing their status in the app.
Technicians also have more flexibility to manage their own schedules. If they finish a job early, they can schedule themselves for nearby jobs. They can also create work orders on the spot if new opportunities or require- ments emerge during the day. They can reschedule jobs if needed, and are instantly notified if office staff reschedule a job while they’re on-the-move.
Technicians Arrive On Site Fully Informed and Prepared to Act as a Trusted Advisor
All customer information, including the site address, contact details, and customer history are also available through the app. Before they arrive, technicians can re- view reminders and tips for working at the site, as well as any previous recommendations made to the customer by company sales staff and other technicians. They can also check spare parts availability and locations.
Technicians’ ability to review all of this information while they’re in the field means they always arrive on site fully prepared and equipped to efficiently execute on the job, and to have informed conversations with customers — whether they’re answering questions, reviewing mainte- nance packages, or explaining service options. And there are no delays or mix-ups if customers have multiple sites and different types of equipment.
During the service call, technicians can use the mo- bile app to access real-time solutions to real-time pro- blems. They can check data sheets, technical guides, and checklists of procedures to follow when troubleshooting or repairing specific types of equipment. They can also exchange instant messages and photos with other tech- nicians and company experts to get immediate assistance to challenging problems.
Service Reports are Always Accurate, Complete and Instantly Available
When service is complete, technicians can impress customers by immediately providing the completed electronic service report for validation. The report form includes mandatory fields, and is designed with checkboxes and drop-down lists so it’s fast and easy to complete, and en- sures technicians provide all required information.
Technicians can even collect customers’ electronic signa- tures and attach photos that illustrate the extent of the problem and verify the repair was properly completed.
The Benefits of a Mobile App Really Add Up
At the end of the day, giving technicians a mobile app helps you build every aspect of your business. You can:
- Increase profitability by providing faster, more res- ponsive customer service, improving first-time fix rates, and accelerating billing.
- Differentiate from the competition by empowering technicians to become trusted advisors that add value for customers at each stage of service delivery.
- Grow your business by expanding your relationship with existing customers and attracting new ones through referrals from happy customers.
- Improve technician satisfaction and retention by gi- ving them the flexibility and freedom to take more initia- tive and achieve greater success.
"There's a significant opportunity for field service providers who recognize the difference between serving customers and selling to them. When technicians make informed and helpful recommendations in the field, it must be in the context of providing better service. The worst thing a service organization can do is try to turn their technicians into sellers."
Jim Baston, Field Service Industry Expert
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Software and Apps @ www.fieldservicenews.com/software-and-apps
- Read more about Leadership & Strategy @ www.fieldservicenews.com//leadership-and-strategy
- Learn more about Praxedo @ en.praxedo.com/
- Follow Praxedo on Twitter @ twitter.com/Praxedo
Sep 24, 2021 • Features • White Paper • Digital Transformation • IFS • Covid-19 • Remote Services • GLOBAL
In the first article of a series of excerpts from a recent white paper published by IFS, we look at companies that have accelerated adoption of remote services in their operation during the pandemic.
In the first article of a series of excerpts from a recent white paper published by IFS, we look at companies that have accelerated adoption of remote services in their operation during the pandemic.
This feature is just one short excerpt from an white paper recently published by IFS.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
In the midst of COVID, one of the most talked-about and widely leveraged digital toolsets was augmented and merged reality tools that enable remote interaction, collaboration, and service.
In a time of lockdowns and travel restrictions, software that blends two real-time video streams into an interactive environment proved incredibly useful as a business continuity measure for countless businesses, but particularly for field service organizations.
To be fair, many companies had begun using augmented reality and remote assistance technologies prior to the pandemic – but the conditions of COVID rapidly accelerated adoption by those who had not yet considered the role of remote service in their operations. I’ve written about the value proposition of augmented reality for years and am a huge proponent of the impact it can have on remote customer support and resolution, remote diagnosis to increase first-time fix, better utilization of valuable resources, as well as more rapid employee training and knowledge transfer.
What makes for the most interesting conversation today, however, and the purpose of this report is to explore the role remote service will play in a post-COVID world. The
use of the technology when on-site visits are impossible or unsafe is very simple to understand and put into action. What begs a harder question is how organizations who have turned to remote assistance tools for those business continuity purposes will evolve their use of the technology and incorporate it into their overarching service strategy as we move forward. Is it a key enabler of a remote-first service strategy? Or just another tool in the arsenal to improve customer outcomes? This is the question many companies are grappling with as service conditions normalize.
To weigh in on this topic, I invited some of the service leaders I’ve talked with over the last year about their companies’ uses of remote service. On the following pages, we discuss some of the key points related to determining the fit for remote service in your business and how to maximize its potential to create efficiency gains, customer satisfaction, and competitive differentiation.
Beginning the Remote Service Journey
Some of these companies were leveraging remote assistance tools pre-pandemic, others quickly turned to the technology to ensure service could persist throughout the pandemic.
For those who were already leveraging remote assistance, there’s a sense of relief that the investment had been made and that the technology could serve as a means for business continuity in incredibly uncertain times. For those who had the foresight when COVID struck to very quickly get the technology in place, it is clear that it wasn’t an investment made only as a means to survive the pandemic – but a technology that could have both short and long term benefits.
RICOH is one of the companies that had already been leveraging augmented reality before COVID hit but saw use spike 775% when agents and technicians’ normal business practices were impacted. “Originally, we started a Dispatch Avoidance program, now rebranded as Remote Resolution, to focus our service in three key areas (Field Service, Onsite Managed Services, and Commercial Print). All three areas targeted different processes and elements, but in the end, were all primarily focused on shifting support “left” and integrating technology such as augmented reality as part of the process, providing tech to tech support,” says Dr. Marlene R. Kolodziej, DBA, ITIL, Vice President, Centralized Services at RICOH Digital Services. “We did experience an increase in skill set for those resources in the field, since they were potentially supporting devices through augmented reality that they had never supported previously, thereby increasing their knowledge and skills, as well as a shift to increase calls resolved at first level instead of routing to the field.”
While RICOH was able to rely on use of the technology during the pandemic, and therefore saw the 775% spike in use, that rate has normalized now to 150% of pre- pandemic use. “We have also successfully deployed our truck driver MFP Program, using augmented reality with our truck driver delivery program to reduce the deployment of a new MFP from three visits to one. Previously a truck driver would deliver an MFP to the customer, then a field service technician would visit the customer to perform the installation, then the truck driver would return to pick up the old device. Now the truck driver works with our technicians and installs the printer using augmented reality, as well as deliver new/retrieve old MFP, all in the same visit,” says Marlene.
Smart Care Equipment Solutions also had augmented reality in place prior to COVID, but its experience with the technology during the pandemic was far different than RICOH just based on its industry. “We initially invested in the technology because we were looking at two pieces of equipment that had high complexity and a high callback ratio for us: ice machines and combi-ovens in this industry, because remarkably, both of them have electronic controls and both of them have a lot of water with them. There was enough of a gap between those two pieces and all the rest of the equipment and we turned to remote service because we wanted figure out how we could bring the competencies of our trainers, who knew those pieces of equipment well, out to the field more quickly to drive down those callback ratios,” says Gyner Ozgul, COO of Smart Care Equipment Solutions. “We had just kicked this off before the pandemic hit and of course our industry was heavily impacted with restaurant closures. I’m pretty confident that it’s going to have a bigger impact as things normalize.”
Utility FortisBC is an example of a company that turned to remote assistance specifically to adjust to trying to maintain service amidst pandemic circumstances. “We were limited in entry into our customers’ premises,” explains Scott Lowes, Construction Supervisor at FortisBC. “Remote service software has allowed our field employees to continue working and providing the best possible customer experience throughout the pandemic, while increasing their safety and reducing potential exposures.” While FortisBC’s initial use of remote surface stemmed from the pandemic, the organization sees potential for use of the technology far beyond those needs.
"We turned to remote service because we wanted figure out how we could bring the competencies of our trainers, who knew those pieces of equipment well, out to the field more quickly to drive down those callback ratios."
Gyner Ozgul, COO of Smart Care Equipment Solutions
Munters had remote service on its radar before COVID, but it was on the future roadmap of technology investments. When the pandemic struck, the company saw the opportunity to act fast and speed up this portion of its plans as a way to persist through COVID conditions but also set the stage for post-pandemic success. “We’d been researching remote service applications prior to COVID, primarily looking at how to enable third-line support for technicians. When COVID hit, we saw the opportunity to act fast on the use of the technology in a different way, which was directly with customers,” describes Roel Rentmeesters, Director of Global Customer Service at Munters.
The company was able to act adeptly on the potential for remote service, acting fast to select IFS Remote Assistance and deploying it to more than 200 users across 20-plus countries in just two weeks.
“As our initial use unfolded, we quickly realized we could also use the technology in other areas of the business impacted by COVID, For instance, we used remote assistance to open new manufacturing facilities that previously required travel that became restricted. We also recognized the opportunity to use this technology to train junior technicians – if they get stuck on a job, they can interface with a more experienced resource to aid in resolution,” says Roel. “While the initial use began during COVID, it has become embedded in our organization. Does it mean that every technician is using it? No, but customers accept it and welcome it because you give a faster response than you used to be able to do. It’s more efficient because you don’t need to go onsite before you do it. So, it has become part of our daily way of working and our solutions towards customers.”
"We have also successfully deployed our truck driver MFP Program, using augmented reality with our truck driver delivery program to reduce the deployment of a new MFP from three visits to one"
Marlene Kolodziej, Vice President, Centralized Services at RICOH Digital Services
Panasonic Heating & Cooling Solutions Europe also acted fast to put remote service in place for business continuity during COVID. “Remote assistance was not yet on our road map prior to COVID. The pandemic obviously advanced the need to have something in place pretty quickly. We started this journey with IFS around April of 2020, right at the UK lockdown time. And of course, primarily, we wanted to provide support to customers. We couldn’t dispatch our engineers in the way that we were used to doing, whether that was for direct line product support or some kind of technical support,” says Karl Lowe, Head of Panasonic European Service at Panasonic Heating & Cooling Solutions Europe. “What we’ve found since we’ve gone live with this technology is that our resolution time has been really quick. We’ve had cases where we’ve had a heating problem in a client’s home, and we’ve been able to use IFS to have the heating operational again within 16 minutes. Normally, that would mean maybe a day’s wait for an engineer to be available and then the engineer would drive to site and then spend some time on site. With remote service, within 16 minutes, the heating is back on and the client is happy. It’s helped us and it’s also helped the client. When it comes to heating, if it’s down and it’s not operating, the customer can’t wait too long before there’s a solution. So, for us, IFS Remote Assistance is key to be able to provide high first-time fix rates, high resolution rates but quickly, so that the downtime is kept to a minimum.”
The company has also been struck by the unique way in which remote service technology allows the sharing and transfer of knowledge in an easily accessible, global manner. “Panasonic has tended to work almost silo by silo or country by country, just because that’s how we’ve been organizationally set up. But what we’ve found with remote assistance is that location doesn’t really matter anymore. As such, we’ve been able to network and link our service organizations together,” explains Karl. “So rather than being a siloed service organization, say for example, the UK, has been able to call in an expert from Panasonic in Germany, obviously language allowing. But bringing them into the call to support them. That enables greater knowledge transfer, which certainly for me, is super important because you do get those technicians that have been in companies for an awful long time, they’ve got a wealth of experience. And it’s difficult sometimes to get that experience out into the younger members of the team, the least experienced guys that are struggling to pick up that knowledge. Where with IFS Remote Assistance, we’ve been able to bring them into calls to provide, again, a quicker solution for the customer but also the engineer learns something at the same time as well."
This feature is just one short excerpt from an e-book recently published by IFS.
www.fieldservicenews.com subscribers can read the full e-book now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content IFS who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about IFS on Field Service News @ www.fieldservicenews.com/ifs
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Remote Service on Field Service News @ www.fieldservicenews.com/remote-service
- Learn more about IFS @ www.ifs.com
- Learn more about IFS Cloud @ www.ifs.com/ifs-cloud-overview/
- Follow IFS on Twitter @ twitter.com/ifs
Sep 24, 2021 • News • Apple • Cyber Security • Digital Transformation • Software and Apps • GLOBAL • SYNOPSYS • CYBEREASON
Tim Mackey, principal security strategist at the Synopsys Cybersecurity Research Centre, and Sam Curry, chief security officer at Cybereason, comment on the news that Apple has updated its software for iPhones to address a critical vulnerability.
Tim Mackey, principal security strategist at the Synopsys Cybersecurity Research Centre, and Sam Curry, chief security officer at Cybereason, comment on the news that Apple has updated its software for iPhones to address a critical vulnerability.
It has been reported that Apple has updated its software for iPhones to address a critical vulnerability that independent researchers say has been exploited by notorious surveillance software to spy on a Saudi activist. Researchers from the University of Toronto's Citizen Lab said the software exploit has been in use since February and has been used to deploy Pegasus, the spyware made by Israeli firm NSO Group that has allegedly been used to surveil journalists and human rights advocates in multiple countries.
STAYING ON TOP OF ALL OPERATING SYSTEM UPDATES IS THE ONLY REAL PATH FOR END USERS TO PROTECT THEMSELVES AGAINST ZERO-CLICK SOFTWARE AND APPS
The urgent update that Apple released yesterday plugs a hole in the iMessage software that allowed hackers to infiltrate a user's phone without the user clicking on any links, according to Citizen Lab. The Saudi activist chose to remain anonymous, Citizen Lab said.
Commenting on this, Tim Mackey, principal security strategist at the Synopsys Cybersecurity Research Centre, said "Zero-click software or apps should be a high concern for any mobile device user. This class of software doesn’t require any interaction by the user, so no explicit download and no explicit consent is granted. While there are legitimate uses for this class of software, the secretive nature of the installation makes it particularly appealing to malicious or criminal groups. The only real path for end users to defend against such software is to keep on top of all operating system updates, vendor updates, and maintain an up to date anti-malware solution."
Sam Curry, chief security officer at Cybereason, added "Monday’s emergency software updates for a critical vulnerability discovered in iPhones, Apple Watches and Macs, shouldn't be cause for panic. Yes, this newest Pegasus spyware delivery mechanism is novel, invasive and can easily infect billions of Apple devices, but stay calm and simply get control of your device and download the software updates available from Apple. Do that and move on. Follow Apple's instructions if you think you are infected and consult your IT department at work, school, etc. Failing that, Apple’s Genius Bar will be able to help. With nearly 2 billion iPhone active around the world, 100 million Apple Watches being used and more than 100 million Macs, security can’t be a luxury for Apple and it’s not, it’s a responsibility they take seriously.
This type of software is generally a scourge. This specific package has been known a while. What's novel is the subtle installation. These have happened in the past and should be a top priority to identify and fix for any vendor. Relating to Apple security, failing is OK. Failing consistently is not. Let's see how Apple addresses this. They are a generally more secure platform, but they must continue to invest and demonstrate commitment going forward. The most secure platform in the world can be cracked given time unless the security is maintained. An incident or two are not a cause for pitchforks and torches to come out. That comes later if things recur or are dealt with in a cavalier manner."
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Cyber Security on Field Service News @ www.fieldservicenews.com/cyber-security
- Read more about Software & Apps on Field Service News @ www.fieldservicenews.com/software-and-apps
- Find out more more about Synopsys @ www.synopsys.com
- Learn more about Cybereason @ www.cybereason.com
Sep 22, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo
In this second feature from a series of excerpts from a recent white paper published by Praxedo, we look at how the right field service management software for your organisation can massively increase efficiency.
In this second feature from a series of excerpts from a recent white paper published by Praxedo, we look at how the right field service management software for your organisation can massively increase efficiency.
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
With cutting-edge field service management software that’s delivered from the cloud, you can access the technologies you need most in a fast, easy, and cost-effective way. You can smoothly evolve from yesterday’s way of working to today’s and tomorrow’s way with minimal dis- ruption and predictable costs.
Work Order Management and Scheduling are Intelligent, Automated, and Consistent
Centralized management of digital work orders streamlines and accelerates work order creation and processing. Work orders are customized for your business and your operations to ensure they match the way you work. And there’s a logical and consistent approach to work order management across your entire organization.
Work order scheduling is also faster, easier, and more intelligent. The software automatically creates the optimal schedule for every technician and every job based on constraints and requirements such as:
• Technician availability
• Technician location
• Skillsets required for the job
• Customer location
• Customer time constraints
• Level of urgency
Travel Routes are Optimised
The software recommends the best travel route to job sites and between job sites, considering factors such as time of day, traffic congestion, and construction. As conditions change throughout the day, you can easily reoptimize and update routes to maintain maximum travel efficiency.
Technicians spend less time on the road, and have fewer travel-related frustrations to deal with. And you can reduce fuel consumption and wear and tear on vehicles.
You're More Connected with Customers
The software also allows you to set up automated emails and notifications so customers are informed in real time as their work order progresses. They know when their job has been scheduled, when technicians are on their way, and when the job is complete, whether they’re present at the job site or not.
"It's much better for customers to know exactly when technicians will arrive rather than having to wait around for hours for someone who finally shows up at the end of the day."
Jim Baston, Field Service Industry Expert
Invoicing is Faster
There’s no need to worry about losing business-critical data. Electronic service reports that are fully customized for your industry, customers, job types, spare parts, and other factors make it fast and easy for technicians to cap- ture all required data while they’re still in the field. Tech- nicians can complete the service report on their mobile device and immediately send it back to the office for processing and invoicing.
Because the field service management software seamlessly integrates with your enterprise resource planning (ERP), customer relationship management (CRM), or accounting software, all report data are automatically populated in the system so there’s no need for manual data entry.
Performance is Highly Visible
Real-time reporting on key performance indicators (KPIs) gives you immediate visibility into how work orders are progressing in the field. You can see KPIs, such as the:
-
Number of completed work orders
-
Number of work orders tracking on schedule
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Actual time to complete work orders
-
Number of work orders that started at the scheduled time
-
Number of work orders meeting service level agreement (SLA) commitments
With historical analysis of these same KPIs, you can identify trends — good and bad — and take the appropriate actions.
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Software and Apps @ www.fieldservicenews.com/software-and-apps
- Read more about Leadership & Strategy @ www.fieldservicenews.com//leadership-and-strategy
- Learn more about Praxedo @ en.praxedo.com/
- Follow Praxedo on Twitter @ twitter.com/Praxedo
Sep 21, 2021 • News • IFS • service supply chain • supply chain • Parts Pricing and Logistics • GLOBAL
Following the news that John Lewis has chartered a fleet of ships to limit the impact of supply chain disruption on its Christmas season, Alan Laing, UK&I Managing Director at enterprise software firm, IFS has praised the company – noting that...
Following the news that John Lewis has chartered a fleet of ships to limit the impact of supply chain disruption on its Christmas season, Alan Laing, UK&I Managing Director at enterprise software firm, IFS has praised the company – noting that others can learn from their foresight and planning.
As reported by the BBC, John Lewis is chartering a fleet of extra ships, along with a number of other businesses, to make sure it has Christmas stock on time.
IFS HAS PRAISED JOHN LEWIS' FORESIGHT AND PLANNING CAPABILITIES IN LIMITING THE IMPACT OF SUPPLY CHAIN DISRUPTION AHEAD OF CHRISTMAS
Retailers have been grappling with a host of supply chain problems from driver shortages to shipping delays.
John Lewis chair Sharon White said the business was throwing everything at the issues to make sure Christmas would not be disrupted. "We're acting hard and we're acting fast to make sure we can still deliver a fantastic sparkly Christmas to our customers," Ms White told the BBC.
Alan Laing, UK & Ireland Managing Director at IFS commented: “Supply chain disruption has dominated the business and news agenda for much of the pandemic period, and it is clear that firms are increasingly worried about what that may mean for seasonal sales in the run up to Christmas. The measures announced today by John Lewis show a business that has made an intelligent assessment of the potential pain points in its supply chain operations and put in place a well-considered mitigation plan well ahead of time, proactively minimising disruption and ensuring their customers still receive the service they’ve come to expect from the retailer. Others can learn a lot from this example, leaning on resource planning software to gain true visibility of their business and plan for a range of potential scenarios to make sure they are delivering for their customers when it really matters – at the moment of service. However, the time to do this is now, before it’s too late.
IFS helps companies around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations to plan and manage their supply chains and coordinate people, product, and processes to ensure businesses run optimally.
Further Reading:
- Read more about Parts, Pricing and Logistics @ www.fieldservicenews.com/parts-pricing-and-logistics
- Read more about Service Supply Chain on Field Service News @ www.fieldservicenews.com//service-supply-chain
- Read more about IFS on Field Service News @ https://www.fieldservicenews.com/ifs
- Find out more about IFS @ www.ifs.com/
- Follow IFS on Twitter @ twitter.com/ifs
Sep 20, 2021 • News • Digital Transformation • Topcon • GLOBAL
Topcon Positioning Group announces an expansion of the Topnet Live Global Navigation Satellite Systems (GNSS) network of correction solutions to support today’s work environments.
Topcon Positioning Group announces an expansion of the Topnet Live Global Navigation Satellite Systems (GNSS) network of correction solutions to support today’s work environments.
The newly expanded global network now has more types of correction services and subscription options. This growth is a result of the increasing demand for digitalisation in various industries including construction, surveying, machine control, and agriculture.
TOPNET OFFERS A NUMBER OF CORRECTION SOLUTIONS TO SUPPOT TODAY'S WORK ENVIRONMENTS AND HELPS TEAMS ACHIEVE CONTINUOUS ACCURACY WITH ALWAYS ON-SERVICE COVERAGE
The flexible service options include Realpoint, the Real-Time Kinematic (RTK) service, and Starpoint, a Precise Point Positioning (PPP) service. The different services have varying delivery methods, coverage, and reliable centimeter-level accuracy. Under a flexible subscription model, customers can purchase to suit their needs. Additionally, an RTK service supported by PPP, Skybridge, is available to maintain connectivity and productivity if the customer temporarily leaves RTK coverage.
“The Topnet Live RTK network, first established over a decade ago, continues to grow with 5,100 reference stations globally, a 14% increase in the last year,” said Ian Stilgoe, Topcon vice president. “We are growing throughout the world in areas where there is an increasing demand for productivity and accuracy through digitalisation, with strong growth particularly in North America and Europe. We are focused on continued expansion to maximise support for our customers, so they always have the best options globally.”
Original equipment manufacturers (OEMs) supplying automotive, industrial Internet of Things (IoT), autonomous robotics and all sectors that require positioning, navigation and guidance also benefit from the enhanced robustness of the network. OEMs can sell their hardware with correction services onboard and preconfigured for immediate use by customers, regardless of geographic location, with flexible subscription and licensing options to suit the exact need.
Topnet Live uses all four GNSS constellations: GPS, GLONASS, Galileo and BeiDou. The customer benefits from continuous accuracy and always-on service coverage. This service provides these distinct advantages in the industries it supports:
Survey, Construction and Machine Control. Topnet Live removes the need for individual base stations, dramatically increasing flexibility, productivity and safety and can drive large-scale projects with constant, reliable accuracy.
Precision Agriculture. The solution delivers fast, consistent, accurate positioning any time of day or night for soil preparation, seeding, spreading, spraying and harvesting.
OEMs, System Integrators, Product Designers. The solution provides scalable precise positioning and supports the implementation of flexible business models tailored to fit both OEMs’ and their customers’ needs.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Automation on Field Service News @ www.fieldservicenews.com/sustainability
- Learn more about Topnet Live @ topconpositioning.com/topnetlive
- Find out more more about Topcon Positioning @ www.topconpositioning.com
- Follow Topcon Positioning on Twitter @ twitter.com/topcon_today
Sep 15, 2021 • Features • Digital Transformation • Software and Apps • GLOBAL • Praxedo
In the first article of a series of excerpts from a recent white paper published by Praxedo, we discuss how outdated operations can lead to losses to field services organisations and why it's important to switch to digital.
In the first article of a series of excerpts from a recent white paper published by Praxedo, we discuss how outdated operations can lead to losses to field services organisations and why it's important to switch to digital.
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
We live in a modern, digital world where we’re surrounded by technology all of the time. And we rely on that techno- logy more than ever — to work, to manage our lives, and to have fun. The global pandemic has shown us how we can use technology in new ways, and in more aspects of our lives. There will be no going back.
As a field service provider working in the “new normal”, you’ll need to meet increasingly high expectations for digital operations from your customers and your em- ployees. If you continue working on paper, emails or dis- connected web-based tools like Google or DropBox, you won’t be able to meet those expectations. And you’ll face significant business risks:
- Lower profits. Dealing with paper and emails at each stage of service delivery is time-consuming and cumbersome. The need to manually exchange pieces of paper slows service delivery, forces technicians to frequently return to the office, and extends billing times. These inef- ficiencies quickly eat into profit margins.
- Lost data. Those many pieces of paper contain bu- siness-critical data you need for comprehensive and ac- curate billing. But paper is easily lost, misplaced, or da- maged in the field. Handwritten service reports that are incomplete, illegible, or inadequate for billing purposes further increase risks.
- Poor customer perception. Delayed service and old- fashioned ways of working give customers the impression your business is behind-the-times. And it’s all-too-easy for customers to assume this lack of sophistication also reflects your technicians’ capabilities and expertise levels.
The Losses Associated with Outdated Operations Quickly Add Up
These risks affect every area of your business. It’s a vicious circle, with every loss compounding on another.
At a minimum, you’ll fall behind the competition. In the cost-conscious, and often crowded, world of field service, you need every possible advantage to edge out competi- tors. With fewer ways to differentiate and make a strong, positive impression on customers, it will be far more diffi- cult to stand out in the crowd.
You’ll also lose valuable technicians, especially those who grew up with digital devices in their hands. They’ll quickly become frustrated with old-fashioned, inconvenient, and unwieldy ways of working and jump to your more technologically advanced competitors.
"When field service providers can retain customers and renew contracts, they can spend less time worrying about how to win new business simply to make up for customers they’ve lost. It becomes much easier to grow the business"
Jim Baston, Field Service Industry Expert
Sales opportunities will decline. Customers who have a poor perception of your business are unlikely to expand their relationship with you, or recommend your services to other businesses. And, if they share negative reviews of your services, it will influence the decisions of other potential customers.
Finally, you will lose customers. Customers can choose who they work with. And their expectations are high. If customers don’t feel your business is responsive enough, or your technicians are adequately informed and equipped to look out for their best interests, they won’t hesitate to switch providers.
Field service providers who are working on paper simply cannot afford to continue working as they are.
It's Time to Go Digital
The good news is field service providers no longer need to struggle with slow, outdated, and disjointed ways of working. There are affordable technology solutions that address the challenges and risks they currently face, and bring additional business benefits.
This feature is just one short excerpt from a white paper published by Praxedo.
www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.
If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.
Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Praxedo who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Software and Apps @ www.fieldservicenews.com/software-and-apps
- Read more about Leadership & Strategy @ www.fieldservicenews.com//leadership-and-strategy
- Learn more about Praxedo @ en.praxedo.com/
- Follow Praxedo on Twitter @ twitter.com/Praxedo
Aug 25, 2021 • Features • Coen Jeukens • servicemax • Leadership and Strategy • GLOBAL
In this new article for Field Service News, Coen Jeukens, VP of global customer transformation at ServiceMax, explains how to create a custom fitness plan to keep your assets in shape...
In this new article for Field Service News, Coen Jeukens, VP of global customer transformation at ServiceMax, explains how to create a custom fitness plan to keep your assets in shape...
Do you have this feeling that the battery of your phone drains faster and faster? Internet forums are full of testimonials and resolutions for keeping your battery in tip-top shape. How does this apply to B2B products, equipment and assets? Can asset owners monitor the performance of the equipment, and what handles do they have to maintain output/ outcome at the nominal level promised at point of sale?
For many years I’ve captured the digital and service transformation journey in a single tagline: “from fixing what breaks to knowing what works.” The message is driven by a simple principle: customers expect things to work. Even more, they expect the outcome of the asset to be stable over the lifecycle.
Another simple truth is that everything eventually deteriorates and breaks. This prompts the following questions:
- What is the life expectancy of the asset?
- What do I need to do to keep the asset in shape?
- What can I do to extend the life cycle of the asset?
Building a Fitness Plan
Preventive maintenance might be the first thing that comes to mind as the way to keep your assets in shape. But what does preventive maintenance (PM) prevent? And how does it affect asset performance and life expectancy? This was a tough question to answer when one of my counterparts in procurement, who was looking to reduce the selling price of a service contract, asked me, “What will happen when we reduce the PM effort by lengthening the interval?” This was even more difficult to answer when it became a numbers game, and the purchaser asked me to prove the offset between PM and break-fix.
So where do we look next? I propose condition-based maintenance.
We know that the performance of an asset will deteriorate over time, and we know the rate of deterioration will depend on various attributes like aging and usage. Because these attributes are measurable, we can use them as levels to trigger a service intervention.
So rather than taking a one-size-fits-all approach based on time intervals, you can create a custom fitness plan for keeping your assets in shape. One that looks at the condition of the asset in relation to its expected performance. This can look like an intervention being triggered when the output of an asset or the viscosity of a lubricant drops below a certain threshold.
To continue with the fitness metaphor, we often don’t just want to stay in shape—we also want to increase our longevity and even get in better shape as we age. When it comes to your assets, this is where mid-life upgrades, booster-packs and engineering changes come into play. And in the same way that you use predefined levers to trigger service interventions, you should use these levers to trigger updates, upgrades and lifecycle extensions.
Both of these service strategies use asset health at the core of your service delivery model, steering you away from ‘fixing what breaks’ and towards ‘knowing what works.’
A Real Life Example
Imagine you have a pump and valve combination that has a nominal capacity of 140 m3/h.
If you used a preventive maintenance model that runs every 6 months, it would not take into account the age of the pump and valve combination, nor would it account for the corrosiveness of the transported materials.
But if you took a condition-based approach using IoT-connected sensors, you could measure attributes like vibration, temperature, and energy consumption and use them as indicators for asset performance. For example, if the capacity drops below 130 m3/h, a service intervention would be triggered. It’s like the pump saying: “I’m not feeling well, I need medicine.” On top of this, if you detect the pump is consistently pushed beyond original specifications, you can know that it’s necessary to initiate an upgrade conversation to safeguard asset health and durability
Asset Centricity
The common theme of these service strategies is asset centricity. It’s about putting asset health at the core of your service delivery model and continuously comparing an asset’s current output with its expected performance.
By looking at current performance, expected performance and demand, you can also advise your customers on when it’s time to downgrade or upgrade the asset. Through this asset-centric lens, you can truly become a fitness coach, advising your customers on the right fitness program that will keep their assets in tip-top shape.
Learn more about IoT and condition-based maintenance here.
Further Reading:
- Read more about Leadership and Strategy @ www.fieldservicenews.com/leadership-and-strategy
- Read news and articles about ServiceMax @ www.fieldservicenews.com/servicemax
- Read more articles by Coen Jeukens on Field Service News @ www.fieldservicenews.com/coen-jeukens
- Find out more about ServiceMax @ www.servicemax.com/uk
- Follow ServiceMax on Twitter @ twitter.com/ServiceMax
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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