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Sep 16, 2019 • News • Uberization • Uberization of Service • localz
Your invite to Localz' Innovation Breakfast.
Sep 03, 2019 • Features • Management • Ageing Workforce Crisis • workforce management • field service • Uberization • Uberization of field service • Uberization of Service • Industry 4.0 • localz • Customer Satisfaction and Expectations
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The...
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.
In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and in part two we discussed a new approach to FSM systems and then in part three we will take a look at three examples of companies embracing 'Uberization." Now in the final feature in this series we hear from Localz CEO Tim Andrew and explore why happy engineers equals happy customers.
Aug 27, 2019 • Features • Management • Ageing Workforce Crisis • workforce management • field service • Uberization • Uberization of field service • Uberization of Service • Industry 4.0 • localz • Customer Satisfaction and Expectations
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The...
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.
In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and in part two we discussed a new approach to FSM systems. Here in part three we will take a look at three examples of companies embracing 'Uberization.'
Aug 20, 2019 • Features • Management • Ageing Workforce Crisis • workforce management • field service • Uberization • Uberization of field service • Uberization of Service • Industry 4.0 • localz • Customer Satisfaction and Expectations
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The...
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.
In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world. Part one in the series explored the concept of Customer Expectations 4.0 and now we discuss a new approach to FSM systems...
Aug 13, 2019 • Features • Management • Ageing Workforce Crisis • workforce management • field service • Industry 4.0 • localz • Customer Satisfaction and Expectations
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The...
Field Service in the early decades of the twenty-first century has become an increasingly tricky beast to tame. Customer expectations are hurtling forward at breakneck speed to what some companies view as almost impossible standards to reach. The customer of today is not only better informed than ever before, but via the widespread amplification of social media, more powerful also.
In this series, run in partnership with Localz, we look at precisely what these new challenges of modern field service are and how your organisation can adapt and thrive in this brave new world...
Aug 12, 2019 • News • future of field service • Business Expansions • localz
Software outfit launches US arm in up and coming tech region Culver City.
Software outfit launches US arm in up and coming tech region Culver City.
Localz, the software business helping large organizations transform the day of service, has chosen to join Amazon, Apple and Google and open its first US office in the rapidly expanding tech ecosystem of Culver City.
Localz began operations in 2013 and the development team are headquartered in Melbourne. Its operational platform enables real-time tracking of the service technician, accurate ETAs and simple two-way communication. Localz “On my way” messaging increases customer satisfaction and improves first time access rates, resulting in massive cost savings for the companies who deploy it.
“This is a huge milestone for us,” Tim Andrew CEO / co-founder said. “With a rapidly growing customer base in the US, we needed to establish a physical presence. We have clients located on both coasts and also in the mid-west. We were attracted to the growing pool of tech talent in LA and it’s good domestic and international transport links.We believe that the field tech ecosystem in the US is facing increasing challenges in meeting rising consumer expectations while also seeking to make operations more efficient. We’re here to help companies thrive, not just survive on the Day of Service.”
“Localz makes it extremely easy to see real-time activity in the field, communicate and react with multiple stakeholders. The solution is resonating with Field Service companies who want to elevate their customer experience” says Alex Wise Regional Vice President of Sales for Localz.
“The California tech scene fits comfortably with Localz culture, in particular our focus on diverse thinking and our passion for driving rapid innovation” Wise added. “We’ll be growing our commercial team and hub here in Culver City with a view to opening an East Coast hub in 2020.”
Jul 10, 2019 • Features • Software and Apps • Uber • localz • lastmile • Customer Satisfaction and Expectations
The Uberization of Field Service has long a hot topic ever since the silicon valley firm disrupted the private transport sector and every other vertical at the same time. Localz, a solution provider focussing on last-mile communications might just...
The Uberization of Field Service has long a hot topic ever since the silicon valley firm disrupted the private transport sector and every other vertical at the same time. Localz, a solution provider focussing on last-mile communications might just be able to help field service companies deliver the ‘Uber’ experience. Kris Oldland reports.
There used to be an adage in business when it came to dealing with suppliers that jokingly went along the lines of “I only want one throat to choke.”
The idea was that if an organisation was providing you with a service, it was preferable to have just one touchpoint with them, one human at the end of the phone who understood the entirety of the relationship. One vendor who could provide the hardware, the software and of course all the services required to make that then all work.
However, today this concept seems somewhat antiquated, particularly amongst larger organisations. In a world of increasing connectivity and APIs, the prevalent thinking is more along the lines of “I want whatever you have to work with what I have.”
Best-of-breed solutions are once again returning to the fore to resolve specific challenges, often challenges that have arisen as the result of the disruptive nature of emerging technology we have witnessed in recent times and the ripple effect that disruption has on service across many varied and disparate industry verticals.
This development has led to a new wave of innovative companies rising to prominence within the field service sector. These include ‘Last Mile’ solution provider Localz who have already garnered an impressive roster of clients including DPD, Belron and UK utilities giant British Gas. The latter even having showcased their use of Localz technology as a major USP in their most recent high profile advertising campaign.
Localz is a perfect example of an organisation that has been able to identify an essential gap in the current field service management ecosystem that has been exposed by developments outside of the sector. Rather than trying to reinvent the wheel and fix parts that weren’t necessarily broken in the first place, they’ve instead focused on providing a well thought out, easily implemented and effective solution for an important but somewhat overlooked part of the service cycle.
“We’re not here to change the world for field service companies; we are not going to make you change everything you already have. We are here to help you quickly get big cost savings and massively improve your customer experience by simply plugging in our location based day of service software,” comments Tim Andrew, CEO Localz.
Of course, the twenty-first century has so far been the century of data. We have seen field service companies make a concerted effort across the board to knock down the silos between divisions to allow data to flow seamlessly across an organisation to enable them to attain the once fabled, but now commonplace 360-degree view of the customer.
This trend has played well into the hands of the major platforms who could facilitate this by offering multiple functionalities within their suite of solutions. SAP, IFS, Microsoft and others have all championed the benefits of the platform approach for this reason.
As is the cyclical nature of such things, it is often outside of the restrictions of enterprise providers, that we see innovation flourish and thrive. It is a well established pattern of evolution and consolidation that those of us in the field service sector with more than a few flecks of grey in our beards will recognise.
However, the difference between today and previous years is the prevalence of APIs and the increasing ease of integration, which allows a solution like Localz to plug-in on top of a broader system and deliver the impressive level of last-mile communications and visibility that British Gas has harnessed so effectively.
“Connectivity is the big thing,” explains Andrew as we discuss how technology development has evolved in the last decade.
“It’s also important for technology providers to realise they need to switch the model on how the technology works. Smarter providers have stopped putting themselves in the centre. Customers’ don’t want to hear about a solution that is the centre of their operation; they have already invested significantly in many solutions and established efficient processes that broadly work well. Now they want to improve; they want to see how we add value to what they’ve already invested in.”
"The twenty-first century has so far been the century of data..."
The solution itself can be described in a sense as Uber for Field Service in that there is a very slick visual representation for the end customer to see the engineer arriving.
There is also, other useful technology within the solution, including scan to van stock management, which can be a game changer for the P&L of some companies struggling to cope with the constant movement of spares. However, it is in its ability to allow field service companies to deliver a service experience that has become an expectation in the age of Amazon and Uber, that Localz grabs the headlines.
This is mostly because it is addressing an issue that many service companies, whether it be a giant like British Gas is universal, or a niche SMB are facing - customer expectations and understandings of what ‘good’ service looks like are evolving rapidly.
“Something I touch on quite a lot is that customers are more informed across the board today,” explains Andrew
“Whether it be in a B2C, B2B or even a B2E environment, we’re all just universally more informed today as such customer expectations are radically increased. Also, the ability to switch providers, especially in the consumer world, is becoming easier and easier. I don’t need to speak to somebody; I literally can go on a website and choose from A, B, and C and get better service.”
The term that has risen to popularity over the last eighteen months in this regard is the ‘experience economy’ where customer satisfaction is no longer enough, we have to consider and understand the total customer experience to deliver customer delight. With this in mind, tools like Localz have become an essential part of the field service equation as they play a significant role in meeting the modern expectations of that service experience.
As Andrew touched on, this experience economy, these increasing customer expectations, have begun to break down the barriers of what we would traditionally define as business to business or business to consumer service standards.
The impact of disruptors, such as Uber and Amazon, is being felt wide and far beyond transport and e-commerce, it’s become ubiquitous across all industries.
“It’s definitely becoming that way,” Andrew agrees as we touch on how the lines across bB2C and B2B appear to be blurring.
“Service expectations especially around visibility and communication on the day of the service call are fast becoming table stakes in B2B, but I think we’re going to see it in B2B soon enough as well.”
If indeed the zeitgeist of the early twenty-first century, in the field service sector at least, is one of seamless service experience, then tools like Localz could very quickly become an essential addition to any field service organisation’s technology sector.
There used to be an adage in business when it came to dealing with suppliers that jokingly went along the lines of “I only want one throat to choke.”
The idea was that if an organisation was providing you with a service, it was preferable to have just one touchpoint with them, one human at the end of the phone who understood the entirety of the relationship. One vendor who could provide the hardware, the software and of course all the services required to make that then all work.
However, today this concept seems somewhat antiquated, particularly amongst larger organisations. In a world of increasing connectivity and APIs, the prevalent thinking is more along the lines of “I want whatever you have to work with what I have.”
Best-of-breed solutions are once again returning to the fore to resolve specific challenges, often challenges that have arisen as the result of the disruptive nature of emerging technology we have witnessed in recent times and the ripple effect that disruption has on service across many varied and disparate industry verticals.
This development has led to a new wave of innovative companies rising to prominence within the field service sector. These include ‘Last Mile’ solution provider Localz who have already garnered an impressive roster of clients including DPD, Belron and UK utilities giant British Gas. The latter even having showcased their use of Localz technology as a major USP in their most recent high profile advertising campaign.
Localz is a perfect example of an organisation that has been able to identify an essential gap in the current field service management ecosystem that has been exposed by developments outside of the sector. Rather than trying to reinvent the wheel and fix parts that weren’t necessarily broken in the first place, they’ve instead focused on providing a well thought out, easily implemented and effective solution for an important but somewhat overlooked part of the service cycle.
“We’re not here to change the world for field service companies; we are not going to make you change everything you already have. We are here to help you quickly get big cost savings and massively improve your customer experience by simply plugging in our location based day of service software,” comments Tim Andrew, CEO Localz.
Of course, the twenty-first century has so far been the century of data. We have seen field service companies make a concerted effort across the board to knock down the silos between divisions to allow data to flow seamlessly across an organisation to enable them to attain the once fabled, but now commonplace 360-degree view of the customer.
This trend has played well into the hands of the major platforms who could facilitate this by offering multiple functionalities within their suite of solutions. SAP, IFS, Microsoft and others have all championed the benefits of the platform approach for this reason.
As is the cyclical nature of such things, it is often outside of the restrictions of enterprise providers, that we see innovation flourish and thrive. It is a well established pattern of evolution and consolidation that those of us in the field service sector with more than a few flecks of grey in our beards will recognise.
However, the difference between today and previous years is the prevalence of APIs and the increasing ease of integration, which allows a solution like Localz to plug-in on top of a broader system and deliver the impressive level of last-mile communications and visibility that British Gas has harnessed so effectively.
“Connectivity is the big thing,” explains Andrew as we discuss how technology development has evolved in the last decade.
“It’s also important for technology providers to realise they need to switch the model on how the technology works. Smarter providers have stopped putting themselves in the centre. Customers’ don’t want to hear about a solution that is the centre of their operation; they have already invested significantly in many solutions and established efficient processes that broadly work well. Now they want to improve; they want to see how we add value to what they’ve already invested in.”
"The twenty-first century has so far been the century of data..."
The solution itself can be described in a sense as Uber for Field Service in that there is a very slick visual representation for the end customer to see the engineer arriving.
There is also, other useful technology within the solution, including scan to van stock management, which can be a game changer for the P&L of some companies struggling to cope with the constant movement of spares. However, it is in its ability to allow field service companies to deliver a service experience that has become an expectation in the age of Amazon and Uber, that Localz grabs the headlines.
This is mostly because it is addressing an issue that many service companies, whether it be a giant like British Gas is universal, or a niche SMB are facing - customer expectations and understandings of what ‘good’ service looks like are evolving rapidly.
“Something I touch on quite a lot is that customers are more informed across the board today,” explains Andrew
“Whether it be in a B2C, B2B or even a B2E environment, we’re all just universally more informed today as such customer expectations are radically increased. Also, the ability to switch providers, especially in the consumer world, is becoming easier and easier. I don’t need to speak to somebody; I literally can go on a website and choose from A, B, and C and get better service.”
The term that has risen to popularity over the last eighteen months in this regard is the ‘experience economy’ where customer satisfaction is no longer enough, we have to consider and understand the total customer experience to deliver customer delight. With this in mind, tools like Localz have become an essential part of the field service equation as they play a significant role in meeting the modern expectations of that service experience.
As Andrew touched on, this experience economy, these increasing customer expectations, have begun to break down the barriers of what we would traditionally define as business to business or business to consumer service standards.
The impact of disruptors, such as Uber and Amazon, is being felt wide and far beyond transport and e-commerce, it’s become ubiquitous across all industries.
“It’s definitely becoming that way,” Andrew agrees as we touch on how the lines across bB2C and B2B appear to be blurring.
“Service expectations especially around visibility and communication on the day of the service call are fast becoming table stakes in B2B, but I think we’re going to see it in B2B soon enough as well.”
If indeed the zeitgeist of the early twenty-first century, in the field service sector at least, is one of seamless service experience, then tools like Localz could very quickly become an essential addition to any field service organisation’s technology sector.
Jul 08, 2019 • Features • Management • Future of field servcice • Field Service Management Solutions • localz • Mira • Augmentir
We’ve been a busy bunch over the last few months bouncing around the globe trying to keep on top of the rapid developments within the field service sector and cherry picking the top solutions. From Singapore to Sweden and from California to...
We’ve been a busy bunch over the last few months bouncing around the globe trying to keep on top of the rapid developments within the field service sector and cherry picking the top solutions.
From Singapore to Sweden and from California to Coventry and everywhere in between - where there has been an opportunity to learn more about developments in field service we’ve been there. As such we’ve spoken to more field service management professionals and field service solution providers than anyone else on the planet and we think we’ve a pretty good idea of what the solutions the industry is most keen to see and the companies that have emerged to deliver the solutions that meet those needs.
So without further a do here is our list of three of the best new solution providers service the Field Service Sector who have really impressed us across the last 12 months...
Localz
You can’t go to a conference, not just in field service, but in any sector and avoid the term Uberization. Within our sector alone there has been endless articles, white papers and presentations on how to ‘Uberize’ field service. Half of these are just focused on what the hell Uberization means in the first place.
Well a good place to start is implementing Localz, which can act like a plug in to go on top of whichever flavour of FSM or scheduling tool you have and deliver a very cool end customer interface that allows them to see the ETA of your engineer on route across the last mile.
Localz is capable of a ton of other stuff all centred around ‘Last Mile Communications’ but this really is the Uberization of Field Service many have called out for and with an implementation of weeks it is little wonder the have already secured some very high profile clients like British utilities giant British Gas. Localz can be as lightweight as a plug-in and delivers exactly what the market has been asking for in a brilliant way.
Mira
When Google Glass first came around everyone in the field service sector rushed to embrace it. All the Field Service Management Software guys raced to get the first App developed for it and there were loads of reports of companies doing beta trials everywhere.
Why? Because Hands Free working in field service just makes a massive ton of sense.
However, ultimately as we know the idea was great the technology not so much. And whilst there have been some very good alternatives coming onto the market in the field service sector for a while now, nothing has dominated because the price point for entry is just so high companies are uncertain if they will see a quick ROI if any at all.
Enter Mira who have the potential to absolutely dominate in the sector through a simple, well thought out and smartly designed headset that takes advantage of the fact that pretty much every engineer has a phone in their pocket.
Their headset allows a phone to be placed into the frame, much like the gaming VR headsets such as Samsung’s Gear VR or Google’s Daydream but also gives the user visibility of the real world through a clear display.
The headset itself is exceptionally well thought out and you can see the team behind this product come from a design background - little touches like easily attaching to standardised hard hats for PPE compliance are testament to this. Similarly, as the headset is literally powered by your engineers existing smartphone there is no additional MDM concerns. A low cost, yet effective way to implement AR today.
Augmentir
Sticking with Augmented Reality, the last company on the list is Augmentir, who come with a very strong pedigree and a very neat approach to things.
At first glance, you may be forgiven for thinking that Augmentir are just another of the many Augmented Reality providers that have suddenly noticed the potential in the field service market. However, scratch the service and you will see that there is actually quite a lot more to them than that.
The first thing to pay attention to is who is behind this brand. It is the same team that previously developed ThingWorx, which was ultimately sold to PTC and became the backbone of their IoT solution and recognised as an industry leading solution. They were also responsible for Wonderware which statistically almost two-thirds of our readers from the manufacturing sector will already be using. So when these guys rend to turn their hands to something they have a pretty good track record of getting it right.
However, the really interesting thing about Augmentir is that they’ve gone far beyond the initial approach that many of their peers are offering when it comes to Augmented Reality (AR) and dived straight into an Artificial Intelligence (AI) powered approach. In their own words they position themselves as ‘the first software platform built on Artificial Intelligence in the world of the augmented or connected worker.’
This could be a significant game changer in terms of AR being used in field service because it takes the technology beyond its initial use case and into something far, far more useful by leveraging another exciting technology in AI directly alongside it. In fact, as their VP Marketing Chris Kuntz told us they are “a 100% AI first company” who have just been smart enough to realise that AR is the interface that makes most sense for modern field service operations.
From Singapore to Sweden and from California to Coventry and everywhere in between - where there has been an opportunity to learn more about developments in field service we’ve been there. As such we’ve spoken to more field service management professionals and field service solution providers than anyone else on the planet and we think we’ve a pretty good idea of what the solutions the industry is most keen to see and the companies that have emerged to deliver the solutions that meet those needs.
So without further a do here is our list of three of the best new solution providers service the Field Service Sector who have really impressed us across the last 12 months...
Localz
You can’t go to a conference, not just in field service, but in any sector and avoid the term Uberization. Within our sector alone there has been endless articles, white papers and presentations on how to ‘Uberize’ field service. Half of these are just focused on what the hell Uberization means in the first place.
Well a good place to start is implementing Localz, which can act like a plug in to go on top of whichever flavour of FSM or scheduling tool you have and deliver a very cool end customer interface that allows them to see the ETA of your engineer on route across the last mile.
Localz is capable of a ton of other stuff all centred around ‘Last Mile Communications’ but this really is the Uberization of Field Service many have called out for and with an implementation of weeks it is little wonder the have already secured some very high profile clients like British utilities giant British Gas. Localz can be as lightweight as a plug-in and delivers exactly what the market has been asking for in a brilliant way.
Mira
When Google Glass first came around everyone in the field service sector rushed to embrace it. All the Field Service Management Software guys raced to get the first App developed for it and there were loads of reports of companies doing beta trials everywhere.
Why? Because Hands Free working in field service just makes a massive ton of sense.
However, ultimately as we know the idea was great the technology not so much. And whilst there have been some very good alternatives coming onto the market in the field service sector for a while now, nothing has dominated because the price point for entry is just so high companies are uncertain if they will see a quick ROI if any at all.
Enter Mira who have the potential to absolutely dominate in the sector through a simple, well thought out and smartly designed headset that takes advantage of the fact that pretty much every engineer has a phone in their pocket.
Their headset allows a phone to be placed into the frame, much like the gaming VR headsets such as Samsung’s Gear VR or Google’s Daydream but also gives the user visibility of the real world through a clear display.
The headset itself is exceptionally well thought out and you can see the team behind this product come from a design background - little touches like easily attaching to standardised hard hats for PPE compliance are testament to this. Similarly, as the headset is literally powered by your engineers existing smartphone there is no additional MDM concerns. A low cost, yet effective way to implement AR today.
Augmentir
Sticking with Augmented Reality, the last company on the list is Augmentir, who come with a very strong pedigree and a very neat approach to things.
At first glance, you may be forgiven for thinking that Augmentir are just another of the many Augmented Reality providers that have suddenly noticed the potential in the field service market. However, scratch the service and you will see that there is actually quite a lot more to them than that.
The first thing to pay attention to is who is behind this brand. It is the same team that previously developed ThingWorx, which was ultimately sold to PTC and became the backbone of their IoT solution and recognised as an industry leading solution. They were also responsible for Wonderware which statistically almost two-thirds of our readers from the manufacturing sector will already be using. So when these guys rend to turn their hands to something they have a pretty good track record of getting it right.
However, the really interesting thing about Augmentir is that they’ve gone far beyond the initial approach that many of their peers are offering when it comes to Augmented Reality (AR) and dived straight into an Artificial Intelligence (AI) powered approach. In their own words they position themselves as ‘the first software platform built on Artificial Intelligence in the world of the augmented or connected worker.’
This could be a significant game changer in terms of AR being used in field service because it takes the technology beyond its initial use case and into something far, far more useful by leveraging another exciting technology in AI directly alongside it. In fact, as their VP Marketing Chris Kuntz told us they are “a 100% AI first company” who have just been smart enough to realise that AR is the interface that makes most sense for modern field service operations.
Jul 02, 2019 • Fleet Technology • Software & Apps • News • localz • lastmile
Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK.
Powered by Localz technology, British Gas’ new “On my way” platform is helping keep its position as the leading energy supplier in the UK.
British Gas has partnered with Localz, leading experts in last mile location and messaging technology, to improve customer experience and overall efficiencies. With engineers challenged to fulfill appointment promises and an increased demand for uberisation from customers, British Gas has implemented Localz “On my way” solution to deliver real-time automated messages to customers.
British Gas engineers were experiencing challenges fulfilling their call ahead promise when leaving the previous job. Engineers said it was difficult to make contact with their next customer when they were on their way. In some cases this meant they were late to an appointment and the customer had not been informed. These poor experiences led to anxious customers and increased calls into contact centres checking the arrival time of their engineers.
Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer. Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre. The solution is being used by 7,000 British Gas service and repair engineers. The increase in their first time access rate has enabled British Gas to achieve its goal of delivering best in class customer service as the leading energy supplier in the UK.
“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications,” said Technology & Innovation, British Gas. “The Localz solution is a vital part in helping us as our organisation grows.”
Localz “On my way” Solution enables British Gas’ engineers to send one-click on the way notifications to their next customer. Customers receive SMS or landline phone call notifications with a real-time ETA and live map tracking. These notifications also support two way communication, allowing the customer to message or call their engineer back with important information, further reducing chase calls into the contact centre. The solution is being used by 7,000 British Gas service and repair engineers. The increase in their first time access rate has enabled British Gas to achieve its goal of delivering best in class customer service as the leading energy supplier in the UK.
“The utilities industry is currently in a transition from a commodities business to a services industry. Today’s customers are becoming accustomed to services that are centred around their convenience and experience. Companies such as Uber and Amazon Prime have created new benchmarks for service. By implementing Localz technology, British Gas is meeting and delighting customers with new levels of real-time communications,” said Technology & Innovation, British Gas. “The Localz solution is a vital part in helping us as our organisation grows.”
“Rapidly hiking consumer expectations, alongside the fact we are an increasingly time-poor society, has created the ‘Individual Economy’, or ‘IConomy’. Each of us expects service providers to have apps and solutions which allow us to see our appointment progress in real-time. Transparency and two-way communications on our smartphones are now a standard expectation. By implementing our solution British Gas has not only been able to fulfill customer satisfaction levels but has also been able to improve its business efficiencies, improving first time access rates means more customers can be seen,” said Tim Andrew, CEO and Co-Founder at Localz.
Life is connected and impatient. Localz solution is a field service solution that enables enterprise to manage and communicate in real-time by integrating technicians, customers and technology. Smart real-time location, tracking and messaging addresses customer service demand for ‘uber- like’ comms and empowers the field team to take control.
Life is connected and impatient. Localz solution is a field service solution that enables enterprise to manage and communicate in real-time by integrating technicians, customers and technology. Smart real-time location, tracking and messaging addresses customer service demand for ‘uber- like’ comms and empowers the field team to take control.
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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