Frost & Sullivan’s recent analysis finds the integration of 5G in Industrial Internet of Things (IIoT) systems will accelerate the realisation of Industry 4.0., a key building block of service mobility progression.

Wide-spread 5G adoption can benefit field service mobility

While the application of 5G-enabled IIoT is currently limited to quality inspections, supply chain management, and generic machine control, key system manufacturers are actively exploring other areas in industrial operations where the benefits of 5G connectivity can be leveraged for process optimisation and increased automation.

"Incorporating 5G in IIoT devices will enable low latency, increase data throughput, and reduce operation time, thus leading to improved overall process productivity,” said Mogana Tashiani, Frost & Sullivan Technical Insights Research Analyst. "Apart from enhancing the automation of industrial operations and control, 5G-enabled IIoT devices can also minimise the complexity of supply chain networks and warehouse management, helping businesses to efficiently operate in dynamic business environments."

Service leaders will be keeping a close eye on the the roll-out of 5G as widespread coverage should enhance technicians' mobility and bolster current practices such as remote working in the wake of the Covid-19 pandemic. 

Tashiani added: "5G will play a key role in ensuring the sustainability of businesses in the wake of the COVID-19 pandemic. The low latency will aid in managing the high traffic to e-commerce by improving network accessibility at a faster pace, accelerating online purchases and order placements. Furthermore, 5G-integrated IIoT devices have the potential to disrupt traditional on-site job functions through remote working and virtual meetings. COVID-19 has led to a massive shift to remote working to maintain business operations on par with on-site job operations."

Key sectors that can leverage the growth opportunities from 5G-integrated IIoT include:
Banks, Financial Services, and Insurance: The BFSI sector deals with millions of transactions every day and most of them are mundane and repetitive. 5G-integrated IoT devices and systems allow transactions to be completed and recorded at a faster pace, increasing accuracy by reducing human errors in the process, thus improving the overall productivity of the system.
Retail: Businesses in the retail sector can automate in-store transactions with 5G-ready radio-frequency identification (RFID) tags, which can be attached to items or shopping carts to facilitate autonomous check-out in brick-and-mortar stores, leading to unmanned/cashier-less stores.
Automotive: 5G facilitates data transfer among AI algorithms, sensors, and mechanical parts to navigate self-driving or autonomous vehicles. In addition, 5G-enabled vehicles establish a connected system in which real-time data transferring and receiving can be achieved conveniently and effectively. Apart from vehicle-to-vehicle communication, interaction with traffic system is possible with 5G technology, which enables data transmission beforehand to achieve practical navigation for certain road conditions.

Further Reading:

• Read more information on Frost & Sullivan's report, Role of 5G Communication Revolutionising Industrial Internet of Things, @ https://go.frost.com
• Read more about 5G usage in service @ www.fieldservicenews.com/5g
• Read more about mobile computing in service @ www.fieldservicenews.com/mobility
• Read more about more about empowering field workers @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
• Read more about digital transformation @ www.fieldservicenews.com/blog/tag/digital-transformation

Scandinavian telecoms and networking giant partner with a number of Chinese companies and Swedish telecoms provider Telia to deliver significant 5G roll out in major field service operations across both regions.

5G roll-out paves way for enhanced field service mobility

China Telecom and China Unicom have selected Ericsson as a 5G radio access network (RAN) vendor as part of the Communication Service Providers’ (CSP) joint nationwide 5G network. China Telecom has also selected Ericsson as a 5G Core vendor.

Ericsson will provide outdoor and indoor site solutions to build capacity and coverage in the 3.5GHz and 2.1GHz bands. Network services including provisioning, installation and testing will be provided to meet the CSPs’ technical needs and enable them to build and share 5G networks.

China Telecom has also selected Ericsson 5G Core portfolio solutions. These include Cloud Packet Core, Cloud Unified Data Management and Policy products, built on cloud-native technology for operational efficiency and agility to launch new 5G services.

In Europe, Swedish communications service provider Telia Company has launched commercial 5G in Stockholm with Ericsson (RAN) products and. Initial services on the 700Mhz band will cover most of central Stockholm by mid-June.

Telia aims to enhance and supplement its low-band 5G commercial services with additional nationwide 5G coverage, including mid and high-bands, following the auction of the related spectrum by the Swedish government later this year. For this launch Telia is using its existing 700MHz spectrum, boosted by LTE and New Radio (NR) carrier aggregation.

Having already partnered successfully on 5G in Sweden including the country’s first industrial 5G network, Telia selected Ericsson as its partner for the launch network. Earlier this month Telia’s sister company Telia Norway also launched its first commercial 5G services, with Ericsson as its 5G RAN supplier.

The service sector is set to take advantage of global 5G coverage as increased speed of mobile connectivity offers further enhancement to mobile computing in the field.

Commenting Allison Kirkby, CEO, Telia Company, said: “As we roll-out 5G across Sweden, we will open up new user experiences and accelerated innovation in areas such as entertainment, healthcare, manufacturing and transport, that will collectively strengthen and protect everyone living and working in Sweden, and Swedish competitiveness in the world.

Further Reading:

• Read more about 5G usage in service @ www.fieldservicenews.com/5g
• Read more about mobile computing in service @ www.fieldservicenews.com/mobility
• Read more about more about empowering field workers @ www.fieldservicenews.com/blog/tag/managing-the-mobile-workforce
• Read more about digital transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
• Read more about Ericcson from their blog @ https://www.ericsson.com/en/blog/2020/5/the-key-to-mobility-robustness-5g-networks 

Join the webinar to hear how a leader in healthcare diagnostics is implementing AI tools.

As the medical device space shifts to more specialized equipment, organizations are increasingly turning to AI-powered tools to ensure maximum uptime for mission-critical equipment. For those who manufacture and service these machines, debate hinges on whether to build or buy AI platforms. Join the webinar Sysmex America, Inc. and Aquant to hear about the journey choosing AI tools.

In the live webinar, learn how Adan Deroche and Peter Tregarthen of Sysmex America, Inc., a leader in healthcare diagnostic solutions, took steps to:

• Assess the benefits and drawbacks of internal development versus using an AI vendor
• Uncover and analyze free text service information to drive meaningful outcomes in service delivery
• Work with Aquant to determine a roadmap for success by combing the knowledge of employee experts with the output of the tool’s AI-powered solutions.

Sign up here for the live webinar. We’ll be walking through Symex’s AI journey and are available to answer your questions.

What: Live Webinar with Sysmex America, Inc. and Aquant

When: June 9, 2020 @ 12 PM EDT

How: Register now

About Aquant

Aquant’s service intelligence platform transforms how organizations deliver service through artificial intelligence. The platform unlocks prescriptive and actionable insights from scattered data and free text and combines them with the collective experience and tribal knowledge of your most trusted experts. It empowers teams to use that intelligence to predict outcomes, optimize service team performance, and solve problems to deliver exceptional customer experiences. Learn more at Aquant.io.

IPC Systems, Inc. (IPC), the technology and service leader powering financial markets, implements Mize Return Management solution globally to improve the return and service operations for IPC Branches, Distributors, and Partners.

Mize, a leading provider of Connected Customer Experience Platform and Service Lifecycle Management software, announced today that IPC Systems, Inc (IPC) had implemented Mize Returns Management software to simplify, automate, and integrate product and part return processes.

IPC is a technology and service leader powering the global financial markets. The company brings together a financial community of 6600+ that spans most asset classes and types of market participants. IPC collaborates to make them secure, productive, compliant and connected.

The Mize Returns Management software enables IPC to automate and streamline all the steps involved in the returns lifecycle resulting in enhanced Customer Satisfaction from simpler and faster handling of returns. With Mize, IPC and its stakeholders have access to real-time Returns data to ensure that material and related information flow smoothly across the return value chain.

“With Mize, we can track the progress of defective products through the entire return and repair process.  We can easily see what products are at which repair center, when they were received, and how long they take to repair and ship back to customers” said Paul Malone, Senior Quality Repair Manager at IPC. “Having this kind of accurate data and visibility to track products combined with Mize’s integration into FEDEX easily has made it possible for us to work remotely during the COVID-19 quarantine.”

Mize provides IPC with increased visibility and efficiency in processing Return Material Authorizations (RMAs).  Built-in connectors to enterprise systems and freight carriers make it easy for users to create and track shipments.  With Mize, IPC can track defective material and manage the flow of in/out of warranty parts and products to multiple repair facilities.  As a result, IPC can better manage Return operations against key performance indicators, including but not limited to shipping costs, transit time, repair turnaround time, and repeat offender notifications.

“Mize is excited that IPC has implemented our Return Management software to streamline and simplify all steps involved in the returns lifecycle,” said Ashok Kartham, CEO of Mize. “Our solution enables IPC to save costs and improve customer satisfaction by automating and integrating Returns and Repair Management processes. Helping companies to elevate the customer experience and improve operating efficiency is key to our mission of Connected Customer Experience.”

Further Reading:

• To find out more about Mize click here.
• Read more about IPC click here. 

TESCAN ORSAY HOLDING a leading manufacturer of Scanning Electron Microscopes, Focused Ion Beam and micro-CT technology, strengthens the capabilities of their Global Service Network with Mize Connected Customer Experience platform and Service Management solution.

Mize, a leading provider of Connected Customer Experience Platform and Service Lifecycle Management software, announced that TESCAN ORSAY HOLDING (“TESCAN”), will implement a new Service Management System utilizing the Mize platform Connected Customer Experience Platform and Smart Blox modules.

TESCAN is one of the world’s leading manufacturers of Scanning Electron Microscopes and Focused Ion Beam-Scanning Electron Microscopes and micro-CT technology. Their world-class technology delivers complete solutions for researchers in all branches of scientific research and Industrial Applications such as Semiconductor market. The company has established a worldwide Service network to deliver world class support to their customers.

The Mize software solution will enable TESCAN to manage better many of their service processes, such as call activity, escalations, install base, customer databases, service contracts, and service logistics. The software will enable seamless data sharing between TESCAN divisions such as finance, sales, manufacturing.

“Mize provides us with a configurable solution that will allow us to manage a truly Global Service Network and support future requirements as our service business grows and matures,” said Ronald Daas, Global Customer Support Director at TESCAN. “This solution will give us insights to enhance quality, improve profitability, and further drive Customer Satisfaction. Mize has shown flexibility to work collaboratively and provide us with the comfort and trust that we will obtain a world-class outcome cost-effectively.”

Mize will provide TESCAN with an end-to-end service lifecycle management solution in support of their global service delivery network.  With Mize, TESCAN will be able to offer omnichannel support to customers to improve service network productivity, enhance field service effectiveness, streamline parts returns and parts ordering, and provide flexible service plans.  As a result, TESCAN will be able to meet the service requirements of their growing customer base.

“Product uptime and faster service delivery are critical for TESCAN’s global customer base. We are excited that TESCAN has selected the Mize Service Lifecycle Management solution to optimize service experience globally,” said Ashok Kartham, CEO of Mize. “Mize streamlines all service interactions on a single platform to improve customer satisfaction and generate high margin revenue from a loyal customer base.”

Further Reading:

• To find out more about Mize click here.
• Read more about TESCAN click here. 

HOLT CAT, the largest US dealer of Caterpillar machines and engines, has adopted Augmentir’s Connected Worker platform to speed-up the process of training new technicians and to standardise job times.

The company operates across construction, mining, industrial, petroleum and agricultural sectors, selling, renting and servicing equipment. The firm will look to spread the Augmentir platform across other areas of its re-manufacturing and rebuild operations, including their business systems and workflows.

Artificial Intelligence's effect on Field Service Productivity

The firm’s new workforce approach will see them dovetail Augmentir’s AI-centric software with Salesforce’s Field Service Lightning, a platform they currently employ, and a move that Brandon Acosta, VP of Enterprise Operations at HOLT CAT, says should enhance productivity and output. “We truly believe that the seamless connectivity of Augmentir with that platform [Field Service Lightning] will empower our technical staff within one end-to-end digital platform; not just what to do, but how to do it,” he said.

Russ Fadel, Augmentir’s CEO and Co-Founder is confident HOLT CAT will see progress in staff training and overall productivity. Commenting, Fadel said: “We are excited to be selected as HOLT’s connected worker platform for its service, repair and maintenance applications. Our AI-based Connected Worker Platform helps industrial companies to intelligently close skill gaps so that the entire workplace can perform at its peak.

The Augmentir platform uses Artificial Intelligence in a suite of tools that assist firms in the digital transformation of their operations, for example moving from paper-based procedures to digital, augmented work instructions. It can speed-up the process of training new technicians by capturing legacy worker knowledge creating digital work instructions and workflows.

It recently upgraded its remote-connectivity capability, Augmentir Remote Assist, which now includes real-time chat, live video and audio collaboration and a recording capability to enhance knowledge sharing, a requirement gaining traction as social distancing rules from Covid-19 permeate service operations.

Further Reading:

• Read more about Artificial Intelligence in Field Service @ https://www.fieldservicenews.com/artificialintelligence
• Read more Augmentir @ www.fieldservicenews.com/augmentir
• Read more about HOLT CAT here. 
• Read more about the impact of Covid-19 on Field Service @ https://www.fieldservicenews.com/en-gb/covid-19

FieldAware's Field Service hub extends best-in-class customer engagement.

FieldAware, the leader in made-for-mobile, cloud-based field service hub solutions, and Localz, the leader in real-time customer communications and service tracking solutions, has announced a partnership to bring day-of-service communications to field service organizations.

To build better service experiences, FieldAware has partnered with Localz to expand its cloud-based field service management hub offerings. Localz On My Way complements and extends the functionality of the FieldAware offering to include automated customer communications, real-time service tracking and feedback capabilities to existing workflows.

Automated Field Service Workflows

The partnership uses FieldAware job data seamlessly integrated with Localz technology to trigger automated customer communication workflows before and on the day of service. Combining fully integrated, automated field service workflows with real-time technician tracking and post-appointment feedback reduces costly truck-rolls, improves service efficiency and increases first-time access. This powerful combination delivers double-digit improvements in customer satisfaction and profitability for service-based organizations across industries.

"Partnering with Localz allows our clients to quickly digitize their day of service operations and deliver customer experiences similar to the likes of Uber and Amazon," said Steve Mason, COO at FieldAware. "As a cutting-edge field service hub enabling field service companies of all sizes to automate processes and streamline operations, it was a natural step to incorporate a best-in-breed customer engagement solution."

"Now more than ever, B2B and B2C customers alike demand transparency and clear communication around service appointments. Our partnership with FieldAware allows us to make processes even easier for companies to get back to business while delivering frictionless experiences for end-customers," said Tim Andrew, CEO of Localz.

For more information, please contact: marc.tatarsky@fieldaware.com 

• To find out more about FieldAware click here.
• To find out more about Localz click here.
• Read more about customer communication in service @ www.fieldservicenews.com/customerservice 

New research into the digital service trends of large manufacturers shows they are lacking the necessary IT infrastructures and are struggling to meet the expectations of customers in the servitization era.

The research ,Drivers for Digital Growth in Service, was carried out by Noventum in collaboration with HSO and Microsoft and canvassed product manufacturers and technical services companies via electronic surveys and personal interviews.

Struggles with Servitization

The study comes as the influence of servitization - the sale of an outcome, rather than a one-off purchase - has prompted a move away from traditional one-off large product investments to pay-per-use and subscription models bringing a new set of customer expectations.

Customers now expect their suppliers to assist in other business goals, such as increased production and even influencing innovation and operations. To help them achieve this, the report finds, firms must adopt new business models to deliver outcome-based, data-driven services for their clients.

However, while the study showed 80% of companies are planning to deliver or are currently delivering customer business related services, 40% admitted that their current IT framework was not robust enough to fully support these new business models.

The results suggest that firms need to adopt a digital services strategy, encompassing the entire organisation in order to deliver a successful and services-based business.

The research was conducted at the beginning of 2020 before the Covid-19 outbreak and in an introduction to the report Noventum acknowledged the impact the pandemic could have on service business growth, while suggesting it could prompt a positive change in focus leading to new service-led business models. “...for the companies who have been negatively impacted by Covid-19,” the statement said, “it will be vital to adopt the new ways of working that have been learnt during the crisis and to put in place growth strategies that will ensure the survival and sustainability of the business.”

Further Reading: 

• Read the full Executive Report from the research here.
• Read more about Servitization here @ https://www.fieldservicenews.com/servitization
• To find out more about Noventum click here.
• To find out more about HSO click here.

Field Service Finder comes in response to covid-19 recruitment challenges.

A collaboration between ServiceMax and freelance marketplace Krios has produced a digital job board for the service sector aimed at firms whose operations are being affected by Covid-19.

ServiceMax Field Service Finder advertises open roles including volunteer opportunities and short-term assistance requests.

impact on Field Service Management Recruitment

The platform comes in response to the pandemic’s impact on service continuity with ServiceMax identifying a varying shift across the sectors it serves. The Biotech and Medical Device verticals, it says are ramping up operations and scaling production, with others reducing or sidelining staff and some switching to a new focus altogether.

"Our mission is to help field services teams keep the world running, and now more than ever there are critical jobs to be filled," said Stacey Epstein, Chief Marketing and Customer Experience Officer at ServiceMax. "Because of our close relationships with our customers across industries, we're in a unique position to help connect the talent supply with the talent demand. We're inspired by the efforts made by our customers to pivot and respond to today's crisis and want to support our customers and the industry with their workforce needs now, during this crucial time, as well as in the future."

Prior to the pandemic, there had been significant signs that the service sector was experiencing challenges in filling an expanding talent gap. A Forrester Consulting Study in 2019 interviewed 675 global service professionals on challenges around digital transformation where 97 per cent cited recruiting talent as a major barrier. More specifically, 47 per cent said finding candidates with appropriate knowledge and skills to fill roles was a significant roadblock and it is feared the current situation could exacerbate these issues.