AnswersAnywhere a provider of knowledge management solutions for field service organizations has announced the release of AnswersAnywhere for ServiceMax v2.0.
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Aug 07, 2019 • News • Answers Anywhere • first time fix • servicemax • software and apps
AnswersAnywhere a provider of knowledge management solutions for field service organizations has announced the release of AnswersAnywhere for ServiceMax v2.0.
Aug 06, 2019 • News • CSG • Software and Apps • Customer Satisfaction and Expectations
CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience.
CSG has released CSG Field Service Management, an award-winning, cloud-based advancement of its Workforce Express product suite, enhanced to help companies integrate field service management into their overall customer experience.
The CSG Field Service Management product suite transforms the way service technicians conduct their work, providing a real-time, 360-degree view of a company’s field operations:
- Global scalability and availability: CSG, an Advanced Technology Partner in the Amazon Web Services (AWS) Partner Network, has extended its cloud-first approach to its Field Service Management product suite. By hosting the product in the cloud, it provides CSG clients with global availability, scalability, and data security associated with cloud investment to meet and exceed their needs, in real-time.
- Real-time data: Pushes important and urgent information including real-time traffic, scheduling, and communication to field techs, agents, management and customers, while accommodating in-app communications between users, in real-time.
- Personalized, branded experience: CSG Field Service Management enables companies to customize how and when to communicate to its customers, utilizing channels such as email and the web to give customers real-time updates about their appointment including the ability to follow the technician while they are en route to the customer location.
- Optimized operations: Using a modernized user experience to more accurately reflect today’s field service personnel, CSG Field Service Management takes a data-driven approach designed to provide an integrated and proactive customer experience that optimizes operations and accelerates user adoption across a company.
- Automated scheduling: Automated appointments allows back-office service teams to focus on what is important, when it is important. Gives companies the ability to automate service provider arrival times, skills and scheduling constraints.
- Extensive suite of APIs: Integrates into any existing billing system and third-party applications. Integrate jobs from any order management system, track employee time, labor and inventory used from any ERP system. Automate equipment activation, warranty checks or customer signatures.
“CSG has been delivering field service management solutions to clients for more than 20 years,” said Chad Dunavant, head of global product management, CSG. “Leveraging our vast expertise in the FSM space, we are excited to introduce our modernized product suite to help maximize our customers’ worker productivity, while positioning the product to support the growing demands of the service ecosystem.”
Aug 05, 2019 • News • job scheduling • Manual processes • Honeywell • Software and Apps • Lean Processes • digital processes
Honeywell Forge Inspection Rounds digitizes and standardizes workflows for field workers, leading to increased productivity, improved accuracy and reduced unplanned downtime.
Honeywell Forge Inspection Rounds digitizes and standardizes workflows for field workers, leading to increased productivity, improved accuracy and reduced unplanned downtime.
Honeywell has unveiled new software to help field workers in the oil and gas, mining, and aerospace industries digitize equipment inspection programs, which can increase productivity, improve accuracy and minimize unplanned asset downtime.
Honeywell Forge Inspection Rounds is a mobile solution for field operations that improves technician operator rounds by enabling users to make informed, data-driven decisions. The cloud-based software allows plant supervisors and field technicians to replace manual and paper-based processes with standardized digital processes.
“Honeywell Forge Inspection Rounds is designed to digitize the deskless worker, eliminating the need for field inspectors to maintain tedious paperwork and minimizing the reliance on error-prone work processes,” said Jason Merszei, vice president and general manager, Honeywell Connected Enterprise, Workers. “This software is easy to deploy and enables industrial companies to seamlessly connect to their workers in the field.”
Technicians inspecting equipment in the field can access the software on a mobile device to review and input data with greater detail and accuracy, which can help detect potential problems and prevent costly unplanned downtime. In addition, supervisors can create, schedule, maintain and analyze their operators’ rounds. This allows facility managers to quickly locate operators in the field, validate who is performing a specific task and determine whether that task has been completed properly.
Traditional, paper-based inspections can be inefficient, leading to missed equipment checks and other errors. Workers using Honeywell Forge Inspection Rounds have centralized data at their fingertips, accessible in real time. They are guided through the solution to follow approved, standardized work processes. Automating and streamlining processes can create additional benefits, including greater operational efficiency, increased productivity, improved safety for workers, enhanced compliance, reduced costs and better worker satisfaction.
Honeywell has unveiled new software to help field workers in the oil and gas, mining, and aerospace industries digitize equipment inspection programs, which can increase productivity, improve accuracy and minimize unplanned asset downtime.
Honeywell Forge Inspection Rounds is a mobile solution for field operations that improves technician operator rounds by enabling users to make informed, data-driven decisions. The cloud-based software allows plant supervisors and field technicians to replace manual and paper-based processes with standardized digital processes.
“Honeywell Forge Inspection Rounds is designed to digitize the deskless worker, eliminating the need for field inspectors to maintain tedious paperwork and minimizing the reliance on error-prone work processes,” said Jason Merszei, vice president and general manager, Honeywell Connected Enterprise, Workers. “This software is easy to deploy and enables industrial companies to seamlessly connect to their workers in the field.”
Technicians inspecting equipment in the field can access the software on a mobile device to review and input data with greater detail and accuracy, which can help detect potential problems and prevent costly unplanned downtime. In addition, supervisors can create, schedule, maintain and analyze their operators’ rounds. This allows facility managers to quickly locate operators in the field, validate who is performing a specific task and determine whether that task has been completed properly.
Traditional, paper-based inspections can be inefficient, leading to missed equipment checks and other errors. Workers using Honeywell Forge Inspection Rounds have centralized data at their fingertips, accessible in real time. They are guided through the solution to follow approved, standardized work processes. Automating and streamlining processes can create additional benefits, including greater operational efficiency, increased productivity, improved safety for workers, enhanced compliance, reduced costs and better worker satisfaction.
Aug 02, 2019 • News • Artificial intelligence • Software and Apps • Augmentir • Finance
Augmented Software provider garners funds for its AI-based augmented worker platform.
Augmented Software provider garners funds for its AI-based augmented worker platform.
Augmentir has announced the closure of an oversubscribed funding round. The round was led by Pritzker Group Venture Capital, with participation from Lerer Hippeau, current investors, and HOLT Ventures, the strategic venture capital arm of HOLT CAT.
"The closing of this round with the participation of these leading venture capital firms further validates our unique AI-first approach to improving the productivity of frontline workforces," said Russ Fadel, Co-founder and CEO of Augmentir. "This funding will enable us to expand our global footprint, further increase the functionality of the platform, and make it even more accessible to companies across the small, mid-sized and large spectrum, and we look forward to reaching even more companies while defining the future of work."
Ty Findley, Vice President at Pritzker Group Venture Capital, added, "With our thematic focus on Industry4.0, we are excited to be working with a company that is accelerating the industrial sector evolution using AI and AR to support frontline workers. From founding efforts at Wonderware, Lighthammer, and ThingWorx, the Augmentir team has a proven track record and domain experience delivering software innovation to the manufacturing and industrial market, and we are eager to participate as Augmentir continues to shape the frontline workforce of the future."
"We are excited to be working with Augmentir and believe that the platform provides our Caterpillar dealership with the opportunity to standardize our workflow across multiple operations in order to deliver improved consistency to our customers," added Meg Paulus, Partner at HOLT Ventures. "Augmentir's AI engine will help us gain better real-time and global insights to our operations to drive increased efficiency and technician training and enablement throughout our territory which spans from the Red River to the Rio Grande."
This latest round of funding will allow Augmentir to further expand its reach in the industrial sector, including oil and gas, mining, field service, and manufacturing industries, and continue to provide solutions that will shape the future of the industrial workforce. The company is the first to deliver an "AI-first" enterprise platform for the industrial sector that combines augmented reality (AR) with artificial intelligence and machine learning (AI/ML). Augmentir's Augmented Operations™ platform allows industrial companies to support their frontline workforce with augmented procedures and step-by-step work instructions, remote assistance capabilities, and drive continuous improvement through AI-driven insights.
Augmentir has announced the closure of an oversubscribed funding round. The round was led by Pritzker Group Venture Capital, with participation from Lerer Hippeau, current investors, and HOLT Ventures, the strategic venture capital arm of HOLT CAT.
"The closing of this round with the participation of these leading venture capital firms further validates our unique AI-first approach to improving the productivity of frontline workforces," said Russ Fadel, Co-founder and CEO of Augmentir. "This funding will enable us to expand our global footprint, further increase the functionality of the platform, and make it even more accessible to companies across the small, mid-sized and large spectrum, and we look forward to reaching even more companies while defining the future of work."
Ty Findley, Vice President at Pritzker Group Venture Capital, added, "With our thematic focus on Industry4.0, we are excited to be working with a company that is accelerating the industrial sector evolution using AI and AR to support frontline workers. From founding efforts at Wonderware, Lighthammer, and ThingWorx, the Augmentir team has a proven track record and domain experience delivering software innovation to the manufacturing and industrial market, and we are eager to participate as Augmentir continues to shape the frontline workforce of the future."
"We are excited to be working with Augmentir and believe that the platform provides our Caterpillar dealership with the opportunity to standardize our workflow across multiple operations in order to deliver improved consistency to our customers," added Meg Paulus, Partner at HOLT Ventures. "Augmentir's AI engine will help us gain better real-time and global insights to our operations to drive increased efficiency and technician training and enablement throughout our territory which spans from the Red River to the Rio Grande."
This latest round of funding will allow Augmentir to further expand its reach in the industrial sector, including oil and gas, mining, field service, and manufacturing industries, and continue to provide solutions that will shape the future of the industrial workforce. The company is the first to deliver an "AI-first" enterprise platform for the industrial sector that combines augmented reality (AR) with artificial intelligence and machine learning (AI/ML). Augmentir's Augmented Operations™ platform allows industrial companies to support their frontline workforce with augmented procedures and step-by-step work instructions, remote assistance capabilities, and drive continuous improvement through AI-driven insights.
Aug 01, 2019 • News • future of field service • Bill Pollock • Strategies for GrowthSM • Survey
Sector insight required for Strategies For Growth℠'s 2019 Servitization Journey Benchmark Survey.
Sector insight required for Strategies For Growth℠'s 2019 Servitization Journey Benchmark Survey.
Research analyst and consulting firm, Strategies For Growth℠, has launched its inaugural 2019 Servitization Journey Benchmark Survey and is seeking responses from the service industry.
The campaign represents the first of what will become a series of annual tracking surveys that provide drill-down insight into the Servitization Journey as defined by survey respondents.
The campaign represents the first of what will become a series of annual tracking surveys that provide drill-down insight into the Servitization Journey as defined by survey respondents.
Similar to SFG℠’ s past surveys, this questionnaire is designed as a targeted, multiple choice questionnaire. All responses will remain strictly confidential, and will only be tabulated and reported in the aggregate. However, if respondents provide their name, title, company and e-mail address, SFG℠ will forward a copy of the top line survey results in a complimentary executive-level analysts take/summary report to be published following the data collection and analysis.
Field Service News' contributor and SFG℠'s President and Principal Consulting Analyst, Bill Pollock, will be contributing an exclusive article to Field Service News outlining the survey's findings later this year.
You can take the survey by clicking here.
You can take the survey by clicking here.
Aug 01, 2019 • News • 5G • smartphones • Software and Apps
Research shows 5G uptake and unlimited data plans key to market's future growth.
Research shows 5G uptake and unlimited data plans key to market's future growth.
The rising adoption of smartphones and emerging 5G technology is expected to drive the US mobile market to reach $224bn by 2024, says analytics and data firm GlobalData.
Ivan Maldonado, Technology Analyst at GlobalData, commented: “Market penetration and traffic data consumption are set to increase with 97% of the US population expected to own a smartphone by the end of 2024.”
The recent launch of commercial 5G services will also help to accelerate this data usage, as operators expand their network coverage and 5G-enabled smartphones become more commercially available. Average smartphone monthly data usage in the US is set to grow from 12GB in 2019 to 37GB/month by 2024.
Maldonado continued: “By 2024, 38% of the total mobile subscriptions in the US will be supported by 5G technology, most of which will be on unlimited smartphone plans.”
Carriers will continue to develop their 5G ecosystems by collaborating with other IoT service providers in order to offer solutions such as 4K live streaming, remote drones, autonomous cars and live immersive experiences that will further grow average revenue per user (ARPU).
The rising adoption of smartphones and emerging 5G technology is expected to drive the US mobile market to reach $224bn by 2024, says analytics and data firm GlobalData.
Ivan Maldonado, Technology Analyst at GlobalData, commented: “Market penetration and traffic data consumption are set to increase with 97% of the US population expected to own a smartphone by the end of 2024.”
The recent launch of commercial 5G services will also help to accelerate this data usage, as operators expand their network coverage and 5G-enabled smartphones become more commercially available. Average smartphone monthly data usage in the US is set to grow from 12GB in 2019 to 37GB/month by 2024.
Maldonado continued: “By 2024, 38% of the total mobile subscriptions in the US will be supported by 5G technology, most of which will be on unlimited smartphone plans.”
Carriers will continue to develop their 5G ecosystems by collaborating with other IoT service providers in order to offer solutions such as 4K live streaming, remote drones, autonomous cars and live immersive experiences that will further grow average revenue per user (ARPU).
“The US mobile market has been experiencing rapid acceleration in data consumption due to the increasing demand for video and multimedia, as well as operators’ commercial emphasis on the promotion of unlimited data plans,” Maldonado concluded.
Jul 31, 2019 • Management • Software & Apps • News • servicemax • Service Execution Management
Report Highlights Improvements Beyond Traditional Service Efficiency
Report Highlights Improvements Beyond Traditional Service Efficiency
ServiceMax has revealed the results of its new survey of customers to better understand how real-world organizations benefit from service execution management technology – and areas where even the most advanced organizations can improve, including measurable impact on key performance indicators such as Net Promoter Score (NPS) and employee engagement.
Partnering with market research consultancy Wakefield Research, the ServiceMax Impact Report analyzes the impact that service organizations track by leveraging ServiceMax’s field service management and asset service management solutions. Further, the report shares insights for service leaders to help them go beyond productivity and efficiency gains and rethink approaches to workforce management, asset service strategies and customer experience that drive service transformation.
Partnering with market research consultancy Wakefield Research, the ServiceMax Impact Report analyzes the impact that service organizations track by leveraging ServiceMax’s field service management and asset service management solutions. Further, the report shares insights for service leaders to help them go beyond productivity and efficiency gains and rethink approaches to workforce management, asset service strategies and customer experience that drive service transformation.
Today’s service leaders and their technicians in the field need the right tools and knowledge to keep critical equipment running – and to exceed customers’ ever-changing expectations for uptime and support. Service jobs take many forms – a field service technician drives three hours to a remote hospital to perform preventive maintenance on an MRI machine; the head of security at an office building calls their maintenance team to fix a broken surveillance camera; an aviation MRO crew waits in a hangar to perform planned maintenance on a 787 jet engine – and these service calls all require specialized skills, effective logistical coordination and varying levels of planning to ensure the job is executed effectively and efficiently.
Service is not a one-size fits-all industry. This year, survey results reveal companies that have started their digital service transformation journey are seeing impact across their service business and bottom line. By providing digital tools that engage the service workforce, provide visibility into the install base as maintained in the field and address increasing demands for a seamless customer experience, ServiceMax customers are able to provide insight and impact to board level initiatives.
Highlights from the survey, which showcase average business impact for customers using the ServiceMax platform, include:
- 25% increase in service revenue;
- 17% reduction in service costs;
- 20% increase in Net Promoter Score;
- 21% increase in contract renewals;
- 12% increase in equipment uptime;
- 29% increase in employee satisfaction;
- 23% improvement in technician productivity;
- 22% increase in workforce utilization.
"With ServiceMax, we've been able to capture lead generation in the tool and they can pass leads straight over to the sales organization in real time. Lead generation has increased dramatically,” said Stephen McPhee, Head of Americas – Lab Water, MilliporeSigma. “Engineers feel more satisfied on a day in and day out basis because they are making a difference when they're passing a lead to the sales organization. Revenues have been increasing as a result."
“At ServiceMax, our mission is to help all service organizations run profitable, productive and competitive service operations,” said Neil Barua, CEO of ServiceMax. “We’re honored to work with our customers every day to make this mission a reality and we’re incredibly happy to hear how the ServiceMax platform is instrumental in improving our customers’ service execution management strategies and abilities to support their own clients.”
A comprehensive service execution management solution, such as ServiceMax, helps organizations across industries improve the productivity of complex, equipment-centric service and achieve quantifiable results, including dramatic service revenue growth, increased customer satisfaction and a reduction in compliance incidents.
Jul 30, 2019 • Software & Apps • News • IFS • report • Finance
2019 figures shows revenue guidance increase equivalent to $711 million, representing 20% year-on-year growth.
2019 figures shows revenue guidance increase equivalent to $711 million, representing 20% year-on-year growth.
IFS has announced its financial results for the second quarter and first half of 2019 that ended June 30, boasting a 20% YOY growth and a revenue guidance increase of 6.35 billion SEK (equivalent to US $711 million).
The upturn can in part be attributed to a number of significant deals in the first half of 2019 which have been chalked up as some of the biggest in the firm's history.
IFS Chief Executive Officer, Darren Roos suggested the firm are now looking beyond these results, commenting: “IFS is the only vendor of scale in our sector that stands on a principle of choice, providing an experience free from ultimatums. Now that we see what this IFS is truly capable of, expectations for the second half of the year remain high and I am pleased to have increased our guidance for the remainder of the year to deliver 2019 revenues of $711 million, or 6.35 billion SEK, an increase that represents a 21% increase year-on-year.”
IFS has announced its financial results for the second quarter and first half of 2019 that ended June 30, boasting a 20% YOY growth and a revenue guidance increase of 6.35 billion SEK (equivalent to US $711 million).
The upturn can in part be attributed to a number of significant deals in the first half of 2019 which have been chalked up as some of the biggest in the firm's history.
IFS Chief Executive Officer, Darren Roos suggested the firm are now looking beyond these results, commenting: “IFS is the only vendor of scale in our sector that stands on a principle of choice, providing an experience free from ultimatums. Now that we see what this IFS is truly capable of, expectations for the second half of the year remain high and I am pleased to have increased our guidance for the remainder of the year to deliver 2019 revenues of $711 million, or 6.35 billion SEK, an increase that represents a 21% increase year-on-year.”
Jul 29, 2019 • News • Software and Apps • Telecommunications • VOIP
A rapid increase in the number of VoIP providers in the UK has given businesses around the country a wealth of extra choice – but this isn’t necessarily a good thing, according to one telecoms outfit.
A rapid increase in the number of VoIP providers in the UK has given businesses around the country a wealth of extra choice – but this isn’t necessarily a good thing, according to one telecoms outfit.
Voice and data services provider Amvia says that while it is beneficial for businesses to have access to more options, the overwhelming choice can make it more challenging to identify the most suitable solution. The organisation warns that increased opportunities can mean some businesses may select a suboptimal deal, leaving them unable to fully take advantage of this top technology.
Amvia has noted a marked rise in the use of its online, real-time comparison tool for voice and data services; a change which the firm attributes directly to the growing number of VoIP providers across the UK. The tool, which aims to match customers with the most suitable local providers based on location, service availability, features and pricing, offers a unique overview of the current market. It highlights a selection of solutions all in one place, minimising the need for businesses to undertake lengthy research.
While use of the tool is rising, Amvia warns that there are still many businesses who may not be using comparison services, meaning that they are likely not getting the most compatible or cost-effective voice service for their needs as a result.
“The fact that there are now more VoIP providers than ever before shows that demand for voice services is on the rise and that UK businesses are really starting to fully utilise this essential technology,” says Amvia Managing Director Nathan Hill-Haimes. “But more VoIP providers is not always a good thing, especially for businesses that are struggling to find the best service for them.
“To put it bluntly, more choice means more opportunities to get it wrong. That’s why we believe it’s more important than ever for businesses to work to identify their own needs and really take a thorough look at the market, finding a solution that not only works for them now, but will continue to bring benefits in the future, without settling for second best.
VoIP, or voice over internet protocol, is one of the most disruptive communications technologies to have been introduced to UK businesses over the past few years. VoIP brings multiple benefits, including the cost saving advantages of IP-based telephony, as well as stronger communications through real-time conversations. It is a technology that has aided the development of successful remote and flexible working policies, facilitated better client/business relationships, and worked to streamline business processes.
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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