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The next Service Community event will be held at Oracle's Reading Offices on the 24th May 2017.

To register please email info@service-community.uk and their team will register you and send out logistics details nearer the date.

As usual this will be a very informal discussion focused programme aimed to allow you to share ideas over a range of service topics.  And a date for your diary! Our autumn event will be held on the 3rd October at a venue to be determined.

The Service Community is run by service professionals for service professionals, there are no commercial sponsors and literally if you are working in a professional capacity in the service sector then this is your community -  so if you would like to host a future event or want to suggest some discussion topics, then also contact the team on the above email.

The Agenda for the 24th May event is as follows:

•  12.00 - 13.00: Meet at Oracle Reading Offices for light buffet lunch
• 13.00 Welcome and Introduction - Steve Elsham: Oracle
• 13.15 Shift to the Left: Mark King  Service Director UK & Ireland, Pitney Bowes - Mark will share his experiences of how when faced with falling margins, through incorporating a self service model he has been able to increase profitability without reducing customer loyalty
• 14.00 Outsourcing service to 3rd parties - Dave Gibson  Veteran  Service Director with SUN / Oracle - Dave will share the challenge he faced first at SUN Microsystems and then later at Oracle, in outsourcing Customer Support to 3rd party service providers, while still maintaining excellent service on mission critical activities
• 14.45 Coffee & Networking break
• 15.15  Cloud Adoption in Field Service Management Solutions: Kris Oldland  Editor Field Service News - Kris will be reviewing the adoption of Cloud technology by both Suppliers and Clients of Field Service management Solutions, based on a 3 year research programme he recently concluded
• 16.00 Leading Change in After-Sales Support: Ian Cockett Ex Service Director Bosch UK & Cygnet-Texkimp - Shifting from a capital equipment focused business, to one that leads with service support and customer outcomes. The challenges faced and the approaches taken in achieving change.
• 16.45  Open forum & discussion based on the day
• 17.00 Close

We hope to see you there and please spread the word to any of your colleagues who may also find this event of interest - as a non-profit organisation word-of-mouth is incredibly powerful friend for us!

 

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Sub-Zero & Wolf are cooking with gas. The preferred suppliers of kitchen equipment for celebrity chefs James Martin and Heston Blumenthal as well as interior designer/former Dragon’s Den star Kelly Hoppen who are ‘wolfing’ down the rewards of a complete service management revolution. A year ago, they replaced their outmoded, non-web-based software with Tesseract’s Service Centre 5.1 (SC5.1), improving stock control, reducing call times, and cutting out 2 days’ worth of reporting.

The chef’s choice

Sub-Zero & Wolf are longstanding kitchen appliance connoisseurs who supply, install and maintain top-of-the-range cooking and cooling equipment in domestic settings.

Their products are sold through 250 independent dealers across Europe and are the appliances of choice for chefs, designers and celebrities because of their superior performance and exclusive functions. They range from dual fuel ovens to wine storage to coffee machines and many are compatible with home automation systems.

In 2016, Sub-Zero & Wolf marked 70 years of successful trading with a major overhaul of their field service management system.

The old system — too many cooks

Sub-Zero & Wolf’s previous service management system was a case of too many processes, too many people, too many delays, and too little visibility.

The non-web-based software could only manage one stock location at a time and was always a day out; the company could never accurately tell where an item was at any one time. Technicians had no access to live data in the field, only in the office.

This meant they could only get updated callout information and asset data by dialling in to the system, or by speaking to the admin team on the phone or via email. Planned maintenance scheduling was still done using Excel spreadsheets.

“There were a number of factors that led us to replace our service management software,” says Greg O’Sullivan, European Group Service Manager for Sub-Zero & Wolf. “But ultimately it was because our customers expect a first-class service, and we decided that a first-class service management system would help us do that.”

A recipe for success

Sub-Zero & Wolf happened upon Tesseract at the Service Management Expo in Birmingham. They looked at a variety of solutions, but chose Tesseract because it was web-based, cloud-based, and the best fit for their service management needs.

Now, live data is at their fingertips and numerous process delays have been eliminated. If a service call comes in, a suitable technician is dispatched via the Tesseract system rather than a phone call. Planned maintenance work is scheduled using Tesseract’s assisted diary rather than a slew of discrete spreadsheets.

 

While in the field, technicians can log in to the system remotely at any time and view outstanding jobs and parts availability.

They don’t need to rely on a call or email from the office to find out about a site, a customer and the service history of an asset, because all this can be obtained by running simple searches of the Tesseract Customer Assets database.

This smooth, seamless flow of data has cut down both the number and length of calls between the office and Sub-Zero & Wolf’s 114 Europe-wide engineers. It has also improved the engineers’ ability to see patterns of faults with equipment — a crucial facet of good problem management.

Greg O’Sullivan explains, “Tesseract comes with high levels of automation and saves us huge amounts of time. It’s also a much easier process to manage. We had traffic jams on the old system. We’d get job data and parts requests all in one go because it wasn’t live, but now the jobs trickle through at a friendlier pace.”

A major concern for Sub-Zero & Wolf was stock control. Parts are essential to their business and typically very expensive, so keeping track of them is vital. Despite having stock locations all over Europe, their previous system could only monitor one at a time and was always a day out of sync.

With Tesseract’s Parts Centre module, Sub-Zero & Wolf can monitor all stock locations at once, from warehouse to van to customer, with full, real-time visibility of the installation, usage and repair cycle.

One of the biggest efficiency gains for Sub-Zero & Wolf has been in reporting. O’Sullivan says, “Reporting was a laborious manual process at the end of the month and took two days to compile and complete. With Tesseract, we can extract data about assets, parts used and completed jobs at the touch of a button, and complete a report in 30 seconds.”

 

A further benefit for Sub-Zero & Wolf is Tesseract’s ability to integrate with other systems. This is thanks to an application program interface (API) that enables the transfer of information between SC5.1 and any third party software product. “We were already using TomTom WEBFLEET, which tells us where our technicians are,” says O’Sullivan. “Tesseract integrates with this, transmitting address details for service jobs directly to our technicians’ TomToms. Again, this cuts out a manual process and saves us time.”

A taste for more

Sub-Zero & Wolf are looking to add the Remote Customer Access (RCA) function of SC5.1 to their portfolio of service management modules. At present, dealers and end-user customers have to phone Sub-Zero & Wolf if an equipment fault occurs, and cannot see what’s happening when a job is actioned. RCA allows customers to log in to SC5.1 via a web browser and notify Sub-Zero & Wolf of a problem more quickly, easily and simply than a phone call.

Customers can also monitor progress, move assets, raise sales orders and run reports.

“We’re keen to add Remote Customer Access in the near future to make life easier for our customers,” says O’Sullivan. “What’s great about this is that Tesseract can tailor the visibility of the platform at different levels, simply by changing the permissions. This means our dealers can see data for their customers, but our end-user customers will only see the data that is relevant to them.”

 

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Oneserve, field service management software specialist based in Exeter, UK has announced a key strategic partnership with machine learning and predictive analytics specialist BiG Consultancy. The partnership will see the companies enhance and accelerate Oneserve Infinite, Oneserve’s Predictive Service Management offering.

Whilst many continue to talk around the prospects and future potential of machine learning and predictive analytics, this partnership make it a reality.

Chris Proctor, CEO at Oneserve,  who was listed in the Field Service News #FSN20 list of key influencers this year, explains more: “Today we live in a world where our cost palatability is decreasingly rapidly, whilst customer expectations of service delivery are increasing at a seismic pace, driven largely by technology and innovations in our ‘consumer’ lives.

“By looking outside the conventional confines of traditional field service principles, technologies and systems we have been able to learn and bring on board a number of solutions and make them accessible to our customers,” concluded Proctor.

 

Initially the Oneserve team looked into the potential of IoT, but found that whilst it provided a decent tool as an edge based trigger, essentially customers could be told that there was a problem without being able to do much about it; there was still going to be a significant downtime, but with perhaps just more time to try and work out how to manage it.

It was when in 2016 that Oneserve began to see what the alignment of a holy trinity of technologies, Big Data, IoT and Artificial Intelligence, could mean to customers that the true potential of a solution began to become clear.

“We’ve used Artificial Intelligence within our current scheduling engine for some time,” explained Proctor.

“However, combining the three provided the ability to look much wider and understand the relationships between failures and the contributing factor. This in turn, provided capabilities that could predict failure months in advance, a hugely significant step for us. In some industries, the costs associated with a responsive breakdown repair job can be as much as 20 times higher than the planned job.”

Partnering with BiG was a key part in Oneserve’s strategy to accelerate developments in this area and develop meaningful, real-world use cases where it could deliver significant advantages to customers. BiG has worked successfully with high profile customers in the past in this type of area including the likes of CrowdCube, The MoD, the F-35 Joint Strike Fighter programme and Microsoft.

BiG co-founder, Gerry McNicol commented. “BiG is excited to be partnering with FSM leaders Oneserve on this innovative project. The combination of Predictive Asset Maintenance and Field Service Management is a fantastic example of how real benefit can be gained for both customer and supplier.

 

“It’s a superb use case for IoT and Machine Learning technology showing tangible and measureable benefits. Once you’ve seen it in action you wish you’d done this sooner,” McNicol concluded.

“So far we’ve been working to predict failures using our system to prevent them and to use deep learning within our existing product to optimise ‘job’ success,” commented Proctor. “Providing users with the ability to know when a given task is going to fail and why, allows for changes to be made pre-emptively. However, we have huge plans at harnessing the power of Oneserve Infinite and Deep Learning in an increasing number of ways and BiG will be critical part of that.”

Oneserve Infinite is able to provide customers with:

• A system that can autonomously recognise a ‘failure event’ with significantly more warning, ensuring that the relevant teams are notified and operatives are scheduled efficiently to undertake planned maintenance to prevent downtime.
• Detailed maintenance schedules of work that will be required over a given time
• ‘Asset Commercial Viability’ projections to help companies understand the remaining useful lifespan on their assets
• On a Service Management platform this technology transforms ‘Responsive Breakdown Repairs’ into ‘Planned Maintenance Events, offering customers, and indeed, theirs, with vast cost efficiencies and a level of service excellence that will set the benchmark for the future

 

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In 2015, Espresso Service Ltd woke up and smelled ‘connected’ coffee. By implementing Tesseract’s cloud-based service management software, it entered the realm of the smart coffeemaker and the Internet of Things, bolstering its USPs and improving its service to customers.

Backed by over 25 years in the coffee industry, Espresso Service manages and maintains all types and brands of coffee machines. It does this via a nationwide network of engineers who really know their beans.

Before Tesseract, the company’s service management system was based around a less flexible, server-based, non-specialised bolt-on to an accountancy package. This was no longer up to task, so Espresso Service looked to the cloud.

Head in the cloud

Espresso Service opted for a software-as-a-service system, aka SaaS. In other words, a system that is hosted in the cloud and accessible via the internet. The company wanted to avoid the hefty capital costs involved with installing software on its servers, and instead pay an ongoing subscription fee. It also wanted access to software that was maintained by the provider and always kept up to date. This led it to Tesseract.

Daniel Sewell, Chief Operating Officer for Espresso Service, explains, “In the end, the choice was down to two companies. Tesseract came out on top for three main reasons. Firstly, the system is web-based, which means our engineers can access it anywhere. Secondly, we get free upgrades and any platform developments for one customer are shared to all. The third reason is Kevin McNally, one of Tesseract’s managers. As opposed to a typical salesman just interested in a deal, Kevin was thoroughly genuine and showed a real and keen interest in our business. He still does.”

 

The Internet of (Coffee) Things

The Tesseract system is able to communicate directly with some of the coffee machines Espresso Service is contracted to maintain. These machines contain a modem with a SIM card, feeding data to the Tesseract system by means of the internet. This could be asset history or maintenance alerts, i.e. the machine has run out of milk or coffee, or needs a repair.

This telemetry prompts Espresso Service to take action and, if necessary, schedule a maintenance visit — without its customers having to do anything. Daniel Sewell says, “On average 5,000 pieces of information a day are transmitted to the Tesseract system. This ability to monitor equipment remotely through Tesseract has not just revolutionised the way Espresso Service operates; it’s also improved the performance of our customers. Their need to keep coffee flowing and minimise equipment downtime is served by us providing them with a more responsive service.”

The perfect blend

Espresso Service utilises the full suite of services offered by Tesseract’s flagship product, Service Centre 5.1 (SC5.1), including Call Control, Customer Assets, Parts Centre, Remote Engineer Access and Remote Customer Access.

While SC5.1 is an out-of-the-box platform, Tesseract does its best to tailor and adapt it. In this case, it has created an interface with Espresso Service’s accounting software, as well as between Parts Centre and the company’s stock partner. This enables Espresso Service to have full visibility and control of the movement of stock even though a separate company manages it.

Tesseract and Espresso Service also worked together to enhance SC5.1’s stock-take functionality, streamlining what used to be a manual process. In due course, Espresso Service will incorporate Tesseract’s Diary Assist, an automated scheduling service capable of saving companies 3-4 hours a day of manual manipulation by assigning calls to engineers.

 

What’s clear is that Tesseract and Espresso Service represent a strong, thriving partnership, one that has continued to flourish in the short time since implementation. Daniel Sewell explains, “Tesseract has given us a new USP. When we approach sales prospects, we proclaim the virtues of the Tesseract system, and how much it will make their lives easier and service better. We also recommend the platform to other companies in our industry. In particular, we partnered with an ROI firm to found a company called Espresso Service Ireland Technical Ltd, and got them set up on the Tesseract system. That’s how much we believe in it.”

 

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ServicePower, a market leader in mobile workforce management software, announced recently that the acquisition by Diversis Capital and subsequent delisting from the AIM market of the London Stock Exchange has been completed.  Diversis will provide ServicePower with financial investment and business expertise to help it achieve long term growth and promote the ongoing successes of its partners, employees and customers, building upon the Company’s successful 2016 performance which featured double-digit revenue growth and EBITDA profitability.

Through the deployment of its transformational technology used by some of the largest companies in manufacturing, insurance, security, utilities and telecom, ServicePower helps any field based business with high-value assets or high job volume to grow revenues, add additional lines of service, and improve customer satisfaction resulting in rapid return on investment.  ServicePower is the leader in working with customers to optimise the use of employed and extended workforces, allowing its customers to embrace the latest technology and business process innovations, including enabling “Uber-like” capabilities.

“We are increasingly working in a world where customer service is paramount,” said Ron Nayot, Managing Partner at Diversis. “When we looked at where the best potential investment for Diversis would be, ServicePower was the clear choice.  We believe market demand will continue to increase for the Company’s mobile workforce solutions and the business transformation it enables.  Diversis is excited to partner with ServicePower to invest in its next phase of growth.”

 

“We really want to push the boundaries of what is possible so that our clients can deliver personalized services in the field that are remarkable, that make them stand out from the crowd in the eye of their customers,” said Marne Martin, CEO of ServicePower. “As a private company with the backing of a well-respected investment firm like Diversis, we can move faster and push harder than ever on the roll out of our industry-best artificial intelligence engine for scheduling, leadership in extended workforce management, and focused development for the core markets we serve.  We are in a much better position to deliver on our considerable ambitions with both the financial and business guidance Diversis provides.  We anticipate great success and continued growth.”

 

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The world's longest-establish rugged tablet PC maker, Xplore Technologies, has partnered with CLS America to launch the Thorium X, a first-in-class satellite communications tablet system based on the Xplore XSLATE D10 Android rugged tablet PC, meaning "off-the-grid" workers in the UK and Europe can maintain operations almost regardless.

Xplore has received an initial order from OEM customer CLS for 1,000 XSLATE D10 units and will fulfill follow-on orders as needed. It is now available in the UK and Europe.

Thorium X comes with the Thorium Application for immediate use of satellite email, weather, mapping and more.  Thorium X also comes with a ThoriumWeb account, so users can log on and see their locations, the data moving through the system, electronic forms results, connected sensor values and a number of other features.

Thorium X is priced at $2,299.00 (satellite and Wifi)  and $2,499.00 with cellular. There is a range of satellite service packages available, starting at $20 per month plus usage charges.

Mark Holleran, president and COO of Xplore, said: “One of Xplore’s strengths is the ability to engineer flexible rugged tablet technologies that allow OEMs such as CLS to customise and implement future-proof mobility solutions based on our industry-leading platforms. By adding satellite data communications capabilities to the best Android rugged tablet on the market – the Xplore XSLATE D10 – CLS both expands the addressable market and enables increased ROI for customers operating off the grid mobile workforces.”

 

The Intel-powered Thorium X features an integrated Iridium Short Burst Data (SBD) modem and flexible satellite antenna that significantly expands the reliability, speed, and cost-effectiveness of mobile communications. As a result, users will be able to maintain continuity in their professional activities from any remote location around the globe – and most likely at a lower cost than most cellular data plans.

Michael Kelly of CLS America said: “We know that communications challenges in places or during times when no cellular or WiFi is available costs global industries and governments millions of dollars.Thorium X now allows people to stay connected via satellite 100% of the time, and at a fraction of the cost of satellite phones.”

In fact, Thorium X users will have the unprecedented ability to access email, view statistical reports of missions, engage in M2M communication and monitoring, and send electronic forms – among other critical tasks – via satellite in real time. A bright, 10.1” outdoor viewable screen and Glove Touch capabilities make it easy to conduct secure, TPM 1.2-protected transactions day or not, even in inclement weather. Thorium X software solutions are also available as a tablet app and desktop platform to securely facilitate mapping functions, deliver weather reports, and perform data compilation and transmissions in real-time via the rugged satellite tablet.

Michael Kelly added: “The launch of Thorium X means that users no longer have to rely solely on WiFi or cellular network connections. This is a huge win for people and teams who work in remote areas, or during times that other communications have been compromised, especially those supporting global operations related to emergency management, military, environmental monitoring, government, fisheries, and other field-centric industries."

 

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Geerings, one of the South East of England's leading providers of MPS and print management services, is upgrading its service management capability with the installation of 2serv. 

Developed by Purpose Software, this market-leading software solution will provide the Geerings management team with faster access to real-time information to enable data-driven decision-making and streamline billing processes.

According to Jon Killengray, Service Manager at Geerings:  “We selected 2serv after an extensive review of available solutions as we wanted to work with a company that really understands the needs of resellers in this market sector and is able to deliver the highest level of service and support.  Purpose Software also offered us the ability to install the software on a subscription basis allowing us to pay for the system as we use it without major up-front capital expenditure.”

The new service management system will enable Geerings to achieve considerable time-savings across the business. In particular, it will streamline and enhance the billing process by tightly integrating with Sage200.  This will provide a single point of access and eliminate the need for manual batch transfers, making invoices immediately available in Sage after being created in 2serv.

 

Further savings will be achieved by enhancing the toner management process including the automatic checking that consumables have achieved the correct usage.  2serv also provides rapid access to informative management reports that can be run at a press of a button without impacting on overall system performance.  These reports present up-to-the-minute data in formats that are easier to interpret for better decision-making.

“Purpose Software is providing us with a service management system that will deliver lightning speed performance no matter what we throw at it, unlike the previous system which often struggled during the generation of complex reports,” continued Jon Killengray.  “The 2serv system is fully future-proofed providing us with access to all enhancements, as they are released as part of the subscription programme, ensuring that it will continue to meet the evolving needs of the business.”

Geerings is also installing 2roam, a mobile application that empowers engineers equipped with tablets, smartphones and other mobile devices to access and update 2serv from any location.  It will increase the productivity of the company’s field service team by enabling them to make more efficient use of their time.

 

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Social enterprise organisation First Ark has saved £210,000 by collaborating with Fleet Operations on a series of fleet initiatives, aimed at increasing value for money. These savings contribute to the commitment First Ark makes as a social enterprise to re-invest back into the local community.

First Ark’s partnership with Fleet Operations has helped to eliminate vehicle ‘spot hiring’ and has led to significant lease and insurance cost efficiencies across the company’s facilities management and refurbishment services division, Vivark.

[quote float="left"]Operational efficiency is paramount for First Ark as we strive to maximise our investment in local community initiatives

“Operational efficiency is paramount for First Ark as we strive to maximise our investment in local community initiatives,” said Angela Coffey, First Ark Value for Money and Procurement Manager.

 

“With Fleet Operations, we have exceeded expectations in terms of our fleet performance and have seen significant gains related to value for money.”

Following a reduction in the size and profile of Vivark’s fleet, from 176 to 132 vehicles, an internal widespread communications campaign was delivered to promote the new value for money initiatives and address vehicle ‘spot hiring’.

“The success of this campaign, which included one-to-one briefings with contract managers, was remarkable with efficient vehicle utilisation realised within just three months,” added Coffey.

“Our mobile Vivark staff now have access to a dedicated ‘helpdesk’ number for Fleet Operations, who now communicate regularly with them. Considerable time and financial and savings have been realised as a result.”

In addition, Vivark’s fleet risk policies have been reviewed by the fleet specialist and risk assessments have been carried out to ensure the organisation remains compliant with the latest health and safety regulations. A ‘permit to drive’ scheme, involving regular licence checks, has been rolled out across all grey fleet drivers while driver risk profiling, using telematics data, is set to deliver further improvements in road safety standards.

 

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Leading digital retailer Argos is implementing a new transport management solution from Microlise.

The tool gives their transport teams live visibility of vehicles and expected estimated times of arrival so they can take action to maximise their on-time performance, as well as proactively keeping customers informed of any delays to their deliveries.

In addition, contact centre representatives will gain access to precision live delivery information letting them accurately respond to queries from customers.

Argos, whose parent company Home Retail Group PLC was bought by Sainsbury’s in September 2017, is currently installing telematics hardware across the entire two-man UK home delivery fleet.

[quote float="left"] “We are constantly looking to new and innovative tools to help us improve our customer experience -Laurence Garnett, Head of Home Delivery at Argos

“Delivering a positive customer experience is an absolute priority for us and customers tell us that being on-time or informing them of any change is really important,” said Laurence Garnett, Head of Home Delivery at Argos.

 

“We are constantly looking to new and innovative tools to help us improve our customer experience. Microlise will be a very powerful solution to help us further improve our high standards for on-time delivery as well as keep customers up to date with the very latest delivery information.”

Fleet Performance enables driving performance to be monitored through an A to G rating system. Via an app on their smartphone drivers can monitor their performance against benchmarks on a whole range of criteria including idling, acceleration, braking, cornering, cruise control usage and speed.

This information enables driver trainers to target training where it will be most effective and will help Argos to be more fuel efficient.

“Argos is a brand that has thrived on the high street since 1973, not least by always staying ahead of competitors and delivering excellent service. It’s great to be working with the company as it implements incremental improvements to continue to perform at the vanguard of retailers in terms of cost control and customer experience,” added Nadeem Raza, Chief Executive Officer, Microlise.

 

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