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GE Digital yesterday announced that it has completed the acquisition of ServiceMax, a leader in cloud-based field service management (FSM) solutions, for $915 million.

The acquisition provides GE Digital with new capabilities in the $1 trillion market for industrial service, enabling customers to immediately gain more value from their assets and find greater efficiency in their field service processes.

GE Digital's Predix solution is positioned as the only software platform that offers complete connectivity from the edge to the cloud and computing capabilities at every level of the industrial software stack.

Combining Predix with ServiceMax technologies GE Digital believe that they will be better positioned to help their industrial customers accelerate productivity outcomes for industry by combining cloud-based mobile applications with Predix. This acquisition brings together the use of digital twins, cloud applications and big data analytics with world-class field services domain expertise to unlock asset productivity for industrial customers. With this acquisition, GE will add analytics and insights into the ServiceMax logistics, workforce optimisation and deployment models.

The ServiceMax platform provides a full suite of applications, including inventory and parts logistics, scheduling and workforce optimisation, and work order management. As a result of this transaction, customers will be able to access these offerings from a modern rapid application development cloud and field-ready mobile platform that combines the strength of GE’s deep domain expertise and advanced industrial portfolio with ServiceMax’s field service expertise. The company will leverage the Predix platform to further the development of additional industrial applications focused on service delivery.

 

“This acquisition advances our vision of building a Predix-powered industrial world. Improved productivity is critical for industry, and digitising field services is a cornerstone of a successful digital industrial strategy,” said Bill Ruh, CEO, GE Digital. “By combining our technologies with ServiceMax, we continue to enhance the overall Predix technology stack for our customers. This transaction, along with our previous acquisitions of Wurldtech, Meridium, BitStew and Wise.io, is directly aligned with our strategy to drive growth both inorganically and organically by building the capabilities to support the digital industrial transformation through Predix, APM and the Digital Thread.”

Together, the companies have already driven significant productivity for GE and going forward they will co-develop service products and accelerate commercialisation in order to drive additional value for customers. GE estimates there is a market-wide opportunity to improve service productivity by $25 billion through the use of analytical tools.

Morgan Stanley acted as exclusive financial advisor to ServiceMax with Gundersen Dettmer LLP serving as legal counsel for ServiceMax. King & Spalding, LLP served as legal counsel for GE Digital. The transaction closed on January 10.

 

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Call centres staffed by operatives who are not able to make decisions rate considerably worse than call centres that can automate processes, research from [1] Inisoft reveals...

The poll of 2,000 UK adults overturns the received wisdom that automation is a bad thing for customer experience.

Top irritations for customers were:

1. Having to repeat your complaint to multiple people (58.40%)
2. Being placed on hold repeatedly during the call as staff checked policy (40.40%)
3. Feeling like the person you’re speaking to is reading from a script (32.00%)
4. Not feeling that the person you are speaking to has the authority to fix the problem (31.70%)
5. Feeling like the person you are speaking to is insincere (15.40%)

“All of the major customer bugbears are the sorts of experiences typical in a call to a poorly equipped call centre.” said Oonagh McBride, the Head of Inisoft.

 

“Ironically, call centres that lack proper automation tend to give customers the impression that they are talking to automatons.  A poorly equipped call centre will have staff floundering to find the answer to increasingly complex enquiries from customers, leading to delays, inconsistency and frustration.  When confronted with ill-prepared call centre staff, customers often express fury.”

The research also highlighted the importance of agent confidence when it comes to hearing customer problems and going off script if required.  In fact, 75% of those polled stated that receiving an apology was important.  For those aged 35-54, over 30% consider the apology to be ‘very important’.

Oonagh added: “The more technology that call centre operatives have at their disposal, the more they are able to do what they do best, which is to communicate naturally with customers in the sure knowledge that they have all the resources they need.”

Perhaps unsurprisingly, only 6% of customers claim that their experience with contact centres is always good – or that there were no frustrations.

 

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1] Research carried out by Censuswide for Inisoft between 9th-11th November 2016.  Omnibus poll took a representative sample of 2,002 UK adults.

 

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Research by 6Wresearch reveals that India has become one of the most potential markets for telematics solutions globally...

Over the last four years, India has registered increased deployment of telematics solutions especially in commercial vehicle segment. Key application areas of the market include- cold chain, courier, pharma, retail and others. Presently, cold chain sector accounted for highest market share, followed by courier and others. Cold storage freight trailers are deploying telematics solutions to gather time-series data of the temperature inside the cargo container.

According to 6Wresearch, the Indian Commercial Vehicles Telematics Market installed base is projected to reach 1.4 million by 2022.

Increasing road accidents, security concerns and need for fleet management are driving the adoption of telematics solutions in the country. Additionally, benefits such as reducing fuel consumption and repair costs would further spur the growth of the market.

According to “Prijo Samuel, Assistant Research Manager, Research and Consulting, 6Wresearch,” in commercial vehicle telematics market in India, Heavy-Commercial Vehicles (HCVs) accounted for majority of the market share; however, Medium Commercial Vehicles (MCVs) segment is poised to register significant growth over the next six years.

Ravindran Natarajan, Director Business Development, Trimble Navigation (a leading player within the sector) said, “Although, MCVs/ HCVs covered entire market, however Light-Commercial Vehicles (LCVs) segment is anticipated to excel in the coming years. This would be primarily due to overall structuring of e-commerce industry in relation with the change in entire supply chain logistics from first mile pick-up to last mile delivery.”

 

He further commented, “During recent times, India witnessed entry of various companies in freight market, which have changed the whole market dynamics. This would create more opportunities for telematics market players in India.

Suresh Mishra, Director, QTS Solutions (an emerging player in the market), established in 2016 said, “The telematics industry in India would exhibit robust growth due to the deployment of portable telematics devices in MCVs, which runs on trip to trip basis.”

He further added, “Telematics market penetration in HCVs segment would reach between 90-95% by 2022 owing to growing acceptability along with mandatory policies to install telematics solutions in various commercial vehicles.”

The major companies in India commercial vehicles telematics market include- Arya Omnitalk, CMC, Dhanus Technologies, EFKON, TATA Motors (Tata FleetMan) and Trimble Navigation.

“India Commercial Vehicles Telematics Market (2016-2022)” provides in-depth analysis with 44 figures and 8 tables covered in 100 pages. The report estimates and forecast overall India commercial vehicles market by revenue, sales volume, installed base, sectors, regions and by vendor type i.e. aftermarket and OEM. The report also gives the insights on competitive landscape, market share by companies, company profiles, market trends, drivers and restraints.

 

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For a detailed report on this research with purchase options please click here

 

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Traffic congestion is costing UK businesses approximately £767 million a year in lost productivity, according to research conducted by TomTom.

The TomTom Traffic Index has found traffic across the UK’s 25 most congested cities and towns increases the time each vehicle spends on the road by an average of 127 hours a year – more than 16 working days.¹ This could equate to a cost of £767,937,250² in time spent sitting in traffic for the 902,500 light commercial vehicles operated in these cities and towns.³

And the situation seems to be getting worse. An average journey in 2015 took 29%⁴ longer than it would in free-flowing conditions, up from a 25% delay in 2010.

“Traffic congestion may be seen as a fact of life for every driver but, cumulatively, it is taking a heavy toll on the UK economy and this should not be accepted as an inevitability,” said Beverley Wise, Director UK & Ireland for TomTom Telematics.

“Making the most of billable time is key to profitability for any business, so organisations that rely heavily on a mobile workforce must look for ways to maximise the time employees spend actually doing jobs by minimising time spent on the road.

“Through smarter planning, routing and scheduling, companies can help their drivers to better avoid traffic, which could not only have an impact on productivity but also customer service. Previous research conducted by TomTom Telematics among UK van drivers found 90 per cent admit to arriving late for customer appointments – with 93 per cent citing traffic as the reason.”

 

The biggest financial hit was felt in London, where £237 million is lost to traffic each year, followed by Manchester (£157,729,390) and Birmingham (£81,364,800).

Wise added: “Telematics solutions can help businesses mitigate the effect of traffic congestion and minimise time spent on the road. Firstly, drivers can be navigated along the fastest routes based on anticipated congestion spots and traffic information. But the data provided by telematics, including GPS location, ETAs and job status, can also be used to inform smarter planning where daily schedules are optimised to help ensure the most appropriate driver is sent to each job at the most appropriate time.”

 

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Sterilizer specialist ESTS is about to usher in a new era of fast, paperless servicing, courtesy of Tesseract’s field service software.

ESTS is the brains behind Logiclave, a leading brand of sterilization devices, including autoclaves, steam sterilizers and washer disinfectors. ESTS designs and manufactures the devices for hospitals, universities, pharmaceutical companies and the biotechnology sector, and makes sure all are properly and regularly maintained under service contracts.

At present, ESTS uses a basic software system to manage its service activities. However, it’s simply a diary and a database, lacking any intuitive call control or dispatch functions, asset management tools or mobile working solutions. The company also uses a separate software system for stock control.

“Our processes are quite labour-intensive,” says David Hawtin, Director at ESTS. “Our engineers have to handwrite service sheets and post or hand-deliver them to the office. Then our admin team has to process them and submit paper invoices to our accounts department. Engineers are dispatched by email or telephone. And with parts, engineers call our storeman and he orders them in. Tesseract is going to transform all of this.”

 

Tesseract’s service management software will provide ESTS with automatic dispatch, stock control, automated invoicing, asset management and, most importantly, a mobile field service solution for the engineers. This will eliminate numerous manual processes and the need for copious paperwork.

ESTS remembered Tesseract after seeing a demonstration of the software at a trade show a few years ago. Hawtin explains, “We saw a demonstration of two systems, but decided to go with Tesseract for two reasons. Tesseract offered a cloud-based version, and the system worked on both android and iOS devices. The other system lacked these features.”

ESTS will soon be implementing the cloud-based, software-as-a-service (SaaS) version of Tesseract’s Service Centre 5.1 (SC5.1). Hawtin says, “The fact that Tesseract offers a SaaS version of SC5.1 made it more accessible to us. It means we don’t need to upgrade our server to implement it, and it’s less of a burden on us because Tesseract maintains it in-house.”

 

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FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions today announced it has been positioned on the November 2016 Magic Quadrant for Field Service Management by Gartner, the world's leading information technology research and advisory company.

The Field Service Management (FSM) Magic Quadrant recognizes companies based on criteria which includes their ability to execute and the completeness of their vision.

“We are delighted to be recognized in Gartner’s FSM Magic Quadrant for the first time,” said Steve Mason, CRO of FieldAware. “We believe we have focused on bringing a new, dynamic edge to field service, so to be recognized in the Gartner Magic Quadrant is fantastic.

 

“Our goal is to simplify field service management. We want businesses to get the most value out of our solution, quickly, without having to worry about lengthy implementation and adoption. Our mobility and integration capabilities have been instrumental in our momentum and we believe that Gartner’s recognition is further proof of our approach.”

To find out more on how FieldAware is simplifying field service with innovative field service solutions – join one of our 30-minute webinars by clicking here

To access the 2016 FSM Magic Quadrant click here

 

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International retailer Tesco, which has more than 6,900 stores globally and employs nearly half a million people, is deploying Journey Management and Trailer Tracking from transport management solutions provider Microlise on 940 trailers in Hungary, Slovakia, Poland and the Czech Republic.

Journey Management is a telematics product that provides the insight and visibility to debrief drivers by exception against route and schedule adherence to reduce mileage run.

It will also help the Tesco team to monitor the status of trips against schedule in real-time, as they unfold, and enable improvements through "planned vs actual" route comparison. Ultimately it will help Tesco to minimise mileage, increase efficiency and reduce environmental impact and costs.

The Microlise Trailer Tracking module allows trailers to be monitored without the need for them to be connected to a tractor unit and ensures that the location and identity of each trailer unit is accounted for at all times.

With location and activity reports, as well as unauthorised movement notification, Microlise Trailer Tracking will help the team with their proactive management of the trailer fleet. Round the clock visibility will enable the transport team to take action to keep assets safe and utilisation high.

The news marks an expansion of Tesco’s Microlise deployment following its initial adoption of the technology in 2015 in the UK and Ireland when it went live across 19 depots.

 

“Being able to track journeys and identify how the routes we have scheduled are unfolding, compared with how we planned them, is fundamental to our adoption of Microlise in central Europe,” said John Steventon, Primary Operations Manager Europe, Tesco. “The technology will enable us to understand how to improve our logistics efficiency and ultimately provide the best service for our customers, whilst keeping our assets safe.”

The new project in Central Europe is part of a reorganisation programme within Tesco to centralise the way journeys are planned. Microlise Journey Management and Trailer Tracking fully integrates with the Ortec planning optimisation software in place.

“Working with a true industry-leader on this project reaffirms that we have a world-beating product. It’s great to see our transport and logistics solution being used effectively and providing value on a large-scale to optimise the Tesco fleet operation,” said Nadeem Raza, Chief Executive Officer, Microlise.

Alongside the Journey Management and Trailer Tracking deployment, Tesco’s sub-contractors in Central Europe will also be using the pay-as-you-go Microlise SmartPOD Proof of Delivery solution, downloadable free from the Google Play Store.

 

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The agreement expands the existing partnership that has driven significant productivity across GE; adds new capability to offer in the $1 trillion market for industrial service

GE Digital  yesterday announced it has acquired ServiceMax, a leader in cloud-based field service management (FSM) solutions, for $915 million.

The acquisition provides GE Digital with enhanced capabilities to advance its Industrial Internet vision, enabling customers to immediately gain more value from their assets and find greater efficiency in their field service processes.

Service has always been a core part of GE’s strategy and capability and was an early target for the company’s work in analytics and productivity. GE has invested in the build out of digital twins for industrial assets. In addition the company has accelerated productivity improvements through digitizing service processes.

The ServiceMax product offering was an essential element to driving GE internal productivity. With this acquisition GE plans to add analytics and insights into the ServiceMax logistics, workforce optimization and deployment models. GE estimates there is a market-wide opportunity to improve service productivity by $25 billion through the use of analytical tools.

ServiceMax’s platform provides a full suite of applications, including inventory and parts logistics, scheduling and workforce optimization, and work order management.

As a result of this transaction, customers will be able to access these offerings from a modern rapid application development cloud and field-ready mobile platform that combines the strength of GE’s deep domain expertise and advanced industrial portfolio with ServiceMax’s field service expertise. The company plans to leverage the Predix platform to further the development of additional industrial applications focused on service delivery.

“This acquisition builds upon our ongoing efforts to enhance our overall technology stack around the Predix platform and advance our Industrial Internet vision,” said Bill Ruh, CEO, GE Digital. “Improved productivity is critical for the Industrial Internet and digitizing field services is a cornerstone of a successful digital industrial strategy. This transaction, along with our previous acquisitions of Wurldtech and Meridium, is directly aligned with our strategy to drive growth both inorganically and organically by building the capabilities to support the digital industrial transformation through Predix, APM and the Digital Thread.”

 

The addition of ServiceMax’s complementary capabilities and highly-talented team better positions GE Digital to develop and accelerate the commercialization of Predix applications, delivering service products through a single, robust platform. This platform will address the service needs of enterprises across the entire service delivery process and provide the critical expertise and technologies needed to accelerate GE Digital’s existing services solution roadmaps. Coupled with the recent acquisition of Meridium, GE Digital will now provide a full suite of applications centered on driving comprehensive asset management for the Industrial Internet.

In addition, this transaction brings to GE Digital an immediate vertical customer base as well as significant recognition in the market and enhances GE Digital’s ability to commercialize its field services solutions. ServiceMax will have access to new verticals and will be able to utilize GE Digital’s scale and comprehensive Predix platform to enhance and strengthen their offerings for customers.

Dave Yarnold, CEO, ServiceMax, said, “The transaction will help position ServiceMax to reach its next phase of growth by having access to GE’s broad and advanced industrial portfolio, deep domain expertise and substantial customer footprint. We look forward to benefitting from GE’s experience, capabilities and resources as we expand into new markets while continuing to deliver the best tools to help customers maximize productivity and efficiency.”

 

Acquisitions are part of the GE Digital strategy to accelerate efforts in leading the Industrial Internet. The company will provide an update on their strategy and demonstrate progress at their flagship Minds and Machines event November 15-16 in San Francisco.

The acquisition of ServiceMax is expected to close in January, subject to customary closing conditions, including receipt of applicable regulatory approvals.

Morgan Stanley acted as exclusive financial advisor to ServiceMax with Gundersen Dettmer LLP serving as legal counsel for ServiceMax. King & Spalding, LLP served as legal counsel for GE Digital.

 

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Xplore Technologies has recently launched the XSLATE R12 detachable rugged tablet PC in the UK and Europe.

Key features include advanced communications capability, and noteworthy is the ease with which it transforms from a tablet, to a notebook or desktop with a keyboard, and back.

Xplore incorporated specific customer feedback into the 12.5” rugged tablet design making it highly suitable as the primary computing device for emergency services, manufacturing, utility, insurance, and construction industry professionals alike.

The XSLATE R12's customer-requested features include antenna pass-through capabilities, an RJ-45 + Serial Port dongle and a Bluetooth-enabled keyboard that magnetically stows on the back of the tablet even when docked. It has an optically bonded 800 Nit "View Anywhere Display". It is also designed to sync with existing back office systems and software to deliver real-time data via multi-authentication access.

Steve Priestley, Xplore Director of Sales, Europe, said: "As well as the technical features, key to its practicality to user groups is the ease with which R12 transforms from a tablet, to a notebook or desktop with a keyboard, and back.”

It’s equipped with pen and touch capabilities, and backed by a Bluetooth-connected keyboard , and the standard hot-swappable battery is critical for long shifts while the large, outdoor-viewable display is protected by Corning Gorilla Glass for damage-resistant, day-and-night viewing.

R12 also features more connectivity options than others in its class, including those antenna pass-through capabilities, an RJ-45 and True Serial port dongle, and a SlateMate barcode reader and HF RFID reader combo. It will also be available with multiple internal configurations, including a 7th generation Intel Core i7 processor with Windows 10 and 6th generation Intel Core i5 with Windows 7, 8.1 or Windows 10. As part of Xplore’s commitment to its customers’ security, the XSLATE R12 enables multi-factor authentication capabilities for enterprise environments through a combination of TPM 2.0, an integrated fingerprint scanner and an optional Smart Card/CAC reader.

 

"The antenna pass-through technology will allow police, fire and ambulance services to prepare and share incident response plans from vehicles, but in the commercial sector the same technology means  organisations of all sizes can to mobilise data in real-time to improve productivity and efficiency of those responsible for assembly, maintenance, logistics, inspection, and testing across many industries, such as manufacturing and utilities,” said Steve Priestley.

The XSLATE R12 is fully supported by a complete line-up of accessories purpose-built to ensure a seamless desktop-to-tablet transition. These include a desktop docking station, Secure Mobile Dock, and Work Anywhere Kit featuring a carrying case and tablet kickstand. This latest addition to Xplore’s line of award-winning tablets coincides with the company’s industry record-setting 20th anniversary as the only OEM to exclusively design and deliver rugged tablets for as long.

 

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