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The Apprentice winner 2015, Joseph Valente, adopts BigChange field service technology to springboard growth at his Impra-Gas plumbing business.

The winner of the BBC’s The Apprentice 2015 competition, Joseph Valente,  has selected BigChange's JobWatch platform to accelerate the growth of Impra-Gas, the plumbing business he owns 50:50 with Lord Sugar.

Impra-Gas is on a mission to revolutionise the plumbing industry, using the latest technology to offer people a faster, higher quality service.  The company looked at a number of software companies and after a rigorous tender process chose BigChange’s all-in-one Mobile Workforce Management system.

The team at Impra-Gas are totally focused on scaling the business, whilst delivering industry leading levels of service and convenience for customers. The paperless app-based JobWatch system allows Joseph’s management team to manage the entire operation from quotation all the way through to invoice, with integrated planning, management, job scheduling and real-time vehicle and resource tracking. The system also ensures consistent service quality and compliance with an app that guides plumbers through critical checks and procedures.

JobWatch is also enabling Impra-Gas to offer a seamless and convenient service experience for customers, with real-time booking on the company’s website as well as on a mobile app. Customers receive live updates that confirm the estimated time of arrival and on completion of work can make mobile payments. Automated electronic job cards and gas safety certificates ensure essential safety documents are safety stored and recorded.

BigChange founder and CEO Martin Port added, “BigChange exists to help ambitious businesses like Impra-Gas scale quickly, giving them everything they need to run a dynamic, profitable and customer focused operation. We’re really excited to have Joseph on board as a customer. His team will be receiving the same 5-star service and support that is there for every one of our customers.”

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Have reduced road accidents by 14% following its initial deployment of CTrack vehicle tracking to 750 vans, Anglian Water is now rolling it out to a further 500 vehicles.

Since 750 vans were fitted with Ctrack vehicle tracking solution a year ago, UK water company Anglian Water has seen the number of road accidents across its commercial fleet operation fall by 14 per cent, fuel efficiency improve by 10 per cent and carbon emissions drop by 4 per cent.

The latest agreement, takes the total number of Anglian Water vehicles tracked by the CTrack Online system to 1,750. Ctrack was originally appointed in 2014 to implement a web-based tracking solution across Anglian Water’s treatments, waterworks and waste water operations. This included the adoption of the Driver Behaviour Indicator (DBI), an in-vehicle device that alerts drivers to any infringements when on the road by displaying a series of traffic-light coloured warning lights.

Anglian Water uses Ctrack Online’s reporting tool to capture management information regarding driver performance and driving exceptions. This has enabled the company to identify areas of improvement and maximise its driver training initiative, resulting in an almost fifty per cent reduction in the number driver exceptions – such as speeding and harsh acceleration, braking and cornering – from 25 miles per event to 49 miles per event.

As part of the driver behaviour programme, Anglian Water also operates a zero tolerance to speeding, so a bespoke speed band reporting tool has been created to enable the company to monitor where any issues are occurring.

 Ctrack will continue providing a consultative service to support the ongoing success of the vehicle tracking solution. A dedicated professional services team analyses all available data to provide guidance on how best to drive operational improvements and help realise maximum value. This has included monitoring vehicle usage to identify any areas of underutilisation, so Anglian Water can take steps to right size its operation or implement fleet rotation, which will he reduce costs and improve residual value.

 Stewart Lightbody, Head of Fleet Services at Anglian Water commented: “We have worked closely with Ctrack to develop an effective tracking solution that supports our commitment to Duty of Care. The safety of our staff, other road users and pedestrians in the areas we operate is our biggest priority, so we are delighted to see such positive changes to driver behaviour. Moving forward we are targeting a 25 per cent reduction in accidents as well further improvements in fuel efficiency.”

 John Wisdom, Managing Director of Ctrack said: “We are using our expertise within the utilities marketplace to develop a highly effective partnership with Anglian Water. By understanding their business and operational priorities, we have been able to use our industry-leading tracking solution to help achieve significant improvements in terms of fleet safety, efficiency and utilisation.”

 

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Kirona enable Riverside Housing Association to improve customer service.

One of the UK's leading registered social housing providers, Riverside Housing Association, has implemented Kirona's  Job Manager and Xmbrace DRS software to manage the work of responsive repairs teams across the north of England enabling the Customer Service Centre to deliver improved customer service.

Riverside provides affordable housing and support to people of all ages and circumstances. Michael McGowan, Projects Manager at Riverside explains: “Customer service excellence is key for Riverside, and as an organisation we continually measure how we are performing and address what improvements we can make. Customer feedback from our Star Surveys highlighted to us that improvements were needed regarding how repairs were reported, scheduled and managed. Riverside prides itself in transforming lives by providing well maintained, good quality affordable housing, so ensuring the repairs and maintenance of our properties is optimised is another key area for us.”

McGowan continues, “We have successfully rolled out Kirona’s dynamic scheduling software Xmbrace DRS and the mobile worker application Job Manager to approximately 70% of our housing stock. The software is used by our Customer Service Centres and to our contracting repairs partners across Merseyside, Manchester, Yorkshire, Humberside and Cumbria. We have seen an immediate positive effect since using it, with reductions in the time it takes to process a repairs request from a customer, with the customer no longer having to contact us multiple times to get their request scheduled, and the Customer Service team are delighted too as they are able to book and change appointments with clear real-time visibility of availability and jobs can be booked in the same area on the same day, reducing travel time.”

Ryan King, Mersey North Planning Team Leader commented “I find that DRS is very effective when it comes to the daily planning as it’s a clear system which offers benefits such as being able to batch the areas by post code per operative, it is also a helpful tool as we can use it as a database for repair information i.e. special instructions which reach the operative’s PDA device such as avoiding school run times.”

Neil Harvey, Kirona CTO, added “Riverside approached Kirona with a vision of how they wanted their services to improve, and we worked with their teams in an open and transparent way to deliver their workforce management solution to enable them to improve their customer service.”

 

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Enterprise software company Pegasystems Inc. has unveiled Pega Field Service, a new CRM application that allows organisations to extend customer service capabilities to their field technicians and agents, improving customer service while reducing operational costs.

The out-of-the-box functionally enables field service organisations to unify data and processes across the front and back office for a 360-degree view of the customer. With predictive analytics and guided interactions, customer service reps will always know the next best action to take in real time based on a complete assessment of each situation.

A centralised management control panel monitors activity from customer service reps on the phone through scheduling and dispatching technicians in the field. The fully integrated mobile app allows field workers to efficiently complete their job with features such as digital signature capture to confirm completed work in real time and barcode scanning to ensure the right equipment is matched to the right part every time.

Pega Field Service is built on the Pega 7 platform, which incorporates improved mobile functionality including more responsive touch interactions. There is also support for larger data sets in offline mode which allows users to access data such as entire parts catalogues or full customer lists on the go.

The software can be customized to meet the requirements of specific verticals such as home inspections and appraisals, broadband installations for telecoms engineers and emergency services and equipment repair and maintenance.

“With the introduction of Pega Field Service, Pegasystems is building on a decade of experience creating field service apps for many of the world’s leading service providers,” said Kerim Akgonul, Senior Vice President of Products. “Now with Pega Field Service, we can provide a turnkey way for organisations to transform their field service operations and improve the customer experience while at the same time reducing operating costs.”

 

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UPDATE: LEADING UK SERVICE MANAGEMENT SOFTWARE PROVIDER TESSERACT JOIN LIST OF PROVIDERS TAKING PART IN THIS YEAR'S SUMMIT...

UK based software company Tesseract have become the latest specialist provider to join the select panel of session sponsors adding a further layer of insight into what promises to be an interesting two day session bringing together a mix of practitioners, solution providers and academia to discuss the key challenges in delivering service within an aftermarket environment.

Tesseract, pioneers respected within their field for delivering both the worlds first windows based field service management software as well as the worlds first browser based field service management software are joined by a well rounded group of solution providers including Kuehne & Nagel who will be providing insight on service logistics, Syncron who offer parts and inventory management solutions, and TrackUnit who offer telematics solutions.

 

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The 2nd World Chief Service Officer Summit takes place in London, UK, on March 14th and 15th, with a focus on Manufacturing Aftermarket. Field Service News is pleased to be a media partner for the event.

The manufacturing sector is changing rapidly.  As sales reach saturation point and competition increases pressure on prices, manufacturers are seeking other revenue streams.  Revenue from aftermarket sales will become increasingly important and customer service will have a higher profile. That presents both great challenges and great opportunities.

If you are in manufacturing, repair and operations, this is the summit for you. Come and hear about the latest developments in spare parts supply, 3D printing, CRM, leasing and service support  for products such as autos, heavy equipment, medical device, yachting, aircraft and consumer electronics.

Over two days, in four themed sessions, delegates at the summit will hear from over 20 speakers, learn what the key trends are in service development, hear what competitors are doing and how to deliver service in a customer-driven environment.

Sessions include:[unordered_list style="bullet"]

•   The Global Market Outlook and Internet+ Market
•   Supply Chain Management & Innovative Service Design
•   Technology Innovation and Profitability
•   Field Service & Mobile Workforce Management

Among the confirmed speakers are: Peter Rudzio, CLAAS Service and Parts; Wim Vercauteren, Manitou Group Alvaro Lizarraga, SANY Europe; Waldir Gomes Goncalves, Embraer Executive Jets; Robbert Kerber, LuiGong Machinery Europe; Per Stjernqvist, Volvo Construction Equipment Denmark; Alexandre Marrot , Xerox;  and Professor Tim Baines, Director of the Aston Centre for Servitization Research and Practice.

For more details and to register to attend click here:

 

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Service scheduling specialist FieldAware is teaming up with communications company Mitel to offer integrated real-time solutions for field service organisations.

FieldAware’s web-based back office functions are built on a flexible, cloud-based architecture with unlimited configurable fields that can accommodate virtually any business process.  Mitel's  Accelerator initiative has been developed especially for the field service industry. It embeds Mitel's real-time, enterprise-class communications and contact centre capabilities into Field Aware's mobile field service-scheduling software. The integration of location-based technology, CRM tools and real-time communications turn multiple service calls into one,  enhancing the customer experience, creating operational efficiencies and providing valuable business intelligence.

“Mitel’s real-time communications technology combined with our field service automation solutions bring service businesses an entirely new way to easily communicate across the organisation and with customers, creating a richer customer experience,” said Charles Jackson, CEO of FieldAware.

“FieldAware has revolutionised how service companies leverage their workforce to better serve customers,” said Joshua Haslett, Vice President and General Manager, Mitel Embedded Communications. “Together, we’re now able to enhance the customer experience through real-time communications, enabling the workflow from the customer service personnel to the field technician delivering first-call resolution which improves overall service.”

By adding the new real-time functionality to the FieldAware solution, customers can:

Manage Work Orders End-to-End: With the estimated-time-of-arrival (ETA) feature, throughout the entire process—from service request to job completion—real-time communications and location technologies are automated to inform the customer of service trigger events (enroute to job, delays, at site, etc.). Service workers simply use their mobile device and tap to connect with staff in the back office to inform them of decisions and speed service delivery. Communications are also automatically entered in contact centre and CRM systems.

Respond Better to Urgent Customer Requests: When an urgent service request is received, the intelligent dispatch capability leverages real-time communications, combined with presence and location functionality, to enable the service business to locate the right service worker, respond to the request quickly and ultimately resolve the issue faster. Communications between the back office, the service worker and the customer provide real-time status updates and all communications automatically become part of the customer record.

Upsell During Service Calls: The find-an-expert feature leverages real-time communications, including voice, messaging and video-calling with presence to enable service workers to communicate with remote sales agents or connect with experts. A sales agent can help the customer make informed purchase decisions on the spot while the expert ensures problems get resolved during the first visit. All communications are documented and captured in the customer’s service record.

The new functionality will be available in the FieldAware solution in Q2 2016.

 

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Cognito iQ, a leading provider of cloud-based management solutions for the mobile workforce, has been selected by Argos to power the delivery intelligence for its Fast Track service, the first same day UK wide delivery service from a high street retailer. The Cognito iQ platform gives Argos the agility, flexibility and traceability to fulfil the same day service, which offers nationwide same-day home delivery, seven days a week, 364 days a year for a flat rate of £3.95.

Upon collection of delivery manifests, the Cognito iQ Mobile platform guides the drivers via their handsets enabling both customer home deliveries and delivery to other stores. With GPS integration, Argos drivers are guided through their delivery route, obtain electronic proof of delivery and receive real-time updates via messaging to inform them of any last minute changes.

From a customer perspective the service is fast, with four delivery windows throughout the day, and seamless with SMS updates informing them of accurate delivery times and any delays.

 

The information flow is real-time via the cloud and visible to Argos Call Centre via the Cognito iQ portal. With up to the minute information on deliveries, agents can provide customers with accurate information on where their parcels are, if they’ve been delivered, where the parcels have been left and who signed for them.

Andy Brown, Central Operations Director at Argos, said: “We are the only retailer able to offer same-day delivery nationwide and we’ve been delighted with the fantastic reception customers have given our new Fast Track services. Our selection of Cognito iQ to make Fast Track happen is a validation of the power of its platform and the faith we have in it to enable such a complex, mission critical service for our business.”

Cognito iQs cloud-based platform works across any mobile device and offers the flexibility Argos requires to  evolve and rapidly scale the service when required. It is currently used by 650 delivery drivers and offers the potential to increase this number significantly to support busier periods.

 

“Fulfilment is the next big retail battleground, but it’s incredibly difficult to bring to life new delivery services for multi-channel businesses with such a broad product range as Argos,” comments Laurent Othacéhé, CEO of Cognito iQ. “We’re delighted that Argos is taking full advantage of our unrivalled technology expertise, understanding of the market and consumer needs, and ability to deliver. We look forward to continue helping Argos unleash

 

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Work-at-height and scaffolding solutions company Turner Access is improving operational management and increasing productivity of its mobile workforce with IFS Applications 9 ERP software. 

Turner Access is a  division of family-owned, Turner & Co (Glasgow) Ltd and was founded over 30 years ago. It  designs, manufactures and supplies access equipment for safe working at height. In response to the current skills shortage facing the UK construction sector, the industry is under constant pressure to ensure employees are as efficient with their time as possible.

As part of this drive for efficiency, Turner Access was looking to refresh its legacy IT infrastructure, which was running a number of disparate systems working together inefficiently. As a result, staff have been spending unnecessary time inputting data into multiple systems and were struggling to access important documents on the move.

In addition, the company wanted to grow net margin and improve factory productivity through increased visibility of employee performance by centralising systems and providing an easy-to-view summary of key business data via the IFS Lobby, a key feature of IFS Applications 9.

Turner Access is also looking to increase turnover through tighter internal control and better cost visibility leading to increased competitiveness. Through the standardisation of processes users will be expected to save time and be more efficient and productive through communication improvements and better visibility of real time information and analysis.

Ian Wilson, Managing Director, said, “The needs of Turner Access are specific to manufacturing, sales, rental, training and contracting across multiple industry sectors and International territories and IFS demonstrated its specialism in this area with IFS Applications 9. The system will ensure we can improve efficiency across the board and we also have the option in the future to scale the solution across a number of specialist areas in both hemispheres.”

Paul Massey, Managing Director of IFS Europe West, said, “It’s always great to see manufacturing and contracting companies taking technology seriously, especially in the current climate where we are facing a serious skills shortage - technology can help. Introducing IFS Applications 9 will ensure that Turner Access stays one step ahead of its competitors and is in an excellent position to improve efficiency throughout its business over the coming years.”

 

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Service management software specialist ServiceMax has launched  Connected Field Service,  a complete Internet of Things (IoT) solution for the field service industry. Connected Field Service (CFS) is said to be the first product to seamlessly integrate IoT machine data with a field service delivery system, providing service professionals and technicians with real-time proactive information about field assets, delivered via the cloud to their mobile devices.

As manufacturers and service providers continue to emphasize the need for proactivity in field service, the solution will be the essential framework for delivering more intelligent and agile service, transforming how technicians operate in the field while improving the quality of service they’re able to provide.

Connected Field Service leverages the PTC ThingWorx IoT platform, enables smart machines to initiate service requests, introduces new tools for remote service, and displays real-time machine data to service professionals and, when combined with additional PTC Service Lifecycle Management solutions, provides technicians with connected diagnostics and contextual repair procedures via mobile devices.

As part of the offering, ServiceMax is also announcing the availability of ProductIQ, a new feature in the ServiceMax Mobile suite for iPad and Laptops.  This provides users with a simple and clear mobile window into smart device details and records in-field activities. By transforming service delivery with real-time machine data and intelligent service tools, manufacturers can better guarantee asset performance and uptime, allowing them to sell services, and not products, in-line with the outcome-based model.

“We wanted to leverage the power of IoT to strengthen our platform for delivering flawless field service to our customers,” said Dave Yarnold, CEO of ServiceMax, “Connected Field Service lets you know immediately when something has failed or is about to fail, and automatically dispatches the necessary technician with the right knowledge and the right parts to repair the machine and eliminate unplanned downtime. The real-time window gives our customers the opportunity to drive higher customer satisfaction, opens up new opportunities for outcome-based service offerings, and ultimately drives profitable service.”

“Together, PTC and ServiceMax are enabling manufacturers and service organizations to create new value for their customers through enhanced service offerings and the sale of outcomes,” said Jim Heppelmann, President and CEO of PTC. “Connected Field Service leverages our complementary technology offerings and a shared vision for the transformation of service made possible by the Internet of Things, bringing an array of new capabilities to technicians in the field and powering increased efficiency and profitability at multiple stages of the service lifecycle.”

Connected Field Service recognizes that the trajectory of the field service industry needs to match that of the manufacturing industry. As manufacturers are more inclined to sell outcomes not products, the technicians delivering these outcomes need to move from a reactive servicing to a proactive and predictive model. The CFS solution offers service professionals and technicians predictive insights into the products they are servicing, underscoring ServiceMax’s ongoing commitment to deliver the most advanced capabilities to its customers.

“In our line of work, asset uptime is crucial. The ability to create real time reports straight from the machine and deliver to our technicians is very powerful,” said Daniel Kingham, Program Director at medical equipment company Elekta. “This feature alone will differentiate us from our competitors, delivering proactive and highly productive service to our customers around the globe. Ultimately, Connected Field Service allows us to transform our business and create loyal customers.”

"With so much new technology available in IoT point solutions, one of the main challenges our members are seeing is how to make sense of it all and put it to use," said John Ragsdale, VP of Technology Research, Technology Services Industry Association (TSIA). "The Connected Field Service solution from ServiceMax and PTC is the first solution we have seen that addresses this problem head-on. They have delivered the first pre-integrated suite that can provide a seamless view of real-time machine data, right in the context of where it is needed most -- the delivery of service in the field."

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