Plotting a Path from Legacy Systems to 3.0

Dec 21, 2021 • Features • White Paper • OverIT • Covid-19 • Servitization and Advanced Services

In the last feature from a recent white paper we published in partnership with OverIT, we analyse the key aspects of migrating from a legacy system to a new FSM solution.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

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There are two key aspects of migrating from a legacy system to a new solution. The first is project planning for the migration itself. The second is to understand the human aspect of change- management as we seek to ensure quick adoption of the new tools from our end users.

In the concluding part of this paper, we shall take a look at each of these

PLANNING AND INTERATIVE DESIGN ARE KEY TO A SUCCESSFUL MIGRATION

As with all significant projects, it is essential to establish a strong, robust, and well-considered planning period.

This planning process should include identifying the key personnel within the planning team and outlining a project timeline. Given the mission-critical nature of field service delivery and the growing importance of service delivery to broader business strategies, wherever possible, it is worth considering making the critical appointments of those who will be most crucial to this project a full- time focus for the duration of the migration.

Moving from one system to another in any aspect of the business is challenging. In field service operations, a dedicated team focused solely on making the migration process seamless could be the difference between successful adoption and rapid evolution within your service organisation and catastrophe that could push progress back by years.

It is also important to have voices with different areas of expertise within that project team. Viewing such migration as an IT-only implementation is flawed. Leaders should view it as a business improvement initiative. Therefore, stakeholders from field service operations and IT, with their respective expertise, should be included within the core team, with relative subject matter experience to bring to the table. Experts also recommend seeking input from other relevant stakeholders, especially end-users such as field engineers and technicians.

However, perhaps the most critical voice in the process should be those who have been through this process before.

The solution provider you select to work with will have gone through this migration process with other clients and will know the pitfalls to avoid and the shortcuts to success. Throughout this entire process, they should be there to help guide you as you move from your legacy system to their next-gen solution, so lean on them for support as much as possible. It may even be that they can connect you to a trusted systems integrator that knows about taking companies from your existing system to your new system. While an additional cost, such insight and expertise can be invaluable and pay for itself within a short amount of time as you begin to see a return on your investment in these more sophisticated FSM tools.

One thing to consider is that the more traditional approach to implementation, where such projects can be active for at least six months before even taking the first actual steps to roll-out, is becoming less and less common. Increasingly, companies are adopting a more rapid approach of multiple small iterations, focusing on rapid development, issue resolution, and redevelopment as a solution moves from a minimum viable product to complete an adoption in incremental phases.

Systems integrators or solutions providers have the opportunity to utilize the knowledge of their existing environment, future environment, and transition practices. In this way, teams are not just recreating what existed previously into a new system, but they are simultaneously taking advantage of the new capabilities and new processes that the system offers.

Finally, as you begin to move through iterations and towards an actual go-live date, thinking about training and deployment becomes critical.

Training is also a crucial aspect of the change management process, which we shall look at in the concluding section of this paper.

CHANGE MANAGEMENT MUST BE FOCUSED ON PEOPLE ABOVE ALL ELSE IF IT IS TO SUCCEED

In any technology implementation, effective change management is critical. However, the stakes are even higher in this context, where the technology implementation can lead to significant new processes and even new service strategies.

Therefore, following a well-established path to managing the human aspect of change management is vital. Some key considerations include:

Understand the Task Ahead

Change is hard, and without a clear definition of your goals and the challenges you face, managing any change effectively can be at best a complicated and drawn-out process and, at worst, an abject failure.

In fact, according to change management guru John Kotter, 70% of change management efforts fail. This is mainly due to a lack of preparation, a lack of understanding of best practices, or a combination of both. However, at the heart of every successful change management exercise, one maxim holds. Change Management is always about people.

Engage Individuals in Their Heads and the Heart

For a change management program to succeed, we must acknowledge that change is about individuals, not organisations. Organisational needs and requirements will drive the change, but individuals will implement it and determine its success.

Given this notion, we must next consider how individuals will react to change. Successful change management is as much about feeling as it is about thinking. Change management is one of the fundamental principles in the Kotter Change Management philosophy and is widely accepted to be an essential step on the change management journey.

Embrace the Principles of Influence

Robert Cialdini’s six principles of influence are certainly also worth considering when planning your change management program.

The Six Principles include:

• Reciprocity

• Commitment and consistency

• Social Proof

• Liking

• Authority

• Scarcity

These key principles of influence are widely utilised in sales and marketing as they are fundamental pillars of communication that we universally understand as humans.

So as you begin engaging with your team around the changes you are introducing, a firm grounding in Cialdini’s principles can be a tremendous tool to have in your communications kit.

The Importance of the Change Agent

Building on the point above, by working with change agents, you will establish internal champions within the field workforce that can encourage widespread quick adoption amongst peers.

Gartner’s Elise Olding neatly sums up this approach stating, “Change resistance is a myth. Employees support enterprise goals when they understand what needs to be done. Change Agents put a face on change and leverage trusted informal leaders to create understanding among employees and influence organisational change.”

Breaking Down the Barriers of Resistance

The goal of a successful change management program should not be to eradicate resistance to change completely- this is an impossible task that will take too much energy.

Instead, focus on reducing the impact of resistance and overcoming it as quickly as possible to move the change management project from concept to full adoption as swiftly as possible.

The true key to successful change management is minimising the impact of resistance in your workforce- and to achieve this, we must understand the types of resistance we are likely to encounter.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content OverIT who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

The Expectations from 3.0

Dec 14, 2021 • Features • White Paper • OverIT • Covid-19 • Servitization and Advanced Services

In the second feature from a white paper we recently published in partnership with OverIT, we take a look at what tools are included in the new FSM solutions and how they have evolved from the previous iteration of FSM software that we are currently...

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Having laid out the case that we are now entering a new era of field service, one which will fully harness the technologies and tools embedded within next-generation FSM solutions, let us now take a look at what tools are included in such systems and how they have evolved from the previous iteration of FSM software that is currently in place.

DATA INTEGRATION

Field service has always been a complex beast with many moving parts. However, modern field service in some respects is more complicated than ever due to the various systems of record (SOR) that may be in place. In previous iterations of FSM solutions, all too often, field service operations remained in a silo. Today, however, the benefit and value of widely available data flow across multiple business units are becoming increasingly acknowledged.

Therefore, there must be the potential to import and export data from one system to another within any modern FSM solution. Whether feeding into a CRM for sales, an ERP for resource planning, or even into a SOR that sits across production and R&D to drive forward product improvements, easy integration across non-service focused systems is critical.

GIS CAPABILITIES / INTEGRATION

Geographic Information Systems (GIS) has become an increasingly important part of many field service organizations workflows. However, while incredibly valuable, GIS data may come from multiple data sources, potentially stored in different SORs.

In the fast-moving world of field service, particularly if we are looking at reactive emergency response scenarios, then the ability to surface data from multiple sources both in the back office and, most notably for the engineer in the field, is crucial.

Although inclusion of GIS capability within next-gen FSM solutions like Geocall is relatively new, this practice is happening more frequently and will likely become the standard. While this may not be relevant for every industry vertical, within specific sectors such as Oil and Gas or Utilities, this could be a real game- changer that we will see emerge in the FSM 3.0.

SCHEDULING OPTIMIZATION

The old mantra of getting the right engineer, with the right skills, to the right job, at the right time will never fade as being the most central tenet of field service management and indeed service delivery as a whole. Across the last decade, we have seen tremendous strides made in scheduling with various approaches such as truly dynamic optimized scheduling and Darwinian algorithm-based scheduling. Such algorithm-based scheduling is paving the way for the increasingly widespread adoption of Robotic Process Automation (RPA) and AI leveraging the support of field service processes.

However, such sophisticated solutions are not always the right choice for each company or even for each type of service a single organization may have within its portfolio. The more sophisticated solutions are fantastic, for example, in dealing with large-scale service workflows, with large teams of field service engineers. They are also exceptionally effective in scenarios where there

may be complex requirements to place the right combination of skills across multiple engineers to meet the needs of the job.

In each of the above scenarios, we could see a different use case. In the first scenario, we could view an optimized scheduling engine as an opportunity to automate much of the dispatch workload, allowing the service organization to place human resources in roles that are more aligned to revenue generation than cost reduction. In such an instance, the human dispatcher adopts the role of supervisor. For example, ensuring the automation process is handling 80% of calls within standard parameters while taking control of the 20% that require a more nuanced approach (in line with the Pareto or 80:20 rule).

In the second scenario, where such a nuanced understanding of a more complex service scenario is required, we may consider assisted scheduling rather than automation.

The flexibility to have both solutions covered within a next-gen FSM solution is essential. However, what differentiates the new breed of FSM solution to many of the older legacy solutions is that scheduling tools, whether fully automated or assisted scheduling, should now always be expected to be dynamic. A dynamic solution can react to real-time data from the field, including engineer updates, traffic information, and customer data. This is a crucial aspect of next- gen solutions and allows for the work schedule to be constantly optimized.

EFFECTIVE REPORTING TOOLS

As we discussed earlier in the paper, the importance of data flowing between your FSM and other SOR has never been more critical. Service operations are now becoming a key driver in multiple core aspects of the broader business operations, and as such, the flow of information across the business must be seamless. Directly aligned to the importance of that data flow moving beyond the traditional silos is the ability for data to be surfaced in an easy yet meaningful way.

Within the context of next-gen FSM solutions, this primarily relates to dashboards that can be customizable for various levels of management allowing them to see the data in the manner they need. Modern-day reporting should give us the tools to simultaneously cut out the background noise of data unnecessary to the job at hand while tapping into the vast data lakes that are the bi-product of modern-day service management and bringing to the fore the data insight that is of use. It is also an expectation of next-gen FSM solutions such as Geocall to utilize different algorithms to translate the data into multiple use cases.

To illustrate this, let us look at an example most field service leaders would be familiar with, capacity planning.

We may have several data sets that we utilize in our capacity planning, say operations metrics that give us mean-time-per-job and technician utilization time. Alongside this, we may have customer job schedule data by volume and location. Then we may also have historical asset data that outlines the complexity of a given task.

In a next-gen FSM solution, we can apply different scheduling models, which allows us to compare and contrast based on various priorities and parameters. In essence, it is a glimpse into the future to see what could work and what may not.

In one scenario, we could run a model based on equity distribution to apportion workload fairly across all resources. Alternatively, we may want to run the same data against a logistic optimization to try to reduce travel and reduce time and reduce cost for the business.

In either scenario, we may want to factor in contingency capacity to accommodate any emergency work that comes in to ensure we have appropriate resources available to offer our customers total service support whenever called upon.

This scenario is just a brief example of the importance of effective reporting tools for service operations. The ability for a service leader to ask, “I want to make a change, what’s the impact?” and to effectively model out the answer to that question is a cornerstone of next-gen FSM.

MOBILE CAPABILITY

As we mentioned earlier in this paper, one of the significant shifts from FSM 1.0 to FSM2.0 was the inclusion of mobile. In the current status quo there is widespread provision of mobile solutions in the iterations of FSM solutions. However, next-gen solutions greatly magnify the complexity of such elements.

It is critical here to note that the complexity should always remain under the bonnet. Ultimately, the more sophisticated the technology on offer is, the more intuitive and seamless the experience should be for the end-user.

With this in mind, the mobile app of 2021 looks very different from those we would see just a few years ago, which were often little more than glorified push notifications showcasing job updates.

A modern FSM embedded mobile app should empower the engineer to capture accurate materials or asset data. It should guide them through structured workflows based on the job at hand while pulling in data from the asset itself.

It should play a pivotal role in ensuring that health and safety standards are met every time by placing clear checklists that technicians must complete before releasing additional information to the engineer. It should allow for a seamless customer interaction process- from having direct access for the engineer to order parts required when on-site, through the automated dispatch of invoices on receipt of an e-signature.

And returning to our concept of making the point of service as seamless as possible, the very best modern systems can do so in a truly dynamic fashion.

In Geocall, for example, the screen presents a truly dynamic experience for the field engineer or technician. The mobile solution understands the type of operation being undertaken and the most appropriate associated forms to capture the required data. Hotlinks are provided to the most relevant information within the knowledge library. The potential to record a solution to a currently unlisted problem allows the service organization to improve their knowledge base continuously.

The longer technicians use this tool, the more powerful it becomes.

And perhaps the most essential element of all, when it comes to identifying modern FSM technology, is that the mobile app links seamlessly to a virtual collaboration tool

VIRTUAL COLLABORATION / AUGMENTED REALITY

In the first section of this paper, we touched on how one of the primary shifts we will see as the dust settles and the new normal of field service begins to crystallize, is the more extensive use and many forms of remote service delivery will continue.

This will take many forms. It may become a tool that technicians use for empowering self-service and self-maintenance for the customer. Workers may utilize it as the first level of support and enhanced triage tool. It may also support engineers in the field should they face an issue new to them requiring guidance from a more experienced colleague.

There are numerous papers dedicated to remote service tools available already on www.fieldservicenews.com, which are essential reading for all service companies seeking to embrace this modern approach to service delivery.

As a result, we won’t dwell on the topic too much here in terms of the benefits and considerations of adopting such a mechanism for service delivery. However, in the context of this paper, suffice to say, remote or virtual service collaboration tools are perhaps one of the most essential ingredients of FSM 3.0.

“Remote Service delivery and asset connectivity, however, are the agents of digital transformation. They do not just allow us to take the same processes and optimize them; they will enable us to rethink processes entirely and redefine service delivery...”

Embedding a remote service tool within an FSM system is currently the hallmark of next-gen systems. Some solutions have embedded remote service capability such as SPACE1 solution, whereas others will utilise 3rd party solutions and are reliant upon API based integration, increasing complexity and overhead.

Such a solution allows the service provider to have an experienced pair of eyes on-site almost instantaneously. It allows the service organization to access a site environment to either triage the information or resolve the problem remotely.

In more sophisticated tools such as SPACE1, we see the emergence of an intelligence-led knowledge management approach. Improved knowledge management means that a service organization can field the correct information at the right time to the engineer or the customer on-site via the tool. At the same time, the data automatically passes through image recognition technology, so it can automatically tag the correct information to make it more easily found at a later point if needed.

Such tools allow for rich information capture, whether images, videos or audio, while being utilized on-site, so every aspect of the maintenance or repair is catalogued correctly. Cataloging allows it to be fed back into the knowledge base to be used again in the future or even provide supporting documentation for invoicing or warranty disputes.

Additionally, we are seeing the rise in such tools in both training and on- boarding and critically reducing the time it takes to bring an engineer into the team before becoming a productive member of the workforce.

While all of the above tools are key factors in why service organizations should now upgrade or replace legacy systems, remote service tools are very much the poster boy of modern FSM solutions.

Again, the comparison to how Cloud and Mobile dramatically changed the game in FSM 2.0 holds true. Remote service, alongside IoT, are two technologies that will be the hallmark of FSM 3.0 as Cloud and Mobile where previously.

While there are therefore apparent comparisons, there is, however, a distinct difference.

The introduction of Cloud and Mobile, were perhaps the high watermarks of digitalization, allowing us to improve upon the efficiencies of traditional field service management processes.

Remote Service delivery and asset connectivity, however, are the agents of digital transformation. They do not just allow us to take the same processes and optimize them; they will enable us to rethink processes entirely and redefine service delivery in a more optimal way for the customer and the service provider.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content OverIT who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

A New Cycle of Disruption

Dec 07, 2021 • Features • White Paper • OverIT • Covid-19 • Servitization and Advanced Services

Field service has changed dramatically in the last 18 months, although we were already on a path of development from one phase of our evolution to the next as an industry.

In the first excerpt from a recent white paper we published in partnership...

Field service has changed dramatically in the last 18 months, although we were already on a path of development from one phase of our evolution to the next as an industry.

In the first excerpt from a recent white paper we published in partnership with OverIT, we start looking at what we should expect from an FSM solution suited to the post-pandemic world and how do we map an effective path from our existing legacy solutions.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

The pandemic alone didn’t distrupt how we approach service delivery, we had already planted the seeds some time ago. Undoubtedly, the pandemic accelerated our journey, but it pushed us faster down a path we were already on. It was the catalyst for change rather than the reason.

Servitization, for example, had already grown from a niche strategy to a mainstream concept discussed in service organization boardrooms around the world.

However, as we begin to see a clearer picture of the new normal, servitization is shifting from a nice to have to an essential strategic move for many companies.

Our post-pandemic world is one where we may begin to see a reversal of the drive to the globalization of the supply chain. Many manufacturers are still reeling from the disruption that was brought to their business by external factors. One solution is a more decentralized approach that, while proving more costly, would be far more robust should we face similar challenges once again.

Another external factor driving servitization is the focus on the circular economy becoming more pressing as we address climate change issues impacting us all. A focus on sustainability suddenly moves beyond nice- sounding PR. It is now an essential facet of how we, as an industry, must embrace bold thinking as we consider field service in such a context.

Servitization, for many companies, allows for shifting the responsibility of output to the service provider, leading by necessity to more intelligent design of assets that are designed to last longer and can be more easily maintained.

Similarly, with remote service delivery, we see external factors come into play that could shape its role in the future of service delivery. Remaining on the point of sustainability, for example, the ability to reduce the carbon footprint of the field workforce is hugely boosted by the adoption of remote service tools and technologies.

Yet, only a few years ago, remote service delivery was very much the domain of best-in-class leading-edge adopters. Today it is being embraced across our industry. Remote service delivery, an approach to maintenance that companies adopted mainly out of necessity during the times of lockdown, has shown us en masse that there could be another way of approaching service delivery, problem triage, and issue resolution.

These are two very brief examples of how the industry is currently going through a significant process of evolution, driven in part by factors outside of our control. However, ours is an industry that adapts well. Ours is an industry populated with problem solvers and forward thinkers, a natural result of the often linear progression from field engineer to management that many of our industry’s leaders have chosen to take.

Indeed, it was not that long ago that we went through a similarly significant shift, as service moved from cost-centre to profit centre for a majority of service organizations. Again, this shift was, at first, glance a reaction to external disruption. Many point back to the 2008 recession as a pivotal moment in that shift.

With the global economy fractured and product margins being pushed to paper-thin levels, we witnessed a focus on service both as a critical differentiator to win and retain business but also as a vital revenue generator.

This came at a time when CAPEX investment for new assets was scarce and a desire to sweat assets that much longer, was wholly reliant on strong service agreements. Yet, while the 2008 recession certainly played its part in shaping that phase of industry evolution, much like the ongoing uncertainties in both economic and other factors are doing today, that first decade of the new century showed individuals at the forefront of innovative service design focuisng on service as a profit center.

Equally, like today, that shift in thinking was inspired by and empowered by a wave of technological innovation. As much as Augmented Reality, the Internet of Things, and Artificial Intelligence are changing the way we approach service delivery moving forward now, both Cloud and Mobile Computing radically altered the idea of what was possible then.

If we think back to the systems that preceded that era, there was a basic foundational layer within those early FSM solutions that were built and expanded upon, thus creating a new generation of solutions.

Elements such as scheduling and engineer-orientated mobile applications were often best-of-breed solutions designed for one purpose that integrated into the FSM platform. Then as we began to see these elements become standard inclusions, we moved into an era of FSM2.0.

Similarly, we have now begun to see new technologies like remote assistance tools, AI-based triage, and next-generation dynamic scheduling move through maturation. These tools that were often external to the FSM solution are becoming embedded in sophisticated next-generation platforms such as Geocall from OverIT as we begin to see the emergence of FSM 3.0.

In this paper, we shall explore what we should expect from such solutions and outline some guidance on the migration from an existing legacy solution to a solution designed with the emerging challenges of the new normal in mind.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

If you are yet to subscribe you can do so for free by hitting the button and registering for our complimentary subscription tier FSN Standard on a dedicated page that provides you instant access to this white paper PLUS you will also be able to access our monthly selection of premium resources as soo as you are registered.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content OverIT who may contact you for legitimate business reasons to discuss the content of this white paper, as per the terms and conditions of your subscription agreement which you opted into in line with GDPR regulations and is an ongoing condition of subscription.

OverIT Announces the Spin-Off from the Engineering Group by Bain Capital and Neuberger Berman and Paolo Bergamo as New CEO

Sep 23, 2021 • News • Artificial intelligence • Augmented Reality • CEO • OverIT • Leadership and Strategy • EMEA

OverIT announced that, starting from October, the company will be spun off from the Engineering Group becoming an independent entity controlled by Bain Capital and Neuberger Berman.

In addition, Paolo Bergamo has been appointed as Chairman and Chief Executive Officer of OverIT. Prior to joining OverIT, Bergamo was Senior Vice President Product Management at Salesforce in San Francisco, California.

In his new role, Bergamo will lead OverIT's global team, growth strategy and vision.

Bergamo has a deep knowledge of Field Service Management, with over two decades of proven global experience in the software sector. Given his track record, Bergamo is ideally placed to lead OverIT in its next phase of growth as innovator and visionary.

"The spin-off is the result of a strategic partnership between Neuberger Berman and Bain Capital, that has the goal to accelerate OverIT's internationalisation and build the global Field Service Management software leader through increased investments" said Piero Galli from Neuberger Berman.

"When searching for a new CEO to lead OverIT growth journey and reach the ambitious goals we set, we wanted someone who deeply understood not only the industry OverIT operates in, but also the ambition of our funds and the culture of a global company. Paolo has proven leadership capabilities and a track record of scaling technology businesses; we are pleased to have him join to lead the company in the next phase of growth" said Giovanni Camera from Bain Capital.

"I'm thrilled to join OverIT at such an exciting period" said Bergamo, "When Bain Capital and Neuberger Berman proposed to me the ambitious project to bring OverIT, one of the flagships of Made in Italy technology, to the forefront internationally, I felt I couldn't miss this great opportunity. I have the ambition to make OverIT an international hub for young technology talent to grow and unleash their potential".

OverIT, backed by US capital with development headquarters in Italy and main US office in Miami, is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM, Mobile Workforce Management and AR industries. providing more than 300 international customers and 150,000 Field Service users with process knowledge, innovative functionalities and cutting-edge technologies.

Bain Capital, LP is one of the world's leading private multi-asset alternative investment firms that creates lasting impact for our investors, teams, businesses, and the communities in which we live. Since our founding in 1984, we've applied our insight and experience to organically expand into numerous asset classes including private equity, credit, public equity, venture capital, real estate and other strategic areas of focus. The firm has offices on four continents, more than 1,200 employees and approximately $140 billion in assets under management. To learn more, visit www.baincapital.com.

Neuberger Berman, founded in 1939, is a private, independent, employee-owned investment manager. The firm manages a range of strategies—including equity, fixed income, quantitative and multi-asset class, private equity, real estate, and hedge funds—on behalf of institutions, advisors, and individual investors globally. The firm manages $433 billion in client assets as of June 30, 2021. NB Renaissance supports ambitious entrepreneurs and management teams with a goal to create market leading businesses. Part of Neuberger Berman since 2015, today NB Renaissance manages €2.0 billion of commitments from a pool of high-quality Italian and international investors. NB Renaissance is currently invested in 12 companies, which include some of the excellence of the Italian corporates. NB Renaissance can count on a team of 20 private equity professionals of Neuberger Berman in Italy, supported by the broader Neuberger Berman private equity platform of 245+ professionals.

Largest Telecommunications Group in the Americas Selects OverIT's SPACE1 SaaS Solution to Support Advanced AI-Based Remote Assistance for Over 2,000 Call Center Agents

Jul 22, 2021 • News • Artificial intelligence • Augmented Reality • Digital Transformation • OverIT • Telecommunications • GLOBAL

The largest telecommunication company in the Americas has selected OverIT's SPACE1 to help transform the customer experience for their broadband and television services for their users in the Americas.

SPACE1's unique ability to combine augmented reality-powered remote assistance with guided digital instructions delivered improved interactions between agents and customers, resulting in the telco group choosing SPACE1 during testing to replace their existing remote assistance platform.

This Telco giant was looking for a solution that could support the following:

Real-time customer engagement from SMS or WhatsApp for session control and collaboration
Digital work instructions for agents
Intelligent indexing and re-purposing of interactions for training and knowledge management

Agents being able to interact easier with end-customers by having preliminary virtual calls to triage results in reduced field technician visits to customer homes by 50% and improved first-time fix rates by 70%. Using Artificial Intelligence, agents from 7 different call centers are equipped with more efficient tools in real-time. They can interact, capture, and record their experiences with the end-customer, which are then processed by and shared within the entire organization.

One of the Telco group's essential requirements was the ability for SPACE1 to integrate seamlessly into their current tools. SPACE1's proven track record with integration has presented them with the right choice for their business compared to other AR providers.

"The selection of OverIT's SaaS offering by the largest Telecommunications group in the Americas marks a new milestone for OverIT's SPACE1 supporting B2C business models. OverIT's industrial-grade AI-based remote collaboration and knowledge management platform is unparalleled in the industry and the only capable of offering complex virtual collaboration scenarios. This contract definitely strengthens the explosive growth of the subsidiary in North America", said Alejandro Nestares, SVP and GM OverIT Americas.

Backed by US capital with development headquarters in Italy and main US offices in Boston and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries. 

H-ON Consulting Integrates OverIT's SPACE1 Into Its Remote Inspection Tool DIV-CO Collaboration System

Jul 20, 2021 • News • Artificial intelligence • Augmented Reality • Digital Transformation • OverIT • EMEA

Leading global provider of consulting, compliance checks and engineering support for the security, reliability and cyber security of industrial products, H-ON Consulting relies on OverIT's SPACE1 to provide users with an advanced, immersive and...

The company's remote collaboration system called DIV-CO Collaboration System, for the technical management at customers' facilities, required integration with a component to be dedicated to certification processes and product compliance inspections of industrial manufacturing end customers remotely, with significant benefits for more agile and efficient procedures.

H-ON Consulting choose OverIT's SPACE1 Augmented Collaboration, a high-tech product combing Augmented Reality and Artificial Intelligence. SPACE1 offers advanced collaboration features for connecting H-ON Consulting's expert technicians with their clients, conducting inspections, tests, certification processes and compliance checks on industrial machinery entirely from remote, relying on real-time sharing of audio/video streaming, product checklists, 3D models, multimedia files and AR notes.

The integration of SPACE1, has resulted into major benefits for H-ON Consulting, such as a 20% increase in the efficiency of its operational staff, improved safety in the execution of product certification operations and significant time and cost savings, thanks to a 30% reduction in travel and the consequent downtime for the execution of large projects.

"In choosing OverIT, we were certain that the solutions provided would exceed our expectations," says Francesco Rosati, Marketing Director at H-ON Consulting. "In addition to the most apparent advantages, such as those related to cost and time reduction, the integration of SPACE1 has allowed us to access advanced post-intervention reporting features and to improve the organization of works both internally and for our customers, enabling us to collaborate remotely even in noisy environments with poor connectivity."

H-ON Consulting is an international provider of consulting and engineering services for the safety and reliability of industrial products. They provide engineering consulting for product safety and technical support for product certification.

Backed by US Capital with development Headquarters in Italy and main US offices in Chicago and Miami, OverIT is a multinational company with more than 20 years of international and cross-industry experience in Field Service Management. With more than 500 professionals, OverIT supports over 300 customers and more than 150,000 Field Service Users. The firm is recognized by premier global advisory and consulting organizations as a leading vendor in FSM and AR industries.

Augmented Reality in Field Service

Oct 05, 2020 • News • Augmented Reality • Virtual Reality • Digital Transformation • OverIT • Managing the Mobile Workforce

The power of technology-enhanced remote assistance has become a mainstream concept in 2020 as we adapted to the needs of zero-touch service delivery during lockdown, yet the benefits of such tools go way beyond the confines of the pandemic. However, for those of us only just getting up to speed on this technology OverIT's Alberto Battistutti is outlines the core distinctions of some of the technologies at play...

Augmented Reality (AR) can be seen as an extension of the user’s environment, which gets enriched in real time with superimposed digital models and information, such as texts, graphics and multimedia. The aim of this technology is to “augment” or, in other words, to improve the physical world with contextual, significant and relevant information.

The antithesis of AR is Virtual Reality (VR), a technology radically changing the users’ perception of the world as it immerses them into an artificial, unreal and computer-generated environment. Elements are then separated from the actual world and replicated into a virtual one, in which users rely on their five senses to interact with objects and places.

Merged Reality (MR) can be positioned in the middle, as it integrates digital models into the physical world, enabling users to interact with them while remaining aware of the real environment around them.

The main differences are about the devices used and, therefore, the functions provided and the sector where such functions can be employed.

The rapid deployment of supporting technology and the fall in prices of wearable devices (as already happened to handheld ones) will increase the spread of AR, MR and VR solutions, now expected to be a “can’t-live-without tech” for every company.

BENEFITS AND APPLICABILITY OF THE THREE TECHNOLOGIES

AR, MR and VR apply to a wide range of business opportunities, way beyond the initial expectations of the general public, which were limited to the entertainment and video game industry. Indeed, they have marked a turning point in many different business processes, from sales and marketing activities to Field Service and remote support, from training & learning to the manufacturing sector.

AR, MR and VR have proven to bring value to the business of those companies adopting them, both in terms of reduced time for work execution, thanks to faster maintenance procedures, improved staff productivity and efficiency, as well as of increased workforce safety, thanks to hands-free activity, remote training and collaboration.

Products based on such technologies are key factors for all companies, regardless of the sector they are operating in, their size and business turnover. Utility and Industrial Manufacturing sectors are currently leading the way in this digitalization process, due to the intrinsic nature of the activities their operators are always exposed to. AR, MR and VR are able to “extend” the resources’ capabilities. supporting them through guided procedures while carrying out maintenance activities on production lines, arming them with pertinent information on plant assets and, last but not least, connecting them with other colleagues to receive or give real-time assistance. The continuous transfer of corporate knowledge is therefore now a reality.

TYPICAL USE OF AR, MR AND VR IN BUSINESS

Very common cases where such technologies have a staggering potential are: remote execution of maintenance activities, virtual collaboration, training and product presentation.

On-field resources often face unknown assets, thus asking the company to send an expert on site. It goes without saying that such procedure is costly and time-consuming; in short, inefficient. Likewise, maintenance and repairing interventions nowadays represent the most critical processes for companies. Augmented Reality can bridge the skills gap and reduce errors made by technicians, thus ensuring a rapid and efficient sharing of know-how as well as increasing the percentage of first-time fixes and giving more accurate diagnoses. By harnessing the power of a shared, Artificial Intelligence-driven knowledge base, the application automatically suggests all possible solutions generated from learning the procedures of previous interventions.

The information provided can be integrated with the Geographic Information System data, thus allowing users to view networks, assets and technical data, as to assess in advance the impact caused by the creation of plants and networks, while cutting down the time required to identify assets over the territory.

"Expert maintenance technicians are extremely rare to find and are usually forced to move across the world to respond to growing requests for intervention..."

Moreover, the assets’ digital twins can be manipulated in real time and enriched with further details, by anchoring notes shared by those remote users with the skills necessary to support the execution of field activities. Such functions extend competences and allow to complete maintenance and assistance interventions rapidly and efficiently.

The technology breakthrough reflects into increasingly sophisticated machines, requiring maintenance interventions performed by resources with a higher degree of specialization. Expert maintenance technicians are extremely rare to find and are usually forced to move across the world to respond to growing requests for intervention, thus extending machine downtime and increasing expenses for companies. In this regard, remote training on new procedures or complex activities is becoming more and more important. Implementing these functionalities proves to be game-changing for situations which are difficult or too expensive to recreate in reality.

It is worth noting how the current global emergency situation and the resulting restrictions have boomed sectors concerning remote collaboration and product presentation. These two particular uses of technology allow to minimize travels of personnel, both in case of operational and commercial activities, thus taking digital information wherever the business requires it, in total safety, and with even higher results than those achievable with traditional methods.

Key Questions: Can Augmented Reality Combat the Ageing Workforce Crisis?

Aug 17, 2020 • Features • Augmented Reality • Remote Assistance • OverIT • Managing the Mobile Workforce • Space1 • Field Service News Digital Symposium

In the final excerpt from this exclusive Field Service News Digital Symposium Presentation we look at how SPACE1's clever use of Artificial Intellignece could rapidly spped up the time it takes to get field service technicians out of the classroom...

Would You Like to Know More? www.fieldservicenews.com subscribers can access the full presentation by clicking the button below. If you are yet to subscribe the button below will take you to our subscription page, where you can see the range of subscription options available.

Sponsored by:

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content, OverIT, who may contact you for legitimate business reasons to discuss the content of this presentation.

One of the things that really stood out of the recent Field Service News Digital Symposium Presentation from Space1 was towards the end of the presentation when Francesco Benvenuto, who was displaying the solution outlined a function that really showcased the power of Artificial Intelligence

During the live presentation Benvenuto outlined how the embedded Artificial Intelligence, was able to pick out and build a transcription of a video.

However, what was a massive additional benefit demonstrated was SPACE1’s ability to also translate that transcription into a different language.

"With Space1, we provide the automatic digitilisation of content that has been captured and enhanced by the artificial intelligence algorithm..."

-Francescon Benvenuto, OverIT

This allows for training documentation to be captured in real time and in-situ and then almost instantly that training material can be available in different regions globally. For any global enterprise working across different international markets, this has the potential to be a huge plus.

“With Space1, we provide the automatic digitilisation of content that has been captured and enhanced by the artificial intelligence algorithm. As we have many clients who are working globally, the idea is to allow them to acquire data from the technician in a specific language to translate it automatically and to create a new content out of the dialogues, video recordings or any data that we capture. Using AI we can translate automatically and from there create a new digital work instructions, started from the content translated.”

This is perhaps one of the key areas of benefit for tools such as SPACE1 – it allows field service organisations to get their new technicians out of the training room and into the field where they can bring value to the business a lot quicker.

With almost every company in our sector, all around the globe facing their own challenges around an aging workforce, plus the additional challenges of recovering a lot of lost capacity as a result of the lockdowns it is imperative that we reduce the time it takes to get engineers out into the fild – is SPACE1 allowing companies to achieve this?

“We are seeing for many customers that leveraging augmented reality/mixed reality/virtual reality but also the knowledge management they can use just such data to train people in a much faster way so they no longer need to travel to visit other countries to meet new employees to train them in person today, thanks to the collaboration tools. We can do everything remotely. And most of all, we can leverage the technology to share data that were part of previous session. The time spent to train new resources really can be reduced drastically.

Key Questions: Do We Need Extra Hardware for Augmented Reality in Field Service?

Aug 10, 2020 • Features • Augmented Reality • Remote Assistance • Digital Transformation • Smart Glasses • OverIT • Space1 • Field Service News Digital Symposium • realware

One of the things that has often been suggested as a potential barrier to the adoption of augmented reality in field service has been the reliance on additional hardware. Indeed, during a recent presentation on the Field Service News Digital Symposium demonstrating OverIT's Space1 Augmented Reality solution for field service workers, a slick video showed the potential use of the tool, with transportation workers using a real ware head-mounted computer...

Would You Like to Know More? www.fieldservicenews.com subscribers can access the full presentation by clicking the button below. If you are yet to subscribe the button below will take you to our subscription page, where you can see the range of subscription options available.

Sponsored by:

While the technology is a fantastic device, it is, as are all such devices an additional expense. Of course, the ability of an engineer to work hands-free is hugely valuable. But at a time when we are looking at an ongoing and unprecedented global economic downturn, many field service organizations may be looking at such additional costs as a barrier to adoption. This may even be the case even though such solutions could become essential in a world where remote assistance is becoming increasingly important.

So is that a requirement for the Space1 solution to be utilized in the field? Does it require a head-mounted computer or smart glasses? Does the solution have to run on a real ware device, or is it device agnostic?

"We typically support any hardware that it's available on the market, and most of all, we support our customers in finding the device that will work best for them..."

- Francesco Benvenuto, OverIT

"In space one, we are agnostic in terms of hardware," explained Francesco Benvunto of OverIT during the Q&A section of the presentation.

"We typically support any hardware that it's available on the market, and most of all, we support our customers in finding the device that will work best for them. This ranges from tablets and mobile phones to devices like the real wear head-mounted device and even more immersive tools such as Hololens. We are totally agnostic.

Of course, another big question around hands-free devices is just how easily they can respond to voice commands. In the demonstration provided by Space1, for example, the worker was in a busy rail depot where one would imagine there could be a significant amount of background noise.

In such environments, noise cancellation and the ability for the device to read and respond to aural commands effectively is crucial to whether it is fit-for-purpose. One question field service organizations must consider when exploring such solutions is the effectiveness of the solutions ability to operate in such environments - and is that a hardware or software consideration?

"It's both on the hardware and the on the software," explained Benvenuto.

"We have optimized our solution to work in the best possible way with various hardware. We have so many customers all over the world that are; you know that have those requirements in that they want to allow a technician to work in places where there's a lot of noise. So noise cancellation that is a vital part of the solution.

"Everyone can calibrate the solution for working in such environments. We are also readily available to allow customers to try the solution and to demonstrate the capabilities."

ARCHIVE FOR THE ‘overit’ CATEGORY

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

PLANNING AND INTERATIVE DESIGN ARE KEY TO A SUCCESSFUL MIGRATION

CHANGE MANAGEMENT MUST BE FOCUSED ON PEOPLE ABOVE ALL ELSE IF IT IS TO SUCCEED

Understand the Task Ahead

Engage Individuals in Their Heads and the Heart

Embrace the Principles of Influence

The Importance of the Change Agent

Breaking Down the Barriers of Resistance

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

DATA INTEGRATION

GIS CAPABILITIES / INTEGRATION

SCHEDULING OPTIMIZATION

EFFECTIVE REPORTING TOOLS

MOBILE CAPABILITY

VIRTUAL COLLABORATION / AUGMENTED REALITY

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT.

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

This feature is just one short excerpt from a recent white paper we published in partnership with OverIT..

www.fieldservicenews.com subscribers can read the full white paper now by hitting the button below.

Further Reading:

Further Reading:

Further Reading:

BENEFITS AND APPLICABILITY OF THE THREE TECHNOLOGIES

TYPICAL USE OF AR, MR AND VR IN BUSINESS

"Expert maintenance technicians are extremely rare to find and are usually forced to move across the world to respond to growing requests for intervention..."

Further Reading:

Would You Like to Know More? www.fieldservicenews.com subscribers can access the full presentation by clicking the button below. If you are yet to subscribe the button below will take you to our subscription page, where you can see the range of subscription options available.

Further Reading:

Would You Like to Know More? www.fieldservicenews.com subscribers can access the full presentation by clicking the button below. If you are yet to subscribe the button below will take you to our subscription page, where you can see the range of subscription options available.

Further Reading:

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