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As the organisers of the Field Service Solutions Theatre at this year’s Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In this video series we are pleased to bring you the highlights from the Field Service Solutions Theatre.

Here we hear from Rob Burgess, European Service Manager at TCSJOHNHUXLEY discussing the process he went through when choosing a software provider, and how he has been able to improve the efficiency of his field service operation since implementing mplsystems field service solution.

Download the slides from Rob's presentation by clicking this link

As the organisers of the Field Service Solutions Theatre at this year's Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In this video series we are pleased to bring you the highlights from the Field Service Solutions Theatre.

Here we hear from Tabitha Tayler-Higginson, Trimble Field Service Management who took part in the Future of Field Service Panel Discussion and here she gives us a little more insight into Trimble FSM's latest product Work Management.

As the organisers of the Field Service Solutions Theatre at this year's Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In this video series we are pleased to bring you the highlights from the Field Service Solutions Theatre.

Here we hear from Tim Jones, Service Manager, Northern Europe, Waters Corporation

In an on stage interview Jones spoke about how he had taken the decision to move the dispatch of his field service engineers to a local dispatch, giving responsibility to senior field engineers. The move whilst unorthodox has empowered his engineers making their work more manageable and thus improving productivity.

 

Running on the 17th, 18th & 19th of June this year The Service Management Expo (SME) is Europe’s largest exhibition catering for the field service industry and with a thirty year history has been a long established central event for field service professionals both in the UK and beyond.

This year the event moves to a new home in London’s ExCel centre and as part of UBM’s wider Protection and Management (P&M) Series benefits from sitting alongside sister events Facilities Show, Safety and Health Expo, FIREX international and Energy & Environment Expo. Having been integrated into the P&M series last year, attendees of Service Management Expo were able to take advantage of the wider range of companies exhibiting across the series as a whole.

However, Service Management Expo also firmly remains an important event in its own right. As the largest exhibition dedicated to the field service industry in Europe, Service Management Expo offers service professionals a unique opportunity to meet with a number of providers of field service software, specialised rugged hardware, fleet management technologies and more.

Service Management Expo also offers an excellent programme of free industry education in the Field Service Solutions Theatre, which this year is hosted by Field Service News editor, Kris Oldland.

The programme of this year’s Field Service Solutions Theatre, which is sponsored by Cognito, is available here and contains some fantastic sessions and speakers.

A few of the key sessions at this years Service Management Expo not to be missed include:

Day One: 12pm Transforming Service Delivery: Insights from the Report

Join Trimble Field Service Management for an in-depth look at some of the key trends and issues highlighted in our recent publication, ‘Transforming Service Delivery: An Insight Report’. The report investigates the most pressing issues affecting field service organisations today and provides expert insight into how to transform your operations, from measuring service performance and mobile worker productivity to delivering customer service excellence and utilising data from the field effectively.

Day One: 14:15 Panel Discussion- The Future of Field Service: A discussion on the emerging technologies that could change field service, as we know it.

A panel discussion hosted by Kris Oldland, Editor, Field Service News exploring the technologies that are likely to shape the very near future of field service, including Big Data, Internet of Things, 3D printing, U.A.V's. Panellists include Phillipe Emenger CEO Core Systems, Trevor Milsom Global Strategic Marketing Manager Trimble, Ian Mapp, Director Wyser Stewart, Cathal McGloin, CEO Feed Henry

Day Two: 11:00 The Manager’s role in creating performance improvement from training…

SGSA’s Isobel Van der Vegt explains why training is essential, training dollars are limited and the expenditure must be justified. Some training fails to deliver the expected performance improvement and therefore the essential Return on Investment. This presentation will highlight the role of managers in achieving three things: evaluating the effectiveness of training, calculating the Return on Investment and ensuring that training results in performance improvement. Securing budget and booking the class are only the first steps of the process but, by themselves, will not drive the changes in behaviour that we need.

Day Two: 11:30 Service Management Software Survey 2014 – The results

Field Service News Editor Kris Oldland, reveals the findings from an exclusive research project undertaken by Field Service News in partnership with mplsystems exploring what software systems are being used Service Managers today and whether they are meeting the needs of the industry.

Day Three: 10:45 Top tips for greening your fleet

Roddy Graham, Chairman of the Institute of Car Fleet Management will provide top tips for greening your fleet. He will consider what needs to be done to achieve substantial savings while boosting corporate social responsibility credentials. ICFM tips include gaining stakeholder buy-in, running a technologically neutral fleet, establishing CO2 targets and influencing driver behaviour.

Day Three: 12:30 Live Interview with Tim Jones, European Service Director, Waters Corporation

Kris Oldland, Editor of Field Service News will interview Tim Jones, European Service Director, Waters Corporation about his recent move to decentralise the dispatch responsibilities of his field service operations, how he approached it, why he made the move and whether it has proved successful.

 

 

As the general public continue to raise their expectations for service call and delivery times to fit within their own personal schedules the ability to make supply and service chains ever more effective and dynamic is likely to be the difference between those companies that thrive and those that are left behind. 

Technology is of course a major enabler in allowing companies to meet these demands and Telogis have just launched a further extension of their already comprehensive, cloud-based, location intelligence software platform. The new module is called Telogis Appointment and will be revealed at this years Commercial Vehicle show at the NEC next week (running from the 29th to 31st May) Appointment is the latest addition to theTelogis Route Planning Suite

Telogis Appointment improves customer service by allowing consumers to choose delivery windows that are most convenient for them while also being most cost effective for the deliverer. It helps shipping companies reduce turnaround times by matching delivery slots to customers’ open times to receive goods, and automates ETAs to the receiving parties via text or email – all in real time.

“Businesses that embrace a customer-centric service model and implement mobile and location intelligence technologies aimed at expediting, improving and personalising the customer experience will ultimately grow market share and remain competitive,” said Newth Morris, Telogis co-founder and president, Telogis Route and Navigation. “By providing a higher level of service to their own customers, Telogis’ customers benefit from increased fuel savings, mobile worker productivity and profits.”

 

Intelligent Appointment Scheduling that Maximises Profitability

When customers interact with online scheduling tools or speak with a customer service representative by phone, Telogis Appointment will provide a choice of available appointments based on pre-determined criteria such as delivery cost, available resources, proximity of existing vehicles and resource capabilities of technicians or delivery specialists.

Telogis’ integrated work order management, routing and scheduling programs provide customer service representatives with optimised appointment times/windows that allow the customer to choose a time that works best for them. This dynamic back-office coordination takes into account factors such as vehicle location, onboard tools, skill sets, routing and schedule, and only presents appointment options that will be profitable.

Telogis Appointment also delivers integration to/from existing Customer Resource Management (CRM) or other customer service portals and initiates a call to/from appropriate applications in order to present profitable appointment options.

 

An Integrated Platform Approach

Telogis’ platform approach for any mobile enterprise gives customers a seamless, integrated SaaS solution on which to build a more productive, efficient and compliant fleet and manage all aspects of their mobile operations. The Telogis platform combines strategic and dynamic planning, advanced mobile apps that log delivery drivers’ Hours of Service (HOS) and other compliance requirements plus easy-to-build mobile forms, commercial navigation and telematics.

Now in version 6.0, the Telogis Route Planning Suite supports static, fixed-route and territory planning as well as dynamic routing, routing support specifically for vehicles carrying hazardous materials and commercial trucks. This enables Telogis customers to be more responsive and provide a higher level of service for their own customers. The Telogis Route Planning Suite ensures that plans are built so that key customers are visited regularly and operations teams can more effectively manage last-minute jobs, resulting in increased efficiency, revenue and overall customer satisfaction.

As well as appearing at the CV Show next week Telogis will also be appearing at this years Service Management Expo which is in London's Excel on June 17th,18th & 19th and will be giving a presentation during the Field Service Solutions Theatre which Field Service News is proud to be hosting. 

 

 

 

‘Congratulations! You grew your service business by 25% last year…but how much money did you make?!’

This is the dilemma we often hear when talking to disappointed and frustrated managers.

In our experience this is especially true for organisations undergoing rapid change or growth through acquisition. Their Service Delivery Processes have not been built on a solid foundation and they experience large variations in how services are delivered from the excellent to the appalling.

Increasingly there are many new service management and mobile solutions on the market that bring transparency to the operations. Although they are a critical ‘enabler’, they do not address the root cause of the problem. We know that for a company to successfully industrialise its back office and deliver a consistent customer experience, it is key to have a clear vision of the:-

 

• End to End business processes
• Service management practices
• People competencies
• Performance management systems
• IT requirements

 

These building blocks are not only the basis for ensuring the existing service delivery model can be profitable, they will also de-risk the introduction of new service offerings.

Take one of the company’s that has featured in this blog series, Bobst SA.

Stephan Maerz, Head of the Service Business Unit faced a classic post acquisition situation. Bobst were working with seven different brands globally, all functioning under different management models; services weren’t aligned, standards and pricing were disparate. If the answer to growth lay in their services, they needed a global plan.

In March 2012, the Bobst executive team decided to create a single One Bobst brand. In July 2012, they started to define and execute a global service transformation programme. The brand-driven strategy they developed required a globally consistent customer experience, and that meant standardisation.  But unifying operations however, wasn’t so simple. The solution? Create a Book of Service Standards, a global undertaking requiring agreement from every regional and functional head. Modes of working were so variable, the project could have taken years. But by working with a 3^rd party with access to proven models and best practice, it took only three months to agree on one model.

A lot of people said it couldn’t be done and that a global service strategy would not work on a local level. Bobst demonstrated that by using a component based service factory model, it is is possible to take a fragmented operation and build a common documented vision of how the business should operate. In this way Bobst has built the basis for a sustainable and profitable service business. The next challenge is to build a completely new IT architecture to make the book of standards an operational reality.

If you would like to know more about this case study or the Component Based Service Factory, use this link to go to the Noventum website at www.noventum.eu.

Or you can meet us in person in May at the Servitisation Conference at Aston Business School or the Service Management Expo at the the London ExCeL where we will be sharing more experiences on how to achieve business growth through services.

Nick Frank is a service specialist with Noventum Service Management

YO! Sushi, the iconic Japanese restaurant brand has reported successful deployment of Aeromark’s Smart Optimatics technology and immediate return on investment in the first month following implementation.

In 2013 YO! Sushi attended Service Management Expo looking for a system that would improve the management of its Facilities and Assets including conveyor belts, fridges, freezers, cookers and air conditioning units, and its service supply chain for planned and reactive maintenance. Aeromark offered a single configurable solution and within three months the system was deployed, instantly saving management time and associated administration when managing subcontractors.

“Our previous system resulted in needless expenditure, as we had no transparency of costs, which caused a financial impact on the restaurants ongoing expenditure. We needed a system that provided visibility and central control of finance, to ensure that faulty assets were fixed immediately within budget.” Said Mike Bonaker, Facilities Manager at YO! Sushi.

Following evaluation on different facilities management software at the Service Management Expo, YO! Sushi chose Aeromark Optimatics. “The ability for their system to be configured to meet exactly what we needed in terms of keeping the restaurant equipment and facilities running smoothly, faster response times to our restaurants and complete audit trails of subcontractor performance, are the reasons why we chose Optimatics as opposed to other software on the shelf” said Mike.

Optimatics provides YO! Sushi restaurant managers with a single solution for asset management, a central storage for all data and integration with subcontractor systems. “This system allows restaurant managers to plan reactive jobs quickly and efficiently by simply using a Smartphone to scan the QR code on the faulty asset. The trouble ticket is then emailed to the subcontractor and they update the status allowing for reports on service level agreement hits to be generated” said Mike.

Since the deployment of Aeromark Optimatics Asset Management, YO! Sushi’s assets costs and service intervals have improved through the visibility of subcontracting service history.

“We find this systematic approach to operating much easier and we are reassured that the restaurant facilities will continue to be addressed within service level agreement as we are constantly tweaking features of the system to meet the needs of our business.” said Mike.

YO! Sushi’s deployment of Aeromark Optimatics system has been essential to restaurant efficiency and service supply chain and therefore continues to improve their customer service levels.

 

 

 

Contact information: 

Key Contact: Charles Oakley, Group Event Manager
Phone: +44 (0) 20 7921 8048
Web: www.servicemanagementexpo.co.uk
Twitter: @ServiceMgmtExpo

Go to Service Management Expo for:

• Meet suppliers of Service Management Systems, Workforce Optimisation and Scheduling, Tracking, GPS & Fleet Management, Mobile Communication & Hardware, Logistics & Distribution
• Free industry education in the Field Service Solutions Theatre
• Europe's largest event dedicated to the Field Service industries

About Service Management Expo:

Since 2014, Service Management Expo has been housed at ExCeL London running alongside the Protection & Management Series incorporating Facilities Show, Safety & Health Expo, FIREX International, IFSEC International and the newly launched Energy & Environment Expo following its successful inclusion in 2013.

Service Management Expo is a must attend for professionals working across service management, logistics, fleet management, facilities, operations, finance and IT.

100% dedicated to the critical issues within the field service, service and fleet management industry, the event provides practical know-how on CRM to GPS, optimised spares to telematic analytics and everything in between.

As an integral part of UBM Live’s Facilities Show, visitors also benefit from everything on offer at the whole exhibition including a fully comprehensive educational programme covering key FM subjects from legislation updates and sustainability to environmental and waste management.

Video from Service Management Expo:

News from Service Management Expo:

Telogis delivers intelligent appointment scheduling to tighten supply and service chains

Telogis who are exhibiting at this years Service Management Expo and will also be participating in the Field Service Solutions Theatre hosted by Field Service News, announce a new addition to their current suite of applications for Field Service Managers, which allows customers to make appointments convenient to them yet improves efficiency for the service department. Click here to read more. 

 

 

New Getac T800 8.1" fully rugged tablet is launched

Getac, who are exhibiting at this years Service Management Expo and will also be participating in the Field Service Solutions Theatre hosted by Field Service News, announce the launch of a new slim-line yet fully rugged tablet which is powerful and designed to operate on either Windows 8.1 or Windows 7. Click here to find out the full specs

 

 

A forward look at this year’s Service Management Expo …

Running on the 17th, 18th & 19th of June this year The Service Management Expo (SME) is Europe’s largest exhibition catering for the field service industry and with a thirty year history has been a long established central event for field service professionals both in the UK and beyond. Click here to read more

 

 

 

YO! SUSHI REPORTS IMMEDIATE RETURN ON INVESTMENT FOLLOWING IMPLEMENTATION OF AEROMARK’S OPTIMATICS ASSET MANAGEMENT.

YO! Sushi, the iconic Japanese restaurant brand has reported successful deployment of Aeromark’s Smart Optimatics technology and immediate return on investment in the first month following implementation. In 2013 YO! Sushi attended Service Management Expo... Click here to read more

 

 

TRIMBLE TO SHOWCASE WORK MANAGEMENT CAPABILITIES AT SERVICE MANAGEMENT EXPO

Trimble Field Service Management has announced will be showcasing its ‘One Platform. One Solution’ offering at this years Service Management Expo, held at London’s ExCel on the 17th, 18th and 19th June. Click here to read more

 

 

 

Features from some of the guest speakers at previous Service Management Expo: 

Re-branding for Solarvista is much more than skin deep

Solarvista's Paul Adams outlines what exactly has gone on beneath the surface as the Service Management software company announces its latest launch Solarvista 8 which will be on show at this year's Service Management Expo.  Click here to read more 

 

 

Optimising mobile workforces can result in big savings... 

Enterprise Mobility expert, Jon Vass of Telogis, claims that instead of cutting back on services businesses should instead look to optimise their mobile workforces… With the right technologies an organisation can save hundreds of thousands of pounds by investing in the right technology. Click here to read more

 

 

Damages must be paid for... Why it pays to opt for ruggedised tablets

Motion Computing’s Ian Davies looks at the true value of rugged computing and why going for the cheaper option is a false economy… Every IT director and line of business manager looking at a tablet PC deployment will at some point face the decision specialised hardware or cheaper consumer option... read more here

 

 

Business benefits - mobile workforce management solutions for increased productivity and reduced costs

Several recent research studies have shown that technology and mobility solutions in particular are growing in importance as businesses seek ways to improve productivity, increase efficiency and reduce costs of delivering services.  Gerard O’Keefe CEO of GeoPal discusses further... Click here to read more

 

 

Connected business - bringing field workers and managers closer together

Ahead of his speech to delegates at the 2014 Service Management Expo Giles Margerison, TomTom Telematics’ Director UK & Ireland, considers the impact of technology on the changing face of field service management. Click here to read more

 

 

CASE STUDY – TCSJOHNHUXLEY – Transforming support operations with end-to-end field service

TCSJOHNHUXLEY is the world’s leading manufacturer and supplier of end-to-end live gaming solutions and services. The company offers the industry’s most comprehensive portfolio of live gaming and electronic gaming products. In this case study we see how they improved their service after implementing software from mplsystems.. Click here to read more

 

 

Preparing for the IOT revolution...

If the Internet of Things (IoT) lives up to its billing it has the potential to change the way the field service industry operates entirely. In this exclusive article for Field Service News, Philipp Emmenegger, CEO of coresystems AG looks at how this could happen. Click here to read more

 

 

The service supply chain battlefield: Part Two The importance of the front line. 

Glyn Dodd, Managing Director of Centrex Services returns to Field Service News with a new two part feature that outlines his battle plan for the service industry. Looking at how if the current dichotomy of the service supply chain doesn't chain the battle will be lost... Click here to read more

 

 

SaaS – Why should I buy it If I just want to use it?

As the Managing Director of the company that developed the world’s first browser based service management software, Colin Brown of Tesseract is a bit of an expert when it comes to both SM software and the Cloud itself so we asked him to give us some guidance on the SaaS model.  Click here to read more...