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.
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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.
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 withOverIT, sponsor of this premium content, 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.
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.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization-and-advanced-services
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about the impact of COVID-19 in the Field Service Industry @ www.fieldservicenews.com/covid-19
- Read more about OverIT on Field Service News @ www.fieldservicenews.com/exel
- Learn more about OverIT @ www.overit.it
- Follow OverIT on Twitter @ twitter.com/OverITSpA
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...
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 using.
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 withOverIT, sponsor of this premium content, 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.
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.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization-and-advanced-services
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about the impact of COVID-19 in the Field Service Industry @ www.fieldservicenews.com/covid-19
- Read more about OverIT on Field Service News @ www.fieldservicenews.com/exel
- Learn more about OverIT @ www.overit.it
- Follow OverIT on Twitter @ twitter.com/OverITSpA
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.
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 withOverIT, sponsor of this premium content, 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 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.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization-and-advanced-services
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Learn more about the impact of COVID-19 in the Field Service Industry @ www.fieldservicenews.com/covid-19
- Read more about OverIT on Field Service News @ www.fieldservicenews.com/exel
- Learn more about OverIT @ www.overit.it
- Follow OverIT on Twitter @ twitter.com/OverITSpA
Dec 01, 2021 • Features • Digital Transformation • IFS • Sarah Nicastro • SimPRO • durabook • Servitization and Advanced Services • Iwi Lin • Ricky Sevta
Kris Oldland, Editor-in-Chief, Field Service News reflects on the alignment of digital transformation and servitization - the two key trends driving innovation and evolution in our industry...
Kris Oldland, Editor-in-Chief, Field Service News reflects on the alignment of digital transformation and servitization - the two key trends driving innovation and evolution in our industry...
There have been two key trends that have been consistently present within our industry for a number of years. Both have been at the heart of discussions in boardrooms and on conference stages alike. Implementation of both has been accelerated by the pandemic. These two trends are of course Digital Transformation and Servitization - but just how closely related are they?
For Sarah Nicastro, Vice President of Customer Advocacy, IFS the two are very closely aligned.
"We believe that Servitization and Digital Transformation are inextricably linked, in that the progression of digital is a major factor in the increased demands customers have that are prompting companies to Servitize as well as in the fact that it’s impossible to Servitize without digital capabilities," Nicastro explains.
"To seize the potential of advanced services, companies must view Digital Transformation as key to success. Digital is required to gain insights into the performance of assets in a way that allows a proactive and predictive response, to optimize the utilization of both its workforce and inventory in the manner necessary for guaranteeing outcomes, and to ensure the customer experience is seamless and informed.
"Data is also proving to be an integral part of an advanced services value proposition in the form of providing customers unique insights gleaned from digital tools in use. As such, companies should seek a modern digital platform that provides a range of capabilities to eliminate the failure points common in a disjointed environment and to protect the integrity of the customer experience. " she adds.
This is a comment that is echoed by Iwi Lin, Marketing Manager, Durabook.
"Digital transformation is already happening within the business-to-business sector, meaning organizations across every industry need to embrace this digital change," he comments.
"Servitization can only be a consistent and reliable revenue source if your business performance remains equally efficient and dependable..."
- Iwi Lin, Durabook.
"The adoption of emerging technology is where true industry revolution occurs, determining who will rise to the top and who will fail over time. Companies that implement technology to streamline processes, optimize budgets and improve overall workforce performance are predicted to outlast their competition.
"However, servitization can only be a consistent and reliable revenue source if your business performance remains equally efficient and dependable, which is where rugged devices come into play. These computers are fast becoming the focal point of these technologies as they enable organizations to realize even greater operational capabilities,"
Indeed, our world both inside and beyond field service is evolving rapidly in terms of technology and as we add the further pressures of a servitized business model into what is an already complex mix of many moving parts that constitute field service then the importance of being able to leverage, but also importantly trust the technologies we deploy throughout digital transformation is critical.
As Lin adds "With technological evolutions in IoT, 5G, Augmented Reality (AR), machine learning and AI, companies investing in new technologies will be able to predict and prevent operational failure. Computer manufacturers that provide rugged devices can help organizations understand how to operate these devices in the field to enable their digital transformation programs and ensure new technologies are used for their maximum benefit.
"With uninterrupted servitization a crucial factor for business success, the latest equipment is designed with optimum efficiency in mind. Rugged devices are the only models that can withstand the frequently harsh conditions many field computers must endure.
"The latest devices also contain sensors that feed operational data back to the manufacturer on the product’s condition, reducing maintenance issues and downtime. Should a problem arise, the manufacturer or service provider will be automatically notified by the faulty part so it can be quickly fixed. While they may require a greater initial outlay, they are far more cost-effective in the long term because of this lower need for maintenance costs."
"Servitization at its core means providing outcomes rather than products or even services – it’s a company-wide transformation in the identity of the business and the customer value proposition."
- Sarah Nicastro, IFS
Coming from an industry where reliability in the field is a critical component of the success of their products, Lin's point raises an important distinction between servitization and digital transformation. While they are invariably two facets of the same conversation, the latter is the enabler, while the former represents the true paradigm shift.
As Nicastro explains, "Servitization at its core means providing outcomes rather than products or even services – it’s a company-wide transformation in the identity of the business and the customer value proposition, not a simple addition to the service portfolio.
"However, in many cases this transition occurs over time in a phased manner to ease the impact on culture and operations and to help manage change."
Of course, while technological innovation or advances in service design thinking are important, these all become something of a moot point if they are not aligned with what our customers actually need and want. This is a critical part of the discussion which cannot be overlooked.
"Without customers, nothing happens," states Ricky Sevta, CRO, simPRO bluntly.
"Customers we’ve talked with agree. They also know it’s a tricky balance, tailoring your services to the unique needs of your customer while also providing high-quality service to every customer. You also have to do it better and faster than your competitors, and still turn a profit.
"In our experience working with all types of trades businesses, we believe technology like job management software, can help you do it all.
"Job management software helps you better manage all the moving parts in your business, and gives you insights (data) into how well you're truly performing in each area of your business. More importantly, it shows the relationship between these areas.
"You can then pinpoint how your performance, in these areas, good or bad, ultimately impacts the customer experience," Sevta adds.
"Your customers make everything happen. Why make them wait?'
- Ricky Sevta, simPRO
"For example, how does proper stock management impact customer service? Say your field staff arrive at a job only to realize that they don’t have what they need. Now they’re wasting the customer’s time and their time. This can lead to an irritated customer and a job that takes much longer than it needs to.
"Your engineers are set up for success, and empowered to provide good customer service when they know that they have the right materials for every job, and can check stock from anywhere at any time, but so is the rest of the team. With field management software, your admin team can check inventory while talking to a customer rather than having to take their number down, manually check the stock and then call them back."
"Your customers make everything happen. Why make them wait? Job management software, especially cloud-based software, gives staff all of the relevant information they need to deliver the best customer service no matter whether they're remote or on-site," Sevta concludes.
Indeed, there is a broad mix of tools available for field service companies of all shapes and sizes, across all sectors in today's market. Digital transformation is all around us and will continue to evolve at pace. As to will the servitization movement, with service portfolios becoming more advanced and sophisticated as we embrace such tools.
However, as Sevta rightly states, keeping the customer centre to all we do is the one true key to success.
Further Reading:
- Read more about Digital Transformation @ www.fieldservicenews.com/digital-transformation
- Read more about Servitization and Advanced Services @ www.fieldservicenews.com/blog/tag/servitization-and-advanced-services
- Read more about IFS @ www.ifs.com/
- Read more about Durabook @ www.durabook.com/
- Read more about simPRO @ www.simprogroup.com
Oct 08, 2021 • Christian Kowalkowski • field service technology • Servitization • The View from Academia • Covid-19 • Servitization and Advanced Services
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with...
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Christian Kowalkowski, Professor of Industrial Marketing at the Institute of Technology at Linköping University and he is affiliated with CERS, at Hanken School of Economics in Helsinki.
Professor Kowalkowski rapidly established himself as a leading authority in the field of B2B service strategy research and he focuses on service growth strategies, service innovation, and the interplay between digitization and servitization.
During the conversation, the two discuss a wide range of topics related to the growing trend towards servitization and how the pandemic has changed the approach to digital transformation among field service organisations.
In this exceprt from that conversation, they analyse in-depth the difference between customer satisfaction, customer experience and customer success.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
- Read more about the imapct of COVID-19 iin the field service sector @ www.fieldservicenews.com/COVIID-19
- Read exclusive articles by Christian Kowalkowski on FSN @ www.fieldservicenews.com/christian-kowalkowski
- Connect with Christian Kowalkowski on LinkedIn @ www.linkedin.com/kowalkowski/
Sep 30, 2021 • Features • research • HSO • Servitization and Advanced Services • CSAT • Customer Service
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.
In this final excerpt in the series, the group discuss how the study is showing an increase in co-creation between service providers and their customers when it comes to establishing innovative new approaches to service delivery.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.
For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
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, HSO who may contact you for legitimate business reasons to discuss the content of this study.
Further Reading:
- Read more exclusive features from FSN Research @ research.fieldservicenews.com/
- Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
- Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
- Read more about customer service trends @ Features on CSAT trends
- Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
- Arrange a consultation to find out how HSO can help your field service business grow by clicking here
Sep 28, 2021 • Features • research • HSO • Servitization and Advanced Services • CSAT • Customer Service
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
FSN Research recently undertook a detailed study in partnership with HSO to understand precisely what CSAT metrics are being tracked by field service organisations.
At the same time, the study also explored the digital transformation journey our sector has been on for several years and how this was significantly accelerated due to the pandemic across 2020 and into this year. Having published the results, Dan Snowdon, Danny Wieder and Kevin Brown of HSO joined Field Service News Editor-in-Chief, Kris Oldland to discuss the findings of the study in greater depth.
In this excerpt taken from the second of two in-depth debrief sessions, the group take a moment to discuss why the shift towards servitization is such an appealing move for an increasing number of field service organisations.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full-length 50 minute second part of this detailed FSN Research debrief session.
For a limited period, this content will also be available to those on our free-forever, FSN Stanard subscription tier.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
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, HSO who may contact you for legitimate business reasons to discuss the content of this study.
Further Reading:
- Read more exclusive features from FSN Research @ research.fieldservicenews.com/
- Read more about Digital Transformation @ www.fieldservicenews.com/blog/tag/digital-transformation
- Read more about Service Innovation and Design @ www.fieldservicenews.com/blog/tag/service-innovation-and-design
- Read more about customer service trends @ Features on CSAT trends
- Read more insights from HSO and how they are helping field service companies drive improvements in customer satisfaction and increasing operational efficiency here
- Arrange a consultation to find out how HSO can help your field service business grow by clicking here
Sep 17, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.
Michael is a seasoned expert in the field service industry, and he always thinks forward to what's down the road and what leaders should focus on.
During the conversation, the two discuss a wide range of topics related to the role of service marketing and the importance of finding a solution to fix the disconnection that often occurs between the service leadership and the marketing leadership within service organisations.
In this exceprt, Michael and Kris discuss how remote service has now become an habit, after so many months of pandemic and lockdowns, and if companies should keep focusing on remote service for the future.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
- Read more about Service Marketing @ www.fieldservicenews.com/service-marketing
- Read exclusive articles by Michael Blumberg on Field Service News @ www.fieldservicenews.com/michael-blumberg
- Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
- Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com
Sep 15, 2021 • Michael Blumberg • Blumberg Advisory Group • Service Leadership • Servitization and Advanced Services • Digital Symposium • service marketing
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.
Kris Oldland, Editor-in-Chief, Field Service News is joined on the Field Service News Digital Symposium by Michael Blumberg, President and CEO of Blumberg Advisory Group.
Michael is a seasoned expert in the field service industry, and he always thinks forward to what's down the road and what leaders should focus on.
During the conversation, the two discuss a wide range of topics related to the role of service marketing and the importance of finding a solution to fix the disconnection that often occurs between the service leadership and the marketing leadership within service organisations.
In this exceprt, Michael and Kris analyse how organisation can research what customers want, often with the help of external consultants, in order to design and offer the right solution to their clients.
Want to know more?
FSN Premium subscribers and FSN Elite members can access the full-length interview plus many, many more in the Field Service New Digital Symposium. If you have an FSN Premium account you can access the video on the button below. If you are currently on our FSN Standard subscription tier you can upgrade your subscription by clicking the link below.
If you are yet to subscribe you can join 30,0000 of your field service management peers by subscribing to FSN Standard for free to gain access to a monthly selection of premium content or select either FSN Premium or FSN Elite for even more resources. Click the button above to visit our subscription page to find out more.
Further Reading:
- Read more about Servitization & Advanced Services @ www.fieldservicenews.com/servitization
- Read more about Service Marketing @ www.fieldservicenews.com/service-marketing
- Read exclusive articles by Michael Blumberg on Field Service News @ www.fieldservicenews.com/michael-blumberg
- Follow Michael Blumberg on Twitter @ twitter.com/blumberg1
- Connect with Michael Blumberg directly by email @ michaelblumberg@blumbergadvisor.com
Field Service News is published by 1927 Media Ltd, an independent publisher whose sole focus is on the field service sector. As such our entire resources are focused on helping drive the field service sector forwards and aiming to best serve our industry through honest, incisive and innovative media coverage of the global field service sector.
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