ARCHIVE FOR THE ‘software-and-apps’ CATEGORY

Oneserve, a field service management software specialist, has made the bold claim that the market they operate in is being stifled by market leaders, who they state are putting their own interests before the needs of their customers.

In an explosive press release published yesterday the UK based FSM software provider went on to comment that there is a a fundamental flaw in the industry going as far as questioning the integrity of other providers and the quality of the service they deliver to the mobile field market suggesting that “The dominating business model lacks the flexibility to adjust to the prevailing market demand, and subsequently, opens up a field of discontent.”

Established in 2010, Oneserve claim that the current market needs a complete overhaul if it is to give customers what they are actually crying out for; innovative, joined-up solutions that offer real value for money and reflect the needs of a modern field workforce. Those that can not or do not sign up to this way of thinking they assert, will be quickly become fossilised as more innovative, flexible companies take control.

A spokesman at Oneserve commented.“Many of the large players in this market have grown wildly out of control, meaning that customers are now experiencing appalling levels of service and in many cases are paying extortionate amounts for professional services that should not be needed; increasing the true cost of ownership and hindering their ability to develop and grow without assistance.

 

“There are too many of these lumbering dinosaurs in our sector. They are falling so far behind the ball in terms of where the market should, and will, be heading over the next few years that extinction seems only round the corner for them. For too long the business model of selling cheap licenses and then pushing hugely expensive professional services, has been the tried and tested method of securing sales. But this is changing, and quickly, it has to be about a true SaaS offering, a flexible approach that allows technology of different types to talk to each other and giving customers what they really want; a self-service model that allows them the freedom to utilise the solution as they see fit, without having to purchase extra services on top.

“The financial turnover of a number of these dinosaurs in this market is impressive. What should be so worrying for them and their customers is that despite this many are making huge losses. This combined with their lack of appetite or ability to change is adding to the momentum of the huge meteorite that is speeding towards them. There is no sign that this momentum is slowing down. Unless they are able to turn their business proposition upside down, which is not easy with such huge losses and multiple VCs piling on the pressure, there is a real chance that they’ll be wiped off the face of the market.”

Whilst Oneserve are clearly not afraid to pull their punches the world of field service management is indeed changing dramatically. The advances made in the technology can make a difference to the way that organisations are able to manage, monitor and analyse their field force.

However, South Coast based company believe this is in fact causing even more issues than it resolves. With so many companies in the field service management sector jumping on and over hyping new technology and trends such as ‘Internet of Things’, without putting the basics right first. Core issues that customers are crying out for, such as self-service, are largely being ignored argue Oneserve whilst adding that there are many customers who want to buy the solution and run it themselves and not be held to the whole swathe of professional services that too often accompanies any purchase in this sector.

In a closing statement to the press release Onserve concluded. “Companies need to understand and reflect the fact that the roles of a field based workforce has changed dramatically over the past few of years. Field service management can no longer be a rigid structured solution, it has to be a flexible one that embraces the many aspects of what a mobile workforce needs. The self-service approach is absolutely what customers want and need. They are no longer satisfied being tied to hugely expensive additional services, but instead want to buy the solution and grow and develop without ‘forced’ assistance.

The world has changed and a new breed of faster, more agile and innovative companies are taking the places of the out-of-date lumbering dinosaurs that have dominated our sector for so many years.

 

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HomeAdvisor, the US-based on-line marketplace for home services, has announced a partnership with Better Business Bureau (BBB) to provide homeowners with comprehensive and trustworthy sources of information about home service professionals.

As a result of the partnership, homeowners can now access BBB information, including accreditation status, for home service professionals included in HomeAdvisor’s pre-screened nationwide network.

HomeAdvisor allows homeowners to find trusted, local service professionals and instantly book appointments. The BBB integration, available on mobile and desktop, provides additional assurance for homeowners seeking reputable service professionals and allows consumers to click through to the BBB website to view the complete BBB Business Reviews. HomeAdvisor plans to integrate its Seal of Approval, given to service professionals who pass a rigorous background screening, on BBB’s website next year.

“Like BBB, we start with trust. With more than five million reviews submitted by homeowners and one of the industry’s most comprehensive screening processes, HomeAdvisor is a leading online marketplace to connect with home professionals,” said HomeAdvisor’s CEO, Chris Terrill. “Working with BBB further strengthens our promise to provide homeowners with trusted, qualified professionals.”

“Collaboration of this level does two things: builds the importance of marketplace trust in the eyes of businesses and gives consumers the tools they need to make informed decisions,” said Kim States, CEO of BBB Serving Denver and Boulder, and host of the conference. “We are thrilled with the additional opportunities this partnership brings to everyone involved.”

BBB assigns ratings from A+ (highest) to F (lowest) based on various aspects of the business including its complaint history with BBB, transparent business practices, and licensing and government actions known to BBB.
HomeAdvisor has connected more than 30 million homeowners to the company’s growing network of nearly 100,000 pre-screened home service professionals.

 

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Magenta Technology, the developers of the Maxoptra routing and scheduling system, has launched an online application that automates job despatching for users of TomTom’s telematics and fleet management solutions. The app, called Planndit, links job details from Maxoptra directly to TomTom WEBFLEET, eliminating the need to manually type in job details. This makes job despatch and sequencing quick and easy, saving time and eliminating errors.

It means being able to despatch routes to any TomTom Pro device in less than 30 seconds per route, and that includes verifying the overall route on a map and optimising the route sequence within the process before it is sent. The app simply connects to the TomTom service and pools the devices in use so jobs can be sent to the correct operative.

The Maxoptra app automatically calculates distance and driving time for the route and each individual address. The route sequence can be optimised for the best cost by re-ordering stops with a simple drag-n-drop. Notes for the driver can be added and sent with the address to the driver's TomTom Pro with a simple click.

Maxoptra is a Software-as-a-Service (SaaS) platform designed to enable quick decision-making within ever-changing operational environments such as service management. The Planndit app is a module available as a low cost, pay-as-you-go service and includes a simple 3-step wizard to take the user through the process, eliminating the need for any training.

Stuart Brunger, Business Development Director for Maxoptra, commented: “In talking to TomTom users it was clear that, although telematics promised big benefits, there was something missing. What they needed was an integrated system; a seamless link between their job management system and TomTom. With the Planndit app, we have addressed this with a solution that transforms job despatching and customer service delivery by linking Maxoptra and TomTom WEBFLEET to create an integrated operations system.”

 

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IFS, the global enterprise applications company, has announced a number of updates to its ERP enterprise software suite IFS Applications 9. New features include  in-memory capabilities,  enhanced visualisation of manufacturing processes, extended support for rental management and improved group consolidation functionality.

Part of the in-memory solution is IFS In-Memory Advisor, which helps customers apply in-memory technology to the areas of IFS Applications where it will yield maximum effect, or if so desired, run the entire application in-memory. By using in-memory, users can run analytical queries hundreds or even thousands of times faster than before. With compression ratios of three to ten times, even terabyte-sized databases are possible to run in-memory.

The release also includes significant updates to the manufacturing component, such as enhancements that let users action production issues directly from the IFS Manufacturing Visualizer. In addition, the visualiser has been equipped with new charts to optimise production planning. The IFS Quality Management module also includes several improvements such as acceptance sampling.

IFS’s rental management capability contains numerous new and improved features as well as major usability enhancements. The solution now allows users to associate specific work orders with external or internal equipment rentals.

The IFS Financials component has been updated with extended support for group consolidation, including advanced analysis of consolidated balances using IFS Business Analytics.

IFS is also launching a new support model based on quarterly updates of IFS Applications. Thanks to the new layered application architecture of IFS Applications 9, updates can be implemented quicker and easier than in previous versions. The result is that customers can benefit from the very latest product enhancements faster and at a lower cost.

“Following the successful launch of IFS Applications 9 earlier this year, we are very excited to release this first update, which includes both new and enhanced features,” IFS CTO Dan Matthews said. “Along with the feature updates, we are also happy to reveal a new update delivery system. This takes us a major step closer to our vision of providing our customers with ‘evergreen’ business applications, allowing them to enjoy the benefits of our latest and greatest software at a significantly lower cost.”

 

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Marne Martin, CEO at ServicePower outlines the key considerations for field service directors exploring technology, people and processes…

The field service industry is exceptionally diverse and surprisingly complex. Providers vary in size, geographical coverage, services offered, parts required to conduct repairs, inspections, installations, and maintenance or facility management. In today’s competitive world, customer satisfaction is considered the number one indicator of success, even as productivity, cost, and parts inventory management remain essential.

Workforce management software (WFM) is the technology cornerstone on which the success of the operations relies. New technologies, like social, mobile, analytics and cloud, IoT and M2M data, also impact the industry, presenting new ways to perform work, improve first time fix rates, and new business opportunities.

Technology

How does a field service business select the best WFM technology? What must service operations consider to ensure measurable success?

WFM solutions differ greatly, as discussed last month, so it is imperative to consider your requirements early to maximize the likelihood that what is deployed delivers the functionality you require, at the costs you expect. This checklist will help you build a foundation strong enough to maximize ROI and improve customer service levels.

Budget:	WFM implementation and maintenance costs vary. Determine if a license or a transactional SaaS model is best for your organization, evaluate the fully loaded costs, and make sure to have a partner that is willing to evolve with your changing needs.
Business Complexity:	The more complex your business, the more important true optimisation software, like ServiceScheduling, is to create the least costly schedules and highest customer satisfaction as the same time.
Business Objectives:	Make sure your business objectives are clear and your business partners are engaged and ready for any change management required.
Security Requirements:	In this age of hackers and identity theft, pick a solution that ensures your customer, employee and business data are safe.
Key Performance Indicators:	Agree on KPIs early and collect baseline data to measure improvements against.
Software Deployment:	To SaaS or not to SaaS? Decide if you want to deploy and manage an on premise solution or rely on vendor expertise.
Back Office Integration:	Increasing first time fix rates requires that technicians arrive with the skills, parts, and collaborative mobile dispatch software to support all tasks onsite. Decide during design what data, software and people access are required to support field work.
Integration Execution:	Decide if your IT team can support a WFM integration or if a system integrator is required to do the heavy lifting.
Training:	Don’t forget training. Staff must be trained to use the software as, how and when intended.
Continuous Improvement:	Stay abreast of new technology and changes in your own business. Ask for advice incorporating latest releases.

Process and People are as Important as Technology

Create processes and people policies as part of the WFM deployment. Technology cannot alone create a successful field service operation. The underlying processes and people create success.

Process

When developing an evolving operation, fundamental processes must be designed and implemented to ensure smooth operations and healthy ROI.

Work Scheduling:	Work scheduling is not routing. It is the process and tools used to create basic staff work schedules: shifts, breaks, lunches, PTO, and non-schedulable time such as training or vehicle maintenance.
Forecasting:	Demand forecasting goes hand in hand with labor supply forecasting. Invest in tools to plot demand, geographical and seasonal. Business intelligence tools are great options for demand forecasting.
Management Plan:	Define roles, responsibilities and tasks. Create performance management plans so adherence and success can be measured, and rewarded or corrected. Managers and employees thrive when expectations are clear. Discipline is less painful when plans are defined, published and applied evenly.
Parts and Equipment Management:	Define processes for procuring, warehousing and allocating parts to jobs. Define accounting process for tracking distributor invoices and returns to ensure credits and charges are correct. Define use policy for company assets, like trucks and tools. Enforce the policy with tracking technology to prevent misuse or fraud.

People

People are the most critical element of any field service operation. Create people, processes and policy to “sustain and maintain” your ROI goals.

Create a Task List:	Define daily tasks. Employees accomplish more and feel more accomplished when they understand what needs to be done each day.
Create a Playbook:	A playbook is critical and often overlooked. It is an operational manual which defines policies that dictate employee interactions and utilization of WFM software and operational processes which support objectives and KPIs, driving operational excellence and productivity.
Plan and execute the ride along:	Once tasks and expectations are defined and understood, ride along or sit with employees to understand reality. Identify what is going on in the field, call center or warehouse, to identify potential opportunities for improvement.
Validation:	Inspect your expectations! Perform customer surveys. Audit work performed. Customer satisfaction cannot be assumed simply because a task list and schedule have been completed. Validate process and policy adherence to ensure employee success and customer satisfaction.
Manage Expansion:	Don’t overlook the ‘fiefdom effect’. Policy, process and technology compliance and utilisation must be consistent and measurable across the entire organization to objectives are met.

 

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In the first part of this exclusive interview with Marne Martin, CEO of ServicePower we looked at the development of their product suite with the recent launch of NEXUS FS^TM giving them a great platform to drive forward with Martin admitting that there will be a big focus on sales execution in the coming year as they see to capitalise on the considerable investment and resources they have put into developing and refining their product.

So in this the concluding part of this interview we ask just what what sector are they looking to conquer?

Well one of the advantages Martin sees ServicePower having over their competitors is that they are ideally placed to work across a broad spectrum of field service organisations.

“If you think of where we are now I like to describe us as in the middle of the triangle.” Martin begins.

“So you have ClickSoftware at the top and then ServiceMax and Service Bench in the two bottom corners. We sit in the inside of the triangle competing in all those areas. Each corner has slightly different focus but we are able to start looking at the markets and verticals of all three of those.”

 

“It gives us a very broad spectrum if we can compete directly where Click compete, where ServiceMax competes, where Service Bench competes that gives us a lot of business to go after and that is why sales execution is going to be very interesting as we go after that business.” Explains Martin.

It’s a bold strategy, that will see the UK based company, whose US offices are in Virginia taking on all comers, even ServiceMax who they also work with as a partner on occasion and whilst Martin clearly has respect for her Californian

based rivals, she also believes ServicePower are well placed to compete with them for business.

“I think ServiceMax validated that in the field service sector you really can go after the SMBs and the enterprise” she comments before adding “but the issue a little bit with ServiceMax of course is the cost, as a SaaS only solution it is quite an expensive solution and does has both the pros and the cons of being built right on the Salesforce ecosystem.”

“So we worked with NEXUS FS^TM to have a technology that is actually very scalable at a lower cost point. That will enable us to go in at a good and attractive price point and demonstrate real ROI to a lot of the SMB segment as well be able to scale that with functionality to the enterprise market as it’s very versatile and modular.”

However, as mentioned above, whilst the ServicePower team are gearing up for an eventful few years in the short term, Martin has an eye on the long term as well.

 

ServicePower now have a number of patents currently being filed having worked with KPP and Manchester Metropolitan University in the UK – an area Martin believes is a hotbed for emerging technology focussed talent.

“I’m a little bit of a technology nerd in the sense that I have always been involved with companies that have a lot of technology patents and interest in patents” confesses Martin “I firmly believe there is a ton of excellent technology developed there (in the UK) because there are still a lot of people studying maths and sciences in the UK and the quality of the technology is great there.”

And the area of this investment in technology is all focussed on developing the next-generation of algorithms to drive field service management scheduling forwards.

As Martin explained “Our simulated annealing algorithms is excellent, its very versatile and it works across a broad variety of verticals. But when you think about the future you want to get algorithms that use less meta-data and work faster and more efficiently.”

“You need to start thinking about not just optimising the work-flow and technicians but how do we start bringing in predictive analytics, more integration touch points and all these Big Data elements. To do that you really need to go to the next level.” She adds.

 

“That’s where we started doing the investment with some people in Manchester Metropolitan University looking at Quantum Annealing.”

“What’s interesting with the ServiceScheduling product, and this is one of the reasons it has always performed so well, is it never allows a bad schedule. When it optimises in the process it runs through various optimisation scenarios and then only writes that change if it is definitely better.”

“What quantum will do is do this in a more efficient way and faster. If simulated annealing takes an one-minute of optimisation to get to a result, we want something that will take 15 seconds to get to a result.”

“It also will enable us to migrate the product into the next generation.” Martin comments before explaining further

“Rather than a boring discussion on how do you keep re-writing the existing product, when we look forward five years we want to have a new back-end engine based on quantum annealing, so ideally we would have that in two to three years and that will fit in with a lot of the predictive capabilities that are in demand especially by the larger enterprises to day.”

Such vision and desire to innovate whilst also building the business in the current is impressive, however for Martin it really is a simple case of wanting to build a product that will become a significant player within the field service industries for many years to come.

It is also the biggest differentiator she can build between her companies and her competitors who she feels are not pushing the boundaries as much as they perhaps should be.

“Even if you look at SAP and Oracle and other big players, there really is very limited true technology innovation.” Martin states.

“ServiceMax doesn’t use any algorithms, the TOA algorithm is older, ClickSoftware uses so many algorithms that it makes its very complicated when training, or at least it makes it very labour intensive.”

 

“We want to keep driving superior results for the field service organisations but do it with technology that makes their life easy not complicated.”

Indeed whilst Martin is eloquent and laid back during our interview, she also clearly has plenty of belief in her product line which shines through our conversation.

“I’m very passionate about our product suite; I’ll put our products up against everybody, especially as we continue finishing off the road map of where we are going.” She states boldly.

“It’s coming together slowly but surely and steadily and us being able to do this across the next 12, 24, 36 months it’s going to be phenomenal.”

“We want to make sure that we are setting up a company that can continue growing in the immediate future but we also want to set up one that can keep growing for twenty years as an exciting field service player.”

Although they may not be ploughing that path alone, as Martin alluded to a soon to be announced partnership with Thingworx to add to their IoT partners, with the potential for other partnerships along the way.

“I am very much a partner person and one of the things that I have always cared about is not thinking business is an environment where I win by someone else losing. Instead we have to find ways with our partners and with our customers where we all win.” She states

“I think there is enough opportunities that even through a partner ecosystem, both should be generating profit whilst still delivering ROI to our customers.”

 

And this is at the core of Martin’s thinking when it comes to partnerships, delivering customer ROI must remain at the very hear of any conversation.

“My approach is I will partner with whomever is going to be a good partner as long as we can deliver real return on investment for our customers.” Adds Martin.

“Those partnerships that are all about window dressing and marketing, that the customers don’t get value from, well they may be nice but in the end its all about customer value.”

With a steady growth trajectory, a desire to innovate continuously and a firm grasp of the most important factor of all - delivering customer value, ServicePower under Martin’s guidance are certainly on the right track.

With an active sales approach being the adopted in 2016 there is a fair chance you’ll be speaking to someone in the ServicePower sales team at some point next year. Given the vision and direction of ServicePower , I’d say that when the call does come, you may well want to listen.

 

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The selection of a field service management system that meets the needs of your company is one of incredible importance. In this installation of our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we look at some of the key considerations field service managers should be aware of when selecting their own field service management systems... 

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Whatever your goals – growth, increased efficiency, cost savings or improved customer satisfaction – you differentiate your business by demonstrating flexibility and responsiveness to customers’ needs.

The latest advances in service management technology provide businesses with increased opportunities to automate processes, uncover new revenue streams and add value for customers.

The power to transform your business

Questions to ask your management team:

• When was the last time we thoroughly investigated and evaluated our business processes?
• Can we accurately pinpoint where time is being spent or which are the most/least profitable areas of the business?
• Can we say with confidence that all of our teams are consistently working at optimum efficiency?[/unordered_list] 

Successful service managers maximise their use of available technologies to eliminate unnecessary manual processes, such as making multiple entries of the same information. Freed from laborious, manual administration, such as timesheets, your staff can spend time on higher value tasks.

Moving to a modern, secure and reliable service management solution will enable your organisation to significantly improve its productivity through streamlining processes and cutting costs.

A note on cloud: Cloud-based solutions, where IT resources and services are accessed via the web, remove the need for the software to be physically located on your premises or in a data centre. Increasingly, service businesses are using cloud-based applications and enabling their engineers to access and enter data via the cloud field.

Finding the right software for you

With what might seem an overabundance of software providers promising the earth, how can you go about finding the solution that’s right for your business, both now and in the future?

Here are some pointers...

Prioritise: Internally agree which processes you are looking to automate and improve, and make these requirements your priority. Think, too, about where you want to be and what you want to be able to do tomorrow, so you don’t get ‘boxed in’ by your purchase within a few short years.

Get buy in: Establish a product steering group that includes people from across the business who will either use or be affected by the implementation of a new system.

Requirements: Look at your requirements against the supplier’s feature lists.

Integration:Modern software solutions can no longer afford to work in isolation. Explore the areas where information needs to be shared across multiple systems.

Culture: Do not underestimate how the culture of your company will be affected. Explain to your staff the rationale for the change and how it will benefit them.

Expertise: Pick a supplier who has relevant experience in your industry and can provide references.

Create a shortlist: Once you’ve compared potential software packages against your key requirements, draw up a shortlist of your preferred vendors, who you will invite to demonstrate how their solution could work for your business. Ideally, this should be three maximum.

Planning: Be realistic about the time it will take for your system to be fully up and running and how much involvement will be required internally.

Support: Ensure your supplier provides you with timely ongoing support once you have implemented the solution.

Supplier stability: Pick a supplier with the resources to support all of their clients with day-to-day technical assistance, while still having a dedicated development team for producing new versions to continuously improve the software and keep it aligned to changing industry requirements.

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As we continue our serialisation of The Service Manager Handbook (2015 edition) published by Advanced Field Service we look at mobile working and reporting...

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Download the full 40 page ebook for free by simply clicking here and completing the brief registration form

 

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Operating in a fast-moving environment doesn’t allow time for your engineers to wait until they’re back at the office to give you an update on their status. Having the ability to report onsite directly from their mobile device is invaluable.

With time-sheets, inspection sheets, job cards, expenses and invoices being completed on the spot, accurate data is fed back to the call-handling centre and engineers can move swiftly on to the next job. Live capture of information means that back-office systems have a constant stream of up-to-date information – reflecting the business as it stands today, not how it was days or even weeks ago.

Mobile software that works seamlessly hand-in-hand with your back-end service management software will give you the added benefit of instantly analysing the performance and productivity of your workers and can react immediately to any potential issues. You no longer have to be office-based to run your reports: this can be done at the touch of a button, whatever your location.

Sharing information with your customers

Mobile technology also enables you to share with your clients up-to-date information on your performance, with the latest stats and reports, demonstrating the value of your service.

If your service management system can provide this information in dashboard format, as opposed to spreadsheets, customers have the added reassurance of knowing that the data cannot have been manipulated at any point. This is a great selling point when tendering for new business or to extend a contract.

How are businesses like yours adopting mobile?

There is clear evidence of the wide scale take-up of mobile technology.

According to a recent Field Service News research project, commissioned by Advanced Field Service, far from encountering user resistance, it is a trend that is welcomed by engineers out in the field, as a way to make their workflow easier, enhance productivity and increase first-time fix.

Key findings of the survey include:

• 46% of field service companies are now using a mix of different digital devices – many are now in their second, third or even fourth generation of digital device for their field engineers
• 100% of companies still using pen and paper feel at a commercial disadvantage
• 57% of field engineers state that their digital device makes their workflow easier
• 81% of field engineers are happy to be using digital devices as part of their daily tools

Making mobile work for you

 The benefits of adopting an integrated mobile and service management solution are obvious. So, why then, do some mobile initiatives fail to become an integral part of the business? There are four common pitfalls that can impede the smooth transition to mobile:

Lack of integration

Poor integration between the field and back-office systems can make the mobile solution inherently unstable and lead to a disparity between the situation out-in-the-field, on stock, engineers’ timesheets and resource utilisation, and your back-office systems for scheduling, billing and reporting.

User resistance

Sometimes the biggest barrier to a successful roll-out of mobile technology is a psychological one. However, as research shows, engineers can be some of the most positive adopters of mobile.

Unnecessary complexity

Organisations embarking on mobile initiatives can attempt too much too soon.

Lack of synchronization

Whether working in a remote part of the country or stuck onsite in a basement, there are bound to be times when your engineers have poor connection or no signal at all. If the facility isn’t available to work offline, engineers operating in less-than-ideal conditions will be forever catching up, entering data later in the day.

So how can you overcome these barriers and what can you do to improve your chances of successful mobile adoption across your entire organisation?

Choose a system with mobile technology at its core

Avoid field service management systems where mobile functionality has been bolted on at a later stage. A seamless flow of information from the field to the back-office is essential.

Encourage user adoption

Engage your engineers at an early stage of the mobile implementation process through team meetings and later through formal training. In the Field Service News research, of those companies that did involve their field workers in the selection process the overwhelming majority (93%) felt that doing so had aided adoption of their chosen solution.

Keep it simple

Don’t try to introduce too much functionality too quickly. A gradual phased approach can in the long run be more effective than a ‘big bang’ implementation.

Connectivity is key

To be fully effective, your engineers need to be able to use the mobile solution offline as well as online. It must offer the ability to store information such as photographs, worksheets and customers’ signatures that are entered onsite, and then automatically transmit this information back to the call-handling centre once coverage is regained.

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Our Industry Leaders interviews series continues  with an exclusive interview by Field Service NEws Editor-in-Chief, Kris Oldland with ServicePower CEO Marne Martin. In Part 1  they talk about the thinking behind the development of  the new NEXUS FS^TM  software, and the importance of user-friendly interfaces and deep functionality...

It’s been a busy time for the team at ServicePower, a company heavily focused on the constant evolution of their own suite of products, with a clear strategy of exploring and harnessing the latest emerging technologies and implementing them within their own solutions aimed solely at the field service management sector.

The recent release of NEXUS FS^TM  an enterprise-class, cloud-based field service management solution designed to be suitable for any sized service business is the latest addition to the Service Power line. It incorporates comprehensive mobile dispatch functionality that sits well with the dynamic scheduling engine that ServicePower is perhaps best known for.

In Marne Martin,  ServicePower have a focused and savvy CEO, with a strong background in highly senior roles, with both a passion for innovation and an understanding of what it takes to drive business forward. It is clear that Martin has a clear vision of the road map ServicePower needs to be taking both in the short to medium term as well and way beyond.

“We’ve really taken what we have -  a twenty year deep and rich experience in field service - and have accelerated it into new product development and innovation of our existing applications, to find new ways of approaching the pain points and needs of the field service industry,” Martin begins as we discuss where exactly ServicePower are in their development right now.

“Especially, the last twelve to eighteen months we’ve really accelerated,” she continues.  “We acquired the source code for mobility in January 2013 and we’ve actually built out a leading mobility product, so we’ve been able to leapfrog our competition in many regards.”

Our conversation is taking place just after the announcement of NEXUS FS^TM  which has a definitively fresh and modern feel with a lot of focus on the user experience. This is something that will sit across the suite of ServicePower products in the not too distant future and is clearly a consideration for the development of their product line.

The importance of the User Interface

“With the existing applications we’re about half way through migrating the User Interfaces to the really great new look and feel of NEXUS FS^TM . We’re using angular JS and Bootstrap but we’re looking at new technologies all the time and it’s a really beautiful UI,” Martin comments.  “Even when you think about what Salesforce and some of the really big players are doing, I feel we are really at the cutting edge now.”

UI has become an integral element of what makes a successful business application in today’s modern environment and this is something Martin is acutely aware of.

“You can’t underestimate how radically Apple has changed everything. With what they put out with the iPhone and how it looks and feels. You certainly have leaders in software that really care about user experience and UI like Salesforce, but I think Apple with the penetration they had really took it to the next level”

So how does this Martin filter this approach into her own organisation?

“The key is taking what we’ve done with some of the new technology, and then making sure we have integrated a great user experience throughout the other applications, modernising the UI, but not losing all the functionality that we have built over the last twenty years. It’s a really exciting time”

“I think ten years ago there were certainly some competitors that were more proactive in terms of UI than ServicePower were but we’ve actually worked to leapfrog them and even go beyond Salesforce is at the moment using them and Apple as a benchmark”

“Even if you look back at TOA at the time, they had a great UI and ClickSoftware were doing some UI development maybe ten years ago but I think we’ve actually moved beyond that.”

“At this point we are benchmarking off ourselves in a way; we have a great team led by Steve Higgins who joined with us in late January, and then he has integrated with all the various product teams with the existing applications. The product guys were just at Dreamforce the other week and they walked away saying wow we are actually ahead in certain areas now. I’m really proud of that.”

However, Martin is also keenly aware that mission critical software, especially at enterprise level, cannot be all style and no substance.

“When we look at SMB solutions on the Internet you know they want to see a UI like that but when ultimately when it comes to the enterprise deals, when you get to a certain scale it is still all about the functionality,” she explains.

 

“The UI is nice but in the end what enterprise level field service organisations care about is things like our ability to do real-time optimisation, heavy duty management of third party contractors, the warranty claims,  analytics -  all these things.”

“A great UI is necessary now, but it’s not enough - you’ve got to have depth of functionality because that’s what gives a barrier to entry,” Martin states before adding, “With a hundred grand I might be able to spin up a little UI and an app, but I’m never going to be able to get a robust solution that will satisfy the leading enterprises as well as having the depth of functionality.”

And with a product development road map starting to come to fruition, the next stage for ServicePower is an aggressive growth period as they seek to capitalise on the attention a raft of awards and recognition their technology has gathered as they’ve continually sought to improve their own suite of solutions.

Martin admits the next phase of their strategy is to really focus on sales execution now. “I think we have a very good position now in terms of growing our brand awareness, recognition of the technology in the product suite that now we can really start scaling on sales execution. That’ll be the big push the year forward.”

Look out for the second part of this exclusive interview coming next week....

 

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