ARCHIVE FOR THE ‘the-big-discussion’ CATEGORY
Sep 03, 2019 • Features • Fleet Technology • dynamic scheduling • fast lean smart • FieldAware • fleet • The Big Discussion
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector. In the first of a new four part series, we turn our attention to dynamic scheduling where our panel includes...
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the first of a new four part series, we turn our attention to dynamic scheduling where our panel includes FieldAware's Mark Tatarsky and Fast Lean Smart's Chris Welsh...
Given the increasing challenges of last-mile service delivery, how crucial is optimised scheduling for field service excellence?
Marc Tatarsky, SVP Marketing, FieldAware
As markets become hyper-competitive, service delivery has become a key differentiator in winning and retaining customers.
Delivering consistent, high-quality service in the last mile is essential. New sources of competition are entering from different verticals, and service organisations are required to support a broader range of products, service offerings, and customers across both metropolitan and rural regions.
These increasing competitive pressures have service organizations turning to optimized scheduling to improve the delivery of their service commitments. Optimized scheduling now encapsulates the workflows, decision-making processes, and the criteria service providers use to execute on the customer journey and create genuine differentiation consistently.
Key to this approach is new generation optimisation engines. These modern optimisation tools provide the ability to configure “micro scheduling.” These new tools enable providers to uniquely configure optimisation capabilities to support different team sizes, multiple product lines, as well as regional and seasonality needs.
This approach of building business policies that reflect optimisation needs at an atomic level provides the basis for rapid time to value. Micro scheduling not only facilitates efficient execution of the initial implementation, but it also helps with the introduction of new service lines, products, and regions. It enables service providers to react to and create a competitive advantage based on changes in the market and seasonal demands.
Chris Welsh, Director, FLS – FAST LEAN SMART
Last mile service delivery has always relied on good scheduling for field service excellence. With increasing pressure to achieve more with less and time-window/SLA expectations shortening, it is harder than ever to achieve this well without a schedule optimiser.
The best scheduling technology will not only plan accurately but also have ability to dynamically react in real-time to the progress of travel and work changes on the day. Engineer job allocation will re-optimise automatically to ensure priorities, including emergency jobs, are best met within available resources, highlighting SLA’s or appointments that will be missed so a Planner can override by exception.
This dynamic operation does not suit all service businesses and the technology is flexible. For example, many appointment based companies want the schedule finalised and ‘fixed’ for engineers the night before.
In this case the system will display real-time progress and give accurate prediction of when appointment windows will not be met or the engineer late home. By exception, the company may then decide to reassign using system recommendations.
The further importance for optimised scheduling is the ability to provide auto notification of arrival times and Uber-style tracking the engineer’s arrival by the customer on their phone. FLS were ahead when we launched this with FLS Portal last year and the function is increasingly an expectation for field service.
The second part of the big discussion will be published next week, when the panel are asked if optimised scheduling should be an accepted part of a wider FSM platform.
In the first of a new four part series, we turn our attention to dynamic scheduling where our panel includes FieldAware's Mark Tatarsky and Fast Lean Smart's Chris Welsh...
Given the increasing challenges of last-mile service delivery, how crucial is optimised scheduling for field service excellence?
Marc Tatarsky, SVP Marketing, FieldAware
As markets become hyper-competitive, service delivery has become a key differentiator in winning and retaining customers.
Delivering consistent, high-quality service in the last mile is essential. New sources of competition are entering from different verticals, and service organisations are required to support a broader range of products, service offerings, and customers across both metropolitan and rural regions.
These increasing competitive pressures have service organizations turning to optimized scheduling to improve the delivery of their service commitments. Optimized scheduling now encapsulates the workflows, decision-making processes, and the criteria service providers use to execute on the customer journey and create genuine differentiation consistently.
Key to this approach is new generation optimisation engines. These modern optimisation tools provide the ability to configure “micro scheduling.” These new tools enable providers to uniquely configure optimisation capabilities to support different team sizes, multiple product lines, as well as regional and seasonality needs.
This approach of building business policies that reflect optimisation needs at an atomic level provides the basis for rapid time to value. Micro scheduling not only facilitates efficient execution of the initial implementation, but it also helps with the introduction of new service lines, products, and regions. It enables service providers to react to and create a competitive advantage based on changes in the market and seasonal demands.
Chris Welsh, Director, FLS – FAST LEAN SMART
Last mile service delivery has always relied on good scheduling for field service excellence. With increasing pressure to achieve more with less and time-window/SLA expectations shortening, it is harder than ever to achieve this well without a schedule optimiser.
The best scheduling technology will not only plan accurately but also have ability to dynamically react in real-time to the progress of travel and work changes on the day. Engineer job allocation will re-optimise automatically to ensure priorities, including emergency jobs, are best met within available resources, highlighting SLA’s or appointments that will be missed so a Planner can override by exception.
This dynamic operation does not suit all service businesses and the technology is flexible. For example, many appointment based companies want the schedule finalised and ‘fixed’ for engineers the night before.
In this case the system will display real-time progress and give accurate prediction of when appointment windows will not be met or the engineer late home. By exception, the company may then decide to reassign using system recommendations.
The further importance for optimised scheduling is the ability to provide auto notification of arrival times and Uber-style tracking the engineer’s arrival by the customer on their phone. FLS were ahead when we launched this with FLS Portal last year and the function is increasingly an expectation for field service.
The second part of the big discussion will be published next week, when the panel are asked if optimised scheduling should be an accepted part of a wider FSM platform.
Aug 07, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • IFS • skills • The Big Discussion • OverIT • Librestream
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector. In the final part of our forum on Augmented Reality, contributors including Stephen Jeffs-Watts, Senior Advisor Service...
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the final part of our forum on Augmented Reality, contributors including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream offer their advice on what service professionals should ask an AR vendor when considering an AR solution.
What is the one key question you would advise a field service director to ask an Augmented Reality vendor when potentially seeking a solution to implement within their business?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
There will be many questions the field service director will be asked by colleagues, customers, or supply chain partners. Addressing the questions upfront is very important and the AR vendors should all be able to answer them. For example, you need the answer to questions like ‘how do you handle privacy issues’? Or, more basic than that, ‘when I move beyond the pilot phase, will IT let me deploy?’
We felt it was important to identify the common challenges we’ve experienced with customers during deployment. We worked with customers and analysts to develop the Remote Expert Industry Guide.
Our longevity in the AR space has made it clear that sharing video or capturing data digitally can be a touchy subject, especially when end customers are involved. Field service directors and their colleagues need reassurance that the vendor they choose can provide the solution.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
I would like them to ask: “Do you provide an AR App or an Augmented Reality product?”
An Augmented Reality product, such as SPACE1, is a no-code authoring platform, which allows non-technical users to create intuitive and visual work instructions, making them virtually available to any technician. Furthermore, it enables collaboration for training and maintenance purposes.
Any company, looking into AR, should consider only products offering crossplatform support for handhelds, desktop and AR wearables where both realtime remote assistance and access to pre-built AR work instructions can be
served simultaneously, in one single application.
Moreover, decision-makers should select only solutions providing secure data handling in compliance with IT requirements and online/offline capabilities which make the information technicians need available, regardless of any potential connection issue.
Last but not least, features to capture images, annotations and screenshots, add documentation and record live support sessions under the expert guidance (both verbal and supported by visual annotations) are particularly useful in view of future use and sharing.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
“What areas of my service delivery organisation will be affected by deploying AR technology and how do I manage change effectively to ensure successful adoption of your product?”
You can read the first instalment of this Big Discussion here, the second here and the third part here.
In the final part of our forum on Augmented Reality, contributors including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream offer their advice on what service professionals should ask an AR vendor when considering an AR solution.
What is the one key question you would advise a field service director to ask an Augmented Reality vendor when potentially seeking a solution to implement within their business?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
There will be many questions the field service director will be asked by colleagues, customers, or supply chain partners. Addressing the questions upfront is very important and the AR vendors should all be able to answer them. For example, you need the answer to questions like ‘how do you handle privacy issues’? Or, more basic than that, ‘when I move beyond the pilot phase, will IT let me deploy?’
We felt it was important to identify the common challenges we’ve experienced with customers during deployment. We worked with customers and analysts to develop the Remote Expert Industry Guide.
Our longevity in the AR space has made it clear that sharing video or capturing data digitally can be a touchy subject, especially when end customers are involved. Field service directors and their colleagues need reassurance that the vendor they choose can provide the solution.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
I would like them to ask: “Do you provide an AR App or an Augmented Reality product?”
An Augmented Reality product, such as SPACE1, is a no-code authoring platform, which allows non-technical users to create intuitive and visual work instructions, making them virtually available to any technician. Furthermore, it enables collaboration for training and maintenance purposes.
Any company, looking into AR, should consider only products offering crossplatform support for handhelds, desktop and AR wearables where both realtime remote assistance and access to pre-built AR work instructions can be
served simultaneously, in one single application.
Moreover, decision-makers should select only solutions providing secure data handling in compliance with IT requirements and online/offline capabilities which make the information technicians need available, regardless of any potential connection issue.
Last but not least, features to capture images, annotations and screenshots, add documentation and record live support sessions under the expert guidance (both verbal and supported by visual annotations) are particularly useful in view of future use and sharing.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
“What areas of my service delivery organisation will be affected by deploying AR technology and how do I manage change effectively to ensure successful adoption of your product?”
You can read the first instalment of this Big Discussion here, the second here and the third part here.
Jul 31, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • IFS • skills • The Big Discussion • OverIT • Librestream
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector. In the third of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor...
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the third of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream ponder AR's future role in service. Will it be ubiquitous as a rugged device?
Do you think AR will become a mainstream/commonplace part of field service operations within the near future?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
This question is an interesting one. AR is a large bucket. If you look at proven capabilities such as remote expert guidance and digital work instructions, AR is already a mainstream capability for market leaders.
Other AR capabilities such as 3D modeling and cognitive services, while important parts of the digital transformation journey, are further out in maturity. For these proven AR tools, we’ve experienced a shift from Operations to IT led sourcing to deploy at scale across an enterprise.
At scale, these enterprises report strong operational results such as:
• 30% Productivity gain from ‘just in time’ mentoring of field techs;
• 5-10% Increase in asset up-time;
• 50% Reduction in support call duration;
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
Most consulting firms agree that by 2022 over 50% of field service providers will offer a specialized digital customer experience enabling both two-way interaction and workflow initiation through multiple human and non-human channels.
The prediction is confirmed by the fact that OverIT, as an AR product supplier, is no longer reaching out to potential customers to make them aware of the power of such technology, but instead is proactively contacted by prospects who have already developed a well-defined AR strategy for their business. OverIT with more than 85K active users on field have the expertise to guide them in this process.
We are facing the ROI era and Augmented Reality is no longer a proof-of concept.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
The current technology inflection point, where technologies like AR, Artificial Intelligence and machine learning will become pervasive, makes it one of the most exciting times to be working with service companies.
Many use-cases that, only a couple of years ago, seemed aspirational at best, are becoming more real and accessible every day.
We are certainly seeing more interest in this area from the industry as cost and complexity reduce – making the technology more accessible to a wider range of organisations.
The Feasibility of AR in Service report produced by the Service Council in 2017 found that 33% of respondents were already using AR, with 43% evaluating it. From what we see in the market, this upwards trajectory has continued and momentum is continuing to build.
The final part of the big discussion will be published next week. You can read the first instalment here and the second here.
In the third of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream ponder AR's future role in service. Will it be ubiquitous as a rugged device?
Do you think AR will become a mainstream/commonplace part of field service operations within the near future?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
This question is an interesting one. AR is a large bucket. If you look at proven capabilities such as remote expert guidance and digital work instructions, AR is already a mainstream capability for market leaders.
Other AR capabilities such as 3D modeling and cognitive services, while important parts of the digital transformation journey, are further out in maturity. For these proven AR tools, we’ve experienced a shift from Operations to IT led sourcing to deploy at scale across an enterprise.
At scale, these enterprises report strong operational results such as:
• 30% Productivity gain from ‘just in time’ mentoring of field techs;
• 5-10% Increase in asset up-time;
• 50% Reduction in support call duration;
• 20% Acceleration in time to resolution.
In addition to these tangible results, our customers describe how AR also provides them with competitive differentiation, worker safety, premium service offers, and worker retention opportunities.
In addition to these tangible results, our customers describe how AR also provides them with competitive differentiation, worker safety, premium service offers, and worker retention opportunities.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
Most consulting firms agree that by 2022 over 50% of field service providers will offer a specialized digital customer experience enabling both two-way interaction and workflow initiation through multiple human and non-human channels.
The prediction is confirmed by the fact that OverIT, as an AR product supplier, is no longer reaching out to potential customers to make them aware of the power of such technology, but instead is proactively contacted by prospects who have already developed a well-defined AR strategy for their business. OverIT with more than 85K active users on field have the expertise to guide them in this process.
We are facing the ROI era and Augmented Reality is no longer a proof-of concept.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
The current technology inflection point, where technologies like AR, Artificial Intelligence and machine learning will become pervasive, makes it one of the most exciting times to be working with service companies.
Many use-cases that, only a couple of years ago, seemed aspirational at best, are becoming more real and accessible every day.
We are certainly seeing more interest in this area from the industry as cost and complexity reduce – making the technology more accessible to a wider range of organisations.
The Feasibility of AR in Service report produced by the Service Council in 2017 found that 33% of respondents were already using AR, with 43% evaluating it. From what we see in the market, this upwards trajectory has continued and momentum is continuing to build.
The final part of the big discussion will be published next week. You can read the first instalment here and the second here.
Jul 24, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • IFS • skills • The Big Discussion • OverIT • Librestream
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector. In the second of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor...
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the second of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream discuss what role the technology can play in the challenge around an ageing workforce.
What role can AR play in helping field service companies overcome the ageing workforce crisis they may be facing?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
As the ageing workforce continues to challenge field service operations, the need to transfer and harness the knowledge of these experts is undeniable. With statistics such as 10,000 workers retiring every day in the US market for example, it is clear why this trend is a major driver for AR within field service.
The ageing workforce challenge is also compounded by the introduction of millennial workers. One of our industrial customers shared that it costs up to $1M and nine months to train a new worker to the previous SME standard. With millennials staying an average of three years, doing things the old way is not sustainable.
Using AR to provide ‘just in time’ training instead of ‘just in case’ training is essential. This ‘just in time’ training is achievable with AR solutions like digital work instructions to step them through a process and remote expert guidance to access advice on the job.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
AR makes it easier for companies to move from an employee-centric approach to a wider and constantly evolving enterprise-centric approach where knowledge and know-how transfer are the core elements.
Every company should aim at equipping both technicians and operators with a user-friendly solution which does not require any coding skills for generating new content but instead creates a collaborative working environment where knowledge is easily shared.
Customer satisfaction plays also a pivotal role when it comes to determining the success of a company and the ability to provide the technician with the expertise needed at the right moment helps to reach this ambitious goal.
The spread of consumers’ devices and user-friendly AR products is smoothing such transitions provide all employees, from millennials to more senior operators, with the essential skills required. An AR solution should always adapt to the company information architecture employed and each user should be able to access the data needed to augment the real world with rich and intuitive content.
Choosing an integrated platform, which is flexible and can be easily connected to the existing systems, such as ERP and IoT, will allow enterprises to quickly see the benefits AR can offer to pave the way for success.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
The key use-case in this area is the remote expert whose expertise can be leveraged across multiple field technicians to rapidly increase competency in the field.
This is critical in supporting the next wave of service technicians which the industry needs as more experienced technicians leave the workforce.
This use-case also provides a potential way to extend the career of some technicians, re-deploying field-based workers as remote experts whose specific objective is to increase competence and transfer their extensive knowledge, gained through years of in-field experience, to the next generation of technicians.
The third part of the big discussion will be published next week. You can read the first instalment here.
In the second of a four part series on Augmented Reality, our panel including Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream discuss what role the technology can play in the challenge around an ageing workforce.
What role can AR play in helping field service companies overcome the ageing workforce crisis they may be facing?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
As the ageing workforce continues to challenge field service operations, the need to transfer and harness the knowledge of these experts is undeniable. With statistics such as 10,000 workers retiring every day in the US market for example, it is clear why this trend is a major driver for AR within field service.
The ageing workforce challenge is also compounded by the introduction of millennial workers. One of our industrial customers shared that it costs up to $1M and nine months to train a new worker to the previous SME standard. With millennials staying an average of three years, doing things the old way is not sustainable.
Using AR to provide ‘just in time’ training instead of ‘just in case’ training is essential. This ‘just in time’ training is achievable with AR solutions like digital work instructions to step them through a process and remote expert guidance to access advice on the job.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
AR makes it easier for companies to move from an employee-centric approach to a wider and constantly evolving enterprise-centric approach where knowledge and know-how transfer are the core elements.
Every company should aim at equipping both technicians and operators with a user-friendly solution which does not require any coding skills for generating new content but instead creates a collaborative working environment where knowledge is easily shared.
Customer satisfaction plays also a pivotal role when it comes to determining the success of a company and the ability to provide the technician with the expertise needed at the right moment helps to reach this ambitious goal.
The spread of consumers’ devices and user-friendly AR products is smoothing such transitions provide all employees, from millennials to more senior operators, with the essential skills required. An AR solution should always adapt to the company information architecture employed and each user should be able to access the data needed to augment the real world with rich and intuitive content.
Choosing an integrated platform, which is flexible and can be easily connected to the existing systems, such as ERP and IoT, will allow enterprises to quickly see the benefits AR can offer to pave the way for success.
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
The key use-case in this area is the remote expert whose expertise can be leveraged across multiple field technicians to rapidly increase competency in the field.
This is critical in supporting the next wave of service technicians which the industry needs as more experienced technicians leave the workforce.
This use-case also provides a potential way to extend the career of some technicians, re-deploying field-based workers as remote experts whose specific objective is to increase competence and transfer their extensive knowledge, gained through years of in-field experience, to the next generation of technicians.
The third part of the big discussion will be published next week. You can read the first instalment here.
Jul 17, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • IFS • skills • The Big Discussion • OverIT • Librestream
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector. In the first of a new four part series, we turn our attention to Augmented Reality where our panel includes Stephen...
In the Big Discussion we bring together a panel of industry experts and focus on one key topic within the field service sector.
In the first of a new four part series, we turn our attention to Augmented Reality where our panel includes Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream...
Why should field service companies deploy an augmented reality solution if they already have a peer-to-peer video tool (such as Facetime or Skype) already available and free to use?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
Choosing a video chat product as a remote expert augmented reality (AR) solution can seem like an easy path to fulfilling an immediate need.
As AR platforms and capabilities like remote expert guidance have matured, enterprises have developed clear requirements for security, IT controls, usability and performance. Requirements that these kinds of tools are not able to meet. For example, how will the solution perform in low bandwidth environments? Can IT control how much bandwidth will be consumed?
How can I quickly engage supply chain experts and customers? How can I be sure my content is safe and meets privacy requirements?
We deployed the first AR remote expert solution in 2006 – long before remote expert guidance was part of AR. Over the past 12+ years, our enterprise customers like Rolls Royce, NOV, Colgate-Palmolive, SGS, and hundreds more have guided the development of our solution to solve these difficult challenges.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
Augmented Reality does not imply the use of a mere Remote Support solution but of an advanced tool aiming at supporting field technicians in their daily tasks through advanced collaboration and content sharing features.
AR solutions, such as OverIT’s product SPACE1, offer both real-time remote assistance and access to pre-built AR work instructions simultaneously.
In this way, support means collaboration and remote problem solving, but with a groundbreaking concept in mind. When assistance was guided by standard videos, both field technician and remote operator had to rely solely on voice instructions. SPACE1 is one step ahead, allowing experts to make marks that stick where drawn and annotations to be displayed on the users’ point of view while supporting them. Moreover, it enables the sharing of digital twins to be set where the remote expertise is needed, thus broadening traditional field working modalities and creating a brand-new cooperative virtual environment. See it in action here.
By using AR products users can capture images, record live support sessions to retain and share the expert assistance (both verbal and supported by visual annotations) in the future or even generate reports and offer actionable insights into improvement opportunities while providing additional employee training.v
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
AR is a far broader topic, with wider use-cases and implications than simply being used for video calls and ad-hoc collaboration.
AR solutions, embedded in the service delivery process can greatly enhance and enrich the customer experience.
One of the most compelling use-cases is in service call avoidance; where AR, when implemented in a seamless manner, empowers contact agents with enhanced diagnostics capabilities and tooling – being able to see and remotely guide the customer in triage with directive instructions, document sharing and image mark-up. These capabilities can reduce down-time, avoid the need to send a field technician to site and thus directly improve customer satisfaction. Additionally, compliance obligations can also be met through integrated session recording; which isn’t possible in the peer-to-peer space.
That same capability can then be deployed in the field; giving the technicians and the remote experts guiding them much wider capability with a resulting increase in effectiveness and efficiency. In this way, the technology increases first-time-fix rates, improving cost-to-serve and providing another dimension in improving the customer experience.
The second part of the big discussion will be published next week, when the panel answer questions on the role that AR can play in the challenges that come with an ageing workforce.
In the first of a new four part series, we turn our attention to Augmented Reality where our panel includes Stephen Jeffs-Watts, Senior Advisor Service Management, IFS, Francesco Benvenuto Product Marketing Manager, SPACE1 by OverIT and John Bishop, President, Librestream...
Why should field service companies deploy an augmented reality solution if they already have a peer-to-peer video tool (such as Facetime or Skype) already available and free to use?
JOHN BISHOP, PRESIDENT, LIBRESTREAM
Choosing a video chat product as a remote expert augmented reality (AR) solution can seem like an easy path to fulfilling an immediate need.
As AR platforms and capabilities like remote expert guidance have matured, enterprises have developed clear requirements for security, IT controls, usability and performance. Requirements that these kinds of tools are not able to meet. For example, how will the solution perform in low bandwidth environments? Can IT control how much bandwidth will be consumed?
How can I quickly engage supply chain experts and customers? How can I be sure my content is safe and meets privacy requirements?
We deployed the first AR remote expert solution in 2006 – long before remote expert guidance was part of AR. Over the past 12+ years, our enterprise customers like Rolls Royce, NOV, Colgate-Palmolive, SGS, and hundreds more have guided the development of our solution to solve these difficult challenges.
FRANCESCO BENVENUTO, PRODUCT MARKETING MANAGER, SPACE1 BY OVERIT
Augmented Reality does not imply the use of a mere Remote Support solution but of an advanced tool aiming at supporting field technicians in their daily tasks through advanced collaboration and content sharing features.
AR solutions, such as OverIT’s product SPACE1, offer both real-time remote assistance and access to pre-built AR work instructions simultaneously.
In this way, support means collaboration and remote problem solving, but with a groundbreaking concept in mind. When assistance was guided by standard videos, both field technician and remote operator had to rely solely on voice instructions. SPACE1 is one step ahead, allowing experts to make marks that stick where drawn and annotations to be displayed on the users’ point of view while supporting them. Moreover, it enables the sharing of digital twins to be set where the remote expertise is needed, thus broadening traditional field working modalities and creating a brand-new cooperative virtual environment. See it in action here.
By using AR products users can capture images, record live support sessions to retain and share the expert assistance (both verbal and supported by visual annotations) in the future or even generate reports and offer actionable insights into improvement opportunities while providing additional employee training.v
STEPHEN JEFFS-WATTS, PRODUCT MANAGER, SERVICE MANAGEMENT, IFS
AR is a far broader topic, with wider use-cases and implications than simply being used for video calls and ad-hoc collaboration.
One of the most compelling use-cases is in service call avoidance; where AR, when implemented in a seamless manner, empowers contact agents with enhanced diagnostics capabilities and tooling – being able to see and remotely guide the customer in triage with directive instructions, document sharing and image mark-up. These capabilities can reduce down-time, avoid the need to send a field technician to site and thus directly improve customer satisfaction. Additionally, compliance obligations can also be met through integrated session recording; which isn’t possible in the peer-to-peer space.
That same capability can then be deployed in the field; giving the technicians and the remote experts guiding them much wider capability with a resulting increase in effectiveness and efficiency. In this way, the technology increases first-time-fix rates, improving cost-to-serve and providing another dimension in improving the customer experience.
The second part of the big discussion will be published next week, when the panel answer questions on the role that AR can play in the challenges that come with an ageing workforce.
Mar 20, 2019 • Augmented Reality • connectivity • Data • Future of FIeld Service • Workforce • Bill Pollock • Cloud services • FieldAware • IoT • skills • Strategies for GrowthSM • The Big Discussion • Marc Tatarsky • SimPRO • Waste Management
Concluding our series our experts, Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify potential areas of concern for service companies to look out for in 2019.
Concluding our series our experts, Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify potential areas of concern for service companies to look out for in 2019.
What is the biggest area of concern that field service companies should address in the next 12 months?
BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The biggest area of concern for field service companies in the next 12 months will be, if they’re already somewhat behind the technology curve (or with respect to the competitive landscape), what do they need to do today to ensure that they will not fall further behind? And, it’s not just a matter of technology either; many FSOs will need to alter their corporate philosophy and mentality as well.
Technology goes hand-in-hand with the personnel that use it, so attention must also be given to how the organisation goes about replacing, and/or supplementing, its existing field force with new hires or the use of outside, third-party “feet on the street” support.
The services world is evolving so quickly, that any missteps along the way can be devastating – so every step, every move counts.
There will also be no time for any intra-mural infighting – only for collaboration and inter-departmental cooperation. Equipment will keep on breaking, and end-of-lifecycles are getting increasingly shorter. As such, there will always be the need for services organisations to deliver their support! However, only those that have the technological and corporate wherewithal to continually improve the way in which they deliver their services will rise to the top of the competitive order – and stay there!
MARC TATARSKY, SVP MARKETING, FIELD AWARE
The phrase ‘doing more with less’ is common in field service and that can be in relation to numerous resources and assets.
The workforce is a key element in this equation and can preoccupy a great deal of management time. There are concerns over an aging workforce in field service, a high turnover of workers and a shrinking pool of talent as demand increases.
Technology plays a critical role in any succession and resource planning. This may be empowering the workforce with automation to streamline operations, bring in best practice and increase productivity without the need to increase numbers. Using technology differently or embracing emerging technologies to enable remote expert capabilities, so a more experienced worker assists others.
Also attracting new workers, especially millennials, for whom, the latest technology is a big part of everyday life. The technology has to be right for both worker and the organisation to get maximum benefit
RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
Technology is changing at a rapid pace. The technology we use today is very different from that we used five years ago so businesses will always have the challenge of how they can ensure the systems and technology they use are still current. Taking a long term view of the business requirement is vital.
Many businesses consider an off-the-shelf solution won’t fit the unique needs of the business. But think again! Overtly customised solutions can lead to restrictions with software updates and integrations with other systems in the future - not to mention a great deal of ongoing expense and time that should be spent on running the business.
Cloud-based software providers frequently release new updates (that are included in the licence fee) to help businesses stay ahead of tech trends. By ensuring the systems you use now are fit for-purpose, you’ll be able to keep up with future technological developments.
You can read the first instalment of The Big Discussion here, the second here and the third here.
Mar 11, 2019 • Augmented Reality • connectivity • Data • Future of FIeld Service • Workforce • Bill Pollock • FieldAware • IoT • skills • Strategies for GrowthSM • The Big Discussion • Marc Tatarsky • SimPRO • Waste Management
In the third of our four-part series, our industry experts Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify key areas of focus for field service managers in 2019.
In the third of our four-part series, our industry experts Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify key areas of focus for field service managers in 2019.
What do you think should be the key areas of focus for field service managers across the next twelve months?
BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The next most important areas of focus for field service managers in the coming 12 months will likely be among the following three items:
(1) embracing the “new” technologies to support an expanded and enhanced capability to deliver their respective service offerings. Artificial Intelligence (AI) and Machine Learning have been around for more than 50 years, but are still relatively new to the services segment – but, it’s time to build them into your service operations!
(2) Changing the way in which you deliver – and price – your service offerings. Traditional break/fix service is essentially “dead”. Long live predictive diagnostics and predictive maintenance! Have you spoken to any chat bots lately? Well, you will!
(3) Re-engineering the way you measure performance metrics, or KPIs. MeanTime Between Failures (MTBF) and Mean-Time-to-Repair (MTTR) will not mean anything in an environment where services are being performed remotely on an ongoing basis. It will be time to replace some of the old “tried and true” KPIs with new ones that can measure systemic productivity, rather than merely individual field technician productivity. It’s time to rethink the entire service delivery process – and adjust to it!
MARC TATARSKY, SVP MARKETING, FIELD AWARE
Integration capability tops software selection criteria consistently for field service leaders. Even those who have been hesitant to integrate in the past, can now see that integration capabilities are far more advanced. Working with the right FSM software creates rapid time to value and ensures minimal risk.
Essentially the integration of FSM solutions into existing business systems of record means there is no disruption to ERP, CRM and accounting systems. Ultimately the real value is delivered through synchronized workflows, enhanced reporting and extending results beyond the current systems. Data integration yields actionable outcomes and connectivity to the wider business.
Field service has long been seen as simply a business cost, but leaders now recognise that integration can elevate their service operation, transforming it to a value-driving organisation that delivers broader business results. The evolution of field service through integration should be a focus to unlock this business value.
RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
We continue to see businesses turning to software and technology to improve the efficiency of their workforce and to support customer service.
Smart connected products and IoT technology is transforming field service operations and we’ll see more adoption of this over the next twelve months. The predictive model not only reduces the cost of reactive maintenance but it addresses any issues before they become critical. For the customer, they won’t ever need to worry about needing to deal with a broken asset ever again.
We already have a number of customers running trials of our IoT technology. Not only are they winning new contracts off the back of it but it’s helping to increase the lifetime value of their existing customers.
The final part of The Big Discussion. You can read the first instalment here, and the second here.
Mar 04, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • Bill Pollock • FieldAware • IoT • skills • Strategies for GrowthSM • The Big Discussion • Marc Tatarsky • SimPRO • Waste Management
In the second of our four-part series, our industry experts Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, tackle the area of IoT and its role in field service.
In the second of our four-part series, our industry experts Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, tackle the area of IoT and its role in field service.
In The Big Discussion we bring together three industry experts and put four key questions for them to answer to give us a balanced view of the major trends impacting the field service sector. This week, the panel look at the impact of IoT in field service and whether it will become a necessity for firms to embrace if they are to keep ahead of the service curve.
IoT has become an increasingly key discussion amongst field service companies in recent years - do you think it will soon be essential for field service companies to embrace IoT?
BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
I believe it is already essential for field service companies to embrace the IoT. That ship has already sailed – and those FSOs that run their services operations on an IoT platform are already beginning to see the return on their investment.
The enormous amount – and wealth – of data that is now being generated through the use of an IoT platform is turning many of the traditional ways of thinking upside-down. For example, it has created an environment where the “old” (i.e., last year’s) way of measuring performance is becoming almost instantly outdated. For example, last year, an FSO might have been assessing its service delivery performance on the basis of asset uptime or SLA compliance, etc. However, this year, they may need to gauge their performance via an entirely “new” set of KPIs!
Measuring your performance in providing “power by the hour” or “airplanes in the air” is quite a bit different than measuring on the basis of the number of monthly site visits, PM calls and asset uptime.
MARC TATARSKY, SVP MARKETING, FIELD AWARE
Undoubtedly, IoT has the potential to revolutionise field service in terms of moving to a predictive model of service, increasing efficiency, reducing cost while improving customer service. But any move to IoT is dependent on various operational factors. These include the prevalence of assets and existing IoT sensors, the ability to add IoT sensors to new sources to collect meaningful data and the technology maturity of the organisation and the FSM platform.
These factors can be dictated by numerous elements – company size, the industry and type of clients they serve, the complexity of the work, the value of assets and equipment they supply and service, and their leadership.
It is important for organisations to establish where they need to be in their operational and technological maturity to help the business thrive. For some companies transformative technologies, like IoT, are a key element of their planning and for others they may not figure at all.
RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
IoT is fast become an essential service offering that customers will ultimately demand of their service providers and it helps meet the requirement to deliver more for less for customers particularly for those installing and maintaining high-value assets!
When connecting these ‘Things’ to the Internet, using the live operational data and machine learning to analyse performance, it opens up the possibility of variable-based services based on machine condition and utilisation, rather than prescriptive frequency based visits and reactive calls.
This proactive approach can help lower TCO and increase uptime for customers and asset owners, whilst lowering the cost of operation and providing differentiation for the Service Provider. If you want to stay relevant in a competitive evolving market, now is the time to be considering how this technology can be incorporated into your own processes and service offerings.
The third part of The Big Discussion will be published next week. You can read the first instalment here.
Feb 25, 2019 • Features • Augmented Reality • Future of FIeld Service • Workforce • Bill Pollock • FieldAware • skills • Strategies for GrowthSM • The Big Discussion • Marc Tatarsky • SimPRO • Waste Management
In the first of a four-part series, we bring together three industry experts and put four key questions for them to answer to give us a balanced view of the major trends impacting the field service sector. With responses from Bill Pollock,...
In the first of a four-part series, we bring together three industry experts and put four key questions for them to answer to give us a balanced view of the major trends impacting the field service sector. With responses from Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, we look forward to what we can expect across the next twelve months.
2018 was a year in which we saw a number of significant changes move from the fringes of discussion within our industry to becoming an established part of mainstream discussion and in some cases fundamental parts of common place strategy within the field service sector.
The Internet of Things (IoT) for example, has become a staple part of field service delivery with many organisation having already adopted some layer of IoT technology which they are utilising within service delivery and the majority of those who have yet to take their first steps into connected field service are actively planning to do so in the not too distant future.
And as is often the case with technology in field service, the emergence of IoT in our sector, much as mobile did before it, has resulted in seismic changes into the processes and work-flows that underpin how we define service excellence. For example, we have seen servitization become an increasingly popular over-arching strategy for many manufacturers as they shift towards more customer-centric, service-focussed revenue strategies.
Even amongst those organisations who have yet to commit to a fully servitized business model, there are many who are shifting towards adopting a pro-active approach to service delivery, with increasing operational efficiencies and greater customer satisfaction two of the major benefits being heralded by such developments - which are again enabled and empowered by IoT.
Yet, at the same time other technologies that should be having positive impacts on field service delivery, in particular Augmented Reality (AR), have yet to evolve as rapidly, seemingly stagnating in the early adopter phase. Perhaps, 2019 may be the year we see AR finally emerge from its embryonic potential to also becoming a fully established part of the field service sector?
Or maybe, there will be other key breakthroughs, whether they be technologies, or strategies, that will shape the future of field serviceTo get a flavour of what we may expect across the next twelve months we’ve brought together a panel of experts to get their opinions on what to expect in 2019. We begin this series, however, by taking stock from last year.
Across the last twelve months what do you think has been the biggest shift in how we approach field service delivery?
BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The last 12 months have been quite a bit more active among global Field Services Organisations (FSOs) with respect to their acquisition and implementation of new technologies. For example, after having spent a number of years more as a perennial line item on an organisation’s “wish list”, Augmented Reality (AR) has gained a much wider acceptance, and is presently in use by more than twice as many FSOs as just a year earlier. In fact, the trend lines for AR adoption are have begun to increase at an accelerating rate.
We are now also seeing the further incorporation of Artificial Intelligence (AI) and Machine Learning into existing FSM systems.
As a result, many FSOs have already begun the transformation from the traditional break/fix model to the use of predictive diagnostics and AI-powered chatbots to facilitate and expedite.
MARC TATARSKY, SVP MARKETING, FIELD AWARE
We are seeing a convergence of technology capabilities changing how field service operations are being enabled. One of the key drivers of this convergence is analytics and a data platform that is empowering organisations to take insights from various new technologies (IoT, AR eg) and existing data within other Systems of Record to provide context and the ability to make “new” business decisions.
Field service organisations, due to the complexity of the operations, have always embraced technology and were early adopters of analytics. We are seeing an evolution of analytics in field service, moving from a need to turn data into information, to meaningful business insight and then to decision-making capabilities.
Over the past twelve months we are now experiencing a shift to a more strategic approach to business intelligence. Field service leaders are applying analytics to drive value-adding initiatives into the wider business, with customising service and product innovation, for example.
RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
There are a number of external pressures that are aggregating together forcing business to make a shift and change about how they are approaching field service delivery.
All businesses are looking to do more for less thanks to a skilled labour shortage, pricing pressures on services, travel and resource and compliance cost increases and customer demand for value.
During the last twelve months, we’ve seen more field service businesses looking to streamline and automate their operations to enable them to scale up their workforce without adding in more resources.
The second part of the big discussion will be published next week, when the panel answer questions on IoT.
2018 was a year in which we saw a number of significant changes move from the fringes of discussion within our industry to becoming an established part of mainstream discussion and in some cases fundamental parts of common place strategy within the field service sector.
The Internet of Things (IoT) for example, has become a staple part of field service delivery with many organisation having already adopted some layer of IoT technology which they are utilising within service delivery and the majority of those who have yet to take their first steps into connected field service are actively planning to do so in the not too distant future.
And as is often the case with technology in field service, the emergence of IoT in our sector, much as mobile did before it, has resulted in seismic changes into the processes and work-flows that underpin how we define service excellence. For example, we have seen servitization become an increasingly popular over-arching strategy for many manufacturers as they shift towards more customer-centric, service-focussed revenue strategies.
Even amongst those organisations who have yet to commit to a fully servitized business model, there are many who are shifting towards adopting a pro-active approach to service delivery, with increasing operational efficiencies and greater customer satisfaction two of the major benefits being heralded by such developments - which are again enabled and empowered by IoT.
Yet, at the same time other technologies that should be having positive impacts on field service delivery, in particular Augmented Reality (AR), have yet to evolve as rapidly, seemingly stagnating in the early adopter phase. Perhaps, 2019 may be the year we see AR finally emerge from its embryonic potential to also becoming a fully established part of the field service sector?
Or maybe, there will be other key breakthroughs, whether they be technologies, or strategies, that will shape the future of field serviceTo get a flavour of what we may expect across the next twelve months we’ve brought together a panel of experts to get their opinions on what to expect in 2019. We begin this series, however, by taking stock from last year.
Across the last twelve months what do you think has been the biggest shift in how we approach field service delivery?
BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The last 12 months have been quite a bit more active among global Field Services Organisations (FSOs) with respect to their acquisition and implementation of new technologies. For example, after having spent a number of years more as a perennial line item on an organisation’s “wish list”, Augmented Reality (AR) has gained a much wider acceptance, and is presently in use by more than twice as many FSOs as just a year earlier. In fact, the trend lines for AR adoption are have begun to increase at an accelerating rate.
We are now also seeing the further incorporation of Artificial Intelligence (AI) and Machine Learning into existing FSM systems.
As a result, many FSOs have already begun the transformation from the traditional break/fix model to the use of predictive diagnostics and AI-powered chatbots to facilitate and expedite.
MARC TATARSKY, SVP MARKETING, FIELD AWARE
We are seeing a convergence of technology capabilities changing how field service operations are being enabled. One of the key drivers of this convergence is analytics and a data platform that is empowering organisations to take insights from various new technologies (IoT, AR eg) and existing data within other Systems of Record to provide context and the ability to make “new” business decisions.
Field service organisations, due to the complexity of the operations, have always embraced technology and were early adopters of analytics. We are seeing an evolution of analytics in field service, moving from a need to turn data into information, to meaningful business insight and then to decision-making capabilities.
Over the past twelve months we are now experiencing a shift to a more strategic approach to business intelligence. Field service leaders are applying analytics to drive value-adding initiatives into the wider business, with customising service and product innovation, for example.
RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
There are a number of external pressures that are aggregating together forcing business to make a shift and change about how they are approaching field service delivery.
All businesses are looking to do more for less thanks to a skilled labour shortage, pricing pressures on services, travel and resource and compliance cost increases and customer demand for value.
During the last twelve months, we’ve seen more field service businesses looking to streamline and automate their operations to enable them to scale up their workforce without adding in more resources.
The second part of the big discussion will be published next week, when the panel answer questions on IoT.
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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