ARCHIVE FOR THE ‘toughbook’ CATEGORY

Technology buyers are in favour of spreading the cost of equipping their mobile workforces with notebooks, tablets and handheld devices, the latest research reveals.

78% of UK technology buyers said they would be interested in a subscription-based solution to equip mobile workforces.

Currently, buyers say their top considerations when purchasing mobile devices for their workforce are cost (72%) and life expectancy of the product (54%). Yet the majority of buyers still expect to replace their mobile workforces’ devices every 2-3 years.

Buyers said an “As a Service” approach for mobile hardware, as opposed to paying out in advance with a large, one-off capital expenditure, would help them to purchase up to date technology more quickly (54%), manage costs better (49%) and free up budget to purchase more accessories (34%).

 

"53% said it would help them to maintain and dispose of devices more effectively and 33% agreed it would be a more secure way of disposing of mobile technology..."

 

The new approach of payments for hardware spread over three years at 0% interest, with helpdesk support and secure, end of life disposal was also attractive to buyers for reasons beyond cash flow. 53% said it would help them to maintain and dispose of devices more effectively and 33% agreed it would be a more secure way of disposing of mobile technology.

The service elements buyers most wanted to be included in the subscription model were a three-year warranty (65%), a payment plan with 0% interest (46%), and delivery of devices straight to the workplace (46%). Optional extras they were keen to see offered included Insurance (45%), extended standard warranty (43%), accidental damage warranty (43%), accessories (39%), specialist software applications (34%) and a trade-in programme (34%).

Despite the enthusiasm for the service, 69% of buyers were unaware of companies offering the service-based solution with 0% interest.

The independent research, carried out by Opinion Matters on behalf of Panasonic Toughbook, questioned 250 UK technology buyers of notebooks, tablets and handheld devices for mobile workforces.

“With the rapid advances in design and functionality of mobile devices and the resulting productivity gains for mobile workforces, businesses are keen to keep up to date with the latest developments,” said Kevin Jones, Managing Director for the Panasonic Mobile Solution Business in Europe. “This is resulting in an expensive capital expenditure every two-three years. But buyers are telling us that they would much rather move to a new subscription-based model, similar to the growing popularity of software as a service. Panasonic’s new Toughbook as a Service Solution helps our current and future customers overcome this challenge.”

 

Toughbook as a Service

Panasonic launched its new Toughbook-as-a-Service (TaaS) earlier this year. It’s a unique, interest-free, monthly payment model for rugged devices. Businesses can now equip their mobile workforces with any rugged Panasonic Toughbook notebook, tablet or handheld device without having to worry about large upfront costs in capital expenditure.

Toughbook-as-a-Service is an end-to-end subscription, powered by European digital services provider, Econocom. It allows companies to pay for their Toughbook devices monthly, over a three-year period. Uniquely TaaS subscribers pay the same as a cash purchase, even though payments are spread over a longer term - eliminating the need for large upfront costs and allowing organisations to benefit from an OPEX-based solution rather than CAPEX.

 

"Toughbook-as-a-Service is an end-to-end subscription, powered by European digital services provider, Econocom..."

 

TaaS solutions include access to Panasonic Toughbook devices, delivery, 3-year warranty, helpdesk support, and end-of-life services such as collection, recycling and data wiping. As well as the rugged hardware, customers can choose to add into the monthly payment, on the same 0% interest terms*, options for their solution including vehicle mounts, docking stations, specialist software applications and other device accessories, as well as extended and accidental damage warranties.

Customers can also choose to personalise their TaaS subscription with a number of optional extras, including a trade-in programme, which allows businesses to upgrade their technology without losing the value of their existing estate. TaaS also provides the ability to bundle in airtime, MDM and data analytics, for example. 

* TaaS is a 0% finance OPEX solution, including up to 20% soft costs. If the transaction requires more than 20% soft costs/software, the interest rate over 3 years will be higher.

 

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Who are the most influential people in the global field service sector that you need to pay attention to in 2017?

The Field Service News #FSN20 is our list of the individuals we believe will be key influencers in our industry across the next twelve months. Those included in the list have been selected by our own panel of industry insiders, who were given the simple criteria of identifying people who will have a significant impact on field service thinking.

However, more than just an annual list of 20 individuals the #FSN20 has grown since it’s launch to become a true celebration of excellence and innovation within our industry.

There are some familiar names and some new faces on this years list and as always we don’t expect everyone to agree with our selection – at it’s heart the #FSN20 was conceived as a tool to get everyone in our industry thinking about who it is that they have come across in the global field service sector that has made them think, who has made them question the accepted paradigms, who has inspired them to do just one little thing more in their own day to day role.

The #FSN20 is not just about the list our panel has put together. It is about fostering discussion that celebrates the unsung heroes of the field service sector. So look out for the online version of this list as well to take part in the debate.

But for now, ladies and gentleman and without further a do, in no particular order, we are pleased to introduce the #FSN20 of 2017…

 

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Click here to see page one of the 2017 #FSN20

 

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Nick Frank, Founder and Managing Partner Si2 Partners

Having worked as an international consultant for over 6 years, Nick founded Si2 Partners last year bringing a new approach to consultancy by offering services on demand.

Nick’s focus is on service strategy development, servitization business models, ecosystems, innovation management, service operations and service business development. He works with companies in a diverse range of industries including engineering, high volume manufacturing, equipment manufacturers and technology. A regular columnist in the trade press and a excellent speaker often to be found at industry conferences, Nick also plays a pivotal role in organising the conference sessions for the UK not-for-profit group The Service Community.

 

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Michael Blumberg, President of Blumberg Advisory Group, Inc

Michael Blumberg is the President of Blumberg Advisory Group and is a recognised expert in Field Service and Reverse Logistics in High-Technology industry.

Michael’s thought leadership, service system planning and strategy formulation are cited as having helped many organisations increase profits and he is a prolific author publishing a number of well received projects including white papers and educational video projects.

 

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Aly Pinder, Director of Member Research & Communities, The Service Council

In previous editions we had a rule that we would only include one person per organisation within the #FSN20. However, ever since Aly moved from the Aberdeen Group to The Service Council, we knew we would have to repeal the rule, as both Aly and Sumair are industry heavy weights in terms of analysis of our industry.

In his new role he will be looking to further enhance the already well established research projects undertaken by The Service Community and his addition to their team makes The Service Council one of the most important groups in the entire global field service sector.

 

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Tom Heiser, CEO, ClickSoftware

It may perhaps be unfair to comment that when Heiser took the reigns of the field service management software stalwarts ClickSoftware the company was perhaps at it’s weakest point in some years, indeed they remain a leading provider of field service management solutions at the forefront of the industry.

Yet, based on the sheer level of dominance that they once held and in light of the ever increasing quality of the competition in the field service management space, Heiser had little time to find his feet in the world of field service if he was to ensure the ClickSoftware brand remained as synonymous with delivering service excellence as it had to date - particularly in the natural uncertainty that an acquisition by a private equity firm can potentially cause. 

However, having seemingly spent little more than a few hours in his own office for the first six months as he flew around the world meeting analysts, influencers and customers alike Heiser certainly appears to have not only established a firm grasp of the industry at large but also where the future for field service management technology lies and under his guidance the outlook for the iconic ClickSoftware brand appears to be on a very positive footing once more...

 

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Marne Martin, CEO, ServicePower

With their next generation platform Nexus now firmly established within the market place ServicePower have re established themselves as a key company within the FSM solutions sector under the vision of Martin.

However, it is her focus on R&D that really continues to drive Service Power to the forefront of their sector. With a number of patents including a one focussed on quantum annealing that will see them developing cutting edge technology for the foreseeable future. Martin is also a very highly respected speaker on the international field service circuit

 

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Jim Baston, President of BBA Consulting Group Inc

Baston of BBA Consulting is the proponent of Proactive Service, and is a master when it comes to understanding the delicate relationship between service and sales and how companies can maximize that relationship to enhance profits. Author, Speaker and Consultant Baston is an intelligent and experienced leader within his field whilst being a true gentleman and pleasure to talk to, to boot.

 

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Kevin Jones Managing Director Computer Product Solutions, Panasonic Europe

Panasonic remain the undisputed leaders in the rugged space with the ToughPad and Toughbook brands synonymous with rugged computing. The Panasonic ToughBook20 is the worlds first fully rugged detachable and could just be the most perfect device for field service to date being both a tablet and a laptop.

Jones has spent a decade with Panasonic and has total responsibility for the entire ToughBook / ToughPad Products and Solutions in Europe, including Sales, Marketing, Engineering and Operations whilst also sitting concurrently on the board of Panasonic Manufacturing.

 

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Dave Yarnold, CEO, ServiceMax

Within less than a decade Yarnold has taken ServiceMax from start-up to being purchased by GE late last year for close to a Billion Dollars.

However, the meteoric rise of ServiceMax wasn’t solely about the technology. Yarnold has a true passion for the service and that passion has filtered down and shone through at all levels of the organisation, which was perhaps the secret source that put them at the top of the sector - having been recognised as the leading FSM solution provider in the most recent magic quadrant report.

Now as part of GE Digital, Yarnold has even bigger visions of how ServiceMax can play a role in building an operating system for the entire industrial sector of which service will be a key component.

Big ambitions?

Yes. But Yarnold is a man that could possibly just do it.

 

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Click here to see page three of the 2017 #FSN20

 

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Landmark Quest, a leading provider of risk management, mobile solutions and bespoke software for lenders and surveyors, has announced that Connells Survey & Valuation Ltd., now has more than 300 surveyors using its Q-Mobile property data capture solution on Panasonic’s Toughbook tablet PCs, generating major efficiencies with valuation service delivery to mortgage lenders.

In July 2014 Connells Survey & Valuation was awarded the exclusive contract to deliver valuation panel management services to Principality Building Society.  Under the contract, Principality Chartered Surveyors also joined Connells Survey & Valuation business.

Q-Mobile, used in conjunction with Panasonic Toughbooks, improves workflow, standardises surveyors’ site notes and allows Connells’ surveyors to access supporting data for each valuation report while they are on site.  The mobile software provides a seamless process from the receipt of a valuation instruction, scheduling the appointment, undertaking research and the inspection, through to transmission of the valuation report to the client. Connells have been pioneers in developing and using Landmark Quest Q-Mobile, which has supported their surveyors being more efficient in responding to increasingly complex service requirements and improving the customer journey.

Matthew Morgan, Area Director, Connells Survey & Valuation (former Chief Surveyor at Principality Surveyors), comments: “At Principality Surveyors we were researching the best mobile technology system on the market.  Connells Survey & Valuation has an unparalleled reputation for quality service delivery and had already made a major investment in its service involving Landmark Q-Mobile and tablet PCs. This was taken into consideration during the tender process.”

 

Ross Bowen, Managing Director of Connells Survey & Valuation, adds, “Using Q-Mobile has delivered tangible benefits to our clients and superior customer outcomes. We are now even better placed to manage our surveyors’ workloads and work patterns during the course of the day. Within the space of just a few weeks of rolling out Q-Mobile, it has become the established platform underpinning the delivery of our professional valuation services.”

Ross Bowen explains that introducing the new surveying team to Q-Mobile and the latest mobile working methods required three days’ initial training, but has paid dividends in efficient working practices and time saved when responding to queries.

“When a query is raised by an underwriter or solicitor, we can push this out to surveyors in the field and they can respond immediately and effectively. Information such as site plans, photos and post valuation queries are all in one place, so it is much easier to access at the surveyor’s fingertips, speeding response times to clients and their time to mortgage offer Using Q-Mobile in the field has also more than halved the time taken to respond to post valuation queries from two days to under one day,” enthuses Bowen.

Whilst highlighting the benefits, Ross Bowen emphasises that Connells’ investment in Q-Mobile and tablet PCs was part of implementing its next generation service delivery model. “Being able to access data from mobile devices in real time is a major change for our industry and it’s helping to evolve the working patterns of the profession.”

Rachel Brookes, Product Manager at Landmark Quest comments, “We are delighted to be able to support the integration of the former Principality Chartered Surveyors into Connells Survey & Valuation, by using our mobile data capture software to standardise reports and improve validation, efficiency and quality for all surveyors. We will continue to work with Connells to further develop Q-Mobile to incorporate datasets, such as the homebuyer report.”

 

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People at the heart of latest issue of Field Service News  writes Editor Kris Oldland in his March/April Leader...

Whilst it is of course quite natural for those of us working in field service us to focus on technology, it is revolutionising the way we work seemingly more and more every year, every now and then we need to take stock and assess the most valuable element in field service - the people.

Because that’s what it’s all about ultimately surely?

We talk about empowering our field service engineers, we talk up the importance of our engineers as the frontline of customer service - increasingly the only human touch-point our customers may have with our brand.

For all the good that remote connectivity, the Internet of Things and machine to machine diagnostics brings to field service, for all the efficiency savings, all the increased productivity, we will still need that human interaction - if we want to engender any form of customer loyalty, we really need it if we want to capture and retain those ever more slippery recurring revenues that field service managers are under ever increasing pressure to secure.

And as I looked across this issue of Field Service News almost everywhere I looked I could see a strong ‘people’ angle to almost all of our stories and features.

In the News section for example there is what to my mind is one of the best stories to have hit our desk here at Field Service News Towers since we launched. That is the story of how field service software provider Keytree are working with food charity Planet Zheroes help fight Food Poverty in the UK. Not only is it a great example of how their system can be put to use, but it’s also a story of triumph on a human level. Through the use of field service technology Keytree and Planet Zheroes are able to stop wastage from some of the country’s leading food organisations and make sure that there are less hungry mouths out there on the British Streets.

My heartfelt thanks and respect goes out to both companies for helping so many who need it. 

Also in the News section is our new comic strip Field Service Funnies and whilst I’m dishing out thank Thank You’s I should also tip my hat to the good folks at ServiceMax for sharing the cartoons with us.

They were actually the result of a competition towards the end of last year where genuine field engineer stories were converted into cartoons. Once again all about the people , but I have a feeling that as in this first example the cartoons may be quite focussed on the sometimes quite astounding stupidity that occurs amongst the general public (trust me I’m probably one of the worst offenders) but I’m really looking forward to seeing more in this series.

 [quote float="left"]In the News section for example there is what to my mind is one of the best stories to have hit our desk here at Field Service News Towers since we launched.

And as the theme of people continues we have coverage of the first two big events of the year so far. Firstly there was the Enterprise Mobile Technology Conference hosted by Panasonic. You can read our write up on page 32 and the event was a really fantastic start to the event calendar but what truly impressed me the most was that despite being a very, very big company, the Panasonic team were both accessible and genuinely interested in their clients thoughts and needs. Special mention should go to John Harris, General Manager Engineering for a fantastic session that could have veered dangerously close to being a sales pitch in the wrong hands but instead was an extremely valuable, and highly open discussion.

 

The other event I refer to is of course Field Service Medical Europe which was held in sunny Dublin just a few weeks ago. As you would expect from the team that host Field Service Europe the three day event was highly enjoyable and packed with excellent content. However, perhaps because of the more niche focus of this event compared to it’s older cousin, there were a few less in attendance but that simply resulted in each session moving more towards an open forum as the barriers of inhibitions were removed due to the more intimate nature of the group.

Finally we’re really pleased to bring you the results of our latest research project which we have run in partnership with Advanced Field Service.

This time around the focus of our research has been on the types of mobility tools being used by Field Service Engineers in 2015.

The research project itself is perhaps one of the broadest topics we tackled as we look at the types of device (i.e. laptop/tablet/smartphone etc), the grade of device (rugged vs. consumer) the operating systems, what we as field service professionals expect from apps, how often we think we should refresh our FSM solutions vs. how often we actually do it, we even explore who is involved in selecting the solutions and look at whether it is a good idea to involve our field service engineers in the selection process.

For me though the most interesting statistics are around our engineer’s satisfaction with their devices. In brief digital is definitely here... So say the people

 

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Want to know more? Then click here to get you hands on a free digital copy of Field Service News issue five now! 

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