ARCHIVE FOR THE ‘webfleet’ CATEGORY

The Field Service News editorial team offer analysis on the stories circling in the service sector...

 

As IFS finally completed its full acquisition of Astea, Mark Glover ponders the challenges ahead for Marne Martin, who is tasked with overseeing the transition...

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It’s not new news, but IFS finally completing its acquisition of Astea, following the announcement the pair had signed a definitive agreement in October, meant a fresh press release pinging into Field Service News’ inbox confirming a deal that many had been predicting for a while. 

As is the form for acquisition announcements the release took a postive angle, explaining what benefits the merger will bring to IFS and its customer base. “With the acquisition of Astea, IFS has strengthened and deepened its ability to help customers innovate in field service and service management,” affirmed Nicole French, VP and Analyst at Constellation Research in a quote taken from the release. Delivering innovation to its customer base falls sqaurely on the shoulders of IFS’ Marne Martin, who is set to assume leadership of Astea, taking the reins from Zack Bergreen, who founded the company in 1979. 

In an interview with Martin, just after the confirmation announcement in December, I asked how the dynamic between the pair will operate through the transitionary period. However, in response she reveals the pair could have been working together seven years ago. “I’ve known him since 2013, when I tried to convince him to merge with ServicePower,” she recalls.

“Customers reach out to him [Bergreen] and that’s a great conduit because he and I can compare notes around customers.Hopefully they’re hearing hearing the messages that we’re trying to speak to them about.”

Martin is no stranger to acquisitions, being at the helm of ServicePower when it merged with IFS in 2017, but three years on and this time absorbing a company that has a dedicated, loyal and expectant customer-base, the task ahead could be one of her biggest challenges to-date.

The full interview with Marne Martin will be published Thursday 5 February.

 

... and Field Service News’ Editor-in-Chief, Kris Oldland, also reflects on what the big stories in the news are for him...

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For me the most exciting story that leaps out of our news round-up this month is that Nokia are entering the race to solve the headaches of last mile delivery.

This story albeit just a tempting snippet and a glimpse of a potential solution will come as very welcome news to all field service providers as the challenges of inner-city congestion are just set to worsen as we enter the third decade of the twentieth century.

Not only does the introduction of a company with a history of pioneering innovation entering this arena to solve what I fear may be the biggest challenge of the coming years for field service companies bode well for overcoming this challenge. They are also looking to fix it with cute little delivery robots.

Finally, the year 2020 is living up to its billing of being ‘the future’. I might even get the personal jet pack I’ve been dreaming of since I was 11 at some point in the next few years as well!

In terms, of industry trends I think that the move by WebFleet to introduce a sustainability initiative is not only smart but also a likely sign of things to come. Indeed, I was discussing this exact topic with Rich Agostinelli’s the new CEO of ByBox recently (look out for that discussion in an upcoming edition of the Field Service Podcast) and I think we will see plenty of companies across the next year tapping into the ‘green dollar.’

As I mentioned to Rich, it may be that I am just a bit of a cynical old man, but I think the true driver behind much of the moves towards more sustainable operations will still inevitably be economic rather than some sudden shift in the corporate mindset to save the world.

However, given the current high focus on the well intentioned, but somewhat naive actions of the likes of Extinction Rebellion and their teen messiah Greta Thunberg, the societal pressure for businesses to at least be seen to be focussing on green issues are moving from huge to enormous. However, the fact is that solutions like ByBox’s overnight delivery services ultimately reduce costs and increase efficiency within a field service operation, whilst simultaneously reducing carbon emissions due to less idling.

So we get to improve our bottom line and save the planet from impending doom at the same time. Now that’s got to be classed as a win-win in anyone’s book?

The only question that remains is ‘will we be able to play snake on those cute little Nokia robots?

TomTom Telematics has launched a new version of its fleet management Software-as-a-Service solution WEBFLEET 3.3 which allows fleet operators to review combined vehicle data from different sources in one easy-to-use interface.

The WEBLEET Plugin functionality allows a third party to generate notifications within WEBFLEET to draw the user’s attention to an event or a specific vehicle. This will highlight, for example, when a cold chain trailer temperature is out of range or a vehicle has maintenance issues which need to be addressed.

Using the company's award-winning WEBFLEET.connect open API functionality, the software enables flexible and easy back-office integrations to bring all information into one system.

[quote float="left"]For customers with bespoke software needs, this means faster and easier fleet control[/quote]For customers with bespoke software needs, this means faster and easier fleet control, integrating such services as safety cameras, temperature monitoring, alcohol testing, routing optimisation or ERP information within their WEBFLEET management system.

The technology is already being used by mutual customers of TomTom Telematics and VisionTrack to view vehicle camera footage directly from WEBFLEET.   

"Our customers who also use TomTom Telematics can now pull up incident footage instantly and review via the WEBFLEET interface, without having to open up the VisionTrack software independently," said Richard Lane, Commercial Director at VisionTrack.  "Having access to both visual proof and telematics data gives the clearest picture possible and helps to mitigate insurance costs. We’re excited to bring this new partnership to our mutual customers."

Beverley Wise, Director UK & Ireland for TomTom Telematics, added: “This new capability gives our customers an easier user experience, with faster and more convenient access to the management information they need to make smarter decisions.

"Having real-time third-party information in one interface makes WEBFLEET the hub for optimal fleet control."

Zip Water UK has revealed how driving performance data has helped the company manage fleet risk and cut annual insurance costs by more than £30,000.

The drinking water appliance specialist made the savings across its 120-strong mixed fleet following the introduction of WEBFLEET, the Software-as-a-Service fleet management system from TomTom Telematics.

With WEBFLEET – and the integral OptiDrive 360 solution which scores drivers based on key performance indicators and provides them with real-time feedback and advice – Zip Water has witnessed a significant reduction in road traffic collisions.

[quote float="left"]Having the tools in place to promote a safer driving style among our van and car drivers has led to a much-improved fleet risk profile[/quote]“Having the tools in place to promote a safer driving style among our van and car drivers has led to a much-improved fleet risk profile, a 15 per cent reduction in insurance premiums thanks to reduced claims, and a welcome fillip to our employee duty of care,” said Graham Short, Fleet Manager, Zip Water UK.

“Furthermore, we have seen a demonstrable improvement in fleet mpg, along with a sizeable reduction in our vehicle maintenance bills, including tyres and brake wear.”

Zip Water drivers are now also using the WEBFLEET Logbook app on their smartphones to keep accurate journey logs, rather than having to complete manual mileage sheets at the end of each day. The drivers simply validate their journey information and select whether the trips they have made are for business or private purposes.

Short added: “The value and efficiency gains that the telematics system has delivered to our business have been considerable. These have been recognised across our entire workforce – from the field to the back office.”

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AD Bly has achieved savings of £100,000 after an investment in technology helped to reduce maintenance bills, improve driver behaviour and slash mileage

The Knebworth-based construction firm has implemented a joint solution combining TomTom Telematics WEBFLEET and FleetCheck to help boost efficiency across its fleet, with consultancy support from TomTom reseller Auto Electrical Services.

The integration of WEBFLEET and FleetCheck means service schedules can be managed based on up-to-date information drawn from the vehicle, including odometer readings. This helps AD Bly to conduct proactive maintenance work, calling vehicles in immediately when work is required to prevent problems from developing.

Meanwhile, improved mileage reporting has also allowed the company to cut down on out-of-hours use of vehicles, helping to reduce the number of miles travelled by around 5,000 over the course of a year. Reports on driving time and mileage per day also help AD Bly take greater control over the safety of staff.

Bringing different data streams together in one place has helped to change the way we work and allow us to gain greater insights into the operation of our fleetAdam Gamlin, Fleet Manager at AD Bly said: “Bringing different data streams together in one place has helped to change the way we work and allow us to gain greater insights into the operation of our fleet. As a result, the transport department is better able to support the growth aims of the wider business.”

AD Bly also targeted driver behaviour as an area of focus across its fleet of two HGVs and 169 LCVs. OptiDrive 360 – a key component of WEBFLEET – provides managers with weekly reports detailing incidences of speeding, harsh steering and harsh braking. This allows them to conduct detailed driver debriefs allowing them to target any performance issues that may have a negative impact on fuel efficiency and safety.

Meanwhile, the drivers themselves receive in-trip feedback and predictive advice, empowering them with the information needed to make positive changes.

Gamlin added: “By unlocking a wealth of data on driving performance, we are now in an even better position to work with our drivers to improve their safety and help the business operate more efficiently. Our employees reacted well to the introduction of the technology and improvements to performance happened very quickly.

“Now, we are quickly able to identify the root causes of any performance issues and address these with individual drivers, providing the support, advice and training needed to help them improve.”

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TomTom Telematics has announced a collaboration with SOTI that will see the company’s popular flagship enterprise mobility management (EMM) software, MobiControl, be made available to manage TomTom PRO 8 series* driver terminals.

SOTI MobiControl gives fleet managers complete remote control of the TomTom PRO 8 series, an open-platform device that is easily customised with apps to meet the needs of specific users and functions. Content and user profiles on devices are managed centrally, so drivers have access to the most appropriate and up-to-date applications for their specific role, without having to return to base.

SOTI MobiControl offers a powerful feature set, enabling managers to dynamically control user groups and policies, allowing access to apps, functionality and content based on a user’s role in the business. Access can also be determined based on geographical location. These features not only help to control app usage, but also to manage data costs, for example by not allowing users to download large files when they are abroad.

 

“SOTI MobiControl allows customers using TomTom PRO 8 series driver terminals to instantly manage and update devices in the field, via one secure interface, so they are always fit for purpose. This takes the complexity out of mobility management and frees up time to focus on core tasks,” said Oscar Rambaldini, Vice President of Product Management at SOTI.

“SOTI is a leader in mobile device management, and by offering MobiControl together with the TomTom PRO 8 series of driver terminals we are helping businesses ensure that their field teams have the tools they need to be effective,” said Taco van der Leij, VP Marketing at TomTom Telematics. “With hundreds of apps available for WEBFLEET and PRO 8 series driver terminals we are committed to helping our customers to achieve more with their businesses.”

The integration will be handled by OrangeSeven BV, a specialist in MDM that SOTI has selected to provide all MobiControl solutions to TomTom worldwide.

 

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Sub-Zero & Wolf are cooking with gas. The preferred suppliers of kitchen equipment for celebrity chefs James Martin and Heston Blumenthal as well as interior designer/former Dragon’s Den star Kelly Hoppen who are ‘wolfing’ down the rewards of a complete service management revolution. A year ago, they replaced their outmoded, non-web-based software with Tesseract’s Service Centre 5.1 (SC5.1), improving stock control, reducing call times, and cutting out 2 days’ worth of reporting.

The chef’s choice

Sub-Zero & Wolf are longstanding kitchen appliance connoisseurs who supply, install and maintain top-of-the-range cooking and cooling equipment in domestic settings.

Their products are sold through 250 independent dealers across Europe and are the appliances of choice for chefs, designers and celebrities because of their superior performance and exclusive functions. They range from dual fuel ovens to wine storage to coffee machines and many are compatible with home automation systems.

In 2016, Sub-Zero & Wolf marked 70 years of successful trading with a major overhaul of their field service management system.

The old system — too many cooks

Sub-Zero & Wolf’s previous service management system was a case of too many processes, too many people, too many delays, and too little visibility.

The non-web-based software could only manage one stock location at a time and was always a day out; the company could never accurately tell where an item was at any one time. Technicians had no access to live data in the field, only in the office.

This meant they could only get updated callout information and asset data by dialling in to the system, or by speaking to the admin team on the phone or via email. Planned maintenance scheduling was still done using Excel spreadsheets.

“There were a number of factors that led us to replace our service management software,” says Greg O’Sullivan, European Group Service Manager for Sub-Zero & Wolf. “But ultimately it was because our customers expect a first-class service, and we decided that a first-class service management system would help us do that.”

A recipe for success

Sub-Zero & Wolf happened upon Tesseract at the Service Management Expo in Birmingham. They looked at a variety of solutions, but chose Tesseract because it was web-based, cloud-based, and the best fit for their service management needs.

Now, live data is at their fingertips and numerous process delays have been eliminated. If a service call comes in, a suitable technician is dispatched via the Tesseract system rather than a phone call. Planned maintenance work is scheduled using Tesseract’s assisted diary rather than a slew of discrete spreadsheets.

 

While in the field, technicians can log in to the system remotely at any time and view outstanding jobs and parts availability.

They don’t need to rely on a call or email from the office to find out about a site, a customer and the service history of an asset, because all this can be obtained by running simple searches of the Tesseract Customer Assets database.

This smooth, seamless flow of data has cut down both the number and length of calls between the office and Sub-Zero & Wolf’s 114 Europe-wide engineers. It has also improved the engineers’ ability to see patterns of faults with equipment — a crucial facet of good problem management.

Greg O’Sullivan explains, “Tesseract comes with high levels of automation and saves us huge amounts of time. It’s also a much easier process to manage. We had traffic jams on the old system. We’d get job data and parts requests all in one go because it wasn’t live, but now the jobs trickle through at a friendlier pace.”

A major concern for Sub-Zero & Wolf was stock control. Parts are essential to their business and typically very expensive, so keeping track of them is vital. Despite having stock locations all over Europe, their previous system could only monitor one at a time and was always a day out of sync.

With Tesseract’s Parts Centre module, Sub-Zero & Wolf can monitor all stock locations at once, from warehouse to van to customer, with full, real-time visibility of the installation, usage and repair cycle.

One of the biggest efficiency gains for Sub-Zero & Wolf has been in reporting. O’Sullivan says, “Reporting was a laborious manual process at the end of the month and took two days to compile and complete. With Tesseract, we can extract data about assets, parts used and completed jobs at the touch of a button, and complete a report in 30 seconds.”

 

A further benefit for Sub-Zero & Wolf is Tesseract’s ability to integrate with other systems. This is thanks to an application program interface (API) that enables the transfer of information between SC5.1 and any third party software product. “We were already using TomTom WEBFLEET, which tells us where our technicians are,” says O’Sullivan. “Tesseract integrates with this, transmitting address details for service jobs directly to our technicians’ TomToms. Again, this cuts out a manual process and saves us time.”

A taste for more

Sub-Zero & Wolf are looking to add the Remote Customer Access (RCA) function of SC5.1 to their portfolio of service management modules. At present, dealers and end-user customers have to phone Sub-Zero & Wolf if an equipment fault occurs, and cannot see what’s happening when a job is actioned. RCA allows customers to log in to SC5.1 via a web browser and notify Sub-Zero & Wolf of a problem more quickly, easily and simply than a phone call.

Customers can also monitor progress, move assets, raise sales orders and run reports.

“We’re keen to add Remote Customer Access in the near future to make life easier for our customers,” says O’Sullivan. “What’s great about this is that Tesseract can tailor the visibility of the platform at different levels, simply by changing the permissions. This means our dealers can see data for their customers, but our end-user customers will only see the data that is relevant to them.”

 

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Visitors at this year’s Commercial Vehicle which was held last week were able to get a first glimpse at TomTom Telematics’ new ruggedised seven-inch driver terminal, the latest edition to the WEBFLEET fleet management platform.

Businesses will be able to host bespoke applications on the terminal to help van and truck drivers capture more information in the field, such as digital signature capture for proof of delivery, vehicle checks and barcode scanning, all on one device.

This latest development extends the WEBFLEET platform, which now has 3 API’s - in the office, in the field and on the driver terminal. With this new API, the extended integration capabilities of WEBFLEET (known as .connect) allow business to streamline their end-to-end processes, where field staff and vehicles become an integrated part of the overall operations. With the wide set of applications already developed by its partners, WEBFLEET sets the standard for developers to seamlessly connect vehicles and mobile workers with the back office*.

The new driver terminal, PRO 8275, combines the earlier announced TomTom Bridge with WEBFLEET and the .connect API capabilities. The device will be on display.

The driver terminal will add flexibility and value to an already strong solution for transport operators. Visitors can see the terminal along with existing applications such as truck navigation, tachograph management, predefined route and itinerary order creation, along with extensive hardware and software integration possibilities in the office and around the vehicle.

TomTom Telematics will also be demonstrating the end to end capability of their WEBFLEET solution at this years Service Management Expo in London's Excel in June 17th, 18th and 19th where they are hosting the Field Service Demo Zone as well as participating in the Field Service Solutions Theatre which is hosted by Field Service News.