The handy little book for field service managers 2015 Edition.
FIELD SERVICE NEWS
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Editor’s Leader
Taking the first steps on a path to improving your field service operations
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his time last year I asked will 2014 be the year that the golden age of service arrives? Looking back perhaps that question should have been will 2014 be the year that the golden age of service begins? In many ways it was. For a start many sets of research undertaken throughout the last year, including our own , would seem to indicate that it is no longer a case of why field service companies should move towards a digital based workflow, but when and how. The business benefits of mobile workforce management systems are clear and proven. However, the marketplace for service management software, Specialised rugged hardware and mobile applications is busier Kris Oldland than ever. Put simply the choice for field service companies is vast Editor, Field Service News and potentially overwhelming. You may now know that you need to implement a next generation service management solution but whilst many of the challenges faced by field service organisations are commonly shared, no two companies are identical. So which solution is right for your organisation? Personally I am a firm advocate in involving your end users, the field engineers in the decision making process. Firstly they are the ones who’ll be using any new system you implement on a day to day basis and nobody knows their workflow better. They understand where in their day there is waste, such as unnecessary administration tasks, so will be able to shed clear light on how technology can streamline their working processes. Secondly, by involving representatives of your field workforce in the decision making process you are identifying that you value their input and that any investment in technology is an investment in them. A sure fire way to speed up the adoption of your new technology. However, before you arrive at that point, when you are just starting out on the path to establishing a strategy for implementing a new service management solution, you need to get a firm idea of where you are today and where you want to be in the future. To achieve this you need to know exactly what is possible. Exactly what your options are. And that is the aim of this Handy Little Book. We’ve put together a number of features from the leading thinkers in field service to help you identify the trends, information on the key providers in the industry and finally a comprehensive list of companies that can help you improve your field service operations.
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Contents
Contents: Features: Ten Technology Trends in Field Service for 2015... 5 field service trends that won’t fade in 2015... Case Study: Efficiency is everything for gaming giant What is the difference between good and great customer service? Wearables - why function will triumph over fashion Three quick NFC wins for field service organisations And the survey says... The emerging field service worker: young, tech-savvy and collaborative 2015… The year of the S? Your connected vehicle has now arrived... Out and about...
Page 6 to 8 Page 10 Page 12 & 13 Page 14 & 15 Page 16 to 18 Page 19 Page 20 to 23 page 24 & 25 Page 26 & 27 Page28 & 29 Page 30 to 32
Company Spotlights:
ted end-to-end field ement solutions
d scheduling & dashboards
Field Service software and apps
Field service consultants
Field service hardware
Parts Management Workforce Optimisation
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Field Service Software: Page 35
Field Service Hardware: Page 59
Company Listings:
A to Z of companies that can help your field service operations
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Field Service Consultants Page 71
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Contact Field Service News:
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FLS, Fast Lean Smart, is Europe’s technology leader for real-time scheduling, dynamic route optimisation, mobile and integrated workflow management systems. Our reference customers cover all sizes of field force and all services industries, e.g. Atlas Copco, IBM, Jungheinrich or Sky. FLS VISITOUR scheduling solution utilises the unique FLS PowerOpt algorithm with customisable target parameters that are easily aligned with your business strategy. Automatic, semi-automatic or assisted manual operation – you are always in control. FLS GERMANY Phone: +49 (0) 431 – 239710 Email: info@fastleansmart.com
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Ten Technology Trends in Field Service for 2015... Field Service News Editor Kris Oldland takes a quick look at some of the key technology trends he thinks will be have a major impact in 2015... 1. The Cloud will finally come of age… The benefits of the Cloud are well documented and well suited to field service organisations. Scalable, low IT costs, quick roll out, easy mobile access, and built in disaster recovery plus an affordable pricing structure for smaller and medium sized companies via the SaaS model. With almost all Field Service management software vendors now providing a cloud offering it seems just a matter of time before Cloud becomes the dominant distribution model of field service software and we
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think that 2015 will be the year that we really see the pendulum swing in favour of the Cloud.
2. We will start getting smart about wearables… It has to be said that to date appetite for wearable computing has been a tad under whelming. Are we victims of falling for the hyperbole a touch too much when it comes to our expectations of wearables? Absolutely and this is where we are going wrong. Wearables are not replacements for tablets and smart phones, they are companion devices and
when we change our thought process to view them as such they can be powerful tools – particularly in the area of field service. As the hyperbole dies down and real-life practical uses of wearables such as the above become better developed then we will see wearables take their place within the field service engineers tool-kit.
3. NFC will finally take it’s rightful place amongst field service must haves… Near Field Communication (NFC) has been kicking around for some time now yet it hasn’t truly
Ten Technology Trends for 2015
emerged to meet it’s potential which is vast. What makes it a particularly attractive proposition is that it is a relatively inexpensive addition (appx 30/40p per tag) which takes advantage of the functionality of the existing tools being used by the field service engineer (i.e. smart phone or tablet) With NFC now becoming an expected feature in most smartphones and tablets field service news believes that NFC will see much wider adoption in 2015.
4. The Internet of Things will start becoming an integral part of field service… Maybe it’s a distorted view in the field service industry, but I genuinely feel that whilst it may be a minority, there is a decent amount of companies that have implemented some form of IoT control or monitoring into their Field Service operations. In some corners it’s not even that new, heck medical device manufacturer Elekta have been building connection into their devices for twenty years – they even used to ship their devices with 56K modems of their own back in the day. As we roll into 2015, connected
devices are booming, from thermostats to thermonuclear power generators, and the ability to remotely monitor, diagnose and even repair device faults is such a no brainer for field service companies that they cannot afford to miss the IoT revolution.
5. BigData in field service will get past those awkward teen years and get to work…
software with a few convertible dashboards and hey presto the board can tick off that pesky little box empty box on their to do list. I believe 2015 could be the year that field service companies will start to see through the hyperbole that just scratches the surface of Big Data and see it’s true game changing potential.
There is no denying the sheer power of Big Data to revolutionise a business.
However, for that to happen we need to treat it with the respect it deserves.
There is also no denying that as field service companies have access to huge, vast swarthes of data – they perhaps more than any other industry segment could benefit from the true application of Big Data.
6. We need to re-adjust our thinking around risk management and cyber security…
“What Big Data is not is adding a new module to a field service management software with a few convertible dashboards” However, what Big Data is not is adding a new module to a field service management
Given the two points above this third point of the article is a bit of a given. So we won’t dwell to long here. There are two simple facts here; Firstly Data is essentially becoming a new form of currency . Secondly,as we turn more and more of our functions across to the cloud including data storage, the more it will become a place of interest for twenty first century criminals. This doesn’t necessarily mean the Cloud is any less secure than on premise data centres. It just means that we must realign our thinking to ensure we
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Ten Technology Trends for 2015
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we are protected.
7. A bit of a buzz around Drones… A year on and Amazon’s delivery drones have still yet to materialise however, with the cost of drones plummeting (a small drone with a camera capable of recording decent quality footage can now be picked up for between £50 to £75) there is certainly potential for drones to be used in field service. Indeed in the UK there are now over 300 companies licenced to use drones for commercial reasons and whilst delivery drones may seem far-fetched and are subject to an awful lot of as yet undefined regulation, there are plenty of applications for drones that could benefit field service.
8. 3D Printing is on the verge of a true breakthrough… It is not just the ‘cool’ factor that makes 3D printing so exciting. More than any other technology
identified in this list 3D printing has the potential to completely change business, as we know it. Economies of scale no longer come into play, the cost of producing one unit is the same as the cost of producing thousands of units. Meaning that companies will be able to operate on lean methodologies far easier. Then we consider the benefits for field service. Imagine the impact it could have if a field service engineer is able to print 3D parts on site. No more parts ordering and delays, the engineer having identified a part is worn could simply print a part there and then?
9. 4G – a key enabler across field service If 3D printing is the most exciting of technologies to make this list then it could be argued that 4G is perhaps the most understated. 3G changed the world. 4G just does more of the same just a bit faster and better right? Well know because if we take a step back then the impact 4G will have is truly incredible, especially for the field service industries.
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And with both Vodafone and O2 promising 98% coverage across the UK by the end of 2015, 4G in the UK at least, will very soon be one of those technologies, like smart phones themselves, that we just don’t remember how things worked before it came along.
I0. Integrated field service platforms will continue to be at the fore… The final inclusion on the list is one which has been making a slow rise to prominence out of necessity as much as anything else. Integration is a drum being banged by most service software providers and it is key whether you opt for a full platform approach or a number of individual ‘best-in-class’ with full integration, that your service management solution should no longer have any restrictions when it comes to the flow of data. The ability to breakdown silos is key to the successful operation of a field service organisation and the technology is now readily available to make sure this is possible – easy integration will be a major selling point for service management providers and those who fail here will struggle to compete.
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Five servicce trends the won’t fade in 2015
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5 field service trends that won’t fade in 2015... Aberdeen’s Aly Pinder highlights five trends that won’t end up on the scrap heap in 2015...
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rends come and go in our lives, and field service is no exception. But not all trends are alike. The five field service trends below have and will continue to bring valuable change to service and I expect they will not fade into our dusty history books:
Gamification: Game mechanics is not just about a consumer trend to ensure that companies can better track and market to customers. Gamification can be used in field service to create a new and very visible incentive structure to help technicians evolve with the changing service model. No longer is field service solely expected to meet a schedule, technicians must now work with customers to resolve issues, create value partnerships, and help drive future revenue opportunities.
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Internet of Things:
Techs as Partners:
This may have had the most buzz in 2014.
No longer is the OEM the only company that can provide service on a given piece of equipment.
IoT in field service has the opportunity to play a major role in transforming how organizations capture data, what types of performance data they can gather, how they can resolve issues in a predictive and proactive manner, and find the next solutions for future problems.
BYOD: The bring your own device initiative has run up against some scepticism recently. Like all trends a clear strategy to maximize the value of BYOD is necessary prior to rolling this type of change out to the field. Organisations Aberdeen sampled which adopted some level of a BYOD strategy did not see a drop off in key metrics, and in many cases they actually achieved improvements.
The service model has begun to require that companies not only provide customers with the option to get the closest technician, but sometimes if they like get the technician they want to work with.
Wearables: Will all technicians be outfitted with augmented reality glasses in 2015? Probably not. But wearable technology will continue to evolve in cost, value, and practical improvement for the field. Each technology advancements struggles with what is flashy and what helps get the job done in the field. Wearables are no different.
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Case Study: Efficiency is everything for gaming giant A look at the impact implementing a service management solution has had for gaming giant Talarius
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alarius, the market leaders in the arcade sector, have been using Tesseract Service Centre for the last year to manage their engineers. Feedback from is that efficiency has improved, visibility is greater and their engineers now do a better job in a quicker time.
with minimal hassle. Just one malfunctioning slot machine is a perforation through which the company’s income will fall.
the engineers and tracking parts required for repairs, Talarius relied on weekly emails and order forms from the engineers.
The paper method
Talarius are the largest arcade operators in the UK, and have 168 Adult Gaming Centres with more than 10,000 slot machines across the country.
If a fault occurred in one of their slot machines, staff at the venue would enter the fault in a logbook. Talarius’ engineers would attend each venue daily on a circuit, check the logbook and endeavour to fix any machines that needed their attention.
This meant monitoring depended solely on the views of the engineers, conveyed through handwritten notes and tick boxes on bits of paper, rather than an objective, centralised, system.
However, slot machines are susceptible to faults and, with so many machines to look after, a fault generally occurs in at least one Talarius machine on a daily basis. A dirty note or bent coin is sometimes all it takes to cause an issue. The importance for Talarius has always been to uphold a tight maintenance regime and ensure all their machines are up and running again quickly and
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Before Tesseract were welcomed into the fold, Talarius operated a much more manual system.
In terms of monitoring company efficiency in remedying problems, they were reliant on calling each venue daily for an update as to any faults resolved or reported the previous day. They would then record this on a spreadsheet. In terms of monitoring the performance of
“We decided we needed to be more efficient,” says Paul Monkman, Service Director of Talarius. “We wanted to make the way we operate the best it could be. If we did that, we could more easily make the service we provide to our customers the best it could be, too.” So Talarius put out a request for tender, looking for a service company to revolutionise their systems. “Tesseract were the best fit,” says Monkman. “We operate slightly differently from other
Case Study: Talarius & Tessersact
service companies, and Tesseract were willing to accommodate that and offer a tailored approach to our needs.”
How have things changed? The way Talarius deploy their engineers has changed completely. What’s now in place is a browser-based web portal to which all of the gaming centre venues have access. When a fault occurs in one of the slot machines, the venue can log the fault online. Their engineers receive notification of these faults by way of an Androidbased app on their mobile phones. Furthermore, the faults are
graded in terms of priority, and the more profitable venues will get attention quicker. Monkman says, “It’s very user-friendly and practically foolproof! Perfect for a company that has a wide variety of computer skill levels.” The new system is capable of cutting the standard delay that was an inevitable component of the old system; each venue would have to wait for their daily visit. And instead of than compiling weekly emails with estimates of their own timings and performance, the system is now based on entries made by the venue and engineers and will
calculate the timings exactly. “We now have a system that’s both real-time and better at monitoring faults and engineer performance,” says Monkman. “We have streamlined the process, made it more efficient, and we now have information we never had before. Our engineers like it because it backs up their work and saves them paperwork.” “We can now be more reactive to problems,” says Monkman. “The accuracy and visibility of the system also means our engineers do a better job, and do it quicker.”
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What is the difference between good and great customer service? The difference between true service excellence and being average is not one to be overlooked lightly writes Strategies for GrowthSM President Bill Pollock...
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onceptually, the main difference between providing “good” service and delivering “great” service is that, in the former, you are probably only barely keeping your customers satisfied; while in the latter, you are not only keeping them satisfied – you are also keeping them loyal! This is a very important distinction – and one that many services providers do not always “get”. For example, let’s say that, historically, your company – and you, as one of its personal “ambassadors” – have been working very hard to keep your customers happy. You have striven to respond
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to all of their calls in a timely basis; you have arrived at their site within the contracted time in nearly all cases; you have carried the right parts with you to the service call (or have been able to obtain them as quickly as possible once the need has been identified); and you have followed up with a courtesy call whenever there has been time (and even when there has not). While you may think that the sum of these activities, in and of itself, represents “superior” service on behalf of you and the company, some of your customers may think otherwise. They are more likely to feel that all of these services are to be expected from their services providers – all of the time! In
fact, you probably have more customers than not who think these activities constitute nothing more than “average” service and support, and not “great” support – and guess what? They might be right! The companies that are generally acknowledged to be providers of “great”, rather than merely “good”, service are those that typically go the “extra mile” in the way they treat their customers. This may include doing simple things like calling with an Estimated Time of Arrival (i.e., ETA) when they are approaching the limits of their normal on-site response times, or following-up after a service call to explain why an equipment failure may have
The difference between good and great customer service
occurred in the first place, and how to possibly avoid it from happening again in the future. Thus, it may be that the only perceived difference between “good” and “great” service on the customer’s part is the way in which their service providers regularly communicate with them! It is important to keep the customer “in the loop” at all times. If they are expecting you to arrive on-site to perform a repair, they also expect to know approximately when you will actually get there. If there is a problem with your arriving as scheduled, they’ll want to know as soon as possible when you will get there – they will not want any surprises!
“You may think these activities, represent “superior” your customers may
provide him or her with some accompanying information, you “own” the call. And if you “own” the call, you also “own” the power to keep the customer informed, in line, and, ultimately, satisfied.
It all becomes a matter of “ownership”; if the customer has to call you to find out where you are, when you’re going to be arriving on-site, or how long you think the machine will be down, the customer “owns” the service call.
Service providers that merely offer “good” service are probably doing virtually all of the same things that those providing “great” service are doing. However, the single most important thing that distinguishes the “great” providers from the “good” providers, is that they also communicate better with their customers.
However, if you can call the customer in advance with an ETA and, at the same time,
When the customer is happy because of you, they are more likely to stay happy with you.
think otherwise”
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Wearables - why function will triumph over fashion The hype around wearables may be fading on the catwalks but there is plenty of opportunity for their application in the world of field service writes Kris Oldland
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here were some big claims at the start of 2014 around the impact that wearables would have both in business and in the mainstream. A year later and there is a distinctly different attitude doing the rounds, one that not only lacks the optimism of last year but also has a defiant hint of those pessimistic ‘I told you it wouldn’t work’ types. And in the last few weeks after Google announced that they were ending their Glass Explorer program, effectively stopping the sale of Glass to the general public until the next iteration of the product (which we are told will be ‘when they’re ready), the general air of smugness of the naysayers has become that much more palatable.
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Yet Glass isn’t dead, far from it and we’ll come back to that in a moment. First, let’s look at the wider question around wearables and why 2014 didn’t live up to the hyperbole as being the ‘Year of the Wearable”. With high profile wearable launches from Samsung, Apple and of course Google being widely anticipated for 2014 it was with much anticipation that Wearables, which had been touted as the next big thing from as early as 2008, would finally breakthrough and gain mass appeal in the consumer market. Yet the fact is that we as consumers just weren’t ready. In fact research from digital research firm L2 recently
confirmed what we pretty much new in that whilst 75% of consumers are aware of wearable technology, just 9% actually had any desire to purchase and a measly 2% confirmed they actually owned a wearable device. However, whilst there is a clear lack of desire to be dubbed a ‘Glasshole’ by adorning a wearable device, this doesn’t equate to why there has also been little adoption in the world of enterprise. Lets be honest hi-vis jackets aren’t exactly high fashion either (well not since the early nineties for those ex-ravers out there) yet I highly doubt that this lack of support on the catwalks has halted their sales in the various industries they are functionally required?
Wearables - why function will triumph over fashion
Personally, I think there are two key reasons why we have not seen wearables become popular in a working environment as yet. Firstly in all the excitement and hyperbole surrounding wearable computing we’ve perhaps overstated the impact and the sheer power of a wearable device. One common misconception I hear around smart watches in particular is what is the point when I can do everything that the watch offers on my smartphone? This is a fundamental flaw in the thinking around smartwatches and wearabes in general. Whilst they offer much of the same functionality they are not devices to replace your phone or tablet, they are companion devices to enhance the productivity of the your phone. And in field service in particular such enhancements can be particularly powerful. In an environment where working hands free is of a huge benefit, then the ability to have a phone conversation without having to have one hand restrained holding
your phone can be very advantageous. ‘Well that could be done using a bluetooth headset’ some might say. Yes it could. However, dialling a number isn’t possible on a headset without getting your phone out. Whereas it is via a smart watch, especially if you have the numbers saved to the device.
“They are not devices to replace your phone or tablet, they are companion devices to enhance productivity”
Again we here the cries of ‘well I can do that on my phone – is it so hard to take out my phone out from my pocket to take a photo’ Of course the answer is no it’s not that hard. It’s just quicker to do it on a smart watch – which is just a handy extension of your phone anyway. And when we come down to it isn’t that the point of technology to make things quicker and easier? If not then why the hell did we move away from pen and paper in the first place? However, if we are talking about using wearables as a true companion device then perhaps a better example would be using the two devices in tandem. For example lets say an engineer believes that the problem lies at the back of a piece of equipment that is inaccessible.
Another good example of smartwatches being put to good use in field service would be to take photos of any issues or fixes etc.
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The only solution would be to move the equipment to check. However, an engineer with a smartwatch may be able to position the watch around the device whilst viewing the footage on their smartphones screen. A quick visual check using this combination of technology could confirm whether or not this is where the issue lies, saving the hassle of unnecessarily moving the equipment, speeding up the engineers workflow. There are already a number of apps developed that allow this functionality. However, none are designed with this specific application in mind and herein lies what I believe to be the second reason we’ve yet to see wearables make an impact in industry. Simply a lack of developers designing apps specifically for business. There have been some attempts, most notably ClickSoftware’s Shift Expert release on Saleforce Wear, but for wider adoption we need more apps. And this is where we return (eventually) to Google Glass being still very much alive.
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Wearables - why function will triumph over fashion
Whilst in some corners Google’s removal of Glass from public sales is seen as an acknowledgement of failure, the truth I believe is very much different. Whilst there have been reports that developers for consumer apps are losing interest in creating apps for the world’s first smart glasses, the list of Glass Certified Partners has increased with apps being developed specifically for business across a wide variety of industries.
“It seems business is where Google’s core focus is going to be for the short to medium term” It seems business is where Google’s core focus is going to be for the short to medium term.
and routing software changed the way our field engineers got from A to B, increasing productivity, long before the advent of smart phones. That’s the thing with field service and technology, they have become such good bedfellows that they the way we work is constantly evolving. Constantly being improved. So whilst It may take a little longer than at first expected in field service at least the concept of Google Glass, or any other smart Glasses for that matter is far from dead. And as more products and then more apps are developed for wearables devices, the more wearables will become integrated into our workng lives I firmly beileve it will happen, we just all got a little too excited too early. As for wearables in fashion?
This of course makes absolute sense. The benefits of smartglasses for Field Service alone is potentially massive. I mean game changing massive. Just like tablets and smartphones before them changed the way the industry operates. Heck just like Sat Navs
Well I must confess to owning both a pair of Google Glasses and also a Samsung Gear 2 smart watch. Yet for some unknown reason I’ve never been seen as much of a trend setting fashionista - read into that what you will.
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Three quick NFC wins
Three quick NFC wins for field service organisations Can NFC be a quick and inexpensive way to improve your field engineers efficiency?
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ear Field Communications (NFC) as a technology has been around for a fair while yet hasn’t quite got the traction that it could have. However, with Apple introducing NFC albeit in a restricted capacity into the latest iteration of the iPhone the technology could potentially come back in vogue. This is a good thing as it has the potential to streamline workflow for field service engineers, and NFC tags are a low cost addition to field service technology toolkit. Here are three quick ways NFC could speed up a field engineers workflow that could easily be written via an android smart device without any need for complex coding.
1. In the field engineers vehicle A tag placed into the dashboard of your field engineer’s vehicle could be written to activate a
number of functions on their smart phone. For example it both log the journey start in your dedicated field service apps solution and simultaneously open a routing app. Combining these two has a double benefit of saving time for the engineer plus by combing the start of your field engineer’s journey with a process that is required for him to make that journey (i.e. routing software), you can ensure logging in won’t be overlooked.
2. At your clients reception If you have a regular maintenance contract at a specific client where you know your engineers will be making regular visits you could send that client a tag for them to place on their reception desk. This way when your engineer arrives and is signing into your clients premises they can tap
the NFC tag and automatically log their arrival on site within any dedicated field service management app you may have implemented.
3. On the device When your engineer arrives at a device a well placed NFC tag could contain offer access to some key insight into the device he is there to fix. This could be a link to the most recent maintenance notes and that devices specific history, a web page that holds manuals for the device or even opening up a parts ordering page specific to that device so the engineer can easily access the right parts for that specific device.
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And the survey says...
And the survey says... Across 2014 Field Service News ran a number of research projects. Here we look at some of the key findings.... Service Management, Cloud and SaaS Our research into the prevalence of Cloud in the Field Service industries revealed that whilst at the current time Cloud computing has yet to take a firm hold amongst the majority of field service companies, it would seem that there is a definite shift towards Cloud and the SaaS model and that shift is starting to gain momentum. If those companies that are currently considering a move to SaaS do actually make the transition, then within the next few years we could see a complete reversal in the ratio of companies operating On Premise systems versus those operating on Cloud based solutions, with Cloud becoming the dominant platform. The benefits of Cloud are numerous and well suited to field service, with the ease of
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remote access being the key factor for companies either considering moving to the Cloud or those that have made the move already. Wider benefits such as the more affordable pricing structure of SaaS, the speed of implementation and less reliance on IT departments are also attractive factors for field service companies. The biggest issue which has slowed the adoption of the Cloud in field service to date is the perception that security is a major issue for Cloud systems. In reality this has not proved to be the case for those field service companies that are actually operating in the Cloud, yet these doubts still remain and perhaps it is a matter of the technology having to continue to prove itself secure over a longer period of time for these fears to
finally abate fully. At the same time the biggest issues felt by those actually using the Cloud are likely to be resolved by surrounding technologies in the near future. For example issues around connectivity, which is the largest problem facing companies with a Cloud system will ultimately diminish as a serious issue as mobile internet standards continue to improve. So when we consider that there is a building appetite for the Cloud in Field Service Industry, the key fear around the Cloud (security) is proving in reality a far less common issue than the perception would have us believe and that the most common issue being faced by those currently using the Cloud is potentially going to diminish naturally as internet coverage becomes ever more widespread it would seem that the Cloud is
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set to become an established platform for field service technology, and even ultimately become the most commonplace delivery method for service management software.
Technology in field service Our research into the use of field service technology across the spectrum led us to a draw number of interesting conclusions. When it comes to scheduling solutions there is still a large section of the industry not utilising any scheduling software. The ultimate result of this is that we are seeing poorer levels of efficiency in the management of the mobile workforce. Based on the improvements in dispatcher to engineer ratios that scheduling software is proven to deliver, for those companies still operating on a manual basis, investing in some form of scheduling is no longer a nice to have but a necessity if they are to remain competitive. Perhaps the biggest trend the research unveiled was that cost has become less of a concern for companies looking to implement new technologies, with issues with legacy systems becoming the most commonly cited concern.
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This could well be a direct result of the influence of the Cloud.
for improvement in the software being used today.
The SaaS business model has now meant that service management software is an affordable option for smaller companies, however, integration has been a early documented issue with some Cloud based solutions.
However, the research also identifies examples of excellence in the service management software as well. Integration is becoming more and more important, and end-to-end service management has become a reality.
Our earlier research on SaaS and Field Service referenced above would also seem to support this hypothesis.
Careful consideration is essential when selecting a software provider and an understanding of your own strategic aims is as important as understanding the options available to you.
The research also indicated that many different elements are now coming together to offer vast improvements to the software available in the field service industry. Also many tools that not so long ago were new, premium solutions such as navigation software have now become standard. Meanwhile we also see exciting technologies such as the Internet of Things and Big Data starting to encroach into service management software. The future indeed seems bright indeed, but in the here and now there are still things that can be improved upon. Whether it be scheduling software or management reporting tools the results of this research indicate that on the whole there is room
However, it seems that investing in a service management solution in 2015 is both more affordable and beneficial than ever before.
Field Service Standards Towards the end of the year we explored whether field service standards were keeping up with increasing customer expectations and also if the types of technology discussed above were having a direct impact on the standards of service being delivered by field service companies. Again there were a number of a number of really interesting points that we were able to uncover from the results of this research.
And the survey says...
Firstly there seems to be a significantly sized disconnect between the way we are judging the performance of our field workers, and the reality, which our customers see.
Similarly for so many ‘service’ companies to be failing when it comes to perhaps the most important element of service i.e. Communication was also a major surprise.
When we put together the questions for this survey I genuinely felt that very few companies would have had people turning up at the wrong address.
It seems that customers and their expectations have evolved rapidly in the twenty first century and many if not the majority of service companies have fallen behind those expectations.
For companies whose workforce is based on the road this is surely the simplest of standards to meet, yet it seems it is not only a fairly common issue but a frequent one at that.
Having a call centre is simply not enough in any industry these days. Our customers want our
attention, they want it now, and they want to use their own preferred means of doing so whether that be phone, email, online chat or even social media. We need to move quickly to accommodate these needs, because if we don’t you can be sure our competitors will. However, all is not lost. The technology is their to help and as has been shown on a number of occasions in this research the technology available really can help companies keep pace with our customers growing demands as well as reduce costs and improve technology.
Want to know more? Enter the bit.ly address into your web browser to open the full copy of each of these research reports for free. Want to make sure you receive all of our research projects as soon as they come out? Register for Field Service News at fieldservicenews.com/subscriptions
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The emerging field service worker: young, tech-savvy and collaborative John Cameron, general manager, Trimble Field Service Management takes a look at the traits of the next generation of field service engineers
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he field service industry has, in previous years, been a subject of concern for having an ageing workforce. However, as the industry continues to evolve, a major trend has been the emergence of young, tech-savvy and collaborative workers. According to Aberdeen Group’s latest report, ‘Emerging Workforce in the field: Tech-savvy to technician’, approximately one-fifth of the current workforce is under 30, with the average age of a field service technician being 32 years old. Field service organisations must therefore recognise what the needs of this new workforce are, in order to keep them for the
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long haul as well as to attract the next pool of young talent.
Flexibility and Mobility Technology is recognised as an aid to achieving key strategic objectives. It is therefore important for organisations to understand how the influx of young workers use, process and engage with technology. A key factor to consider is flexibility and mobility. Techsavvy workers don’t want to be tied down by legacy technologies. They want the freedom to engage with the latest advances and utilise technologies they are used to in their personal lives.
There has been much debate around ‘Bring Your Own Device’ strategies, where employees have the ability to connect their own technical devices to their company’s network instead of using a device owned by the company. Aberdeen Group’s report found that 62% of the top performing field service organisations have incorporated a BYOD strategy as a result of a more tech-savvy workforce and 43% are more likely to give technicians access to social media and collaborative tools to facilitate knowledge transfer.
Visibility and collaboration A major characteristic that the emerging field service workforce encompasses is the ability to be
The emerging field service worker
collaborative, and this is a trait that will help transform service and the relationship with the customer. Organisations must therefore capitalise on this by developing the collaborative tools needed to help the workforce perform as experts in the field and resolve customer needs quickly. Collaborative tools, such as smartphones, tablets and and laptops offer users the chance to take advantage of mobile apps. Indeed, mobile apps offer technicians the ability to share, store and view job data while out in the field, providing them with a virtual link to the back office. Critical information such as daily tasks, customer histories and billing can be accessed on demand. Furthermore, locations of nearby teammates can be retrieved on a mobile device and a real-time connection provided through social networking, enabling them to seek assistance in order to resolve a problem first-time. By having the tools and capabilities to work more collaboratively, and having access to real-time insight, empowers the workforce to make more strategic decisions.
The speed of communication via social and mobile allow them to solve problems more quickly and ensures resolution is not delayed because of lack of information.
a customer will have with the business, there role is therefore more than one of just operational necessity; it is a role of strategic significance.
Customer service excellence evolves with the emerging worker
As a result, field service organisations seek field workers who have desirable attitudes and attributes for customer service. In particular, there is a strong focus on the importance of emotional intelligence as an enabler to deal with the wide variety of changing customer service relationships.
It is now widely regarded that customers of today are much more demanding, expecting a quick fix on the first visit and a valued experience as standard.
“Mobile apps offer technicians the ability to share, store and view job data while out in the field, providing them with a virtual link to the back office�
Aberdeen Group found that the top performing field service organisations outperform their peers in regard to retaining the field heroes that they have, but almost as importantly, they are able to find, hire and train the next field service heroes. These top organisations achieve this by capturing as much knowledge from seasoned workers before they retire so that they can pass it on to the up and coming youths of the industry. Indeed, 70 per cent of top performing field service organisations are more likely to provide technicians with a knowledge base of recorded training videos and images.
For the field service technician, who is often the only contact
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fieldservicenews.com
2015… The year of the S? While many IT experts are predicting further big things in IoT this year, Nick Frank suggests they are missing one more vital letter...
2
014 saw an explosion in our societies understanding of the potential for connected devices. Driven mainly by the SMART phones and the ease of connection to the internet, just about everyone from your primary school kid to their grandmother is getting connected. And is it my imagination, but utter the words Big Data, Analytics and IoT and they all seem to nod ‘sagely’? So with all this ‘wisdom’ in the world, it’s not surprising that in their struggle to differentiate, Service IT Solution providers have been falling over themselves to describe capabilities that manage knowledge, bring transparency and leverage big data. And in fairness this is not just talk. The capabilities on offer
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are impressive, as Field Service, Parts Management, CRM technologies are increasingly integrated into seamless end to end solutions.
and thinking. In my mind these technologies and capabilities have no value if you do not do anything with the information they create.
Indeed this trend is driving the next wave of consolidation in the industry.
Yet we are all being told that if you don’t have an Internet of Things (IoT) strategy, you are dead!
Led by PTC with their acquisition of Axeda and ThingWorx, solution providers are looking to develop the technology platforms to enable Remote Services.
But while working on a couple of projects in the area of Analytics and Remote Services, I had a Eureka moment. It’s about the way we think!
Another example of the big bets being made is GE’s multi million dollar investment in their Predix platform for Machine to Machine (M2M) communications. The effect of this hype has been to dramatically raise the profile of the potential value connected technologies could have on industry. But I am troubled by this jargon
Ok I admit, its probably blindingly obvious to the readers of FSN, but I believe that 2015 will increasingly become the year of S. And that is not because it’s now the ‘Chinese year of the Sheep’! No, I believe we have it all wrong when we talk about IoT. It should be the iotS…
the year of the S
S for Service Thinking! In simple terms ‘Service Thinking’ is the culture or even passionate belief that value is only created by applying your technical or business knowledge to improve whatever it is your customer is trying to achieve. But to do this professionals will start to adopt new ways of thinking and I am afraid new jargon. We will hear more of ‘CoCreation’ & ‘Service Experience’. Metric will be biased towards outcomes rather than operational inputs. ‘Continuous improvement via learning’, which is a very much part of the service psyche, will enable companies to find new ways to ‘run, transform and innovate’ their business.
leveraging their technology and inherent know how to earn better than average margins. Indeed this is a concept I will be promoting in 2015 together with the Servitisation guru Professor Tim Baines of Aston Business School, as part of the Manufacturing Services Thought Leadership network initiative to be launched later this year. But it also dawned on me, that it is our imagination that is now the limiting factor. Frankly the technology is out there to do more or less what ever you want. The big gap is our understanding of what these technologies can do for our business.
Indeed it is Service Thinking and Imagination, which companies must master if they are to reap the full rewards offered by these new technologies. Already larger OEM’s are exploring these concepts in a very pragmatic way. We see them building infrastructure that sits between their Service Management System and their devices as they discover the benefits of remote services. In the coming year, together with FSN, we will explore the progress they are making. So in 2015 if you want to stay ahead, don’t be a sheep…. Be a Service Thinker!
Indeed this type of thinking is not just limited to field service. Already most really profitable manufacturing companies have moved away from a product dominant focus to a Service Centric approach. These companies focus on value creation in their customer’s business
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fieldservicenews.com
Your connected vehicle has now arrived... Every boy who grew up in the eighties wanted a car like Knightrider. Those days are now finally here writes Kris Oldland...
A
ccording to a Juniper Research report published in the latter half of 2014 invehicle apps are anticipated to reach almost 270 million within the next four five years. This increase, more than five fold on last year’s figures – is a clear indication that the hotly anticipated arrival of connected vehicles is here. With smartphone major players Apple and Android both launching a vehicle specific version of their OS in the first quarter of last year, (CarPlay and AndroidAuto respectively) the report predicts uptake will be fairly rapid with report author Anthony Cox commenting “By 2018 most new vehicles will come with integrated apps as standard, after-market app integration will also be commonplace, as headunit manufacturers launch
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increasingly sophisticated devices” However, whilst in the consumer realm the usual suspects were sharing the headlines, in the world of enterprise telematics there was one company that were storming ahead of the pack when it came to integrating their technology into commercial vehicles. That company was Telogis. Across the summer of last year Telogis were busy confirming and announcing a raft of key strategic partnerships including Hino Trucks, Volvo and Ford. The Hino partnership resulted in HINO INSIGHT 2.0 which was developed as part of Hino’s ongoing strategy of building an offering that gives their customers a much improved total cost of ownership (TCO), including better vehicle uptime and user experiences and will
be a standard fit on 2015MY Hino 195h and 195h-DC hybrid models, and as an option on the 195 and 195-DC models and the full conventional truck product line-up. Indeed Telogis seemed to be on a mission to establish themselves as a part of the furniture in the road haulage industry, with the US based organisation now also bringing built-in compliance, telematics and navigation services to Volvo Trucks customers in North America. Volvo customers are able to access Telogis’ services via smartphones and tablets, leveraging Volvo’s integrated connected vehicle hardware, standard on new Volvo-powered Volvo trucks. In commercial trucking’s evolving legislative and regulatory landscape, Telogis’ offerings for Volvo Trucks help drivers and back office teams manage
Your connected vehicle has now arrived
FMCSA compliance and keep drivers safer by delivering electronic log tools and routing information that is specifically designed commercial drivers. “We’re pleased to collaborate with Telogis to deliver tremendous value to motor carriers seeking flexibility and the robust information needed to fine-tune their operations,” said Göran Nyberg, president, Volvo Trucks North American Sales & Marketing. And it is not just in the HGV arena that Telogis have been working, their agreement with Ford is related to their transit vans – the vehicle of choice for many a mobile worker. As the agreement was announced Bill Frykman, manager, business and product development at Ford Motor Company commented “Ford Crew Chief, another example of Transit’s smart features, complements the Transit line by helping customers save money through fuel management, and more effective route and work planning; keep their drivers safer by understanding and coaching driver behavior; and improving overall operations by getting a big-picture view of maintenance, location and productivity.” With many other manufacturers
also implementing similar agreements to incorporate the latest technology into their vehicles in 2015 (Audi are including Android Auto whilst Mercedes and Volvo are committed to working with both Android Auto and CarPlay) it seem that the connected car is definitely on its way.
“What may take a little longer but is continuing to develop along a steady path, is the driverless vehicle” What may take a little longer but is continuing to develop along a steady path, is the driverless vehicle. With Google having already demonstrated their prototype of a self-driving car which the technology giants described as ‘a vehicle without a steering wheel, gas or brake pedal - because they don’t need them’ the futuristic concept of robot cars is on it’s way. While the current prototype can only go as fast as 25 mph,
the promise for the future of fleet management could include better route and fuel efficiency, safer driving, and giving field service engineers the ability to answer email and work while on the road. For urban fleets, the vehicle could even drop the field tech off at the service location, go find parking for itself and then be summoned to pick the tech up once the call is finished. And to further speed up the development the University of Michigan is teaming up with top carmakers and tech companies to create the first closed test track in the United States for connected vehicle technology. Dubbed “M City,” the 32-acre testing facility is being built in Ann Arbor, Mich. to “test vehicle-to-vehicle (V2V) and vehicle-to-infrastructure (V2I) communications in safe, realistic scenarios” That’s the first step in an ambitious plan by the university to “blanket all of Ann Arbor with a V2v and V2I network, including autonomous control,” Whilst connecting the college town with enough infrastructure to allow self-driving cars to dominate the streets and roadways will take several years. The university and its partners are aiming to complete the work by 2021.
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fieldservicenews.com
out and about... A brief guide to some of the key field service events appearing across Europe in 2015... 26 February, 2015
Enterprise Mobile Technology 2015, Hilton at St George’s Park, Burton on Trent www.panasoniceventzone.co.uk/innovation-forums/enterprise-mobiletechnology/ This is a unique one-day event bringing together leading executives and key decision makers, partners and suppliers from the mobile services industries. The event is designed to provide a platform to discuss smarter technologies for a connected mobile workforce. You’ll hear from industry experts, explore new and emerging technologies and also have the opportunity to network with peers and colleagues. From discussions about the tablet productivity revolution to connectivity in the field and transforming mobile operations, this is a must-attend event.
23 – 25 March 2015
Field Service Medical Europe, Conrad Dublin, Dublin, Ireland FSMEU.com Across Europe, medical device manufacturers want to develop proactive customer service & a surefire way to keep pace with remote technology advancement. Until now, they had no way to share their ideas for the future in an open, collaborative environment. So the team behind Field Service Europe have created Europe’s most interactive forum for service & support executives – a 3 day meeting with the real leaders of the industry helping to transform their business in the digital age. This event features practitioner only workshops, one-on-one speaker meetings, and is focused around networking to build career-long relationships. Also, as small and medium sized organizations face a unique set of challenges, there are separate sets of workshops for similar companies to collaborate and share their insights.
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Out and about - 2015 event guide
16th April
The Service Community. Venue TBA fieldservicenews.com/service-community/ “The Service Community is made up of people interested in finding out more about the service industry from its participants. The Service Community aims to provide opportunities to find out what practices have worked for others, and what hasn’t worked, and why; to move away from the theory of what could be done by examining what others do and evaluate successful practices. Meetings (no fee is charged) will aim to provide content which doesn’t appear to be readily available, and to stimulate and inform in a format that is easy to access and use, and relevant to the user.” – Steve Downton Founded by the late Steve Downton, The Service Community is a non-profit organisation that seeks to drive service improvements and innovation through collaboration. Run by service professionals for service professionals The Service Community runs a series of events across the year with expert presentations from some of the UKs leading service professionals from a wide array of industries. Recent speakers include: Mark Rawding, Coca-Cola Enterprises, Andy Beer, Pitney Bowes, Martin Gilday, Elekta, Martin Summerhayes, Fujitsu, Graham Coyne, Siemans Attendance is free for all Service Professionals and each event is not only a fantastic opportunity to hear of best-practices from leading industry professionals but also to network with other service professionals across the day.
April 30th
Field Service Conference 2015 | Warwick Castle www.mplsystems.co.uk/ This will be a full day event with a mix of case study/thought leadership presentations, interactive workshops, networking and short practical “how to” sessions to make the day valuable to the delegates.
June 2nd to 3rd
Field Service Forum, Sheraton Hotel, Amsterdam www.fieldserviceexcellence.com The 2nd Annual Edition will take place June 2nd-3rd, at the Sheraton Airport Amsterdam. The two-days interactive event will gather 150+ service professionals from cross-industry sectors and from all corners of Europe, and will feature case studies from organizations such as ABB, Siemens Wind Power, Nestle Nespresso, Pentair, Volvo Construction Equipment, and many more.
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fieldservicenews.com
Out and about - 2015 event guide
16-18 June
Service Management Expo Exel Centre, London www.servicemanagementexpo.co.uk Service Management Expo returns to London’s ExCeL this summer, taking place from 16-18 June 2015, Europe’s only dedicated exhibition for the field service market will be co-located with Facilities Show as part of the Protection & Management Series. Now in its 31st year, Service Management Expo is the annual industry event that brings together the latest information and the most up-to-date products and services for those working within service management, logistics, fleet management, operations and IT. Service Management Expo will host the dedicated Field Service Solutions Theatre in partnership with Field Service News. A full educational programme will run across the three days, mixing interviews with influential industry figures, best practice case studies and thought provoking panel debates. The theatre will also host daily networking sessions allowing you to mingle with peers, discuss topical issues and catch up with old friends.
19 – 21 October, 2015
Field Service Europe , Movenpick Hotel Amsterdam City Center, Amsterdam, The Netherlands FieldServiceEurope.com Field Service Europe is a forum for senior-level service executives from leading global organizations to share best practices on today’s most pressing issues including adopting a proactive and preventive approach to customer management, streamlining aftersales business to radically improve productivity, and utilizing advanced remote diagnostics technology to increase efficiency and customer loyalty. The peer-driven conference is packed with in-depth workshops and interactive roundtable discussions as well as unparalleled networking opportunities like the Women-in-Service Luncheon and VIP Think Tank. We hope to see you there!
21st to 23rd October
Aftermarket Europe, Grand Hotel Huis ter Duin, Noordwijk www.aftermarketeurope.com The 9th edition will take place October 21st - 23rd in the Netherlands. It is the leading European event for senior aftermarket executives, attracting 200+ participants from global organizations. Over the course of three interactive days of content and networking, participants will be confronted with best practices and solutions to current challenges.
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2nd Annual #fsf2015
2015 Sheraton Airport, Amsterdam, The Netherlands, June 2nd - 3rd 2015
Presents
BENCHMARK YOUR SERVICE OPERATIONS Speaking Organizations 2015: ABB Robotics Aberdeen Group Airbus Customer Support Alstom Grid Astea Bentec ByBrick
Core Systems Elektrobit Field Service News IFS Nestlé Nespresso Pentair PTC
Service Max Siemens Wind Power Trimble Volvo Construction Equipment Wärtsilä
Partners 2015
Media Partner 2015
out more at @ Find www.fieldserviceexcellence.com
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Field Service software and apps
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Company Spotlight: Cognito
Why better data drives smarter decisions Why the key to unlocking service excellence lies in the ability to access and utilise your data...
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here’s a growing sense that service leaders are frustrated by their inability to turn their strategic ideas into action. They are ambitious and have a vision for how excellence in field service operations can drive organisational growth. At Cognito, we believe that better data drives smarter decisions - and that traditional mobile workforce management solutions are incapable of providing the rich insights that the next generation of service leaders need if they are to drive continuous performance improvement. The heart of the problem is that these systems don’t capture all of the necessary information. They have failed to address the question of how workers actually spend their time, or if they are following the guidelines established by the organisation. Without this data, managers are unable to adopt systematic approaches to driving service
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excellence, and are destined to remain locked in a reactive cycle of day-to-day operational management. A fresh approach based upon breakthrough thinking is required to drive a step change in both employee and organisational performance - and that’s exactly what the Cognito iQ strategic service performance platform delivers.
”A fresh approach based upon breakthrough thinking is required...” Built upon a completely new operational information architecture, Cognito iQ combines an innovative activitybased workflow with powerful performance management insights that enable managers to systematically improve both
efficiency and effectiveness. And there’s a further significant benefit: the ability to identify how work is best performed, see what’s really happening at the front lines and share best practices across the workforce, has a powerful impact on employee motivation, behaviour and productivity. If you’re ready to lead the next wave of service innovation and determined to stay ahead of the competition, find out how Cognito iQ could help you create a high performance workforce at www.cognitioiq.com/hpw.
About Cognito Cognito is a leading provider of service management solutions to organisations with large mobile workforces. For more than 20 years we have been at the leading edge of innovation when it comes to helping clients drive field force performance, exceed customer expectations and deliver consistently excellent service.
GET AHEAD OF THE
COMPETITION
BUILD A
HIGH-PERFORMANCE
WORKFORCE For more information visit www.cognitoIQ.com email us at info@cognitoIQ.com or call +44 (0)1635 508200 www.cognitoIQ.com
Company Spotlight: Exel Computer Systems
fieldservicenews.com
Exel celebrates 30 years of innovation! Continued product development remains the key to the longevity of UK based Exel Computer Systems...
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ost things change, but it seems the last 30 years have seen that change accelerate exponentially; no more so than in the IT/Technology market, which Exel considers their field of expertise. Since the company’s inception in Nottingham, in 1985, the team at Exel has been continuously developing, improving and expanding their fully integrated suite of business software solutions to stay at the leading edge of technological advances, and in many ways they have helped to deliver some of the advancements made within the service industry. Over the last 30 years our solutions have grown to become fully integrated, browser-based and wide ranging business systems, incorporating full Field Service Management, ERP, Financials, CRM, Document Management, Business Intelligence, Workflow, and Mobile Applications.
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Exel’s longevity, a rare thing in the technology industry, can be attributed to the emphasis they place on continued product development, not to mention the stock that they put into creating and maintaining a partnership with their clients which they see as a key element when the solution is such an integral part of their business.
mobile data. Information is relayed real-time to the back office management system, ensuring that company wide mobile data and officebased information is unified throughout. This modern real-time mobile solution works on or off-line, across different platforms including smart phones, tablets and laptops.
Exel’s Eagle Field Service system leads the way as a complete mobile management solution providing real-time information and resources to field based engineers delivered directly to their mobile or touchscreen device, as well as unprecedented levels of control and visibility to management.
Triton Showers Service Manager, Graham Neve, has found working with the Exel team has considerably broadened the business calibre of his service team. “Working with Exel helped the staff at all levels in the business to understand the changes required in their role as a result of the solution, improving the way they communicate with the customer.” He believes Triton Showers are in a much stronger position thanks to their implementation of Eagle Field Service and the support received from Exel.
Eagle Field Service provides a fully integrated range of modules from a single software author. Eagle Field Service allows service/maintenance engineers, or any remote worker, real-time access to cases, schedules and
FIELD SERVICE
REMOTE WORKER
ASSISTED SCHEDULER
CRM
DOCUMENT MANAGEMENT
PROUD OF OUR PAST, PASSIONATE ABOUT YOUR FUTURE. Exel Computer Systems plc are proud to be celebrating 30 years as a UK software author. Since 1985 our innovative and scalable business solutions have enabled our clients to adapt, diversify, and grow. Eagle Field Service is a complete service and mobile management solution providing real-time information and resources to field based engineers delivered direct to their mobile or touchscreen device. To find out more about our fully integrated Eagle Field Service solution or to discuss how Exel can help your business, call us now on 0115 946 0101 or email sales@exel.co.uk
www.exel.uk
Business as usual, only smarter.
EXEL
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COMPUTER SYSTEMS
Company Spotlight: Advanced Field Services
fieldservicenews.com
Service management doesn’t need to be such hard work You shouldn’t need a degree in advanced mathematics to operate your service management software... Managing your business needn’t be a hassle. After all, it’s the simple things that make a big difference. That’s why our easy-to-use software has been specifically designed to meet the day-today challenges that field service businesses face, freeing you to concentrate on what matters to you most.
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manage your workforce ‘on-themove’.
• •
Scalable and modular, you can be rest assured that you’ll have a future-proof solution in place that will provide you with all the features you’ll ever need: • • •
Right engineer, Right place, Right time
•
For over 30 years, our industryleading software, including Siclops and Service Director, has helped UK businesses gain instant access to real-time information, increase efficiency and gain unprecedented insight into the most, and least, profitable areas of your business. From small repairs and big installations to planned preventative maintenance, our range of service management software helps organisations increase first time fix, maximise customer satisfaction and
• • • • • •
Call management Management reporting Scheduling Accounting & finance Contract management Hosted solutions Sales & prospecting Document management Stock management Analytics Mobile solutions And many more…
The #1 choice •
•
Full support & product innovations from Advanced – one of the UK’s largest suppliers of integrated FSM solutions Over 60,000 customers rely on Advanced software every day
•
Supporting the field service industry for over 30 years Solutions can be configured to suit your individual business requirements We also offer a wide portfolio of solutions supporting the field service industry including finance, ERP and document management
What’s more, Advanced’s integrated business critical service management and mobile solutions are used in a wide range of industry sectors including: HVAC, utilities, catering & refrigeration, access & security, building services & facilities management, mechanical & electrical, and medical & scientific.
Find out more Contact Advanced Field Service to arrange a demo and discover how we could help your business on 01202 298008 or fieldservice@ advancedcomputersoftware.com
0844 815 5504 www.advancedfieldservice.com Field Service
Service Management Made Easy Advanced’s leading range of service management software, including Siclops and Service Director, makes managing your field service business simple.
• Call management
• Accounting & finance
• Contract management
• Hosted solutions
• Sales & prospecting
• Document management
• Stock management
• Analytics
• Management reporting
• And many more…
Field Service
• Mobile solutions
For an unmatched level of service capability that your business, field team and customers will love, speak to Advanced today. 0844 815 5504 | fieldservice@advancedcomputersoftware.com | www.advancedfieldservice.com
© Advanced Field Service Solutions Ltd, trading as Advanced Business Solutions and an Advanced Computer Software Group plc company. All rights reserved.
Company Spotlight: ServicePower
fieldservicenews.com
All the right ingredients.. Innovation, market knowledge and long term relationships sit at the heart of ServicePower’s success....
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ervicePower, named Visionary in the Gartner 2014 Magic Quadrant for Field Service Management, published on December 22, 2014 by William McNeill, Michael Maoz and Jason Wong, and recipient of the 2014 M2M Evolution IoT Excellence Award by TMC and Crossfire Media, provides connected mobile field services solutions that bring together all aspects of the field service value chain, including the customer and the dispatch centre, technician, claims and warranty processes, parts, the contracted workforce, assets, mobility, business intelligence, and social collaboration. Through continuous innovation, like M2M Connected Service, industry acknowledged optimization technology and cutting edge mobility, our software accelerates business efficiency gains and customer satisfaction while reducing costs, on one underlying and
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consistent platform. Our field service experts, recruited from manufacturing, insurance and third party administration, and retail, implement our software, but more importantly build long term client partner relationships through which they provide advice on how best to use and evolve the software to meet our changing needs.
“Continuous investment in the innovation of our product set is a cornerstone of our organisation” Our extensive partner ecosystem enables ServicePower to offer integration or implementation services through international systems integrators, provide
additional capabilities through a single vendor relationship, and extend ServicePower’s reach into new geography and industries. Continuous investment in the innovation of our product set is a cornerstone of our organisation. We developed the strongest, most innovative scheduling engine back in 1996. We lead the cloud and the 3rd party revolution in 2004. We’re leading the field now with M2M connected services, conditional scheduling and cutting edge mobile technologies. As we drive innovation in field service, our technologies will be the standard to which our competitors aspire. We’re investing in our technology and our people, building value for our shareholders and clients alike. This is the ServicePower difference.
ServicePower Your Field Service Management Software Solution
Automated Scheduling with M2M Capabilities
Mobile Dispatch and GPS Workforce Tracking
Advanced Business Intelligence and Predictive Simulations
www.servicepower.com
Petersgate House, St Petersgate, Stockport, SK1 1HE Phone: + 44 (0)161 476 2277
Dispatch and Claims with 3rd Party Management
FIELD SERVICE *We surveyed our customers to assess the true impact of ServiceMax
$$$
22%
Increase in Service Revenue
14%
Decrease in Field Service Costs
• Auto-entitlement checks prevent warranty leakage • Flexible service offerings help target new markets • 360 degree visibility enables upsell and cross-sell
• Inventory management reduces overstocking costs • Lean parts management reduces capital investment • Auto-entitlement checks eliminate free service
• SFM processes reduce training time • Mobile apps make techs more effective • Visibility from tech to exec impacts overall efficiency
18%
Increase in First Time Fix Rates
26%
Increase in Mobile Productivity
• Skills-based routing ensures right-tech for right job • Mobile access to knowledge base reduces repair time • Visibility to trunk stock prevents second truck roll
• Workforce optimization increases utilization • Visibility to skills and inventory sends right tech • Access to product history improves repair time
15%
• Dynamic dispatch reduces wait time • Mobile-device equipped tech ensures on-site expertise • Fix it the first time to increase customer confidence
12%
Increase Contract Renewals
19%
Decrease Average Repair Time
Increase Customer Satisfaction
• Sales and service collaboration with ServicePulse • Easily track contracts tailored for each customer • Clear visibility of contract status and performance
*Participating customers include:
e
Rethink Field Service
Elevate Your Field Service Turn it into a ProďŹ t Powerhouse with ServiceMax
22% 14% 18% 19%
Increase in Service Revenue Decrease in Service Costs Increase in First Time Fix Rates Decrease in Average Repair Time
ServiceMax is the leading end-to-end cloud-based ďŹ eld service management solution: easy, mobile and powerful.
www.servicemax.com
@ServiceMax
*Average ServiceMax customer results, based on a 2013 survey
Company Spotlight: IFS
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Full service lifecycle management solutions IFS are a globally recognised leader in developing business software for enterprise service management...
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FS™ is a globally recognised leader in developing and delivering business software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS Enterprise Service Management is a full service lifecycle management solution for every service provider. Whether you are providing service in the field, in a plant, at a customer’s home or office, in a depot environment, on linear or other capital assets, or anywhere else, IFS Enterprise Service Management has a solution for you. This is available regardless of whether you are delivering service through booking appointments, against demanding Service Level Agreements (SLAs), adhering to maintenance contracts, with businesses, or directly with consumers.
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IFS develops, implements and supports unique workforce and planning software, built to respond immediately in realtime to real-world events, giving the insight you need to drive service delivery improvements.
”More than 2,100 companies in over 60 countries rely on IFS Applications” IFS is a leading global enterprise software vendor to industries where asset management, manufacturing, field service management, supply chain management, or project management are core disciplines. More than 2,100 companies in over 60 countries rely on IFS Applications™, a componentbased suite for product & asset
lifecycle management that can be configured for ERP, EAM, project-based ERP, field service management, or a combination of all four. IFS Applications has been evolving to meet changing customer needs since 1983 and is configured for agility, usability and low total cost of ownership in its targeted industries. IFS employs 2,800 worldwide. IFS provide: • Field service management software • Schedule optimisation & routing software • Service management software • Mobile workforce management software • Maintenance Repair & Overhaul (MRO) software • Predictive service management analytics • Enterprise Resource Planning (ERP) software optimised for service provision
CAN’T SEE THE LIGHT AT THE END OF THE FIELD SERVICE TUNNEL? IFS’S TRUE END-TO-END FIELD SERVICE MANAGEMENT SOLUTION PROVIDES A ROADMAP THROUGH THE FIELD SERVICE MAZE. IFS Field Service Management provides an agile and flexible service solution that automates and optimises your entire field service chain. Let IFS pave the way to a more successful field service operation.
FOR AGILE BUSINESS
www.IFSWORLD.com/uk
Company Spotlight:ClickSoftware
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Mastering the Moment of Service ClickSoftware enables you to deliver a superior customer experience every time...
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lickSoftware is the leading provider of automated mobile workforce management and optimisation solutions. Available in the cloud or on premises, our solutions enable companies to Master the MomentTM of service engagement by delivering a superior customer experience every time. ClickSoftware enables organisations with real-time visibility of their service chain which allows them to achieve higher levels of productivity, operational efficiency and business performance. Our concept of ‘continuous planning and scheduling’ incorporates customer demand forecasting, long and short-term capacity planning, shift planning, real-time scheduling, mobility and location-based services, as well as on-going communication with the consumer on the expected arrival time of the service resource. ClickSoftware’s
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solutions manage over 700,000 resources globally each day. We offer a highly flexible and scalable enterprise mobile workforce solution which can be configured with readily available apps.
”We support mobile field service users working in any kind of environment, offline and online” We support mobile field service users working in any kind of environment, offline and online, enabling them with device-agnostic applications, smart assistant functionality, connectivity to back office information systems, network management, single sign-on, enterprise communication, scheduling and timesheet
applications and more. The breadth and depth of solutions and strong partnerships with leading CRM/ERP vendors such as Salesforce, SAP and IBM, and system integrators such as Accenture and Capgemini makes ClickSoftware the number one choice to deliver superb business performance to any organisation. ClickSoftware has been recognised as a leader by several analysts, including Gartner – leader for Field Service Management for the fourth consecutive year –, IDC and Frost&Sullivan, and has won several awards for innovation and leadership. ClickSoftware is headquartered in the United States and Israel, with offices across Europe, Africa, Russia, Latin America and Asia Pacific. For more information please visit: www.clicksoftware.com
MASTER THE
MOMENT
TM
ClickSoftware is the leading software company in the service business. Our mobile workforce management solutions enable you to deliver a superior customer experience by efficiently managing your service operation, improving productivity and reducing operating cost. From small businesses to large enterprises, 700,000 field resources around the world are managed by ClickSoftware each day. We understand that your customers come first.
For more information visit www.clicksoftware.com
Available in the Cloud Follow ClickSoftware in the Cloud
www.clicksoftware.com
Company Spotlight: coresystems
fieldservicenews.com
Placing service at the core of your business Swiss based coresystems is one of the most flexible adaptable and configurable technologies in the market...
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oresystems is an awardwinning cloud-based mobile field service solutions company. We build innovative apps and software that enable small, medium and large field service companies to lower costs, increase efficiency and improve customer satisfaction. The customer is in control more than ever. The Internet has transformed the way in which people consume information, research products and services, make purchasing decisions and share their views and experiences. Businesses must move with their customers. Coresystems combines the latest technology with proven standards. We develop flexible, mobile and intuitive apps to support business and service processes to help companies large and small to better serve their customers. Our intelligent cloud
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and mobile solutions let you access your local information on and offline anywhere to use it, bundle it, or forward it as needed. Built from the bottom up, our platform is one of the most flexible, adaptable and configurable technologies in the market. We deliver an amazing level of customization without draining your budgets or burdening your IT resources. Our technology also adapts to your changing needs, as you expand into new markets and geographies or add more workflows and scope to your services. Over 120,000 satisfied users across the globe use our products to improve their own field service management. Our customers are small, medium, and large national and international companies.
Our very largest customers have highly complex business processes, several branch offices, and numerous subsidiaries. We currently have more than 140 employees around the world and over 350 qualified partners. “We chose Coresystems’ field service solution because we didn’t want to buy any systems with “teething problems”. Everything is running smoothly and the data synchronization via coresuite cloud is also functioning perfectly. Coresystems is innovative, flexible and extremely reliable,” says Gert-Jan den Boer, IT Manager Global Projects, at ALSTOM Switzerland. Headquartered in Windisch, Switzerland, Coresystems has been trading as a corporation since 2006. Other offices are located in Freiburg im Breisgau, Waardenburg, London, New York, Miami, Sao Paulo and Shanghai.
Deliver Best Field Service Every Day! Increased First-Time Fix Rates, Real ROI, Lower Costs and Delighted Customers
coresystems field service software
www.coresystems.net info@coresystems.net +41 56 500 22 22
Company Spotlight: Trimble Field Service Management
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Designed to meet the challenges of modern field service Trimble Field Service Management offer enterprise level solutions for exceptional performance and ease of use...
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rimble Field Service Management provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity.
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The Field Service Management suite includes work management and scheduling, performance analytics, fleet management and mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterpriselevel solutions for exceptional performance and ease of use. The use of such have achieved outstanding results for their customers which include: • •
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11% Increase in service revenue 9% Improvement in workforce productivity
31% Reduction in daily mileage 22% Reduction in fuel consumption 32% Improvement in fleet utilisation 21% Reduction in vehicle and operating costs
“Demanding customers, the squeeze on the bottom line and keeping up with the technology curve are all issues in today’s field service organisations”
Trimble helps companies around the world transform their world of work. Through our intelligent solutions Trimble delivers critical value across multiple business areas, from Operations and Service to Fleet and HR, ultimately enabling the measurement and management needed to drive significant business improvements Demanding customers, the squeeze on the bottom line and keeping up with the technology curve are all issues in today’s field service organisations and the need to deliver customer service excellence while balancing costs is imperative to any business. Trimble can help you achieve this balance, creating the perfect workday for you and your customers.
WHAT’S ON YOUR FIELD SERVICE HORIZON? INTRODUCING…
Cloud Powered Field Service
FIND OUT MORE www.trimble.com/fsm
Company Spotlight: Telogis
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Harnessing the power of the Cloud to manage data Use the cloud to unleash the power of your data and drive your business forward...
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elogis provides a cloudbased connected intelligence software platform that has a transformative effect on the way businesses optimise their mobile assets and critical data. The cloud-based solutions enable mobile enterprises to connect to vehicles, assets and workers via mobile devices to derive location data and provide re-routing information, job specifications and traffic and safety details. The power and versatility of in-cab and handheld devices, coupled with the ubiquity of fast internet connectivity means that organisations are now able to harness enterprise-grade solutions for managing their mobile resources for a fraction of the overhead previously required.
managing costs. One platform for connected intelligence™ •
•
•
• Forward-thinking companies are adopting a single platform for all their connected vehicle services to help them provide excellent service to customers, whilst optimising resources and
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Telogis Fleet: Provides real-time location and status for all assets on one dashboard, with full metrics and reports to match Telogis Progression: A comprehensive SaaS work order management solution that includes job creation, routing, mobile asset management and monitoring, and real-time communication Telogis Mobile: Enables companies to stay connected to their workers through two-way messaging, forms, work orders, and commercial navigation Telogis Route: Reduce miles and travel times with optimised planned routes and instant reroutes, as well as actual vs. planned reporting Telogis Integration: Adds
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full API capabilities with seamless integration and accelerated ROI with Telogis’ professional services, training and ongoing support Telogis GeoBase: Build powerful and differentiated mobile and Web-based location based services
Extensive investments in research and development have created one of the most scalable and reliable platforms in the industry. Solutions which can scale to any size of fleet and are built to not only work well together but also to seamlessly integrate with your existing technology investments. Telogis was established in 2001 and is headquartered in Aliso Viejo, California, with offices locally in Bracknell, as well as Europe and development centres in Texas, Canada and New Zealand. To learn more about Telogis, visit www.telogis.co.uk or call: +44 (0) 203 005 8805.
Make fewer trips to the pump, and transform the way you do business.
Telogis customers experience a 10-15% cut in their annual fuel bill. Telogis provides the technology that helps you get a handle on excessive idling, out-of-route miles and speeding, plus a clearer view on driver behaviour – all resulting in fewer trips to the pump. With today’s fuel prices at an all-time high, it’s time to understand how implementing the solution that’s being used by the world’s largest fleets in more than 100 countries can help you get ahead.
To see first-hand how Telogis transforms business, Telogis.co.uk or call +44 (0) 203 005 8805
Company Spotlight:Solarvista
fieldservicenews.com
The UK’s number one independent provider Why Whitbread, Costa Coffee, Britvic and many others choose Solarvista...
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olarvista Software is an award-winning pioneer in service management technology, including integrated Field Service Management, Customer Relationship Management (CRM), Mobile Data and Scheduling systems. Established in 1991, Solarvista has become the number one independent supplier within the UK delivering these types of solutions to thousands of users in more than 20 countries. Who Uses Solarvista’s Service Management Software? Solarvista Software is used by, and provides benefits for, both large and small businesses in all types of industry. The technology is proven to be beneficial for companies aiming to increase efficiency and improve customer service and Solarvista consistently strives to be at the forefront of innovation with our UK based development team.
There are a number of reasons
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that major companies including Whitbread, Costa Coffee, Britvic, Arqiva and Greene King have chosen to use Solarvista Software. Not only for the technology and its ease of use, but also the knowledge that comes with two decades experience in this field, implementing this kind of software.
Key Benefits of Service Management Software Throughout this cycle, Solarvista delivers a real competitive advantage in a number of ways such as: •
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streamlining and automating business processes eliminating inefficiencies highlighting revenue opportunities improving service level compliance minimising downtime automating billing
Why Do They Use Solarvista’s Service Management Software?
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Solarvista’s software solutions are designed for companies that market, sell, service and support equipment and / or assets or that provide professional services in order to deliver a real competitive advantage.
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They work throughout every step of the process; from the point of the initial lead or opportunity, through quotations, order processing, installation and commissioning, servicing and maintenance, to equipment and asset retirement and replacement.
Overall, Solarvista strives to work with a company to understand the issues it faces and to develop an individually tailored solution. This ensures that we have an excellent working relationship with our customers, resulting in the fast implementation of a stable and efficient service management operation.
In short, it improves customer service, drives down costs, maximises revenue and generates higher profits.
Company Spotlight: mplsystems
fieldservicenews.com
Truly optimise the end to end service process mplsystems offer a solution that brings together all departments and provides simple intuitive tools...
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plsystems understands that the key objective for any facilities management or engineering maintenance organisation is to offer clients excellent and responsive service, whilst managing cost and efficiency of field workers. However, to achieve these goals entails managing and coordinating diverse departments with competing priorities and disparate systems. In response to these major challenges, mplsystems have designed a solution that brings together all departments and provides simple intuitive tools which allow organisations to truly optimise the end to end service process with a true realtime overview of maintenance and support activities across their entire operation. The solution encompasses a unified service desk portal, automatic and dynamic scheduling as well as mobile communications for field
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personnel through dedicated apps for all leading smart phones.
mobile staff.
Key Features: •
As well as giving visibility of field workers, optimising schedules and allocating reactive jobs in real time, a customised field worker mobile apps provide the capability to send Job details, part requests and updates out to field workers in real time. In addition apps can incorporate sales and marketing functions to enable field workers to cross and upsell activities. An analysis and reporting package is provided to give organisations visibility of historic and real-time performance. Directly linking service desk and field operations, organisations of any size can effectively automate key processes – and because this service is now available on a cloud-enabled pay-per-usage basis, it can prove particularly cost effective for all workforce sizes, from just 15 to over 500
• • • • • • • • • • • •
Automated & Dynamic Drag Drop Scheduling CRM & Case Management Multi-Channel Contact Centre Self Service Web Portals & Mobile Apps Parts Management Mobile Field Service Comms In Field data Collection Rota Management Costing & Invoice In Field Sales Smart Agent desktops Analytics, Reporting & Dashboards Work Force Optimisation
A wide range of organizations, including Balfour Beatty Workplace, SSS UK, Metric Group, Aramark, Robert Woodhead and Gamestec, have already achieved outstanding business benefits by implementing mplsystems end to end field service management solutions.
Field service hardware
Company Spotlight:Motion Computing
fieldservicenews.com
Desgined to empower the worker on the move... Why the Motion Computing team makes it their business to understand your business.... Motion Computing® empowers organisations worldwide with technology solutions designed to optimise the performance of mobile workers. Building on a foundation of award-winning technical expertise and decades of industry experience, the Motion® team makes it their business to understand your business. Through industryleading rugged tablet PCs, tailored accessories and services, Motion delivers mobile technology solutions customised to business workflows. Purposely built for vertical markets including field service, healthcare, utilities, construction, retail, public safety and first responders, Motion’s suite of mobile technology solutions improves worker productivity, data accuracy and security, while enabling real-time decision making at the point-ofservice. Customers report lower
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operational expenses, increased efficiency and enhanced customer service.
“Building on a foundation of award-winning technical expertise and decades of industry experience” Designed to empower the worker who moves from the field to the vehicle to the office, the R12™ Platform includes a sleek and lightweight FHD 12.5” rugged tablet along with a wide array of thoughtfully designed accessories. All products in the R12 Platform were created by Motion to seamlessly and beautifully work together for incomparable efficiency and unbeatable productivity in public safety, construction
and field service. Elsewhere, at only 3.3 lbs. with a slip-free grip and molded handle, the Motion ® F5te Tablet PC is a companion tool for field workers. Powered with up to the Intel® Core™ i7 vPro™ processor, the F5te offers uncompromising levels of performance and advanced remote management capabilities. Mobile workers are equipped with many integrated features to accomplish virtually any tasks their demanding environments require – indoors or outdoors. The F5te enables realtime communication and collaboration between field workers and back office operations. The mobile technology platform makes it easy to take technology into the field for streamlined processes and increased productivity. Motion makes its solutions available through a global network of value added resellers and distributors.
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A tale of two markets? Field service and the rugged tablet Xplore Technologies’ Sandy McCaskie asks whether the rising “consumer made rugged� approach can work for field service companies? In an industry so exposed to mobile technology it was inevitable that consumerisation would have a huge impact on field service. Mobile phones, tablet PCs and intuitive, point solution apps have all been part of the FSM landscape for years. And it is now clear that the consumer manufacturers have their sights set on the industry. It is easy to understand why there has been such profound interest in this market. Gartner research puts the revenue for packaged field service dispatch and workforce management software applications, not including service revenue, at approximately $1.2 billion in 2012, with a compound annual growth rate of 12.7%. Other analysts forecast the Global Field Service
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Management market to grow at a CAGR of 4 percent over the period 2012-2016. Much of this growth has been driven and will continue to come from small and medium-sized enterprises and though high implementation costs could pose a challenge to the growth of this market, the clear commercial drivers are presently winning. Top of this list of drivers is that an ever-more competitive landscape means service businesses are struggling to differentiate themselves to a customer base with expectations at an all-time high. As the number of customer touch-points increases for every brand, services in the field are rapidly becoming the new frontline in the battle for
competitive market share, playing a major role in customer satisfaction, brand reputation and customer retention and profitability. Adding to this, logistical challenges, unpredictable fuel prices, incoming legislative requirements and environmental concerns make today a challenging time to run a service operation. These service organisations will need to invest in a number of initiatives to tackle these elements. At the risk of sounding predictable, it is the technology at the heart of those customer interactions in the field that will be vital and needs most intense scrutiny. In recent research, 88% of field service directors say
Expert View: Sandy McCaskie, Xplore Technologies
say that increasing workforce productivity and utilisation is an important strategic objective but less than 20% had implemented fully automated scheduling, dispatch and mobility systems to deliver real-time visibility and control of field service operations. The research suggests that the need to integrate a diverse mix of often incompatible legacy systems is preventing many organisations from realising the full potential of technology to increase workforce efficiency, a crucial factor in achieving service excellence. This is one half of the story - the other comes from the development of the rugged tablet market.
“The rugged tablet market, has shown consistent quarterly growth upwards of 20% for the past two years, is showing signs of slowing”
The rugged tablet market, has shown consistent quarterly growth upwards of 20% for the past two years, is showing signs of slowing. VDC anticipates that the rugged tablet market will top $500 million in 2014 and that the increased adoption of Android will present a growing opportunity as more enterprises move to adopt the OS for line-ofbusiness applications. This is in comparison to the rugged handheld market, which represents the single-largest mobile computing category at nearly $600 million. This battle between form factor is keenly fought in field service: recent VDC research showed that 89% of “field mobility” businesses deploy smartphones, 67% deploy tablets, 24% use a rugged handheld and 28% use a rugged tablet. This dominance of consumer tablets over rugged tablets pervades all vertical markets, but so does the closeness of the figures of those deploying rugged handheld and tablets. At the present time, in many cases the decision to deploy a rugged tablet is at the immediate expense of rugged handhelds, rather than a consumer tablet.
This can be best understood because rugged tablets offer a better “point of convergence” for all of the demands on the technology in the field, especially when compared to handhelds or even ruggedised smartphones.
“There are some strong conflicting factors at play for the rugged tablet market at the present time top of which is the need to develop more consumerinspired designs...” However, there are some strong conflicting factors at play for the rugged tablet market at the present time - top of which is the need to develop more consumer-inspired designs versus maintaining legacy capabilities when dealing with verticals that are typically averse to change. And of course, one of the problems with making a tablet
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that is built to last, is that refresh cycles are going to be further apart. However, the fact remains that the enterprise tablet market, especially a rugged market that comes with added incentives of billable service, peripherals for workflow and strong customer loyalty is going to spark the interest of the major manufacturers.
“The fact remains a rugged market that comes with added incentives of billable service, peripherals for workflow and strong customer loyalty is going to spark the interest of the major manufacturers” Samsung has recently made strong attempts to secure rugged business.
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Expert View: Sandy McCaskie, Xplore Technologies
Field service, alongside construction, is going to be a great proving ground to see if this “consumer made rugged” approach can work. This is not just a simple case of ruggedised casing on existing consumer models. Peripherals, be they data collection units, docks, carry bags etc are important considerations. Small design nuances like a handle, stylus input and screen viewability will cause a lot of early changes for these consumer-based units. But much will come from the simple question of if these consumer-focused manufacturers understand the vertical markets in which they will operate. Consumer taste changes fast. IT investment cycles do not. There is a reason for imposing standards such as software security or methods of data collection. The worry is that using consumer based units is - frankly - begging to have holes ripped into the fragile fabric of mobile data security.
“Using consumer based units is frankly - begging to have holes ripped into the fragile fabric of mobile data security” A lot of the expertise (and therefore control) is in the hands of the channel and some manufacturers may not like that. And let us not forget that the rugged market is already dominated by a consumer name. For those of us already engaged in developing ruggedised tablets for professional markets such as field service, we must view the the entrance of the large consumer manufacturers as a call to arms. The response will be one of innovation, keen alignment to the demands of the industry, And perhaps one or two moments of disruption too.
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Company Spotlight: Panasonic
Toughbook and Toughpad – staying at the forefront of the rugged revolution Field service is a specialist industry demanding specialist tools, especially when it comes to technology... The tools required for empowering field workers are both varied and essential to aiding a field engineers workflow. So what features and capabilities make these ‘rugged’ workhorses so useful to field workers? And why are they so different from their more consumerfocused cousins? For an answer, it’s worth investigating the current product families offered by Panasonic, the world leader in rugged computing. The efficiency, productivity and safety of mobile workers has been revolutionised over the past two decades and a key driver in this change has been the introduction of rugged mobile computing devices. Whether repairing utilities or delivering goods and services, today’s mobile professionals are
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unlikely to be without a mobile computing device of some kind close by their side or in their vehicle.
team working has been improved beyond measure.
In recent years the market has evolved and the technology developed, the range and so the capabilities of the devices has also increased. And no one has done more to drive the market forward than Panasonic Toughbook and Toughpad.
Panasonic Toughpad tablets help drive efficiency and productivity in ways that were never previously possible; capable of operating outdoors in a variety of extreme and remote environments.
By making its devices more lightweight, ergonomic and rugged, they have become easier and more efficient to use. By allowing field workers to capture data electronically and access office-based systems and information, productivity has been revolutionised. And by ensuring remote workers have access to email and messaging communications,
Panasonic Toughpad – changing the face of professional tablets
The Toughpad range includes a variety of models, all suitable to different industries and environment conditions. All Toughpad models are developed at the Panasonic factory responsible for the research, design and testing before being distributed to retailers. The devices are especially suitable for field applications in markets such as aviation, construction, field sales and the public sector, due to their capability
Panasonic recommends Windows.
BREAKTHROUGH MOBILITY Panasonic Toughbook and Toughpad – the perfect fit for field service Featuring Intel Core™ i5 vPro™ processors, our specialist range includes: ®
• The outdoor performance of the FZ-M1 and FZ-G1 Toughpad tablets • The fully rugged durability of the Toughbook CF-19 • The convertible flexibility of the Toughbook CF-C2
So when you’re looking for the perfect companion for your mobile engineers, talk to Panasonic for the ideal answer. Call now on 01273 765 114 Visit www.toughbook.eu
For users looking for voice capability, there are also the Qualcomm®-powered Toughpad FZ-E1 and FZ-X1 5" fully rugged tablets
Intel, the Intel logo, Intel Core, Intel vPro, Core Inside and vPro Inside are trademarks of Intel Corporation in the U.S. and other countries.
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to perform under exposure to extreme and constantly changing environments.
responsible for the research, design and testing before being distributed to retailers.
Panasonic Toughpad – changing the face of professional tablets
The devices are especially suitable for field applications in markets such as aviation, construction, field sales and the public sector, due to their capability to perform under exposure to extreme and constantly changing environments.
Panasonic Toughpad tablets help drive efficiency and productivity in ways that were never previously possible; capable of operating outdoors in a variety of extreme and remote environments. The Toughpad range includes a variety of models, all suitable to different industries and environment conditions. All Toughpad models are developed at the Panasonic factory
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Toughpad FZ-E1/FZ-X1
The 5” Toughpad FZ-E1 brings together the best of handheld, smartphone and optional barcode reader functionality into a single rugged and hard working
tablet. It’s one of the first devices in the Toughpad line to offer voice connectivity and has been designed for mobile field workers in the transportation and logistics, postal services, defence, emergency and public safety, utilities, retail and manufacturing sectors. Thanks to its fully-rugged design with MIL-STD-810G certification, IP68 ratings and 3 metre drop resistance, the device is capable of operating in temperatures of -20°C to +60°C and promises a long life span and very low TCO. The user replaceable and hotswappable, high-capacity
Company Spotlight: Panasonic
6200mAh battery offers an amazing 14 hours of continuous data access, 23 hours talk time or 1000 hours on standby. Along with the FZ-X1 Android™ Handheld version, the FZ-E1’s state-of-the-art Qualcomm® quadcore processor, together with 2GB RAM, guarantees high performance. The devices’ numerous unique enterprise-grade features include user configurable buttons and sunlight-readable, anti-reflective toughened HD touchscreen display that works even when the user is wearing heavy gloves. It includes a rain-sensing feature
that allows for single-touch use even in pouring rain. The integrated high-accuracy GPS functionality is ideal for field workers that require navigation in vehicles and pinpoint location capabilities, with accuracy to between 2-4m.
Toughpad FZ-G1 The fully rugged Toughpad FZ-G1 tablet with Windows 8.1 Pro sets the new benchmark for outdoor viewable tablets – making it ideal for field workforces in outdoor environments. With its capacitive, 10-finger multitouch display and digitizer pen and flexible configurable ports,
this device can be used to view high-definition documentation and images in the field, whilst benefitting from connectivity options to ensure data is always available when needed. The flexible configuration port gives business users the legacy port options they require in a compact, fully rugged and lightweight form factor.
Toughpad FZ-M1 Delivering the full capabilities of Windows 8.1 Pro in pocket size and powered by a fourthgeneration Intel® Core™ i5 vPro processor, this is a tablet that means small dimensions can
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finally deliver big productivity. Its diminutive 7” size make it easy to carry, while a lightweight, slimline body (just 540g in weight and 18mm in depth) means it’s always a comfortable mobile companion. As a fully rugged Toughpad, however, it’s more than ready for whatever comes its way. With a fanless design, it can stand drops of up to 150cm and is IP65-rated against dust and water. Equally, when the temperature goes to extremes, the FZ-M1 works on regardless, being capable of operating in conditions ranging from -10 to +50°C.
Toughpad FZ-B2 Ideal for industry sectors using light applications and looking to replace their ageing business PDAs, the Toughpad FZ-B2 – with its energy efficient and mobilitydesigned Intel® Celeron™ processor – is an affordable and flexible mobile solution. With its capacitive, 5-finger multi-touch display, flexible configurable ports and business expansion capability, this Android™ device is a specialist when it comes to field service.
Panasonic Toughbook – the original field service specialist Toughbook doesn’t just lead the ruggedised PC and tablet market, it defined it. Since the first model launched almost 20 years ago, Toughbook mobile PCs and tablets have created * Tested at Panasonic Factory
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Company Spotlight: Panasonic
their own niche in the world of mobile technology, redefining the possibilities of access to data and applications in the most challenging of environments.
Toughbook CF-19 Featuring a revolutionary LCD screen that transforms from a high-performance notebook into a fully portable tablet PC, the CF-19 convertible tablet PC is reliable and durable, yet remarkably lightweight at just 2.3kg. Its optimised transflective plus display technology, with low reflection, allows for perfect visibility even in direct sunlight environments (up to 6.500cd/m2 reflective brightness, depending on light conditions). The LCD itself is protected by a durable scratch-resistant magnesium alloy case, mounted to the base cabinet with a reinforced 180º rotatable hinge. A double waterproof structure ensures a tight, durable seal that complies with IP65* water and dust-proofing standards and a special HDD-heater counters any adverse temperatures.
Toughbook CF-C2 One of the most durable and flexible business convertible PCs in the market, the Windows 8.1 Pro-equipped Toughbook CF-C2 combines desktop performance, world-class connectivity and advanced mobility features to provide the ideal tool for mobile
workers who need to multitask. A unique ‘assisted triple hinge’ design enhances ruggedness and smoothness when the screen is rotated, and a hands-free ergonomic strap prevents drops and increases convenience for the user.
Toughbook CF-AX3 Drawing on its long pedigree of combining ergonomic and durable design, Panasonic introduced the highly mobile, lightweight and stylish Toughbook CF-AX3 Windows 8.1 Ultrabook™ inspired by Intel. With its unique and robust 360° flip-over hinge design and 10-finger capacitive touchscreen, the device is designed to be used in notebook mode by mobile executives who need traditional keyboard input and tablet mode by mobile professionals who need to input data on the move, whilst holding the device in one hand.
Is the Tough choice the right choice for you? With all of this in mind, if you’re considering devices for roll-out across your field service teams, take a moment to think: are the notebook PCs and tablets you’re choosing built for purpose? Are they up to the demands of your field workers? Can they match the specialist mobile abilities of Panasonic Toughbook and Toughpad?
Field service consultants
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Company Spotlight: Leadent Solutions
Knowledge, understanding and expertise... Leadent Solutions long established reputation is based on a deep understanding of the industries they serve...
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e are a niche management consultancy helping organisations drive improved business performance from their service operations. We work in partnership with our clients to design and optimise their entire service operating model from the back to the front office. Our approach is centred on real experience gathered at the sharp end of the best practices required to truly optimise efficiency and customer service – across people, process, information and technology. Your workforce is at the heart of your business, engaging with your customers each and every day. This means that they hold the key to your business’s ability to differentiate, to operate efficiently, and to position for future success. Even in leading edge companies, change, whether technology-led or
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through organisational evolution, is both essential and fraught with risk. Getting it wrong is not an option – it is vital to select an advisory partner with the knowledge to deliver and a business model based on expert advice, not leverage of an expensive bench.
“Getting it wrong is not an option...” With a long-established reputation based on delivering organisational and technologyenabled change across a diversity of global servicecentric organisations, we have developed an enviable reputation for the quality of our people, our delivery and our market knowledge. Our sole objective is to improve client performance and competitiveness by bringing our specialist knowledge and experience to the table and applying it to your specific
business challenge. We bring a refreshing approach to business and technology consulting – we operate without egos, but with the confidence to ensure our clients are successful. Major transformation requires multi -discipline teams; we recruit individuals who can work seamlessly across process and technology as well as understand the implications of change on people. Our thinking is encapsulated in our Transformation Approach™, the overarching framework for all of our services, aligning the requirements for change across people, process, information and technology. The approach keeps a constant focus on the real outcomes expected from a programme and what it will take to achieve effective buy-in and sustainable benefits. It is the foundation stone which ensures that quality is built in to everything we do.
fieldservicenews.com
Company Spotlight: Frank-Partners
Select the right path for your service journey How Frank-Partners can help your service organisation boost growth and inspire change... The digitalisation of technology is merging the world of products and services presenting tremendous opportunities to B2B businesses. In this world, Frank-Partners enables businesses to find their pathways to growth through Service Thinking. We inspire Manufacturing & Technology businesses to release their service potential, through a deep insight into their customer’s business model & processes. Through imagination, operational excellence and leveraging the capabilities of connected & smarter products, we will accelerate service business growth to over 20% per year. Our passion for customer value, and track record of leading service transformation in diverse industries, enables a tailored holistic approach that enables leaders to achieve their goals more effectively. Analytical tools developed with leading global thinkers and
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companies complement our pragmatic style. When needed, we partner with colleagues who excel in their professional niche. • In particular we focus on two common business challenges.
Boosting Growth •
•
•
VALUE Assessments of service operations and the customer value chain to increase revenue, productivity, remote services and customer experience. GOTO MARKET implementation: Advisory on innovation & portfolio management, service design and deployment processes. Coaching on service sales & working through 3rd party ecosystems. SERVICE DELIVERY: Achieving process excellence in parts, field service, call centre engineering & knowledge management. Tailored programmes to develop
high performance organisations that can deliver consistent customer experience PLANNING and Project Management
Inspire, Transform and Change •
•
•
•
•
Develop a compelling reason for change based on facts. Create leadership alignment through visioning/strategic workshops and programmes Coach, train, create belief, as your teams scope, plan, design and pilot new ways of doing business Achieve results and sustain performance through project management, performance management, lifecycle & portfolio management Our uniqueness is a mix between business experience, leading edge thinking and a results oriented commercial approach.
The A to Z of companies that can help your field service operations
fieldservicenews.com
Services provided include: Job Scheduling, Planned preventative maintenance, Self Service.
Web: www.theaccessgroup.com Phone: +44 (0) 845 345 3300
Email: tellmemore@theaccessgroup.com Acer: Services include:
Web: www.acer.co.uk Rugged Tablets
Phone: 0870 853 1005 Service include: Vehicle tracking, Scheduling, Fleet Management Web: www.aeromark.co.uk Phone: +44 (0) 845 330 5757
Services Include: Mapping software, mileage software, Trucking and logistics solutions
Web: www.alk.com Phone: +44 (0) 20 7404 4260 For over 30 years, our industry-leading software, including Siclops and Service Director, has helped UK businesses gain instant access to realtime information, increase efficiency and gain unprecedented insight into the most, and least, profitable areas of your business.
From small repairs and big installations to planned preventative maintenance, our range of service management software helps organisations increase first time fix, maximise customer satisfaction and manage your workforce ‘on-the-move’. Web: www.advancedfieldservice.com Email: fieldservice@advancedcomputersoftware.com
Phone: +44 (0) 1202 298008
Services provided: Call management, Scheduling, Contract management, Sales & prospecting, Stock management, Mobile solutions, Management reporting, Accounting & finance, Hosted solutions, Document management, Analytics and manny more AML: Web: www.amltd.com Services include: Handheld Computers Arbor: Web: www.arbor.com.tw Services include: Rugged Mobile Computers Aviva: Web: www.aviva.co.uk Services include: Fleet risk management B2M Solutions: Services include:
Web: www.b2m-solutions.com Strategic mobility intelligence.
Phone: +18006484452 Phone: +44 1908 310100 Phone: 0500 55 99 77 Phone: 01235 32750
Services provided include: Asset Tracking, Mobile Device Management, Mobile Workforce Management Web: www.tbwsolutions.com Phone: +44 (0)844 567 7670
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A to Z of companies that can help your field service operations
BDA is the specialist Air and Road In-night provider from mainland Europe into the UK and Ireland. Connecting each evening from Germany, the Benelux and France, with its own freight only aircraft and daily road line-hauls. Perfectly complementing, a full range of urgent, time critical and day definite delivery solutions.
BDA is the specialist Air and Road In
provider mainland Europe into Web: www.bdaviation.com Phone:from +44 (0) 2476 30 30 10 Key contact: Steve Court Email: steve.court@bdaviation.com UK and Ireland. Connecting each ev
from Germany, the Benelux and Fra
Services provided: Dedicated Air and Road express routes. Netherlands, with Germany, its own Coventry, freight Ireland only aircraft and including ROI. In-night, Pre7, Pre8, Pre9, Noon and Next Day, final mile delivery solutions. Warranty road line-hauls. Perfectly compleme and spare part returns. B2B and B2C supply chain solutions.
a full range of urgent, time critical a day definite delivery solutions.
Service include: Wireless handheld devices, rugged tablet computers, depot solutions
Web: www.boxtechnologies.com Phone: +44 (0) 1844 264000 Services Include: Distribution services, drop box delivery, European coverage, Web: www.bybox.com
Phone: 0844 800 5219 Products include: Rugged Tablets, Rugged Handhelds, Mobile PDAs
Web: www.casio.co.uk/products/mobile-technology
Tel: 0208 208 7859 Email: BSDSupport@casio.co.uk
We deliver… products and parts direct to your engineers, wherever they are. We are specialists in flexible express and same day delivery solutions, and can save you money and time with our ‘in-night’ and ‘in-boot’ courier services, with deliveries being made securely and efficiently before the working day even begins. You can download our FREE app, MyCourier, to book and track your deliveries on the go. Available on Apple, Android and Blackberry, giving you a quick, easy to use, trackable solution for your logistics needs. Web: www.citysprint.co.uk Phone: 020 7880 1412 Email: in-night@citysprint.co.uk Services Provided: SameDay Courier, UK and International logistics, technical courier, logistics solution design, multi-drop courier, parts distribution.
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fieldservicenews.com
Services include: Web based fleet management, windows based fleet management, installation management Email: sales@chevinfleet.co.uk
Web: www.chevinfleet.com Tel: 01773 821 992
Services include: Fleet management fleet compliance, Mobile Workforce Solutions Web:www.civica.co.uk Phone: 01454 874 002
Email: tranman@civica.co.uk ClickSoftware is the leading provider of automated mobile workforce management and optimisation solutions supporting field workers worldwide.
We are the only company that manages all time-related services with one, single platform, enabling our customers to Master the MomentTM of service engagement. With powerful algorithms and artificial intelligence, our solution is comparable to thousands of brains processing your company’s unique workflow in real-time. The result is an instant picture of current activities where smarter decisions can affect your bottom line. ClickSoftware is at the heart of the most successful service operations around the world - from small businesses to large enterprises, in the cloud or on premise. Web: www.clicksoftware.com Email: info@clicksoftware.com
Phone: +44 (0) 1628 607 000
Services provided: Capacity Planning, Demand Forecasting, Shift Management, Schedule and Dispatch, Mobile Field Execution, Enterprise Mobile Apps, Performance Measurement Services provided include: Service Management & Scheduling Software, Mobile Workforce Management Web: www.fsm.comarch.com Key Contact: Szymon Uczciwek
Phone: +48 42 2883089 Email: fsm-enquiries@comarch.com
Cognito is a leading provider of service management solutions to organisations with large mobile workforces. For more than 20 years we have been at the leading edge of innovation when it comes to helping clients drive field force performance, exceed customer expectations and deliver consistently excellent service. We believe that better data drives smarter decisions. Built upon the industry’s most comprehensive operational information architecture, our flagship Cognito iQ strategic service performance platform combines an innovative behaviour-based workflow with powerful proactive performance management insights that enable managers to systematically improve both efficiency and effectiveness. Web: www.cognitoIQ.com Email: info@cognitoiq.com
Phone: +44 (0)1635 508200
Services provided: Cognito iQ strategic service performance platform, mobile workforce management, mobile workflow, dynamic scheduling, performance management dashboards, cloud based solutions, hosted services, 24*7 support, consultancy services, proactive account management
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A to Z of companies that can help your field service operations
Coresystems is an award-winning cloud-based mobile business solutions company. The company builds innovative platforms, tools and applications that enable small, medium and large companies to effectively manage their business processes and better serve their customers. Over 120,000 users throughout the world in a range of industries use Coresystems’ apps to quickly navigate, capture, record and report on highly complex business processes. In addition, coresystems has a team of qualified consultants to guide complex ERP projects to find solutions that best fit customer needs. Headquartered in Windisch, Switzerland, coresystems was founded in 2002 and currently has several offices around the world, including London, New York, Sao Paolo and Shanghai. Web: www.cognitoIQ.com Email: info@cognitoiq.com
Phone: +44 (0)1635 508200
Services provided: Cognito iQ strategic service performance platform, mobile workforce management, mobile workflow, dynamic scheduling, performance management dashboards, cloud based solutions, hosted services, 24*7 support, consultancy services, proactive account management Services include: Fully rugged and semi rugged. laptops
Web: www.dell.com
Phone: 0844 338 1021
Services include: Freight transportation, warehousing and distribution, supply chain solutions Web: www.dhl.co.uk Phone: +44 (0) 844 248 0844 Services include: Warehousing & Distribution, One hour delivery slots, On site old for new swap. Web: www.dpd.co.uk Phone: +44 (0) 845 9 505 505 Exel Computer Systems plc celebrate 30 years of innovation in 2015. Exel is a UK software author that has been developing, implementing and supporting business software solutions since 1985. With hundreds of successful implementations and thousands of users around the world, Exel has a proven track record of working with some of the world’s most well-known organisations.
Web: www.eaglefieldservice.com Phone: +44 (0)115 9460 101 Key Contact: Mr. Carl Cridland Email: enquiries@eaglefieldservice.com Services provided: Assisted Scheduling, Workforce Optimisation, Route Optimisation, Audit Trail, Business Intelligence, Reporting Tools, Workflow, Document Management, Customisation Toolsets, Outlook Integration and more...
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fieldservicenews.com
Products include: Tablets, touchscreens, touch computers Web: www.elotouch.com Tel: 01793 441 407 Field Engineer: Web: www.fieldengineer.co.uk Services include: PDA compatability FleetCor: Web: www.fleetcor.com Services include: Fuel Cards
Phone: 0203 141 9882 Phone: 0800 39 37 36
Services include: Schedule Optimisation, Real time dispatch, field service integration Web: www.fieldpower.com Key Contact: Amitava Paul
Phone: +44 ( 0)2079544250 Email: saleseurope@zsl.com
For more than over 20 years FLS GmbH has specialized in the optimization of service processes, from real-time scheduling and mobile workforce management to dynamic route optimization. FLS VISITOUR and its product portfolio are based on the worldwide unique scheduling algorithm PowerOpt that facilitates completely new methods of operating in real-time and with immense precision, even under extremely high workloads. FLS customers, among them companies like Atlas Copco, IBM, Jungheinrich and Sky, profit from maximum efficiency, reduced field service operational costs by up to 20% and significant improvements in their customer service quality. FLS is headquartered in Germany and has operations in the UK, Netherlands, Scandinavia and USA. Web: www.fastleansmart.com Key Contact: Jeremy Squire, Managing Director FLS UK
Phone: +44 (0) 1189-380315 Email: info@fastleansmart.co.uk
Services include: Workforce Management and Optimization, Real-Time Scheduling, , Field Service Management, Dynamic Route Optimization, Workflow Processing, Resource Scheduling, Mobile Solutions, Reporting Tools, Document management, Microsoft Dynamics CRM Integration... Fleet Risk Control: Web: www.fleetriskcontrol.co.uk Services include: Fleet Risk Management Garmin: Web: www8.garmin.com Services include: Fleet Management
Phone: 0193 486 1250 Phone: 023 8052 4000
Frank-Partners enables businesses to find their pathways to growth through Service Thinking. We inspire Manufacturing & Technology businesses to release their service potential, through a deep insight into their customer’s business model & processes. Through imagination, operational excellence and leveraging the capabilities of connected & smarter products, we will accelerate service business growth to over 20% per year. Our passion for customer value, and track record of leading service transformation in diverse industries, enables a tailored holistic approach that enables leaders to achieve their goals more effectively. Web: frank-partners.com
Phone: +352 621 215 856
Products: Creating the mind-set & roadmap for Innovation, Growth & Change, Developing and executing coherent service strategies, New Services propositions & moving to Integrated Solutions, Achieving optimal cost performance through operational and process excellence, Moving from IoT & Big Data concepts, to real value adding remote solutions
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A to Z of companies that can help your field service operations
As a leading ruggedized computing solution supplier, Getac offers the most extensive rugged computing product lines covering notebook, tablets and handhelds, and the ruggedness level ranges from fully rugged, semi-rugged to business rugged. All products utilize state of the art technologies, and meet with international testing criteria. Getac rugged products are used in a wide range of fields, crossing defense, law enforcement, public safety, utility, field service, oil and gas, telecommunications, transportation, manufacturing and mobile workforce. Getac provides customized service to meet the varying requirements of different vertical markets. Web: www.getac.com
Phone: +44 (0) 1952 207 221
Products: Semi Rugged, Rugged & Business Rugged: Notebooks, Tablets, Convertable Notebooks, Handheld. Software.
GeoPal
Services provided include: Customisable Mobile Forms / Mobile Data Capture, Workforce Management, Lone Worker Protection
Web: www.geopalsolutions.com
Phone: 0800 520 0458 Email: sales@geopalsolutions.com
Handheld is a leading supplier of high quality, full-featured rugged mobile computers from PDA’s to Tablets to Notebooks. Our versatile product range ensures the most durable and cost effective solution for practically any mobile computing challenge. Handheld deliver complete mobility solutions to industries such as logistics, forestry, geodesy, public transport, construction, service and maintenance, military and security. Web: www.handhelduk.com Phone: +44 (0)1926 333 266 Key contact: Dave Cawsey, Managing Director Email: d.cawsey@handhelduk.com Products: Rugged Notebook(Algiz XRW) Rugged Tablet PC (Algiz 7 and Algiz 10X), Rugged PDA (Nautiz X3, Nautiz X5, Nautiz X7) Rugged Smartphone (Nautiz X1) Rugged Imprinter (SP400X) High 5 Software: Services include:
Web: www.high5software.com Mobile Field Tech platform
Honeywell: Web: www.honeywell.com Services include: Mobile printers
Phone: +1 800 585-1696 Phone: 001 (480) 353-3020.
IEI Mobile: Web: www.ieimobile.com Services include: Industrial PDA
Phone: +886-2-8691-6798
Inform GMBH: Services include:
Phone:+49 240894 56222
Web: www.inform-software.com Advanced planning & scheduling software
Isotrak: Web: www.isotrak.uk.com Services include: Vehicle Tracking
Phone: 01908 540700
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fieldservicenews.com
IFS™ is a globally recognised leader in developing and delivering business software for enterprise resource planning (ERP), enterprise asset management (EAM) and enterprise service management (ESM). IFS Enterprise Service Management is a full service lifecycle management solution for every service provider. Whether you are providing service in the field, in a plant, at a customer’s home or office, in a depot environment, on linear or other capital assets, or anywhere else, IFS Enterprise Service Management has a solution for you. This is available regardless of whether you are delivering service through booking appointments, against demanding Service Level Agreements (SLAs), adhering to maintenance contracts, with businesses, or directly with consumers. Web: www.ifsworld.com/uk Key Contact: Ms. Christine Murphy
Phone: +44 (0) 1494 428991 Email: christine.murphy@ifsworld.com
Services provided: Field service management software, Schedule optimisation & routing software, Service management software, Mobile workforce management software, Maintenance Repair & Overhaul (MRO) software, Predictive service management analytics, Enterprise Resource Planning (ERP) software optimised for service provision Services include: Warehouse Services, Spares, parts and asset management, forward and reverse logistics. Web: www.jmbrook.co.uk Phone: +44 (0) 1924 239 994 Job Logic: Web: www.joblogic.com Services include: Capture expenses, time sheets etc
Phone: 0121 250 1027
Founded in 1993, Juniper Systems, Inc. is now a worldleader in ultra-rugged handheld computers and intuitive field computing solutions. At Juniper Systems we design, manufacture and service all of our products at our Logan, Utah location. This centralization of design, production and service allows us to focus on quality, and lends to an excellent record of innovation and customer service. We work with customers and business partners locally and internationally to create integrated solutions for focused markets. Web: www.junipersys.com Phone: 001 435.753.1881 Email: sales@junipersys.com Products: Hanheld computers, rugged handheld computers, rugged notepads, field PCs, field mapping solutions, software, custom products. Key Computers: Services include:
Web: www.keycomputers.co.uk Service management Software.
Kronos: Web: www.kronos.co.uk Services include: Scheduling Software.
Phone: 01942 261671 Phone: 0118 978 9784
Products include: Mobile printers, rugged tablets, PDA devices Email: info@maxatec-europe.com Web: www.maxatec-europe.com Phone: 0161 942 7850
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A to Z of companies that can help your field service operations
We are a niche management consultancy helping organisations drive improved business performance from their service operations. We work in partnership with our clients to design and optimise their entire service operating model from the back to the front office. Our approach is centred on real experience gathered at the sharp end of the best practices required to truly optimise efficiency and customer service – across people, process, information and technology. Web: www.leadentsolutions.com Phone: +44 (0)844 414 5707 Key Contact: Rachael Pullen Email: rachael.pullen@leadentsolutions.com Services provided: Mobile Workforce Technology Consultants, Strategy & Design, Build & Integrate, Transform & Implement. Mix Telematics: Services include:
Web: www.mixtelematics.co.uk Vehicle Tracking
Phone: 0121 717 5385
Local letterbox is an exciting new concept. It is the only national network of dedicated parcel shops, offering a real solution to the frustration faced by every online shopper - the ‘sorry you were out’ card. Local letterbox brings a sole purpose delivery solution, with clear benefits to carriers, consumers and retailers alike, capable of exceeding all stake holders’ expectations, whilst remaining ever mindful of retailers’ brand protection and providing a complete end-to-end retail experience. Phone: 0800 56 77 888
Web: www.localletterbox.co.uk Email: enquiries@localletterbox.co.uk
Services provided: Software as a Service, Scheduling software, Workforce optimization, Facilities and Asset Management, IT Services and Support, , Enterprise resource planning, Cloud based solutions Mobile Resource Management at its best.. Masternaut is Europe’s leading mobile resource management provider specialising in Vehicle & Asset Tracking, Mobile Workforce Applications and Microsoft Dynamics CRM and ERP software. The company serves thousands of businesses across Europe who trust Masternaut to deliver solutions that deliver tangible business benefits and return on investment. Web: www.masternaut.co.uk
Email: uk-info@masternaut.com Phone: +44 (0) 844 774 4486
Products: Vehicle tracking, tracking apps, communication centre, asset tracking, trailer tracking, temperature tracking, lone worker, RFID tracking, route optimiser, mobile workflow applications, CRM and accounting, Business intelligence, green solutions.
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fieldservicenews.com
Services provided include: Recruitment, Sales & Marketing, Interim Management Email: info@mg-solutions.biz Key Contact: Phil Goldstone
Web: www.mg-solutions.biz Phone: +44 (0) 844 815 5504
Micronet Web: www.micronet-europe.com Services include: Data capture
Phone: 0113 384 5800
Mind Your Service: Web: www.mindyourservice.com Services include: Mobile invoicing Mobilis: Web: www.mobiliscase.com Services include: Rugged Accessories
Phone: 0800 652 2423
My Mobile Workers: Services include:
Web: www.mymobileworkers.com Real time job reporting
Phone: 01942 295 999
Motivity: Services include:
Web: www.motivitymobile.com Remote access solutions
Phone: 0114 243 5544
Phone: 0208 747 8222
MFSM is an independent consultancy offering impartial advice, expertise and programme delivery capability for organisations seeking to transform or enhance the field service aspects of their business. MFSM can help develop mobile strategies and roadmaps, articulate requirements, build realistic and achievable business cases, and deliver the subsequent service improvement programmes. We can provide the ‘glue’ to new or faltering improvement and transformation programmes in the mobile service arena.
Web: www.mobilefieldservicemanagement.com Email: enquiries@mobilefieldservicemanagement.com
Key Contact: Mr. Derek Smallwood Phone: +44 (0) 7730-897235
Services provided: mobile strategy and roadmap definition, requirements gathering and business case development, supplier selection management, design and delivery of improvement programmes, project/ programme triage and recovery Motion Computing® empowers organisations worldwide with technology solutions designed to optimise the performance of mobile workers. Building on a foundation of award-winning technical expertise and decades of industry experience, the Motion® team makes it their business to understand your business. Through industry-leading rugged tablet PCs, tailored accessories and services, Motion delivers mobile technology solutions customised to business workflows. Web: www.motioncomputing.co.uk Phone: +44 (0) 1926 356 560 Key Contact: Manjit Dosanjh Email: idavies@motioncomputing.com Products: Ruggedised tablet PCs, Dashboard mounts, Charging docks, cases and carry straps, Peripherals for data entry including RFID scanner, magnetic stripe readers and barcode readers, Keyboards, pens and data input devices, Portable wireless Networks, Professional services including installation and management software
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A to Z of companies that can help your field service operations MJC2: Web: www.mjc2.com Services include: Field service optimization
Phone: 01344 760000
From Automated Scheduling to Customer Management to Mobile field communication, mplsystems provides an end to end field service solution. Every solution is tailored around each organisations individual processes and because it is entirely modular the mplsystems solution can easily integrate and join up existing systems and processes. Web: www.mplsystems.co.uk Key Contact: Susannah Richardson
Phone: 01926 623 500 Email: Susannah.richardson@mplsystems.co.uk
Services provided: Automated & Dynamic Drag Drop Scheduling, CRM & Case Management, MultiChannel Contact Centre, Self Service Web Portals & Mobile Apps, Parts Management, Mobile Field Service Comms, In Field data Collection, Rota Management, Costing & Invoice, In Field Sales, Smart Agent desktops, Analytics, Reporting & Dashboards, Work Force Optimisation
Navman Wireless is a world leader in the provision of vehicle tracking via GPS satellite technology and is trusted by more than 13,000 businesses across the globe. OnlineAVL Technology is at the heart of all the services we provide, which include vehicle tracking, two way messaging, integrated navigation and CANbus engine management technology. Continual multimillion pound investment in our core is what gives Navman Wireless the edge over its competition across the globe. Web: www.navmanwireless.co.uk Phone: +44 (0) 845 521 1133 Key contact: Ben Williams Email: info@navmanwireless.co.uk Services Provided: Vehicle Tracking, Messaging Systems, Integrated Sattelite Navigation, Temperature Monitoring, Driver Behaviour, Online AVL Technology,
Nice : Web: www.nice.com Services include: Workforce optimisation One Serve: Services include:
Web: www.oneserve.co.uk HTML5 browser-based technology
Phone: 0 972 9 775 3777 Phone: 0845 8731853
Products distributed: Mobile computing, barcoding, mobile printing Web: www.onlyrugged.com Phone: 01924 600 480 Optrak: Web: optrak.com Services include: Vehicle Routing Software
Phone: 01992 517 100
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fieldservicenews.com
Noventum assists companies to achieve profitable and sustainable growth through services. We provide best practices and service industry standards, benchmarking services, service business strategy consulting, service transformation, and people development services. Since 2001, over 200 successful projects were completed with Fortune 500 clients in three continents. So far hundreds of managers have attended our service management training courses. Noventum has what it takes to galvanise your Service Business! Web: www.noventum.eu Email: info@noventum.eu
Phone: +44 (0) 203 355 6667
Services provided: Best Practices, Benchmarking, Service Business Strategy, Service Transformation, People Development, Research Opticon: Services include:
Web: www.opticon.co.uk Windows Mobile PDA
Phone: 01582-635100
Paragon delivers software solutions that cut transport costs, improve efficiency and raise customer service level. With over 2,300 systems installed at 750 customer sites, our software is used for daily route scheduling and optimisation, strategic transport planning, and real time fleet management. Web: www.paragonrouting.com/uk Phone: 01306 732 600 Email: info@paragonrouting.com Services provided: Routing and scheduling optimisers, single depot, multi depot, integrated fleets, fleet controller, resource manager, route management system, total transport system, home delivery system, period planner, territory optimiser, logistics modelling.
Our UK network of independent shops provide optimal PickUp DropOff (PUDO)points for your Field Service Engineers. If we don’t have a location near one of your FSE’s, we’ll recruit the closest independent shop we can! We eliminate the need for your engineers to wait in for deliveries or travel to a depot to collect parts. Our aim is to maximise the time they have available to do what they do best. Utilising the nationwide network of collection points from our sister company Parcel PickUp enables you to specify where you need your parts to be and makes them easily accessible to your engineers. Web: www.parcelholders.co.uk Phone: +44 (0) 7708 193597 Key Contact: Monika Douglas Email: monika.douglas@parcelholders.co.uk Services include: Subscription and pay as you go options available; Bespoke PickUp, DropOff point recruitment; Suppliers can ship direct to our PickUp DropOff points; Use our website or connect to our API; Register now for your 14-day trial
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A to Z of companies that can help your field service operations Pdion: Web: www.mypidion.com Services include: Handheld Computers Protean Software: Web: www.proteansoftware.co.uk Services include: Allows real time job allocation
Phone: +82-70-7730-8071 Phone: 024 7666 6612
Pulsion Technology partners with its clients to mobilise their workforce and transform business operations. Pulsion’s field service management software, Konformance, connects you with your field workforce, giving you complete visibility of the service delivery operation while driving efficiency and profitability. Pulsion believes in supporting clients every step of the way, tailoring Konformance to meet the objectives of your business. Web: www.pulsion.co.uk Phone: 0141 352 2280 Email: sales@pulsion.co.uk Services provided: mobile workforce management, field service software solutions, form designer, mobile data capture, asset management, task scheduling, resource planning, issue management, data dashboards, client portal QBE: Web: www.qbeeurope.com Services include: Fleet Risk Management
Phone: 020 7105 4000
Services include: Real time tracking, products & reports, customisation Web: www.quartix.net
Tel: +44 (0) 870 013 6663
Red Zebra Software: Services include:
Web: www.redzebrasoftware.com Service Contract Management
Phone: 01844 202618
Services provided include: Sales, Rental and Repair of mobile computing and automated data capture solutions. Web: www.renovotec.com Phone: +44 (0) 845 293 0450
Services include: Local, national and international logistics, technical exchanges, white label logistics. Web: www.ricosameday.co.uk Tel: +44 (0) 844 472 1504 Road Angel Fleet: Services include: Route Monkey: Services include:
Web: www.roadangelfleet.com Vehicle Tracking Web: www.routemonkey.com GPS Tracking
Phone: 01327 855 586 Phone: 0845 643 5731
Services include: Relay logistics, warehousing and distribution services, Online despatch manager. Web: www.royalmail.com/logistics-services Tel: +44 (0) 8457 950 950
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fieldservicenews.com Rugged Book: Services include:
Web: www.ruggedbook.com.tw Rugged Laptops
Phone:+886 2 2214 1133
Services provided include: Specialist resellers for Trimble, Psion, Pdion and more Web: www.rm-systems.co.uk Key Contact: Ges Jones Sandpiper Corporation: Services include:
Phone: +44 (0)845 652 0816 Email: sales@rm-systems.co.uk
Web: www.sandpiper-corp.co.uk Wireless mobile computing
Phone: 0845 456 6671
Services provided include: Specialist Distributors of Mobile Computers, Mobile Printers, Software and More
Tel: +44 (0)800 915 5550 Email: sales.europe@scansource.eu
ServiceMax is the leading field service management solution for a new era of mobile business. We optimise end-to-end field service operations including: workforce optimisation, advanced scheduling and dispatch, parts logistics, inventory & depot repair, installed base entitlements, and social collaboration to ensure customers of all sizes – such as Coca-Cola Enterprises, Tyco, and McKinley Equipment – deliver flawless field service. But don’t just take our word for it, in a recent customer survey, average ServiceMax customer increased productivity due to mobile by 24%, revenue by 22%, and customer satisfaction by 15%. Built 100% native on the Salesforce1 platform, our software runs in the cloud on any mobile device and connects field technicians, companies and customers to provide a simple, yet powerful way to help companies perfect service delivery, drive revenue and growth, and delight customers. Web: www.servicemax.com Email: info_uk@servicemax.com
Phone: +44 20 300 48 920
Services provided: SaaS, Scheduling, workforce optimisation, parts, contracts, social, mobile, portals, reporting ServicePower, named Visionary in the Gartner 2014 Magic Quadrant for Field Service Management, published on December 22, 2014 by William McNeill, Michael Maoz and Jason Wong, and recipient of the 2014 M2M Evolution IoT Excellence Award by TMC and Crossfire Media, provides connected mobile field services solutions that bring together all aspects of the field service value chain, including the customer and the dispatch center, technician, claims and warranty processes, parts, the contracted workforce, assets, mobility, business intelligence, and social collaboration. Through continuous innovative, like M2M Connected Service, industry acknowledged optimization technology and cutting edge mobility, our software accelerates business efficiency gains and customer satisfaction while reducing costs, on one underlying and consistent platform. Web: www.servicepower.com Email: hello@servicepower.com Phone: + 44 (0)161 476 2277 Services provided: Optimised scheduling, workforce tracking, dispatch and claims, M2M Technology, Mobile workforce, business intelligence, dispatch on demand, outsourced service management Skeye: Web: www.hoeft-wessel.com Services include: Handheld Computers p88
Phone: 01793 647-800
A to Z of companies that can help your field service operations
Solarvista Software is an award-winning pioneer in service management technology, including integrated Service Management, CRM, Mobile Data and Scheduling systems. Established in 1991, Solarvista has become the number one independent supplier within the UK delivering solutions to thousands of users in more than 20 countries.
Web: www.solarvista.com Key Contact: Mr. Chris Welsh
Phone: +44 (0)114 221 1000 Email: sales@solarvista.com
Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions Products distributed: Rugged tablets, rugged laptops, vehicle mount computers Web: www.rugged-systems.co.uk Phone: 01527 512400
Strategies For GrowthSM (SFGSM) is an independent research analyst and consulting firm that supports service organisations with strategic, marketing and services planning; customer, market and supply chain surveys; satisfaction measurement & tracking programs; services marketing & promotional support; research-based Webinars, white papers, publications and case studies; and general services consulting.
Web: www.PollockOnService.com, www.s4growth.com Key Contact: Bill Pollock
Phone: +1 (610) 399-9717 Email: wkp@s4growth.com
Services provided: Custom market research and analysis, consulting advisory support, customer/ market surveys, content development (e.g., white papers, case studies, publications, Webcasts, blogs, collateral) and services improvement strategies. Sygic: Web: www.sygic.com Services include: Smart phone GPS apps Synchroteam: Services include:
Web: www.synchroteam.com Mapping
Phone: +33 1 80 88 50 18
Services include: Fleet management, GPS tracking, business intelligence Email: info@teletrac.com Tracker: Web: www.tracker.co.uk Services include: Vehicle tracking
Web: www.teletrac.com Phone: 0870 460 5693 Phone: 0845 604 6004
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fieldservicenews.com
TAAP is a mobile software application provider for devices such as tablets, smartphones, and PDAs. Our software is designed for organisations that need to mobilise their workforces and streamline everyday processes. Applications can be simple or complex depending on client requirements, and more than one application from TAAP can be used on the same device. Clients have benefitted from our software by saving operational costs, improving compliance, and increasing productivity, whilst at the same time reducing unnecessary administration and eliminating paper forms. Apps range from inspections and audits through to vehicle movements, repairs & maintenance, and data capture at events/promotions. Web: www.ontaap.com Key Contact: Paul George
Phone: + 44 (0) 845 230 9787 Email: info@ontaap.com
Services provided: Mobile Workforce Software Applications, Windows 8.1 software apps, Secure Web Portals, Job Management Software, Data Capture Software, Mobile Devices – tablets, smartphones, PDAs
Telogis is the premium provider of LocationBased-Services to enterprises across the globe. Telogis’ scalable, Software as a Service (“SaaS”) platform helps companies optimise business operations and manage their global workforce effectively through GPS location technology. Telogis solutions maximise the efficiency of their mobile assets through industry-leading tracking and scheduling applications. Web: www.telogis.co.uk Phone: +44 (0) 771 806 3512 Key Contact: Anthony O’Halloran Email: Anthony.ohalloran@telogis.com Services include: Fast & Powerful Mapping, Enterprise Dashboard, API Integration, Find closest capable driver, GIS Overlays, Advanced large fleet reporting, 2 way messaging
Tesseract was formed in 1985 to develop, specialised Problem Management Systems for the Service Industry, & now boast over 300 installations world-wide. Our unique field service management system streamlines stock control, remote engineer access, call handling & service control. A field service software that delivers powerful management to field service systems & operations. Web: www.tesseract.co.uk Key Contact: Colin Brown
Phone: +44 (0)1494 465066 Email: websales@tesseract.co.uk
Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions TSC: Web: www.tscprinters.com Services include: Mobile Printers p90
Phone: +49 (0) 8106 37979 00
A to Z of companies that can help your field service operations
Field Service Express: When you need backup out in the field, you want a service you can rely on. Field Service Express gives you just that. Going the extra mile to ensure you get exactly what you need, exactly when and where you need it. Combining the two services of Storapart and Delivery Plus, Field Service Express offers a range of expert solutions to save you both time and expense. Need nationwide warehousing with 24-hour call off of your parts? No problem. Want equipment expertly delivered and installed? Just ask. After a service that will drop off and pick up parts directly to your engineers in the field? We’re here to help. Web: www.tnt.com Phone: +44 (0) 800 100 600 Key Contact: Lee Lakin Email: Lee.lakin@tnt.com Products: Nationwide parts warehousing, forward stock locations, online inventory management, installation trained couriers, intelligent swap, on location serial verification, flexible appointment schedules.
All Toughbook rugged mobile computers and tablets – along with the new Toughpad tablets – provide access to applications and data in the most challenging mobile environments, resulting in solutions that transform people’s working lives and their operational efficiency and productivity. As European market leaders, Panasonic Toughbook had a 66.4% revenue share of sales of rugged and durable notebooks and Panasonic Toughpad held a 50.4% revenue share of sales of rugged business tablets in 2013 (VDC Research, March 2014). The Toughbook range of mobile PCs and tablets is divided into distinct categories of ‘ruggedisation’, each created with specific industry applications in mind. Contact Sales: business.panasonic.co.uk/computer-product/contact-us Web: www.toughbook.eu Phone: 01273 765114 Email: panasonic.toughbook@ttmc.co.uk Products: Rugged Laptops, Convertibles, Tablets & Handhelds
Trimble Field Service Management provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. The Field Service Management suite includes fleet management, work management and scheduling, worker safety and mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterpriselevel solutions which have achieved outstanding results for its customers Web: www.trimble.com/fsm Phone: 01473 696300 Email: fsm_enquiries@trimble.com Products: Services provided: Scheduling & Workforce Optimisation, Performance Management Analytics, Driver Safety, Fleet Management, Vehicle Diagnostics
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A to Z of companies that can help your field service operations
Services include: Distribution, Parts service, Supplier management Web: www.ups.com Phone: +44 (0) 8457 877 877
Xplore Technologies Corp., maker of the most rugged tablets on Earth, has been in the business of developing, integrating, and marketing industrial grade rugged tablets for our customers in the Energy, Utilities, Manufacturing and Distribution, Public Safety, Field Services, Transportation, and Military sectors for over 15 years.
Xplore Tablets use the most powerful and modern processors and components and are tested more vigorously for shock, thermal, vibration, impact, ingress and emissions than any other PC in the industry. Web: www.xploretech.com Products provided: Rugged tablets, docks and accesories Vine Telematics: Services include:
Web: www.vinetelematics.com Telematic Solutions
Phone: 01708 681180
Services provided include: Scheduling Services, Mobile Workforce Management Solutions, Hosted Services Web: www.wheatley-associates.co.uk Tel: +44 (0)1449 781001 Email: sales@wheatley-associates.co.uk X2 Computing: Services include:
Web: www.x2computing.com Handheld Computers
Phone: 01386 830082
The software solution that allows you to get clever running your business. Smarts end to end service capability coupled with its inherent agility and flexibility means you can meet the exact needs of your organisation and adapt quickly to business change - enabling you to maximise customer satisfaction, retention and overall profitability - all without compromising efficiency, quality and productivity. With its fully web based and comprehensive suite of powerful back office and mobile applications coupled with an unparalleled depth of functionality and extensive customisation opportunities - it really is the only smart solution. Web: www.zafire.com/smart Phone: 01295 701810 Key contact: Peter Duffield Email: smart@zafire.com Services provided: Service Desk Management, Field Service Mobile Applications, Customer & Supplier Web Portals, Contract & Asset Management, Resource Planning & Optimisation, Workshop Repair & Warranty Software , Sales Pipeline & Customer Relationship Management, Inventory & Stock Management, Invoicing and Billing Management, Business Intelligence & Reporting Zebra technologies: Services include: Zurich Fleet Intelligence: Services include: p92
Web: www.zebra.com Web: www.zurichfleetintelligence.com Fleet Risk Management
Phone: +1 847 634 6700 Mobile printers Phone: +44 (0)7801 135951
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service centre 5.1
service management software
Our software runs in the cloud, but if you'd prefer...
Ratio 1 Mono Logo Ratio Guide Logo Type to Symbol Ratio Master 2007 Ratio 2
supplying solutions Ratioservice 3 for over 25 years
European Office 1 Newmans Row, Lincoln Inn, Lincoln Road, High Wycombe, Bucks. HP12 3RE United Kingdom sales +44(0)1494 465066 email sales@tesseract.co.uk North American Office 11150 Sunset Hills Road, Suite 307, Reston, VA 20190 USA sales +1 703 437 4230 email sales@tesseractUSA.com
...we can install it on your own server! Supporting our 7,500 satisfied users ensures that our feet stay firmly on the ground.
Service Centre 5.1 is available SaaS, is browser independent and will run on any device learn more at www.tesseract.co.uk Service Centre 5.1 is a true end to end web product. Developed using Microsoft .Net technology Service Centre 5.1 is a browser based HTML product supporting a range of databases and having a ‘zero footprint client’.
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1927 Media