The 10 Best Performing Field Service Solution Providers, 2019

EnhancingTouch Pointsofthe Customer

Whathappensinsidethefourwallsofthe

organizationcanbemanaged,tracked,and organizedeffectivelythroughintegrated ERPorEAMsystems,butwhatwhenitcomestokeep aneyeongeographicallydispersedwork?Italso requirescollaboration,coordination,andmobility.This iswhereFieldServiceManagement(FSM)comesinto thepicture.

Servicebusinessesoftenfinditdifficulttomanagetheir fieldoperationwithresponsibilitiessuchasdispatching jobstomobileworkers,recordingdata,andensuring productivity.Ittakesalotoftimeandahighvolumeof resourcesbyrelyingontraditionalmanualwaysto managefieldservices,whichmeansthatjobsand invoicesareinevitablymissed.Thelackofefficiencyin suchoperationsledtothenecessityofFieldService Management(FSM)software.

Beingaprominentapproach,FSMistakingprocess optimizationtothenextlevel.Itaidsinautomationand streamliningofthecompleteserviceprocess.Thestudy estimatesthattheFSMmarketwillbevaluedatmore than$3.5billionby2020.

Businessesinthefieldservicesectorareimplementing theconventionalwayofFSMbyusingSaaSproducts andhelpingtheircustomersachievesustainablegrowth byprovidingsolutionstomanagebusinessprocesses moreefficiently,minimizecostsandincrease productivity.However,standingoutinthiscomplexand competitiveindustryisn’teasy.Itrequiresaperfect blendofinnovationandexperience,andaremarkable abilitytodeliverreliablesolutions.Inordertoadmire andacknowledgesuchbusinessesandtheirnovel approaches,InsightsSuccesshascuratedalistof“The

10BestPerformingFieldServiceSolution

Providers,2019”.

Ourworldismoreconnectedthanever. Thermostats,televisions,appliances,smart speakers—allofthesedevicesneedtobeconnected foruseinourpersonalandprofessionallives.The companiesandfieldservicetechnicianswhohelp customersconnectthesedevicesneedtherighttools todotheirjobwellandimprovecustomer satisfaction,productivityandrevenue.Withtherealtimedemandsoffieldservice,itcanbeoneofthe mostchallengingaspectsofrunningabusiness. That’swhereCSGcomesin.Formorethan35 years,CSGhasdeliveredsoftwareandservicesthat helpcompaniesaroundtheworldmonetizeand digitallyenablethecustomerexperience.Thus,it featuresonthecoverofthisedition.CSGField ServiceManagement(FSM)helpstechnicianswith therightskillsetgettotherightjobattheright time,sobusinessesandconsumershavethe connectivitytheyneedtoworkandplay.

Also,makesuretoscrollthroughthearticleswritten byoureditorialteamandCXOstandpointsofsome oftheleadingindustryexpertstohaveabrieftaste ofthesector.

Let’s start reading!

Hitesh Dhamani

Ourworldismoreconnectedthanever. Thermostats,televisions,appliances,smart speakers—allofthesedevicesneedtobe connectedforuseinourpersonalandprofessionallives. Thecompaniesandfieldservicetechnicianswhohelp customersconnectthesedevicesneedtherighttoolstodo theirjobwellandimprovecustomersatisfaction, productivityandrevenue.Withthereal-timedemandsof fieldservice,itcanbeoneofthemostchallengingaspects ofrunningabusiness.

That'swhereCSGcomesin.Formorethan35years,CSG hasdeliveredsoftwareandservicesthathelpcompanies aroundtheworldmonetizeanddigitallyenablethe customerexperience.CSGFieldServiceManagement (FSM)helpstechnicianswiththerightskillsetgettothe rightjobattherighttime,sobusinessesandconsumers havetheconnectivitytheyneedtoworkandplay.

CSGFSMkeepscustomersconnectedthroughoutthe servicejourney,basedonchangingconditionsthat regularlyhappenonthedayofserviceandevolving demandsinthecustomers’lives.CSGknowsthat

delightingcustomersrequiresconstantcommunicationand agility—whetherit'sfortheinitialorder,tothedayof service,tothefirsttroublecall.

Buthowwasthisaward-winningsolutiondeveloped,and howisithelpingcompaniesbetterservetheircustomers today?ChadDunavant,HeadofGlobalProduct ManagementatCSG,hastheinsight.Withover20yearsof experience,Chaddevelopsthestrategyanddirectionfor CSG'sglobalproductsandserviceportfolios,ensuringthe company'ssolutionslikeFSMmeetandexceedthecurrent andfutureneedsofthecompany’sglobalclientbase.

Builtfornewindustriesandgeographies CSGwasfoundedin1994,providingrevenuemanagement andcustomerexperiencesolutionstothecableindustry. Eversince,CSGhasexpandeditssuiteofmarket-leading productsandservicestoservevariousindustriesand geographies.

Today,CSGisoneoftheleadingfieldservicemanagement solutionprovidersinNorthandSouthAmerica,usedby over75,000technicianstocompletemorethan100million workorderseveryear.GlobalserviceprovidersuseCSG FieldServiceManagementtooptimizetheirfieldservice operations.

“CSGhasbeendeliveringfieldservicemanagement solutionstoclientsfordecades,”saysDunavantofCSG’s expertise.“Ourmodernizedproductsuitehelpsmaximize ourcustomers’productivity,whilepositioningtheproduct tosupportthegrowingdemandsoftheserviceecosystem.”

Anddemandsinthefieldserviceecosystemarecertainly growing.InaCSGsurveyof2,000consumersacrossfive countries,thecompanyfoundthat89percentofconsumers wouldbeverylikelytocallonaservicetechnicianto troubleshootorrepairdevicesiftheirserviceprovider offeredthatservice.Almost40percentofrespondentsalso saidthattheythinkconsumerswillwantanon-demand installationorrepairservice50-75percentofthetime.

“Ourclientsareclearlyidentifiedasatrustedservice providerandareseeingtremendouschangeinwhat consumersexpectfrombrandexperiences,”saysDunavant. “Thisrequireschangeinhowtheydeliverservicerelying moreonthefieldservicemanagementoperations—moving fromlegacytodigitalsystemswhileeffectivelyand efficientlymanagingriskandcosts.”

Fortunately,CSGFieldServiceManagementisbuiltforthe connectedserviceprovider—andbuilttodeliveragreat customerexperience.

Fieldservicerevolutionized TheCSGFieldServiceManagementproductsuite

transformsthewayservicetechniciansconducttheirwork, providingareal-time,360-degreeviewofacompany's operations.Thiscompleteviewallowsserviceprovidersto gettherighttechnicianswiththerightskillstotherightjob attherighttime,whileadaptingtoinevitabilityofthe changingconditions.

Therearefivetechnologiesthatenablethisreal-timeview:

Ÿ Real-timedata:CSGFSMpushesimportantandurgent informationincludingreal-timetraffic,scheduling,and communicationstofieldtechnicians,dispatchers, supervisorsandcustomers,whileaccommodatingin-app communicationsbetweenusers,inrealtime.Without real-timedata,thesystemwouldbeunabletomakerealtimedecisionsandensurethetechnician,andworkthey needtofulfill,aretrulyoptimized

Ÿ Globalscalabilityandavailability: CSGisan AdvancedTechnologyPartnerintheAmazonWeb Services(AWS)PartnerNetwork,extendingitscloudfirstapproachtoitsFieldServiceManagementproduct suite.Bydevelopingandhostingtheproductinthe cloud,itprovidesCSGclientswithglobalavailability, scalability,anddatasecurityassociatedwithcloud investmenttomeetandexceedtheirneeds,inrealtime.

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Optimizedappointmentscheduling(OAS):OAS improvesproductivityandlowerscoststhrough dynamicroutingthatcontinuouslyupdatesand optimizesthefieldserviceorganization;takinginto accountserviceappointmenttime,route,real-timetraffic incidents,actualstreetleveldistancetothejobaswell astechnicianskillproficiencies,licensesandequipment. Withautomateddispatchlogic,companiescancreatea real-timedialoguebetweentechniciansandcustomer's scheduleavailabilitytoenabletheteamtofocuson solvinghighpriorityissuesandkeepingservice promises.

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ExtensivesuiteofAPIs:CSGFSMintegratesintoany existingbillingsystemandthird-partyapplication.The solutionintegratesjobsfromanyordermanagement system;tracksemployeetime,laborandinventoryused fromanyenterpriseresourceplanning(ERP)system; andautomatesequipmentactivation,warrantychecksor customersignatures.

Ÿ ServiceOrchestrationplatform:CSGFSMenables jobstoautomaticallybebrokendownbasedonclientdefinedbusinessrulessotheworkcanbeappropriately assignedtotherightset(s)oftechnicians. Asservice workbecomesmorecomplex,thisisacriticalfactorto ensuretherightinformationisgatheredbasedonany relevantevent.

ButwhatreallydifferentiatesCSGFieldService Managementisthatitwasdesignedwiththetechnicians andcustomersinmind.CSGFieldServiceManagement enablescompaniestocustomizehowandwhento communicatewiththeircustomers,utilizingchannelssuch asSMS,mobile,emailandthewebtogivecustomersrealtimeupdatesabouttheirappointment,includingtheability tofollowthetechnicianwhiletheyareenroutetothe customerlocation.Allofthisleadstoabettercustomer experience.

“Theonlywaytodifferentiateourselvesisincustomer service,”saysSimónTadeo,CXDirectoratTelecom Argentina,anFSMclientinSouthAmerica.“CSGField ServiceManagementhelpsusdeliveronourpromisesto ourcustomers.”

Customer-obsessedculture

Inadditiontoservingthetechniciansandendcustomers, CSGalsostaysfocusedontheserviceproviderclients themselves.Byhelpingthemprovidebetterservicetotheir customers,CSGanditsclientcandeliverontheirpromises. Throughare-imagineduserexperience,CSGFSMallows clientstomanageworkmoreeffectively.Byfocusingon exceptionsinaninteractivedashboard,companiesno longerhavetoorganizedispatcherstotechnicians,but dispatcherstoexceptionsthathappenduringtheday.This

allowsforoperationalefficiencies,streamlined communicationsandtheabilitytoworkacrossgeographies fromanydevice.

“CSGiscustomerobsessed,”saysDunavant.“Bystaying focusedonbringinginnovativesolutionsthataddressthe business-criticalchallengeswithinourclients’operations, we’venurturedrecurring,long-termclientrelationshipsthat growandhaveexpandedourleadershippositionand domainexpertise.”

DunavantsaysCSGiscommittedtoelevatingitscultureby fosteringadynamic,collaborativeandempowered environmentthatinspiresitsemployees,nurturestheir successandsparksinnovation.

Fromthecustomersthemselves

Below,CSGsharestestimonialsfromclientswhouseCSG FieldServiceManagement,aswellasresultsthoseclients haveseen:

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Real-timetraffichelpsourtechniciansexceedon-time arrivalguaranteesanddeliverthegreatexperiencesour customersexpect.Techniciansareabletohelpmore customersperdayandgettothejobontime,leadingto highercustomersatisfaction.”VP,TechnicalServices, Tier2Operator

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AtlanticBroadbandisleadingthewayinprovidingits customerswithcompellingandflexibletelevision, internetandvoiceservicesacrossits11-stateregion.To besuccessful,wemustbediligentincontinuingto investininnovativetechnologiesthatenhanceour customerexperience,ouroperationalsystemsandour processes.OurrelationshipwithCSGhelpsusfurther accelerateourdigitaltransformationandcreatean experienceforourcustomersthatissecondtonone.”

CourtneyLong,VPCustomerOperations,Atlantic Broadband

Ÿ FieldServiceManagementhasallowedustoprovide bettercustomerexperiencebyofferingshorterwindows ofarrivaltimes,setcustomerexpectationsofhowlonga jobwilltakeandinformthemofwhoisarrivingattheir door,nosurprisestoourcustomers–whichisimportant tothem.TherelationshipwithCSGhasalwaysworked well,they’realwaysresponsiveandlistentoourneeds.”

SamHaulman,GeneralManager,ServiceElectric

Ÿ TierOneCableProvidersawa73percentincreasein dailybookedjobsinjustonemarket,equatingtoa productivityincreasevaluedat$4.6millionperyear

What’snext

Lookingahead,Dunavantwantstokeepdeliveringgreat experiencesforclientsandendcustomersthroughCSG FieldServiceManagement.Thesolutionhelpsprotectand maintainexistingrevenuestreamsbyimprovingservice deliveryleadingtohighercustomersatisfactionand increasedretentionforgreatercustomerlifetimevalue.And CSGFSMallowscompaniestounlocknewrevenue streamsthroughthemonetizationofmultipleserviceslike smarthomesandtheInternetofThings.Companiescan offerservicesacrossmultiplelocationsandchannels,while bringingnewservicestomarketquickly.

ItallcomesbacktoCSG’smissionofhelpingcompanies optimize,transformandmonetizethroughinnovative, connectedserviceecosystems.

“We’recommittedtohelpingcompaniestackletheirbiggest businesschallengesandthriveinanever-changing marketplace,”saysDunavant.

FieldSquared

All-in-OneFieldServiceAutomationSoftware

Manyservicebusinessestodayareatapivotal pointintheiradoptionoftechnologythat addresseskeyfieldservicemanagementand operationschallenges.Ayearortwoago,theymayhave purchasedasimpleschedulingappthatmovedthemaway fromschedulingworkorders,tasksorjobsviaspreadsheets. Or,theymayhavesubscribedtoamobileformsapptogo paperless.Eachattemptwasinanefforttostemthe hemorrhagingofefficiencylosses,increasingoverhead costsorbruisedcustomerexperience,acrossone componentoftheirfieldoperations.

Today’sservicebusinessesarenolongeracceptingof softwarethatonlysolvesoneoftheirchallenges.Instead, they’relookingforsomethingthatdoes everything,all-inone,while,atthesametime,hasthecapabilitytogrowand scaleasthebusinessgrows.

Takingtheseandmanyotherchallengesservicebusinesses experienceintoconsideration,FieldSquaredwasformed. It’sintheDNAofthecompanytocontinuouslyexpandthe FieldSquaredPlatform,enhancingitssolutiontogobeyond

thepresentinordertosolvethefutureneedsofits customers.Advancingtheindustryforwardissomething thatthecompanydoesnottakelightly,rather,it passionatelyacceptstheresponsibilitywhole-heartedly.The companythrivesonsolvingitscustomerschallengesacross theirentirefieldoperations.

APioneerintheMarket

FieldSquaredisapioneerinthefieldserviceautomation softwaremarket.Thecompanywasfoundedonthe observationthattherewasadesperateneedinthemarket foranall-in-onesoftwaresolutionthatcouldbringtogether enterpriseoperationsacrossfieldservicemanagement, enterpriseassetmanagementandmobileworkforce managementunderasinglepaneofglass,byapplying businessprocessautomation.

Asaquickprimer,businessprocessautomation(BPA) seekstoautomatecomplexbusinessprocesses,leveraging technologytodotheheavylifting.Thegoalistoautomate simple,redundant,repeatabletaskstoenableoperations managersandexecutives,aswellasthemobileworkforce oftechniciansinthefield,tosignificantlyincrease efficiencyandeffectiveness.Automationisfurtherapplied viaintegrationsthatorchestrateautomaticupdatesacross themanydisparatethird-partysystems,toolsandsoftware fieldservicebusinessesuseeveryday(i.e.,ERP,OMS, CRM,GIS,EMR).

Bybringingdatafromdisparatesystemstogetherundera singlepaneofglass,servicebusinessesgainaconsolidated viewacrosstheirentireoperations.WithFieldSquared,and unlikesingleusecaseorsingleindustryfieldservice softwareproviders,thatconsolidatedviewincludes activitiesspanningfieldserviceoperations,assets(internalorcustomer-owned)andthemobileworkforceinthefield.

LeadershipPropelsFieldSquared’sInnovationEngine

FieldSquaredisledbyChristopherJamesCamut,the company’sDirector,PresidentandCEO.Asafifth-time CEO,Christopherisnostrangertobuildingsuccessful technologycompanies.WithChristopheratthehelm,Field

Today’sservicebusinesses nolongeracceptsoftware thatsolvesonechallenge. Theyneedall-in-one softwarethatgrows withthebusiness.

Squaredhasachievedrecordyear-over-yeartriple-digit revenuegrowthandgreatlyexpandedandenhancedthe FieldSquaredPlatform.

Withabackgroundintheever-busytelecommunications servicesindustry,heunderstandsfirst-handthechallenges fieldservicebusinessesexperience.Fromeffectively managingfieldtechnicianstoprovidingtherighttoolsthat enableefficiencygains,hispulseisontheindustry.At everyturn,Christopher’svisioniswhatpropelsthe innovationengineatFieldSquared.ThisiswhyField Squared’saward-winningsoftwarecontinuestomakean impactinthemarket.

AnIndustry-firstInnovation

FieldSquaredbuiltsomethingdifferent,anindustry-first innovationtodisruptthefieldservicemanagement, enterpriseassetmanagementandmobileworkforce managementmarkets.Ratherthanfollowingthestatusquo tofocusonasingleindustry,componentorfeature,the companybuilttheFieldSquaredFieldServiceAutomation Platformtoaccomplishsomethingfardeeperandbroader. Theplatformhastheabilitytoenablecompletedigital transformationoffieldserviceoperationsthrough automationviaanall-in-onesoftwaresolution.

FieldSquaredsolvesallthethings,fromthetrulysimpleto highlycomplexbusinessproblemsfacedbyfieldservice organizations.WithFieldSquared,itscustomersmove faster,drasticallyreduceoperatingexpenses,andachieve exponentialfieldworkforceefficiencygains.

Industry-LeadingAutomationCapabilities

Oneofthemostimportantaspectsofthefieldservice technologythatbusinessesadopttodayisthatit’seasyto useandallowstheirteamstogetupandrunningquickly.A keycapabilityoftheFieldSquaredPlatformisanindustryleadingdigitalmobileformsbuilder.Customerscanquickly gopaperlesswithasimpleyetpowerfuldrag-and-drop environmentinwhichtobuildtheirmobileforms.

TherealpowerofFieldSquaredistheextensibleworkflow builder.ComprisingtheautomationenginethatField Squaredisknownfor,customersareempoweredtoincrease operationalefficiencytothenthdegree.Fromtheabilityto automateandorchestrateupdatesfromthefieldacrossthe multitudeofdisparatethird-partysystems,toolsand softwaretheaveragefieldservicebusinessusestosending real-timenotifications,FieldSquaredenablesitall.

MeetingtheFutureNeedsofServiceBusinesses

Thefutureisverybrightforfieldservicebusinesses.Being aninnovator,FieldSquaredisalwaysevolvingand expandingtomeetthefutureneedsofitscustomers. Currently,thecompanyisexploringopportunitiesto incorporateartificialintelligence(AI)andmachinelearning capabilitiesintoFieldSquared.Additionally,itislookingat theconceptofintegratingwearabletechnologydirectlyinto itsmobileapplication.

ChristopherJamesCamut Director,President,&theCEO

Transformational Appearance of Technology in Today’s Era

Changetheworld!That’sreallythepointofourexistence,isn’tit?Sometimeswechangetheworldto

provideuswithbetteropportunities,resources,enjoyment;sometimeswechangetheworldtosolve problemsthatareplaguingourselvesandothers.Ipartnerwithorganizationstopositionpeopleto changetheworld;it’sallaboutefficacy--theabilitytoidentifyagoal,putaplaninplacetoachieveit,and thendojustthat.

Clearly,thebrainisthebesttoolforachievingefficacy.Technology,however,canbeapowerpartnerinone’s accomplishments.Italldependsonhowtechnologyisused.Whentechnologywasfirstembracedbythe masses,itwasviewedasan“automational”tool:Icanstoreandretrieveinformationmoreeasilythanon indexcards;Icanwriteandmakechangesmoreeasilythanonatypewriter;Icanmanagemyfinancesand generatecalculationsmoreeasily.Thisviewoftechnologyfocusesondoingwhatwealreadyknowhowtodo, butdoingitbetter,faster,andmoreeasily.

Technologyismorepowerfulasa“transformational”tool:whatcantechnologyallowmetodothatIcould notdowithoutit?Icannowgatherandanalyzeenormousquantitiesofdataformoreaccurateforecastingand decision-making;Icanconnectinstantaneouslywithothersaroundtheworld;Icanworkfromremote locations.Oneofthosetransformationalbenefitsoftechnologyisthatofthree-dimensionalreadingand writing.Withtheadventoftheprintingpresscamereadingandwritingintwodimensions:acrossanddowna page.Computertechnologynowallowsustoreadandwriteinthreedimensions:across,down,andout throughlinks.Thisallowsustopresentandreceiveamessageinamuchricherandrobustformat.Howwell doyoureadandwriteeffectivelyinthree-dimensions?Thatisaskillthatmustbetaughtinourschoolsand capitalizeduponinourorganizations.Inmylistof‘10characteristicsofanet-centricsociety,information overloadisthebiggestthreattoorganizationstodayintheirhopesofmarketingtheirmessage.Leveraging three-dimensionalreadingandwritingcanmaximizethesuccessofyourmessagingandmarketing.Itisa transformationaltechnologythatchangesthewaywecommunicatewithothers.

Anotherfavoritetransformationaltoolofmyistheengineeringdesignprocess.Considerthatthescientific methodallowsustoprovethatwhichalreadyexistsintheworld.Adesignprocessallowsustocreatethat whichdoesnotyetexist:itisthefoundationforchangingtheworld!Considerhowtechnologycanfuelasixstepdesignprocess:

Formulate-Definetheproblem.Whoisaffectedbyit?Whataretheconsequencesofnotsolvingit? Technologyallowsyoutogatherreal-timedatatoidentifyaproblemandconnectwithotherstodetermineits impact.

About the Author

Dr. Nancy Sulla is an author, national speaker, and thought leader in transforming learning environments to build engagement, empowerment, and efficacy. As the creator of the Learner-Active, Technology-Infused Classroom™ and founder of –IDE Corp. Innovative Designs for Education, Dr. Sulla leads her consulting firm in the pursuit of equity-focused instructional design, positioning people to change the world.

furtherdatatodrilldowntoeachideauntilyouselectthe mostpromising.

Explore-Learnasmuchasyoucanabouttheproblemand relatedtopics.Technologyputsaplethoraofdataatyour fingertips,allowsyoutoconnectwithexperts,andhelpsin conductingexperimentstolearnmore.

Ideate-Generateasmanysolutionsaspossible,without critiquingthem.Mind-mappingsoftwareallowsyouto trackgeneratedideasandrelatedideas.

Sift-Considereachsolutionintermsofitsfeasibilityand potentialeffectiveness.Whatmaybetheunintended consequencesofeach?Technologyprovidesaccessto

Simulate-Technologyallowsyoutocreateaprototypeor digitalmodelofthesolution.

Advocate-Technologyallowsyoutopromotetheideaand shareitwiththeworld.Three-dimensionalwritingwilladd totheeffectivenessofyouradvocacy.

Technology,usedmasterfully,candomuchmorethan automateourlives;itcantransformthem.Changethe world!

Dr. Nancy Sulla

Author & National Speaker

Glympse

Eliminatingthe

andAnxietyofProduct andServiceDeliveryExperiences

Friction

Intoday’son-demandeconomy,convenienceisthenew currency.Thisisespeciallyimportanttoconsider duringdeliveriesandservicecalls.Consumersare movableanduntethered,whichmeanstheyneedaccurate, real-timevisibilityaboutwhentheyneedtobehometo meetaservicerepresentativeordeliveryperson.Glympse isabuilt-for-mobilitySaaSleaderthathelpsFortune1000 companiesempowertheircustomersbyeliminatingthe anxietyanduncertaintyaroundtheseproductandservice deliveries.

Asthepioneerofreal-timetemporarylocationsharing technology,Glympsehasapowerfulplatformwhich informscustomerswithlive ‘Uber-like’ viewsoftheirfield servicetechnicianordeliveryrepresentativeonthewayto anappointment.

AnEntrepreneurwithaPassionforNewTechnology Glympse’sCEOandPresident,ChrisRuff,hasbeen

runninggrowthenterprisecompaniesfornearly2decades. Beinganentrepreneurwithapassionfornewtechnology anddisruptivebusinessopportunities,Chrishasover20 yearsofexperienceinvariousexecutiveleadershiprolesin thesoftware,mobileandIoTindustries.Hehasdeep operationalexperienceindefiningcorporatestrategy, developingbusinessplans,closingstrategicpartnerships andraisingmillionsofdollarsinventurecapitalwhichis requiredtocreatesuccessfulhigh-growthtechnology companies.

PriortojoiningGlympse,ChriswasthePresidentandCEO ofUIEvolution(nowXevo),agloballeaderinenterprise softwareforconnectingcars,mobilesandtheInternetof Things.Hehasspokenonpanelsandgivenpresentationsat MobileWorldCongressAmericas,CESandNPRtonamea few.

DiversifiedProductOfferings

Glympsebeganitsjourneyin2008asaconsumerlocation sharingapp.Theappisstillfreeandavailablefor everybody.Glympsewasfoundedonthebeliefthatlocation sharingshouldbesafe,secure,temporary,privateandeasily accessible,whichitsolvesforbynotrequiringtherecipient tocreateausernameandpassword.

TheCompanyappliedthesameapproachindevelopinga solutionthatenablesfieldserviceorganizationstoshare real-timelocationoftheirtechniciansandaveryaccurate EstimatedTimeofArrival(ETA)countdownwithendcustomers.Thishasresultedinenhancingtheexperience forcustomers.

Customersreceivemultiple,proactivenotifications,all directingthemtoinitiallyviewandthencheckbackwitha uniqueURL,whereitdisplaysandupdatestheGlympse journey.Aseachcustomer’sappointmentdrawscloser, Glympseupdatesthatexperiencefromasimple confirmationwithcapabilitiestorescheduleoraddto

WecallitGlympse. Customerscallit personalizedinsight andengagement foreverystep oftheirjourney.

calendar,toa‘live’viewofthetechnicianontheway, arrivalconfirmationandevenaninstantrequestfor feedback.Theendresultishappierandmoreinformed customerswhodon’thavetositaroundwaitingalldayfora fieldservicerepresentativetoarrive.Thebrandsthatuse Glympseexperiencesignificantreductionsincustomernotat-homesand ‘Where’s my tech?’ callstothecallcenter.

Beyondfieldservices,Glympsealsoappliesthesamewebbasedjourneyapproachwithsolutionsspecificallydesigned forfoodandproductdeliveryexperiences.Theirplatform canevenenableconsumer-to-business(C2B)location sharing,toempowergrocers,retailersandrestaurants streamlinetheirorderpreparationandhandoffforno-wait curbsidepickupscenarios.

FundamentalFortes

Glympsehasmasteredthenuancesofbuildinginteractive experiencesbasedonlocationdata.Thecompanycan automatetheupdatesofcustomer’sperspective,basedon sophisticatedarrivaldetection&geo-fencinglogic,and optimizedbatterylife.Throughthisitcanbalanceallofthat withsmoothUX/UIcapabilities.

Glympse’splatformapproachsolutionisincrediblyflexible andcustomizable.Everycustomerdesignsacustomerfacingexperiencethatmatchestheirbrandandbusiness processes.TheGlympse-poweredcustomerjourney experiencedrivesincredibleengagementbeyondsimple text-basednotificationswithbroadETAs.Endcustomers spendmorethan5minutesactivelyengagedwitheach journey,whichmakesGlympseapowerfulchannelfor customerservice,customermarketing,creativee-commerce andup-sell/cross-sellrevenueopportunities.TheCompany canintegrateanyofthesecapabilitiesdirectlyintothe experience.

Glympseexcelsatcollectingimmediateandactionable feedbackandgivesend-customersthechancetoprovidea ratingandanecdotalfeedbackthemomentafieldservice technicianfinishestheirjob.Theythenroutepoorfeedback toacustomercareagentforimmediatefollowup,or promptacustomertosharepositivefeedbacksonsocial media.

PartneringwiththeirVendors

TheteamatGlympsedoesnotviewthecompanyasin competitionwithothertraditionalfieldservicesoftware providers.Rather,thesevendorsareitsexcellentpartners. Wheremanysolutionsfocusoncomplexrouting, schedulingandresourcemanagement,Glympseisfocused

ChrisRuff CEO&President

onbuildinganincrediblyrichlastmileexperienceforthe fieldservicecustomer.

GlympseblowsanySMSoremailbasedcustomer notificationsystemoutofthewater,asitsexperiencestarts withaproactivenotificationbuttrulyengagestheendcustomerinamulti-step,highlyengagingexperiencethat makesfieldservicesfinallyfeelhuman.TheGlympseteam states, “Customers get their time back, and field service teams can focus on what they do best, save money and even accelerate revenue in the process.”

Plans

inthe

UpcomingFuture Glympseisexperiencingfantasticinterestandadoption fromfieldserviceorganizationsaroundtheglobewithhigh volumesofcustomer-facinginteractions.Theyexpectthe businesstokeepgrowingandatthesametimearelooking foremergingfieldserviceusecasesfortheirtechnology.

Beyondfieldservice,thecompanyisexpectingtodoalot morebusinessinsomeoftheemergingindustriestheyare testingtoday,whichincluderoadsideassistance,hotel courtesyshuttletrackers,on-demand/mobiledelivery services,andcurbsidepickupwhichisknowninthe groceryindustryas ‘buy online pick up in store.’

Atpresent,cybersecurityis playingavitalroleinthe digitalworldanditisalso knownasastandardtechnologyuse fortheprotectionofcyber environmentofanindividualorany organization.Itismainlyknownfor securityculturewhichincludesuser network,drives,softwareprocess, informationstorage,application securityandsystemsupportwhichis directlyorindirectlyconnectedtothe network.Theprimeobjectiveof cybersecurityistoreduce continuouslygrowingcyberrisksand cyberthreats.

Cybersecuritytechnologyconsistsof acollectionoftools,policies, securityconcepts,riskmanagement, actions,andtraining.Thetechnology tracksprotectednetworks,data securityfromdataattack,alongwith cybersecurityandphysicalsecurity. Thecorefunctionalityofcybersecurityisbasedontechniques involvedprotectinginformationand systemfromcyberthreats.

HowCyberSecuritycameinto Existence?

Aswiththehistory,cybersecurity hashugenetworkbackgroundwith itsownfindingsandtechnology aspects.Intheearly1990s,a researchoninformationsecurityand policywasbeenintroducedwhere informationwasintheformof accuracyandbasedonsystem awareness.Under2016survey,70% oftheorganizationsintheUSwere adoptedbyUSSecuritysurvey whichiscomprisedofNIFT (NationalInstituteofStandards andTechnology)

Cyber-securityframework.

OriginsofCyberSecurityPlatform

Cybersecurityisdefinedasa packageofsafetysolutionswhich providesmajorsecurityprocesses. Therearemanysectorswhichare consumingcybersecurityplatformas itsmajorfunctionalityforweb servicenetwork.Thefundamentals ofcybersecurityprocessare,

ApplicationSecurity

Information

Security

NetworkSecurity

OperationalSecurity

Applicationsecurityiscovered withtechnologythatmeasuresthe feasibilityoftheapplicationby finding,fixingandpreventing securityexposers.Thereare differenttechniqueswhichare beingusedassecurityplatformto emphasizesafetyatdifferent stagesoftheapplicationcycle. Applicationcycleincludes differentsegmentssuchasdesign, development,deployment, upgrade,andmaintenance.The standardofsecurityprocessis consequentlychangingand applicationcyclehasalsoa differentprocesswithdifferent standardization.

Techniquesusedinapplication securityaremainlyfocusedon itsexposeroftheapplication security. Whitebox security is usedforreviewingthesource codeandnoticingsecurityflaws oftheapplicationthrough manualfunctionality. Blackbox security auditisusedfortesting securityfunctionswheresource codeisnotneeded.

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Design review isusedasan applicationofthreatmodel,and worksbeforethecodeiswritten. And Tooling isthetechnique whichincludesautomatedtools thattestsecurityflawswith higherpositiverate.

Informationsecurityisacore sourceofinformationwhichis confidential,integratedandeasily available.Theprimaryfocusof thissecurityprocessistothe stabledataprotectionwhile maintainingafocusonefficient policyapplication.Risk managementprocessisachieved byidentifyingassets,threat sources,andvulnerabilitiesandis alsofollowedbytheeffectiveness oftheriskmanagementplan.

Informationsecuritymainly worksonconfidentialinformation whichishighlyentitledtothe process.

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Networksecuritysetsavariety ofcomputernetworks,usedin bothpublicandprivatesector.It alsoincludesconducting transactionsandbuild communicationsamong businesses,governmentagencies, andindividuals.Allnetworksare dividedintotwosections,private networkandpublicnetwork.

Privatenetworkingisused withinthecompanyandpublic networkaccessrelatestothe opensourcenetwork.This securitycultureishighly involvedinmostofthe companies,enterprises,andother typesofinstitutions.Itismainly usedforprotectingand overseeingtheoperations.The

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networkresourceisrelativelyprotectedbyassigning auniquenameandacorrespondingpassword.The processisconcernedwithauthenticationof usernameandpasswordwhichimplementsits securityconcept.

Operationalsecurityisaprocessthatidentifies informationwhichiscriticalandeasytodetermineby competitorintelligence.Itprotectsindividualpieceof datathatcouldbegroupedtogethertogiveaproper setofinformation.Itincludescriticalinformation essentialformilitarycommanders,seniorleaders,and highermanagement.Thewholeprocessalsoincludes technicalandnon-technicalmeasuressuchas,useof emailencryptionsoftware,takingprecautionsagainst spyingdataandsecuringconfidentialinformationnot tobesharedonsocialmediaplatform.

Operationalsecurityisafive-stepprocesswhich assistsanyorganizationtospecifyrequired information, Ÿ Identificationofcriticalinformation Ÿ Analysisofthreats Ÿ AnalysisofVulnerabilities Ÿ AssessmentofRisk.

SecuringOrganizationProcesses

Cybersecurityprocessplaysacrucialroletoimpact informationsecurityoftheorganization.Italsoexplores the“RelationshipbetweenOrganizationCultureand InformationSecurityCulture”andcontributesintothe organization’sprotectionaswellasmaintainsallkindof information.Securityprocessisanever-endingprocess inwhichinformationisusedasaresourcetoolto managestatisticssecurityculture.

Thesecurityprocessservedfive-stepprocessesincluding pre-evaluation,strategicplanning,operativeplanning, andimplementation. The pre-evaluation process identifiestheawarenessofinformationsecuritywithin employeesintheorganization. Strategic Planning offers healthierawarenessprogramwheretargetgetssets accordingtothegroupingofpeople. Operative Planning providesgoodsecurityprocesswhichcanbeestablished basedoninternalcommunication,securityawareness,

andatrainingprogram. Implementation isfourstage processusedassecurityprocesstoimplement information.Theprocessisusedformanagement, communicationwithorganizationalmembers,and currentemployees.

EnhancingFuturewithCyberSecurity

CybersecurityisaggressivelycontributingtotheITfield concernedwithreducingorganization’sriskanddata break.Accordingtoresearchin2016,46%of organizationscarry"problematicshortage"ofcyber security,andisincreasedby28%comparedto2015. Also,government,commercialandnon-governmental organizationsusecybersecurityforbetterandsecure platform.

Thedemandforcybersecurityisincreasingrapidlyas professionalsecurityworkerinallindustriesare managingthevolumeofconsumerdataoffinance, healthcare,andretail.However,theuseoftheterm “cybersecurity”ismorepopularinallindustrialareas thatwillhelporganizationswithsecurityprocessculture.

Conclusion

Cybersecurityisequallyimportantforlocal,state,and centralgovernmentastheseorganizationsmaintainsa hugeamountofconfidentialdataandrecordsconcerning thecountryanditscitizens.Yettherearemany governmentandcommercialorganizationsthatface difficultiesinprotectingtheconfidentialdataduetolack ofinadequatesecuredinfrastructure,andlackofsecurity awareness.

Joblogic

SpecialistsinManagingFieldServices

Itisdifficultforaservicebusinesstomanagetheirfield operationwithresponsibilitiessuchasdispatchingjobs tomobileworkers,recordingdata,andensuring productivity.Ittakesalotoftimeandahighvolumeof resourceswhichmeansthatjobsandinvoicesareinevitably missed.Thelackofefficiencyinsuchoperationsledtothe necessityofFieldServiceManagement(FSM)software. FSMreferstothemanagementofallthefieldrelated operationsthroughamobileworkforce.Itisacategoryof softwareproductthatenablesenterprisestoimprovetheir performance.ItisestimatedthattheFSMmarketwillbe valuedatmorethan$3.5billionby2019.

Joblogicisoneoftheleadingenterprisesinthesegmentof fieldservicemanagement.Itwasfoundedin1998andisa globalsoftwarecompanywithheadquartersbasedin

Birmingham,UK.Thecompany’smissionistoprovide contractorswithworld-classfieldservicemanagement softwarethatenablesthemtogrowrapidly,savetime, increaseproductivity,andensurecompliancy.Thecompany hasinternationalofficesinSydney,Australia,andLahore, Pakistan,andemploysover40peopletodevelop,support, implement,andselltheirFSMsoftware.Joblogicisusedby servicecontractorsinthebuildingmaintenanceindustryto streamlinetheirbusinessoperationsandmaximize productivity.Thesoftwareconsistsofapowerfulback officesystem,amobileworkerappforsmartphonesand tablets,andanonlinecustomerportalwherecustomerscan keepinformedaboutjobupdates.Itenablesservice contractorstosupporttheirbusinessgrowthbyboosting productivity,reducingpaperwork,andimprovingcashflow.

Recently,Joblogichasenteredits20thyearandmostofits keypeoplehavebeeninthebusinessformorethan10 years.Thecompanybelievesthatitselegantuserinterface, world-classmobileapp,andaffordablepricingmakesita popularchoiceforcompanieswhohaveaspirationtogrow theirbusiness.

FieldService Managementsoftware thatconnectsyour backoffice,mobile workersandcustomers togetherinasingle cloud-basedsystem.

ProvidingUniversalSolutions

Joblogichascustomersinboththecommercialand residentialmarkets,cateringtoarangeoftradesfrom facilitiesmanagementtoheating,ventilationandair conditioning(HVAC),andspecializedtradessuchaswater hygiene.OneofthestrengthsofJoblogicisitbeinganoffthe-shelfproductwiththeabilitytocreatebespoke workflowsthatworkforeachtrade.Forexample,aheating contractorcancompletegassafetycertificatesonthe mobileapp,whilstarefrigerationtechniciancancomplete F-Gaslogbooks.

TheEmergenceofaLeader

JamesWhatmore,CEO,joinedin2000asasales executiveandbuiltanestablishedcustomerbasebefore progressingtosalesdirectorin2007.In2013,heleda successfulmanagementbuyoutandstartedimplementing growthplansforthecompanywhichledto30%yearover yeargrowthinthe5thyear,accompaniedbyteamgrowth from11to40people.

BadgeofHonor

TheseconddecadeofJoblogic’sexistencehasseen impressivegrowth.Therecruitmentofsoftwarearchitect YacoobMoolla(currentCTO)andthelaterdevelopmentof arobustmobileappenabledthecompanytogrow significantly.Additionally,italsohelpedittocompeteata higherlevelthanotherestablishedsoftwarecompanies. Joblogichasalsobeenselectedbythehighlyrespected BuildingEngineeringServicesAssociation(BESA)to provideitssoftwaretotheirmembers.Thisisa developmentthathelpscompaniesintheservice maintenanceindustrytoremaincompliantwith environmentallegislation.

ResilientEndUsers

Inordertomakeasuccessfulproduct,itmustbedesigned insuchawaythatitisimmediatelyattractivetothe customerbase.Joblogicbelievesthatsoftwareneedstobe design-ledtoensurethatthesystemisuser-friendlyand intuitive.Joblogichasamobileappforfieldtechnicians

thatworkscompletelyoffline(nosignalrequired)foriOS andAndroiddevices.Additionally,thesoftwareishostedon theMicrosoftAzureCloudplatformwhichguaranteesbestin-classhosting,security,andavailabilitytoensurethatitis alwaysliveandsecure.

AspiringGlobally

Joblogicisalreadylaunchedgloballyandthenextstageof itsgrowthistobeamajorplayerintheNorthAmerican market.Ithasspentthelast18monthsresearchingtheUS andCanadawithaviewtoahardlaunchinQ3,2018.Also, duringthesecondhalfofthisyear,itbuiltsomestrategic partnershipsintheUKthatwilladdsignificantgrowthto thebusinessanditscustomerbase.Rightnow,thecompany isrecruitinganadditional6seniorsoftwaredevelopersand hassetupanotherofficeinVietnamtosupportits worldwidegrowth.

JamesWhatmore CEO

Benchmarking Future

SamarSingla Founder JungleWorks

Astrologersandscience-fictionwritershaveentirely losttheirprofessionalexclusivitywithbigdata comingintoactionenablinganyonetopredictthe futurebackedbystatisticallyanalyzedcomplexdata,that tooinamatterofseconds.Thekeytothefutureliesinthe pastandthepresenthastoconnectthedotstomakethe timetraveljourneysuccessful.Astonishingly,thisentire processisreduceddowntoanoperationaldurationofjusta fewminuteswithadvancedpredictiveanalyticstools.

FieldService,inparticular,isagoldmineofdatafromGPS andlocationtoclientdetailswhichhadalwaysbeenlying dormantinsidecompanyserversbutarenow,gradually, beingchanneledforgreaterpurposes.Predictiveanalytics hasbecomesoimportantinfieldservicebecausecustomers are,blatantly,expectingcompaniestounderstandtheir needsandcustomizetheirofferingsbeforethemexpressing it.Companiescannomoremerelysellproductsand servicesandhavetoshifttheirfocustosellingexperiences tomakeahugeimpactontheresults.

Thesearethemajorimpactpointsofpredictiveanalyticsin thefieldservicesector:

1.Demand

Forecastingdemandforproductsandservicescansupport enterprisesinbetterinventorymanagementandhelpin calculatingthenumberofstaffrequiredtomeetacertain objective.

2.Pricing

Althoughenterprisesarestillslowinadoptingmodern methodsofpricingandstillrelyonthetraditionalones, timeshavechangedwithpredictiveanalyticsmakingthe pricingprocessmuchmoreaccurateandflexibletovarious internalandexternalfactors.

3.KPIs

Superiorperformancestronglyreliesonactionable informationwhichiswhypredictingKPIshasbecomeso importantforenterprises.Theabilityofpredictiveanalytics tomeasure,monitorandreacttoKPIsbecomesimperative informulatingbothshort-termandlong-termstrategies.

4.Operationalefficiency

Taskschedulingandrouteoptimizationbecomesmuch moreefficientespeciallywithaheavyreductionin unnoticedslackusingthemultifunctionalaspectsof predictiveanalytics.

5.Maintenance

Preventativemaintenancebecomesmuchmoresensemakingwithpredictiveanalyticssupportingaccurate

planningusinghistoricaldataaboutwhenapartislikelyto fail.

AlthoughthereareabundantbenefitsofusingPredictive Analyticsnotjustinfieldservicesbutinanydomain, however,wecannotshyawayfromtherisksthatitbrings alongwithit.ForPredictiveAnalyticstoproperlywork, thereshouldbeahugevolumeofrelevantdatasetsfroma widerangeofactivitiesandevenwiththeavailabilityof suchheavydatasets,algorithmscanfailinanticipating humanbehaviorwhichinitselfisfullofcomplexities.Ifwe bringtimeintotheframe,itmakesthingsevenmore completed.Theanalyticsdesignmightbesuccessfulatone pointoftimebutitmightfalterwithchangesinvariables withrespecttotime.

However,modernpredictiveanalyticstoolshavemanaged torisebeyondtherisksandhavehitaveryhighaccuracy markinmakinganalyticalpredictions.Especiallyinfield services,thealgorithmshavebeenmodifiedtoadapttothe changesinlocation-baseddataandcustomerinsights consideringtimeintervalsaswell.Suchlevelofaccuracy becomesimperativeinshapinghowhistoricaldataisused inmakingbusinesslevelandfunctionalstrategiesforthe organization.

PredictiveAnalyticsplatformshavestartedtobecome extremelyprominentsince2017withmoderntechnology givingapushtobusinessintelligenceplatformssupporting predictiveanalytics.Enterprisesinthefieldserviceindustry canlookatplatformslikeTookanandKatototakeadive intopredictiveanalyticsandtransformhowtheycarryout theirbusiness.

Tookanisarobustone-stopshopforallthefieldservice managementproblems.Itsanalyticalprowessgivesyoua glimpseofthefuture.Tookandiagnosesandunderstands thebusinesswiththehelpofitsdataminingandanalytical functionshelpingtomakebusinessintelligentdecisionsto thriveinthisvolatileindustry.

Katoisafullyequippedanalyticalplatformwhichhasa widerangeofanalyticalofferingsfromdatapreparation, analyticsdashboardtopredictiveinsights.ItactsasanAI andpredictiveanalyticstoolbyofferingplugandplayML algorithmsthatsolvespecificusecasesforyourbusiness model.

Withpredictiveanalyticssupportingfunctionalactivitiesat everystep,enterprisescan,literally,visualizeabetterfuture andmakebusinessintelligentdecisionsbasedonhistorical datadefiningpatternsofactivitiesandbehavior.

OnProcessTechnology

ATrustedAdvisortoManyofTheWorld'sLeadingCompanies

Itallstartedbackin1998,whenOnProcess’founder sawamarketneed,andbuiltamulti-million-dollar business,startinginthebasementofhishomeina smalltownintheGreaterBostonArea.Afriendand professionalcontactofhisworkinginanearbybusiness wasdescribingsomeofthechallengestheyhadin recoveringcostlyequipmentstrandedinthefieldorwith theircustomers-servers,networkinggear,androuters.He quicklyrealizedtherewasgreatvalueinnotonlyhelping thiscompany,butalsohelpingothercompanieslikeitto createandmanageaprocessbringingtheirstranded equipmentbackintotheirinventory,refurbish&reuseratherthanhavingtospendmoneybuyingnewequipment. Thatveryfirstclient,thebusinessheadquarteredinthe samesleepypatchofsuburbanMassachusetts,was technologygiantEMC.

OnProcessmaynotbeahouseholdname,butitdoescount manyoftheworld’sleadingbrandsascustomers.Dell/ EMC,HPE,Cisco,Comcast,Verizon,andAT&Talllookto OnProcesstohelpoptimizetheirserviceoperations.

SpanningtheEntireServiceValueChain

Today,OnProcessisaleadingglobalproviderofservice operationsoptimizationsolutions.Withoriginsfirmly rootedinprocessimprovement,thefirmhasexpandedits offeringsfarbeyondassetrecovery,andnowspansthe entireservicevaluechain. Asonecanimagine,ittakes significantcross-functionalactivityforanyserviceprovider toservetheircustomers. Andmoreoftenthannot,crossfunctionalprocessesareriddledwithgapsandoverlaps-all drivenbyorganicfunctionalsilosexistingwithinthat company. Forexample,theleaderresponsiblefortech supportisworkingtoreducehandletime,whileafield serviceleaderisworkingtodriveontimearrivalandfirsttimeresolution,andatthesametimethesupplychain leaderisworkingtoreduceinventoryvalues. Thetrouble is,whencreatedandmanagedasindividualprocesses,those metricsbecomeadversarialforceswreakinghavocon serviceoperations.Inordertodriveavoidablecostoutof one’sbusiness,anddeliveraseamlesscustomerexperience, onemustmanagetheirserviceoperationsasa comprehensiveprocesswithalignedmetricsandgoals.

That’swhereOnProcesscomesin.OnProcessallows serviceproviderstofocusontheircorecompetency,by providingoperationsoptimizationsolutionsthatstreamline theentireserviceoperationsecosystem-everythingfrom customeronboarding,tocustomersupport,triage,remote diagnostics,orderdeskmanagement,thedispatchofparts andtechnicians, on-demandfieldengineers,andendoflifeservicesincludingassetrecovery,refurbishment,anddisposition.

TurningCostCenterintoProfitCenter

OnProcessleveragesacombinationofproprietary technology-fueledbypredictiveanalytics,andservice lifecycle/processimprovementexpertstodeliver significantcostsavings,seamlesscustomerexperiences, anddriverevenuegrowth. AtOnProcess,it’sallabout turningyourcostcenterintoaprofitcenterthrough outcomebased,customtailoredsolutionspullingtheright leversforeachindividualclient’sbusiness. OnProcess reducesavoidabletruckrolls,andgetstherighttechwith therightparttotherightplace,attherighttime-atthebest possiblecost,withoutsacrificingqualityorcustomer satisfaction.

DrivingGrowthThroughResults

AneliteteamofOnProcessisledbyMichaelWooden,the ChiefExecutiveOfficerofthecompany.Michaelhasbeen leading,growing,andbuildingglobalenterprisesaswellas start-upservicesformorethantwodecades.Priortojoining theteam,heheldmultipleexecutiveandC-levelroleswith P&Lresponsibilityacrossdivergentsaleschannelsand marketingfunctions,aswellasstrategydevelopment,and withresponsibilitytocreateandexpandoutsourcing servicesforcompaniesincludingConvergysCorporation andXerox. “OnProcess built an incredible business over the first 16 years of its existence, and with some of the biggest names in technology, cable, and wireless as clients,”saysWooden. “When I joined the company, the question I had to ask was: how do we continue to deliver outstanding results, while unlocking new levels of value for our customers- both current and future? ”Thisquestion spurredthestrategyandtransformationofOnProcess’ businessfromitsfoundationinassetrecovery,tothe technologydriven,outcome-basedserviceoptimization specialistthatitistoday.

“Our transformation strategy was really 2-fold”,asserts Wooden. "First, we built predictive analytics providing deep insights into our customer’s businesses- insights including the likelihood of a part to be returned, the likelihood of a warranty claims to be fraudulent, and even the likelihood of a part to be determined no fault found. Simultaneously we developed our proprietary technology platform with automated business rules to be driven by the embedded predictive analytics, and real-time visibility for our clients- and most importantly our own operational teams. The final step was the most critical- transforming our previous business model from transactional and headcount based, to an outcome-based model. A model where we wouldn’t win until our clients won. That was the real game-changer.”

Testimonials

“OnProcessquicklytransformedaglobal,fragmentedand highlycomplexordermanagementsystemintoa centralizedstreamlinedprogramthatimprovescustomer experiencewhilesavingsusmoney.”

— Bridie Norman, VP Elekta Logistics Platform

“OnProcess’customsolutionforHPEiscriticalto substantialfinancialsavings…benefitskeyareasof

Wooden ChiefExecutiveOfficer

businessincludinginventorymanagement,transportation costs,&improvementstoourreturnsprocess.”

— Kollen Bower, Director HPE Global Services

“OnProcessenablesDell-EMCtobetterunderstandcost avoidanceopportunities&drivegreaterefficiencieswithin ourpost-salesupportlandscape.OnProcesscontinually innovatestodeliveradditionalvaluetoourbusiness.”

— Mark Deitemeyer, Senior Director, Dell-EMC

Michael

WaveApplication

ASimplisticApproachonLocationSharing

Founder

InaninterviewwithInsightsSuccess,the and CEOWaveApplicationManueldelaEsperanza of , shareshisinsightsbehindhistriumphantjourneyof developinganapplicationwhichfocusesonlocation sharingservices.

Belowarethehighlightsoftheinterviewconducted betweenManuelandInsightsSuccess:

KindlyprovideabriefoverviewoftheWaveAppandits solutionsandservices?

Wave App isafreeapp(iOS,Android)thathelpspeopleto meetbysharingtheirlivelocationonaprivatemap.Itisa usefultooltofindfriendsorrelativesespeciallyinplaces whereit’sdifficulttomeetsuchasbusystreets,music festivals,newcities,skiresorts,skiingtripsetc. Nevertheless,themostcommonuseissimplymeeting betweenfriends,becauseitmakestheprocesseasy, effectiveandfun.

Howdoyoudiversifyyourproductofferingstoappeal toyourtargetaudience?

Wave App isanapplicationfocusedonthegeolocationof peopleandthereforehasseveraluniquefeaturesthatmake itanessentialapplicationtomeetfriendsorfamily.Among themisgeolocationinrealtime,theoptiontocreategroup maps,tosetameetingpointonthemap,thenavigation, geofencingalertsacompletechatandmanymoretocome.

Andaboveallweofferaprivateapproach.Wedon’tbelieve anybodywantstobestalkedorfollowedatalltimes.Only whenyoudecidetoandbywhoyoudecide.Thereforethere isalwaysanexpressconsenttobelocatedbyyourcontacts. Inadditionyouwilldecideifyouwishtobelocatedfora limitedperiodoftimeorindefinitely.

WhatarethecorestrengthsofWaveAppofferings?

The Wave App’scorestrengthsareitsnativetechnologyof positioninginrealtimewithpinpointaccuracy,theprivacy ofitsusers,sincetheyareawarethattheyaresharingtheir locationandcanstopitwhenevertheywant,anditsunique featuresthatimprovepeople’smobility.

Themainfeaturesusedintheappare:Unidirectional Location,GroupLocation,ChatandNavigation.

UnidirectionalLocationisthefeatureinwhichoneusercan sendunidirectionallyhis/herlocationthroughaweblinkto anysmartphoneuserthatdoesnothaveWaveinstalled.In grouplocationgroupcanbemadefrom3till10people whereallmembersaredisplayedonthescreenwiththeir profilepicture.

TheChatfeatureisacompletechatsolutionwhichincludes sharingmessages,voicenotesandimages.Navigation featuresetsuserswherehecannavigatetothemeeting pointortotheirfriendsinrealtime,seetheestimatedtime ofarrivalandtheestimateddistance.Theycanalsocallan Uberifthemeetingpointisfar.

WaveApplication helpspeopleto meettheirfriends orrelativesbysharing livelocationsona privatemap.

Whathistoricalforces,achievementsorlearningshave shapedthejourneyofWaveApp?

WaveApplicationhasbecomeareferenceforpeopleto meetandithasnotbeenaneasyway,sinceinthebeginning peoplewerereluctanttosharetheirlocation.However,its approachtoprivacyandthefeaturededicatedtoeachuser casehasallowedWavetoconquerabaseofusersfromall overtheworldthatexceeds11millionpeople.Also,itisthe idealmomentforthesekindsoftools.Geolocationis everywhere,itisprobablyoneofthenewbigdigital commodity.Devicesareready,usersarereadyand technologyisfinallyready.

Oneofthebiggestchallengeshasbeingshapingthe technologytothenumerousdevicesacrosstheworldthat hasdifferentdataconnectionandGPSquality.Alongwith this,theUXdesignhasbeenademandingfactorforusers thatareusedtoplaywithapps,sotheteamhasmadegreat efforts,withthehelpoftheCreativeDirectorofPinterest andadvisorofWave,todefineatrendyandfriendly interface.Theseimprovementshavemadepossibleto achieveagreat80%ofretentionrate.

WheredoesWaveAppseeitselfinthenearfutureand whatareitsfuturegoals?

Thecoreof Wave App isitsleadingtechnologyandthe biggestchallengesthatitfacesinthenearfuturearethe workintheimprovementofthetechnologyanditsconstant adaptationtothepositioningnovelties,theUXdesignto adaptittothedemandingconsumertrendsandthe developmentofnewfeaturesthatusersdemand.Forthis, theteammustgrowandthecompanyisworkingonthe searchfornewtalents.

Inthelongterm,theappwantstobethereferencetoolin geolocationinallsmartphonesoftheworldandtohelp peoplemeet,movearoundthecityandhaveapersonalized experience.

Withtherisingnumberoffieldservicebasedsolution providers,howdoesWaveAppstandoutfromitscrowd ofcompetitors?

WaveApplicationhasledamarketwithauniqueproposal ofgeolocationbasedonprivacy.Whiletherearesomeapps thatoffertheoptionofsharingthelocation,Waveis consideredthemostprivateandusefuloptiontomeetthe peopleweloveincrowdedplacessuchasdowntown streets,festivalsormarkets,aswellasinplaceswhereitis difficulttogivedirections,suchasskiresortsornatural landscapes.Itscorevaluecomesalongwithuniquefeatures thatcompletetheexperienceinthemobilityfieldsuchas thenavigation,thedirectaccesstoUber,thepossibilityto pinameetingpointongroupmapsandthechat.

AbouttheCEO

ManueldelaEsperanza Co-founder&CEO

Theco-foundersofWaveApplication,Manueldela Esperanza,CEO,andLuisGelado,COO,havebeenableto carryapioneeringideaatatimewhenthemarketwasnot asusedtogeolocationasitisnow,bydevelopingitsnative technologywithauniqueapproach.Themostdifficult challengeshavebeentodefinethetechnologicalstrategy,to findrealprofessionaltalentstoexpandtheteamandtoseek fundingtocontinueinvesting.Havingalargefanbaseanda positivegrowthhasallowedWavetoconquerinvestors throughseveralroundsoffundingastherecentbeton Crowdcube,inwhichWaveraisedmorethan€1Mto continueinvestingintechnologyandmarketing.

AbouttheCompany

Wave App isamobileapplicationwhichhelpspeoplemeet upbysharinglivelocationonaprivatemap.Theapp enablesuserstogatherpersonalaswellaslocation informationwithitsuser-friendlyinterfaceinasecure manner.ItrunsonmajoroperatingsystemssuchasiOSand Androiddevices.Theappheightensitsperformance especiallyindifficultplacessuchasbusystreets,music festivals,skiresorts,skiingtripsandnewcities.

Nevertheless,themostcommonmediumofusagefor Wave App isitssimplisticapproachofmeetingfriendsandfamily, asitmakestheprocesseasy,effectiveandfun.

POS Trends

Reshaping the Reatil Sector

Inrecenttimes,theretailindustryhasn’tseenamore excitinginventionsincetheinventionofcashregister. Withnewandinnovativetechnologieshelpingshape bothonlineandofflineexperiencesforconsumers,the landscapeiscontinuouslychanginginawaywhichwas unimaginableevenfewyearsback.Thebestpartisthat thereseemstobenoendoftheinnovation,whichonly influencingthepurchasedecisionoftheconsumers.

Nowadaysthemainfocusofretailersistocreateasafe, engaging,anduniqueshoppingexperienceforits consumers,it’sveryimportantfortheretailersto understandtheimportanceof Big Data and in-store analytics and adapting to the cloud. Withtheretailindustry atthevergeofmassivetransformation,wearelistingout fewkeytrendsthateveryoneneedstoknowtobe successfulintheecosystemthatistransformingquickly.

Multi-systemIntegration

Multi-systemintegrationwithvariousapplicationsgetsthe utmostpriorityfromtopretailers.Mostoftheretailerslist outPOSintegrationwithotherapplicationsasakeypriority alongsidetheimplementationofdynamicmarketingcontent throughmobiledevices.Thisismostlyduetotheretailer’s interesttostoreallthecustomerinformationandpurchase historyinadatabase,whichiscompletelycentralizedthat couldbeeasilyintegratedwithmultipleapplications. However,inordertodothat,aretailerneedstouseanERP databasethatcanhandleallthese.

Speed

Peoplealwayslookforquicksolutionsforeverything.A clockstartstickingthemomentacustomerenters,nomatter howgoodtheproductis,iftheprocessisslowandthe attentiontodetailsaremissing,thencustomerswillleave

disappointed.Asaretailer,onecannotpleaseeveryone,but withamodernandefficientPOS,theservicecanbe improved.AmodernPOSsimplifiesthecommunication betweenvariousdepartmentsandcansavealotoftimefor boththeretailerandthecustomerrespectively.

ManagingStocks

Keepingandmanaginginventoryisanightmareformostof theretailers,andit’squitenatural.Managinginventoryisa never-endingtaskandtakesalotofeffort,time,and manpower.However,itisquiteimportanttomanage inventorieswhenitcomestolong-timesurvival.An efficientPOSsystemalwaysmakestheprocessof managingtheinventorymucheasier.ThebestpartofaPOS is,onecanmonitorthestatusofstockeditems,shipped products,andnewordersanytime.Thisisahugetimesaver foracumbersomeandatediousprocess,andeventually helpsretailerstofocusonotherimportantaspectsof runningthebusiness.

CustomizedExperience

WithPOSsystems,retailersjustneedtoprovide personalizationthatscoopsouteveryshopper.Every passingyear,retailersareadaptingtopersonalized technologysolutionsthatallowaninteractiveuser experience.Thankstotheemergenceofallnewmobile POStechnology,nowretailerscanofferitscustomersmore choicestoaccommodatetheirshoppinghabitsbyletting themtocompletetransactionsanywhereinthestore.Now withtheinventionofimprovedPOSmarketersand customerserviceteamscancontactthebuyerateachpoint oftheirpurchasedecision.Withsomuchdataretailersand consumerscanhavebettercustomerservice,quicker paymentprocessesandaccesstobetteroffersandreal-time personalization.

PromotionsandMarketingatitsBest

Nowadayswiththeadventofdigitaltechnology,marketing involvesmaintainingadigitalpresenceaswell.APOScan integratealltheadvertisedofferswithtransactions,making iteasiertokeeptrackofallthecampaigns.Additionally,it canintegratewithCRMandtrackcustomerbehavior.When anoffergetspopularamongthemasses,thentheretailer willseeitinhistransactiondata.

UsageofBigDataanalytics

Inordertocompetewithe-commerce,retailersarenow takingthehelpofBig-Dataandinstoreanalyticsjustto haveabetterideaaboutwhat’shappeninginsidethestore. Big-Dataanalyticshelpsretailerstotrackhowfrequentlya specificitemmovesfromshelftoshoppingcartallows retailerstoknowthetrendsthataredominantinthemarket. Analyticshelpstheretailindustryinabigwaytobetter understandconsumerpurchasepatternandbehaviors.

KeepingTrackofEmployees

Torunabusinesssmoothlyaretailer,needfewpeople.A POSsystemenablestomanagethemwithgreataccuracy.

WithaPointofSalesysteminplace,employeescansignon oroffeasilyandthesystemwillautomaticallylogtheir workhoursandbreakhours.

Security

Aboveall,aPOSsystemoffersgreatsecurityprotections thathelpkeepingcustomerdatasafe.Retailstoresand businessesarealwaysprimetargetsforCyberCriminals, andadatabreachisnotgoodforabusiness.So,byusing standardencryptionandfirewall,businessescanbesecured fromcyber-attacksandcustomerscanswipetheircards withapeaceofmind.

So,herewehavelistedoutfewofthePOStrendsthatwill shapethefutureoftheretailindustry.Aswelookahead, thesetrendswillbeonfocusforbothretailersand customers.ThemainadvantageofanadvancedPOSsystem isgreaterefficiencyandoptimization,itlinksallthe departmentstogetherwhicheventuallyallowstohavebetter controlovertheinventory,betterprofitability,andto manageprocessesinanefficientway.