The 10 Best Performing Field Service Solution Providers, 2019

Vol 11 | Issue 10 | 2019

SECURING FUTURE

Cyber Security: Secure Your Network with Intelligence

Editor’s Desk

Key POS Trends Reshaping the Reatil Sector

W Enhancing Touch Points of the Customer

A sound FSM system ultimately ensures customer satisfaction.

hat happens inside the four walls of the organization can be managed, tracked, and organized effectively through integrated ERP or EAM systems, but what when it comes to keep an eye on geographically dispersed work? It also requires collaboration, coordination, and mobility. This is where Field Service Management (FSM) comes into the picture.

Service businesses often find it difficult to manage their field operation with responsibilities such as dispatching jobs to mobile workers, recording data, and ensuring productivity. It takes a lot of time and a high volume of resources by relying on traditional manual ways to manage field services, which means that jobs and invoices are inevitably missed. The lack of efficiency in such operations led to the necessity of Field Service Management (FSM) software.

Being a prominent approach, FSM is taking process optimization to the next level. It aids in automation and streamlining of the complete service process. The study estimates that the FSM market will be valued at more than $3.5 billion by 2020.

Businesses in the field service sector are implementing the conventional way of FSM by using SaaS products and helping their customers achieve sustainable growth by providing solutions to manage business processes more efficiently, minimize costs and increase productivity. However, standing out in this complex and competitive industry isn’t easy. It requires a perfect blend of innovation and experience, and a remarkable ability to deliver reliable solutions. In order to admire and acknowledge such businesses and their novel approaches, Insights Success has curated a list of “The

10 Best Performing Field Service Solution Providers, 2019”.

Our world is more connected than ever.

Thermostats, televisions, appliances, smart speakers—all of these devices need to be connected for use in our personal and professional lives. The companies and field service technicians who help customers connect these devices need the right tools to do their job well and improve customer satisfaction, productivity and revenue. With the realtime demands of field service, it can be one of the most challenging aspects of running a business.

That’s where CSG comes in. For more than 35 years, CSG has delivered software and services that help companies around the world monetize and digitally enable the customer experience. Thus, it features on the cover of this edition. CSG Field Service Management (FSM) helps technicians with the right skill set get to the right job at the right time, so businesses and consumers have the connectivity they need to work and play.

Also, make sure to scroll through the articles written by our editorial team and CXO standpoints of some of the leading industry experts to have a brief taste of the sector.

Let’s start reading!

Hitesh Dhamani

COVERSTORY

08

CSG

Field Service Technology Helps Companies Thrive in an Ever-Changing Marketplace

ARTICLES 24

38

Securing Future

Editor’s Desk

Cyber Security: Secure Your Network with Intelligence

Key POS Trends Reshaping the Reatil Sector

CONTENTS 08 Field Squared All-in-One Field Service Automation Software

08 OnProcess Technology A Trusted Advisor to Many of The World's Leading Companies

08 Glympse All-in-One Field Service Automation Software

08 Joblogic Specialists in Managing Field Services

08 Wave Application A Simplistic Approach on Location Sharing

Editor-in-Chief Pooja M. Bansal Executive Editor Rohit Chaturvedi

Managing Editor Anish Miller

Assistant Editors Jenny Fernandes Hitesh Dhamani

Visualizer

Art & Design Director

Associate Designer

Co-designer

David King

Amol Kamble

Kushagra Gupta

Shweta Ambilwade

Senior Sales Manager

Business Development Manager

Kshitij S

Peter Collins

Marketing Manager

Sales Executives

John Matthew

David, Kevin, Mark, Prathamesh

Technical Head

Business Development Executives

Jacob Smile

Steve, Joe, Alan, Manish

Technical Specialist Aditya

Digital Marketing Manager Marry D’Souza

SME-SMO Executive Prashant Chevale

Research Analyst Calvin Jones

Circulation Manager Robert Brown

Database Management Stella Andrew

Technology Consultant David Stokes

sales@insightssuccess.com November, 2019

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“

O

ur world is more connected than ever.

Thermostats, televisions, appliances, smart speakers—all of these devices need to be connected for use in our personal and professional lives.

The companies and field service technicians who help customers connect these devices need the right tools to do their job well and improve customer satisfaction, productivity and revenue. With the real-time demands of field service, it can be one of the most challenging aspects of running a business.

That's where CSG comes in. For more than 35 years, CSG has delivered software and services that help companies around the world monetize and digitally enable the customer experience. CSG Field Service Management (FSM) helps technicians with the right skill set get to the right job at the right time, so businesses and consumers have the connectivity they need to work and play.

CSG FSM keeps customers connected throughout the service journey, based on changing conditions that regularly happen on the day of service and evolving demands in the customers’ lives. CSG knows that

delighting customers requires constant communication and agility—whether it's for the initial order, to the day of service, to the first trouble call.

But how was this award-winning solution developed, and how is it helping companies better serve their customers today? Chad Dunavant, Head of Global Product Management at CSG, has the insight. With over 20 years of experience, Chad develops the strategy and direction for CSG's global products and service portfolios, ensuring the company's solutions like FSM meet and exceed the current and future needs of the company’s global client base.

transforms the way service technicians conduct their work, providing a real-time, 360-degree view of a company's operations. This complete view allows service providers to get the right technicians with the right skills to the right job at the right time, while adapting to inevitability of the changing conditions.

There are five technologies that enable this real-time view: Ÿ

Real-time data: CSG FSM pushes important and urgent information including real-time traffic, scheduling, and communications to field technicians, dispatchers, supervisors and customers, while accommodating in-app communications between users, in real time. Without real-time data, the system would be unable to make realtime decisions and ensure the technician, and work they need to fulfill, are truly optimized

Ÿ

Global scalability and availability: CSG is an Advanced Technology Partner in the Amazon Web Services (AWS) Partner Network, extending its cloudfirst approach to its Field Service Management product suite. By developing and hosting the product in the cloud, it provides CSG clients with global availability, scalability, and data security associated with cloud investment to meet and exceed their needs, in real time.

Ÿ

And demands in the field service ecosystem are certainly growing. In a CSG survey of 2,000 consumers across five countries, the company found that 89 percent of consumers would be very likely to call on a service technician to troubleshoot or repair devices if their service provider offered that service. Almost 40 percent of respondents also said that they think consumers will want an on-demand installation or repair service 50-75 percent of the time.

Optimized appointment scheduling (OAS): OAS improves productivity and lowers costs through dynamic routing that continuously updates and optimizes the field service organization; taking into account service appointment time, route, real-time traffic incidents, actual street level distance to the job as well as technician skill proficiencies, licenses and equipment.

With automated dispatch logic, companies can create a real-time dialogue between technicians and customer's schedule availability to enable the team to focus on solving high priority issues and keeping service promises.

Ÿ

“Our clients are clearly identified as a trusted service provider and are seeing tremendous change in what consumers expect from brand experiences,” says Dunavant.

“This requires change in how they deliver service relying more on the field service management operations—moving from legacy to digital systems while effectively and efficiently managing risk and costs.”

Extensive suite of APIs: CSG FSM integrates into any existing billing system and third-party application. The solution integrates jobs from any order management system; tracks employee time, labor and inventory used from any enterprise resource planning (ERP) system; and automates equipment activation, warranty checks or customer signatures.

Ÿ

Service Orchestration platform: CSG FSM enables jobs to automatically be broken down based on clientdefined business rules so the work can be appropriately assigned to the right set(s) of technicians. As service work becomes more complex, this is a critical factor to ensure the right information is gathered based on any relevant event.

Built for new industries and geographies CSG was founded in 1994, providing revenue management and customer experience solutions to the cable industry.

Ever since, CSG has expanded its suite of market-leading products and services to serve various industries and geographies.

Today, CSG is one of the leading field service management solution providers in North and South America, used by over 75,000 technicians to complete more than 100 million work orders ever year. Global service providers use CSG Field Service Management to optimize their field service operations.

“CSG has been delivering field service management solutions to clients for decades,” says Dunavant of CSG’s expertise. “Our modernized product suite helps maximize our customers’ productivity, while positioning the product to support the growing demands of the service ecosystem.”

Fortunately, CSG Field Service Management is built for the connected service provider—and built to deliver a great customer experience.

Field service revolutionized The CSG Field Service Management product suite

But what really differentiates CSG Field Service Management is that it was designed with the technicians and customers in mind. CSG Field Service Management enables companies to customize how and when to communicate with their customers, utilizing channels such as SMS, mobile, email and the web to give customers realtime updates about their appointment, including the ability to follow the technician while they are en route to the customer location. All of this leads to a better customer experience.

allows for operational efficiencies, streamlined communications and the ability to work across geographies from any device.

“The only way to differentiate ourselves is in customer service,” says Simón Tadeo, CX Director at Telecom Argentina, an FSM client in South America. “CSG Field Service Management helps us deliver on our promises to our customers.”

Dunavant says CSG is committed to elevating its culture by fostering a dynamic, collaborative and empowered environment that inspires its employees, nurtures their success and sparks innovation.

Customer-obsessed culture In addition to serving the technicians and end customers, CSG also stays focused on the service provider clients themselves. By helping them provide better service to their customers, CSG and its client can deliver on their promises.

Through a re-imagined user experience, CSG FSM allows clients to manage work more effectively. By focusing on exceptions in an interactive dashboard, companies no longer have to organize dispatchers to technicians, but dispatchers to exceptions that happen during the day. This

“CSG is customer obsessed,” says Dunavant. “By staying focused on bringing innovative solutions that address the business-critical challenges within our clients’ operations, we’ve nurtured recurring, long-term client relationships that grow and have expanded our leadership position and domain expertise.”

From the customers themselves Below, CSG shares testimonials from clients who use CSG Field Service Management, as well as results those clients have seen: Ÿ

Real-time traffic helps our technicians exceed on-time arrival guarantees and deliver the great experiences our customers expect. Technicians are able to help more customers per day and get to the job on time, leading to higher customer satisfaction.” VP, Technical Services, Tier 2 Operator

Atlantic Broadband is leading the way in providing its customers with compelling and flexible television, internet and voice services across its 11-state region. To be successful, we must be diligent in continuing to invest in innovative technologies that enhance our customer experience, our operational systems and our processes. Our relationship with CSG helps us further accelerate our digital transformation and create an experience for our customers that is second to none.”

Courtney Long, VP Customer Operations, Atlantic Broadband Ÿ Field Service Management has allowed us to provide better customer experience by offering shorter windows of arrival times, set customer expectations of how long a job will take and inform them of who is arriving at their door, no surprises to our customers – which is important to them. The relationship with CSG has always worked well, they’re always responsive and listen to our needs.”

Sam Haulman, General Manager, Service Electric Ÿ Tier One Cable Provider saw a 73 percent increase in daily booked jobs in just one market, equating to a productivity increase valued at $4.6 million per year Ÿ

What’s next Looking ahead, Dunavant wants to keep delivering great experiences for clients and end customers through CSG Field Service Management. The solution helps protect and maintain existing revenue streams by improving service delivery leading to higher customer satisfaction and increased retention for greater customer lifetime value. And CSG FSM allows companies to unlock new revenue streams through the monetization of multiple services like smart homes and the Internet of Things. Companies can offer services across multiple locations and channels, while bringing new services to market quickly.

It all comes back to CSG’s mission of helping companies optimize, transform and monetize through innovative, connected service ecosystems.

“We’re committed to helping companies tackle their biggest business challenges and thrive in an ever-changing marketplace,” says Dunavant.

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Field Squared All-in-One Field Service Automation Software

M

any service businesses today are at a pivotal point in their adoption of technology that addresses key field service management and operations challenges. A year or two ago, they may have purchased a simple scheduling app that moved them away from scheduling work orders, tasks or jobs via spreadsheets.

Or, they may have subscribed to a mobile forms app to go paperless. Each attempt was in an effort to stem the hemorrhaging of efficiency losses, increasing overhead costs or bruised customer experience, across one component of their field operations.

Today’s service businesses are no longer accepting of software that only solves one of their challenges. Instead, they’re looking for something that does everything, all-inone, while, at the same time, has the capability to grow and scale as the business grows.

Taking these and many other challenges service businesses experience into consideration, Field Squared was formed.

It’s in the DNA of the company to continuously expand the Field Squared Platform, enhancing its solution to go beyond

Today’s service businesses no longer accept software that solves one challenge.

They need all-in-one software that grows with the business.

the present in order to solve the future needs of its customers. Advancing the industry forward is something that the company does not take lightly, rather, it passionately accepts the responsibility whole-heartedly. The company thrives on solving its customers challenges across their entire field operations.

A Pioneer in the Market Field Squared is a pioneer in the field service automation software market. The company was founded on the observation that there was a desperate need in the market for an all-in-one software solution that could bring together enterprise operations across field service management, enterprise asset management and mobile workforce management under a single pane of glass, by applying business process automation.

As a quick primer, business process automation (BPA) seeks to automate complex business processes, leveraging technology to do the heavy lifting. The goal is to automate simple, redundant, repeatable tasks to enable operations managers and executives, as well as the mobile workforce of technicians in the field, to significantly increase efficiency and effectiveness. Automation is further applied via integrations that orchestrate automatic updates across the many disparate third-party systems, tools and software field service businesses use every day (i.e., ERP, OMS, CRM, GIS, EMR).

By bringing data from disparate systems together under a single pane of glass, service businesses gain a consolidated view across their entire operations. With Field Squared, and unlike single use case or single industry field service software providers, that consolidated view includes activities spanning field service operations, assets (internalor customer-owned) and the mobile workforce in the field.

Leadership Propels Field Squared’s Innovation Engine Field Squared is led by Christopher James Camut, the company’s Director, President and CEO. As a fifth-time CEO, Christopher is no stranger to building successful technology companies. With Christopher at the helm, Field

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Squared has achieved record year-over-year triple-digit revenue growth and greatly expanded and enhanced the Field Squared Platform.

With a background in the ever-busy telecommunications services industry, he understands first-hand the challenges field service businesses experience. From effectively managing field technicians to providing the right tools that enable efficiency gains, his pulse is on the industry. At every turn, Christopher’s vision is what propels the innovation engine at Field Squared. This is why Field Squared’s award-winning software continues to make an impact in the market.

Christopher James Camut Director, President, & the CEO

An Industry-first Innovation Field Squared built something different, an industry-first innovation to disrupt the field service management, enterprise asset management and mobile workforce management markets. Rather than following the status quo to focus on a single industry, component or feature, the company built the Field Squared Field Service Automation Platform to accomplish something far deeper and broader.

The platform has the ability to enable complete digital transformation of field service operations through automation via an all-in-one software solution.

Field Squared solves all the things, from the truly simple to highly complex business problems faced by field service organizations. With Field Squared, its customers move faster, drastically reduce operating expenses, and achieve exponential field workforce efficiency gains.

Meeting the Future Needs of Service Businesses The future is very bright for field service businesses. Being an innovator, Field Squared is always evolving and expanding to meet the future needs of its customers.

Currently, the company is exploring opportunities to incorporate artificial intelligence (AI) and machine learning capabilities into Field Squared. Additionally, it is looking at the concept of integrating wearable technology directly into its mobile application.

Industry-Leading Automation Capabilities One of the most important aspects of the field service technology that businesses adopt today is that it’s easy to use and allows their teams to get up and running quickly. A key capability of the Field Squared Platform is an industryleading digital mobile forms builder. Customers can quickly go paperless with a simple yet powerful drag-and-drop environment in which to build their mobile forms.

The real power of Field Squared is the extensible workflow builder. Comprising the automation engine that Field Squared is known for, customers are empowered to increase operational efficiency to the nth degree. From the ability to automate and orchestrate updates from the field across the multitude of disparate third-party systems, tools and software the average field service business uses to sending real-time notifications, Field Squared enables it all. www.insightssuccess.com

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Leader’s Take

Transformational Appearance of Technology

in Today’s Era C

hange the world! That’s really the point of our existence, isn’t it? Sometimes we change the world to provide us with better opportunities, resources, enjoyment; sometimes we change the world to solve problems that are plaguing ourselves and others. I partner with organizations to position people to change the world; it’s all about efficacy -- the ability to identify a goal, put a plan in place to achieve it, and then do just that.

Clearly, the brain is the best tool for achieving efficacy. Technology, however, can be a power partner in one’s accomplishments. It all depends on how technology is used. When technology was first embraced by the masses, it was viewed as an “automational” tool: I can store and retrieve information more easily than on index cards; I can write and make changes more easily than on a typewriter; I can manage my finances and generate calculations more easily. This view of technology focuses on doing what we already know how to do, but doing it better, faster, and more easily.

Technology is more powerful as a “transformational” tool: what can technology allow me to do that I could not do without it? I can now gather and analyze enormous quantities of data for more accurate forecasting and decision-making; I can connect instantaneously with others around the world; I can work from remote locations. One of those transformational benefits of technology is that of three-dimensional reading and writing. With the advent of the printing press came reading and writing in two dimensions: across and down a page. Computer technology now allows us to read and write in three dimensions: across, down, and out through links. This allows us to present and receive a message in a much richer and robust format. How well do you read and write effectively in three-dimensions? That is a skill that must be taught in our schools and capitalized upon in our organizations. In my list of ‘10 characteristics of a net-centric society, information overload is the biggest threat to organizations today in their hopes of marketing their message. Leveraging three-dimensional reading and writing can maximize the success of your messaging and marketing. It is a transformational technology that changes the way we communicate with others.

Another favorite transformational tool of my is the engineering design process. Consider that the scientific method allows us to prove that which already exists in the world. A design process allows us to create that which does not yet exist: it is the foundation for changing the world! Consider how technology can fuel a sixstep design process: Formulate - Define the problem. Who is affected by it? What are the consequences of not solving it?

Technology allows you to gather real-time data to identify a problem and connect with others to determine its impact.

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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.

Dr. Nancy Sulla Author & National Speaker

further data to drill down to each idea until you select the most promising.

Explore - Learn as much as you can about the problem and related topics. Technology puts a plethora of data at your fingertips, allows you to connect with experts, and helps in conducting experiments to learn more.

Ideate - Generate as many solutions as possible, without critiquing them. Mind-mapping software allows you to track generated ideas and related ideas.

Sift - Consider each solution in terms of its feasibility and potential effectiveness. What may be the unintended consequences of each? Technology provides access to

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Simulate - Technology allows you to create a prototype or digital model of the solution.

Advocate - Technology allows you to promote the idea and share it with the world. Three-dimensional writing will add to the effectiveness of your advocacy.

Technology, used masterfully, can do much more than automate our lives; it can transform them. Change the world!

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Glympse Eliminating the Friction and Anxiety of Product and Service Delivery Experiences n today’s on-demand economy, convenience is the new currency. This is especially important to consider during deliveries and service calls. Consumers are movable and untethered, which means they need accurate, real-time visibility about when they need to be home to meet a service representative or delivery person. Glympse is a built-for-mobility SaaS leader that helps Fortune 1000 companies empower their customers by eliminating the anxiety and uncertainty around these product and service deliveries.

I

running growth enterprise companies for nearly 2 decades.

Being an entrepreneur with a passion for new technology and disruptive business opportunities, Chris has over 20 years of experience in various executive leadership roles in the software, mobile and IoT industries. He has deep operational experience in defining corporate strategy, developing business plans, closing strategic partnerships and raising millions of dollars in venture capital which is required to create successful high-growth technology companies.

As the pioneer of real-time temporary location sharing technology, Glympse has a powerful platform which informs customers with live ‘Uber-like’ views of their field service technician or delivery representative on the way to an appointment.

Prior to joining Glympse, Chris was the President and CEO of UIEvolution (now Xevo), a global leader in enterprise software for connecting cars, mobiles and the Internet of Things. He has spoken on panels and given presentations at Mobile World Congress Americas, CES and NPR to name a few.

An Entrepreneur with a Passion for New Technology Glympse’s CEO and President, Chris Ruff, has been

We call it Glympse.

Customers call it personalized insight and engagement for every step of their journey.

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Diversified Product Offerings Glympse began its journey in 2008 as a consumer location sharing app. The app is still free and available for everybody. Glympse was founded on the belief that location sharing should be safe, secure, temporary, private and easily accessible, which it solves for by not requiring the recipient to create a username and password.

The Company applied the same approach in developing a solution that enables field service organizations to share real-time location of their technicians and a very accurate Estimated Time of Arrival (ETA) countdown with endcustomers. This has resulted in enhancing the experience for customers.

Customers receive multiple, proactive notifications, all directing them to initially view and then check back with a unique URL, where it displays and updates the Glympse journey. As each customer’s appointment draws closer, Glympse updates that experience from a simple confirmation with capabilities to reschedule or add to

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calendar, to a ‘live’ view of the technician on the way, arrival confirmation and even an instant request for feedback. The end result is happier and more informed customers who don’t have to sit around waiting all day for a field service representative to arrive. The brands that use Glympse experience significant reductions in customer notat-homes and ‘Where’s my tech?’ calls to the call center.

Beyond field services, Glympse also applies the same webbased journey approach with solutions specifically designed for food and product delivery experiences. Their platform can even enable consumer-to-business (C2B) location sharing, to empower grocers, retailers and restaurants streamline their order preparation and handoff for no-wait curbside pickup scenarios.

Fundamental Fortes Glympse has mastered the nuances of building interactive experiences based on location data. The company can automate the updates of customer’s perspective, based on sophisticated arrival detection & geo-fencing logic, and optimized battery life. Through this it can balance all of that with smooth UX/UI capabilities.

Glympse’s platform approach solution is incredibly flexible and customizable. Every customer designs a customerfacing experience that matches their brand and business processes. The Glympse-powered customer journey experience drives incredible engagement beyond simple text-based notifications with broad ETAs. End customers spend more than 5 minutes actively engaged with each journey, which makes Glympse a powerful channel for customer service, customer marketing, creative e-commerce and up-sell/cross-sell revenue opportunities. The Company can integrate any of these capabilities directly into the experience.

Glympse excels at collecting immediate and actionable feedback and gives end-customers the chance to provide a rating and anecdotal feedback the moment a field service technician finishes their job. They then route poor feedback to a customer care agent for immediate follow up, or prompt a customer to share positive feedbacks on social media.

Partnering with their Vendors The team at Glympse does not view the company as in competition with other traditional field service software providers. Rather, these vendors are its excellent partners.

Where many solutions focus on complex routing, scheduling and resource management, Glympse is focused

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Chris Ruff CEO & President

on building an incredibly rich last mile experience for the field service customer.

Glympse blows any SMS or email based customer notification system out of the water, as its experience starts with a proactive notification but truly engages the endcustomer in a multi-step, highly engaging experience that makes field services finally feel human. The Glympse team 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 in the Upcoming Future Glympse is experiencing fantastic interest and adoption from field service organizations around the globe with high volumes of customer-facing interactions. They expect the business to keep growing and at the same time are looking for emerging field service use cases for their technology.

Beyond field service, the company is expecting to do a lot more business in some of the emerging industries they are testing today, which include roadside assistance, hotel courtesy shuttle trackers, on-demand/mobile delivery services, and curbside pickup which is known in the grocery industry as ‘buy online pick up in store.’

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Securing Future

Cyber Security Secure Your Network with Intelligence

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A

t present, cyber security is playing a vital role in the digital world and it is also known as a standard technology use for the protection of cyber environment of an individual or any organization. It is mainly known for security culture which includes user network, drives, software process, information storage, application security and system support which is directly or indirectly connected to the network. The prime objective of cyber security is to reduce continuously growing cyber risks and cyber threats.

Cyber security technology consists of a collection of tools, policies, security concepts, risk management, actions, and training. The technology tracks protected networks, data security from data attack, along with cyber security and physical security.

The core functionality of cybersecurity is based on techniques involved protecting information and system from cyber threats.

How Cyber Security came into Existence?

As with the history, cyber security has huge network background with its own findings and technology aspects. In the early 1990s, a research on information security and policy was been introduced where information was in the form of accuracy and based on system awareness. Under 2016 survey, 70% of the organizations in the US were adopted by US Security survey which is comprised of NIFT (National Institute of Standards and Technology) Cyber-security framework.

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Design review is used as an application of threat model, and works before the code is written.

And Tooling is the technique which includes automated tools that test security flaws with higher positive rate.

Origins of Cyber Security Platform Cyber security is defined as a package of safety solutions which provides major security processes.

There are many sectors which are consuming cyber security platform as its major functionality for web service network. The fundamentals of cyber security process are, Ÿ Ÿ Ÿ Ÿ

Application Security Information Security Network Security Operational Security

Ÿ

Application security is covered with technology that measures the feasibility of the application by finding, fixing and preventing security exposers. There are different techniques which are being used as security platform to emphasize safety at different stages of the application cycle.

Application cycle includes different segments such as design, development, deployment, upgrade, and maintenance. The standard of security process is consequently changing and application cycle has also a different process with different standardization.

Techniques used in application security are mainly focused on its exposer of the application security. Whitebox security is used for reviewing the source code and noticing security flaws of the application through manual functionality. Blackbox security audit is used for testing security functions where source code is not needed.

Ÿ

Information security is a core source of information which is confidential, integrated and easily available. The primary focus of this security process is to the stable data protection while maintaining a focus on efficient policy application. Risk management process is achieved by identifying assets, threat sources, and vulnerabilities and is also followed by the effectiveness of the risk management plan.

Information security mainly works on confidential information which is highly entitled to the process.

Ÿ

Network security sets a variety of computer networks, used in both public and private sector. It also includes conducting transactions and build communications among businesses, government agencies, and individuals. All networks are divided into two sections, private network and public network.

Private networking is used within the company and public network access relates to the open source network. This security culture is highly involved in most of the companies, enterprises, and other types of institutions. It is mainly used for protecting and overseeing the operations. The

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network resource is relatively protected by assigning a unique name and a corresponding password. The process is concerned with authentication of username and password which implements its security concept. Ÿ

Operational security is a process that identifies information which is critical and easy to determine by competitor intelligence. It protects individual piece of data that could be grouped together to give a proper set of information. It includes critical information essential for military commanders, senior leaders, and higher management. The whole process also includes technical and non-technical measures such as, use of email encryption software, taking precautions against spying data and securing confidential information not to be shared on social media platform.

Operational security is a five-step process which assists any organization to specify required information, Ÿ Ÿ Ÿ Ÿ

Identification of critical information Analysis of threats Analysis of Vulnerabilities Assessment of Risk.

Securing Organization Processes Cyber security process plays a crucial role to impact information security of the organization. It also explores the “Relationship between Organization Culture and Information Security Culture” and contributes into the organization’s protection as well as maintains all kind of information. Security process is a never-ending process in which information is used as a resource tool to manage statistics security culture.

The security process served five-step processes including pre-evaluation, strategic planning, operative planning, and implementation. The pre-evaluation process identifies the awareness of information security within employees in the organization. Strategic Planning offers healthier awareness program where target gets sets according to the grouping of people. Operative Planning provides good security process which can be established based on internal communication, security awareness,

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and a training program. Implementation is four stage process used as security process to implement information. The process is used for management, communication with organizational members, and current employees.

Enhancing Future with Cyber Security Cyber security is aggressively contributing to the IT field concerned with reducing organization’s risk and data break. According to research in 2016, 46% of organizations carry "problematic shortage" of cyber security, and is increased by 28% compared to 2015.

Also, government, commercial and non-governmental organizations use cyber security for better and secure platform.

The demand for cyber security is increasing rapidly as professional security worker in all industries are managing the volume of consumer data of finance, healthcare, and retail. However, the use of the term “cyber security” is more popular in all industrial areas that will help organizations with security process culture.

Conclusion Cyber security is equally important for local, state, and central government as these organizations maintains a huge amount of confidential data and records concerning the country and its citizens. Yet there are many government and commercial organizations that face difficulties in protecting the confidential data due to lack of inadequate secured infrastructure, and lack of security awareness.

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Joblogic Specialists in Managing Field Services

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t is difficult for a service business to manage their field operation with responsibilities such as dispatching jobs to mobile workers, recording data, and ensuring productivity. It takes a lot of time and a high volume of resources which means that jobs and invoices are inevitably missed. The lack of efficiency in such operations led to the necessity of Field Service Management (FSM) software.

FSM refers to the management of all the field related operations through a mobile workforce. It is a category of software product that enables enterprises to improve their performance. It is estimated that the FSM market will be valued at more than $3.5 billion by 2019.

Joblogic is one of the leading enterprises in the segment of field service management. It was founded in 1998 and is a global software company with headquarters based in

Birmingham, UK. The company’s mission is to provide contractors with world-class field service management software that enables them to grow rapidly, save time, increase productivity, and ensure compliancy. The company has international offices in Sydney, Australia, and Lahore, Pakistan, and employs over 40 people to develop, support, implement, and sell their FSM software. Joblogic is used by service contractors in the building maintenance industry to streamline their business operations and maximize productivity. The software consists of a powerful back office system, a mobile worker app for smartphones and tablets, and an online customer portal where customers can keep informed about job updates. It enables service contractors to support their business growth by boosting productivity, reducing paperwork, and improving cash flow.

Recently, Joblogic has entered its 20th year and most of its key people have been in the business for more than 10 years. The company believes that its elegant user interface, world-class mobile app, and affordable pricing makes it a popular choice for companies who have aspiration to grow their business.

Field Service Management software that connects your back office, mobile workers and customers together in a single cloud-based system.

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Providing Universal Solutions Joblogic has customers in both the commercial and residential markets, catering to a range of trades from facilities management to heating, ventilation and air conditioning (HVAC), and specialized trades such as water hygiene. One of the strengths of Joblogic is it being an offthe-shelf product with the ability to create bespoke workflows that work for each trade. For example, a heating contractor can complete gas safety certificates on the mobile app, whilst a refrigeration technician can complete F-Gas log books.

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The Emergence of a Leader James Whatmore, CEO, joined in 2000 as a sales executive and built an established customer base before progressing to sales director in 2007. In 2013, he led a successful management buyout and started implementing growth plans for the company which led to 30% year over year growth in the 5th year, accompanied by team growth from 11 to 40 people.

Badge of Honor The second decade of Joblogic’s existence has seen impressive growth. The recruitment of software architect Yacoob Moolla (current CTO) and the later development of a robust mobile app enabled the company to grow significantly. Additionally, it also helped it to compete at a higher level than other established software companies.

Joblogic has also been selected by the highly respected Building Engineering Services Association (BESA) to provide its software to their members. This is a development that helps companies in the service maintenance industry to remain compliant with environmental legislation.

Resilient End Users In order to make a successful product, it must be designed in such a way that it is immediately attractive to the customer base. Joblogic believes that software needs to be design-led to ensure that the system is user-friendly and intuitive. Joblogic has a mobile app for field technicians

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James Whatmore CEO

that works completely offline (no signal required) for iOS and Android devices. Additionally, the software is hosted on the Microsoft Azure Cloud platform which guarantees bestin-class hosting, security, and availability to ensure that it is always live and secure.

Aspiring Globally Joblogic is already launched globally and the next stage of its growth is to be a major player in the North American market. It has spent the last 18 months researching the US and Canada with a view to a hard launch in Q3, 2018. Also, during the second half of this year, it built some strategic partnerships in the UK that will add significant growth to the business and its customer base. Right now, the company is recruiting an additional 6 senior software developers and has set up another office in Vietnam to support its worldwide growth.

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Benchmarking Future

THE FUTURE IS HERE Predictive Analytics for Field Service management

Samar Singla Founder

JungleWorks

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strologers and science-fiction writers have entirely lost their professional exclusivity with big data coming into action enabling anyone to predict the future backed by statistically analyzed complex data, that too in a matter of seconds. The key to the future lies in the past and the present has to connect the dots to make the time travel journey successful. Astonishingly, this entire process is reduced down to an operational duration of just a few minutes with advanced predictive analytics tools.

Field Service, in particular, is a goldmine of data from GPS and location to client details which had always been lying dormant inside company servers but are now, gradually, being channeled for greater purposes. Predictive analytics has become so important in field service because customers are, blatantly, expecting companies to understand their needs and customize their offerings before them expressing it. Companies can no more merely sell products and services and have to shift their focus to selling experiences to make a huge impact on the results.

These are the major impact points of predictive analytics in the field service sector: 1. Demand Forecasting demand for products and services can support enterprises in better inventory management and help in calculating the number of staff required to meet a certain objective.

2. Pricing Although enterprises are still slow in adopting modern methods of pricing and still rely on the traditional ones, times have changed with predictive analytics making the pricing process much more accurate and flexible to various internal and external factors.

3. KPIs Superior performance strongly relies on actionable information which is why predicting KPIs has become so important for enterprises. The ability of predictive analytics to measure, monitor and react to KPIs becomes imperative in formulating both short-term and long-term strategies.

4. Operational efficiency Task scheduling and route optimization becomes much more efficient especially with a heavy reduction in unnoticed slack using the multifunctional aspects of predictive analytics.

5. Maintenance Preventative maintenance becomes much more sensemaking with predictive analytics supporting accurate www.insightssuccess.com

planning using historical data about when a part is likely to fail.

Although there are abundant benefits of using Predictive Analytics not just in field services but in any domain, however, we cannot shy away from the risks that it brings along with it. For Predictive Analytics to properly work, there should be a huge volume of relevant data sets from a wide range of activities and even with the availability of such heavy data sets, algorithms can fail in anticipating human behavior which in itself is full of complexities. If we bring time into the frame, it makes things even more completed. The analytics design might be successful at one point of time but it might falter with changes in variables with respect to time.

However, modern predictive analytics tools have managed to rise beyond the risks and have hit a very high accuracy mark in making analytical predictions. Especially in field services, the algorithms have been modified to adapt to the changes in location-based data and customer insights considering time intervals as well. Such level of accuracy becomes imperative in shaping how historical data is used in making business level and functional strategies for the organization.

Predictive Analytics platforms have started to become extremely prominent since 2017 with modern technology giving a push to business intelligence platforms supporting predictive analytics. Enterprises in the field service industry can look at platforms like Tookan and Kato to take a dive into predictive analytics and transform how they carry out their business.

Tookan is a robust one-stop shop for all the field service management problems. Its analytical prowess gives you a glimpse of the future. Tookan diagnoses and understands the business with the help of its data mining and analytical functions helping to make business intelligent decisions to thrive in this volatile industry.

Kato is a fully equipped analytical platform which has a wide range of analytical offerings from data preparation, analytics dashboard to predictive insights. It acts as an AI and predictive analytics tool by offering plug and play ML algorithms that solve specific use cases for your business model.

With predictive analytics supporting functional activities at every step, enterprises can, literally, visualize a better future and make business intelligent decisions based on historical data defining patterns of activities and behavior.

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OnProcess Technology A Trusted Advisor to Many of The World's Leading Companies

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t all started back in 1998, when OnProcess’ founder saw a market need, and built a multi-million-dollar business, starting in the basement of his home in a small town in the Greater Boston Area. A friend and professional contact of his working in a nearby business was describing some of the challenges they had in recovering costly equipment stranded in the field or with their customers- servers, networking gear, and routers. He quickly realized there was great value in not only helping this company, but also helping other companies like it to create and manage a process bringing their stranded equipment back into their inventory, refurbish & reuserather than having to spend money buying new equipment.

That very first client, the business headquartered in the same sleepy patch of suburban Massachusetts, was technology giant EMC. OnProcess may not be a household name, but it does count many of the world’s leading brands as customers. Dell/ EMC, HPE, Cisco, Comcast, Verizon, and AT&T all look to OnProcess to help optimize their service operations.

Spend less. Do more.

OnProcess streamlines operations, solving the service executive's conundrum between conflicting forces: profit, cost, and customer experience.

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Spanning the Entire Service Value Chain Today, OnProcess is a leading global provider of service operations optimization solutions. With origins firmly rooted in process improvement, the firm has expanded its offerings far beyond asset recovery, and now spans the entire service value chain. As one can imagine, it takes significant cross-functional activity for any service provider to serve their customers. And more often than not, crossfunctional processes are riddled with gaps and overlaps- all driven by organic functional silos existing within that company. For example, the leader responsible for tech support is working to reduce handle time, while a field service leader is working to drive on time arrival and firsttime resolution, and at the same time the supply chain leader is working to reduce inventory values. The trouble is, when created and managed as individual processes, those metrics become adversarial forces wreaking havoc on service operations. In order to drive avoidable cost out of one’s business, and deliver a seamless customer experience, one must manage their service operations as a comprehensive process with aligned metrics and goals.

That’s where OnProcess comes in. OnProcess allows service providers to focus on their core competency, by providing operations optimization solutions that streamline the entire service operations ecosystem- everything from customer onboarding, to customer support, triage, remote diagnostics, order desk management, the dispatch of parts and technicians, on-demand field engineers, and end of life servicesincluding asset recovery, refurbishment, and disposition.

Turning Cost Center into Profit Center OnProcess leverages a combination of proprietary technology- fueled by predictive analytics, and service lifecycle/ process improvement experts to deliver significant cost savings, seamless customer experiences, and drive revenue growth. At OnProcess, it’s all about turning your cost center into a profit center through outcome based, custom tailored solutions pulling the right levers for each individual client’s business. OnProcess reduces avoidable truck rolls, and gets the right tech with the right part to the right place, at the right time- at the best possible cost, without sacrificing quality or customer satisfaction. www.insightssuccess.com

Driving Growth Through Results An elite team of OnProcess is led by Michael Wooden, the Chief Executive Officer of the company. Michael has been leading, growing, and building global enterprises as well as start-up services for more than two decades. Prior to joining the team, he held multiple executive and C-level roles with P&L responsibility across divergent sales channels and marketing functions, as well as strategy development, and with responsibility to create and expand outsourcing services for companies including Convergys Corporation and Xerox. “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,” says Wooden. “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? ” This question spurred the strategy and transformation of OnProcess’ business from its foundation in asset recovery, to the technology driven, outcome-based service optimization specialist that it is today.

“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.”

Michael Wooden

Chief Executive Officer

business including inventory management, transportation costs, & improvements to our returns process.”

— Kollen Bower, Director HPE Global Services “OnProcess enables Dell-EMC to better understand cost avoidance opportunities & drive greater efficiencies within our post-sale support landscape. OnProcess continually innovates to deliver additional value to our business.”

— Mark Deitemeyer, Senior Director, Dell-EMC

Testimonials “OnProcess quickly transformed a global, fragmented and highly complex order management system into a centralized streamlined program that improves customer experience while savings us money.”

— Bridie Norman, VP Elekta Logistics Platform “OnProcess’ custom solution for HPE is critical to substantial financial savings… benefits key areas of

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Wave Application A Simplistic Approach on Location Sharing

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n an interview with Insights Success, the Founder and CEO of Wave Application, Manuel de la Esperanza shares his insights behind his triumphant journey of developing an application which focuses on location sharing services.

Below are the highlights of the interview conducted between Manuel and Insights Success: Kindly provide a brief overview of the Wave App and its solutions and services?

Wave App is a free app (iOS, Android) that helps people to meet by sharing their live location on a private map. It is a useful tool to find friends or relatives especially in places where it’s difficult to meet such as busy streets, music festivals, new cities, ski resorts, skiing trips etc.

Nevertheless, the most common use is simply meeting between friends, because it makes the process easy, effective and fun.

How do you diversify your product offerings to appeal to your target audience?

Wave App is an application focused on the geolocation of people and therefore has several unique features that make it an essential application to meet friends or family. Among them is geolocation in real time, the option to create group maps, to set a meeting point on the map, the navigation, geofencing alerts a complete chat and many more to come.

And above all we offer a private approach. We don’t believe anybody wants to be stalked or followed at all times. Only when you decide to and by who you decide. Therefore there is always an express consent to be located by your contacts.

In addition you will decide if you wish to be located for a limited period of time or indefinitely.

What are the core strengths of Wave App offerings?

The Wave App’s core strengths are its native technology of positioning in real time with pinpoint accuracy, the privacy of its users, since they are aware that they are sharing their location and can stop it whenever they want, and its unique features that improve people’s mobility.

The main features used in the app are: Unidirectional Location, Group Location, Chat and Navigation.

Wave Application helps people to meet their friends or relatives by sharing live locations on a private map.

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Unidirectional Location is the feature in which one user can send unidirectionally his /her location through a web link to any smartphone user that does not have Wave installed. In group location group can be made from 3 till 10 people where all members are displayed on the screen with their profile picture.

The Chat feature is a complete chat solution which includes sharing messages, voice notes and images. Navigation feature sets users where he can navigate to the meeting point or to their friends in real time, see the estimated time of arrival and the estimated distance. They can also call an Uber if the meeting point is far.

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What historical forces, achievements or learnings have shaped the journey of Wave App? Wave Application has become a reference for people to meet and it has not been an easy way, since in the beginning people were reluctant to share their location. However, its approach to privacy and the feature dedicated to each user case has allowed Wave to conquer a base of users from all over the world that exceeds 11 million people. Also, it is the ideal moment for these kinds of tools. Geolocation is everywhere, it is probably one of the new big digital commodity. Devices are ready, users are ready and technology is finally ready.

One of the biggest challenges has being shaping the technology to the numerous devices across the world that has different data connection and GPS quality. Along with this, the UX design has been a demanding factor for users that are used to play with apps, so the team has made great efforts, with the help of the Creative Director of Pinterest and advisor of Wave, to define a trendy and friendly interface. These improvements have made possible to achieve a great 80% of retention rate.

Where does Wave App see itself in the near future and what are its future goals?

The core of Wave App is its leading technology and the biggest challenges that it faces in the near future are the work in the improvement of the technology and its constant adaptation to the positioning novelties, the UX design to adapt it to the demanding consumer trends and the development of new features that users demand. For this, the team must grow and the company is working on the search for new talents.

In the long term, the app wants to be the reference tool in geolocation in all smartphones of the world and to help people meet, move around the city and have a personalized experience.

With the rising number of field service based solution providers, how does Wave App stand out from its crowd of competitors?

Wave Application has led a market with a unique proposal of geolocation based on privacy. While there are some apps that offer the option of sharing the location, Wave is considered the most private and useful option to meet the people we love in crowded places such as downtown streets, festivals or markets, as well as in places where it is difficult to give directions, such as ski resorts or natural landscapes. Its core value comes along with unique features that complete the experience in the mobility field such as the navigation, the direct access to Uber, the possibility to pin a meeting point on group maps and the chat.

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Manuel de la Esperanza Co-founder & CEO

About the CEO The co-founders of Wave Application, Manuel de la Esperanza, CEO, and Luis Gelado, COO, have been able to carry a pioneering idea at a time when the market was not as used to geolocation as it is now, by developing its native technology with a unique approach. The most difficult challenges have been to define the technological strategy, to find real professional talents to expand the team and to seek funding to continue investing. Having a large fan base and a positive growth has allowed Wave to conquer investors through several rounds of funding as the recent bet on Crowdcube, in which Wave raised more than € 1M to continue investing in technology and marketing.

About the Company Wave App is a mobile application which helps people meet up by sharing live location on a private map. The app enables users to gather personal as well as location information with its user-friendly interface in a secure manner. It runs on major operating systems such as iOS and Android devices. The app heightens its performance especially in difficult places such as busy streets, music festivals, ski resorts, skiing trips and new cities.

Nevertheless, the most common medium of usage for Wave App is its simplistic approach of meeting friends and family, as it makes the process easy, effective and fun.

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Editor’s Desk

POS Trends Reshaping the Reatil Sector I n recent times, the retail industry hasn’t seen a more exciting invention since the invention of cash register.

With new and innovative technologies helping shape both online and offline experiences for consumers, the landscape is continuously changing in a way which was unimaginable even few years back. The best part is that there seems to be no end of the innovation, which only influencing the purchase decision of the consumers.

Nowadays the main focus of retailers is to create a safe, engaging, and unique shopping experience for its consumers, it’s very important for the retailers to understand the importance of Big Data and in-store analytics and adapting to the cloud. With the retail industry at the verge of massive transformation, we are listing out few key trends that everyone needs to know to be successful in the ecosystem that is transforming quickly.

Multi-system Integration Multi-system integration with various applications gets the utmost priority from top retailers. Most of the retailers list out POS integration with other applications as a key priority alongside the implementation of dynamic marketing content through mobile devices. This is mostly due to the retailer’s interest to store all the customer information and purchase history in a database, which is completely centralized that could be easily integrated with multiple applications.

However, in order to do that, a retailer needs to use an ERP database that can handle all these.

Speed People always look for quick solutions for everything. A clock starts ticking the moment a customer enters, no matter how good the product is, if the process is slow and the attention to details are missing, then customers will leave

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disappointed. As a retailer, one cannot please everyone, but with a modern and efficient POS, the service can be improved. A modern POS simplifies the communication between various departments and can save a lot of time for both the retailer and the customer respectively.

Managing Stocks Keeping and managing inventory is a nightmare for most of the retailers, and it’s quite natural. Managing inventory is a never-ending task and takes a lot of effort, time, and manpower. However, it is quite important to manage inventories when it comes to long-time survival. An efficient POS system always makes the process of managing the inventory much easier. The best part of a POS is, one can monitor the status of stocked items, shipped products, and new orders anytime. This is a huge time saver for a cumbersome and a tedious process, and eventually helps retailers to focus on other important aspects of running the business.

Customized Experience With POS systems, retailers just need to provide personalization that scoops out every shopper. Every passing year, retailers are adapting to personalized technology solutions that allow an interactive user experience. Thanks to the emergence of all new mobile POS technology, now retailers can offer its customers more choices to accommodate their shopping habits by letting them to complete transactions anywhere in the store. Now with the invention of improved POS marketers and customer service teams can contact the buyer at each point of their purchase decision. With so much data retailers and consumers can have better customer service, quicker payment processes and access to better offers and real-time personalization.

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Promotions and Marketing at its Best Nowadays with the advent of digital technology, marketing involves maintaining a digital presence as well. A POS can integrate all the advertised offers with transactions, making it easier to keep track of all the campaigns. Additionally, it can integrate with CRM and track customer behavior. When an offer gets popular among the masses, then the retailer will see it in his transaction data.

Usage of Big Data analytics In order to compete with e-commerce, retailers are now taking the help of Big-Data and in store analytics just to have a better idea about what’s happening inside the store.

Big-Data analytics helps retailers to track how frequently a specific item moves from shelf to shopping cart allows retailers to know the trends that are dominant in the market.

Analytics helps the retail industry in a big way to better understand consumer purchase pattern and behaviors.

Keeping Track of Employees To run a business smoothly a retailer, need few people. A POS system enables to manage them with great accuracy.

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With a Point of Sale system in place, employees can sign on or off easily and the system will automatically log their work hours and break hours.

Security Above all, a POS system offers great security protections that help keeping customer data safe. Retail stores and businesses are always prime targets for Cyber Criminals, and a data breach is not good for a business. So, by using standard encryption and firewall, businesses can be secured from cyber-attacks and customers can swipe their cards with a peace of mind.

So, here we have listed out few of the POS trends that will shape the future of the retail industry. As we look ahead, these trends will be on focus for both retailers and customers. The main advantage of an advanced POS system is greater efficiency and optimization, it links all the departments together which eventually allows to have better control over the inventory, better profitability, and to manage processes in an efficient way.

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