AUTHOR ARCHIVES: Field Service News

This article first published on the HSO blog offers five crucial steps that field service companies can take to get a better handle on the core processes of field service delivery...

Follow the HSO blog by visiting https://www.hso.com/en-gb/blog/

It’s a no-brainer that a flawless service process contributes to higher customer satisfaction and increased service revenues.
But how do you ensure fast and accurate invoicing, service technicians who are always well equipped to solve the problem at hand, and that the right resources are in the right place at the right time? This blog outlines 5 steps to an optimised service process with Microsoft Dynamics 365 for Field Service. 

Optimised field service scheduling:

When a visit by a technical field service engineer doesn’t go as planned for one reason or another, money is lost. The five most common reasons why a service is not completed on the first visit are: 

• The right part is not available
• The customer or the equipment is not ready for the service
• The diagnosis already made appears incorrect on site
• The field service engineer does not have the right skills
• The solution was temporary
• The above problems cost the service company money, the field service engineer time and the customer’s patience and satisfaction. Microsoft Dynamics for Field Service offers you Resource Scheduling Optimisation functionality that allows Field Service engineers to be scheduled according to the location, time, customer SLA, personal preferences of the customer and the right skills for the job.

The schedule can be viewed via a mobile device and includes optimised routes that the engineers should take. When a change is made to the schedule, because, for example, there is an unexpected job that requires someone with specific skills, the Field Service engineer receives a notification with a new route. This means that the right person is always at the right place. When the job is completed, a new job is automatically set up. As a result, the time of the Field Service engineer is optimally utilised and no time is lost. Projects can also be planned via the schedule board. When, for example, 50 boilers need to be replaced, it is useful to have a good overview of all available Field Service engineers, based on which the schedule is created as efficiently as possible, taking into account the individual’s workload. In this way, an optimised schedule is automatically drawn up, which dynamically responds to the customer, the Field Service engineer and the company. 

Authorise & mobilise Field Service engineer:

Field Service employees often feel alone on the job or do not have access to the right information to solve a customer problem. They want to take control and have insight into the job. When you let your Field Service engineers go ‘mobile’, the company benefits from: 

• On-time appointments through the optimised schedules and routes.
• Case history & instructions: all information about the customer is at hand and when necessary insight into all the steps to complete the task.
• Work order completion: the Field Service engineer can take photos of the finished job, collect a customer signature and even handle the payment.

The process surrounding the purchase of new parts with Field Service has also been optimised. If for example, a certain part is required for the job, the Field Service engineer can order the correct part directly. The purchase page can be chosen to ‘send to ERP’, as a result of which the order will immediately appear in the ERP system of the company. When a certain purchase amount has been preapproved, approval for the purchase can be given immediately, so that the part is immediately ordered. This makes the process more efficient and eliminates unnecessary waiting times. Mobility is a game changer within Field Service and allows for greater flexibility in the field. The possibility of a complete overview of the customer and real-time guidance is necessary for the independent appointment of the Field Service engineer and the optimisation of the customer relationship.

Using Machine Learning and the IoT in Field Service:

If your car breaks down, it would be handy if your car could indicate what exactly is wrong. This would save a lot of valuable time. This is possible with machine learning – keep track of which customers or machines often have problems, what the problems are, what solutions have been put forward and which ones were effective. If, for example, it becomes clear that the same solution is always effective for a specific customer, then in the future, the problem can be solved in advance by the Field Service engineer with the right skills or even by providing the right directions remotely. With Field Service you can make optimum use of the opportunities offered by Internet of Things devices. Through optimal application, problems are predicted before downtime occurs and before the customer is affected by the problem. With Field Service you can: 

• Detect and resolve problems before the customer knows about it and only deploy a Field Service engineer when needed.
• Use predictive maintenance effortlessly: repair, clean or replace parts when necessary instead of using a fixed maintenance schedule.
• Automatically adjust work orders and assign these to the correct Field Service engineer, when self-healing steps do not solve the problem.

Optimal use of the cloud with the Azure IoT Suite:

What exactly is the Azure IoT Suite? Let’s take a step back and start with the problem for which it was designed. We are currently experiencing tremendous growth in IoT solutions, but why now? The answer to this question is simple: the advantages of IoT solutions start to outweigh the costs that are incurred to implement it. The complex layout of IoT is pricey since you have to have sensors that safely send all data, the data has to be stored, processed and analysed and finally presented to the end user in a clear way.Today, the hardware is already much more affordable and the connectivity is cheaper. The Azure IoT Suite is a set of different technologies brought together in one tool in the cloud. What’s in this tool? 

• Data storage
• Data analytics
• Stream processing
• Predictive analytics
• Workflow automation
• Dashboarding

 Everything you need for optimal use of the cloud. 

Customer relationship optimisation:

In 2016, 62% of consumers worldwide indicated they would no longer do business with a brand due to a single bad experience that has taken place with customer service. This highlights the importance of excellent customer service.  With Customer Communications, Field Service helps you to retain your customers by providing optimal service, insight and by involving them in the processes: 

• Companies must gain insight and control the entire customer journey across all touchpoints.
• Maintaining the customer relationship should no longer be a statistical, ‘one-size fits all model’, but should be personalised for each customer.
• Companies have to meet the customer on their preferred channel (e-mail, chat, social media, web, telephone, shop, etc.).

And perhaps most importantly: the customer service doesn’t end with a single transaction, it is important to build a long-term relationship. In addition, real-time up-to-date stock management is a must. Poor stock management is, in addition to being a drain on the profitability of a company, an irritation point for the customer. With Customer Communications you always ensure an optimally personalised, proactive and predictive approach to the customer. That is what the customer wants from you nowadays and what companies have to offer.

This article first published on the HSO blog offers some key insight for field service organisations that are keen to empower their field service operation with automated field service scheduling...

Follow the HSO blog by visiting https://www.hso.com/en-gb/blog/

Few companies can remain competitive in today’s field service environment without effective management of time, costs and resources. Despite this, a staggering 52% of field service companies still coordinate work and perform functions manually[i]. The adoption of dynamic, automated scheduling software can free up time to concentrate on team development and maximising revenue. In this blog we share the benefits of, and the pain points eradicated by using automated field service scheduling tools.

Management of unexpected changes

No matter how carefully a schedule is planned, unexpected and last-minute changes can occur. Automated software solutions can minimise these risks, while maximising efficiencies. Re-optimisation happens in real time when changes occur, giving both the employee and customer an immediate update, even down to a specific time slot for an engineer’s arrival. With 89% of customers preferring an ‘Uber like” service for tracking technician arrivals[ii], it’s something that will delight customers and increase brand perception.

Utilising Graphical User Interfaces (GUI’s)

GUI’s are a popular way to manage resources for the field service industry, not least because it’s a quick and easy way to deal with large amounts of data. Using Microsoft Dynamics 365, team managers can use a calendar style view, showing each technician’s day, jobs and skill set, along with a map view for both staff and call out locations. It’s predicted that by 2020, more than 75% of field service organisations with over 50 users will deploy mobile apps that go beyond simplified data collection and add capabilities that help technicians succeed[iii]. These field operatives can benefit from a mobile app showing location and fastest route, customer assets and service history of the equipment needing attention.

Automating decisions using parameters

As well as helping to efficiently book service calls to your customers, automated scheduling software also knows when not to book an appointment. Customer satisfaction can quickly evaporate if technicians don’t have either the skill set or parts required to complete the job. Harnessing data on part availability and employee skills can ensure the right person with the right skill set and equipment is in place at your customer’s site, first time. This also translates into a reduction in repeat call outs and a much improved customer experience.

Effective reduction of waste

Time spent by employees travelling to customer sites comes at a cost to your business. They are on the clock during this time and yet it’s not a billable event for your customers. That’s where automated route and traffic mapping can help, like Microsoft’s Resource Scheduling Optimisation. Instant calculations occur, allowing the best available engineer to be selected and routed directly to the customer site – assisted by a simple drag and drop interface for work orders. This not only saves employees’ time, but also wear and tear on a fleet of vehicles and gives a measurable reduction in fuel costs.   .

Improving staff morale

Many Engineers like driving, but they all know it is inherently un-productive. What they really want to do is spend their time working on customer-sites. The reduction in the travel-to-work time ratio achieved by a well optimised schedule increases job-satisfaction levels for field personnelAs the global field service market is expected to reach $4.45 billion by 2020[iv], companies that adopt automation will reap the rewards.

From filling shifts in the event of unplanned absences to managing budgets, anticipating scheduling needs to maximising productivity; embracing the right solutions can reduce costs and mitigate lost revenues; while enhancing worker mobility and improving organisational performance.View our infographic about “A Day in the Life of a Field Service Engineer”  with HSO Advanced Field Service.

For more information about the benefits of automated field service scheduling please contact HSO. 

[i] https://www.servicepower.com/blog/top-5-field-service-industry-trends-for-2018

[ii] https://www.reachoutsuite.com/field-service-management-stats-and-trends-2018/

[iii] https://blog.capterra.com/10-field-service-statistics-to-keep-you-in-the-know/

[iv] https://www.reachoutsuite.com/field-service-management-stats-and-trends-2018/

According to a new research report from the IoT analyst firm Berg Insight, the market for lone worker protection solutions and services in Europe and North America is forecasted to grow from €110 million in 2017, to reach more than €260 million in 2022.

The number of users of dedicated lone worker safety devices based on GPS and cellular technology on the European market is estimated to grow from 500,000 users in 2017 to reach 1.1 million users at the end of 2022. In North America, the number of such users is estimated to grow from 155,000 in 2017, to reach 375,000 at the end of 2022. In Europe, app-based solutions are today estimated to account for around 20 percent of all solutions, while in North America more than 40 percent of the solutions are based on apps for smartphones and tablets. In both regions, app-based solutions are forecasted to account for an increasing share of lone worker safety solutions in the coming years.  

The lone worker safety market is led by a handful of specialist companies based mainly in the UK and Canada, where legislation specifically addressing the safety of lone workers has fostered growth. SoloProtect and Send For Help Group has grown to become two of the world’s largest providers of lone worker safety solutions and services. Send For Help Group mainly serves the UK market and operates under the three subsidiaries Peoplesafe, Skyguard and Guardian24. SoloProtect is active in the US, Canada and other parts of Europe in addition to its main UK market. Both SoloProtect and Send For Help Group, also operate their own alarm receiving centre (ARC). Additional companies with notable market shares in the UK include Reliance High-Tech and Safe Apps. In Canada, the main providers of safety devices and services for lone workers are Blackline Safety, Tsunami Solutions and Aware360. Blackline Safety has been known for developing technologically advanced safety devices for lone workers using both cellular and satellite communications technology.

The market drivers for lone worker safety solutions include occupational safety regulations, increasing employee insurance costs and higher awareness of risks associated with lone working. The number of individuals working alone is also expected to grow as businesses strive for increased efficiency. A job previously performed by two persons or more is now being done by a single worker. “Traditionally, lone workers exposed to the highest social or environmental risks have been found in industries such as security and protective services, social care, field service maintenance and in heavy industries such as oil & gas and construction”, says Martin Bäckman, IoT Analyst at Berg Insight. He adds that companies in other industries are now also starting to see the benefits of these services. “There is now an increasing demand for lone worker safety services from employees in retail, financial services, education and more, which fuels market growth”, concludes Mr. Bäckman. 

Download report brochure: People Monitoring and Safety Solutions

Want to know more? Check out our recent podcast featuring Chris Proctor from Oneserve and Mark Glover Deputy Editor at Field Service News, discussing the role IoT can play in lone worker safety...

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BigChange acquires two companies: Labyrinth Logistics Consulting and Trace Systems to gain world-class software and consulting expertise with strategic acquisitions whilst strengthening their team and service offering; adds over 100 organisations to customer base

BigChange, the mobile workforce technology company, today announced that it has gained valuable new software and consulting capabilities, as well as over 100 new customers, with the acquisition of two UK-based businesses.

BigChange has acquired Labyrinth Logistics Consulting, an award-winning supply chain and logistics consultancy based in Royal Leamington Spa. Labyrinth provides logistics strategy, compliance and procurement consultancy, alongside a self-audit software application called SilkThread^®, to major transport, logistics, FMCG, and retail organisations in the UK. 

Its directors, Ruth Waring and Jo Godsmark, will join BigChange’s leadership team and spearhead a new consulting arm called BigChange Advisory Plus 

BigChange has also acquired Trace Systems, an established provider of fleet, garage and workshop management software. Trace works with fleet operators across the UK, including plant hire and haulage companies, local authorities and the emergency services. 

The acquisition of Trace, which is based in Coventry, provides BigChange with a world-class asset and stock management capabilities that will be integrated into BigChange’s JobWatch platform. Trace’s founder, Bill Davies, will work as an advisor to BigChange.

Speaking on the acquisitions Martin Port, founder and CEO of BigChange, commented: “We are delighted to complete the acquisitions of Labyrinth and Trace. These businesses are the first that BigChange has acquired since it was launched in 2013 and provide us with more fantastic people, world-class technology, amazing new customers and multi-million revenue boost. They represent a significant milestone for our business and a major boost to our scale up plans.”

Ruth Waring, Managing Director of Labyrinth Logistics Consulting, also commented, saying: “We are very excited to be part of BigChange. It is a strong, growing business that complements our offering very well indeed. As part of BigChange, we can develop a more comprehensive consultancy offering and take it to many more organisations around the world.”

Whilst Bill Davies, Founder of Trace Systems, commented: “Having built a business over 30 years we see the sale of Trace Systems to BigChange as the next chapter in our development.  It will allow us to transform our fleet, garage and workshop software to take full advantage of the latest cloud and mobile technology pioneered by BigChange. This will provide fantastic opportunities for our existing and future customers.”

KPMG and Blacks Solicitors advised BigChange

For both acquisitions, BigChange was advised by Graham Pearce, Head of Technology at KPMG,  Nigel Hoyle & Richard Parr Partners at Blacks Solicitors in Leeds. Graham Pearce, Head of Technology at KPMG, comments: “I’m thrilled to have helped BigChange cement its position as a leading vendor, adding these exciting capabilities to its portfolio. With these two acquisitions, BigChange will continue to be at the forefront of technology in the UK and the rest of the world.”

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