Across December and January we asked our readers to nominate candidates for the inaugural #FSN20, a list of the twenty most influential people in field service. We received nominations from across the globe through social media, email and even a...
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Across December and January we asked our readers to nominate candidates for the inaugural #FSN20, a list of the twenty most influential people in field service. We received nominations from across the globe through social media, email and even a phone call or two directly into the news-desk.
Armed with a list of candidates, a Field Service News panel selected the final list of twenty based on the number of nominations, their impact on the industry (past, present and future) and their sphere of influence in both the physical and digital world.
After much long deliberation, heartful debate (read arguing) and enormous amounts of coffee we managed to whittle our list down to a final twenty which we pleased to present to you here the inaugural edition of the #FSN20. You may not agree with our selection and if you don’t tell us, tell your friends, tell your colleagues, hell tell the world - because at the heart of it that’s what this list is all about, getting people talking about excellence in field service and raising the profile of those leading us to a better future.
We will be announcing who made the list in alphabetical order in four sections across the next four days. So without further ado we are pleased to bring you the first five of the #FSN20
Colin Brown, Managing Director, Tesseract
Every generation or so a company will pioneer a new approach and then when they start to get some traction everyone else follow’s suit. Service Management Software company Tesseract under Brown’s long standing direction happen to have been that company twice, being the first company to launch a Service Management solution firstly for Windows and secondly in the Cloud.
If they head off in a new direction again I’d suggest paying attention.
Professer Tim Baines, Aston University
Co-Author of “Made to Serve” and also Director of the Aston Centre for Servitization Research and Practice, Baines is one of the leading figureheads for the servitization movement, which could have an incredible impact on how field service operates for companies that adopt this approach.
An engaging and passionate speaker, with unbridled passion for his topic, Baines is one of the most significant figures in what is potentially one of the most significant industrial concepts in the twenty-first century.
John Carroll, CEO, The Service Council
As founder of The Service Council Carroll’s impact on the field service industries stretches far beyond their home shores of the U.S. and right across the globe.
Having rapidly evolved from a good idea to a community spanning across 6 continents and representation in more than 30 countries, Carroll finds himself spearheading one of the most influential groups dedicated to field service in the world.
Alastair Clifford-Jones, Managing Director, Leadent Solutions
For perhaps too long Leadent Solutions have been one of the industry’s best secrets as Clifford-Jones has quietly built his managing consultancy with a team that, unlike some of his better known competitors, is populated with people who have worked in similar roles for their clients –so they inherently ‘get it’.
Therefore, it is not surprising that they are putting together an enviable track record of working with some big names and I think soon many more are set to follow.
Sumair Dutta, CCO, The Service Council
In his previous role with Aberdeen Dutta headed up the organisation’s Customer Experience and Service Management Group and was a significant key figure in the launch of Aberdeen’s Chief Service Officer Summit Series.
Now in his role as Chief Customer Officer for The Service Council Dutta is one of the most widely seen commentators on the industry.
He also has field service’s best avatar.
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As the organisers of the Field Service Solutions Theatre at this year’s Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In...
As the organisers of the Field Service Solutions Theatre at this year’s Service Management Expo, Field Service News was on hand to speak exclusively to a number of leading industry professionals straight as they stepped off the theatre podium. In this video series we are pleased to bring you the highlights from the Field Service Solutions Theatre.
Here we hear from Colin Brown, Managing Director of Tesseract Software, as he gives us some advice on why we should all be considering the Cloud and Software as a Service model for our field service software.
As Managing Director of the company that developed the world's first browser based service management software, Colin Brown of Tesseract is a bit of an expert when it comes to both SM software and the Cloud itself so we asked him to give us some...
As Managing Director of the company that developed the world's first browser based service management software, Colin Brown of Tesseract is a bit of an expert when it comes to both SM software and the Cloud itself so we asked him to give us some guidance on the SaaS model...
I’ve been asked by our dear editor to look at the SaaS model in delivering a service management application. SaaS or Software as a Service has been around many years but has recently entered the mainstream with the term “cloud”.
There is no doubt that many large software companies ignored SaaS, hoping it would go away, their business models based on big sales and complex, expensive IT infrastructures. Not small monthly amounts that SaaS proffers.
So without certain advancements - cost effective data centres, Internet and predominantly browser based software, SaaS would not exist. The cost would have been simply too high. There is no question that the SaaS model was born out of the right technology.
In 2005, Tesseract was in the vanguard of offering this as another option to deliver its service system. Salesforce.com has made SaaS more mainstream and now we see companies developing application software that is only available on SaaS and have a business model built around it. All of this in a short space of time.
From a service management perspective, the high cost of owning sophisticated software, which is a significant barrier, has been removed by SaaS. Now relatively small companies can now compete with larger rival as they can rent the same standard of software. This renting of the software reflects a huge shift in mind set by the developers. Historically, they would have been terrified of the software being copied and low value recurring revenue threatened their business model. However, most independent service companies have recurring revenue which actually fits neatly with “renting” the software.
This renting of the software reflects a huge shift in mind set by the developers
In large part, this is thanks to the hosted server a.k.a. The Cloud. SaaS data centres handle all the expensive, complex fire walls and demilitarized zones that keep information safe. We work with Rackspace in the US, the leading hosting and cloud global supplier, and Memset, an award winning UK supplier of hosting and cloud solutions. SaaS is also safer in that there are no systems in the office in case of disaster or power shortages. However, I think it is wise to invest in additional servers as back-up, giving a higher degree of resilience. This is something we offer at Tesseract.
The support offered under SaaS is also advantageous. Since access to the software is controlled by the supplier, all the software upgrades are installed and installed correctly (free of charge at Tesseract). Employees are no longer able to “play” with the data as it is hosted remotely, which reduces system errors.
However, it does not mean businesses are isolated from their systems, Most modern web products support Web services, including Tesseract, allowing connectivity to tracking solutions, accounts/erp packages, post code hosted solutions, hosted customer survey solutions and all new web-based services.
We have found that the service management industry is a diverse bunch with different requirements so we offer the ability to “Pick ‘n’ Mix”. Some customers take the rental and support option but would rather install the software on their own server; other customers require remote hosting and support but they prefer to buy the software and others want the whole SaaS package of hosting, rental and support. With all three options, the internet and/or an intranet are the delivery routes.
SaaS has really taken off in the US, more so than in the UK currently. All of our new business in the US is SaaS and we expect the UK to follow suit.