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Smart manufacturing sector could benefit from collaboration.

Ericsson and Telenor Sweden have signed an agreement making Telenor the first mobile network operator worldwide to join the Ericsson Industry Connect partner program and become a reseller of Ericsson Industry Connect.

Industries and enterprises are transforming as the digitalization of their processes, products and services accelerate. Highly reliable mobile broadband with the capabilities of 4G and 5G is becoming increasingly more important for industries to improve efficiency and flexibility in their operations, drive innovation and to stay competitive.

With this new agreement, Telenor Sweden’s industrial customers will now be able to explore and utilize the full potential of IT-centric LTE networks customized for smart manufacturing applications. This agreement is a significant step, paving the way for future 5G applications across the sector.

Ericsson’s partner program provides a vehicle for communications service providers to resell connectivity technologies to their customers. It also enables independent software vendors, system integrators and tech device partners to offer software, services, and devices as part of the Industry 4.0 ecosystem. 

Kaaren Hilsen, CEO, Telenor Sweden, said: “We are proud to be the first operator joining Ericsson´s Industry Connect partner program and are ready to play a pivotal role in this exciting sector. The manufacturing industry is one of the first to truly reap the benefits of 5G, and this partnership extends our portfolio with a solution that allows Telenor Sweden to capture new opportunities in industrial verticals and improve business outcomes for our customers.”

Åsa Tamsons, Senior Vice President and Head of Business Area Technologies & New Businesses, Ericsson, said: “Industry 4.0 needs secure, reliable, wireless connectivity. By leveraging our 4G and 5G capabilities and adopting Ericsson Industry Connect, Telenor Sweden can now offer its industrial customers a unique cellular connectivity solution that increases efficiency and productivity for the smart factories of the future.”

Bharti Airtel’s Core network to be enhanced with the deployment of Ericsson Cloud Packet Core.

The total active installed base of connected mining solutions reached almost 0.6 million units in the equipment, people and environment segments in 2018...

The equipment segment accounts for the largest share of the total, representing connected units deployed on machines and vehicles used in mining operations, according to new research from Berg Insight. This includes solutions ranging from OEM telematics systems on mining equipment to advanced connected solutions supplied by mining technology specialists.

The people segment includes various solutions deployed to support the safety and productivity of mining personnel, while the environment segment consists of sensor technology implemented for environmental monitoring of the mine itself. Growing at a compound annual growth rate of 15.5 percent, the total installed base of connected mining solutions in all these segments is forecasted to reach close to 1.2 million units in 2023. 

The top players active in the connected mining space include strikingly different types of companies, ranging from specialised independent technology suppliers of varying sizes up to the leading mining equipment manufacturers.

“Many of the key players today serve both surface and underground mining customers”, said Rickard Andersson, Principal Analyst, Berg Insight. The surface segment is dominated by Modular Mining Systems (owned by Komatsu), Hexagon Mining, Wenco International Mining Systems (owned by Hitachi Construction Machinery) and Caterpillar through its Cat MineStar suite. “Modular, Hexagon and Caterpillar all serve underground customers in addition to a primary presence in the surface segment, while Wenco is fully focused on surface mining”, continued Mr. Andersson. He adds that VIST Group is also active in the surface segment and serves some underground operations as well.

Examples of key technology providers focused specifically on underground applications are Newtrax Technologies (recently acquired by Sandvik) and Mobilaris (partially owned by Epiroc). The underground segment is in general less mature and more fragmented. “Mine Site Technologies, MICROMINE and rapidBizApps are additional players in the underground segment that all also serve surface customers to varying extents”, concluded Mr. Andersson. 

Concluding our series our experts, Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify potential areas of concern for service companies to look out for in 2019.

In The Big Discussion we bring together three industry experts and put four key questions for them to answer to give us a balanced view of the major trends impacting the field service sector. This week, the panel end our series by picking out areas of concern for the sector that could surface in 2019. 

What is the biggest area of concern that field service companies should address in the next 12 months?

BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The biggest area of concern for field service companies in the next 12 months will be, if they’re already somewhat behind the technology curve (or with respect to the competitive landscape), what do they need to do today to ensure that they will not fall further behind? And, it’s not just a matter of technology either; many FSOs will need to alter their corporate philosophy and mentality as well.

Technology goes hand-in-hand with the personnel that use it, so attention must also be given to how the organisation goes about replacing, and/or supplementing, its existing field force with new hires or the use of outside, third-party “feet on the street” support.
The services world is evolving so quickly, that any missteps along the way can be devastating – so every step, every move counts.

There will also be no time for any intra-mural infighting – only for collaboration and inter-departmental cooperation. Equipment will keep on breaking, and end-of-lifecycles are getting increasingly shorter. As such, there will always be the need for services organisations to deliver their support! However, only those that have the technological and corporate wherewithal to continually improve the way in which they deliver their services will rise to the top of the competitive order – and stay there!


MARC TATARSKY, SVP MARKETING, FIELD AWARE
The phrase ‘doing more with less’ is common in field service and that can be in relation to numerous resources and assets.
The workforce is a key element in this equation and can preoccupy a great deal of management time. There are concerns over an aging workforce in field service, a high turnover of workers and a shrinking pool of talent as demand increases.

Technology plays a critical role in any succession and resource planning. This may be empowering the workforce with automation to streamline operations, bring in best practice and increase productivity without the need to increase numbers. Using technology differently or embracing emerging technologies to enable remote expert capabilities, so a more experienced worker assists others.

Also attracting new workers, especially millennials, for whom, the latest technology is a big part of everyday life. The technology has to be right for both worker and the organisation to get maximum benefit

RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
Technology is changing at a rapid pace. The technology we use today is very different from that we used five years ago so businesses will always have the challenge of how they can ensure the systems and technology they use are still current. Taking a long term view of the business requirement is vital.

Many businesses consider an off-the-shelf solution won’t fit the unique needs of the business. But think again! Overtly customised solutions can lead to restrictions with software updates and integrations with other systems in the future - not to mention a great deal of ongoing expense and time that should be spent on running the business.

Cloud-based software providers frequently release new updates (that are included in the licence fee) to help businesses stay ahead of tech trends. By ensuring the systems you use now are fit for-purpose, you’ll be able to keep up with future technological developments.

You can read the first instalment of The Big Discussion here, the second here and the third here. 

In the third of our four-part series, our industry experts Bill Pollock, Strategies for Growth, Marc Tatarsky at FieldAware, and Richard Pratley from SimPRO, identify key areas of focus for field service managers in 2019.

In The Big Discussion we bring together three industry experts and put four key questions for them to answer to give us a balanced view of the major trends impacting the field service sector. This week, the panel pick out trends for field service managers to look out for in 2019, including AI, data integration and connectivity.

What do you think should be the key areas of focus for field service managers across the next twelve months?

BILL POLLOCK, PRESIDENT, STRATEGIES FOR GROWTH
The next most important areas of focus for field service managers in the coming 12 months will likely be among the following three items:

(1) embracing the “new” technologies to support an expanded and enhanced capability to deliver their respective service offerings. Artificial Intelligence (AI) and Machine Learning have been around for more than 50 years, but are still relatively new to the services segment – but, it’s time to build them into your service operations!

(2) Changing the way in which you deliver – and price – your service offerings. Traditional break/fix service is essentially “dead”. Long live predictive diagnostics and predictive maintenance! Have you spoken to any chat bots lately? Well, you will!

(3) Re-engineering the way you measure performance metrics, or KPIs. MeanTime Between Failures (MTBF) and Mean-Time-to-Repair (MTTR) will not mean anything in an environment where services are being performed remotely on an ongoing basis. It will be time to replace some of the old “tried and true” KPIs with new ones that can measure systemic productivity, rather than merely individual field technician productivity. It’s time to rethink the entire service delivery process – and adjust to it!

MARC TATARSKY, SVP MARKETING, FIELD AWARE
Integration capability tops software selection criteria consistently for field service leaders. Even those who have been hesitant to integrate in the past, can now see that integration capabilities are far more advanced. Working with the right FSM software creates rapid time to value and ensures minimal risk.

Essentially the integration of FSM solutions into existing business systems of record means there is no disruption to ERP, CRM and accounting systems. Ultimately the real value is delivered through synchronized workflows, enhanced reporting and extending results beyond the current systems. Data integration yields actionable outcomes and connectivity to the wider business.

Field service has long been seen as simply a business cost, but leaders now recognise that integration can elevate their service operation, transforming it to a value-driving organisation that delivers broader business results. The evolution of field service through integration should be a focus to unlock this business value.

RICHARD PRATLEY, MANAGING DIRECTOR UK, SIMPRO
We continue to see businesses turning to software and technology to improve the efficiency of their workforce and to support customer service.

Smart connected products and IoT technology is transforming field service operations and we’ll see more adoption of this over the next twelve months. The predictive model not only reduces the cost of reactive maintenance but it addresses any issues before they become critical. For the customer, they won’t ever need to worry about needing to deal with a broken asset ever again.

We already have a number of customers running trials of our IoT technology. Not only are they winning new contracts off the back of it but it’s helping to increase the lifetime value of their existing customers.


The final part of The Big Discussion. You can read the first instalment here, and the second here. 

IX Reach, the leading provider of SDN cloud connectivity, remote peering and Ethernet services to more than 170 global locations is proud to announce its network expansion into East Africa in partnership with the Djibouti Data Center.

Djibouti Data Center (DDC) has been selected as the strategic hub for IX Reach’s African expansion owing to its excellent reputation and unique position as the first and only Tier 3 carrier neutral ecosystem in east Africa with direct access to all major international and regional cable systems connecting Africa to Europe, Middle Eastern, and Asian markets.

“We are delighted to call Djibouti Data Center a new Point of Presence (PoP) on our network”, said Simon Vye, CEO at IX Reach. “IX Reach is dedicated to increasing connectivity, collaboration and innovation as well as improving the range of services we provide to our customers.This new partnership with DDC is key in continuing our vision of making our full portfolio of solutions including cloud connectivity just one cross connect away on the IX Reach network.”

DDC tenants will be able to connect directly onto IX Reach’s global network giving access via a single port to over 50 Internet Exchanges and Direct Connect into the industry’s leading Cloud Service Providers. Given the geographical importance of Djibouti, IX Reach will also be able to address markets in other African countries improving global connectivity and reach.

"We are very excited to have IX Reach join the carrier neutral DDC ecosystem, and to be enhancing the DDC’s available network footprint for our global customer base as well as Africa’s growing and emerging markets,” said Anthony Voscarides, CEO of the Djibouti Data Center. “In addition to the DDC’s market leading access in east Africa to international and regional fiber cable systems, the new IX Reach PoP will further enhance connectivity options to a diverse network of major Internet Exchange Points, cloud service providers, and data centers across Europe, North America, and Asia Pacific regions.”

The expansion into a new continent continues to highlight IX Reach’s global ambitions and increased investment into its network and services demonstrating its dedication to meeting the global challenges of increased data use driven by the growth of video streaming, content delivery, IoT, big data and AI technology.

Samir Gulati outlines four key technologies that are forming the bedrock for twenty-first century field service...

Twenty-first-century technological advancement has transformed how businesses everywhere communicate and interact with their customers.

Gone are the days of the occasional customer service call. Mobile technology has forever changed how people connect with product and service providers.

Field-service businesses that have yet to embrace digital customer engagement methods and tools must work quickly to do so. Modern consumers don’t like losing whole days waiting for calls from service personnel. They expect field service companies to use the latest technology to streamline the customer experience, create visibility into appointments and reduce hassle.

But which technological innovations should field service providers focus on? Here are some of the key technological tools gaining steam among the customers of the connected age.

 

Customer portals

Because of the pervasiveness of mobile technology, customer portals are everywhere.

Although the quality of these web-based assets varies from business to business, there are a couple essential components that creators of customer portals will always include:

• Information-rich, personalized dashboards allow users to view critical service data.
• Payment and account management give customers transparency into their past service requests and a place to pay for services rendered.

With tools like these, customers can serve themselves, which 67 percent prefer over speaking directly with a customer service representative. That said, direct communication tools such as instant messaging are still valuable, especially if they connect a customer with their personal technician or central dispatch.

These features not only meet the high standards of connected customers. They also simplify field service operations and reduce the likelihood of miscommunication between the provider and the customer.

 

Internet of things:

The internet of things is perhaps the most powerful innovation transforming business-to-consumer interaction today. At the moment, more than 11 billion IoT assets are active worldwide. By 2020, that figure is expected to jump to around 20.4 billion, a good number of which will likely be part of connected field-service operations.

In the field-service industry, asset-based deployments are common. Sensors embedded in equipment or appliances leverage internet connectivity to notify owners or even field-service providers when maintenance may be required, accelerating the repair process. Technician facing IoT workflows are also common and use geolocation to track service teams and route them to customers in need.

 

 

Smart home technology:

Even though web-enabled smart home technologies have received a lot of buzz in recent years, relatively few homeowners have adopted such solutions: In 2017, only 10 percent of families across the had any connected home solutions.

But smart home adoption isn’t unlikely to remain this low for long. Consumers are beginning to understand how much time and money smart home tech can save.

Field-service companies in the utility sector are catching on to the building momentum behind these innovative hardware and software solutions. Smart thermostats, for example, give customers greater visibility into—and control over—their electricity and gas usage. They also give technicians a better way to leverage data in order to provide personalised service and communicate effectively with the customer and the manufacturer.

 

Augmented reality:

Reality, augmented by real-time data, delivers benefits to connected customers by giving their technicians all the resources they need to perform perfect maintenance.

Field-service companies of all sizes are leveraging these tools to revolutionise on-site operations. Many are equipping technicians with augmented reality headsets that allow them to view updated product operating instructions or best practices while performing maintenance or repairs. Others are using these tools in training exercises so new technicians can ramp up quickly.

 

Summary: Embracing Innovation:

Field-service providers without these technologies may still be tempted to hold off on adoption. Perhaps they find these solutions too expensive or too complicated to deploy at the moment. It’s up to the decision-makers at these companies to decide what’s viable and what isn’t.

But these leaders should not underestimate the power of creating a bold new strategy for technology. It can lay the groundwork for excellent service effective operations in the age of the connected customer. As technology moves forward, so do consumers.

Field-service enterprises would be wise to recognize this reality and put into place up-to-date hardware and software that meets the needs of those driving the modern marketplace.

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Samir Gulati, is Chief Marketing Officer, ServicePower 

 

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Emily Hackman, Global Director of Marketing, Astea, looks at how the modern phenomenon of the connected customer is driving heightened service expectations that field service companies must meet...

In the last few years we have gone through a true revolution when it comes to digital connectivity.

The widespread adoption of tools that offer ever-greater connectivity amongst the general populace is increasing at ever-faster speeds. The end result of this increase in connectivity for businesses is a rising need for meeting rapidly heightening customer expectations when it comes to service quality.

Indeed, this is truly the era of the connected customer—consumers have become accustomed to having an unprecedented access to the knowledge and insight offered by the Internet right at their fingertips. And in a world were smart phones are virtually omnipresent, that access is 24/7/365, no matter where they happen to be.

 

Today’s consumers can instantly interact with friends and associates via text or social media, they can quickly summon a ride, make restaurant reservations, or order a gift with just a few clicks and swipes on their phone. Looking back even just a decade we would never have imagined the sheer pervasiveness of connectivity that we enjoy today and the huge impact it would have on our lives.

Yet for field service business, such increased levels of connectivity can be a double-edged sword offering both challenges and opportunities in equal measure.

Rising Expectations of the Connected Customer

Thanks in no small way to the companies like Uber and Amazon - who have embraced technology to not only disrupt the markets they exist within but also in many respects establish entirely new markets, the Connected Customer is intimately aware of the capabilities mobile computing bring to service operations.

Thanks to advances in mobility, their local florist or Pizza Delivery company can provide them with updates on their orders in real time. So why shouldn’t they expect field service technicians to be able to access those same or even more advanced mobile capabilities?

When it comes to service, connected customers now expect as standard:

• Real-time alerts when technicians are on their way to the job site/residence
• Technicians that will arrive armed with their individual customer histories and preferences
• A service organisation that can respond quickly to emergency calls
• The ability to receive real-time updates on the status of their service, both online and via their mobile phones
• Technicians that have full access to the repair information and parts that they need to complete the job

In fact, whilst just a few years ago mobile technology in and of itself offered a competitive advantage, mobility is now basic table stakes when it comes to field service.

And today, by harnessing the technology, service organisations are able to satisfy the needs of their customers. This can hugely effect how they refine and improve the customer experience, enhance their reputation, and reduce both employee and customer churn

Leveraging Customer Connectivity

In the world of enterprise, companies are rapidly embracing mobility.

According to data from Frost & Sullivan, 47% of North American businesses have at least 11 different mobile worker apps deployed, and 88% plan on introducing at least one new employee-facing app within the year.

According to the same data, companies have found that key mobility benefits include:

 

• More efficient business processes (49% of respondents),
• More productive employees (46%),
• Improved collaboration (46%),
• Cost savings (45%)
• More satisfied employees (44%),
• Enhanced customer engagement (43%),
• Competitive advantage (42%)

Of course, having a mobile solution in place does not automatically enable a service organisation to effectively serve the connected customer.

Focusing on reducing costs, whilst simultaneously improving productivity and efficiency is no longer the end game when it comes to mobility.

This is largely because whilst reducing costs and completing more jobs per day is good for the bottom line, they don’t necessarily assist in improving customer satisfaction and are not always in line with value creation in the long-term  and how quickly you can get them back up and running.

 

The brutally honest fact is that your customers don’t particularly care when you save money on fuel or can bill more jobs per month, they solely care about whether you’ve met your SLAUltimately, service customers simply want reliability and visibility. Did the service organisation get their technician to the job site quickly, armed with the right parts and repair knowledge? Were they able to complete the repair in one visit?

Every decision the service organisation makes should be weighed against a backdrop of the overall impact to the customer. The fact that customers are now highly connected makes it easier for service organisations to meet their needs, provided that they have their own robust mobility solution in place. But that is just the tip of the iceberg.

By leveraging analytics, the input your connected customers provide can help you understand consumption patterns and deliver a personalized solution—and potentially do so at a premium, creating new pricing models and differentiated service models, and establishing new revenue streams in the process.

 

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Want to know more - there is a white paper on this subject available for Field Service News subscribers - and FSN subscription is complimentary for industry practitioners.

Click here to apply for a complimentary industry subscription to Field Service News and get the white paper "Preparing for the Connected Customer" sent directly to your inbox now

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Ahead of this years Field Service USA event in Palm Springs, The team at WBR have put together this great infographic which takes a look at some of the key areas that will be under the lens this year...

 

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Want to know more? There is also a more detailed white paper that accompanies this infographic which you can access by clicking here (note: external link with registration required) 

 

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Field service professionals can subscribe now for free here and then simply email the subscriber benefits team on subscriber.benefits@fieldservicenews.com to get your relevant discount codes!

 

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