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Technology has long been a key driver for innovation and change in business. Regardless of size or industry, the pace of technological change is a major factor in the ability of businesses to evolve, meet increasing customer demands and maintain a commercial advantage. Giles Margerison, Director with TomTom Telematics explains more...

Rarely has this relationship been more evident than in the recent development in the connected vehicle and the opportunities it offers to field service organisations.

Advancements in fleet management technology have resulted in a growing suite of applications designed to help managers boost operational efficiency and, increasingly, realise new levels of customer service delivery.

As a consequence of the recent economic slowdown, customers are seeking ever-greater value for money and demanding more from business than ever before. The effective application of connected vehicle technology could be crucial in helping field service operators to act quickly and introduce new services and innovations to further improve the customer experience.

What is the connected vehicle?

Although it is undergoing a period of rapid technological change, the connected vehicle is not a new concept. It has its roots in vehicle tracking, which has long allowed businesses to improve efficiency by gaining greater visibility of their mobile workforce.

But we are now experiencing greater degrees of connectivity than ever before - driven in part by the pace of technological innovation in the consumer sphere. Advancements are occurring at an ever-quickening pace, driving adoption and making technology such as smartphones and tablet PCs integral business tools.

These devices can work hand-in-hand with advanced telematics technology to create a seamless IT operation that encompasses all aspects of life – from business to your home, car and leisure time.

The same goes for business, where vehicle, smartphone, mobile hardware and office software can form a seamless loop that allows for greater flow of data through disparate parts of a business and its operations.

For example, a wireless Bluetooth connection might allow the tracking unit fitted into a vehicle to communicate with mobile printers, barcode scanners, signature-capture devices or even smartphones.

The result is an exchange of data which allows such hardware to incorporate precise information regarding time and location for the production of more accurate invoices or proof of delivery. This can then be communicated back to the office in real-time, allowing better management of workflow and fulfilment of customer orders.

Bringing mobile workers into the office fold

Such innovations allow management to exercise a greater degree of control over their mobile workforce, ensuring employees on the road are as connected and accessible as those in the office.

Combined data from in-vehicle technology and mobile hardware can be communicated back to the office and shared with the appropriate software applications - a vital relationship given society's increasing dependence on electronic relationships between companies and their customers, suppliers or partners.

When an order is received by a company, for example, the details can automatically be passed from the e-commerce platform or CRM to the fleet management dashboard.

This allows the mobile operations manager to view outstanding orders and dispatch the most appropriate employee to each job based on how long it will take them to arrive, with directions sent immediately to their satellite navigation device. Once the job is done, data will be sent from the vehicle back to the office, allowing the final details to be added to the CRM or invoicing software, completing the loop.

Such a situation is only made possible through the integration of fleet management hardware and software with existing office applications, which has become a growing concern given the rate of technological change.

IT integration must extend to all elements of a business, including both office and mobile operations, in order to form a flexible framework capable of providing a lasting competitive edge.

What does the future hold?

Even greater advances are close at hand. A number of insurance companies are already using fleet management technology to send driving performance data to a policy-holder's smartphone with a view to helping them drive more safely and reduce premiums.

For field service organisations, it is not hard to imagine a situation where the customer places an order and subsequently receives a message to their smartphone providing an accurate ETA for when the operative will arrive at their house - perhaps even tracking real-time progress on a map.

Not only that, but the smartphone then tells the customer exactly how long it will take for them to travel home in order to meet the operative and provides them with the best possible route, taking into account traffic congestion.

Extending the idea further, deliveries could be sent to a customer's exact location, pinpointed according to the GPS signal from their smartphone, whether that’s home, work or even the local coffee shop.

Roadside assistance companies could allow customers to make a distress call via a smartphone app before sending out the most appropriate responder based on engine diagnostics and location data sent immediately from the customer's vehicle.

No matter the application, the connected vehicle will only continue to offer new possibilities for the field service industry to future proof its service offering.

 

 

Driven by substantial year-over-year growth in 2012 and a large and rapidly growing multi-billion dollar market, Telogis was listed among Deloitte’s Technology Fast 500 for the sixth consecutive year.

The company, which has its UK operations based in Bracknell, once again topped the list in the location-based technology industry. Telogis provides a comprehensive SaaS-based location intelligence platform for companies that require commercial navigation, real-time work order management, dynamic routing, telematics and mobile integration services for their mobile workforces.

“The 2013 Deloitte Technology Fast 500 companies are exemplary cases of those spurring growth in a tough market through innovation,” said Eric Openshaw, vice chairman, Deloitte LLP and U.S. technology, media and telecommunications leader. “This year’s list is a who’s who of companies behind the most exciting and innovative products and services in the technology space. We congratulate the Fast 500 companies and look forward to what they do next.”

“As the world’s mobile workforces grow exponentially over the coming years, demand for sophisticated location-based technology and services such as those offered by Telogis will become increasingly mission critical to businesses with workers outside the four walls,” said David Cozzens, CEO, Telogis. “Our ranking on Deloitte’s Technology Fast 500 for six consecutive years represents our continued commitment to innovation and delivering crucial data and insights that drive our customers’ bottom lines.”

Telogis recently secured a $93 million institutional financing round led by Kleiner Perkins Caufield & Byers (KPCB). Telogis intends to use the investment to further capitalise on the market and continue to focus on providing technologies and solutions that enable enterprises and organisations to optimise the management of their mobile assets including better data collection and analysis. In the UK this will translate into investment in the current product line to target new markets, and a significant increase in staff numbers and office space to provide local support for its growing customer base.

“The fastest growing companies in the U.S. are drivers of constant innovation and operate with the agility to stay ahead of a quickly evolving marketplace, and software, biotech/pharma and internet companies continue to be at the forefront,” added James Atwell, national managing partner of the Emerging Growth Company practice, Deloitte Services LP. “Companies that are excelling in these sectors have a startup mentality that allows them to be nimble and adapt quickly, which is why they consistently lead the list of fast-growing companies each year.”

New service uses the telematics provider’s contactless CANbus connectivity to stream accurate data live from the vehicle or crane unit.

Masternaut, one of Europe’s largest telematics providers, is now offering remote monitoring for commercial cranes and heavy lifting equipment operators. Fully integrated with Masternaut’s core fleet product, the service enables fleet and construction plant managers to access real time utilisation and productivity data to improve asset management performance.

The solution combines asset management functionality for crane and construction equipment operators and fleet management intelligence for vehicles. Assets are installed with Masternaut’s patented MuxyGPS hardware, featuring contactless CANbus connectivity, to provide unparalleled accuracy.

The data – which is both streamed in real time and aggregated into tailored customer reports – consists of asset details including temperature, water and oil levels, pressure values and weight carried. Through live alerts, equipment operators have the ability to monitor the condition of the crane remotely, facilitating predictive maintenance scheduling and the proactive deployment of engineers help address malfunctions faster.

The use of telematics-based geofencing also creates a virtual security field around the asset and site, and, over time, can be used in collaboration with insurers to create bespoke policies and reduce premiums.

In addition to live insight on static assets, the technology is able to transmit driver performance intelligence for mobile and crawler cranes, including RPM, speed, braking and acceleration, assisting in the monitoring of driver safety and ensuring that the workforce is fully compliant with health and safety regulations.

European Managing Director of Masternaut, Steve Towe, comments: “Our commercial crane and heavy lifting equipment offering is far more technical than standard fleet installations. However, combining our experience in fleet management with cutting-edge technology means that we’re able to offer telematics deployment on manufacturers including the Leibherr and Terex ranges, as well as equipment with Mercedes and Iveco ECUs.  Having finalised the proof of concept with these OEMs we are now able to extend the range of equipment covered, rapidly bringing to market this new service for crane rental companies, owner-operators and construction businesses.”

 

KPN and Masternaut have recently announced an agreement to jointly develop and market telematics-enabled fleet management and telematics enabled insurance products for businesses looking to provide a step-change in customer service, employee safety and operational efficiency.

The agreement provides KPN’s M2M (Machine-to-Machine) teams access to Masternaut's leading telematics products and services helping the company accelerate its goal of providing M2M services beyond connectivity to KPN customers.

According to the terms of the agreement, the two companies will market joint products designed to target the fleet market with proven products including driver behaviour management, vehicle telematics to improve efficiency. The agreement also delivers enhanced vehicle expenses management modules, live vehicle tracking as well as products and services that reduce corporate and consumer risk in the insurance market.

The products will be distributed under the KPN brand, powered by the technology provided by European leader Masternaut. Masternaut will provide software services, applications, platforms and technical support, while KPN will contribute with its commercial network, including pre- and post-sales support, consultancy and customer care. Everything deployed over the best in class global networks of KPN.

Jimmy Wind, M2M Director of KPN:

"With this agreement, KPN are demonstrating our response to customers’ needs in the growing M2M market. We can leverage our experience and knowledge of our customers and provide them with telematics-based products and services that solve many of their problems and have the ability to transform their businesses”.

Martin Hiscox, Chief Executive Officer of Masternaut:

"We are delighted that this partnership with KPN allows us both to deliver the most comprehensive service to KPN’s core business market. The combination of KPN’s brand and values with our technology delivers a clear and valuable proposition for both large enterprise and mid-sized companies”.

According to industry analysts Berg Insight, approximately 2.5 million commercial vehicles have telematics deployed. They forecast that the installed base of fleet management systems will reach 5.7 million in Europe by 2016 – with the market in the Netherlands, Belgium currently only 18% penetrated. The agreement provides KPN and Masternaut a twin-market strategy targeting both businesses that have not started on the telematics journey whilst targeting 1st-generation users with new and innovative products delivered in a consultative environment.

 

Gloustershire based Agronomy company Agrii have implemented a real-time transport optimisation and vehicle tracking solution for its agrochemicals division.

The company that is seen as a leader within it's field in the UK has opted to utilise Paragon’s Fleet Controller system and integrate this with a live vehicle tracking feed, provided by 49 TomTom PRO 9150 navigation units, taking advantage of the systems's advanced vehicle routing and scheduling software.  The result is a real time plan versus actual performance information delivered to the Agrii transport and customer service teams, also enabling customers to receive updated ETAs using Fleet Controller’s text messaging facility.

“By integrating Paragon and TomTom technology we are able to plan and manage deliveries of more than 350 orders a day, which given the location and type of customers we serve would be a logistical challenge if we didn’t use this solution,” said Tony Frain, Agrii’s Logistics Manager.

“The software allows us to offer customers the opportunity to place orders up to 10.30 pm and we’ll guarantee delivery if stocks are available by the next working day in three slots: before 9am, before 12pm or next day.”

Paragon also provides timed web-based reporting to Agrii customer services, with scheduled route timings updated every few minutes based on the live tracking information.  This informs the customer service agents of real-time delivery activity and allows them to prepare customers to receive their deliveries. With the nature of their business meaning many deliveries require a forklift to unload the vehicle , this efficiency allows for streamlining the delivery process saving valuable time for both Agrii and their clients alike.

With the TomTom units providing  intelligent navigation and live traffic information to help drivers avoid congestion Agrii are able to make further savings in both time and money and the all-in-one business tool combines navigation and GPS tracking in one single, portable, device is an major benefit.

Other benefits of the system are it's flexibility - Agrii's operation is heavily seasonal so the versatility of the solution means that the company can increase and reduce the size of the hire fleet without the cost of installing and removing hardwired equipment, and also the well documented benefits of monitoring driver behaviour including duty of care obligations. Also drivers can accurately report their working time by entering their ID into the device, tapping the screen to record when they start and finish work which in turn is automatically fed back into Agrii’s payroll system.

Agrii’s Alconbury depot is supplying 6,000 customers who range from small farms to large commercial operations growing products for supermarkets. They are located as far north as the Humber Estuary and south to the Thames Estuary, along the coast of the North Sea in the east and west to the M40 corridor. The drivers deliver the orders direct to the farm’s chemical storage facilities, the locations for which have been located accurately using the GPS vehicle-tracking units.  This ensures that each store is mapped on the system.

“By plotting the X and Y coordinates for the chemical stores our drivers can navigate directly to the site,” added Tony Frain.

“This streamlines the delivery because using a postcode alone would only take them to within a kilometre of the location. If we can get the driver within 10 to 20 metres of the store, it improves our performance and the level of service we offer our customers.”

 

 

The explosion of mobility and connected services means that fully integrated fleet management, route and job allocation is now a compelling option. Sergio Barata, General Manager of EMEA at Telogis explains.

Traditionally fleet management systems, navigation, route optimisation, workforce management and job allocation are different disciplines, provided by a different set of vendors, and used by different functions within the enterprise. Typically these systems didn’t talk to each other, creating silos of data. However, with the current proliferation of remote working, reliable connected services and affordable mobile devices, enterprises are now starting to recognise that the systems should be integrated and, indeed, there is no reason for them not to be integrated.

Maintaining a piecemeal approach to mobile resource management is a huge overhead in terms of both resources and cost, individual solutions lack scalability and at best provide a patchy service in terms of meeting the objectives of the organisation. A lesson that many enterprises are now learning and a situation that many are looking to rectify with a fully integrated location platform approach.

One-stop-shop, global visibility

Recently developed, a platform approach to location intelligence means that one company provides everything to do with managing mobile resources, whether vehicles, equipment or personnel. This supports enterprise-wide strategies for handling mobile IT.  A single platform reduces costs, risk and overhead.  A platform approach can be rolled out across disparate regions, giving international visibility across the entire organisation.

A single platform giving scheduling, route optimisation and fleet management in one place is able to provide a dashboard to cover all, customisable to the individual user so that they see exactly what they need to see in order to do their job most effectively.  With one system, users log in just once to see everything on one screen.

Cloud delivery, faster ROI

Delivery via the Cloud brings a whole host of additional benefits.  Faster return on investment (ROI) is often the initial attraction, but longer term reduction in maintenance overheads, and a total lower cost of ownership, are also significant cost factors.  With no upfront capital costs, cloud solutions eliminate the need to purchase or upgrade servers, operating systems or database versions.  Cloud services minimise costs by leveraging existing IT investments, so expenditure on infrastructure and the staff to maintain it is minimised. Business benefits include access to a global solution, full integration between disciplines enabling better operational planning and execution, and business decisions taken based on fact.

In addition, cloud solutions are continuously updated, so you get the best.  Cloud solutions provide new and valuable capabilities through the lifetime of the service, ensuring that your solution keeps pace with business requirements and changing technology.

Harness technology, empower staff

A cloud delivery model coupled with hardware agnostic solutions, enables organisations to use existing kit, with no need to upgrade or replace devices already installed in vehicles or issued to staff.  When all you require is a web browser, there is no need to standardise on hardware and in many cases enterprises are able to take advantage of the consumerisation of IT and ‘bring your own device’ (BYOD) trends.  Subject to some restrictions due to security considerations, staff can use devices of their choice.  This keeps staff happy and can reduce hardware spend.

Improved access and mobility means staff are freed up to concentrate on the next job, rather than spending time going back to base. Workers have constant access to real-time data which support decision making. Supervisors and managers can ensure that the best person in the right location with appropriate skills and equipment, is allocated the job.

One version of the truth

One system, one version of the truth, updated in real time enables enterprises to streamline business operations and drive efficiency.  The ability for multiple people to work on one cloud-based solution helps to drive efficiency with one-time data entry. Managers/supervisors/workers can capture job/work allocation information, using smartphones. Field updates are reflected instantly for all to see allowing users in multiple locations to collaborate.

The real time nature of cloud solutions means that (restricted) access can be given to subcontractors or even third parties, when working in collaboration.

Operational benefits

The case for a platform approach delivered via the Cloud is compelling in terms of ROI on the systems in a replacement/technology refresh situation, however, the operational benefits from such systems are also highly attractive:

Workforce Efficiency – routes are optimised, staff are allocated jobs based on equipment, skills, location, and any other criteria required

Fleet management – vehicles are maintained, service requirements monitor, mileage accounted for, including out of hours usage

Fuel savings - Analysis of information from accounts/fuel receipts, mileage, routes taken, ensures best value

Driver behaviour – in-vehicle telemetry alerts to poor driving behaviour such as harsh breaking/acceleration, sharp cornering, driving without seatbelt etc, enabling training to be given to ensure safety is maintained

Better customer service – knowing the location of staff and resources means information can be given to customers on estimated time of delivery/arrival, helping to improve customer relations

For more information about how your organisation could benefit from a Location Platform approach please visit: www.telogis.co.uk