5 Key Components Ensure Field Service Success
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This document discusses 5 key components of an effective field service solution: 1) automated and streamlined processes, 2) service on-the-go, 3) bring your own device (BYOD), 4) security, and 5) backend integration. It provides examples of challenges and benefits for each component. The document also presents examples of how field service impacts different business functions and factors that influence return on investment. Emerging technologies for the future of field service are discussed, including cloud, wearable devices, augmented reality, internet of things, and analytics.
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5 Key Components Ensure Field Service Success
- 1. Mobilizing Field Service: 5 Key Components that Ensure Field Service Success Make Field Service Technology Work for Your Field Techs Participate in the conversation online! @IndusaITSol #IBMMobile, #FieldService, #B2Emobility
- 2. 3 © 2014 Indusa 2 AGENDA 1 2 7 6 4 5 8
- 3. Why Field Service? Image credit: www.rsc.org © 2014 Indusa 3
- 4. Home Appliance © 2014 Indusa 4 Key Industries Machinery Petroleum Medical Equipment Utility Automobile Chemical
- 5. © 2014 Indusa 5 Key Role Across Organization Sales Operations Key source of selling and expansion opportunities Supports service activities Reliable advisor Finance Service results in profit Service revenue is a key growth factor Less cost to keep/sell Maintain inventory Control over service supply chain Keep inventory in check using barcode scanning Product Design Analytics for product quality Design based on service delivery Improved product through innovation HR Recruit skilled field rep Field rep performance appraisals Keep senior personnel happy Marketing Field rep facilitates your brand name Social media for brand interactions Positive word-of-mouth via customers
- 6. Field Service Solution – Key Components © 2014 Indusa 6
- 7. Bring Your Own Device (BYOD) © 2014 Indusa 7 5 Key Components Automated & Streamlined Process Service On-the-go Security Backend Integration with Enterprise Solutions
- 8. Key Component #1 - Automated & Streamlined Process © 2014 Indusa 8 CHALLENGES Manual data entry of work status after call Time consuming transcription of work orders No instant visibility into Parts and inventory Delay in invoice processing BENEFITS Real-time work order status Improve performance with automated scheduling Streamlined administrative functions Mitigate human error Quick decision making in field Image credit: www.seratec.com.au
- 9. Key Component #2 - Service On-the-go © 2014 Indusa 9 CHALLENGES Inability to access company data Need to carry paper based user manuals Difficulty in locating customer Delayed service process, unhappy customer BENEFITS Real-time visibility into work status Enable business process simplification Improve performance Real-time communication Minimize the travel time and reduce expense Image credit: www. thesmartvan.com
- 10. Inability to use any smartphone or tablet device for the app Unexpected OS crash and reboots in a mobile device © 2014 Indusa 10 Key Component #3 - BYOD CHALLENGES Limited use of functionalities Delayed service process Image credit: www.ibm.com BENEFITS Device independent field personnel Improves management of service operation Leverage all device features Control look-and-feel of the app Reduce cost
- 11. © 2014 Indusa 11 Key Component #4 - Security CHALLENGES Access to company data by anyone Data leakage during transmission Damage or loss of mobile device Loss of data during employee exit BENEFITS Role defined access to company’s confidential data Capture data and save it in the central database Capture image, audio or video to be saved for reference Ability to work offline on encrypted data Security policies across platforms Image credit: www.datamanager.it
- 12. Key Component #5 - Backend Integration with Enterprise Solutions © 2014 Indusa 12 CHALLENGES Inability to access company data No instant visibility into work order in field Time consuming process due to incomplete info availability Limited information at customer location BENEFITS Quick access to enterprise data Ability to access customer history on-the-go Enhance collaboration Increase in performance and productivity Availability of right information at right time Image credit: www.oyova.com
- 13. Interactive Poll: 1 © 2014 Indusa 13
- 14. Business Cases Image credit: www.sap.com © 2014 Indusa 14
- 15. Customer Service Department © 2014 Indusa 15 Business Case – Field Service Elevator breaks down Customer calls customer service department Notes details Sends emergency notification to mobile device of service engineer Receives task, checks task priority and service order details Views location on the map and travels to that location
- 16. © 2014 Indusa 16 Business Case – Field Service Adds details like Parts/Time spent, and adds an image and fixes it Generates quotation in real-time Customer signature Fixes the problem Closes the order Problem diagnosis & resolution
- 17. © 2014 Indusa 17 Business Case – Plant Maintenance Plant service department Dept. supervisor checks due service Service technician receives task – scheduled part maintenance Uses field service mobile app and performs task
- 18. © 2014 Indusa 18 Business Case – Plant Maintenance Performs task and sends for approval Supervisor signature and service maintenance closure Supervisor checks pending tasks Service technician returns back to work
- 19. About Us © 2014 Indusa 19
- 20. Industries • Discrete and process manufacturing • Professional services • Public sector • Education • Healthcare • Retail Practices • Enterprise Mobility • ERP • SharePoint • CRM • Custom Development • Business Intelligence • Application Support and Maintenance • Quality Assurance and Testing Partnerships • IBM Global Business Partner •Microsoft Gold and Silver Competencies • Oracle Gold Partner • Samsung Partner © 2014 Indusa 20 Company Highlights In business since 1989 – Over 25 years Technology Consulting System Integrator IT Services Headquarters: Chicago, US Dev Center: Ahmedabad, India Sales Office: London, UK; Pune, India SEI CMM Level 4 (process maturity) ISO 27001:2005 (security) 80% of client relationships last over 8 years
- 21. © 2014 Indusa 21 Key Clientele
- 22. Indusa’s mFieldService Solution © 2014 Indusa 22
- 23. Field Service – Impact & ROI Image credit: www.pxleyes.com © 2014 Indusa 23
- 24. © 2014 Indusa 24 The Impact of Field Service Solutions Manufacturing Increased productivity through inventory management Product Design Conceptualize design & monitor production Sales Improved service delivery & demand forecasting Marketing Brand recognition & sales support Finance Direct impact on revenue HR Employee self-service scenario Impact High Medium Low
- 25. © 2014 Indusa 25 Factors Impacting ROI Internal Factors Technical efficiency Dispatcher efficiency Tighter appointment window More efficient routing or lowered fuel cost Faster invoicing Improved cost tracking Improved timesheet tracking External Factors Improved customer communication Improved first-time fixed rate Head count reduction Increased service revenue Increased service profitability Improved customer satisfaction Improved employee satisfaction
- 26. Interactive Poll: 2 © 2014 Indusa 26
- 27. The Future of Field Service © 2014 Indusa 27
- 28. © 2014 Indusa 28 The Future of Field Service Cloud Technologies Wearable Devices Augmented Reality Internet of Things Analytics
- 29. Recommendations for selecting a Field Service Solution The vendor's viability, reputation, service and support © 2014 Indusa 29 ERP integration The field service solution's breadth of functionality The field service solution's ability to support complex scheduling problems The field service solution's depth of functionality The vendor's mobile application or platform Field service solution price or TCO Field service solution technical platform Pricing model
- 30. IBM MobileFirst Image credit: www.ibm.com © 2014 Indusa 30
- 31. IBM MobileFirst reduces your mobile back-end effort so that you can focus on creating value where it matters most – your customers’ experiences IBM MobileFirst Today, most organizations have no choice but to focus mobile efforts “under the surface” Development Engagement Security Operations Development Engagement Security Operations Image credit: www.ibm.com © 2014 Indusa 31
- 32. © 2014 Indusa 32 IBM MobileFirst The five biggest challenges you will face when you build and deploy mobile apps 1. Securing apps while connecting to enterprise data 2. Rapid, continuous delivery while maintaining 5 star app ratings 3. Unpredictable scale requirements for data 4. Delivering contextual apps that are compelling and productive for users 5. Managing and troubleshooting deployed apps
- 33. In an IBM study, compared to “do-it-yourself platforms,” IBM’s integrated platform saves development expense across the app lifecycle from design, code, deploy, test, to operations and support1 Enables organizations to use existing skills in platforms and development approaches Complemented by IBM’s portfolio of software and services including mobile management, application lifecycle Supports open standards that include IBM Bluemix services Gartner recognizes IBM as a Leader in the Magic Quadrant for Mobile Application Development Platforms* based © 2014 Indusa 33 IBM MobileFirst IBM has a platform to address your challenges in building and deploying mobile apps management, cloud, security, and connectivity on its ability to execute and completeness of vision2 See the results other clients are achieving with the IBM MobileFirst Platform Source: 1. IBM Software Technical White Paper April 2014 2. Gartner Magic Quadrant for Mobile Application Development Platform, 2 September 2014. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose
- 34. © 2014 Indusa 34 IBM MobileFirst IBM MobileFirst software services serves a diverse enterprise customer base IBM MobileFirst Platform IBM MobileFirst Protect IBM ExperienceOne
- 35. Questions??? © 2014 Indusa 35 Image credit: leadershipcafe.org Send your queries to - sales@indusa.com
- 36. Thank You! Indusa Website: www.indusa.com T: 079-30484666 Manan Thakkar: manan.thakkar@indusa.com IBM (Harish Shenoy): harish_shenoy@in.ibm.com Participate in the conversation online! @IndusaITSol, #IBMMobile, #FieldService, #B2Emobility
Hinweis der Redaktion
- What is enterprise mobility? Mobile revolution Common concerns IBM Worklight Strategizing the mobility landscape Business cases Sales for Pharma Procurement for Retail HR for Manufacturing Field service app ROI The future of enterprise mobility Recommendations About INDUSA
- Sales – Unlike your sales rep, your service rep is viewed as a trusted advisor to the customer Field techs can be your best source of cross-sell and expansion opportunities Visibility into service activities Finance – Leading organizations operate service as a profit center, not a cost center Service revenue is high-margin revenue, and is key to company growth It costs less to keep/sell more to a happy customer than to find a new one Product Design – Field service analytics are a must-have source of product quality information Design with serviceability in mind Innovation – are you aware of the creative way your customer is using your product out in production Operations – Insight into field service ensures optimal inventory levels Logistics control and visibility throughout the service supply chain Same mobile device from field service used to scan barcodes, keeping parts and inventory in check HR – Skilled technicians can be difficult to recruit and retain Good field service analytics provide an incredible source of data for technician performance evaluations Combat the challenges of a senior workforce head on Marketing – Field service technicians are the face of your brand Social technologies spread both negative and positive brand interactions with the speed of light Happy customers are your best spokespeople http://lp.servicemax.com/PGM-041714-BUSINESS-LEADERS-FTO-WS_TY-Recording.html
- Key components: Service On-the-go - 2 Backend Integration with Ent Sol - 5 Cross platform / BYOD / Device Independent - 3 Security and Authentication / Offline Access - 4 Ease of access / Enhanced UX - 2 Automated/Paperless Process - 1 Cost optimization Workforce productivity Customer Satisfaction Collaboration Some links: http://www.sap.com/bin/sapcom/el_gr/downloadasset.2011-08-aug-31-16.mobile-field-service-automation-pdf.html http://www.mplsystems.co.uk/public/white-papers/mplsystems_Joining_The_Service_Management_Dots.pdf http://fieldservicenews.com/four-key-components-efficient-field-service-management/
- Challenges and features Challenges - dealer-communications.com Benefits - creativemesh.com, www.msidata.com
- Challenges - www.ziebel.com
- Challenges and features
- Challenges and features
- Challenges and features
- http://www.wipro.com/Documents/mobile-strategy-in-manufacturing.pdf 75% of consumers think companies should make answers to all their common questions available via smartphones. ~ Synthetix; 62% of companies think mobile customer service is a competitive differentiator. ~ICMI Mobile Customer Service Strategy Report
- ROI Can Be Achieved in Nine Months Half of the respondents that reported creating a formal ROI model for their field service investment reported the average time to ROI was nine months. This is good news for the many companies considering investment in field service technologies that call Gartner to ask, "How do I build a business case for investment in field service software." One of the best ways is to include examples from other companies and create two models: one conservative and one aggressive. Here are some areas you can include (see Figure 1). While the sample size of respondents from this survey was small, Gartner found it to be consistent with data we've collected for many years. Gartner groups the ROI listed above into three main buckets, and recommends structuring your case in this format: Before the Job ■ Technician efficiency: Many companies with large, complex field staffs find that the schedule is not as efficient in terms of the number of jobs per day each technician conducts. Advanced schedule optimization software can find the hidden inefficiencies and wring out more work. ■ Dispatcher efficiency: Improving a company's dispatcher-to-technician ratio is a common goal. Because field service software can automate many tasks, this often frees up dispatchers to conduct more valuable work. ■ Scheduling efficiency: Mobile devices and applications also help planning efficiency by making on-the-fly corrections due to customer cancelations, reprioritization, etc. At the Job ■ Technician efficiency: By giving the technicians the information they need in the field, companies can decrease the time spent on a particular job. When combined with the more efficient schedule, it increases overall efficiency. ■ Inventory management: Mobile applications with inventory ordering help with inventory management, which could drive huge savings with trunk inventory carry costs and shipping expenses such as for overnight delivery of a critical part. Technicians can order parts on-site or even check the trunk stock of nearby technicians and stocking locations. After the Job ■ Faster invoicing: By far, this is one of the most cited benefits, not just in this sample, but across all of Gartner inquiries over several years. Typically, this benefit is realized by the deployment of field service software on mobile devices that can collect the necessary information from the field immediately so the tech can initiate the billing process faster. Typically, reductions in the billing cycle of 30 days or more are not uncommon. ■ Customer satisfaction: This benefit can really be classified under at or after the job. By sending the right technician with the right skills and the right tools, by showing up when promised to the customer and by fixing things right the first time, customer satisfaction tends to increase. Determining what customers value and then focusing on those metrics for improvement have the added benefit of making them happy.
- 75% of consumers think companies should make answers to all their common questions available via smartphones. ~ Synthetix; 62% of companies think mobile customer service is a competitive differentiator. ~ICMI Mobile Customer Service Strategy Report (http://www.parature.com/startling-custserv-statistics/) http://theserviceprogram.wordpress.com/2013/04/15/six-trends-that-will-shape-the-future-of-field-service-management/ http://blog.servicemax.com/future-field-service-wrist/ http://www.bus-ex.com/article/what-future-holds-field-service-industry http://tune.pk/video/2852037/sap-and-vuzix-bring-you-the-future-of-field-service - Image your service and asset management force working handsfree while you give them the content and contextual tools they need to complete their jobs quickly, safely, and on the first visit. SAP is working with smart eyewear company Vuzix to incorporate technologies like augmented reality, computer vision, and simultanious localization and mapping into wearable computers for your enterprise. Augmented reality - http://www.fieldtechnologiesonline.com/doc/what-can-augmented-reality-do-for-field-service-0001 The adoption of Augmented Reality (AR) technologies can make the provision of field services to industrial equipment more effective. In these situations, the cost of deploying skilled technicians in geographically dispersed locations must be accurately traded off with the risks of not respecting the service level agreements with the customers. http://www.business2community.com/infographics/future-field-service-connected-world-0975562 http://coresystems.ch/media/file_content/IoT-and-Field_Service-FSN.pdf http://info.toatech.com/field-service-management-blog/bid/316756/Wearable-tech-and-social-collaboration-The-future-of-field-service http://www.aciconsulting.com/assets/field-service-future-in-the-cloud-fieldaware.pdf https://cysalesteam.com/tsia/event/on-demand-the-connected-technician-future-of-field-service http://www.fieldtechnologiesonline.com/doc/the-future-of-field-service-0001
- Gartner doc Recommendations ■ Many companies achieve good ROI from field service applications, so gather as many case studies from vendor customers and colleagues as you can to build your own business case, as well as from the research listed in the Gartner Recommended Reading section. ■ Consider SaaS delivery models to benefit from decreased implementation times and lower capital expenditures, even after the necessary integrations are factored. ■ Evaluate a vendor's viability and integration capabilities, but don't overemphasize these criteria over needed functionality or flexible mobile architectures. ■ Evaluate the mobile capabilities of your field service provider and make sure these align with your overall corporate mobile strategy and architecture.
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