Mobile Monday Switzerland #38 - TSIA presentation on The Connected Technician
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“The Connected Technician: The Future of Field Services.” Presentation given by Markus Schwarz, Managing Director (EMEA) at TSIA. Mobile Monday Switzerland Event #38 on Mobile Field Services, 13th Oct 2014, Zürich.
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Mobile Monday Switzerland #38 - TSIA presentation on The Connected Technician
- 1. TSIA Session “The Connected Technician: The Future of Field Services.” Markus Schwarz Managing Director (EMEA) TSIA
- 2. TSIA Research Activities Public Data Service Line Benchmarking Specialized Studies The Service 50 Professional Services Market Rates Education Services Support Services Channel Optimization Field Services Spare Parts Logistics FS Compensation Managed Services Service Revenue Gen Emerging Offerings 2
- 3. 3 B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship
- 4. The Great Divide SUPPLIERS CUSTOMERS Product Focused Outcome Focused Much of Future Supplier Growth and Differentiation Will Be Determined In This White Space 4
- 5. What Do Manufacturers Like To Do? • Make. • Sell. • Ship. 5
- 6. TRADITIONAL LEVEL 1 AND LEVEL 2 MARKETS: Market Opportunity 6 Basic Offer: Complex Offer: Optimize Offer: Outcome Offer: LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 SUPPLIER SUPPLIER SUPPLIER SUPPLIER Supplier Operating Model Product Focused Outcome Focused Great Product Product Attached Services Great Product Product Attached Services Make. Sell. Ship. + Service.
- 7. Let‘s talk about ….. 7 High The Cloud
- 8. The cloud could either……. 8 High Accelerate the Commoditization of Tech Finally Deliver the Full Potential of Tech
- 9. Out of Level 1 Grew A Critical, Tacit Agreement Supplier Model: OUTCOME PROVIDER Customer Responsible Zone Supplier Responsible Zone Asset Works Asset Operational Optimized ROI Competitive Differentiation Customer Value Objectives (meet needs of different buyer types) Make. Sell. Ship. Own. Operate. Get Outcome. 9
- 10. B4B Operating Model Construct Basic Offer: Complex Offer: Optimize Offer: Outcome Offer: Optimal ROI Ease Best Product, Fair Price + + Fast and Sure Availability Standard, Reliable Product Implementation and Maintenance Services Tailored Product Adoption Services Connected Product LEVEL 1 SUPPLIER LEVEL 2 SUPPLIER LEVEL 3 SUPPLIER LEVEL 4 SUPPLIER Supplier Operating Model Product Focused Outcome Focused Operate (Managed) Services Value to the Customer + Outcome as-a- Service Supplier Offer Power 10
- 11. AS MARKET DEMAND SHIFTS TO LEVELS 3 AND 4: Option 1: Do Nothing 11 Basic Offer: Complex Offer: Optimize Offer: Outcome Offer: LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 SUPPLIER SUPPLIER SUPPLIER SUPPLIER Supplier Operating Model Product Focused Outcome Focused Great Product Product Attached Services Great Product Product Attached Services Product Attached Services Great Product Product Attached Services Great Product
- 12. AS MARKET DEMAND SHIFTS TO LEVEL 3 and LEVEL 4: 12 Basic Offer: Complex Offer: Optimize Offer: Outcome Offer: LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 SUPPLIER SUPPLIER SUPPLIER SUPPLIER Supplier Operating Model Product Focused Outcome Focused Great Product Product Attached Services Great Product Product Attached Services Operate and Adopt Services Product Attached Services Great Product Outcome as a Services Operate and Adopt Services
- 13. Emerging Trends in Field Service The Connected Technician
- 14. Polling Question What type of information do your Field Service Techs have access to on their mobile devices before they arrive on-site? (check all that apply) – The current issue that the customer is having with the product – The history of the customer issues and relationship – Visibility into parts inventory/availability – Mapping and directions – List of patches/updates available for the customers product requiring service – The product portfolio owned by the customer – Customer's contract renewal schedule – Top new features recently released for the products owned by the customer – Current sales activities with this customer 14
- 15. Polling Question: TSIA FS Membership 15 88% 63% 63% 50% 38% 31% 31% 25% 6% 96% 53% 39% 59% 29% 31% 20% 4% 22% 120% 100% 80% 60% 40% 20% 0% % of Companies that provide mobile access for: FS BM Webinar
- 16. Evolution of Knowledge Management 16 The Third Wave of Knowledge Management: Enterprise Collaboration Real-Time Collaboration Fills Gap Left by Existing Knowledge Solutions
- 17. Field Services Driving Adoption Source: 2014 TSIA FS Benchmark Survey 17
- 18. Field Services Supporting Sales Source: 2014 TSIA FS Benchmark Survey 18
- 19. Mobility and Knowledge Management Source: 2014 TSIA FS Benchmark Survey 19
- 20. What Do Field Service Customers Want? Timely Service Tech Knows My History Knowledgeable Technician First Time Fix Timely, Accurate Billing No Callbacks 20 The Connected Technician
- 21. 21 Thank You! Ready for the Trans-formation Markus Schwarz Managing Director EMEA Technology Services Industry Association Phone: +49 160 532 82 60 e-mail: markus.schwarz@tsia.com Website: www.tsia.com to B4B Analysis Business Case Roadmap Look into the mirror Excellence in Service Business-and Service- Trends Service Sales Diagnostic Operational Excellence Diagnostic
- 22. The Connected Technician Mobility: Enabling a Successful Transition to a B4B World
- 23. Mobility Impacts Field Service in Multiple Dimensions Benefits Derived from Mobility Deployment Financial Performance Increases utilization rates Reduction in Travel Time Increased Services Revenue Increased new sales revenue Customer Satisfaction Improved 1st time fix rate Understanding Customer Needs Understanding Repetitive Problems Employee Satisfaction Reduced Paperwork Professional Image and Brand Empowered Workforce 23
- 24. How Does Field Service Impact Your Brand? • Service and support are the VOICE and FACE of your company to your customers • Field service engineers have an enormous potential to impact brand perception • TSIA Partners that can enable you to DAZZLE your customers . . . HIGH Potential to DAZZLE Customers Field Service (In-Person, On-Site) Assisted Support (Phone, Email, Chat) Unassisted Support LOW 24
- 25. The Connected Technician - Video / Wearables: The convergence of technological advancements and business need.
- 26. Polling Question On a five point scale, please rate your company’s level of engagement with the use of video / wearable technology in field services: (check the one that best describes) 26 Level of Wearables Engagement 29% 45% 40% 35% 30% 25% 20% 15% 10% 5% 1 2 3 4 5 Not on the Radar Currently Implementing Have Heard Proposals Developed Pilot Underway About it 40% 17% 13% 2% 0% 1 2 3 4 5
- 27. Wearables: Convergence of 3 Major Technological Advancements Miniaturization Analytics Everywhere Wireless Networks 27 Wearable Electronics
- 28. Wearables: Aging Workforce and Skills Gap 28
- 29. Do you have the bench strength when the Baby Boomers go? Actions Taken by Organizations to Prepare for Retiring Baby Boomers 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% Offering Part Time Positions to Attract Older Workers Offering Flexible Work Arrangements Hiring Retired Employees as Temp Workers Developing Succession Planning Increasing Training / Cross Training 29
- 30. Wearables: The Capture and Dissemination of Knowledge 30 TheProblem TheSolution
- 31. Video clip 31
- 32. Evolution of Knowledge Management 32 The Third Wave of Knowledge Management: Enterprise Collaboration Real-Time Collaboration Fills Gap Left by Existing Knowledge Solutions
- 33. Traditional Knowledge Approaches Leave Gaps How many days on average does it take to publish a new knowledge article? 24 30 25 20 15 10 5 0 Days What percent of incidents are closed to an existing KB article? 42.6% 45.0% 40.0% 35.0% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% Hit Rate * Highest reported Hit Rate in the survey was 80% 33
- 34. Wearables: Helping to Overcome Barriers to Enterprise Collaboration • Adoption/Participation – Easier to capture “fix” on location • video / pictures • voice recording – Personal Protective Equipment (PPE) • Safety glasses / gloves / etc. – Embrace tech-savvy new hires • Technology – Voice to text capabilities to speed input into KM platform – Collaboration: XOEye capable of 1 way video and 2 way audio. – Ability to capture, organize, manage, and input incident data into KM platform 34
- 35. The Connected Technician • Field Services can play a significant role in a B4B world – Driving adoption and consumption. • Mobility impacts multiple dimensions in Field Services and enables success in B4B world. – Customer, Employee, and Shareholder. • Wearables are here – The convergence of technological advancements and business need – Enable the Capture and Dissemination of Knowledge 35
- 36. TSIA Make Your Services Remarkable.
- 37. TSIA Service Discipline Focus • Service Portfolio Offers, Marketing & Sales • Assisted & Unassisted Technical Support • Depot, Dispatch, Parts & Logistics • Implementation & Integration Services • E-learning, Content Development • Operate Environment or Application 37 Each Discipline With Its Own… Advisory Board Research Team Research Agenda Conference Track Benchmark Survey
- 38. 38 Membership Deliverables BENCHMARKING • Comprehensive coverage of support services performance • Flexible participation process • Participants receive a custom report and formal review CONFERENCES • Technology Services World •Technology Services Europe MEMBER INQUIRY SERVICES • Fast-cycle support on areas of urgent need • Submit questions online or through your Member Success Representative RESEARCH • Expert insight from the TSIA research team • Industry trends, case studies, services technologies COMMUNITIES • Connect and collaborate directly with other members • Tech Services Forum, Champions, Social Media Roundtable WEBINARS • Weekly calendar of member webinars • Available live or on-demand
- 39. 39 TSIA Field Service Membership Growing Community of Field Service Leaders W W W . T S I A . C O M
- 41. 41 Thank You! Markus Schwarz Managing Director EMEA Technology Services Industry Association Phone: +49 160 532 82 60 e-mail: markus.schwarz@tsia.com Website: www.tsia.com
- 42. Driving End-User Adoption and Consumption through Field Services FS personnel conduct between 40-50 on-site customer visits per month. Four (4) reasons why FS can drive end-user consumption. 1. Relationship 2. Context 3. Personalization 4. Immediacy 42 Emerging Field Service Adoption and Consumption Practices Track Revenue per FS Tech Provide Cross sell / Up sell Incentives Conduct Feature Review Assess Product Utilization Provide Info regarding new features Capture Enhancement Info Source: 2014 TSIA FS Benchmark Survey
- 43. Field Service: Creating a Professional Image 43
- 44. Field Service: Creating a Professional Image 44
- 45. ServiceMax Mobile for iPad 45 • Calendar view of work orders and tasks • GPS route planning and step-by-step driving directions • Invoicing with on-the-spot signature capture • Real-time problem resolution – ServicePulse, FaceTime
- 46. FieldAware – Made for Mobile 46 FieldAware field service automation solution provides the mobile user: – Easy access Job List / Schedule to manage work for the day and or week – Quick view of the Job details – Job Specific actions to quickly be able to: • Travel to and from, start, pause and complete the job • Navigate to the job location • Capture key job / asset data • Conduct and complete service tasks • Quickly add items used on the job • Review history of previous jobs • Capture pre and post job signatures • Invoice job from the field • Decline the job if can not do the job • Add and manage additional crew • Provide estimations / quotes convert them to a job
- 47. Astea: Mobile Workforce Technology that Impacts Every Step of Field Service Cycle • Dispatch – Alerts; Notifications; Communication and Collaboration Tools – Turn by turn directions. Visually see work order priority and ETAs • Diagnose & Repair – View sites, inventory and other technicians on map – Checklists – assisted diagnostics – Access service histories – Search, track, order, receive, return parts – Bi-directional attachments • Log Work Performed – Travel and work durations – Mandatory fields and checklists • Upsell & Cross Sell – Access to contract and warranty details – Capture and generate additional revenue • Time and Expense – Activity; Time & Expense; Parts – Signature capture at point of service 47
Notas do Editor
- But before we get too far, I would like to ask all of you a question about your priorities with our first polling question.
- Real time scheduling You can move to real-time scheduling once the field techs are armed with mobile devices. When they complete an appointment, they are assigned their next appointment based on location, skills, parts on the truck, etc. This can boost productivity and allow more appointments per shift, as well as lowering drive time and fleet costs. Productivity improvements Access to corporate content while in the field, including knowledgebases or even training videos, cuts resolution time and increases first visit fix rates. Collaboration Field service teams are using more collaboration tools to ask questions of peers while onsite, getting help when needed without having to make another appointment. Upsell/cross-sell Prompting field techs with contextual offers to extend to the customer based on the appointment (upgrades, preventative maintenance, premiere service levels, training classes), and even swipe a credit card and capture a signature via the mobile device. Video / Wearables We are seeing a lot of new mobile/video devices introduced, such as the XOEye device we showed at our last conference. These allow less trained generalists to go onsite, and be walked through diagnosing and fixing problems via a video link with a small team
- But before we get too far, I would like to ask all of you a question about your priorities with our first polling question. Which of . . . .
- Wearable electronics A convergence among three major technological advances of this generation: the miniaturization of hardware and ability to put remarkable amounts of processing power in very small devices; big data's ability to collect and analyze massive amounts of information; and wireless networks allowing us to connect to the cloud, store and share data and interact with other applications.
- Aging workforce, use of video / mobility to leverage experience, train / support new hires, bridge to retirement / flexible workforce Very relevant, 10,000 baby boomers retire everyday –many blue collar. 52.9% of all skilled trades jobs are 45+ years old, 20.6 are 55+ Job gap: 600,000 last year. Blue collar lost its appeal. May not have skill set, but have technical aptitude to use the wearables. Boeing 70% are retiring. 2014 Manpower Increasing demand pushes technicians to # 3 most difficult job to fill, after skilled trades and engineers.
- Knowledge management: capturing incident data increasing robustness of knowledge content Pulling the right data. They are device agnostic (back end cloud). Hosted devices is the benefit. Take the data and utilize. Speech recognition with picture. Cleaner / seamless. Change order process: ability to stream live. IE&T have to wear PPE (gloves / glasses). Have ability to capture the fix Back end system is designed to capture, organize, and manage the incident data. Vision allows people to capture and communicate with other systems, have API to connect to other. Today 1 way video and 2 way audio.
- So before we head into the Q&A, for our non members on the call – I wanted to share a few slides on TSIA
- Today, the topic is Field Services, but there are 5 other disciplines in TSIA – each with . . . .
- So here is a quick summary of everything that comes with membership. 100s of documents in our Research Library and specific deep dive studies on key topics each year. Benchmarking 100-150 KPIs with a full readout by our head of research Inquiry service to get those tough questions answered fast Webcasts covering everything from the latest research on industry trends to technology solutions and best practices Conferences that are specific to services and allow you to not only get up-to-date information on the latest and greatest but network with your industry peers. And then, of course, being a part of the TSIA community. All of this comes with your membership.
- Relationship: The field service engineer is already positioned as a trusted advisor—the coveted status sought by every salesperson on the planet. Context: The field service engineer is in a position to see good and bad implementations and can extend offers related to products being installed or repaired. Personalization: Multiple visits to a customer location enable targeted offers based on intimate knowledge of the environment. Immediacy: Instant gratification that comes from showing a customer how to better use their product.
- 3) Technology info - what are the leading applications in this area? , leading vendors? Best in class solutions. Every field service vendor now offers mobile. When ServiceMax first came out with their iPad app, it upped the game for everyone else. Oracle and SAP have had mobile apps since the WAP days in the late 90s, but their usability and device coverage has never been very good until recently. Now there are multiple specialists in addition to ServiceMax, including Astea and FieldAware, who have full functionality via mobile devices. Sometimes it is an HTML5 app so it can run on any device, sometimes a device-specific app like the ServiceMax iPad. Obviously if you have a lot of contract or 3rd party field techs, you can’t control what device they use, so HTML5 or other cross-device strategy is a good way to go. If you own all your field techs, then you may want to consider a device-specific app which may have richer functionality and better usability. ) Any details on best field technology? i.e. ipads vs windows devices? ruggedized vs. normal? battery life considerations Primary Service Boy, my opinion on this has changed a lot. I have always been a big supporter of Intermec rugged devices, which is what DirectTV uses. They even let me borrow one because I was giving so many speeches on field service mobility. You can drop kick it, throw it against the wall, even drop it in a pool, and it won’t die. The trade off is it costs a lot more than “off the shelf” devices, uses Windows mobile (which some people don’t like, though I found it easy to learn and use), and has a smaller screen than a tablet. I was reticent at first about iPads for field service, having broken 2 of them myself. But there are very rugged cases you can buy for them, and if you buy the warranty, if they do crack a screen, they can just stop by the local Best Buy and pick up a new one. What changed my mind was talking to a few ServiceMax customers, whose field techs LOVE the iPad so much they couldn’t wait to get their hands on it, and they baby those devices. Pitney Bowes has a good story about telling their field techs: “Check your email. Browse the web. Do whatever you want with it. It is YOUR device. But take care of it, because they are expensive!” So far, they have not had problems with destroyed devices in the field. need to think about the tradeoff between more expensive rugged devices which will last longer, but offer a bit less usability, and off the shelf tablets or smartphones which cost less and have better usability, but are more delicate. a pilot with a couple of different devices, and let the field people give input on what they prefer. In the long run, I don’t think either approach has a hugely different cost model. The key is making sure employees will use it enough to get your money’s worth, and ROI for the project. If it is a klunky device they don’t like, that will never happen.