The Customer Service Journal

Knowledge for the World of Customer Service & Support

Volume 5 October 2019

ISSN: 2374-9296

Field Service News & Commentary

 

We have added a new section: Vendor Observations and News

 

 

Tim Baines, Professor Ashton Business School

Emerald Publishing


What is servitization of manufacturing? A quick introduction

 

According to Baines et al, the definition of servitization has coalesced as "a process of building revenue streams for manufacturers from services." Baines et al distinguish three levels of services that can be offered by manufacturers:

  • Base services – goods and spare parts
  • Intermediates services – product repairs, maintenance, overhauls, helpdesks, training, condition monitoring
  • Advanced services – customer support agreements, outcome contracts

 

Examples of companies delivering advanced services include Rolls-Royce, Caterpillar, Alstom, MAN, and Xerox.

 

Benefits of the servitization business model

The potential benefits of competing through advanced services are being documented by researchers. According to Baines et al, these include:

 

  • Growth in revenue and profit
  • Improved responses to customer needs
  • Improved product innovation
  • The building of new revenue streams
  • Increasing customer loyalty
  • Setting higher barriers to competition

The potential to achieve such benefits is causing a growing number of manufacturers to explore the servitization business model, and especially advanced services. However, precisely how to deliver advanced services is a challenge for many companies.

 

 

To  access this article paste this link into your browser:

https://www.emeraldgrouppublishing.com/realworldresearch/strategy_growth/what-is-servitization-of-manufacturing.htm

 

Editor's Notes: Excellent article on the definition of Servitization with examples of how major enterprises have adopted the concept for their industries.

 

Vuforia

 


6 Steps for Augmented Reality Project Success

 

Companies like yours are already testing AR to drive digital transformation. What are you doing to keep pace?

 

Today’s AR solutions are affordable to implement and scale, but new technology and innovative ways of doing things are sometimes met with opposition.

 

Turn skeptics into advocates with this comprehensive set of guidelines on getting started with industrial AR.

 

Get your copy now to learn how you can:

• Identify the most compelling business case for AR.

• Generate quick visible wins using a phased implementation.

• Deliver the optimal frontline user experience.

• Save significant time and costs for your organization.

 

Deploying an industrial AR solution requires proper planning. Download the “Getting Started with AR” guide to make sure you get it right.

 

 

 

To  access this article paste this link into your browser:

http://app.demand.ptc.com/e/es.aspx?s=2826&e=3232095&elqTrackId=c346145430f045a9a4a8ab0ad69df3d1&src=View_Online&elq=b5e16c5fd84242469590e6455cdb4279&elqaid=34629&elqat=1

Editor's Notes: This is a white paper on successfully implementing Augmented Reality

9/26/19

Martechseries

Victoria Wilson

 


Customer Experience is Field Service’s Biggest Challenge. Here’s What You Can Do About It

 

Salesforce’s recent acquisition of Clicksoftware illuminates an important point: Customer relationships and field service have more in common than some may think. As competition becomes increasingly fierce, building relationships and delivering the best experience for your customers becomes a way to stand out in a crowded field. Technology has enabled a level of process and transaction transparency and convenience that the customer now expects.

 

According to a Getapp survey, more than half of field service businesses believe meeting customer expectations is their biggest challenge. High customer expectations have companies racing to implement the latest technologies and features. But while technology, like IoT and AI, can improve service levels, it’s not a one-size-fits-all solution. Here are the five steps your business can take to improve customer experience.

 

To  access this article paste this link into your browser:

https://martechseries.com/mts-insights/guest-authors/customer-experience-field-services-biggest-challenge-heres-can/

Editor's Notes: This article is all about getting back to basics.  But, it is a good refresher course.

9/30/19

Aquant

 


3D Systems Accelerates Service Team Performance With Service Intelligence Solution

 

For more than 30 years, 3D Systems has developed and delivered cutting-edge 3D printers. Recently, its customers have evolved from using 3D printing technology primarily for prototyping towards developing manufactured products for end users. As a result, providing exceptional service became even more critical.

 

"We had to dramatically change our services organization to keep pace with our customer's need for much quicker response time,” said Mark Hessinger, VP of Global Customer Services at 3D Systems.

 

EVOLVING TO MEET CUSTOMER DEMAND

 

Mark sought a technology partner to achieve three main goals:

 

Provide its global network of service pros better access to siloed information.

Implement tiered support so its specialists weren't spending precious hours resolving issues that could be handled by junior staff.

Onboard new service techs quicker to get them out in the field solving complex service problems.

3D Systems turned to Aquant’s service intelligence platform to deliver data-driven insights to its service team, empowering them to perform better and solve issues faster.

 

 

To  access this article paste this link into your browser:

https://www.fieldtechnologiesonline.com/doc/d-systems-accelerates-service-team-performance-with-service-intelligence-solution-0001?vm_tId=2161191&user=065c3b8e-18dd-40aa-a90e-6b9f717abf49&vm_alias=3D%20Systems%20Accelerates%20Service%20Team%20Performance%20With%26amp;%23160;Service%20Intelligence%20Solution&utm_source=mkt_ISWIR&utm_medium=email&utm_campaign=ISWIR_09-30-2019&utm_term=065c3b8e-18dd-40aa-a90e-6b9f717abf49&utm_content=3D%20Systems%20Accelerates%20Service%20Team%20Performance%20With%26amp;%23160;Service%20Intelligence%20Solution&mkt_tok=eyJpIjoiTkRRME16VTFOakUxT1RBMSIsInQiOiJjYW1DS0FFRWZcL0M0MW1zN2hxd0tuMzBUS25DSVZFalRSMXRRMXdHZ2FsQ2RMTFRLczMwR2l2OTdhbko2YWRFZzVpNkplVmt5dkNhNG5FdFVzbFpVWjRZV3VjZ0IrdFJwa296cGdIcGFwWU5tRlA4eHMwa0NpV2VQQnFZazdhbUgifQ%3D%3D

Editor's Notes: 3D Systems attributes a 62% reduction in parts usage and a 39% decrease in repeat visits using a service intelligence platform.

10/3/19

Informa - Channel Futures

 


The MSP’s Guide to Field Service

 

The evolving field service landscape presents significant opportunities and challenges for management.

 

Looking for new ways to expand service offerings is critical for MSPs that are trying to stay ahead but doing so using a traditional workforce can be time and cost-consuming.

 

Business’s needs, worker preferences, and new technology and tools all play into the shift from the traditional work landscape to freelancers, gig-workers, and independent contractors.

 

This eBook will explore what’s caused the move from independent to contingent workers, how contingent field service labor can benefit and grow your MSP, and how to increase field service work order efficiency.

 

 

To  access this article paste this link into your browser:

https://www.channelfutures.com/content-resources/the-msps-guide-to-field-service

Editor's Notes: An eBook from Channel Futures from Field Nation.  Field Nation specializes in helping companies manage a contingent work force.

10/3/19

Informa - Channel Futures

 


Why the Field Service Landscape is Changing

 

This informational 15-page eBook contains in-depth exploration and expert views on:

 

The changing landscape of field service

How to build a modern field service workforce

Technology’s role in blended workforce management

 

 

To  access this article paste this link into your browser:

https://www.channelfutures.com/content-resources/why-the-field-service-landscape-is-changing

Editor's Notes: You can download the ebook using the link

Vendor Observations and News

9/26/19

Turbo Systems
Press Release

 


Turbo Systems Plug and Play Platform Now Available on Amazon Web Services Marketplace

 

PLEASANTON, Calif., Sept. 26, 2019 (GLOBE NEWSWIRE) -- Turbo Systems today announced that its cloud-based “Plug and Play” platform for the rapid creation and deployment of Field Service mobile applications is now available on the Amazon Web Services (AWS) Marketplace. Turbo, on AWS, enables field service organizations to connect to over 140 business and IT data sources to instantly create tailor-made Field Service experiences for their business in days, not months, at scale.

 

"Field service organizations must seek to elevate the customer experience delivered by their mobile field workforce,” said Hari Subramanian, Turbo Systems Founder and CEO. “The best way to achieve this necessary goal is by aligning a company’s unique business processes with a mobile application built using an agile, flexible and cost-effective multi-experience business application platform like Turbo.”

 

Turbo's "drag and drop building block" functionality was created to allow both the business process owners and IT to work side by side to rapidly create Field Service apps in a safe and IT compliant environment.  With its feature-rich capabilities, such as forms, checklist, surveys, signature capture, inventory tracking, and maps, Turbo’s fast, flexible and affordable platform gives small, medium and enterprise organizations the opportunity to scale and align their field service teams directly to their business goals.

 

"We selected Turbo Systems because of their understanding, vision, and passion for the future of Field Service,” said Rodger Smelcer, Founder and Vice President of United Service Technologies. “With Turbo's intuitive platform, we can now deliver sophisticated apps that allow UST to innovate and embrace new technology enabling us to fulfill the promise of service excellence and customer focus on a continuous basis."

 

 

To  access this article paste this link into your browser:

https://www.globenewswire.com/news-release/2019/09/26/1921227/0/en/Turbo-Systems-Plug-and-Play-Platform-Now-Available-on-Amazon-Web-Services-Marketplace.html

Editor's Notes: Founded by very talented and former executives from ServiceMax, this is an exciting product well worth exploring.

10/03/19

Associated Press
Marc Tatarsky

 

FIELDAWARE SELECTED BY MASER CONSULTING TO ADVANCE ITS FIELD SERVICE

 

FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions, today announced that Maser Consulting, a multi-discipline consulting and engineering design firm, has fully deployed the latest FieldAware field service solution across its Survey discipline.

 

The FieldAware solution will replace a number of different business solutions Maser Consulting was previously using across its 33 offices nationwide to schedule and dispatch work to their engineers and surveyors. The FieldAware solution will enable streamlined and automated processes throughout the different regions that Maser Consulting operates across.

 

With over 35 years' experience, Maser Consulting projects cover the U.S., with the firm providing a comprehensive suite of design disciplines and an expert staff of over 850 professionals that include licensed engineers, planners, surveyors, landscape architects, and environmental scientists.

 

 

 

To  access this article paste this link into your browser:

https://www.cdapress.com/article/20191003/AP/310039979

10/03/19

Associated Press
Marc Tatarsky

 

FIELDAWARE SELECTED BY MASER CONSULTING TO ADVANCE ITS FIELD SERVICE

 

FieldAware, the leader in made-for-mobile, cloud-based field service automation solutions, today announced that Maser Consulting, a multi-discipline consulting and engineering design firm, has fully deployed the latest FieldAware field service solution across its Survey discipline.

 

The FieldAware solution will replace a number of different business solutions Maser Consulting was previously using across its 33 offices nationwide to schedule and dispatch work to their engineers and surveyors. The FieldAware solution will enable streamlined and automated processes throughout the different regions that Maser Consulting operates across.

 

With over 35 years' experience, Maser Consulting projects cover the U.S., with the firm providing a comprehensive suite of design disciplines and an expert staff of over 850 professionals that include licensed engineers, planners, surveyors, landscape architects, and environmental scientists.

 

To  access this article paste this link into your browser:

https://www.cdapress.com/article/20191003/AP/310039979

10/10/19

This Week in FM.com
Anne Alba-Chadan - translation by Cathryn Ellis

 

ServiceMax Wins Jury Award For Technology

 

ServiceMax, a provider of cloud-based software for service execution management has won the Jury Award at Les Mobility Awards 2019 in Paris for the company's ServiceMax Zinc product that connects technicians in real time with the people and information needed to quickly and accurately complete service calls.

 

The Jury Award (or Judge’s Choice Award) is not given every year and is only awarded when strongly supported by the judging panel. ServiceMax Zinc won this prestigious award in recognition of its technology innovation in addressing the mobility requirements of field service technicians.

 

To  access this article paste this link into your browser:

https://www.twinfm.com/article/putting-augmented-reality-into-the-maintenance-world

10/07/19

Devonshire Marketing

Valmet Selects ServiceMax To Become World Class Industrial Field Services Delivery Leader

 

7 October 2019, London, UK - Valmet Corporation, the leading global developer and supplier of technologies, automation and services for the pulp, paper and energy industries, has selected the ServiceMax Service Execution Management platform as one of its tools to achieve its strategic objective of becoming the world class frontrunner in field services for asset-intensive businesses.

 

As a 220-year-old business, Valmet’s clients operate complex, industrial machinery with expensive downtime consequences. The ServiceMax platform will ensure an accurate system of record on maintenance, parts and inspections of industrial assets, as well as meeting health and safety compliance and certifications for technicians, reducing lead time for reports and invoicing, providing complete service transparency and predicting end of life equipment.

 

Valmet operates in critical, complex work environments, providing maintenance and process supporting services, annual shutdowns and remote assistance for large industrial customers. Planned projects can take anywhere from a day to six months.

 

 

To  access this article paste this link into your browser:

https://pressreleases.responsesource.com/news/98512/valmet-selects-servicemax-to-become-world-class-industrial-field-services/

 

Editor's Notes: Important to note that this is a 19,000 Field Engineer global implementation.

10/08/19

IFS Press

IFS and Astea International Announce Definitive Agreement to Strengthen Global Leadership in Field Service

 

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market

London, United Kingdom and Horsham, Pennsylvania, October 8, 2019 – IFS, the global enterprise applications company, today announced it has signed a definitive agreement to purchase global software company Astea International (USOTC: ATEA). The transaction will enable the combined company to serve more customers in more markets, through a broader network of the best talent and partners in the industry.

IFS has driven significant organic growth of its field service software business, with license revenues increasing by 119%* YTD 2019. By combining with Astea, IFS will further expand its global footprint beyond its more than 10,000 customers worldwide, of which 8,000 are in service management. In 2020, IFS anticipates FSM license revenues to grow at more than 40%, approximately 80% of which are forecast to be recurring.

For years, IFS has provided customers in its focus industries solutions that can support a massive range of service management work, from highly complex field service operations, through to transactional field routing functions. By adding Astea to its already robust platform, the combined company will be in an even stronger position to take advantage of major industry trends like servitization to drive more value for customers in all focus industries.

With a similar heritage of rich customer and industry focus, and decades of market expertise, Astea serves midsize and large enterprise customers in Telecommunications, Controls & Instrumentation, Fire & Security, Medical Devices, Manufacturing, Industrial and Retail Equipment verticals. Astea’s customers include blue-chip global brands and Fortune 500 companies across the globe.

“Both organizations, our customers, partners and employees will benefit from our collective domain expertise,” commented IFS CEO Darren Roos. “Astea CEO Zack Bergreen and his team have built a well-recognized FSM player with fantastic blue-chip customers, highly talented employees and a sophisticated product offering. With this acquisition, we will build the most attractive FSM offering in the industry today to push ourselves to do more for our customers.” Roos concluded by saying, “When it comes to customer value, this combination is absolutely greater than the sum of its parts.”

Zack Bergreen, CEO and Founder of Astea noted, “We’ve long admired IFS’s growth and global scale and know that they share our customer-centric approach to Field Service Management. I am grateful for the commitment our employees have demonstrated, which has enabled today’s transformative announcement.” He added, “As I’ve gotten to know Darren and his management team during this process, I can say I’m looking forward to working with the entire IFS organization to offer our customers the best Field Service Management solutions on the market.”

IFS’s recognition in Field Service Management has been validated by global research firms like Gartner, who has consistently placed IFS in the Leader Quadrant of its Magic Quadrant for Field Service Management Software since 2014. Astea is among the few vendors in market who has secured recognition from Gartner for its strong product capabilities and loyal base of global players.

The transaction has been unanimously approved by Astea International’s Board of Directors. The transaction is subject to the approval of Astea’s shareholders, including Astea’s controlling shareholder, the CEO and Founder, who, along with the CFO, has signed a voting agreement in support of the transaction. The transaction is expected to close in Q4 2019.

 

Editor's Notes: Full press release can be found at Astea or IFS  web sites

 

 

 

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