FIELD SERVICENEWS Issue #12 fieldservicenews.com May/June 2016 Banging the drum Software | Apps | Hardware | Fleet Operations | Logistics | Technology | Management | Resources fieldservicenews.com Leader SolarvistaTM LIVE/X9 Cloud Field Service Software & Mobile Apps Banging the drum... can certainly see evolving rapidly. You can find my review of the RP1600 on page 36. And if new technology launches are the drums being banged, then it is also important to note that there have been a number of new band leaders coming to the fore lately to. Perhaps the highest profile of these is the new CEO at industry stalwarts ClickSoftware. Following the sale of the company to Californian private equity firm Francisco Partners, Tom Heiser has been appointed and in his own words one of his first tasks is to start ‘banging the drum’ a bit more about the innovations his R&D team are developing. Another new CEO on the block is Chris Proctor of OneServe who has had a meteoric rise through the Exeter based company within the last year. Proctor also sees the need to raise the bar in terms of shouting about the Exeter based companies successes, and is not afraid to call out his competitors (as he did back in Field Service News back in November last year). See us “We can’t talk about new developments from solution providers s the field service conference season enters full swing there have been with out mentioning Microsoft who have arrived firmly back within at stand M1500 at Runs on every device type. plenty of solution providers banging the drum of late... And our mobile apps work offline too. A the field service sector with all the swagger of the Rolling Stones Service Management Expo, Protection & Indeed, the list of field service solution providers at Field Service USA held announcing yet another world tour...” Management Series, in Palm Springs a month ago was a certifiable who’s who of the industry, and 21-23 JuneLondon. @ ExCeL alongside what was a truly fantastic three days of education, there were a In this issue we’ve exclusive interviews with both Proctor (page 18) and number of big announcements from some of the industry’s key players. Heiser (page 40) as well as another new face to field service Rei Kasai who Cloud software-as-a-service. recently joined ServiceMax from SAP and spoke to us about what exactly That’s right... you don’t need any server stuff. ClickSoftware announced a new solution that takes advantage of some Service Performance Metrics means (page 32). pretty slick artificial intelligence algorithms, Trimble Field Service Management introduced an entire new end-to-end FSM suite called Of course, we can’t talk about new developments from solution providers Pulse whilst ServiceMax announced a very interesting tool called Service with out mentioning Microsoft who with their purchase of FieldOne and it’s Performance Metrics that brings together analytics and best-practices in a subsequent recent re-brand to Field Service have arrived firmly back within Simple all-inclusive pricing. highly innovative solution. the field service sector with all the swagger of the Rolling Stones announcing One fee. Nothing else. Upgrades for life.* a new world tour. Then there were the new kids on the block such as Help Lightning, whose ‘mobile merged reality’ solution we’ve championed in Field Service News Like the Rolling Stones, Microsoft having been around seemingly forever, previously as a great use of an emerging technology that could have a truly yet they still have it in them to mix it with the very best. By incorporating disruptive impact on the industry. FieldOne into their wider Dynamics platform, the software giant have put Editions to suit everyone. together a very attractive solution and I spoke to Carsten Groth about Choose what you need starting from £15 per user.** Another honourable mention should also go to Co-Tap whose collaboration Microsoft’s plans for Field Service which you can read on page 50. tool is perfectly set to help empower knowledge sharing and intra-engineer collaboration, a perfect tool for the emerging millennial workforce. With so much development and innovation in the sector it is truly an exciting time, and such fierce competition amongst field service solution providers is Not to be out done by their software counterparts, there has been plenty not only indicative of the growing importance of service within industry, but of innovation coming from the hardware side of the industry of late as well. also can only be a good thing for practitioners when it comes to finding the Getac have announced the launch of the next-gen S400, a fully rugged laptop right solution for them. Visit solarvista.com, email us at [email protected] that has the footprint of a regular business notebook, whilst the Toughbook or call our Customer Success Advisors now at +44(0)114 221 1000 20 (which Field Service News first reported as being in development back Bang on. for more information. in March last year) is the world’s first fully rugged detachable and has been picking up some very positive comments since it became available at the beginning of the year. Another impressive looking piece of kit is Gen2Wave’s RP1600 which I got * Remote training included (professional services extra) my hands on this month. The RP1600 sits in the relative embryonic niche ** Per mobile user per month, desktop users start at £29 per user per month based upon Essentials Edition, annual contract between rugged smartphone and handheld computer - a form factor that I p3 solarvista.com @solarvista solarvista-software \solarvista +Solarvista fieldservicenews.com Contents Contents: News: Getac unveils next-generation S400 notebook page 6 Industry tools developing at breakneck speed... page 8 Pentalver cuts fuel spend by more than £50,000 by improving driver behaviour page 10 Coffee in the Cloud page 10 Your Field Service Iot service insights are re-shaping product design page 12 ClickSoftware experts release new book page 13 Management Software Solution! Features: Monetizing digitisation: start with the customer experience and work back page 14 Selling maintenance agreements and professional services – It’s probably much easier than you think! page 16 Hidden in plain sight... page 18 Schedule a Real-time field service should not be an afterthought for SMBs page 21 Demo Rugged Decoded: Touch-screens page 22 Case Study: Transforming service with the latest field service technology page 25 Today! 9 reasons why millennials are a perfect fit for field service... page 26 Servitization: Are we Set for the next shift forward? page 28 It’s time to move your focus to the field... page 31 www.servicepower.com/demo One step beyond... page 32 Empowering field service engineers through mobile technology page 35 Hands On: Gen2Wave RP1600 rugged smartphone page 36 Full Schedule NEXUS FSTM Advanced Business Dispatch and The elusive Return on Investment page 39 Optimization, Mobile Dispatch with Intelligence and Claims with Time to start banging the drum.... page 40 Nurturing your top talent... page 44 Including End-to-End Field Predictive 3rd Party Scheduling: Integrated or standalone? page 46 On-Demand Options Service Management Simulations Management Technicians, customers, spare parts and profits: how strong are the links in your supply chain? page 48 Customer centric software solutions page 50 Risk or Revolution: Rise of The Machines page 53 The Big Discussion: Fleet Management page 54 Intimus International transforming their field service operation... page 56 The need for a flexible approach to scheduling page 57 Don’t give me more, give me actionable data page 58 Recent Awards Hidden in plain sight: p18 Rugged decoded: p22 Customer centric solutions: p50 Advisory Panel Named Company of the Year Top 20 Enterprise Mobility Top 10 Workforce 50 Most Promising Bill Pollock, President Strategies for GrowthSM, | Nick Frank, Managing Partner, Si2 | (WFM Technology) Solution Providers - 2015 List Management Provider - 2015 List Utilities Technology Prof. Andy Neely, Director Cambridge Service Alliance | Alistair Clifford-Jones, CEO Leadent Soltuions Solution Providers - 2015 List Tim Jones, Northern Europe Service Manager, Waters | Ian Mapp, Director, Wyser Stewart Contact Field Service News: [email protected] | [email protected] | [email protected] www.servicepower.com d Petersgate House, St Petersgate, Stockport, SK1 1HE Mail: 95 Hicks Avenue | Greenford | London | UB6 8HB |Phone: +44 (0) 208 133 1927 1927 Phone: + 44 (0)161 476 2277 t Field Service News is a 1927 Media Ltd publication. Some expert views are placed on a paid for basis Media l p4 fieldservicenews.com News Getac unveils next- generation S400 notebook Getac’s new-generation S400 series notebook has the footprint of a business notebook, the features of a full-rugged device and incorporates Intel’s latest Skylake micro-architecture to boost performance... etac’s new-generation S400 series notebook compared with the Broadwell series it replaces. an optional SSD drive. The 11.1-volt 4200 mAh Ghas the footprint of a business notebook, the battery should last a full day, but the S410 also features of a full-rugged device and incorporates Windows 10 operating system is standard.The comes with Getac’s optional a hot-swappable Intel’s latest Skylake micro-architecture to boost S410 incorporates Getac’s newest proprietary battery feature with a light indicator to flag to performance. composite materials to enhance ruggedness. users if there’s enough power left for the main battery to be switched. Rugged computer manufacturer Getac has It has a splash-proof keyboard; rugged I/O unveiled the first model in its next-generation door; flexible and durable handle and rubber There’s also a range of in-vehicle docking S400 series semi- rugged laptop, the Getac S410.