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How to reconnect field service workers

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The field service industry has always been an early technology adopter. TOM DEVROY, Senior Product Evangelist for Enterprise Service Management at IFS, identifies three technology-led developments set to disrupt field service.

The field service industry has always been one of the earliest adopters of new technologies, from the original PDAs to IoT-enabled devices. Now, a new generation of technology is uniquely positioned to transform the field service industry, promising to reduce costs and dramatically improve the quality of service organisations can offer. Tom DeVroy, Senior Product Evangelist for Enterprise Service Management at IFS, identifies three technology-led developments set to disrupt field service and discusses how flexible and modular resource planning infrastructure will help organisations reap substantial rewards.

Effective field service is about proactively managing your workforce and inventory in order to meet the constantly sliding scale of customer expectations. As a result, field service organisations are constantly looking to improve on the key metrics to better serve customers: first-time fix rate (FTF), mean time to service (MTTS) and mean time to repair (MTTR).

Three new technology driven developments are establishing themselves in the market, with the potential to dramatically impact these field service metrics to benefit both the customer and service provider:

·         Advanced mobility: augmented reality, instant messaging platforms and native apps

·         Predictive analytics enabling prescriptive maintenance

·         Optimised scheduling and demand forecasting in an IoT world

First: Beyond mobility: augmented reality, instant messaging and native apps

A mobile workforce needs a mobile-driven field service strategy. In a recent study on mobility, performance and engagement, 60% of employees said mobile technology makes them more productive in the workplace. But field service organisations are now moving beyond simple mobility, looking for more intelligence and flexibility from their mobile computing platform in order to take full advantage of next generation devices.

Native apps are a key part of this – allowing engineers to receive instant updates, access repair information or collaborate with product experts without leaving the job site. Instant messaging platforms such as Slack and WeChat are also allowing field service engineers to keep connected, with more information and collaboration supported on their mobile device. Engineers are able to contact other colleagues for assistance in real-time – reducing the need to return to base for assistance.

Seeing is believing

ABI Research shows augmented reality is on the rise, and Gartner predicts businesses will purchase 53 million tablets by 2016. There are instant benefits for field service engineers. Mobile solutions now allow engineers to receive real-time feedback and expertise while on the job, enabling repairs to be completed more quickly and efficiently. An IFS partner, XMReality, is already working on pioneering augmented reality projects like this.

With this remote guidance, a support technician is able to watch and guide the engineer through every step of the repair without having to leave base. Using smartglasses, engineers are able to see a real-time and interactive demonstration of the repair job right in front of their eyes. These skills can be leveraged anywhere and anytime with the capability of modern mobile technology – drastically improving FTF.

Second: Beyond business analytics: predict and prescribe maintenance

The rise of IoT sensors and integrated technology on equipment is also enabling more efficient field service. Instead of scheduling maintenance when a fault is recorded, predictive analytics and the remote monitoring of equipment through IoT means faults can be detected before they become a problem.

Combined with business intelligence to make sense of the big data being captured through IoT, predictive analytics can be used to find actionable data to inform business decisions. Enabling service organisations to be proactive in regards to equipment performance, means moving away from calendar-based scheduling and towards predictive maintenance.

IFS has a predictive maintenance capability embedded in its field service applications, allowing better allocation of an engineer’s time. With sensors deployed on the factory floor, service organisations can monitor vibration analysis of bearings and predict when machine parts will start to degrade, then schedule maintenance proactively.

Field service solutions should be able to find and collect patterns of data from past actions and use this information to create generic rules to highlight how processes and services can be improved in the future – delivering new insight into operational efficiency.

Mobile devices are now able to run intelligent diagnostics and capture potential problems. Based on the diagnostic output, the mobile device is able to recommend a maintenance plan and the various tasks needed to be performed, before the engineer gets on site. This technology is going one step further than just predicting when faults will occur, and will prescribe which action needs to be taken in order to fully maintain that asset.

Prescriptive maintenance will take into account budget, time and other constraints and provide an optimal order of actions and the work orders to fully maintain that equipment – all in a matter of seconds.

Third: Staying ahead of schedule

First-time fix rates are an important KPI for field service organisations, but recent Blumberg research shows that the industry average for first-time fixes was under 80%, meaning 20% of jobs require additional follow-ups. Inefficient scheduling results in a lower first time fix rate and longer time to final resolution, as unqualified engineers can be sent and the necessary equipment may be unavailable.

Although not a new technology, schedule optimisation is a foundation on which new technologies can thrive. By combining scheduling with data from IoT devices, the next generation of schedule optimisation tools go much further and help to forecast field service demand, SLAs and potential resource needs – all in real-time.

IoT-enabled sensors can trigger actions when an event changes, and automatically re-schedule jobs around this. This combination allows field service organisations to improve FTF, MTTS and MTTR by consistently scheduling the right engineer for the right job, at the right time.

Don’t get left behind

These new technologies are going to bring serious benefits to field service organisations because they are so tightly integrated with delivering improved customer service and improved bottom lines.

In what is a dynamic and changing market – with tech-savvy customers demanding higher and higher levels of service – it is vital for organisations to be able to implement these cutting edge technologies.

The new breed of enterprise solutions takes away the risk

Traditional field service management solutions are simply too cumbersome and inflexible to enable field service organisations to reap the benefits. To quickly benefit from these latest advances, organisations need the backing of a new generation of flexible, agile enterprise solutions.

Traditional enterprise solutions can take months or years to simply implement, let alone adapt to an entirely new technology. The new breed of modular enterprise solutions are designed to remove the time and pain of modifying existing processes, and instead maximise the opportunities of new technology. These agile systems negate the need to fully customise legacy systems – a costly and timely process – and are enabling organisations to quickly adopt new technology, without the risk of losing out on a competitive edge.

These disruptive technologies and the digital transformation they require offer benefits that resonate throughout the whole service organisation – from the top-down. Strategic planners have real-time visibility to plan tasks and schedule the workforce in an industry with many unknown elements, from customer unpredictability to traffic, and even the weather.

This, in turn, directly empowers technicians, providing them with the right tools and information at their fingertips to better perform their job. But ultimately the most important stakeholder reaps the benefits – the customer receives the best possible level of service.

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Naspers feeds into Latin America’s tech funding

Movile will get $400m funding from the SA-based technology investment giant for iFood expansion.

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Movile is to receive US$500-million in funding for iFood in the largest tech funding in Latin America to date. Naspers and Innova Capital have committed to invest $400m of new capital into Movile to use for further investment in iFood, the leading online food delivery platform in Latin America, of which Movile is a majority shareholder.  

Movile and Just Eat have already invested $100m in iFood during 2018. iFood’s extraordinary growth and the vast market opportunity in Brazil and more broadly in Latin America has driven the increased investment commitment. 

iFood’s monthly orders in Brazil have fed more than 9 million customers in the past twelve months, 16 times the nearest online competitor, in terms of daily active users. This means its partner restaurants are serving the biggest population of consumers ordering food in Latin America. iFood has 50 000 restaurant partners and uses 120 000 couriers. 

The increased investment commitment from Naspers, Innova and Movile is expected to accelerate growth, speed up product development and innovation, and fuel geographical expansion for iFood across the region. The company’s vision is to gain deeper knowledge of consumers through artificial intelligence technology, to personalise the food delivery experience – and at a reduced price, because of improved logistics. 

“Movile is very fortunate to have long-term investors who have supported us for the past decade to help achieve our goal of transforming the lives of more than one billion people and thus we are able to continually back iFood to ensure it remains the market leader,” said Fabricio Bloisi, Movile CEO. 

“Our entire ecosystem of companies is focused on allocating resources and energy towards our one billion people goal. iFood is leading the way, fueling unprecedented growth through its innovative technology platform, providing consumers, couriers and restaurants with the best experience in food ordering and delivery.”  

Larry Illg, CEO of Naspers Ventures, said: “iFood has established itself as a technology leader in Latin America and its success stacks up with some of the most innovative food companies that are leading regions in North America, Europe and Asia.  We have been impressed by their execution in Brazil and remain committed to backing the company on its path to transform the entire food chain to better serve consumers.” 

Online food delivery is experiencing massive expansion globally. According to latest reported results, Grubhub grew daily average orders 39% year-on-year, reaching over 416 000 orders per day. In Latin America, iFood has reached 390 000 orders per day just in Brazil in the last week of October, compared with 183 000 in October 2017, representing 109% growth.

iFood CEO Carlos Moyses said: “We want our consumers to have an amazing delivery experience from the moment they order their food to the moment it arrives. Our partners – the restaurants and delivery fleet – make that happen by living our purpose of improving people’s lives using our services.

“iFood exists for our customers and, with an increased investment commitment of this size, we will be able to build out our state of the art technology platform, and increase our courier and restaurant partners to even better serve our current and future customers in Latin America.”

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Hide your sheep, Spyro is reigniting

Spyro, the iconic purple dragon that entertained living rooms worldwide in the late ‘90s, is making a return with the release of Spyro Reignited Trilogy.

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Spyro Reignited Trilogy introduces players to a fully remastered game collection with a re-imagined cast of characters, animations, environments, new lighting and recreated cinematics—all inHD.  Now fans can explore more than 100 lush environments filled with new detail, that brings the Dragon Realms and Avalar to life . The trilogy is available for PlayStation 4, PlayStation 4 Pro and the family of Xbox One devices from Microsoft, including the Xbox One X.

South African distributors Megarom provided the followjng information:

In Spyro Reignited Trilogy, lead developer Toys For Bob is giving fans an all scaled-up version of the original three Spyro games that started it all, Spyro the Dragon, Spyro 2: Ripto’s Rage! and Spyro: Year of the Dragon, but with a modern-day feel that makes it fresh and fun for today’s player. Adding to the fun, voice actor Tom Kenny is returning to the franchise as the voice of Spyro in all three remastered games. Longtime fans will be treated to Toys For Bob’s reimagined version of the classic soundtracks, in addition to an all-new title-screen theme from original soundtrack composer Stewart Copeland.

Additionally, the new game brings an in-game audio feature that allows players to switch between the original and the newly remastered soundtracks, for those who want a more classic gameplay experience. Players can simply fly in to the “options menu” at any time during gameplay, unleash their preferred nostalgic or scaled-up groove, and glide right back into the Spyro action without losing saved data.

“It’s been a real pleasure to bring back one of most iconic video game characters of all time through the Spyro Reignited Trilogy,” said Paul Yan, Co-Studio Head at Toys For Bob. “We’ve poured everything we’ve got into making sure every detail was done right to deliver a great Spyro experience for fans. We hope players will have as much fun revisiting the Spyro world and characters as we did remastering them.”

In the road up to the official release of Spyro Reignited Trilogy, Activision Publishing, Inc., a wholly owned subsidiary of Activision Blizzard, created a first-of-its-kind, life-sized, fire-breathing and talking Spyro Dragon drone. The drone took off from “Stone Hill” castle near New York City, spreading his wings across the U.S. to explore the cities and iconic landscapes that resemble levels and themes from the original Spyro games. As part of the tour, the Spyro drone chased sheep, fired up some BBQ and delivered an early copy of Spyro Reignited Trilogy to fellow O.G. and entertainment icon, Snoop Dogg. Highlights from the Spyro drone’s delivery to Snoop Dogg can be found here.

“Fans have been asking Activision to bring Spyro back for some time now. The response to Spyro Reignited Trilogy has been great thus far, and we’re absolutely thrilled that we’re able to continue to reimagine and reinvigorate some of the most iconic videogames and characters of all time with our remastered experiences,” said Steve Young, Chief Revenue Officer at Activision. “With this year being the 20th anniversary of Spyro, there’s no better time to pay homage to everyone’s favorite purple dragon.”

The Spyro community is invited to geek out and elevate their fandom even further through the elite global partnerships from the Activision Blizzard Consumer Products Group (ABCPG). Collaborations with Funko, Traly Pins, Exquisite Gaming, KidRobot, USAopoly, Trends International, Rubber Road, and Changes have created new avenues for fans to share their love for the return of Spyro, the original roast master. Spyro consumer products across apparel, collectibles, figurines and more are now available at retailers worldwide. Fans can also take advantage of the GameStop exclusive Spyro TOTAKU Collection.

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