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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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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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Five key biometric facts

Due to their uniqueness, fingerprints are being used more and more to quickly identify and ensure the security of customers. CLAUDE LANGLEY, Regional Sales Manager, for Africa at HID Global Biometrics, outlines five facts about the technology.

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How many times in a day are you expected to identify yourself? From when you arrive at work you are required to sign in, visiting your bank, receiving healthcare services… The list is endless. When a system knows who you are, you are able to do any number common, everyday activities. Your identity is unique and precious. It is also easily stolen and the target of many hackers across the globe. Technology is constantly evolving alongside the criminal element, always looking for ways to protect data and identity. One such solution happens to be biometrics and it is rapidly gaining traction in our increasingly complex modern world.

Reliable, secure and fundamentally YOU, unique biometric traits such as fingerprints are being used by banks, enterprises and consumers to verify identity. Biometric solutions offer significant identity protection because they use unique biological details to ensure an account is only accessed by the account holder, a door only opened by the owner. Here are five things that are little known about this technology…

  • The uncut identity. Your fingerprint is unique to you. Nobody can use a copy of it to impersonate you. Good technology is capable of scanning down into the layers of the fingertip to differentiate unique elements of a person’s fingerprint, this data is then encrypted and used as a key to unlocking whichever physical or virtual door that the biometric system protects.
  • The living proof. No, there is nothing to the stories of fingerprints being used without their owner’s knowledge or permission. Biometric solutions can use specific variables to determine if the finger used to access the system is that of a present, living person.  A copy or a fake cannot be used to access a cutting-edge biometric solution.
  • Easy and convenient. Queues and documents and paperwork may well be a thing of the past should biometrics take a firmer grip of government and banking systems. The process of registering is easy, and access to identity documents and records is yours alone.
  • Security blanket. A thousand passwords and a hundred post-it notes stuck on walls and drawers.  An excel file with a list of sites and applications and their corresponding passwords, all a thing of the past.  Nobody needs to remember their password with biometrics, they only need to show up.
  • Anywhere is cool. Schools, airports, networks, offices, homes, toilets, banks, libraries, governments, border controls, immigration services, call centres, hospitals and even clubs and pubs – knowing “who” matters and biometrics can quickly and conveniently confirm your identity where needed.

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