mobile monday switzerland #38 - tsia presentation on the connected technician
DESCRIPTION
“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.TRANSCRIPT
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TSIA Session “The Connected Technician: The Future
of Field Services.”
Markus SchwarzManaging Director (EMEA) TSIA
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TSIA Research Activities
Specialized Studies
Service Line Benchmarking
Public DataThe
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
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B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship
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The Great Divide
ProductFocused
OutcomeFocused
CUSTOMERSSUPPLIERS
Much of Future Supplier Growth andDifferentiation Will Be
Determined In This White Space
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What Do Manufacturers Like To Do?
• Make.• Sell.• Ship.
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TRADITIONAL LEVEL 1 AND LEVEL 2 MARKETS:
Market Opportunity
Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:
LEVEL 1SUPPLIER
LEVEL 2SUPPLIER
LEVEL 3SUPPLIER
LEVEL 4SUPPLIER
Supplier Operating Model
ProductFocused
OutcomeFocused
Great Product
Great Product
ProductAttached Services
ProductAttached Services
MARKET OPP
Make.Sell.Ship.
Service.+
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Let‘s talk about …..
High
The Cloud
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The cloud could either…….
High
Accelerate the Commoditization
of Tech
Finally Deliverthe Full Potential
of Tech
?
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Out of Level 1 Grew A Critical, Tacit Agreement
Supplier Model: OUTCOME PROVIDER
Customer Responsible ZoneSupplier
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.
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Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:
B4B Operating Model Construct
OptimalROI
EaseBest Product,
Fair PriceFast and Sure
Availability
Standard,Reliable Product
Implementation and Maintenance
Services
Tailored Product
Adoption Services
Connected Product
+ +
LEVEL 1SUPPLIER
LEVEL 2SUPPLIER
LEVEL 3SUPPLIER
LEVEL 4SUPPLIER
Supplier Operating Model
ProductFocused
OutcomeFocused
Operate (Managed) Services
Value to the Customer
+
Outcomeas-a-
Service
Supplier Offer Power
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AS MARKET DEMAND SHIFTS TO LEVELS 3 AND 4:
Option 1: Do Nothing
Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:
LEVEL 1SUPPLIER
LEVEL 2SUPPLIER
LEVEL 3SUPPLIER
LEVEL 4SUPPLIER
Supplier Operating Model
ProductFocused
OutcomeFocused
Great Product
Great Product
ProductAttached Services
ProductAttached Services
SUPPLIER
MARKET OPP
Great Product
ProductAttached Services
Great Product
ProductAttached Services
MARKET OPP
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AS MARKET DEMAND SHIFTS TO LEVEL 3 and LEVEL 4:
Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:
LEVEL 1SUPPLIER
LEVEL 2SUPPLIER
LEVEL 3SUPPLIER
LEVEL 4SUPPLIER
Supplier Operating Model
ProductFocused
OutcomeFocused
Great Product
Great Product
ProductAttached Services
ProductAttached Services
SUPPLIER
MARKET OPP
Great Product
ProductAttached Services
MARKET OPP
Operate and Adopt Services
Outcome as a Services
Operate and Adopt Services
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Emerging Trends in Field ServiceThe Connected Technician
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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
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Polling Question: TSIA FS Membership
Custo
mer
issu
es
Custo
mer
hist
ory
Spare
par
ts in
vent
ory i
nfo
Map
s/dire
ction
s
Produ
ct pa
tches
/upd
ates
Produ
ct po
rtfol
io
Custo
mer
cont
ract
rene
wal in
fo
Top n
ew fe
atur
es
Curre
nt sa
les a
ctivit
ies
0%
20%
40%
60%
80%
100%
120%
88%
63% 63%50%
38%31% 31%
25%
6%
96%
53%39%
59%
29% 31%20%
4%
22%
% of Companies that provide mobile access for:
FS BM Webinar
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Evolution of Knowledge Management
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The Third Wave of Knowledge Management: Enterprise CollaborationReal-Time Collaboration Fills Gap Left by Existing Knowledge Solutions
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Field Services Driving Adoption
Source: 2014 TSIA FS Benchmark Survey
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Field Services Supporting Sales
Source: 2014 TSIA FS Benchmark Survey
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Mobility and Knowledge Management
Source: 2014 TSIA FS Benchmark Survey
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What Do Field Service Customers Want?
Timely Service Tech Knows My History
Knowledgeable Technician
First Time Fix
Timely, Accurate BillingNo Callbacks
The Connected Technician
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Thank You!
Markus SchwarzManaging Director EMEA Technology Services Industry AssociationPhone: +49 160 532 82 60e-mail: [email protected]: www.tsia.com
Q&A
Ready for the Trans-formation to B4B
AnalysisBusiness CaseRoadmap
Look into the mirror Excellence in Service
Business- and
Service-Trends
Service Sales
Diagnostic
Operational Excellence Diagnostic
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The Connected Technician
Mobility: Enabling a Successful Transition to a B4B World
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Mobility Impacts Field Service in Multiple Dimensions
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
Benefits Derived from Mobility Deployment
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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 . . .
Pot
entia
l to
DA
ZZ
LE C
usto
mer
s
UnassistedSupport
AssistedSupport
(Phone, Email, Chat)
Field Service(In-Person,
On-Site)
LOW
HIGH
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The Connected Technician - Video / Wearables:
The convergence of technological advancements and business need.
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Polling QuestionOn 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)
1 52 3 4Not on the
RadarCurrently
ImplementingPilot UnderwayProposals DevelopedHave Heard
About it
1 2 3 4 50%5%
10%15%20%25%30%35%40%45%
29%
40%
17%13%
2%
Level of Wearables Engagement
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Wearables: Convergence of 3 Major Technological Advancements
Miniaturization Analytics Everywhere
Wireless Networks
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Wearable Electronics
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Wearables: Aging Workforce and Skills Gap
2014 Manpower: I
ncreasing demand pushes te
chnicians
to # 3 most diffi
cult job to fil
l, after sk
illed tra
des and engineers.
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Do you have the bench strength when the Baby Boomers go?
Increasing Training / Cross Training
Developing Succession Planning
Hiring Retired Employees as Temp Workers
Offering Flexible Work Arrangements
Offering Part Time Positions to Attract Older Workers
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Actions Taken by Organizations to Prepare for Retiring Baby Boomers
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Wearables: The Capture and Dissemination of Knowledge
TheProblem
TheSolution
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Video clip
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Evolution of Knowledge Management
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The Third Wave of Knowledge Management: Enterprise CollaborationReal-Time Collaboration Fills Gap Left by Existing Knowledge Solutions
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Traditional Knowledge Approaches Leave Gaps
Days0
5
10
15
20
25
30
24
How many days on av-erage does it take to publish a new knowl-
edge article?
Hit Rate0.0%5.0%
10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0% 42.6%
What percent of incidents are closed to an existing
KB article?
* Highest reported Hit Rate in the survey was 80%
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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
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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
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TSIAMake Your Services Remarkable.
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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
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Each Discipline With Its Own…
Advisory Board
ResearchTeam
Research Agenda
ConferenceTrack
Benchmark Survey
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Membership Deliverables
CONFERENCES• Technology Services World • Technology Services
Europe
BENCHMARKING• Comprehensive coverage o
f support services performance
• Flexible participation process
• Participants receive a custom report and formal review
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 TSI
A 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 membe
r webinars• Available live or on-
demand
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39W W W . T S I A . C O M
TSIA Field Service MembershipGrowing Community of Field Service Leaders
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Thank You!
Markus SchwarzManaging Director EMEA Technology Services Industry AssociationPhone: +49 160 532 82 60e-mail: [email protected]: www.tsia.com
Q&A
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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
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
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Field Service:Creating a Professional Image
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Field Service:Creating a Professional Image
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ServiceMax Mobile for iPad
• 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
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FieldAware – Made for MobileFieldAware 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
Click icon to insert screenshot
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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