A Connected World 2016

A CONNECTED WORLD Field Service Insight Report 2016

Introduction Contents Introduction Connected Operations 02 Connected Customers I am pleased to introduce our latest insight “With our own insight and real life and how to balance the cost of and how to drive efficiency delivery with service excellence 14 report which takes a look at the connected examples, we’ve put together this Insight world of field service management and how through the entire organization organizations are using connectivity to their Report to help with what to look out best advantage. for when developing your field service Connected Workforce 08 Connected Intelligence Having been amongst its earliest adopters, field service strategy, whether starting out on this and how mobility is changing and how organizations use analytics 18 organizations are well aware of the role that connectivity service delivery to enable field service excellence has in their everyday operations. By the nature of field journey or at an advanced stage.” service a wide range of elements come into play and the difference between what makes a great working The field service market continues to thrive and I day or a poor one, are all too often to do with how these am excited about what Trimble is doing and the components are connected. opportunities that are in front of us. Thank you for your interest in this report. John Cameron General Manager, Trimble Field Service Management 01 JOHN CAMERON GENERAL MANAGER, TRIMBLE FIELD SERVICE MANAGEMENT TRANSFORMING THE WAY THE WORLD WORKS 3

Introduction Contents Introduction Connected Operations 02 Connected Customers I am pleased to introduce our latest insight “With our own insight and real life and how to balance the cost of and how to drive efficiency delivery with service excellence 14 report which takes a look at the connected examples, we’ve put together this Insight world of field service management and how through the entire organization organizations are using connectivity to their Report to help with what to look out best advantage. for when developing your field service Connected Workforce 08 Connected Intelligence Having been amongst its earliest adopters, field service strategy, whether starting out on this and how mobility is changing and how organizations use analytics 18 organizations are well aware of the role that connectivity service delivery to enable field service excellence has in their everyday operations. By the nature of field journey or at an advanced stage.” service a wide range of elements come into play and the difference between what makes a great working The field service market continues to thrive and I day or a poor one, are all too often to do with how these am excited about what Trimble is doing and the components are connected. opportunities that are in front of us. Thank you for your interest in this report. John Cameron General Manager, Trimble Field Service Management 01 JOHN CAMERON GENERAL MANAGER, TRIMBLE FIELD SERVICE MANAGEMENT TRANSFORMING THE WAY THE WORLD WORKS 3

Connected Operations Our research findings show that field service managers identify investment in technology as technology as technology as a priority for a priority for a priority for a priority for the business; the business; 67% stated they had or intended to carry out a large change program and when evaluating new technology, over half of respondents cited integration as one of the most important considerations. 02 The success of a field service organization hinges on getting all parts of the organization – the IT groups may be keen to leverage existing systems, but this the information needed to streamline and automate their back office, the mobile workforce, the fleet management and billing and finance – working approach might not meet the needs of the service delivery workflows and processes. together. Field service technologies have a critical role to play in connecting the many elements team. Solutions aligned with the finance and sales objectives Optimized service delivery requires that the service supply involved in the operations across the organization and we look at how the connected operation won’t support the needs of a service-centric team and this chain be connected. This then provides everyone in the link could look, not in the future but today. can lead to poorly aligned business processes. Enterprise with the information required to solve customer problems. Resource Planning (ERP) or Customer Relationship This connected service chain means being able to monitor “The service world is changing about as rapidly as the Organizations face a dilemma however, as where they have Management (CRM) systems don’t often align with the assets for faults, identify the right technician, schedule and technology leveraged to support it,” Aberdeen reports in made significant investment in legacy systems they then business goals of delivering service excellence. Service dispatch the required resources and direct them safely and its research paper The Mobile Technician: The Evolution of face the choice of trying to leverage the existing system or Technicians are highly skilled and their time is a valuable quickly to the proper location. By connecting all the links the Connection in 2015. Leading companies are leveraging implementing a new one. Field Service teams have unique resource that needs to be managed closely through in the chain organizations are able to deliver higher quality technology to set themselves apart from the competition. challenges that require highly focused applications and optimized end-to-end workflows. service while at the same time drive operational efficiency. Our own research findings show that field service managers historically field service managers turned to best of breed The information from existing systems needs to be identify investment in technology as a priority for the solutions. As such they may now operate with a disparate set assimilated and integration technology makes it easy for business; with 67 percent stating they had or intended to of systems, which can bring its own problems and can mean ERP and CRM systems to contribute data to the field service carry out a large change program and when evaluating new that where a business doesn’t get exactly what it wants, parts system. This data exchange provides the team with all technology, over half of respondents cited integration as one are patched together to provide a fix. of the most important considerations. TRANSFORMING THE WAY THE WORLD WORKS 5

Connected Operations Our research findings show that field service managers identify investment in technology as technology as technology as a priority for a priority for a priority for a priority for the business; the business; 67% stated they had or intended to carry out a large change program and when evaluating new technology, over half of respondents cited integration as one of the most important considerations. 02 The success of a field service organization hinges on getting all parts of the organization – the IT groups may be keen to leverage existing systems, but this the information needed to streamline and automate their back office, the mobile workforce, the fleet management and billing and finance – working approach might not meet the needs of the service delivery workflows and processes. together. Field service technologies have a critical role to play in connecting the many elements team. Solutions aligned with the finance and sales objectives Optimized service delivery requires that the service supply involved in the operations across the organization and we look at how the connected operation won’t support the needs of a service-centric team and this chain be connected. This then provides everyone in the link could look, not in the future but today. can lead to poorly aligned business processes. Enterprise with the information required to solve customer problems. Resource Planning (ERP) or Customer Relationship This connected service chain means being able to monitor “The service world is changing about as rapidly as the Organizations face a dilemma however, as where they have Management (CRM) systems don’t often align with the assets for faults, identify the right technician, schedule and technology leveraged to support it,” Aberdeen reports in made significant investment in legacy systems they then business goals of delivering service excellence. Service dispatch the required resources and direct them safely and its research paper The Mobile Technician: The Evolution of face the choice of trying to leverage the existing system or Technicians are highly skilled and their time is a valuable quickly to the proper location. By connecting all the links the Connection in 2015. Leading companies are leveraging implementing a new one. Field Service teams have unique resource that needs to be managed closely through in the chain organizations are able to deliver higher quality technology to set themselves apart from the competition. challenges that require highly focused applications and optimized end-to-end workflows. service while at the same time drive operational efficiency. Our own research findings show that field service managers historically field service managers turned to best of breed The information from existing systems needs to be identify investment in technology as a priority for the solutions. As such they may now operate with a disparate set assimilated and integration technology makes it easy for business; with 67 percent stating they had or intended to of systems, which can bring its own problems and can mean ERP and CRM systems to contribute data to the field service carry out a large change program and when evaluating new that where a business doesn’t get exactly what it wants, parts system. This data exchange provides the team with all technology, over half of respondents cited integration as one are patched together to provide a fix. of the most important considerations. TRANSFORMING THE WAY THE WORLD WORKS 5

Q&A FEATURE: MANUAL TO AUTOMATED FIELD SERVICE MANAGEMENT SOLUTIONS SCHEDULING – THE PATH TO SUCCESS – A PARTNERSHIP APPROACH 1 WHAT ARE THE KEY DRIVERS 2 A successful implementation HOW BEST TO APPROACH SUCH A CHANGE PROGRAM? FOR AN ORGANIZATION TO MOVE FROM MANUAL TO AUTOMATED should provide a It can often work best to take a staged approach SCHEDULING? when moving from manual to an automated three to six month There are three main benefits that automated system. I would always recommend first scheduling provides. First is the visibility into the considering the move from a manual to a semi- average payback resources; having all the routes, vehicles and work automatic scheduling system, and then only when that need to be assigned all available in one place, this is working well move to a fully automated allows for a much more optimized service delivery. process. This can give the users the chance to on the capital investment apply some of the benefits of automation, while still Secondly, the amount of time required to prepare a schedule is drastically reduced. For example, with retaining control. The semi-automated system gives Up to around 20 technicians it would take nearly a full day users the chance to learn the new ways of working, to schedule the team’s work. Things get even more while benefiting from the advising capacity and difficult once changes are introduced; for example understanding why decisions are made and how 50% it is not unusual to see more than 30 percent of the system is working for you. There are numerous the schedule change on a daily basis. Automated ways the semi-automatic system can help an scheduling keeps everything constantly up to date. organization, while working up to having a fully increase in the number of automated system. Finally, with a manual schedule there is the chance jobs completed per week that operational decisions are made not using best I’ve found that if an organization jumps from practices. With an automated system decisions are manual to fully automated, then users don’t always always made in a consistent way and aligned with the fully understand the new way of working. The business objectives. chances are that they then may try to customize the system, which doesn’t work well or they may When evaluating a field service management solution it is important to understand the strengths and well abandon it all together and go back to their old focus of each of the various options. This will ensure that you end up with a system that meets your ways of working. needs. To help make the right decision, here are three key considerations in selecting a solution: PROVEN RETURN ON INVESTMENT requirement for organizations with mobile workers out in the field. With that in mind, you’ll want a provider with Ask potential solution providers about their customers’ an experienced in-house professional services group that typical ROI for their solution and request specific examples. can evaluate your needs and develop the best plan for Research firm Aberdeen Group estimates, for example, that integration. You want a provider that offers APIs (application fleet management solutions deliver an average 28 percent program interfaces) and direct data feeds so you can use increase in productivity. A successful implementation should data from all your existing applications. provide a three to six month average payback on the capital CAROLINE DENT investment and up to 50 percent increase in the number of FLEXIBILITY AND SCALABILITY jobs completed per week. FROM TRIMBLE FSM GIVES HER INSIGHT INTEGRATION AND SUPPORT As your business grows, so do your requirements. You may deploy a solution to meet immediate needs and later expand INTO THE MOVE FROM MANUAL TO If you are running accounting or other back-office applications, it to incorporate more comprehensive functionality. You’ll AUTOMATED SCHEDULING, WHAT you will want to integrate them with your field service need a provider that can keep up with your growth because ORGANIZATIONS SHOULD LOOK TO management components to optimize operations. This it helps protect the initial investment and training, without means, for example, that data can be easily accessed and needing to start over. AVOID AND WHAT SUCCESS LOOKS LIKE. the most up-to-date information can be shared; a vital TRANSFORMING THE WAY THE WORLD WORKS 7

Q&A FEATURE: MANUAL TO AUTOMATED FIELD SERVICE MANAGEMENT SOLUTIONS SCHEDULING – THE PATH TO SUCCESS – A PARTNERSHIP APPROACH 1 WHAT ARE THE KEY DRIVERS 2 A successful implementation HOW BEST TO APPROACH SUCH A CHANGE PROGRAM? FOR AN ORGANIZATION TO MOVE FROM MANUAL TO AUTOMATED should provide a It can often work best to take a staged approach SCHEDULING? when moving from manual to an automated three to six month There are three main benefits that automated system. I would always recommend first scheduling provides. First is the visibility into the considering the move from a manual to a semi- average payback resources; having all the routes, vehicles and work automatic scheduling system, and then only when that need to be assigned all available in one place, this is working well move to a fully automated allows for a much more optimized service delivery. process. This can give the users the chance to on the capital investment apply some of the benefits of automation, while still Secondly, the amount of time required to prepare a schedule is drastically reduced. For example, with retaining control. The semi-automated system gives Up to around 20 technicians it would take nearly a full day users the chance to learn the new ways of working, to schedule the team’s work. Things get even more while benefiting from the advising capacity and difficult once changes are introduced; for example understanding why decisions are made and how 50% it is not unusual to see more than 30 percent of the system is working for you. There are numerous the schedule change on a daily basis. Automated ways the semi-automatic system can help an scheduling keeps everything constantly up to date. organization, while working up to having a fully increase in the number of automated system. Finally, with a manual schedule there is the chance jobs completed per week that operational decisions are made not using best I’ve found that if an organization jumps from practices. With an automated system decisions are manual to fully automated, then users don’t always always made in a consistent way and aligned with the fully understand the new way of working. The business objectives. chances are that they then may try to customize the system, which doesn’t work well or they may When evaluating a field service management solution it is important to understand the strengths and well abandon it all together and go back to their old focus of each of the various options. This will ensure that you end up with a system that meets your ways of working. needs. To help make the right decision, here are three key considerations in selecting a solution: PROVEN RETURN ON INVESTMENT requirement for organizations with mobile workers out in the field. With that in mind, you’ll want a provider with Ask potential solution providers about their customers’ an experienced in-house professional services group that typical ROI for their solution and request specific examples. can evaluate your needs and develop the best plan for Research firm Aberdeen Group estimates, for example, that integration. You want a provider that offers APIs (application fleet management solutions deliver an average 28 percent program interfaces) and direct data feeds so you can use increase in productivity. A successful implementation should data from all your existing applications. provide a three to six month average payback on the capital CAROLINE DENT investment and up to 50 percent increase in the number of FLEXIBILITY AND SCALABILITY jobs completed per week. FROM TRIMBLE FSM GIVES HER INSIGHT INTEGRATION AND SUPPORT As your business grows, so do your requirements. You may deploy a solution to meet immediate needs and later expand INTO THE MOVE FROM MANUAL TO If you are running accounting or other back-office applications, it to incorporate more comprehensive functionality. You’ll AUTOMATED SCHEDULING, WHAT you will want to integrate them with your field service need a provider that can keep up with your growth because ORGANIZATIONS SHOULD LOOK TO management components to optimize operations. This it helps protect the initial investment and training, without means, for example, that data can be easily accessed and needing to start over. AVOID AND WHAT SUCCESS LOOKS LIKE. the most up-to-date information can be shared; a vital TRANSFORMING THE WAY THE WORLD WORKS 7

Connected Workforce Mobile technology isn’t just changing service; it’s changing the technician as well. No longer FREDRIK GOTTFRIDSSON just someone who can install or make repairs, Field service a field technician is also a knowledgeable and leaders report that BUSINESS DEVELOPMENT DIRECTOR WITH trusted advisor. implementing a mobile POCKETMOBILE, A TRIMBLE COMPANY. With so much information at their fingertips, technicians strategy provided an can do their jobs more efficiently, resulting in an enhanced Fredrik Gottfridsson reports that different verticals vary in their mobile needs. While customer experience in the field service market smartphones and tablets running Android have been the Field service leaders report that implementing a mobile 18% standard for many years, Gottfridsson now sees a clear market trend in other verticals strategy provided an 18 percent increase in service visits where old and Windows Mobile solutions and associated rugged devices are getting to per technician and a 40 percent increase in service revenue their end of life. contribution per technician. increase in service “For the next couple of years many of these customers are going to move to a new Many field service organizations have been using mobile visits per technician modern approach to mobile software for their mobile workforce,” says Gottfridsson technology for quite some time and it has been estimated “These customers will also choose a new rugged device with new OS and also make that nearly 80% of organizations have deployed mobile. The “These customers will also choose a new rugged device with new OS and also make consideration to running Smartphones for complementary work flows. last big wave of technology deployment aligned with the consideration to running Smartphones for complementary work flows. introduction of the iPad roughly five years ago. Much of this “Early adopters have already started this shift and most of them so “Early adopters have already started this shift and most of them so investment was focused on basic mobile workflows such as 40% far have moved to the Android OS. It will also be interesting to far have moved to the Android OS. It will also be interesting to check-lists and other simple data capture. In order to drive see how the enterprise mobility market picks up on Windows see how the enterprise mobility market picks up on Windows further operational improvements organizations need to 10 mobile, which is currently being deployed by some of the 10 mobile, which is currently being deployed by some of the consider more advanced mobile workflow scenarios that increase in service rugged device manufacturers.” can be implemented. revenue contribution per technician THE STAGES OF MOBILE So how does an organization move on to the next stage in their mobile technology evolution? has potential to bring a different level of customer service in 03 There are a number of considerations for an organization to the speed and precision of carrying out work, while removing THE CONNECTED VEHICLE large costs from a field service organization’s service delivery. take into account when developing their mobility strategy. Telematics is an early form of IoT technology and field service Key to this is understanding how technicians work in the In the next five years, Gartner predicts more than 25 billion organizations benefit from the access to the increased data through field and what type of workflow automations can help them devices, beyond smartphones and tablets, to be connected its use. New vehicle technology, such as autonomous driving, improve their service delivery. In field service the back via the Internet of Things (IoT). For field service organizations, connected vehicles, and hands-free commands are hot topics and office and the mobile workforce work hand-in-hand whether connecting equipment and assets with technician’s mobile have great potential for the mobile workforce. For example, the it’s a break/fix call or a preventive maintenance visit, the devices and the back-office in real-time provides tremendous availability of a self-driving car will enable the technician to complete information needs to flow back and forth seamlessly. opportunity for improved service delivery. other tasks while the vehicle is taking them to their next appointment, Staying up-to-date with advancements in mobility can be making the most of what would have previously been downtime in challenging, but mobile is an important component of a CELL PHONE/ CHECKLISTS TECHNICIAN MOBILE terms of productivity. With such technologies being used in vehicles & DATA MIXED strong service management system and can provide some DISPATCH CAPTURE WORKFLOWS REALITY today, connected vehicles have the ability to improve productivity and of the biggest returns. It is anticipated, for example, that driver safety and therefore the work of a technician. augmented reality will play a key role in the next mobile It is clear that the fleet of the near future is going to look technology wave. Leading organizations are thinking drastically different from the fleets of the past 25 years. It appears about what compelling use cases this technology can help we are approaching a tipping point which will have far reaching streamline. The ability for highly skilled technicians to carry effects for a long period of time. out work without needing to be on-site is something that Most organizations are here TRANSFORMING THE WAY THE WORLD WORKS 9

Connected Workforce Mobile technology isn’t just changing service; it’s changing the technician as well. No longer FREDRIK GOTTFRIDSSON just someone who can install or make repairs, Field service a field technician is also a knowledgeable and leaders report that BUSINESS DEVELOPMENT DIRECTOR WITH trusted advisor. implementing a mobile POCKETMOBILE, A TRIMBLE COMPANY. With so much information at their fingertips, technicians strategy provided an can do their jobs more efficiently, resulting in an enhanced Fredrik Gottfridsson reports that different verticals vary in their mobile needs. While customer experience in the field service market smartphones and tablets running Android have been the Field service leaders report that implementing a mobile 18% standard for many years, Gottfridsson now sees a clear market trend in other verticals strategy provided an 18 percent increase in service visits where old and Windows Mobile solutions and associated rugged devices are getting to per technician and a 40 percent increase in service revenue their end of life. contribution per technician. increase in service “For the next couple of years many of these customers are going to move to a new Many field service organizations have been using mobile visits per technician modern approach to mobile software for their mobile workforce,” says Gottfridsson technology for quite some time and it has been estimated “These customers will also choose a new rugged device with new OS and also make that nearly 80% of organizations have deployed mobile. The “These customers will also choose a new rugged device with new OS and also make consideration to running Smartphones for complementary work flows. last big wave of technology deployment aligned with the consideration to running Smartphones for complementary work flows. introduction of the iPad roughly five years ago. Much of this “Early adopters have already started this shift and most of them so “Early adopters have already started this shift and most of them so investment was focused on basic mobile workflows such as 40% far have moved to the Android OS. It will also be interesting to far have moved to the Android OS. It will also be interesting to check-lists and other simple data capture. In order to drive see how the enterprise mobility market picks up on Windows see how the enterprise mobility market picks up on Windows further operational improvements organizations need to 10 mobile, which is currently being deployed by some of the 10 mobile, which is currently being deployed by some of the consider more advanced mobile workflow scenarios that increase in service rugged device manufacturers.” can be implemented. revenue contribution per technician THE STAGES OF MOBILE So how does an organization move on to the next stage in their mobile technology evolution? has potential to bring a different level of customer service in 03 There are a number of considerations for an organization to the speed and precision of carrying out work, while removing THE CONNECTED VEHICLE large costs from a field service organization’s service delivery. take into account when developing their mobility strategy. Telematics is an early form of IoT technology and field service Key to this is understanding how technicians work in the In the next five years, Gartner predicts more than 25 billion organizations benefit from the access to the increased data through field and what type of workflow automations can help them devices, beyond smartphones and tablets, to be connected its use. New vehicle technology, such as autonomous driving, improve their service delivery. In field service the back via the Internet of Things (IoT). For field service organizations, connected vehicles, and hands-free commands are hot topics and office and the mobile workforce work hand-in-hand whether connecting equipment and assets with technician’s mobile have great potential for the mobile workforce. For example, the it’s a break/fix call or a preventive maintenance visit, the devices and the back-office in real-time provides tremendous availability of a self-driving car will enable the technician to complete information needs to flow back and forth seamlessly. opportunity for improved service delivery. other tasks while the vehicle is taking them to their next appointment, Staying up-to-date with advancements in mobility can be making the most of what would have previously been downtime in challenging, but mobile is an important component of a CELL PHONE/ CHECKLISTS TECHNICIAN MOBILE terms of productivity. With such technologies being used in vehicles & DATA MIXED strong service management system and can provide some DISPATCH CAPTURE WORKFLOWS REALITY today, connected vehicles have the ability to improve productivity and of the biggest returns. It is anticipated, for example, that driver safety and therefore the work of a technician. augmented reality will play a key role in the next mobile It is clear that the fleet of the near future is going to look technology wave. Leading organizations are thinking drastically different from the fleets of the past 25 years. It appears about what compelling use cases this technology can help we are approaching a tipping point which will have far reaching streamline. The ability for highly skilled technicians to carry effects for a long period of time. out work without needing to be on-site is something that Most organizations are here TRANSFORMING THE WAY THE WORLD WORKS 9

THE INTANGIBLE TANGIBLE: IMPLEMENTING CHANGE MIXED REALITY FOR FIELD SERVICE INTRODUCTION TO MIXED REALITY FIELD SERVICE MANAGEMENT When a field service organization is significant travel. Ensuring that the training is understood and Mixed reality technology blends the real world with digital AND MIXED REALITY implementing any change to the technology it implemented can be an issue for managers as well, since it can be difficult to monitor compliance and prevent lapsing back to content, interactively, and in real-time. Digital overlays can be The possible applications of mixed reality for FSM cover uses, there are a number of challenges which the way things used to be done. a wide variety of aspects including text, video, or audio. The almost any aspect of the currently supported workflows. need to be addressed to reach a successful user experience can be augmented through a smartphone, Device-wise, the use of tablets, phones, or wearable is outcome. These include leadership support, COMMUNICATING CHANGE tablet or wearable device. In the past few years there is a supported; the latter provides technicians with a hands-free engaging the workforce and having the right growing interest in deploying AR technology, and dozens mixed reality guidance. A partial list of use case include: communication strategy in place. Obstacles can be eliminated if business leaders approach change of applications are already available for use. This trend is in a way that ensures employee buy-in by involving them in plans expected to grow with the introduction of wearable devices • Mobile mixed reality applications can automatically LEADERSHIP MUST BE ENGAGED from the beginning. Consistent communication fosters a culture such as Microsoft Hololens and Meta, and with the maturation recognize assets and pull manuals, specs, inventory data, Executive support is at the core of any change, so it is important in which the workforce understands the changes and why they are of technologies such as Google Tango. and video instructions in real time. Content can be overlaid to ensure that any new strategy is aligned to the overall business needed. Managing the level and speed of change for a workforce on or around the physical asset for easy access and needs to be carefully understood too. There are examples of field correct interpretation. goals and that employees are clear on the impacts to operational TRIMBLE MIXED REALITY PROGRAM procedures. Business leaders are responsible for setting the pace service organizations going from manual to automated scheduling • Visualize assembly instruction overlaid on the physical asset. of the change process and maintaining, and even accelerating, in one program and it not being successful. Whereas taking a Trimble predicts that a few years from now, mixed reality step-by-step approach to introducing large scale changes can technology will be utilized in a large number of industries. • Virtual safety zones and hazards including audio signals momentum when and if required. Many initiatives that start often prove to be more productive. Trimble is leading this technology revolution by focusing on augment the workspace to improve safety. well can fall apart when unexpected challenges surface so it’s device agnostic solutions focused on specific market use • Augment route information and step by step navigation important that leaders ensure that processes and people remain MEASUREMENT IS CRUCIAL cases. Trimble is already working with many customers between tasks. aligned with organizational goals and that they understand the extending the capabilities of existing solutions. Trimble is • Place geo-located virtual tags and messages on assets operational benefits. Business Analytics systems are making it easier to measure offering a pilot program for interested customers who want for future tracking and communication with other operational processes which allows for improvement areas to to deploy the mixed reality solutions and measure its benefits. team members. THE WORKFORCE WILL DRIVE CHANGE be identified and reviewed. Field service leaders can now report • Over-the-shoulder remote expert assistance. Gaining buy-in from the workforce when implementing change on any number of metrics to analyze their operational efficiency. Measuring the impact training has had, for example, can show the can bring its own set of challenges. Our research shows that best method to adopt for future programs and also feedback into CONCLUSION 50% of field service managers ranked workforce resistance the communication plans to help identify success. as one of their major issues when rolling out change. Often a Mixed reality solutions have the opportunity to transform cause of this resistance is because the workforce is spread Clearly, making change happen is difficult. It requires strong the field service industry in dramatic ways. Deploying this over a large geographical area and spend little time in the commitment and leadership. Organizations that successfully technology effectively requires a strong focus on intuitive, office. Training can be difficult to co-ordinate since it not only implement change do so because of their business culture, tightly-integrated applications accessible by the mobile takes workers away from their jobs, but can often involve employee engagement, and because the change is workforce. Once deployed solutions will offer improved communicated effectively. workforce. Once deployed solutions will offer improved efficiency productivity and quality of work. efficiency productivity and quality of work. 50% AVIAD ALMAGOR “Mixed reality solutions AVIAD ALMAGOR of field service have the opportunity to managers DIRECTOR OF THE MIXED REALITY transform the field service DIRECTOR OF THE MIXED REALITY ranked workforce industry in dramatic ways.” PROGRAM AT TRIMBLE, GIVES resistance as one of PROGRAM AT TRIMBLE, GIVES HIS INSIGHT INTO MIXED REALITY their major issues HIS INSIGHT INTO MIXED REALITY TECHNOLOGIES IMPLEMENTATION TECHNOLOGIES IMPLEMENTATION AND STRATEGIES. TRANSFORMING THE WAY THE WORLD WORKS 11

THE INTANGIBLE TANGIBLE: IMPLEMENTING CHANGE MIXED REALITY FOR FIELD SERVICE INTRODUCTION TO MIXED REALITY FIELD SERVICE MANAGEMENT When a field service organization is significant travel. Ensuring that the training is understood and Mixed reality technology blends the real world with digital AND MIXED REALITY implementing any change to the technology it implemented can be an issue for managers as well, since it can be difficult to monitor compliance and prevent lapsing back to content, interactively, and in real-time. Digital overlays can be The possible applications of mixed reality for FSM cover uses, there are a number of challenges which the way things used to be done. a wide variety of aspects including text, video, or audio. The almost any aspect of the currently supported workflows. need to be addressed to reach a successful user experience can be augmented through a smartphone, Device-wise, the use of tablets, phones, or wearable is outcome. These include leadership support, COMMUNICATING CHANGE tablet or wearable device. In the past few years there is a supported; the latter provides technicians with a hands-free engaging the workforce and having the right growing interest in deploying AR technology, and dozens mixed reality guidance. A partial list of use case include: communication strategy in place. Obstacles can be eliminated if business leaders approach change of applications are already available for use. This trend is in a way that ensures employee buy-in by involving them in plans expected to grow with the introduction of wearable devices • Mobile mixed reality applications can automatically LEADERSHIP MUST BE ENGAGED from the beginning. Consistent communication fosters a culture such as Microsoft Hololens and Meta, and with the maturation recognize assets and pull manuals, specs, inventory data, Executive support is at the core of any change, so it is important in which the workforce understands the changes and why they are of technologies such as Google Tango. and video instructions in real time. Content can be overlaid to ensure that any new strategy is aligned to the overall business needed. Managing the level and speed of change for a workforce on or around the physical asset for easy access and needs to be carefully understood too. There are examples of field correct interpretation. goals and that employees are clear on the impacts to operational TRIMBLE MIXED REALITY PROGRAM procedures. Business leaders are responsible for setting the pace service organizations going from manual to automated scheduling • Visualize assembly instruction overlaid on the physical asset. of the change process and maintaining, and even accelerating, in one program and it not being successful. Whereas taking a Trimble predicts that a few years from now, mixed reality step-by-step approach to introducing large scale changes can technology will be utilized in a large number of industries. • Virtual safety zones and hazards including audio signals momentum when and if required. Many initiatives that start often prove to be more productive. Trimble is leading this technology revolution by focusing on augment the workspace to improve safety. well can fall apart when unexpected challenges surface so it’s device agnostic solutions focused on specific market use • Augment route information and step by step navigation important that leaders ensure that processes and people remain MEASUREMENT IS CRUCIAL cases. Trimble is already working with many customers between tasks. aligned with organizational goals and that they understand the extending the capabilities of existing solutions. Trimble is • Place geo-located virtual tags and messages on assets operational benefits. Business Analytics systems are making it easier to measure offering a pilot program for interested customers who want for future tracking and communication with other operational processes which allows for improvement areas to to deploy the mixed reality solutions and measure its benefits. team members. THE WORKFORCE WILL DRIVE CHANGE be identified and reviewed. Field service leaders can now report • Over-the-shoulder remote expert assistance. Gaining buy-in from the workforce when implementing change on any number of metrics to analyze their operational efficiency. Measuring the impact training has had, for example, can show the can bring its own set of challenges. Our research shows that best method to adopt for future programs and also feedback into CONCLUSION 50% of field service managers ranked workforce resistance the communication plans to help identify success. as one of their major issues when rolling out change. Often a Mixed reality solutions have the opportunity to transform cause of this resistance is because the workforce is spread Clearly, making change happen is difficult. It requires strong the field service industry in dramatic ways. Deploying this over a large geographical area and spend little time in the commitment and leadership. Organizations that successfully technology effectively requires a strong focus on intuitive, office. Training can be difficult to co-ordinate since it not only implement change do so because of their business culture, tightly-integrated applications accessible by the mobile takes workers away from their jobs, but can often involve employee engagement, and because the change is workforce. Once deployed solutions will offer improved communicated effectively. workforce. Once deployed solutions will offer improved efficiency productivity and quality of work. efficiency productivity and quality of work. 50% AVIAD ALMAGOR “Mixed reality solutions AVIAD ALMAGOR of field service have the opportunity to managers DIRECTOR OF THE MIXED REALITY transform the field service DIRECTOR OF THE MIXED REALITY ranked workforce industry in dramatic ways.” PROGRAM AT TRIMBLE, GIVES resistance as one of PROGRAM AT TRIMBLE, GIVES HIS INSIGHT INTO MIXED REALITY their major issues HIS INSIGHT INTO MIXED REALITY TECHNOLOGIES IMPLEMENTATION TECHNOLOGIES IMPLEMENTATION AND STRATEGIES. TRANSFORMING THE WAY THE WORLD WORKS 11

Q&A FEATURE: EMPOWERING MOBILE WORKERS DRIVES FIELD SERVICE EXCELLENCE WITH TECHNOLOGY PLAYING SUCH “Equipping your team 1 WHAT ARE SOME OF THE WAYS 3 A BIG PART IN FIELD SERVICE, WHAT ORGANIZATIONS WITH A MOBILE OTHER TRENDS ARE EMERGING TO WORKFORCE CAN ACHIEVE FIELD with the right mobility WORKER EMPOWERMENT? FURTHER DRIVE MOBILE WORKER EMPOWERMENT? solutions empowers Field service organizations continually strive to An important trend in mobility solutions for the be more productive and efficient and their mobile them to do their job workforce is critical to this success. By equipping service technician is the ability to, in real-time, the field workforce with the proper knowledge, change the work flow, information used, data skills, tools and parts, they are empowered to get captured, and other aspects of the assignment to under any circumstance.” the job done, which benefits the customer, the fully meet the requirements of and add value to organization and the technician themselves. We work the end customers. This means that one mobility ANDERS TORMOD with ONE Nordic AB (ONE), the leading supplier of solution dynamically can support very different energy technology services, and offering customers tasks and workflows and thereby eliminate the short response times is important to them. ONE’s need for the service technician to use multiple customers’ operations are mission-critical and applications, devices or manual steps. any problems must be resolved immediately. For those dispatching work, it is vital to assign the best technician with the skills and necessary equipment and the right mobile solution is essential for doing this. ANDERS TORMOD WHAT IS THE ULTIMATE GOAL CEO OF POCKETMOBILE, A TRIMBLE OF EMPOWERING YOUR MOBILE WORKERS? HOW DOES IT BENEFIT COMPANY, GIVES HIS INSIGHT 2 A FIELD SERVICE ORGANIZATION? INTO THE TREND OF EMPOWERING THE MOBILE WORKFORCE, AND The connection between the organization and the technician is critical in not only supporting mobile HOW YOU CAN LEVERAGE IT TO workers and providing quick access to information, INCREASE PRODUCTIVITY AND but also enabling better, more informed decision- CUSTOMER SATISFACTION. making to resolve issues when they arise. With CUSTOMER SATISFACTION. field work becoming increasingly complex and time-sensitive, equipping your team with the right mobility solutions empowers them to do their job under any circumstance. As an example, technicians in the field receive their assignments and all the information required directly to their smartphones, including navigation support. Once on-site, a technician can easily submit an immediate report on assignment status and any action taken. This real-time reporting is extremely important to many of ONE’s customers since they want immediate feedback on the work. The invoice can also be submitted directly on-site, which has reduced invoicing time to a fraction of what it was previously. TRANSFORMING THE WAY THE WORLD WORKS 13

Q&A FEATURE: EMPOWERING MOBILE WORKERS DRIVES FIELD SERVICE EXCELLENCE WITH TECHNOLOGY PLAYING SUCH “Equipping your team 1 WHAT ARE SOME OF THE WAYS 3 A BIG PART IN FIELD SERVICE, WHAT ORGANIZATIONS WITH A MOBILE OTHER TRENDS ARE EMERGING TO WORKFORCE CAN ACHIEVE FIELD with the right mobility WORKER EMPOWERMENT? FURTHER DRIVE MOBILE WORKER EMPOWERMENT? solutions empowers Field service organizations continually strive to An important trend in mobility solutions for the be more productive and efficient and their mobile them to do their job workforce is critical to this success. By equipping service technician is the ability to, in real-time, the field workforce with the proper knowledge, change the work flow, information used, data skills, tools and parts, they are empowered to get captured, and other aspects of the assignment to under any circumstance.” the job done, which benefits the customer, the fully meet the requirements of and add value to organization and the technician themselves. We work the end customers. This means that one mobility ANDERS TORMOD with ONE Nordic AB (ONE), the leading supplier of solution dynamically can support very different energy technology services, and offering customers tasks and workflows and thereby eliminate the short response times is important to them. ONE’s need for the service technician to use multiple customers’ operations are mission-critical and applications, devices or manual steps. any problems must be resolved immediately. For those dispatching work, it is vital to assign the best technician with the skills and necessary equipment and the right mobile solution is essential for doing this. ANDERS TORMOD WHAT IS THE ULTIMATE GOAL CEO OF POCKETMOBILE, A TRIMBLE OF EMPOWERING YOUR MOBILE WORKERS? HOW DOES IT BENEFIT COMPANY, GIVES HIS INSIGHT 2 A FIELD SERVICE ORGANIZATION? INTO THE TREND OF EMPOWERING THE MOBILE WORKFORCE, AND The connection between the organization and the technician is critical in not only supporting mobile HOW YOU CAN LEVERAGE IT TO workers and providing quick access to information, INCREASE PRODUCTIVITY AND but also enabling better, more informed decision- CUSTOMER SATISFACTION. making to resolve issues when they arise. With CUSTOMER SATISFACTION. field work becoming increasingly complex and time-sensitive, equipping your team with the right mobility solutions empowers them to do their job under any circumstance. As an example, technicians in the field receive their assignments and all the information required directly to their smartphones, including navigation support. Once on-site, a technician can easily submit an immediate report on assignment status and any action taken. This real-time reporting is extremely important to many of ONE’s customers since they want immediate feedback on the work. The invoice can also be submitted directly on-site, which has reduced invoicing time to a fraction of what it was previously. TRANSFORMING THE WAY THE WORLD WORKS 13

Connected Customers 90%+ HOW IoT WILL CONTINUE TO customer satisfaction REVOLUTIONIZE rate achieved an annual FIELD SERVICE • 6.1% increase in service growth IoT remains a hot topic as it comes up all • 3.7% growth in overall revenue the time which is a good indication that interest is high. • 89% level of customer retention Customers want to understand how they can connect their assets directly to their service workflow to improve operational efficiency, for example and the potential ROI for this type of closed loop service workflow is tremendous. However it is still a fragmented marketplace, so while there is the interest there are not many viable packages readily available so customers still feel that they need to know how to make it work. There are also issues around an open standard for sensors as without such, design and interpretation will vary and usage will be affected. Increasing connectivity will make the adoption easier, and new assets have built-in connectivity, but with so many existing assets in use without the capability the infrastructure isn’t seen to be there yet to make it mainstream in all field service. REAL LIFE – IoT IN CONSTRUCTION 04 Customer service is widely recognised as being the number one business priority with a proven link Assets with sensors connected to cloud software provide Machinery can be equipped with receivers and sensors, between customer satisfaction, retention and profitability. Aberdeen Group report that organizations significant leverage to the service supply chain. Knowing exactly which measure the precise 3D position of the tip of the that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent increase in what is wrong with the asset at the earliest possible time ensures excavator bucket, for example, or the cutting edge of service, 3.7 percent growth in overall revenue and an 89 percent level of customer retention. a much better service experience. In addition remote diagnostics the blade. The precise location of the bucket or blade can provide preventative maintenance to be better planned compared to the 3D design created can be monitored. There has been a shift, however, from a traditional break/fix, One way to look at managing cost is to assess the business which can not only improve customer service but also improves transactional approach of customer service to one of forming processes being used. Operations with outdated and manual operational efficiency of the service organization. Put together Then leveraging Trimble Connected Site technology a long-term relationship and this is one many field service methods are no longer sufficient. The organization may IoT will have (and is having) a dramatic impact on the way means there is real-time information on where the organizations are making. This shift has come about partly have silos, as various departments manage different stages leading service organizations operate. machines are and what materials are being moved. due to technology and in particular the impact of IoT and M2M of the customer experience. This results in a fragmented service When design changes have to be made, they can be being able to deliver enhanced service. It is also a shift because process and reducing the chance of cost efficiencies being made. Delivering service excellence requires having the right sent out instantly and design updates flow wirelessly customers want to be much more engaged in the customer Organizations that service mission-critical equipment, for people, with the right skills and parts at the right time at between the field and office in real-time, reducing experience and have increasing expectations of what this example, know the importance of maintaining service level the right place; or, as we say, it requires downtime and maximizing both machine and operator should look like. productivity. Greater accuracy in excavating and agreements (SLAs). Meeting SLA requirements requires a connecting your people, places and things. So how can field service organizations balance the cost of dynamic organization that can react quickly when a demand Ensuring all the data is captured effectively makes it possible trim work with 3D machine control eliminates service delivery with customer service to achieve better for service arises. Understanding the customer contract to achieve better service delivery as well as improved rework and lets operators finish jobs faster with outcomes all round? parameters is critical when scheduling and planning resources. minimal supervision. operational efficiency. TRANSFORMING THE WAY THE WORLD WORKS 15

Connected Customers 90%+ HOW IoT WILL CONTINUE TO customer satisfaction REVOLUTIONIZE rate achieved an annual FIELD SERVICE • 6.1% increase in service growth IoT remains a hot topic as it comes up all • 3.7% growth in overall revenue the time which is a good indication that interest is high. • 89% level of customer retention Customers want to understand how they can connect their assets directly to their service workflow to improve operational efficiency, for example and the potential ROI for this type of closed loop service workflow is tremendous. However it is still a fragmented marketplace, so while there is the interest there are not many viable packages readily available so customers still feel that they need to know how to make it work. There are also issues around an open standard for sensors as without such, design and interpretation will vary and usage will be affected. Increasing connectivity will make the adoption easier, and new assets have built-in connectivity, but with so many existing assets in use without the capability the infrastructure isn’t seen to be there yet to make it mainstream in all field service. REAL LIFE – IoT IN CONSTRUCTION 04 Customer service is widely recognised as being the number one business priority with a proven link Assets with sensors connected to cloud software provide Machinery can be equipped with receivers and sensors, between customer satisfaction, retention and profitability. Aberdeen Group report that organizations significant leverage to the service supply chain. Knowing exactly which measure the precise 3D position of the tip of the that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent increase in what is wrong with the asset at the earliest possible time ensures excavator bucket, for example, or the cutting edge of service, 3.7 percent growth in overall revenue and an 89 percent level of customer retention. a much better service experience. In addition remote diagnostics the blade. The precise location of the bucket or blade can provide preventative maintenance to be better planned compared to the 3D design created can be monitored. There has been a shift, however, from a traditional break/fix, One way to look at managing cost is to assess the business which can not only improve customer service but also improves transactional approach of customer service to one of forming processes being used. Operations with outdated and manual operational efficiency of the service organization. Put together Then leveraging Trimble Connected Site technology a long-term relationship and this is one many field service methods are no longer sufficient. The organization may IoT will have (and is having) a dramatic impact on the way means there is real-time information on where the organizations are making. This shift has come about partly have silos, as various departments manage different stages leading service organizations operate. machines are and what materials are being moved. due to technology and in particular the impact of IoT and M2M of the customer experience. This results in a fragmented service When design changes have to be made, they can be being able to deliver enhanced service. It is also a shift because process and reducing the chance of cost efficiencies being made. Delivering service excellence requires having the right sent out instantly and design updates flow wirelessly customers want to be much more engaged in the customer Organizations that service mission-critical equipment, for people, with the right skills and parts at the right time at between the field and office in real-time, reducing experience and have increasing expectations of what this example, know the importance of maintaining service level the right place; or, as we say, it requires downtime and maximizing both machine and operator should look like. productivity. Greater accuracy in excavating and agreements (SLAs). Meeting SLA requirements requires a connecting your people, places and things. So how can field service organizations balance the cost of dynamic organization that can react quickly when a demand Ensuring all the data is captured effectively makes it possible trim work with 3D machine control eliminates service delivery with customer service to achieve better for service arises. Understanding the customer contract to achieve better service delivery as well as improved rework and lets operators finish jobs faster with outcomes all round? parameters is critical when scheduling and planning resources. minimal supervision. operational efficiency. TRANSFORMING THE WAY THE WORLD WORKS 15

SMART MACHINES, SMART SOLUTIONS. REAL LIFE – THE CUSTOMER EXPERIENCE OF SERVICE DELIVERY Traditionally, it has been down to customers to contact their service provider when they A study we recently commissioned revealed the main factors customers look for had a service issue or the service provider would provide service based on time intervals. when selecting a field service solution, their expectations and biggest frustrations. Both methods are not on the mark for an optimum “Over time the data gathered The findings were extremely insightful, revealing that today’s however, 36 percent of respondents reported having to wait longer service schedule. Machine-to-machine (M2M) introduced customers have high expectations, leading field service companies than the original agreed timeframe showing those organizations are a connected, proactive and predictive maintenance from the field about equipment to have to look at new ways to balance service excellence with cost. struggling to effectively manage the day’s events. schedule based on the actual condition of the machine. The issues, the life cycle of parts and We surveyed 2000 respondents and our main findings are operating hours of the machine or equipment, the state failure rates provides critical as follows – PRICE AND CUSTOMER SERVICE of the motorized parts and many more conditions can all EQUALLY AS IMPORTANT be monitored. Any unexpected behavior of the machine or intelligence which can then be FIXING IT FIRST TIME When selecting a field service provider, customer service and equipment is visible remotely, including its exact location. used to improve the design and Customers say fix it the first time as getting a problem fixed on a price were revealed as being equally as important to respondents. increase the build quality of the first visit is still the biggest expectation for customers with over half The main benefit, of course, through this proactive service machines and equipment. Based on considering it to be the most important factor in determining their DELIVERING EXCELLENT CUSTOMER SERVICE satisfaction. However, nearly a quarter of respondents report that for the customer is reduced downtime of often expensive, this information about usage and a return visit is required, with 40 percent of respondents stating Over half of respondents (55 percent) said they would not use mission-critical equipment. Also faster issue resolution due the technician did not have the right tools or parts and 27 percent a service provider again if they were delivered a poor customer to complete understanding of the machine condition and behavior OEM’s are able to tailor the saying that the technician lacked the skills to complete the job. experience and today’s customers are increasingly happy to usage. This translates directly into increased customer maintenance schedules accordingly. complain about poor service. satisfaction, whilst reducing the cost of servicing due to This business intelligence helps CONNECTING WITH CUSTOMERS It is interesting to bear in mind that as organizations improve their the removal of unnecessary maintenance. The field service customer service through better understanding of their customer organization benefits from improved first time fix rates as refine operations, identify trends Customers find lack of communication with a company or service needs and increased operational performance, customer very specific issue are identified which allows the technician and areas for improvement technician prior to arrival to be a major problem. Field service expectation will only increase across all aspects of the service they to be dispatched with full knowledge of the problem, its businesses have a real opportunity to leapfrog the competition by receive in both their personal lives and at work. The more efficient exact location and what is needed to fix it including parts which leads to enhanced product providing excellent service to every customer and technology is the business processes the better a field service organization can necessary. Through accurate monitoring of, for example, the performance and introduces build available today that can help them to achieve this, ensuring that respond and balance the service delivery with the cost, through oil levels or the state of the battery other spare parts can be for optimum servicing with the commitments are kept and the customer is informed along the way. achieving better first time fix rates, keeping customers informed installed at the same time as any service activity. This makes and meeting their service commitments. for very cost-effective service provision, higher customer added value this brings. APPOINTMENT WINDOWS A KEY satisfaction and even more spare parts revenue. FACTOR IN CUSTOMER CHOICE Today’s customers increasingly expect field service businesses to provide more accurate appointment options. In our survey, Out of 2000 respondents surveyed said the technician lacked 27% the skills to complete the job ARSENIN RODRIGUEZ reported having 36% to wait longer than the original FROM TRIMBLE FSM GIVES HIS agreed timeframe INSIGHT INTO HOW M2M CONTINUES TO IMPACT FIELD SERVICE said they would 55% not use a service provider again 16 TRANSFORMING THE WAY THE WORLD WORKS 17

SMART MACHINES, SMART SOLUTIONS. REAL LIFE – THE CUSTOMER EXPERIENCE OF SERVICE DELIVERY Traditionally, it has been down to customers to contact their service provider when they A study we recently commissioned revealed the main factors customers look for had a service issue or the service provider would provide service based on time intervals. when selecting a field service solution, their expectations and biggest frustrations. Both methods are not on the mark for an optimum “Over time the data gathered The findings were extremely insightful, revealing that today’s however, 36 percent of respondents reported having to wait longer service schedule. Machine-to-machine (M2M) introduced customers have high expectations, leading field service companies than the original agreed timeframe showing those organizations are a connected, proactive and predictive maintenance from the field about equipment to have to look at new ways to balance service excellence with cost. struggling to effectively manage the day’s events. schedule based on the actual condition of the machine. The issues, the life cycle of parts and We surveyed 2000 respondents and our main findings are operating hours of the machine or equipment, the state failure rates provides critical as follows – PRICE AND CUSTOMER SERVICE of the motorized parts and many more conditions can all EQUALLY AS IMPORTANT be monitored. Any unexpected behavior of the machine or intelligence which can then be FIXING IT FIRST TIME When selecting a field service provider, customer service and equipment is visible remotely, including its exact location. used to improve the design and Customers say fix it the first time as getting a problem fixed on a price were revealed as being equally as important to respondents. increase the build quality of the first visit is still the biggest expectation for customers with over half The main benefit, of course, through this proactive service machines and equipment. Based on considering it to be the most important factor in determining their DELIVERING EXCELLENT CUSTOMER SERVICE satisfaction. However, nearly a quarter of respondents report that for the customer is reduced downtime of often expensive, this information about usage and a return visit is required, with 40 percent of respondents stating Over half of respondents (55 percent) said they would not use mission-critical equipment. Also faster issue resolution due the technician did not have the right tools or parts and 27 percent a service provider again if they were delivered a poor customer to complete understanding of the machine condition and behavior OEM’s are able to tailor the saying that the technician lacked the skills to complete the job. experience and today’s customers are increasingly happy to usage. This translates directly into increased customer maintenance schedules accordingly. complain about poor service. satisfaction, whilst reducing the cost of servicing due to This business intelligence helps CONNECTING WITH CUSTOMERS It is interesting to bear in mind that as organizations improve their the removal of unnecessary maintenance. The field service customer service through better understanding of their customer organization benefits from improved first time fix rates as refine operations, identify trends Customers find lack of communication with a company or service needs and increased operational performance, customer very specific issue are identified which allows the technician and areas for improvement technician prior to arrival to be a major problem. Field service expectation will only increase across all aspects of the service they to be dispatched with full knowledge of the problem, its businesses have a real opportunity to leapfrog the competition by receive in both their personal lives and at work. The more efficient exact location and what is needed to fix it including parts which leads to enhanced product providing excellent service to every customer and technology is the business processes the better a field service organization can necessary. Through accurate monitoring of, for example, the performance and introduces build available today that can help them to achieve this, ensuring that respond and balance the service delivery with the cost, through oil levels or the state of the battery other spare parts can be for optimum servicing with the commitments are kept and the customer is informed along the way. achieving better first time fix rates, keeping customers informed installed at the same time as any service activity. This makes and meeting their service commitments. for very cost-effective service provision, higher customer added value this brings. APPOINTMENT WINDOWS A KEY satisfaction and even more spare parts revenue. FACTOR IN CUSTOMER CHOICE Today’s customers increasingly expect field service businesses to provide more accurate appointment options. In our survey, Out of 2000 respondents surveyed said the technician lacked 27% the skills to complete the job ARSENIN RODRIGUEZ reported having 36% to wait longer than the original FROM TRIMBLE FSM GIVES HIS agreed timeframe INSIGHT INTO HOW M2M CONTINUES TO IMPACT FIELD SERVICE said they would 55% not use a service provider again 16 TRANSFORMING THE WAY THE WORLD WORKS 17

Connected Intelligence 30% of field service managers believe that their organization is ineffective at using the data 64% stated that their top strategic action was to improve the metrics they use 05 Field service organizations are characterized by complex workflows and interdependencies which inconsistencies from entering the same information multiple call for a sophisticated approach to measuring the KPIs that go across all aspects of their operation. times. Organizations that want to drive consistency and standardization of business processes should ensure that Our research shows that nearly 30 percent of field service to manage, depending on the nature of their business and data is both accessible and accurate - this is what will drive managers believe that their organization is ineffective at the service level requirements of their customers. Equally business improvements. using the data they collect and just 1 in 5 believes they get individuals within the same organization will have different What is important for an organization is to have a strategy the information they need from field service data to help needs, depending on their role and the metrics that are to address their business intelligence needs, whether they do their job. important to them. In the hierarchy of data capture and are starting out on this journey or at an advanced stage. analysis the majority of field service organizations will have the This conflict is a major issue facing all too many field service Encouragingly in the Strategies for Growth Field Service organizations – there is a wealth of business intelligence core of data collection and can’t ignore the basics. The basic Management Benchmark Survey 2015, 64 percent of available to them but making use of it is seen to be an information gathered from the vehicle and the technician such respondents stated that their top strategic action was to overwhelming, almost impossible, task. Processing the volume as location, arrival times and job completion are all vital, but develop or improve the metrics they used to measure their and speed at which ‘Big Data’ is gathered and turning it into this may no longer be enough. field service performance. useable information is a major challenge. Data collection systems are often not integrated resulting in added complexity in performing analytics. In addition Understandably, no field service organization has exactly the same requirements - with different metrics and KPIs the quality of the data is often suspect, as there can be TRANSFORMING THE WAY THE WORLD WORKS 19

Connected Intelligence 30% of field service managers believe that their organization is ineffective at using the data 64% stated that their top strategic action was to improve the metrics they use 05 Field service organizations are characterized by complex workflows and interdependencies which inconsistencies from entering the same information multiple call for a sophisticated approach to measuring the KPIs that go across all aspects of their operation. times. Organizations that want to drive consistency and standardization of business processes should ensure that Our research shows that nearly 30 percent of field service to manage, depending on the nature of their business and data is both accessible and accurate - this is what will drive managers believe that their organization is ineffective at the service level requirements of their customers. Equally business improvements. using the data they collect and just 1 in 5 believes they get individuals within the same organization will have different What is important for an organization is to have a strategy the information they need from field service data to help needs, depending on their role and the metrics that are to address their business intelligence needs, whether they do their job. important to them. In the hierarchy of data capture and are starting out on this journey or at an advanced stage. analysis the majority of field service organizations will have the This conflict is a major issue facing all too many field service Encouragingly in the Strategies for Growth Field Service organizations – there is a wealth of business intelligence core of data collection and can’t ignore the basics. The basic Management Benchmark Survey 2015, 64 percent of available to them but making use of it is seen to be an information gathered from the vehicle and the technician such respondents stated that their top strategic action was to overwhelming, almost impossible, task. Processing the volume as location, arrival times and job completion are all vital, but develop or improve the metrics they used to measure their and speed at which ‘Big Data’ is gathered and turning it into this may no longer be enough. field service performance. useable information is a major challenge. Data collection systems are often not integrated resulting in added complexity in performing analytics. In addition Understandably, no field service organization has exactly the same requirements - with different metrics and KPIs the quality of the data is often suspect, as there can be TRANSFORMING THE WAY THE WORLD WORKS 19

PERFORMANCE ANALYTICS Q&A FEATURE: BUSINESS INTELLIGENCE DRIVING GROWTH Forward-thinking organizations realize the Companies that do analyze and act on their data are set apart WHAT DRIVES INTELLIGENCE IN WHAT KPIS SHOULD AN importance of business analytics in achieving from the competition. In a recent study, ‘Get Smart: Business 1 FIELD SERVICE OPERATIONS? 3 ORGANIZATION BE USING? the very best results. Intelligence and Analytics for Service Organizations’, Aberdeen Group found that best-in-class field service organizations that We’ve acknowledged that the amount of data The most important aspect for any organization is Performance analytics allow organizations to analyze the data adopt analytics technology see their service profits increase by coming from multiple sources is a challenge to that it identifies the metrics important to them and they are capturing more effectively by identifying trends. The 18 percent, customer retention rates by 42 percent and SLA manage for any field service organization and ultimately it is for the organization to decide what value increases when there is further data integration whereby performance by 44 percent. In other words, as companies strive with many businesses leaving it unused that’s is critical to them in measuring success of their information such as weather reports, or training updates are to achieve or retain best-in-class status, it is imperative that they a lot of valuable business intelligence going to overall performance. Secondly they need to have combined to allow the impact of different elements to be leverage analytics in their operations. waste. Through analytics an organization has the the means the capture the data preferably – and seen. This then facilitates the identification of patterns and ability to turn the data into actionable information for ease - all in one place rather than a multitude of relationships in the data. The value builds further when the Big Data has the opportunity to drive additional insights into on a day-to-day basis. different, disparate systems and third, make full use analysis provides the company with the ability to predict and business operations. The benefits of an end-to-end solution of the analytics to get the business intelligence they anticipate future events through benchmarking, predictive and the analytics derived from it will have a compelling impact need to keep on improving their business. analysis and prescriptive analysis, taking business intelligence on the way organizations make decisions. Field service HOW EASILY CAN AN ORGANIZATION IDENTIFY AREAS NEEDING to a more sophisticated and meaningful level. organizations need to break down the data barriers between 2 stand-alone systems if they want to achieve significant WHAT IS THE BIGGEST BENEFIT TO A This requires a performance-driven culture improvements. Business intelligence not only helps in the IMPROVEMENTS? FIELD SERVICE ORGANIZATION WHEN that uses data-capturing technologies and daily performance of identifying operational efficiencies businesses are not hitting their KPIs and need to 4 IT COMES TO BUSINESS INSIGHT? when properly used the information should and managing customer service level agreements, but it is Operational trends and benchmarking reveals where be easily accessible and consumable and the critical in terms of offering process improvements. All of target for improvement. Perhaps technicians are An organization that leverages intelligence strategy must be to drive this information this combines to drive better strategic planning which will returning to customer sites because they lack the and analytics is more agile and responsive. drive revenue growth, improved service delivery and better back into the organization since data left customer satisfaction. knowledge or part to complete the job or time is As an example in terms of customer insight, an organization can provide a great customer unused is meaningless. being spent on unnecessary tasks causing late or experience through the continuous business missed appointments. This ‘lost time’ is lost revenue and with analytics tools issues can be easily and improvements it makes from benchmarking. It is not quickly identified which can make a significant only capturing customer needs, which is generally impact to the business. gleaned from what the customer will tell them, but also through predictive and prescriptive analytics improving customer experience through anticipating Aberdeen Group found that organizations service requirements. This leads to enhanced Aberdeen Group found that organizations that adopted analytic technology saw... that adopted analytic technology saw... customer satisfaction and potential additional revenue streams - all from information that may already be being gathered. increase in 18%% service profit BRANT CARTER FROM TRIMBLE FSM, TALKS increase in ABOUT THE ROLE OF 42%% customer INTELLIGENCE IN OPTIMIZING rention rate FIELD SERVICE OPERATIONS 44%% increase in SLA performance TRANSFORMING THE WAY THE WORLD WORKS 21

PERFORMANCE ANALYTICS Q&A FEATURE: BUSINESS INTELLIGENCE DRIVING GROWTH Forward-thinking organizations realize the Companies that do analyze and act on their data are set apart WHAT DRIVES INTELLIGENCE IN WHAT KPIS SHOULD AN importance of business analytics in achieving from the competition. In a recent study, ‘Get Smart: Business 1 FIELD SERVICE OPERATIONS? 3 ORGANIZATION BE USING? the very best results. Intelligence and Analytics for Service Organizations’, Aberdeen Group found that best-in-class field service organizations that We’ve acknowledged that the amount of data The most important aspect for any organization is Performance analytics allow organizations to analyze the data adopt analytics technology see their service profits increase by coming from multiple sources is a challenge to that it identifies the metrics important to them and they are capturing more effectively by identifying trends. The 18 percent, customer retention rates by 42 percent and SLA manage for any field service organization and ultimately it is for the organization to decide what value increases when there is further data integration whereby performance by 44 percent. In other words, as companies strive with many businesses leaving it unused that’s is critical to them in measuring success of their information such as weather reports, or training updates are to achieve or retain best-in-class status, it is imperative that they a lot of valuable business intelligence going to overall performance. Secondly they need to have combined to allow the impact of different elements to be leverage analytics in their operations. waste. Through analytics an organization has the the means the capture the data preferably – and seen. This then facilitates the identification of patterns and ability to turn the data into actionable information for ease - all in one place rather than a multitude of relationships in the data. The value builds further when the Big Data has the opportunity to drive additional insights into on a day-to-day basis. different, disparate systems and third, make full use analysis provides the company with the ability to predict and business operations. The benefits of an end-to-end solution of the analytics to get the business intelligence they anticipate future events through benchmarking, predictive and the analytics derived from it will have a compelling impact need to keep on improving their business. analysis and prescriptive analysis, taking business intelligence on the way organizations make decisions. Field service HOW EASILY CAN AN ORGANIZATION IDENTIFY AREAS NEEDING to a more sophisticated and meaningful level. organizations need to break down the data barriers between 2 stand-alone systems if they want to achieve significant WHAT IS THE BIGGEST BENEFIT TO A This requires a performance-driven culture improvements. Business intelligence not only helps in the IMPROVEMENTS? FIELD SERVICE ORGANIZATION WHEN that uses data-capturing technologies and daily performance of identifying operational efficiencies businesses are not hitting their KPIs and need to 4 IT COMES TO BUSINESS INSIGHT? when properly used the information should and managing customer service level agreements, but it is Operational trends and benchmarking reveals where be easily accessible and consumable and the critical in terms of offering process improvements. All of target for improvement. Perhaps technicians are An organization that leverages intelligence strategy must be to drive this information this combines to drive better strategic planning which will returning to customer sites because they lack the and analytics is more agile and responsive. drive revenue growth, improved service delivery and better back into the organization since data left customer satisfaction. knowledge or part to complete the job or time is As an example in terms of customer insight, an organization can provide a great customer unused is meaningless. being spent on unnecessary tasks causing late or experience through the continuous business missed appointments. This ‘lost time’ is lost revenue and with analytics tools issues can be easily and improvements it makes from benchmarking. It is not quickly identified which can make a significant only capturing customer needs, which is generally impact to the business. gleaned from what the customer will tell them, but also through predictive and prescriptive analytics improving customer experience through anticipating Aberdeen Group found that organizations service requirements. This leads to enhanced Aberdeen Group found that organizations that adopted analytic technology saw... that adopted analytic technology saw... customer satisfaction and potential additional revenue streams - all from information that may already be being gathered. increase in 18%% service profit BRANT CARTER FROM TRIMBLE FSM, TALKS increase in ABOUT THE ROLE OF 42%% customer INTELLIGENCE IN OPTIMIZING rention rate FIELD SERVICE OPERATIONS 44%% increase in SLA performance TRANSFORMING THE WAY THE WORLD WORKS 21

FOSTERING BUSINESS SUMMARY INTELLIGENCE THROUGH ANALYTICS In this report we have looked at many of the hot topics impacting on field service today and we see that by leveraging technology field service businesses are reinventing themselves as predictive, rather than reactive, operations. We see how machine-to-machine (M2M) communication is All this contributes to how knowledge management shapes the transforming how companies do business and we examine strategy of an organization, driving innovation and stimulating the key role that mobility plays, not just in the field operation change all to the benefit of customers. This is what we apply at but for the end-to-end workflow. Trimble FSM and 2016 promises to be a productive time for us and the field service organizations we work with. “We have seen how machine-to-machine (M2M) communication is transforming Although some of these technologies and applications are years away from mainstream use, the impact on the field how companies do business and we service market will be more immediate; again driven by the examine the key role that mobility plays, desire for organizations to be more productive and better not just in the field operation but for the support their customers. end-to-end workflow.” Thank you again for your interest in this report, we have exciting times ahead. We have shown how access to advanced analytics delivers results as by leveraging data from multiple sources, companies can better understand their operations and customer needs, and make decisions that drive customer satisfaction and increase profits. Trimble FSM provides services to a leading European manufacturer and distributor of major domestic appliances, which employs 16,000 people throughout its industrial centres. Spread over a vast geographical area the company realized in Through the use of analytics, data is turned into clear, relevant JEFF MORRIS, order to manage a successful operation it needed to run the and usable information and provided to local and regional most efficient, safe and cost-effective fleet possible. It sought a managers through a series of weekly dashboards and reports. VP MARKETING, TRIMBLE FSM solution which would help them to reduce on-the-road risk and Trimble then meets with the customer to review the feedback improve driver behavior while directly reducing fuel use and and present on trends. By highlighting areas for improvement, carbon emissions. intelligent business decisions can be made such as organizing driver training for those that need it. Improving overall driver proficiency is helping to increase fuel efficiency, saving over Collaboration, post-installation, is essential and Trimble’s 150,000 litres (33,000 gallons) of fuel over the past year. professional services team work with the company on the analysis and interpretation of the mass of data it receives back from the solutions. It allows them to spot trends and identify 33,000 gallons problem areas, such as where driving behavior could be improved and where fuel is being wasted. of fuel savings in the past year TRANSFORMING THE WAY THE WORLD WORKS 23

FOSTERING BUSINESS SUMMARY INTELLIGENCE THROUGH ANALYTICS In this report we have looked at many of the hot topics impacting on field service today and we see that by leveraging technology field service businesses are reinventing themselves as predictive, rather than reactive, operations. We see how machine-to-machine (M2M) communication is All this contributes to how knowledge management shapes the transforming how companies do business and we examine strategy of an organization, driving innovation and stimulating the key role that mobility plays, not just in the field operation change all to the benefit of customers. This is what we apply at but for the end-to-end workflow. Trimble FSM and 2016 promises to be a productive time for us and the field service organizations we work with. “We have seen how machine-to-machine (M2M) communication is transforming Although some of these technologies and applications are years away from mainstream use, the impact on the field how companies do business and we service market will be more immediate; again driven by the examine the key role that mobility plays, desire for organizations to be more productive and better not just in the field operation but for the support their customers. end-to-end workflow.” Thank you again for your interest in this report, we have exciting times ahead. We have shown how access to advanced analytics delivers results as by leveraging data from multiple sources, companies can better understand their operations and customer needs, and make decisions that drive customer satisfaction and increase profits. Trimble FSM provides services to a leading European manufacturer and distributor of major domestic appliances, which employs 16,000 people throughout its industrial centres. Spread over a vast geographical area the company realized in Through the use of analytics, data is turned into clear, relevant JEFF MORRIS, order to manage a successful operation it needed to run the and usable information and provided to local and regional most efficient, safe and cost-effective fleet possible. It sought a managers through a series of weekly dashboards and reports. VP MARKETING, TRIMBLE FSM solution which would help them to reduce on-the-road risk and Trimble then meets with the customer to review the feedback improve driver behavior while directly reducing fuel use and and present on trends. By highlighting areas for improvement, carbon emissions. intelligent business decisions can be made such as organizing driver training for those that need it. Improving overall driver proficiency is helping to increase fuel efficiency, saving over Collaboration, post-installation, is essential and Trimble’s 150,000 litres (33,000 gallons) of fuel over the past year. professional services team work with the company on the analysis and interpretation of the mass of data it receives back from the solutions. It allows them to spot trends and identify 33,000 gallons problem areas, such as where driving behavior could be improved and where fuel is being wasted. of fuel savings in the past year TRANSFORMING THE WAY THE WORLD WORKS 23

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