Showing posts with label field services. Show all posts
Showing posts with label field services. Show all posts

Mobile Expert Interviews: The Convergence of Enterprise Mobility and IoT

In this episode of Mobile Expert Interviews, I have the pleasure of interviewing three veteran enterprise mobility, field service, IoT and UI experts from TotalMobile in Belfast and the England.  We cover the the subjects of how IoT and enterprise mobility are converging, the role of AI, and how all of these developments are speeding up the delivery of products and services.  We also explore current and future developments in both healthcare and field services.  Enjoy!



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Kevin Benedict
Principal Analyst, Digital Strategist - the Center for Digital Intelligence™
Website C4DIGI.com
View my profile on LinkedIn
Follow me on Twitter @krbenedict
Subscribe to Kevin's YouTube Channel
Join the Google+ Community Mobile Enterprise Strategies

***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I work with and have worked with many of the companies mentioned in my articles.

Oracle Buys Toa Technologies Enhancing Mobile Solutions for Field Services

So that is why the Toa Technology team canceled my Google+ Hangout interview with them last week.  They were getting purchased!  

Toa Technologies is a very successful cloud based provider of field service management solutions that is heavily involved in mobile technologies.  They had been accumulating a stellar team and was regularly announcing sales deals with companies that had thousands of service technicians working in the field.  That is precisely why I wanted to interview them!

I am impressed with Oracle's aggressive launch into mobility in 2014.  They were late to the game, but are really stepping up.  A few months back I wrote an article (http://mobileenterprisestrategies.blogspot.com/2014/05/oracle-mobility-emerges-prepared-for.html) about Oracles latest moves into enterprise mobility.

Here is the press release on the acquisition: http://www.oracle.com/us/corporate/press/2254950

Oracle today announced that it has signed an agreement to acquire TOA Technologies (TOA), a leading provider of cloud-based field service solutions that manage and optimize the last mile of customer service for enterprises by coordinating activities between dispatchers, mobile employees and their customers.
TOA’s Field Service SaaS enables modern enterprises to continuously monitor real-time field service requests coming in from contact centers, to schedule the right field service representative to dispatch, and to use sophisticated business analytics to monitor and view current inventories, accurately predict service windows, and optimize field service operations. TOA’s customers have more efficient field service operations, lower costs of delivering field service, and deliver a superior customer experience.
TOA’s solutions manage over 120 million service events annually in more than 20 countries and include global brands across many industries including DISH Network, E.ON, Home Depot, Ricoh, Telefonica, Virgin Media and Vodafone.
Oracle Service Cloud, part of Oracle Customer Experience Cloud, is an industry-leading platform for online customer service, cross-channel contact center, knowledge management, and policy automation. Oracle ERP cloud solutions help accelerate productivity, allocate resources, and provide on-demand information access.
Oracle Service Cloud and Oracle ERP cloud solutions combined with TOA will empower innovative customer service organizations to drive operational efficiencies while bolstering customer satisfaction and exceeding service expectations through personalized service.
More information on this announcement can be found athttp://www.oracle.com/toatechnologies.
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Kevin Benedict
Writer, Speaker, Editor
Senior Analyst, Digital Transformation, EBA, Center for the Future of Work Cognizant
View my profile on LinkedIn
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Join the Google+ Community Mobile Enterprise Strategies
Recommended Strategy Book Code Halos
Recommended iPad App Code Halos for iPads

***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and digital transformation analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Interview: Moshe BenBassat CEO of ClickSoftware

I surprised Moshe BenBassat at the Mobile World Congress 2014 with an ambush interview, but we have known each other for many years so he agreed to it.  In this interview we talk about artificial intelligence, ClickSoftware's latest acquisition and developments in the enterprise mobility market.  Enjoy!

Video Link: http://www.youtube.com/watch?v=HN43jSvK1ao&list=UUGizQCw2Zbs3eTLwp7icoqw&feature=share


ATTENTION!  Cognizant is hosting a lunch and learn in Santa Clara, CA on February 27th from 12-2 PM on the subject of Beyond Digital Asset Management: An IT Roadmap for Next Generation Digital Marketing.  Forrester Analyst Anjali Yakkundi will be sharing from her research there as well. If you would like to attend, here are more details - http://app.certain.com/profile/web/index.cfm?PKWebId=0x5873675f2e.

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Kevin Benedict
Senior Analyst, Digital Transformation Cognizant
View my profile on LinkedIn
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and digital transformation analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Where the Physical Meets the Digital in Field Services and Asset Management

I am fascinated by the notion of the physical world converging with the digital world and the benefits that become possible as a result.  Not in the context of a humanoid weeding my garden, although that would be nice, but in the context of making better business management decisions based on more efficient data collection and reporting.  The term digital transformation is often used to describe this convergence.

Think of growing the best possible garden full of award winning fruits and vegetables.  The garden may consist of some physical things like dirt, seeds, containers, plants and tools, but the key to success is the information about the garden.  The information about the soil, types of plants or seeds, appropriate time to plant and harvest, weeding and watering schedules, the best fertilizers to use based upon the soil conditions etc.  This information can be collected and input into a software application as digital information.  Once digital, software applications can analyze this information and create schedules and plans on how to optimize the production of the garden.  Business operations are much the same.  The more data that can be collected and analyzed on location, physical assets and facilities, environmental conditions, tasks, status, etc, the better planning and optimization can be done by software applications utilizing artificial intelligence.
Integrating Geospatial with ERPs

Let's consider utilities and other geographically dispersed operations.  Effective data collection, management, analysis, and reporting of data is critical.  They own and management data-driven systems of pipes and wires, poles, valves, substations and switches all associated with data such as location, service history, asset details, maintenance records, applicable product warranties and history.

Utilities must know a massive amount of geospatial information about their assets and the environment around them.  Think about an underground gas line.  The utility needs to know the exact location of it, creeks, rivers, roads, property owners and property lines, access routes, location relative to other construction sites, environmental impact studies and issues, minor and major transportation lines crossed, just to mention a few data points.  In addition, a lot of information is dynamic like new construction sites, road building, digging, erosion, etc.  Not only must the utility collect and store static information like asset details, but dynamic data about activities and tasks around it.  Wow!  You can quickly see that efficient information  collection is critical.

Efficiently operating a utility grid is mostly about implementing an efficient logistics of information system connecting field data collection and management and planning solutions in the office.  If you are a sub-contractor for services, it is also the way you get paid.

Today many are considering the use of tablets for collecting and querying required field data.  The problem is tablets still have painful limitations. First, while tablets have the computing power of laptops, their memory remains limited, which impacts their capabilities when working with large geospatial databases unless you purchase specialized geospatial software purpose-built for tablets.  Secondly, connectivity in the field is often intermittent, while geospatial data access needs are constant.  This necessitates a robust offline mobile app and data storage capability often missing from tablets.  And finally, there are multiple tablet operating systems available, which often dictate the type of applications, databases and geospatial applications that can be used by your workforce.

If your organization is considering the use of tablets in the field look for applications that can support multiple tablet operating systems, offline data editing and data collection and integration with all of your required ERPs and geospatial enterprise applications and databases.

Now let's get back to the notion of the physical meeting the digital.  In a utility, the digital information (code halos) related to a physical asset and the tasks around it are the keys to planning, scheduling and maintaining it for optimized productivity.  That means efficient data collection is critical to digitizing your physical environment and gaining the benefits of artificial intelligence built into your planning, scheduling and asset management solutions.

Today efficient data collection can be facilitated through M2M (machine-to-machine) embedded wireless chips integrated with sensors that automatically report on conditions and statuses of equipment, assets and facilities, and by field workers using smartphones, rugged laptops or tablets.

How efficient is your data collection system?  Are there gaps that are preventing you from fully digitizing your physical operational area and leaving you with geographical and operational blind spots?

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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Power Projection on a Global Scale and Enterprise Mobility

Power Projection
Hillsong United, is a global musical powerhouse headquartered in Sydney, Australia.  While I was in Sydney recently I was able to attend a musical program led by Hillsong's Taya Smith.  Taya Smith is the singer of the popular christian worship song Oceans.  Last week, our daughter sang this song at Whitworth Univeristy in Spokane, Washington, and we heard this same song again in Austin, Texas over the weekend.  That is "talent and influence projection."  A musical group from thousands of miles away can project their talent into musical programs worldwide within days thanks to digital technology.

The term "Power or Capabilities Projection" is the ability to influence events and act from afar.  This is what enterprise mobility is all about.  It's the ability to provide better customer service over vast distances because you know where your 5,000 service technicians are located and the status of the jobs they are working on.  You can provide more accurate estimates of their arrival, more efficiently assign jobs and route them to the next location all from hundreds or thousands of miles away.

Companies that recognize the importance of "power or capabilities projection" and the role enterprise mobility plays in it, can develop economies of scale previously unimagined.  Today a company's SMEs (subject matter experts) can be brought to a job site "virtually" using mobile technologies.  The SME can view a job site via live video, ask questions, analyze data collected on mobile devices and assist in solving solutions remotely.  Rather than hire an SME for every location, one SME can now project their expertise globally, thus enabling better service and reducing costs.

In addition, mobile enterprise collaboration apps connected to cloud platforms can enable leaders and SMEs globally to work together to quickly and efficiently solve problems in distant lands.  This is a big deal.  Many countries may have a strong military able to defend their own borders, but few have the ability to "project" their power outside of their region which limits their influence and power.  Companies able to project their capabilities have nearly unlimited potential for growth.

Cloud-based solutions can also offer incredibly powerful capabilities to project your company, brand, products and services.  Today, a competitor's team can land in your market, connect to the Internet and have access to complete ERPs, CRMs, logistic systems and social/mobile marketing platforms in seconds.  That is a different level of competition and speed to market than many of us are accustomed to dealing with.  It takes a different game plan.


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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
***Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Apps for Short-term Projects

I had the privilege of speaking before a group of service sector leaders this week in Chicago, Ilinois on the 95th floor of the John Hancock building.  During this event I had the opportunity to speak with many field services professionals about their operations and strategies.  Many of the challenges these folks face are the typical ones around change management, process re-engineering, mobile device selection and connectivity.  However, I also heard about the need to quickly develop mobile apps for short-term projects, a recurring issue in many construction, inspection and engineering related projects.

There is a significant segment of the "hard hat" market that needs project based mobile apps.  These apps must be quick and easy to develop as they may only be used for three months on a particular project.  The ROI needs to be a matter of days, not years.  During those three months, however, project management and the profitability of the project could realize great benefits from having real-time data collection, reporting and collaboration via mobile devices.

I think a project-based mobile app may need to include a quick data collection and reporting template that is pre-integrated with a database and reporting tool. Otherwise, the integration and report generation work might take longer than the project.
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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Darren Gbadamosi, Part 2

In this short video interview, recorded in the English countryside, I ask mobility expert Darren Gbadamosi from ClickSoftware his insights on the evolving enterprise mobility market, his views on change management and mobile strategies.  Enjoy!

Video Link: http://youtu.be/WiGDzU9hW4U


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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Advanced Mobile Strategies and Integrated Sensors

Last week I watched a presentation recorded at GigaOm Structure:Data conference featuring Gus Hunt, CTO of the Central Intelligence Agency (CIA).  In his presentation, he identified SMAC (social, mobile, big data analytics, and cloud) as the culprit for the massive increase in available data in the world.  He explained that the average smartphone generates huge quantities of data from the following embedded sensors:
  • proximity sensors
  • 3-axis accelerometer sensors
  • touch sensors
  • image sensors
  • microphone sensors
  • light sensors
  • GPS (geo-location) sensors
You can imagine, with the billions of phones around the world, how much additional data is produced each day!  Now add the mass volumes coming out of social media!

Hunt went on to say there is a time-value-of-data.  This is an important concept for us to understand.  The value of data is worth more this second, than it is worth in two weeks.  When I activate the GPS on my iPhone, I want something to happen now not tomorrow.  The GPS sensor needs to give me immediate feedback.  Likewise, information about the location of a bad guy this second is much more valuable than where he was last month.

Have you ever had a slow GPS navigation system?  I have.  It told me to turn after I passed by the exit. GRRRRRR!

The CIA has a unique mission that involves filtering through mass volumes of big data sources for information that is important to our national security and interests.  Hunt identified seven universal constructs for analytics, or ways of organizing data that I found very interesting:
  1. People
  2. Places
  3. Organizations
  4. Times
  5. Events
  6. Concepts (value judgements - good or bad)
  7. Things (Internet of Things)
In my SMAC strategy sessions, I spend a lot of time educating my audience on five of these seven.  I might now need to re-think how to incorporate organizations (project teams?) and concepts into my sessions as well.

In the context of enterprise mobility, the location of your people and places (think job sites, customer locations, supply depots, etc.) are all very important.  However, time and events are equally important for project management and scheduling.   What time did you start and finish a job?  How long will it take to drive to the next job site?  What did you do while at the job site?  Did you complete the task?  All of these things are very important.

It is important to again look at what Hunt said about the time-value of data.  You cannot optimize a service technician's schedule if you don't know when he starts or finishes a job.  You can't optimize his driving route if you don't know when he is driving.

Today GIS (Geospatial information systems) are beginning to associate where things are at a particular moment in time, and how they are related to other objects, people, events, etc, around them.  These relationships will be very important.  For example, a construction manager may require a backhoe to continue on a project.  The backhoe is three hours from being on the job site.  This is important information for planning and scheduling.  It is important data that has a high time value if known in advance. However, it has very little value if it is only known after the fact.

What are the relationships between the construction manager, project, P&L and backhoe?  The manager owns the project and project P&L.  The project is on hold until the backhoe arrives, which jeopardizes the profitability and completion of the project.

All of this data about location, things, relationships and times is critical to optimizing projects and plans.

In the very near future, software developers will need to be much more familiar with the physical world, as the digital and physical are integrating around real-world data.  I will emphasize again that the value of the data is dependent upon the speed in which it is collected, analyzed and shared with those who can use it in the field.  But that is not all!  Here is a final quote from Mr. Hunt,  “The power of big data can only be fully realized when it is in the hands of the average person.”

Mobile strategies are not just about managing smartphones and securing data between the office and mobile workers.  It is about all of the things identified in this article and more.  It is about the time, location and relationships between moving players, concepts and events.  This is where the real fun is today!

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Kevin Benedict, Head Analyst for Social, Mobile, Analytics and Cloud (SMAC) Cognizant
View Linkedin Profile

Read the whitepaper on mobile, social, analytics and cloud strategies Don't Get SMACked
Learn about mobile strategies at MobileEnterpriseStrategies.com
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility

Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Kevin Benedict

I am sorry it came down to this.  I couldn't find any other person willing to be interviewed.  Actually this was an interview I did a few weeks back in San Diego.  I speak on the trends I am seeing in enterprise mobility.


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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Gartner's New 2012 Magic Quadrant for Field Services

Have you seen the new 2012 magic quadrant on field services from Gartner?  It is quite strange.  SAP is listed in the bottom left even after the Syclo acquisition?  I thought Syclo was all about mobile enterprise asset management which is very closely aligned with field services (think preventative maintenance and repairs).

ClickSoftware, however, is listed far above everyone else in the top right quadrant.  The strange part is that SAP resells ClickSoftware's solutions as the SAP Workforce Scheduling and Optimization solution and it utilizes the SAP Mobility Platform.  What a small world we all live in.  It seems the Gartner analysis is less about the technology, and more about how it is positioned in the market.  I say that because you can get the same solution from both companies yet they are far apart on the MQ.

My analysis is that field services is much more than just a mobile app platform.  It includes dynamic scheduling, rostering, forecasting, time sheets, planning, etc.   Mobility is simply extending and enhancing the power of those solutions.  Without those connected back-office solutions, mobility loses much of its value.  That is how I interpret the MQ.  What about you?

More pondering... This must present a real dilemma for SAP sales folks selling into field services opportunities.  Should they sell their prospects the SAP Workforce Scheduling and Optimization solution by ClickSoftware, which is on their price list and listed in the very top right Gartner MQ for Field Services and sits on top of the SAP Mobility Platform, or should they sell their prospects just SAP Mobility Platform which is listed in the bottom left.  Yikes!  That is going to require some strategy.

In a timely but coincidental note, I will be joining Stewart Hill from ClickSoftware at 11 AM EST on November 13th to present a webinar titled, "Using Mobile Technology to Drive Business Visibility and Real-time Decision Making."  What a fun subject!!!  I invite you to join the discussion by registering here.
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Kevin Benedict, Head Analyst for SMAC, Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Linkedin Group Strategic Enterprise Mobility
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility and SMAC analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Competing with Mobile Technologies


Tough competitive markets can be a call to improve and innovate for many services businesses. It can be that extra push, that motivation we need to conduct some introspection. It is these times that require reviewing how we are doing business today with a critical eye on how we can accomplish more with less (increasing productivity), improve customer service and reduce inefficiencies. Mobile Technologies can play a significant role in all three areas.

The following list identifies a few of the many areas where mobile technologies commonly can help a services business become more competitive.  As you read through this list, think about other areas in your unique business where mobile technologies would offer value:
  1. Efficiencies in communicating information between the office and the remote service technician or jobsite
  2. Efficiencies in planning and scheduling work based upon job status, location, parts and supply inventories and expertise
  3. Reducing fuel costs
  4. Reducing travel time
  5. Reducing redundant data entry activities
  6. Increasing productivity – more average service calls per service technician in a day
  7. Increasing service contract sales
  8. Increasing equipment upgrade sales
  9. Increasing collections and reducing DSO (day sales outstanding) with electronic invoicing, and the swiping of debit/credit cards via mobile devices
  10. Improving inventory control and management - visibility to parts needed, the location of inventory and parts used on each job or service ticket
  11. Reducing risks by ensuring safety procedures are followed
  12. Improving management visibility into work done in the field to ensure quality services

These 12 ideas, of course, are just the start.  They are just some of the most obvious. In times of rapid growth, inefficiencies are often overlooked in a rush of new sales and business growth. However, when competition increases, it is a good time to re-evaluate business processes in order to eliminate the inefficiencies, and improve productivity and customer service.

It is not a luxury to invest in enterprise mobility.  Enterprise mobility is here for the rest of your career, and the future of many companies is dependent on how they embrace and take advantage of mobile technologies.


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Kevin Benedict, Head Analyst for SMAC (Social, MOBILE, Analytics and Cloud), Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Tal Geffen

I recorded this interview with ClickSoftware's VP of Product Development, Tal Geffen in beautiful and sunny San Diego, CA last week.  In this interview I ask Tal to describe how back-end applications like work order management, scheduling, time sheets, rostering and other service related solutions connect and work with mobile apps.  We then talk about mobile platforms and the use of context aware and predictive concepts in mobile solutions.


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Kevin Benedict, Head Analyst for SMAC (Social, MOBILE, Analytics and Cloud), Cognizant
Read The Future of Work
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: These are my personal opinions. No company is silly enough to claim them. I am a mobility analyst, consultant and writer. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Udi Keidar

Have you ever wondered about the role cloud computing plays in enterprise mobility and field services?  In this segment of the Mobile Expert Video Series, which I recorded yesterday in San Diego, CA., Udi Keidar, VP of Cloud Services with SAP Partner ClickSoftware explains the world as he sees it.


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Kevin Benedict, Mobile Industry Analyst and Mobile Strategy Consultant
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: I am a mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Aberdeen's Sumair Dutta

I had the privilege of attending Aberdeen Group's Sumair Dutta's session today in San Diego at ClickSoftware's ClickConnect 2012 user conference.  In this interview he shares his thoughts on the use of mobile technologies in the services industry and what he is seeing and hearing.


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Kevin Benedict, Mobile Industry Analyst and Mobile Strategy Consultant
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: I am a mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Moshe BenBassat

I had the opportunity to sit down with the founder and CEO/Chairman of ClickSoftware, Moshe BenBassat yesterday in San Diego, CA and interview him on his background working with military planners, ballistic missiles, air forces and the history of his company.  We dig into the use of artificial intelligence in their workforce optimization software, and the critical role of enterprise mobility in field services.  I believe you will find this interview very interesting.


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Kevin Benedict, Mobile Industry Analyst and Mobile Strategy Consultant
Follow me on Twitter @krbenedict
Join the Strategic Enterprise Mobility Linkedin Group
Full Disclosure: I am a mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

30 ROI Ideas for Mobilizing Field Services

I was reviewing my notes from past mobile strategies workshops I have conducted for field services organizations and thought some of my notes might be useful.

First, what are service companies trying to achieve with mobility?  Here is a summary:
  1. Increasing productivity – more average service calls per service technician in a day.
  2. Improving management visibility into work done in the field
  3. Efficiencies in communicating information between the office and the remote service technician or job site.
  4. Efficiencies in planning and scheduling work based upon qualifications, location, parts and experience.
  5. Reducing fuel costs.
  6. Reducing travel times.
  7. Reducing overtime
  8. Using least cost employees and contractors
  9. Increasing productivity – more average service calls per service technician in a day.
  10. Increasing onsite product and service sales.
  11. Increasing collections with mobile invoicing, mobile printing of invoices and onsite collections.
  12. Improving inventory control and management - visibility to parts needed, the location of inventory and parts used on each job or service ticket.
  13. Reduced risks by reminding service technicians of safety hazards and safety procedures on the job.
  14. Improved customer interactions 
The following list drills down into more specific areas:
  1. Eliminate time spent in the office re-typing data collected in the field
  2. Eliminate time spent on the phone dispatching service tickets or work orders - both the time of the dispatcher and the time of the service technician: Dispatch electronic service tickets direct from your work order management system in the office with the mobile device of your service technician.
  3. Save time finding each work location: Send driving directions, or links, in the electronic work order that work with the GPS and mapping software in the mobile device.
  4. Avoid the high fuel costs incurred delivering paperwork to the office and picking it up: Synchronize the data direct from the field to the central database application.
  5. Avoid the time cost transporting paperwork from the field to the office: Synchronize the data collected from the field with the push of a button.
  6. Save time and provide better customer service by providing real-time access to enterprise parts, orders, and inventory data while in the field: Enable mobile access to customer history, product documentation, warranty information, inventory information, time sheets, work schedules and much more.
  7. Save time with field data collection by using barcode scanners and barcode labels, or RFID readers and RFID tags on assets: A quick scan with a handheld computer can automatically display all stored information related to the asset for quick review, edits and additions.
  8. Save time and reduce admin costs by creating and scheduling new service tickets direct from the field:
  9. Provide immediate invoicing for faster collections and better cash management: Allow field tech to print the invoice on a mobile printer at the job site.
  10. Save time and postage costs: Print the invoice and leave it with the customer at the job site, rather than wait and bill later from the office.
  11. Document proof of work completed to reduce invoice disputes: Leave a GPS audit trail of where work was performed and include a time and date stamp. Digital photo evidence of before and after work is also useful.
  12. Reduce the introduction of errors: Paper based systems are inherently slow and error prone due to human interaction, copying and re-typing. The more human hands that touch a paper form and add or edit data, the more chances that errors can be introduced to the data which will cause invoice disputes, inaccurate records and confusion.
  13. Reduce administrative costs by ensuring complete data is sent from the field, as incomplete or inaccurate field data can take hours of work to track down and correct: Send data from the field and ensure it is complete with data integrity features on the mobile devices.
  14. Reduce administrative costs by avoiding errors and misinterpretations due to poor or misread handwriting: Create electronic forms with pre-made options, check boxes and lists, and by using onscreen digital keyboards.
  15. Reduce administrative costs by ensuring the accuracy of data: Validate answers in the mobile software application on the handheld PDA.
  16. Reduce time on the phone and dangerous note taking while driving: Push documents directly from the office to the handheld.
  17. Save time and fuel by providing electronic dispatch and least cost routing: Use vehicle and/or handheld GPS tracking to view your workforce locations. Smartphones with GPS functionality can display the location of the field worker to help managers better organize service responses.
  18. Save time by developing estimation and job analysis mobile apps that can help field users make quicker and more accurate decisions and job estimates.
  19. Save time in the field by automating business processes in the mobile apps: Mobile apps can be configured to perform all kinds of automated business functions, queries, computations and analytics.
  20. Enforce quality work habits: Automate “best practices” into your mobile apps and provide visibility to managers.
  21. Automate quality and best practices - Activate the appropriate business process based upon the data entered: A specific answer can trigger the required business process in mobile apps.
  22. Reduce inventory loss - Avoid undocumented inventory usage and unbilled time: Enforce real time data entry before clock out or work order completion.
  23. Improve job estimates: Require clock in and clock out on projects to document and analyze the accuracy of work estimates.
  24. Improve technician training: Train new service technicians and inspectors with audio memos or video clips in the handheld computer application.
  25. Reduce disputes by documenting deliveries and work with digital signatures, date and time stamps and barcode scanners on the handheld computer.
  26. Save travel time and fuel cost finding parts: Query available inventory in nearby company vehicles.
  27. Increase profit per customer: Use information in mobile apps connected to CRMs to up-sell more products and services while onsite with the customer.
  28. Provider quicker and more accurate estimates: Query latest shipping status, schedules or inventory levels via smartphones or tablets while onsite with customer.
  29. Increase warranty revenues: Include updated customer information on mobile devices so the service technician can sell warranty and maintenance plans, new products and upgrades.
  30. Dispatchers with real-time visibility into job progress and status can more efficiently dispatch least-cost service technicians (contractors vs. employees).
In order to achieve true situational awareness with a real-time 360 degree view of your operations, you will need a number of systems to be tied into your mobility platform.  Here are just a few ideas:
  • CRM
  • Work Order Dispatch system
  • Scheduling system
  • Workforce optimization (workforce and resource planning needs)
  • GPS Tracking
  • Enterprise Asset Management
  • HCM (Human Capital Management) System
  • Inventory systems
  • Real-time Business Analytics
  • Etc.
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Kevin Benedict, Mobile Industry Analyst, Mobile Strategy Consultant and SAP Mentor Alumnus
Follow me on Twitter @krbenedict
Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Mobile Expert Video Series: Alec Berry, Part 1

I met Alec Berry, Director of Professional Services with ClickSoftware, just outside of London this week for an interview.  I enjoy interviewing mobile experts that are in the professional services arena as they usually have the best stories and advice as a result of implementing mobile solutions with many different companies.  In part 1 of this interview we discuss the latest mobility trends, mobile and scheduling challenges when working with contractors.


Watch Part 2 of this interview here.



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Kevin Benedict, Mobile Industry Analyst, Mobile Strategy Consultant and SAP Mentor Alumnus
Follow me on Twitter @krbenedict
Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

3D Maps and the Real World of Mobile Workers

I read yesterday about Apple dumping Google Maps and making a big investment in their own 3D mapping technology solution.  I was interested specifically in the 3D aspect of Apple's announced mapping solution.  Since the real world is in 3D, the more 3D the better.

A few years ago I worked on several mobile software projects with a facilities management company.  These projects were very interesting as they involved 3D considerations.  Facility managers need to know things like location and count of electrical outlets,  light fixtures, heaters, network cables and remodeling projects that are not included in the original plans.  Why?  It is their job to assess, maintain and repair the facilities and keep them compliant with local regulations and fire codes, so they must know what they are working on.

In some cases, facilities management company will bring into a room 3D laser scanning technology that will scan the room and completely map out its interior.  These 3D representations are then added to the building plans to provide a complete 3D representation of the building.   This is very useful if you are the person tasked with repairing the building.

I was once involved in a mobile field services project with a company in Oxford, England.  Their business model involved signing multi-year service contracts to support all the HVAC (heating, ventilation and air conditioning) units in large commercial buildings.  The first thing this HVAC services company did with a new contract is to map out their customer's buildings and equipment and geo-tag them.  That is basically a 3D view of the location of all the equipment they would need to service.

For those not familiar with the concept of geo-tagging, it is simply documenting the GPS location of an object and labeling the location on a map.  In addition, many service companies will add a bar code label to the object so it can be uniquely identified in the EAM (enterprise asset management) system and facilities management systems.  This enables a service technician to simply scan a bar code on an object and have its history and records instantly produced on the handheld computer or smartphone.  It also helps them accurately document maintenance and repairs to that piece of unique equipment.

Buildings are 3D.  So anytime you are servicing objects in a building it is useful to have a 3D representation of it.  Especially, if the buildings are large and the interiors complex.

I recently listened to a segment of TedTalk about an organization that takes 3D scanners and maps out archaeological sites to preserve them digitally.  I thought this was very interesting.  They first described how many historical sites have been lost to history due to wars, looting, vandalism and geological events.  They described how they felt they were in a race against time to scan as many objects as possible to preserve them digitally.  Again these are all 3D maps.

I remember working on a mobile applications project for a services company that did post-disaster inspections of property.  They would enter a building and immediately begin a 3D map of the building.  They were looking for damage to buildings and property including storm damage (water, wind, earthquake, mold, mildew, etc.).  Everything they did involved a 3D map.  I remember discussing how to visually demonstrate water damage that was on the ceiling, two walls and the floor - definitely 3D. 

I teach in all of my mobile strategy workshops the concept of 4D field services.  This takes the concept of 3D (height, width and length) and adds the 4th dimension of time.  When did something happen (time) at that location on the map is also important.
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Kevin Benedict, Mobile Industry Analyst, Mobile Strategy Consultant and SAP Mentor Alumnus
Follow me on Twitter @krbenedict
Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Latest Strategies for Mobilized Field Services

There are very few areas in the enterprise space that are being transformed more by mobile technologies than field services.  I can think of perhaps healthcare, banking and marketing, but field services is a big one.  This week, Gil Bouhnick and I will be discussing in a webinar, how the use of mobile technologies in field services has introduced completely new business strategies for the services sector.  I invite you to join us!  Register here!    

The webinar will take place on Wednesday, June 13th (8:00 am PST/11:00 am EST/ 4:00 pm GMT).
In this webinar we will be discussing:
  • The meaning of a real-time enterprise and the role of mobile technologies
  • Situational awareness in field services
  • 4D Field Services
  • Mobilized Objects
  • Velocity in Field Services
  • Optimized Intersections
  • The role of HTML5
  • The role of mobile middleware
  • The role of enterprise app stores
I hope you can join us!  Register here!

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Kevin Benedict, Mobile Industry Analyst, Mobile Strategy Consultant and SAP Mentor Alumnus
Follow me on Twitter @krbenedict
Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Kevin Benedict's Video Comments: Velocity in Field Services

Last week I was speaking and teaching sessions on mobile strategy in Barcelona.  I took the opportunity before the conference started to record a video comment on the concept of "Field Service Velocity."  I hope you find this useful.



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Kevin Benedict, Mobile Industry Analyst, Mobile Strategy Consultant and SAP Mentor Alumnus
Follow me on Twitter @krbenedict
Full Disclosure: I am an independent mobility analyst, consultant and blogger. I work with and have worked with many of the companies mentioned in my articles.

Interviews with Kevin Benedict