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16 - 17 April 2017 | Sydney, Australia

Media Center

Whitepapers

Measuring productivity and health using ruggedised handheld devices

Panasonic Toughpads are designed to slash field failure rates, boost productivity and deliver lower total cost of ownership. Panasonic is leveraging it’s 20 year heritage in ruggedised IT with a new range of handheld Toughpad devices.

This whitepaper explores user insights into Panasonic Toughpads vs competitor devices, review the health implications of angled barcode readers for their users and review the results of a newly commissioned 500 user survey into best practice workflow in ruggedised handheld devices.

Field Service and Customer Care

Within the field service industry, the customer service function is traditionally viewed as a cost center. It’s necessary to maintain customer-facing operations in order to deliver, install, or maintain products. Customer service is an essential part of doing business, particularly in the business-to-business (B2B) space or within maintenance organizations.

Field service technicians or call center representatives are typically the only personal contact customers have with vendors. Making the most of these touchpoints and building solid customer relationships is an essential part of customer retention, brand differentiation, and a healthy bottom line.

Digital Transformation And Enterprise Service Management

In this age of digital transformation, the old methods of service simply don’t apply anymore. World-class organizations must now anticipate service needs before they manifest as problems by taking a proactive approach to service delivery. This whitepaper by IFS looks at how IoT and ‘digital speed’ can cut service response times by up to 90%, how the rise in dynamic scheduling can be use to increase field service efficiency and how to exploit sensing this and pre-empt product failures.

How the Internet of Things (IoT) Is Transforming Field Service

ClickSoftware is a global leader of automated workforce management and optimization solutions for the service enterprise.

Field service lies at the heart of the Internet of Things (IoT) evolution. This ClickSoftware Business Paper looks at how the Internet of Things is having major impact across both industrial and consumer sectors, and many bodies of research focus on these separately.

Best Practices for Measuring Your Field Service Business

This paper will present a unique and powerful method for identifying and monitoring field service metrics. It will reveal how to use data to expose the real story behind your operations. Through a detailed discussion about the range of metrics at your disposal – and how to choose the right ones for your company – this paper will equip you with a tried-and-tested approach for using metrics to measure your operational performance as it relate to the pursuit of your company’s business goals.

Calculating Your Investment In Enterprise Mobility

In the face of known unknowns, the key is to reduce the cost of mobility over time with a development approach based on prebuilt components, processes, tests, and templates. This results in faster and more reliable delivery of applications and updates, which ultimately translates into achieving ROI sooner. This whitepaper by Redhat (the world’s leading provider of open source software solutions) offers practical advice and an indicative scenario to help you win support for your mobile app initiatives.

Field Service in the Cloud

The cloud-based software revolution is drastically changing the landscape for Trade Service companies with field staff. The days of running multiple systems to handle essential business tasks like scheduling, invoicing and service management are fast becoming a thing of the past. Instead, field reps are accessing everything they need from the palm of their hands thanks to cloud-based technologies that are leading a revolution in connectedness and mobility.

This simPRO whitepaper looks at various aspects of Field Service in the cloud from connectivity, accessibility, efficiency, security and costs.

How technology adoption is transforming field services

Cloud technology has revolutionised the way business is conducted in many industries - field services being no exception. The streamlined processes that cloud-based job management software offers has motivated many in the field service industry to replace the old pen and paper methods with the new technology.

Today, technicians in the field are able to access real time information on their smartphone or tablet directly from the job, which offers a more efficient experience for both customers and technicians. Customer.

How machine-to-machine technology and the Internet of Things will transform field service

Service, as it stands today, is a largely reactive business process. Equipment fails, customers call, service visits are scheduled, and invoices are paid. But a convergence of technologies—sensors, wireless communications, cloud computing—are ushering in a new era of proactive service that will fundamentally alter the way companies maintain and repair equipment. In this Whitepaper, Astea outlines how machine to machine technology and the internet of Things will transform field service.

Enterprise Case Study: Solving the Problem of Managing Connected Devices

This case study focuses on smart metering, a relatively mature subsector of IoT technology. However, the lessons learned are relevant for any enterprise deploying connected sensing and control equipment across its asset base. Elster's mobile workforce management project highlights a significant gap in the market for companies that require connected asset management applications.

A must have guide to making an informed decision when choosing rugged tablets and laptops

In today’s mobile computing market, it can be difficult to understand what the term “rugged” really means. It’s reasonable for a buyer to expect that a device marketed as “rugged” is at least a little more durable than a standard off-the-shelf consumer product, but how durable and in what ways? How can buyers of laptops or tablets be assured the devices they are investing in will be reliable when it counts the most? This may seem like a matter of semantics, but questions about ruggedisation can have real consequences to organisations and its individuals.

National Media

How an IoT System is Helping the Trains Run On Time

An Australian technology minnow is turning heads here and around the world with one of the first examples of internet of things (IoT) technology that can improve train travel efficiency and safety.

The system, called the Pantograph Collision Detection System (PCDS), is designed to help network operators locate failures in overhead wiring systems rapidly and at lower cost that the current methods they use. As a result, it could also vastly minimise service delays.

Presentations

Enabling proactive asset maintenance by logging in faulty equipment before it breaks down

At the last FSM conference, Kathryn Turner, Contractrs Coordination Specialist at Queensland Urban Utilities, presented on the work management process flow and how several innovations were enabled to improve field service mobility across the organisation. In this presentation, you can read more about innovations such as asset inspection frameworks, data capture and analysis methods used by the organisation.

Benefits of a mobility & compliance solution for highly regulated industries

Michael Olsen, CEO of Infraworks, outlined highly regulated industry dynamics and examined how lean practice can help leverage technology;a focus which led to the organisation developing a set of functional requirements based on revised lean processes (including eliminating waste, creating smooth reliable flow of activity and maximising customer value).

Streamlining field force processes

Stephen Jewell, Manager - Network Operations at Unitywater, detailed how the organisation used business process mapping streamline service order generation to requests and parent work orders. He also examined how data and reporting methods support management and monitoring of field job progress and lessons learned. 

Driving Customer Focused Solutions with an Integrated Technology Platform

In this past presentation from Field Service Management 2016 Brian Sharman, Technical Director, Strategic Asset Management at AECOM explores:

  • Measuring your business and customer needs to manage
  • Comparing solutions and compatibility
  • Maximising current capabilities to meet your needs

Next Generation Triple Zero

In this past presentation from Field Service Management 2016 Lance Martin, Divisional Head, CAD explores:

  • The delivery of a sustainable emergency call service to meet community expectations and rapidly changing technology
  • The national E000 strategy and the implications to interactions with the community
  • Agency CRM systems and mobility



Generating Value From Subcontractor Field Workforces

In this presentation from last years' Field Service Management 2016 conference Chris Kinley, Manager of Maintenance Services at Watercare explores: 

  • Increasing trend to use subcontractor workforces to deliver ‘core’ customer facing activities-eg telco, utilities, logistics, healthcare due to i) flexibility and ii) cost competitiveness
  • Why does traditional contracting have such as bad reputation?- poor quality, adversarial relationships, no customer focus
  • The real challenge is “how do you ensure that these subcontractors deliver the desired customer outcome as well as a financial benefit”?
  • Engagement - the happy subcontractor= the happy customer
  • Driving efficiency and improving quality of service through a commercial lens
  • Core new capabilities being implemented
  • Improving KPI performance and reporting requirements through stakeholder engagement and data enhanced capture

Transforming Data into Knowledge

In this presentation from last years' Field Service Management 2016 conference Keiron Walsh, Technology Solutions Manager at Energex explores: 

  • Integrating data to produce knowledge and make informed business decisions
  • Managing the storage of data and the need for information to be available in more than one system
  • Capturing and collecting data in the field

Empowering Your Field Service Worker

In this past presentation from Field Service Management 2016, Mathew Dickersonm Lord Mayor of Dubbo explores:
  • Understand how customers value your service and what they truly value
  • Mapping the entire value stream to asses what add values and what doesn’t
  • Improve accessibility to focus on ways to make it easier for customers to communicate
  • Integrating customer relations management software to improve communication and tailor to customer wants

Fuji Xerox: Evolution of eSupport

In this past presentation from Field Service Management 2016, Rob de Jong, Solutions Support Centre Manager at Fuji Xerox Asia Pacific explores:

  • How to simplify the way people connect to each other and the world around them
  • The changing environment and changing customer expectations
  • The customer eSupport strategy
  • The remote support journey

Articles

Winning more than $10 million in new business through field service mobility and customer focused solutions

Many organisations have focused on developing field service mobility solutions recently, whilst others have integrated new technology with existing systems. Either way, it’s proved to be an exciting time for operational capability and return-on-investment. But then there’s the customer – an integral part of the equation that can make or break the long term prosperity of a mobility strategy. Michael Phelan, former Head of Business Solutions at TSC, gave exclusive insight ahead of the last event how TSC went through a wide-ranging, transformational change program called Program Endeavour

What field service innovation looks like at Coca-Cola

Managing data flow and key performance indicators (KPIs) in field service mobility can be tricky business for many organisations. But Coca-Cola Amatil (CCA) has successfully visualised the end to end operation, and runs a ratio of 30 technicians to one administration desk. We spoke earlier this year to Michael Davey, National Field Service Manager at CCA, to get his insights on how this has been achieved. 

3 trends for 2016: How to equip your field service IT clients for the future

For businesses deploying workers in the field — regardless of their size — operational process disruptions and disconnects that negatively impact revenue, costs, and customer satisfaction remain key targets for increasing efficiency and productivity through new technologies. Traditionally, though, smaller businesses have been at a disadvantage, generally lacking the ability to dedicate Six-Sigma-like resources toward analysing business operations and developing custom-designed mobility solutions for improving a company’s particular processes. 

The power of mobility: Creating a smarter workforce in the field

How field-service companies can strategically leverage mobile to drive efficiencies, improve customer service and benefit from a more profitable bottom line.

Field service organisations are burdened with incompatible business models

Field service organisations encompass two distinct business models that are intrinsically incompatible, yet the norm. How is this possible, and how can service organisations reconcile these models?

Apps built to purpose: Custom field service software development

When it comes to developing field service software, companies have two fundamental choices.

  • You can purchase or license a generic application from a vendor.
  • You can develop a custom application, building the app to purpose with either your in-house software development team or an outside partner.

Field service mobility – What’s in it for me?

Field Service mobility has become easy to imagine. As we speak, companies are achieving a mobile and connected field service based operation because the technology building blocks are firmly in place. Even the small and medium businesses are able to embrace the inherent automation of a robust mobile solution. If right now is the best time for your company to embrace Mobile Field Service, then it is quite natural to ask yourself … what’s in it for me?

Queensland Urban Utilities - How to Provide a Superior Customer Experience

Ahead of FSM 2017 we caught up with Kathryn Turner, Manager and Asset Coordinator of Planning Operations at Queensland Urban Utilities who chats to us about: 

  • How QUU is providing a superior customer experience through a renewed business plan

  • QUU’s innovative 12 month FSM strategy 

  • How QUU is working to be the ‘utility of the future’ by pre-empting industry growth and customer needs