Excellent service, and more jobs in less time. The simple
formula for Utility Field Service success and differentiation
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Agenda Excellent service, and more jobs in less time. The
simple formula for success and differentiation. A Real Field
Service Experience The Challenges for FSM and Utilities Considering
Field Service Management How One Utility Has Optimized Field
Services Field Service Management Solutions The FieldOne Sky
Difference What are the next steps?
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Hurricane Sandy
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No bucket truck No coaxial cable No tools Fixed! Cable finally
fixed Nothing happened had to wait for tree removal 4 1 A Real
Field Service Experience 2 3 Fallen tree No bucket truck No fiber
optic cable tools All resource s OK Nothing happened had to wait
for bucket truck Nothing happened had to get the right tools 2
ArrivedChallengeResultCustomer FeelingVisit Totals 28 4 $3,840
plus
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The Challenges for FSM and Utilities
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The Top 5 Challenges in Field Service 1.Improving service is
strategic: Service has moved way beyond the mobile resource fixing
something. It is a competitive advantage (or disadvantage) that can
differentiate a companys value proposition, building customer
loyalty and ultimately driving incremental revenue opportunities.
5.Highly reliable, configurable and scalable system: Investments in
existing ERP/CRM systems must be maintained, protecting and
ensuring the availability of the valuable data found there.
2.Improving efficiency: Getting the right person, with the right
skills, bringing the right equipment and inventory the FIRST time.
3.Adapting to change: Enterprises must manage fluid job assignments
and re- routing numerous mobile resources; small changes in work
orders can trigger a complete reshuffle of job assignments.
4.Mobile tools are critical for field techs to manage day-to-day
operations across all device types and operating systems, and for
eliminating paper- based information.
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The well-being of communities depends on the infrastructure
utilities build and maintain. Downtime and inefficiencies are met
with CRITICAL response and HIGH pressure to perform. Weather
outages and disaster recovery present scheduling variables that
must be expertly navigated to perform well in critical situations.
Utilities must handle the onset of new technologies while operating
in an industry where margins are shrinking due to environmental
regulations and strict labor laws. Utility downtime is an emergency
for your customer- they expect uninterrupted service at a
competitive rate. Utility Field Service Challenges
Slide 8
When addressing mobility in Field Service Management, IDC
Energy Insights recommends utilities to consider the following:
Business need is king. Keep your focus on the business problem that
enterprise mobility is helping to solve. Start with the end result
of what you are seeking to develop. Mobility is not simply about
technology. Mobility impacts company processes, people, customers,
and sometimes even business models. Be ready to manage all these
dimensions when launching projects. Conceive an end-to-end
solution. Consider the full suite of possibilities when planning
for enterprise mobility. For example, consider that millions of
units of intelligent systems & devices (beyond smartphones and
personal computers) are generating data to support utilities'
operations. Utilities Field Service Challenges
Slide 9
When addressing mobility in Field Service Management, IDC
Energy Insights recommends utilities to consider the following
(Cont.) Ensure compatibility with enterprise architecture. Make
sure mobility is embedded in your enterprise architecture documents
and plans. While it is true that once established, architecture
remains fairly stable for a long time, mobility demands a refresh,
not only of your technical architecture, but also your overall
business, applications, and information architecture. Be equipped
with in-house skill sets. Develop more enterprise mobility skills
to take full advantage of commercially available software products.
This means growing internal capabilities related to organizational
change management and vendor management. Utilities Field Service
Challenges
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Considering Field Service Management
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Three Paths for Utilities considering FSM Continue using
disparate, legacy systems and expensive, wasteful manual processes
Legacy DBs, Excel, Post-Its and bulletin boards Not solution for
long- term success; difficult to scale and inefficient 1: Maintain
Status Quo with Current Tools Hire Fortune 100 technology suppliers
or consultants for custom-built tools IBM, Accenture, SAP &
Oracle Painfully expensive, long development time, locked into
vendor developers for changes 2: Create Custom Solution Large
Players Leverage knowledge and tools designed to be configured for
each industry 3: Use a Field Service Solution Provider Short
configuration cycle, reasonable cost, a final product thats
flexible to meet specific needs Solutions offer rapid
implementation and off-the-shelf functionality Low costs and
wide-ranging benefits deliver strong ROI Easy-to-use and rich
desktop and mobile experience
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Executive Mgmt. Rapid and On- demand Configuration Robust
Reporting and Business Intelligence Revenue Expansion and Growth
Delivering Productivity Gains Operations Mgmt. State-of-the-art
Routing and Scheduling Advanced Work Process Automation and Reduces
Back Office Improved Resource and Asset Utilization IT Organization
Flexible Deployment Options with Off- the-shelf Functionality
Highly Scalable Software Platform Comprehensive Integration with
Existing Apps Mobile Resources Increased Productivity Enhanced
Coordination with Dispatch Electronic Capture of All Information,
Including Signatures End Customers Improved Customer Experience
Faster Response and Ticket Closing Better Visibility and Status
Information Differentiator Driving Customer Loyalty Need to
Consider Value Across the Enterprise
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5 Mistakes to Avoid! Avoid these Common Mistakes
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How One Utility Optimized its Field Service
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One Enterprise Utility Customers Field Service CHALLENGES: With
4.4 million customers relying on quality and consistent service,
this major utility company needed a way to properly manage the
capacity of all of their technicians, avoiding wasted time and
unnecessary cost. Harsh weather demanded the need for an open line
of communication to customers experiencing outages to provide
maintenance status updates and outage activity information. The
company needed a way to manage technicians skills and inventory in
advance, while maintaining the flexibility to approve and reject
jobs at various stages. To maintain simplicity and effective
information transfer, the company needed one solution to manage all
aspects of their Field Services. Case Study
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One Enterprise Utility Customers Field Service SOLUTIONS: The
company is now able to: Document and manage all cases & trouble
tickets in a centralized location to manage daily operations. Plan
and schedule all new implementations (Change Management Requests).
This includes the ability to approve and reject the requested job
at multiple stages, for various reasons. Requests are assigned out
to specific implementation teams weeks in advance. Circuit Data is
fully integrated with Field Service Management and is attached to
each case, highlighting which critical customers are impacted to
better deliver to defined SLAs. E-mails are generated to send
alerts and updates regarding the status of any maintenance or
outage activities, reducing the need to maintain multiple systems.
Geocode data is incorporated with work orders to provide
technicians with complete and accessible information. Case
Study
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Field Service Management Solutions The FieldOne Sky
Difference
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FieldOne Sky The most comprehensive feature set in the industry
Flexible deployment options in the Cloud / hosted / on-premise, via
any browser, and featuring native apps for any mobile device An
open architecture for simplified integration with existing
enterprise resources On-demand configuration driving rapid
deployment, immediate business impact and strong ROI
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Leveraging a powerful platform
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FieldOne Sky Capabilities: Everything in One Platform
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FieldOne Sky Technology
Slide 22
Challenge: Utility providers presently face high pressure to
accommodate customer service requests and utility installation, all
while cutting costs and adhering to strict regulations. Solution:
FieldOne Sky optimizes the entire process, from customers to
technicians, to meet these demands. Enterprise-class CRM organizes
business processes alongside Field Service management in a single,
unified system. Automated Routing maximizes utilization of company
resources with complex algorithms, to ensure that the right people,
equipment, and resources are in the right place at the right time.
Automated workflow and data capture decrease time spent on
paperwork, and maximize billable service time. FieldOne for
Utilities
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Challenge: Demand for excellent customer service is
particularly evident in the utilities industry, where effective and
efficient technicians are the primary differentiator. Solution:
FieldOne enables an excellent customer experience getting the job
done on time and on budget. Schedule your technicians and inventory
to ensure that the right people, with the right skills and
resources, are in the right place at the right time. Provide your
technicians with the information and resources to complete the job
on their first visit. Store and access detailed customer
information to provide a personal and consistent customer
experience. FieldOne for Utilities
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The FieldOne Sky Difference
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The Difference: Visibility of your field organization On mobile
and desktop: schedule and map views
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The Difference: Easy to build dashboards No coding
required!
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The Difference: Data and metrics at your fingertips Integrate
live data from the field
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The Difference: Powerful, integrated mobile NATIVE apps on all
platforms, not browser based!
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Centralized mobile management platform! Mobile app for
sub-contractors! The Difference: Native Apps, centrally
managed
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The Difference: The Power of Automated Routing / Scheduling
Decisions FieldOne's automated routing engine optimizes every job
assignment decision, with complex algorithms that compare the
potential outcomes of millions of permutations and re-computes them
all, every time schedules change, to ensure the right person, with
the right tools is assigned, every time! Among the hundreds of
always changing variables that go into the equation Tech's
skillsCurrent location Parts/ tools on hand Lunch hours Job Urgency
Minimize Travel Estimated job duration Schedule Status Promised
date & time window Vacation time Techs site certificates Techs
medical cards Team Makeup Customer Availability Multi-day routing
Start/ End Location Maximize work time Previous visit to job site
Tech acceptance and many more
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The Difference: Auto-Routing and Scheduling Assistance
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The Difference: Internet Of Things (IOT) today
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Integrated Voice Response The Difference: IVR & Drone
Capabilities In the field, in the air, live data
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The Difference: Customer Portals
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Blueprint Process tm 1. Utilize Mutual Success Agreement to
manage Sales process and guide client in software selection 2.
Determine the cost/benefit (ROI analysis) of utilizing FieldOne Sky
3. Engage professional services to scope project (SOW) 4. Utilize
FieldOnes proven collaborative implementation approach 5. Manage
service delivery using best practices (Project Portal) 6. Deploy to
client organization leveraging FieldOnes Learning Management System
(LMS) The Difference: Customer Engagement
Slide 36
36 FieldOne University is a cloud-based learning management
system providing multi-media courseware and recommended learning
paths for FieldOne users of all types. FieldOne University: A
Complete Onine Learning and Training Center The Difference:
FieldOne Sky University
Slide 37
Guardian Alarm has been protecting families and businesses
since 1930 and is the largest family owned and operated security
company in North America. Guardian Alarm has more than 100,000
customers in the US and Canada. Fibernet a division of FPL Florida
Power & Light company is the largest electric utility in
Florida and one of the largest rate regulated utilities in the
United States NAVCO is largest privately-held national electronic
security system integrator in North America Peoples Trust is
committed to making Florida homeowners insurance affordable by
providing our customers with protection that emphasizes savings,
security, and customers first. Koorsen installs and maintains the
right fire protection and security systems for companies across a
diverse set of industries. Koorsens technicians are fully certified
and receive ongoing training in its nationally recognized training
center at the Indianapolis headquarters. Active in 34 countries on
5 continents, Belron International is the biggest automotive glass
repair and replacement company in the world. Carl Zeiss Meditec AG
is one of the worlds leading medical technology companies. The
company offers complete solutions to diagnose and treat ophthalmic
diseases. In the field of microsurgery the company provides
innovative visualization solutions. For nearly 50 years, Mitsubishi
Hitachi Power Systems has been a leading supplier of Gas and Steam
turbines to customers throughout North and South America and is
dedicated to maximizing availability, reliability and profitability
for Power Providers throughout the Americas. 120,786 EMPLOYEES,
55,000 Field service techs The largest privately-owned building
technologies provider in the nation Today we still design, build
and sell new homes, but we also do so much more. We provide finance
for land purchasing, for example, and have a division dedicated to
refurbishing and maintaining homes and communities across England,
Scotland and Wales. The Difference: Our Global ENTERPRISE
Customers
Slide 38
What are the Next Steps?
Slide 39
3 Easy Steps to Success 1.2.3. Learn what pitfalls to avoid,
see what your stakeholders should conisder, discover the unique
opportunities for YOUR business model and processes throuugh our:
MSA Mutual Success Agreement and Customized Demos
