TSIA Session “The Connected Technician: The Future

of Field Services.”

Markus SchwarzManaging Director (EMEA) TSIA

2

TSIA Research Activities

Specialized Studies

Service Line Benchmarking

Public DataThe

Service 50

Professional Services

Market Rates

Education Services

Support Services

Channel Optimization

Field Services

Spare Parts Logistics

FS Compensation

Managed Services

Service Revenue

Gen

Emerging Offerings

3

B4B: How Technology and Big Data Are Reinventing the Customer-Supplier Relationship

The Great Divide

ProductFocused

OutcomeFocused

CUSTOMERSSUPPLIERS

Much of Future Supplier Growth andDifferentiation Will Be

Determined In This White Space

4

What Do Manufacturers Like To Do?

• Make.• Sell.• Ship.

5

6

TRADITIONAL LEVEL 1 AND LEVEL 2 MARKETS:

Market Opportunity

Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:

LEVEL 1SUPPLIER

LEVEL 2SUPPLIER

LEVEL 3SUPPLIER

LEVEL 4SUPPLIER

Supplier Operating Model

ProductFocused

OutcomeFocused

Great Product

Great Product

ProductAttached Services

ProductAttached Services

MARKET OPP

Make.Sell.Ship.

Service.+

7

Let‘s talk about …..

High

The Cloud

8

The cloud could either…….

High

Accelerate the Commoditization

of Tech

Finally Deliverthe Full Potential

of Tech

?

Out of Level 1 Grew A Critical, Tacit Agreement

Supplier Model: OUTCOME PROVIDER

Customer Responsible ZoneSupplier

Responsible Zone

Asset Works Asset Operational Optimized ROI Competitive Differentiation

Customer Value Objectives (meet needs of different buyer types)

Make. Sell. Ship. Own. Operate. Get Outcome.

9

Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:

B4B Operating Model Construct

OptimalROI

EaseBest Product,

Fair PriceFast and Sure

Availability

Standard,Reliable Product

Implementation and Maintenance

Services

Tailored Product

Adoption Services

Connected Product

+ +

LEVEL 1SUPPLIER

LEVEL 2SUPPLIER

LEVEL 3SUPPLIER

LEVEL 4SUPPLIER

Supplier Operating Model

ProductFocused

OutcomeFocused

Operate (Managed) Services

Value to the Customer

+

Outcomeas-a-

Service

Supplier Offer Power

10

11

AS MARKET DEMAND SHIFTS TO LEVELS 3 AND 4:

Option 1: Do Nothing

Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:

LEVEL 1SUPPLIER

LEVEL 2SUPPLIER

LEVEL 3SUPPLIER

LEVEL 4SUPPLIER

Supplier Operating Model

ProductFocused

OutcomeFocused

Great Product

Great Product

ProductAttached Services

ProductAttached Services

SUPPLIER

MARKET OPP

Great Product

ProductAttached Services

Great Product

ProductAttached Services

MARKET OPP

12

AS MARKET DEMAND SHIFTS TO LEVEL 3 and LEVEL 4:

Basic Offer: Complex Offer: Optimize Offer: Outcome Offer:

LEVEL 1SUPPLIER

LEVEL 2SUPPLIER

LEVEL 3SUPPLIER

LEVEL 4SUPPLIER

Supplier Operating Model

ProductFocused

OutcomeFocused

Great Product

Great Product

ProductAttached Services

ProductAttached Services

SUPPLIER

MARKET OPP

Great Product

ProductAttached Services

MARKET OPP

Operate and Adopt Services

Outcome as a Services

Operate and Adopt Services

Emerging Trends in Field ServiceThe Connected Technician

14

Polling Question

What type of information do your Field Service Techs have access to on their mobile devices before they arrive on-site? (check all that apply)

– The current issue that the customer is having with the product– The history of the customer issues and relationship– Visibility into parts inventory/availability– Mapping and directions– List of patches/updates available for the customers product requiring

service– The product portfolio owned by the customer– Customer's contract renewal schedule– Top new features recently released for the products owned by the

customer– Current sales activities with this customer

15

Polling Question: TSIA FS Membership

Custo

mer

issu

es

Custo

mer

hist

ory

Spare

par

ts in

vent

ory i

nfo

Map

s/dire

ction

s

Produ

ct pa

tches

/upd

ates

Produ

ct po

rtfol

io

Custo

mer

cont

ract

rene

wal in

fo

Top n

ew fe

atur

es

Curre

nt sa

les a

ctivit

ies

0%

20%

40%

60%

80%

100%

120%

88%

63% 63%50%

38%31% 31%

25%

6%

96%

53%39%

59%

29% 31%20%

4%

22%

% of Companies that provide mobile access for:

FS BM Webinar

Evolution of Knowledge Management

16

The Third Wave of Knowledge Management: Enterprise CollaborationReal-Time Collaboration Fills Gap Left by Existing Knowledge Solutions

17

Field Services Driving Adoption

Source: 2014 TSIA FS Benchmark Survey

18

Field Services Supporting Sales

Source: 2014 TSIA FS Benchmark Survey

19

Mobility and Knowledge Management

Source: 2014 TSIA FS Benchmark Survey

20

What Do Field Service Customers Want?

Timely Service Tech Knows My History

Knowledgeable Technician

First Time Fix

Timely, Accurate BillingNo Callbacks

The Connected Technician

21

Thank You!

Markus SchwarzManaging Director EMEA Technology Services Industry AssociationPhone: +49 160 532 82 60e-mail: markus.schwarz@tsia.comWebsite: www.tsia.com

Q&A

Ready for the Trans-formation to B4B

AnalysisBusiness CaseRoadmap

Look into the mirror Excellence in Service

Business- and

Service-Trends

Service Sales

Diagnostic

Operational Excellence Diagnostic

The Connected Technician

Mobility: Enabling a Successful Transition to a B4B World

23

Mobility Impacts Field Service in Multiple Dimensions

Financial Performance

Increases utilization rates

Reduction in Travel Time

Increased Services Revenue

Increased new sales revenue

Customer Satisfaction

Improved 1st time fix rate

Understanding Customer Needs

Understanding Repetitive Problems

Employee Satisfaction

Reduced Paperwork

Professional Image and Brand

Empowered Workforce

Benefits Derived from Mobility Deployment

24

How Does Field Service Impact Your Brand?• Service and support are the

VOICE and FACE of your company to your customers

• Field service engineers have an enormous potential to impact brand perception

• TSIA Partners that can enable you to DAZZLE your customers . . .

Pot

entia

l to

DA

ZZ

LE C

usto

mer

s

UnassistedSupport

AssistedSupport

(Phone, Email, Chat)

Field Service(In-Person,

On-Site)

LOW

HIGH

The Connected Technician - Video / Wearables:

The convergence of technological advancements and business need.

26

Polling QuestionOn a five point scale, please rate your company’s level of engagement with the use of video / wearable technology in field services: (check the one that best describes)

1 52 3 4Not on the

RadarCurrently

ImplementingPilot UnderwayProposals DevelopedHave Heard

About it

1 2 3 4 50%5%

10%15%20%25%30%35%40%45%

29%

40%

17%13%

2%

Level of Wearables Engagement

Wearables: Convergence of 3 Major Technological Advancements

Miniaturization Analytics Everywhere

Wireless Networks

27

Wearable Electronics

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Wearables: Aging Workforce and Skills Gap

2014 Manpower: I

ncreasing demand pushes te

chnicians

to # 3 most diffi

cult job to fil

l, after sk

illed tra

des and engineers.

29

Do you have the bench strength when the Baby Boomers go?

Increasing Training / Cross Training

Developing Succession Planning

Hiring Retired Employees as Temp Workers

Offering Flexible Work Arrangements

Offering Part Time Positions to Attract Older Workers

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Actions Taken by Organizations to Prepare for Retiring Baby Boomers

30

Wearables: The Capture and Dissemination of Knowledge

TheProblem

TheSolution

31

Video clip

Evolution of Knowledge Management

32

The Third Wave of Knowledge Management: Enterprise CollaborationReal-Time Collaboration Fills Gap Left by Existing Knowledge Solutions

33

Traditional Knowledge Approaches Leave Gaps

Days0

5

10

15

20

25

30

24

How many days on av-erage does it take to publish a new knowl-

edge article?

Hit Rate0.0%5.0%

10.0%15.0%20.0%25.0%30.0%35.0%40.0%45.0% 42.6%

What percent of incidents are closed to an existing

KB article?

* Highest reported Hit Rate in the survey was 80%

34

Wearables: Helping to Overcome Barriers to Enterprise Collaboration• Adoption/Participation

– Easier to capture “fix” on location• video / pictures• voice recording

– Personal Protective Equipment (PPE)• Safety glasses / gloves / etc.

– Embrace tech-savvy new hires

• Technology– Voice to text capabilities to speed input into KM platform– Collaboration: XOEye capable of 1 way video and 2 way audio. – Ability to capture, organize, manage, and input incident data

into KM platform

35

The Connected Technician

• Field Services can play a significant role in a B4B world– Driving adoption and consumption.

• Mobility impacts multiple dimensions in Field Services and enables success in B4B world.– Customer, Employee, and Shareholder.

• Wearables are here– The convergence of technological advancements and business

need– Enable the Capture and Dissemination of Knowledge

TSIAMake Your Services Remarkable.

TSIA Service Discipline Focus

• Service Portfolio Offers, Marketing & Sales

• Assisted & Unassisted Technical Support

• Depot, Dispatch, Parts & Logistics

• Implementation & Integration Services

• E-learning, Content Development

• Operate Environment or Application

37

Each Discipline With Its Own…

Advisory Board

ResearchTeam

Research Agenda

ConferenceTrack

Benchmark Survey

38

Membership Deliverables

CONFERENCES• Technology Services World • Technology Services

Europe

BENCHMARKING• Comprehensive coverage o

f support services performance

• Flexible participation process

• Participants receive a custom report and formal review

MEMBER INQUIRY SERVICES• Fast-cycle support on areas

of urgent need• Submit questions online

or through your Member Success Representative

RESEARCH• Expert insight from the TSI

A research team• Industry trends, case

studies, services technologies

COMMUNITIES• Connect and collaborate directly with other members• Tech Services Forum,

Champions, Social Media Roundtable

WEBINARS• Weekly calendar of membe

r webinars• Available live or on-

demand

39W W W . T S I A . C O M

TSIA Field Service MembershipGrowing Community of Field Service Leaders

41

Thank You!

Markus SchwarzManaging Director EMEA Technology Services Industry AssociationPhone: +49 160 532 82 60e-mail: markus.schwarz@tsia.comWebsite: www.tsia.com

Q&A

42

Driving End-User Adoption and Consumption through Field Services

FS personnel conduct between 40-50 on-site customer visits per month.

Four (4) reasons why FS can drive end-user consumption.

1. Relationship

2. Context

3. Personalization

4. Immediacy

Emerging Field Service Adoption and Consumption Practices

Track Revenue per FS Tech

Provide Cross sell / Up sell Incentives

Conduct Feature Review

Assess Product Utilization

Provide Info regarding new features

Capture Enhancement Info

Source: 2014 TSIA FS Benchmark Survey

43

Field Service:Creating a Professional Image

44

Field Service:Creating a Professional Image

45

ServiceMax Mobile for iPad

• Calendar view of work orders and tasks

• GPS route planning and step-by-step driving directions

• Invoicing with on-the-spot signature capture

• Real-time problem resolution – ServicePulse, FaceTime

46

FieldAware – Made for MobileFieldAware field service automation solution provides the mobile user:

– Easy access Job List / Schedule to manage work for the day and or week

– Quick view of the Job details – Job Specific actions to quickly be

able to:• Travel to and from, start, pause and

complete the job• Navigate to the job location• Capture key job / asset data• Conduct and complete service tasks• Quickly add items used on the job• Review history of previous jobs• Capture pre and post job signatures• Invoice job from the field• Decline the job if can not do the job• Add and manage additional crew• Provide estimations / quotes convert

them to a job

Click icon to insert screenshot

47

Astea: Mobile Workforce Technology that Impacts Every Step of Field Service Cycle

• Dispatch– Alerts; Notifications; Communication and

Collaboration Tools– Turn by turn directions. Visually see work order

priority and ETAs

• Diagnose & Repair– View sites, inventory and other technicians on

map– Checklists – assisted diagnostics– Access service histories– Search, track, order, receive, return parts– Bi-directional attachments

• Log Work Performed– Travel and work durations– Mandatory fields and checklists

• Upsell & Cross Sell– Access to contract and warranty details– Capture and generate additional revenue

• Time and Expense– Activity; Time & Expense; Parts– Signature capture at point of service