The handy little book for field service managers (2014)

The handy little book for ďŹ eld service managers Your comprehensive guide to the key companies serving the Field Service industry

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Editor’s Leader

Will 2014 be the year that the golden age of service finally arrives?

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here are two things that for me make the field service sector one of the most exciting areas of industry.

Firstly, there is the fact that service itself is so central to business that it underpins all other endeavours.

You may have a fantastic product, a fantastic marketing campaign and an exceptional business model, yet if you don’t get the after sales service right all of that can count for very little. Often the client or consumer will remember one thing above all. How did your company respond when they needed you?

Is it time to move into the fast lane?

It may be the slick advertising campaign that won the business in the first place, but you can bet your house it was the excellent Kris Oldland after service, delivered by a professional, knowledgeable and Editor, Field Service News friendly field technician that ensured that the business remains on your books for the next few sales cycles and beyond.

We at Solarvista™ understand why you might’ve decided to keep running your old business IT system for a little longer than planned. We know that any system change represents a huge undertaking for your business. But running old systems keeps your business in the slow lane.

Now, with the launch of the new Solarvista™ 7 Service Management System, there has never been a better time to move your business into the fast lane.

Similarly, if your field technician turns up late, ill informed and impolite you can be sure that that particular bit of business is likely to be heading to your competition sooner rather than later.

Solarvista™ 7 Service Management System is the result of over 17 years’ experience and is the only integrated solution, incorporating state-of-the-art service business administration, CRM, mobile, web and scheduling technologies in one. Everything is designed to work together... perfectly. In short, it’s easier to implement, drives down your costs and improves service levels faster.

Secondly, there is the fact that the industry is continuously evolving at pace. Ours is an industry that thrives on and embraces innovation. Whether it is the use of dynamic scheduling, tablet devices or simple smart logistics solutions, the desire to constantly improve efficiency and aim towards service excellence drives the industry ever onward.

TM

And 2014 could see us moving towards a perfect storm for field service to begin making greater leaps forward than ever before.

SERVICE MANAGEMENT SYSTEM

Solarvista™ Business Manager Solarvista™ Planner Solarvista™ Mobile Server Solarvista™ Mobile Worker Solarvista™ Optimizing Scheduler Solarvista™ MapTrak TM Solarvista™ Customer Web Self Service SERVICE MANAGEMENT SYSTEM

SOLARVISTA™ SOFTWARE Integrated Service Management, CRM, Mobile & Scheduling.

For more information visit www.solarvista.com or call +44[0]114 221 1000

Since the economic downturn, service has become more and more of a key battleground for competing organisations. Margins have no more fat to trim, so pricing in many disciplines has become almost flat between competitors. The key to winning and retaining business in this environment is excellent service.

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W O R K F O R C E M O B I L I S AT I O N P L AT F O R M

At the same time we are seeing a raft of exciting new technologies rising to the fore including; Big Data, 3D printing and connected vehicles, which can revolutionise the field service industry.

With service taking centre stage and technology allowing the mobile workforce to be more productive than ever, 2014 could genuinely see the dawn of a golden era for field service.

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Contents

service centre 5.1

service management software

Contents:

Our software runs in the cloud, but if you'd prefer...

Features: Are these the final days for rugged laptops?

Starting service from scratch…

Why is everybody talking about Big Data and field service?

Extreme weather events… and increasing threat to business continuity?

The year that “Back to Basics” and “Back to the Future” collide?

Expect, Exceed, Exel! Company Spotlight: Exel Eyes in the sky. Case Study: Coastway Joining the dots with end-to-end field service management. Company Spotlight: mplsystems Is growth through services both an opportunity and a reality check?

Optimising the mobile workforce behind London’s Boris Bikes. Case Study: Serco.

Getting to know you… industry events Service Management Expo and Field Service Europe.

ServiceMax’s six golden secrets. Company Spotlight: ServiceMax State of the art solutions twenty five years in the making. Company Spotlight: Tesseract When things just Click. Company Spotlight ClickSoftware: Purpose built for maximum performance. Company Spotlight: Varlink and Janam Squaring the circle. Case Study: Equipe.

The platform approach. Company Spotlight: Telogis Packaging up a more sensible field service solutions. Company Spotlight: Parcel Holders A transatlantic combination. Company Spotlight: SGSA

Page 6 Page 10 Page 12 Page 16 Page 20 Page 22 Page 24 Page26 Page 28 Page30 Page 34 Page 38 Page 44 Page 46 Page 52 Page 54 Page 62 Page 70 Page 76

Mobile applications

Section sponsored by:

Ratio 2

Fleet

Field Service Hardware

Technology

Section sponsored by:

Section sponsored by:

Mobile Applications: Page 45

Field Service Hardware: Page 53

Fleet Technology: Page 61

Service Logistics: Page 69

Consultants & Resellers Page 75

Contact Field Service News:

Field Service News is a 1927 Media Ltd publication.

Mail: 95 Hicks Avenue | Greenford | London | UB6 8HB Phone: +44 (0) 208 133 1927

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Logo Type to Symbol Ratio Master 2007

supplying solutions Ratioservice 3 for over 25 years

Company Listings:

Field Service Software: Page 37

Ratio 1 Mono Logo Ratio Guide

1927 Media

European Office 1 Newmans Row, Lincoln Inn, Lincoln Road, High Wycombe, Bucks.

HP12 3RE United Kingdom sales +44(0)1494 465066 email sales@tesseract.co.uk North American Office 11150 Sunset Hills Road, Suite 307, Reston, VA 20190 USA sales +1 703 437 4230 email sales@tesseractUSA.com

...we can install it on your own server!

Supporting our 7,500 satisfied users ensures that our feet stay firmly on the ground.

Service Centre 5.1 is available SaaS, is browser independent and will run on any device learn more at www.tesseract.co.uk Service Centre 5.1 is a true end to end web product. Developed using Microsoft .Net technology Service Centre 5.1 is a browser based HTML product supporting a range of databases and having a ‘zero footprint client’.

Are these the final days for rugged laptops?

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Are these the final days for Rugged Laptops?

With the rise of the tablets are we now witnessing the final days of rugged laptops? Is the consumerisation of IT leading to a Bring Your Own Device revolution that will see an end of specialised hardware and a focus on device agnostic apps? Or is the Field Service Industry the last bastion for specialised devices?

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t first glance you would be mistaken for thinking that Apple invented the whole tablet industry when they brought the first generation ipad to the market just four years ago. However, whilst as with the iphone Steve Jobs’ and Co. weren’t so much the originators of this exciting new technology, they sure as hell were the ones that perfected it and brought the tablet computer into the mainstream.

In fact at the time of the release of the first ipad the Wall Street Journal went as far as to describe the device as being a “laptop killer”. So four years on, with the tablet revolution at full charge are we seeing the final days of the laptop?

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And what about in the more demanding domain of field service?

Processing power One of the biggest barriers to tablet computing in both the consumer and commercial environments has always been processing power. However, within the last five years we have seen a rise in computational power within tablets. Whereas not so long go we may have faced a decision to opt for the portability and mobility of a tablet or the greater capabilities of a laptop. This isn’t the case today.

Motion Computing’s UK Head, Ian Davies concurs with this assertion. Davies states:

“The processing power of tablet PCs is no longer an issue in most discussions. Previously, some tablet users did have to decide between the ease of use, ruggedisation and mobility offered by tablets, versus the processing power and speed of a laptop, but no more.”

Davies is certainly well placed to comment as Motion are one of the leading providers of rugged tablets including the distinctive looking F5te.

The tablet, having been designed with field service in mind, is easily identified by its integrated carry handle, but it is what is inside that counts. Packing an impressive 8gb of RAM and with the option of a

powerful i7 processor there is plenty of processing power available to match all but the very highest spec laptops.

Consumerisation Another major factor in the rise of tablets within the workplace is the consumerisation of technology. With smartphones and tablets becoming commonplace within homes across the globe it is natural for organisations to harness this familiarity with the devices to ensure the investment in technology leads to improved productivity in the workforce. Specialist hardware manufacturer Handheld UK’s Managing Director, Dave Cawsey confirms this saying

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Are these the final days for rugged laptops?

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“Users are looking for the same/close to or similar feel of retail devices (IPad, Android and WIN 8 Tablets) they have at home in the work place, most IT departments are savvy of this connection and look to make the transition as ‘user’ friendly as possible to maximise workforce acceptance of a new system/device” Within the consumer sector the trend is clear, tablets are on the rise.

Leading technology research house Gartner identified that large numbers of consumers are switching across to tablets as their main computer, and this is a trend that is set to continue rather than being a passing fad according to their research.

Carolina Milanesi, research vice president at Gartner commented “While there will be some individuals who retain both a personal PC and a tablet, especially those who use either or both for work and play, most will be satisfied with the experience they get from a tablet as their main computing device”

Also an added benefit is that as the devices comprise of a solid unit they are naturally more robust Of course the combination of being both more robust and more portable than laptops makes tablets and smart phones a perfect choice for field service.

BYOD Yet another factor to consider is the BYOD trend that is becoming more common in industry. Again being led by the growth in consumer devices, BYOD takes advantage of the power of personal devices such as smartphones and the way almost all applications are now delivered via the internet.

This again has given yet another reason for companies with mobile workers to shy away from purchasing laptops for their field staff – why bother when the workers themselves are able to provide the hardware necessary to fulfill their duties themselves?

But what about more extreme environments where fully rugged devices are required?

Ruggedisation Well the fact that tablets (and indeed smart phones) are a single unit does make them that much more robust and of course this also lends them to ruggedisation more naturally also.

However, there is still one area in which the laptop outshines both smartphones and tablets. That is when large amounts of data input is required. Reflecting on this Cawsey adds “Bottom line is that if you have a data input hungry workflow or application then you can’t beat a keyboard for efficient mass input of data” So whilst tablets may be becoming the optimal choice for many field service companies there are still going to be some companies who will need their field technicians to have the functionality of a laptop.

Convertibles

“Data collected in the field, as opposed to the data sent to the field tech, is less, therefore there is no need for a bulky data input intensive device and field service

Indeed Gartner state that 116 million tablets were sold in 2012, with circa 197 million tablets being sold in 2013.

data can be added through

They predict sales for 2014 will rise to 266 million and by 2017 they predict that this will rise to nearly half a billion.

along with data input via pull

The same report predicts a different future for laptops however, with laptop sales showing a year on year decline from 350 million in 2012 to 339 million in 2013.

- Dave Cawsey, Handheld UK

Whilst some experts have tried to attempt to align this declining trend with the failure of Windows 8 to emulate the accessibility and functionality of both Android and Apple’s iOS operating systems, the added mobility of tablet devices can not be overlooked.

The combination of improved processing power in smaller devices, web based systems and user familiarity have seen a huge amount of companies move towards using device agnostic applications that can be placed on field workers own devices.

photos, barcode or RFID scans

down menus”

Whether it is simply buying rugged protective cases for more standard devices such as the apple iPad or purpose built rugged tablets from makers such as Motion, Getac or Handheld, powerful, portable devices are available that are designed to withstand a wide range of environmental conditions.

Whilst most specialist manufactures do still produce both rugged laptops and rugged tablets there does seem to be a case for field service companies following the consumer trend.

Cawsey’s Handheld are one such manufacturer seeing the trend mirrored in their own sales.

“We are certainly seeing a move from keyboard based devices like traditional laptop form factors to nonkeyboard/touchscreen input devices across the board, particularly in Field Service projects.”

In this instance the perfect solution is the hybrid/ convertible device. Such devices have a tablet top-half with a (sometimes detachable) keyboard bottom-half.

Whilst heavier than standard tablets they have the major benefit of keyboard input.

However, they do often have a common weakness.

Typically, the base of a convertible attaches to the display at a single joint called a swivel hinge.

This common design element creates a physical point of weakness which is of course unacceptable in tougher field environments.

However, as with laptops and tablets there are specialist solutions available. The Panasonic Toughbook 19, for example, is advertised as a more durable convertible notebook. The HP EliteBook 2760p convertible notebook uses a reinforced hinge that protrudes slightly from the rear of the unit.

Adding further insight Cawsey continued...

“Data collected in the field, as opposed to the data sent to the field tech, is less, therefore there is no need for a bulky data input intensive device and field service data can be added through photos, barcode or RFID scans along with data input via pull down menus”

Whilst it is seemingly inevitable that smartphones and tablets will continue to become the primary sources of mobile computing in the field service industry it is these convertible devices that will ultimately see traditional and rugged laptops eventually become an obsolete technology confined to the past.

More on field service hardware @ bit.ly/1aAffG0

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Service starting from scratch... Interview with Daryll Brown, Bürkert Fluid Control Systems

there is not always what you would call spare parts that need to be replaced. Also a lot of our products are designed for one time use and they may last for years. So we need to be very creative with our offering.

FSN: What logistics solutions do you have in place to ensure that your field engineers can get the right parts as soon as possible? Do you have your own infrastructures in place?

DB: As mentioned our service work is quite complex so some visits have to be planned months in advance.

However, this gives our logistics team plenty of time to plan when and where our parts can be delivered and stocked. Bürkert’s UK core business is mainly distribution of products from our Plants in Germany and France so we are already well versed in managing the logistic supply chain.

As the service business grows we will certainly need to think of some innovative ways of supporting our field service teams with some of our faster moving items and from past experience I have personally found that having a partnership with a flexible logistic partner is worth its weight in gold.

FSN: With UK roads becoming busier and busier, the importance of being able to monitor and improve driver behavior is becoming more and more important to any company with a mobile workforce. How are you monitoring driver behavior?

Service starting from scratch...

If you could build your own service department from the ground up, designed exactly the way you wanted it - what would you do? Field Service News spoke exclusively with Daryll Brown of Bürkert Fluid Control Systems who is tasked with doing just that...

FSN: Building a service division from scratch must be both a daunting and exciting proposition, what was the approach you have adopted in taking the first steps to achieving this goal?

DB: Well, the first thing we considered when approaching the task was to define what can be thought of as service in our industry...

Fluid controls are a very complex business and there is not a clear description of what is traditionally known as service work. We needed to define what we class as service work and then develop products that would be attractive to our customers. Some of our definitions of service included installation of Bürkert products and systems, continuous service of our products and systems, planned maintenance and breakdown cover for our products, installation and commissioning, consultancy, design, calibration and training.

As things stand most of our products do not lend themselves easily to service maintenance. This is because

DB: As you say roads in the UK are becoming busier and this presents a challenge for any service business..

We have put a lot of thought into using the outside of our service van to market our business and products and we do not want our drivers to give us a bad name. So we have all those who drive our van read our companies driver handbook and then sign a declaration stating that they will comply. We have also made this an agenda point at our Management review as ideas have been raised regarding advanced driver courses. which of course would have the added advantage of potentially lowering insurance costs..

FSN: What are the biggest challenge(s) you think the field service industry faces and how have you set up the Service Division at Burkert to overcome these challenges?

For me one of the biggest challenges is the modern lean business trends. This drives a cost cutting culture in all industries which makes customers demand more for less. When you are selling service there tends to be a lot less overhead to play with. One extra day on site due to an unforeseen issue and your margin disappears. So at Bürkert our way of overcoming this issue is through thorough and intelligent preparation (and lots of it).

Planning needs to precise, costing needs to be accurate and the timing needs to be spot on!

This is of course easier said than done. So to endeavor to make this happen we have developed our software package to effectively manage our service business. Our logistics are integrated with our service offering so that we have the parts available when our customers need them. All areas of our business are part of our decision making to facilitate us managing our service as a process and not as a group of individual activities.

Read the full interview @ bit.ly/1h2QYg1

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Why is everybody talking about Big Data & field service?

Why is everybody talking about Big Data & field service?

Big Data has been the buzz-word in industry for a few years now and is becoming commonly thrown around in the field service industry, but why?

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t’s been one of the biggest buzz words in boardrooms across the globe now for a number of years and if you look across any technology website you are sure to find an article or two shouting about it’s apparent all encompassing power, but what exactly is Big Data, is it really set to change the world, and what does it mean to the field service industry?

of Big Data although additional V’s such as Veracity, Validity, Volatility tend be thrown into the mix at times now also.

data. In fact in the last three years alone, more data has been created than in the entirety of history before that point.

Volume:

Very simply put, we now have lots and lots and lots of data, and as any analyst will tell you the bigger the data set, the more robust the insights taken from it are.

Big Data 101:

“In the last three

Well despite what seems to be a fairly meteoric rise to prominence, Big Data can actually trace it’s origins back to the early part the millennium when Doug Laney an analyst with META group (now Gartner) defined the challenges of modern data as threefold – the increase in Volume(the amount of data), Velocity (the speed of data in and out), and Variety (range of data types and sources).

This “3 V’s model” has become the standard staple definition

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But for now let’s just get to grips with the first three, starting with Volume which is perhaps the most obvious and arguably what lends the Big to Big Data.

years alone, more data has been created than in the entirety of history before that point.”

As you may imagine Volume refers to the sheer amount of data that is now available to be processed. We are living in a digital world where almost every single action we take creates

Velocity: The second of these three V’s, Velocity, is perhaps the least defined of the group.

It has been suggested that Velocity refers to the quantum leap in processing power that makes Big Data a reality. Big Data is in the main about real-time analysis and instant insight. Even the largest and most complex databases are now often processed in a matter of hours whereas it would have been days or even weeks not too long ago.

Another interpretation is the speed at which data is being received. One example is some

Why is everybody talking about Big Data & field service?

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smart meters are designed to report energy consumption data every 15 minutes; another could be the constant stream of social media commentary that a company may receive.Both representative a rapid and ongoing growth of a particular data set.

In actuality Velocity is perhaps best understood as a combination of both of these interpretations. Crucially though, it is the real-time ability to interpret data and draw meaningful information on-the-fly, that separates Big Data from its older and less glamorous cousin Business Analytics.

Variety: And finally we have Variety. When discussing Velocity just now we highlighted two very different types of data sets.

Firstly energy consumption, which usually would be translated into very simple numerical data, and secondly, customer sentiment data which has been collected via social media. In very simplistic terms this is exactly what Variety is all about.

Lets explore the smart meter example first. Any one utilities provider could be and likely is drawing data from a number of different types of meter, each with

varying configurations, and varying data sets so even this structured data comes in various formats.

Next we look at the more complicated ‘unstructured’ data example of social media data. Whilst more complex to interpret, there is perhaps even more value locked away in these types of data sets. However, technologies such as Natural Language Processing (NLP) allow for the interpretation and exploitation of such data.

It is the combination of all these varieties of data from both the unstructured and structured realms, and then the ability to bring these together to uncover hidden insight and understanding, is perhaps the most important strength of Big Data.

Big Data and the Field Service industry…

When we look at the digitization within business today, we must consider that every single interaction a company has with their customers adds to a potential data set somewhere along the way. Service focused companies by definition have the customer at the centre of their business and therefore have more customer touch points than any other type of company.

For Service organizations the potential for data collection is vast, from various data sets and the flow of data is rapid and constant. In fact Field Service is an industry perfectly placed to reap the benefits Big Data

The benefits of Big Data in Field Service?

potential data set somewhere

There are a number of applications of Big Data that would benefit the field service industry. The most obvious is the further enhancement of traditional analytics, for example the ability to both access and analyse GPS vehicle data to see how certain field teams or even specific field engineers are performing and being able to constantly monitor and improve service performance (in turn giving you a significant competitive edge by ensuring that the service you give your customers remains best in class.)

along the way.”

In fact we are already seeing the first ‘Big Data’ based

“We must consider that every single interaction a company has with their customers adds to a

applications being introduced with both mplsystems and Trimble Field Service Management incorporating elements of these technologies into their latest solutions.

Perhaps an even greater, if somewhat harder to achieve aim however, is to establish the fabled 360 customer view. By bringing together the various different datasets, you have from your numerous customer touch points (e.g. numerical data, contact centre calls, social media data, GPS data, data entered at engineer visits etc etc) and then managing, amalgamating and interpreting this data you can achieve a complete and holistic understanding of your customer, their needs and the best way to service them.

Undertaking a Big Data project is neither an easy or particularly cheap process, yet it does yield the power to revolutionize the way your business operates, including your ability to fully understand your customer and tailoring the service you deliver to meet those needs both a the macro and micro level.

With such great rewards and clear competitive advantage to be gained it is surely just a matter of time before we start seeing the real-world impact of Big Data within the field service industry.

More on Big Data & Field Service @ bit.ly/1cgXZoM

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Extreme weather events... an increasing threat to business continuity

Extreme weather events... an increasing threat to business continuity More and more extreme weather events are occurring around the globe and the UK in particular has experienced a strengthening in the severity of extreme weather over the past few years. Trimble FSM General Manager Mark Forrest explores how field service organisations can turn to technology to overcome the challenge extreme weather presents...

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n early November we saw southern England brought to a standstill as hurricane-force winds and torrential rain battered the region with gusts of almost 100mph ripping up trees, causing flash flooding and leaving at least 220,000 homes without power.

Just a few weeks later we saw the terrible and tragic after-effects of severe weather in The Philippines and Sardinia.

The severity of extreme weather events varies.

Sometimes the damage is limited but in some cases there is widespread damage such as flooded basements, broken gas lines, impassable roads and interruptions in cable and phone service.

There is a lot of pressure on field service organisations to respond to these disasters. Road-clearing crews and utility workers, for instance, get dispatched as soon as the situation permits. Plumbers, electricians, construction workers and HVAC technicians are sent to the scene to reconnect services and rebuild damaged structures.

Telematics, Geographic Information Systems (GIS) mapping, GPS and cellular communications have

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been playing an increasing role in guiding field service teams, tracking progress and assigning workers in the aftermath of extreme weather events where safety is a concern.

As an increasing number of organisations take advantage of these technologies they are becoming more sophisticated, offering new ways to be efficient and responsive.

Technology for the unexpected...

An increasing number of Field Service organisations are adopting next-generation workforce management solutions which leverage Fleet Management technology and GPS data to deliver real-time information about worker and vehicle locations and the progress of their work.

It provides dynamic scheduling tools to optimise in-day and scheduled work, and performance analytics that help make on-the-spot resource deployment decisions as well as prepare for future events.

The technology provides dispatchers and managers full visibility into work in the field so they can better plan and track the work. Centralised consoles and dynamic

GIS maps offer real-time visibility on crew locations.

A dispatcher knows exactly when a worker(s) arrive at a job, how long they spend there, and when they leave.

“Telematics, Geographic Information Systems (GIS) mapping, GPS and cellular communications have been playing an increasing role in guiding field service teams” So when an assignment is completed, the dispatcher can send the crew to the next task in a smarter, more efficient way and, rather than sending a crew across town for the next assignment, the dispatcher looks on the digital map to see where the nearest job is. Shorter distances between jobs mean less time traveling and more time restoring service.The technology also collects data on the experience and preferences of workers. If a

field worker is more familiar than others with a certain area of town, it makes sense to send that worker to assignments there because the worker already knows back roads, shortcuts and the general lay of the land.

In addition, next-generation workforce management solutions feature self-learning tools that “learn” workers’ preferences on geography and types of tasks, which helps fine-tune the assignment of workers to needed tasks.

It also helps to reduce overtime costs, travel time and missed assignments. As the workday progresses, managers and dispatchers receive a constant stream of information on GPS location coordinates and the amount of time spent on each assignment. If certain roads are impassable, dispatchers can plan alternative routes to avoid delays.

Using fleet management, dispatchers can route drivers around roads shut by fallen trees or flooding. This helps optimise routing and worker productivity, while improving worker safety. When workforce management is in use, an exception management tool takes note of when tasks are at risk of being missed and a

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customer may be in danger and not receiving critical service.

Alerts are sent to dispatchers about such situations and other scheduling issues so that they can react and reassign field teams as needed.

Future planning: Beyond field situations, workforce management delivers analytics about the performance and responsiveness of each worker and team. Organisations compile the data into reports for review to spot trends and the need for improvements. For instance, if crews took too long to arrive, managers can better plan standby crews for future situations.

Use of analytical data helps improve productivity, making it possible to complete more jobs per day, and helps control costs.

For field service organisations, squeezing more jobs into one day in the aftermath of a disaster accelerates the resumption of operations, which helps to minimise lost revenue and bring employees back to work more quickly. It also creates goodwill among customers, who often get frustrated when service restoration takes too long, especially after a storm or strong winds.

Workforce management increases accountability as well, by collecting accurate, reliable

Extreme weather events... an increasing threat to business continuity

information on field operations and associated costs. Managers are better equipped to make the right decisions regarding resource deployment during emergencies and on a daily basis. Beyond that, organisations that base decisions on accurate, meaningful information that reveals historical patterns, trends and metrics can respond more effectively to not only day-today tasks but to the next storm, flood, heat wave or blizzard.

“This can be lifesaving when power outages from an ice storm or blizzard leave the elderly or families stranded in freezing temperatures” International examples: The municipal utility in Anderson, IN, USA has adopted Trimble Field Management, a GPS-based field services management technology. Before that, when ice storms, blizzards or thunderstorms pulled down power lines in Anderson, the utility department tracked its

crews by making phone calls and writing their positions on a chalkboard. “When there were storms, the board looked like a chess game. Now, we know exactly where each vehicle is and can schedule repairs by a truck’s proximity to the outage,” says Jason Tuck, GIS consultant and former GIS Manager for Anderson Municipal Power & Light Division. “We can see our trucks real-time on a map and make faster and more confident decisions because we know their locations are more accurate.”

The public works department in Brookline, USA, can immediately respond to stranded crews by tracking their progress constantly. “Now if there’s a snowstorm and a truck breaks down, we know exactly where to find it and the driver,” says Mark Parece, the town’s fleet manager.

At White Mountain Oil & Propane, North Conway, NH, Trimble Fleet Management technology has proven invaluable in such cases.

“Managers can receive off-hours service or emergency calls (when dispatch is closed), log in, and in a minute know exactly where the problem is and send help,” says Todd Miller, the company’s manager of administration. This can be lifesaving when power outages from an ice storm or blizzard leave the elderly or families stranded in freezing temperatures without heat.

Highlighting innovations and content in field service industry 17-19 June 2014, ExCeL London

Europe’s only dedicated event for the field service market Dedicated to the critical issues within the field service, service and fleet management industry, the event provides practical know-how on CRM to GPS, optimised spares to telematic analytics and everything in between. Service Management Expo is a must attend for professionals working across service management, logistics, fleet management, facilities, operations, finance and IT.

#SMExpo @Facilities_Show

Organised by

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The Year that “Back to Basics and “Back to the Future” collide?

The year that “Back to Basics” and “Back to the Future” collide?

2014 is set for a major collision between a continued return to the fundamentals of service and the ‘Tomorrows World’ technology we are seeing appear today.

Strategies for GrowthSM President, Bill Pollock explains why this is a good thing...

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ll things point to 2014 as being the year when “Back to the Basics” and “Back to the Future” are finally due to collide. The collision will not be spontaneous – nor will it be particularly disruptive.

In fact, it is likely to be extremely synergistic! Moreover, our research strongly suggests that these two otherwise divergent paths will begin to work together in a more harmonious manner to propel the global services community to even greater heights with respect to both revenue growth and profitability. Granted, similar statements are made around this time each year (some, even, by myself); however, 2014 will be a markedly different year in that there has already been a steady uptick in new technology investment evidenced over the past 12 - 18 months (i.e., supporting the “future”), coupled with a renewed appreciation that customer needs and expectations must once again be placed at the top of the list of market strategies and actions that can empower services organisations to attain higher levels of service performance, customer satisfaction and profitability (i.e., the “basics”).

Let me explain how these two paths are most likely to collide:…

Back to Basics: Immediately following the “great” global economic meltdown of several years ago, most services organisations almost immediately went into cost-cutting mode in an attempt to reign in expenses (both capital and operating). While some employed an orchestrated approach to cost-cutting, others may have gone somewhat overboard or, even worse, may have ended up not having cut enough waste or inefficiencies in a

timely enough manner. Nonetheless, over several years, most of the leading (i.e., “best practices”) services organisations were finally able to rollback costs to a point where they were able to not only survive, but thrive in a downturned global economy.

However, as it became increasingly evident that costs could not be cut any lower (i.e., nothing more to cut!), many organisations found themselves struggling to maintain – let alone bolster – their respective bottom lines. Once again, the leading organizations recognised that the bottom line was actually an equation, influenced directly by both costs and revenues (among numerous other factors).

“Applications and tools are being introduced to the global services landscape on a seemingly weekly basis “ Therefore, if they could not decrease the cost side of the equation any longer, the best way to improve the bottom line would be to drive higher levels of service revenues. Thus began a brief era (i.e., two to three years or so) that transitioned the focus from cost-cutting to revenue generation.

Fast forward to 2014, and we are now seeing a global services community that has much of its costs under control, has taken proactive and interactive steps to drive increased levels of service revenues, and has allowed itself (gratefully) to re-focus its resources on the

needs and expectations of the customer – a return to a more classic approach to services strategies and actions.

Back to the Future: However, it seems that each year, new technologies, applications, tools and “toys” are forecasted to “change the way in which we live” – or, for the services community, “the way in which we will be able to manage our operations.”

Some prime examples have included such diverse technologies and tools as Personal Digital Assistants (PDAs) and tablets, RFIDs and scanners, M2M and remote monitoring, the Segway – and the list goes on and on. Then we all take a collective deep breath, wait a few years, and sometimes, before we even are fully aware, they quietly become integral components of both our lives and our businesses. (Well, maybe not so much with respect to the Segway!)

Fortunately (albeit mainly for those organizations that have already prepared themselves for dealing with the “basics”), the “future” is about to collide with them – but in a good way. For example, earlier this year, it was reported that a fighter jet used by the United Kingdom’s Royal Air Force (RAF) flew with 3-D printed metal components for the first time. The air intake support struts, protective guards for take-off shafts and cockpit radio covers inside the Tornado jet were all made by 3-D metal printing, said defense manufacturer BAE Systems.

In October 2013, U.S. defense contractor Lockheed Martin said it was experimenting with 3-D printing of titanium parts for use in space flight; and NASA has plans to put a 3-D printer on the International Space

Station later this year. Although 3-D printers can cost several hundreds of thousands of dollars or more, the question remains, how much can your organization save by 3-D printing some of its more common, fairly basic, parts?

M2M technology; big data; real-time telematics; and new mobile devices, applications and tools are being introduced to the global services landscape on a seemingly weekly basis, and – oh, yes, before you know it, many of 2013’s, 2012’s or (plug in the year) “new” technologies that may have mysteriously fallen off of our radar screens, may actually find their ways into our services organisations’ regular operating routines, thereby supporting the transition of this year’s “future” to next year’s “basics.”

Enjoy the transition – and don’t forget to “mind the collision!”

More from Bill Pollock @ bit.ly/1altUlb

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www.fieldservicenews.com

Company Spotlight: Exel Computer Systems FIELD SERVICE

Expect, Exceed, Exel!

With a track record of delivering successful software solutions for over twenty eight years, Exel Computer Systems, providers of Eagle Field Service, has an impressive roster of big name clients...

E

xel Computer Systems plc. a UK software author, has been developing, implementing and supporting business software solutions since 1985.

With hundreds of successful implementations and thousands of users around the world, Exel has a proven track record of working with some of the world’s most well-known organisations.

Exel’s experience and extensive industry knowledge ensure that they are best placed to assist their customers to achieve competitive advantage through the employment of a state-ofthe-art business solution.

In a constantly changing business environment Exel is a provider that you can trust, and with continual product investment, a company which will be around in the future.

Exel’s Eagle Field Service system leads the way as a complete mobile management solution providing real-time information and resources to field based

More about Exel @ bit.ly/1ewCvUE p22

engineers delivered directly to their mobile or touchscreen device, as well as unprecedented levels of control and visibility to management. Eagle Field Service provides a fully integrated range of modules from a single software author.

across different platforms including smartphones, tablets and laptops. Triton Showers Service Manager, Graham Neve, has found working with the Exel team has considerably broadened the business calibre of his service team.

Eagle Field Service allows service and maintenance engineers, or any remote worker, real-time access to cases, schedules and mobile data.

“Working with Exel helped the staff at all levels in the business to understand the changes required in their role as a result of the solution, improving the way they communicate with the customer”.

“Working with Exel helped the staff at all levels in the business...”

Information is relayed real-time to the back office management system, ensuring that company wide mobile data and officebased information is unified throughout.

This modern real-time mobile solution works on or off-line,

CALL CENTRE

ASSISTED SCHEDULER

CRM

DOCUMENT MANAGEMENT

EXPECT, EXCEED,

EXEL.

For over a quarter of a century, EXEL has been developing and supplying business management solutions that have helped companies like yours maximise their potential and become world class.

Eagle Field Service is a fully-integrated, modular, browser-based software solution suitable for companies of all sizes across a wide range of industry sectors.

To find out more about Eagle Field Service and how we can help your business, call EXEL on 0115 946 0101 or email sales@exel.co.uk

Neve firmly believes Triton Showers are in a much stronger position thanks to their implementation of Eagle Field Service and the support received from Exel. www.eaglefieldservice.com

A GREAT

BRITISH

BUSINESS

exel.co.uk

Business as usual, only smarter. EXEL COMPUTER SYSTEMS

www.fieldservicenews.com

Case Study: Coastway deploy CL910 Motion tablets for ariel surveys

Eyes in the sky: Coastway use CL910 Motion tablets for aerial surveys Forget about Amazon’s claims of using drones for deliveries... Irish firm Causeway show one way in which U.A.V’s can be used succesfully with rugged tablets...

C

oastway is the largest chartered land surveying and geospatial engineering company in Ireland.

Headquartered in Naas, Ireland with overseas offices in London and Poland, Coastway specialises in capturing, processing and managing geospatial data.

Terrestrially based technologies make the land surveying of quarries and similar large, external facilities time-intensive.

As this time passes there is the risk of the survey becoming inaccurate as the land changes and the quarry alters or further equipment is added.

This necessitates the use of Unmanned Aerial Vehicles (UAVs) to enable quicker, more comprehensive topographical surveys. UAVs also enable safer working practices and typically have less impact on the

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environment. To ensure an accurate survey, control of the UAV is paramount. A tablet PC is the natural choice.

However, using the tablet specified by the UAV manufacturers, Coastway soon hit a series of challenges: a short battery life, lack of ruggedisation, excessive weight and limited functionality interrupted work flow. As a result, Coastway turned to tablet specialist Camtech to specify and implement a better solution.

Darrell Newman, Technical Services Manager, Camtech explains: “The typical work flow for the Coastway team would be to use a tablet in the office to conduct preflight checks, then file a flight plan.

The device would then need to remain on standby

as the team travels to the site, in order to enable any revisions to the scope of the task or the flight plans.

“The environment in which the teams operate made battery life, portability and ruggedisation critical concerns” “The survey team will usually handle around three jobs per day, with around four flights per job of approximately 20 minutes per flight. This profile of activity and the environment in which the teams operate made battery life, portability and ruggedisation

critical concerns. As a result we specified the Motion CL910 with additional peripherals to enhance the weather proofing.”

The CL910 enables the team to have a full working day with up to seven hours of battery life. At 1.9kg the CL910 is portable and in the field, the 10.1” screen delivers bright visibility and the ruggedisation of Corning® Gorilla® Glass. meaning it is able to meet all of the demands Coastway’s work require.

The display supports both “Touch” and “Pen” input, enabling fine control of the UAV drone. When the survey is complete, the integrated Wi-Fi enables quick transmission of the data. Specific job data and individual flight footage are kept separate by backing up flight footage to the SD card in the internal bay.

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Company Spotlight: mplsystems

www.fieldservicenews.com

Joining the dots with end to end field service management Service disconnects between departments can lead to miscomunications and costly mistakes and must be avoided say mplsystems...

D

elivering high quality service competitively is essential for any field service provider, and that means ensuring control across the entire process – from the service desk to dispatch to field workers.

Invariably this requires multiple departments and diverse systems to achieve an end-toend service, and that inevitably leads to mistakes being made.

Whether it’s miscommunication of customer requirements, incomplete data or poor visibility of stock levels and assets, organisations struggle to plug these gaps between systems manually.

What’s needed instead is an approach that resolves these service disconnects. That’s why mplsystems has created its endto-end field service management solution – providing organisations with a true realtime overview of maintenance and support activities across their entire operation.

Key functionality offered includes a unified service desk portal, automatic and dynamic planning and drag-and-drop scheduling of service activities within defined SLA guidelines, as well as field support through dedicated apps for in-field data collection and route optimisation.

Such unnecessary administration is time-consuming and expensive, and makes it increasingly difficult for organisations to achieve efficiency savings and remain competitive.

Directly linking service desk and field operations, organisations of any size can effectively automate key processes – and because this service is cloud-enabled, it proves cost effective for workforces from just 15 to over 500 mobile staff.

It’s this inability to join the dots that creates potential performance bottlenecks.

Examples of mplsystems’ field service management solution in action include:

More about mplsystems @ bit.ly/1dL7pLb p26

Balfour Beatty Workplace uses the solution to manage bookings and plan jobs across multiple accounts. Results include an initial £500,000 efficiency saving, a reduction in non value-added calls, and a 28% improvement in planned maintenance performance SLAs

Does your service management solution deliver real efficiency savings?

Join up the dots with mplsystems...

Gamestec, the UK’s largest gaming and amusement machine operator, has seen an 88% reduction in ongoing IT costs following the replacement of its separate contact centre technology, CRM and handheld devices with an integrated mplsystems field service management approach Metric Group, the leading provider of car park payment terminals, uses mplsystems to gain a single view of all its engineering resources – helping optimise service schedules, increase field service productivity, improve response times for customers and dramatically simplify reporting

An End-to-end Customer Management, Scheduling and Mobile Field Service Solution mplsystems.co.uk | info@mplsytems.co.uk | 0800 0934 474

www.fieldservicenews.com

Is growth through services both an opportunity and a reality check?

Is growth through services both an opportunity and a reality check?

Whilst technology certainly has it’s part to play in the development of field service in 2014 there is far more to be done than just purchasing the latest IT systems to acheive service excellence argues Nick Frank of Noventum.

A

t the backend of 2013, did you notice that the field services community was increasingly talking about the critical role of knowledge in creating a thriving and profitable services business. Solution providers were all telling us about analytics, transparency and the benefits of working in the connected world.

Buzzwords such as ‘Big Data’ and ‘The Internet of Things’ were being bandied around as if we all should be experts. Companies started talking openly about their development of remote solutions to improve their customers OEE and create new revenue streams.

This ‘enlightenment’ I am sure will continue into 2014, but with it I believe will come the realisation that it’s NOT AS EASY as purchasing the latest IT system or implementing some workshop/training programmes.

Although companies will increasingly recognise that their future corporate growth may be facilitated by new services, they will realize that to participate they must do something different! More and more we will hear companies talking about the need for a step change or transformation.

This is because to gain the full value from these technologies, companies need a fundamental shift in their People, Culture and Processes!

Knowledge savvy People and Culture: The bulk of the value to be won lies in the customer’s process and operations. Developing services that help the customer’s business be more effective requires a shift to an OUTSIDE-In culture. The customer’s processes and how they experience our Brand must be at the heart of our own product and service strategy.

Easy words, but not so easy when you consider that most of us whose careers have grown through products, do rather have an INSIDE-Out view on technology, manufacturing and making things work.

But in developing this understanding, we have to change our whole view of knowledge and how we manage it. The first step is to appreciate its importance to our own organization and customers. What is important to protect, and what can be shared. I say this because to achieve change in an increasingly complex technological world, the concept of co-creation and partnering is becoming stronger. We are seeing companies and customers coming together to form ecosystems to solve complex problems. But this requires the management of knowledge and knowing what and how it can be shared; a capability that many businesses struggle to deal with.

Processes for a new paradigm: Mind-set may start transformation, but it’s the execution of processes that will bring value. To really benefit from these emerging technologies, it’s logical that processes will be re-engineered for the new technology paradigm. And we are not just talking about the flow of activities. This must include the management rules that underpin the processes, the KPIs to manage performance, the competencies of the people, as well as defining the businesses functional requirements for it’s IT and support systems. Get this last factor wrong, and all the latest technologies and concepts will not help your business move forward.

Sounds complex and expensive. This is where some recent research findings from Noventum bring some

interesting insight as to what is needed to move forward. Between April & December last year, we talked with over 150 business leaders and service professionals about which strategies were driving business growth and the role of services.

Two findings stood out in relation to this discussion: 1.

2.

the technology to achieve results today, but which are scalable to their future growth vision.

At the end of the day, time will tell if this view of the world will be true, but if you would like to get a head start and develop your own thoughts, Noventum will be running a series of events on this topic which can be found at http://www.noventum.eu/calendar

Service is becoming recognised as a strategic solution to facilitating a company’s growth strategy.

Companies have an increasing desire to develop more advanced services that address their customer’s processes, but show a reluctance to move forward until product related services are mastered.

We believe the insight these findings provide for 2014 is that, as companies recognize the role that Knowledge and Technology can play in their future profitability, they will get excited…. ....and then there will be a sharp intake of breath as they start to evaluate the implications.

However, if they begin to see service as a strategic lever to support the company growth goals, then the investment implications actually becomes more manageable, and are probably smaller than for many product R&D projects.

Secondly by breaking down the transformation into smaller steps, and re-engineering their delivery process and functional requirements, they can harness

More from Nick Frank @ bit.ly/1d4l62Z p28

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www.fieldservicenews.com

Case Study : Optimising the mobile workforce behind London’s “Boris Bikes”

Case Study: Optimising the mobile workforce behind London’s “Boris Bikes” One of the biggest success stories to come from the London Mayor’s office was the introduction of Barclay’s London Cycle Hire (locally known as Boris Bike’s) which has brought easy access bicycle hire to the busy streets of central London...

O

f course the task of managing such a project and the mobile workforce that keep it operating, is a major undertaking, one which fall to international service company Serco. In this case study we look at how they worked with Leadent Solutions to establish an automated work scheduling system to make the project work.

The scheme’s bicycles operate throughout 17 square miles in the city across a coverage area which approximately matches Zone 1 of the London Underground. Since its introduction, the scheme has grown in scale from 5,700 to 9,000 bikes and from 315 to 570 docking stations, with over 20 million journeys made to date.

Users can pick up and drop off bikes at any of the docking stations, therefore ensuring there is an adequate supply of

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not only bikes, but also empty racks for returning customers, is vital to the success of the scheme.

scale of the project that meant a new and more efficient approach was needed, but crucially, without the need for large numbers of additional field staff.

Challenge: Maintaining the network requires a dedicated team to keep the bikes and the docking stations they are hired from in good repair, and to ensure that the supply of bikes is regulated to meet customer demand and KPIs agreed with Transport for London (TfL) in a 24/7/365 period. In anticipation of an extension of the cycle hire scheme into East London, almost doubling the number of bikes and docking stations, it was vital to find a way to optimise and dispatch field operatives to make sure that the supply of bikes to the right locations was accurately managed. This also needed to be acheived with the same size dispatch team. It was the significant increase in the

Previous work practices involved significant ‘phone time’ – this essentially displayed the state of the docking stations on a big screen, from which control room staff used the visual overview to raise jobs by the expedient of calling the on-street team to tell them what needed doing. Once a job had been communicated, there was no feedback, status update etc., other than the change to the main display – and changes could have just as easily been driven by a large group of tourists arriving at a docking station as by the redistribution driver.

To compound the challenge, managing the bike supply requires dispatchers to manage a constantly changing work list

where jobs are frequently raised, re-prioritised, and withdrawn as customers hire and return bikes, and to be able to do this in a consistent manner. One of the KPIs is to make sure that docking stations have spare spaces for bikes to be returned, but also bikes available for hire, with a financial penalty resulting if the agreed timeframe is exceeded.

The scheduling system must be intricate enough to account for a sudden change in the status of a docking station. For example, a full docking station will cause a job to be created to remove some of the bikes, allowing for returns. However, a group of tourists could empty rack before the operatives arrive, changing the job from removing to delivering bikes, which need to be sourced from another location. This ebb and flow of bicycle hiring demands a near real-time automated system to ensure that the system runs smoothly.

In addition, maintenance work, although more predictable, still required the implementation of automated processes to arrange collection of bikes for workshop repair.

Also identified was the need to capture the level of use bikes were receiving as maintenance work was carried out, and to

record histories of work carried out on the bikes and the docking stations, requirements that were, at best, only partially supported by the existing solution.

Solution: London Cycle Hire chose workforce optimisation consultants Leadent Solutions to design and implement a better way of supporting these requirements.

“The solution centres on an integrated data feed from each of the 14,000 docking points which updates every three minutes” Leadent Solutions used ClickSoftware to deliver the core schedule automation and controls together with a mobile technology application to process work. The solution centres on an integrated data feed from each of the 14,000 docking points which updates every three minutes. This live

data is fed automatically into ClickSchedule software which compares the data to defined agreed targets. When it finds a docking station that has passed its limits for hiring or returning availability, a job is created in near real-time, based on priority, skills and geography. Jobs are withdrawn if the station naturally falls back within tolerance and the system also prioritises jobs according to pre-defined rules.

The system uses a dynamic prioritisation engine, which considers a station’s grading, the time it has been in breach of availability targets and other factors, to ensure urgent work is prioritised over less critical or a routine maintenance task.

With all of these actions being automated and the on-street operatives being updated by bespoke mobile devices, there is no need for the frequent phone calls which the control centre team previously had to make to field operatives to give instructions and receive updates.

This mitigates the risk of missing stations which the manual system allowed for, threatening KPI compliance.

The mobile solution also allows operatives to record task activity and report inventory consumed, thereby building a history of asset maintenance.

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www.fieldservicenews.com

Results:

“Boris Bikes� by Numbers:

Near real-time visibility of the state of the LCH network at any point in time, allowing managers to get a clear overview of what the status quo is for current work and work in progress and enabling easier management of field operatives

Clearer picture of which bikes and locations are being used the most, providing customers with the best possible service and availability.

180,000

Circa

Near real-time task creation, prioritisation and dispatch to help LCH proactively manage KPIs agreed with TfL

570

registered users

docking stations &

14,000

docking points

Systems delivering streamlined, automated business operations through automated scheduling and mobile solutions

More efficient process to manage employee breaks and standardised working practices through automated processes

Over

9,000

Demonstrated the value of automated scheduling in delivering more efficient use of resources, better management of work, and, in turn, improved responses on KPIs

250 400

Maintaining triage of

Business Benefits:

cycles available for hire

bikes every day and on street

bikes a day

A 40% expansion of the Barclays Cycle Hire Scheme with minimal additional control centre staff costs

Near elimination of voice interchanges between field and control, saving both time and money

Up to

27

vehicles move on average

4,000

bikes per day

A marked improvement in resource utilisation and field engineer productivity through efficient and effective scheduling, dispatch and reporting of work Improving the quality of operational performance data, by being able to capture real world actual performance at a higher level of detail than previously possible

Over

23 million

hires to date

Allowing a sustained improvement in operational performance and efficiency, allowing the Scheme to grow, but managed by the same control team that had previously managed a much smaller operation.

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Industry Events: Service Management Expo | Field Service Europe

www.fieldservicenews.com

Getting to know you...

Field Service News is pleased to be working with the two leading events for Field Service Professionals in Europe, namely UBM’s Service Management Expo and WBR’s Field Service Europe Conference. So what can you expect from each of them and why should you make sure you are there?

T

he field service sector spans across multiple vertical industries yet often the challenges faced by those in disparate industries are all too familiar when it comes down to managing a mobile workforce.

Meeting with your peers can therefore be an enlightening and insightful experience.

Also across the last quarter of a century or so the industry has become more and more tech-centric and a firm grasp of what technologies are available and how these can be used to improve the effiency of the mobile workforce is a core to the role of a service manager.

Making the most of resources such as the white papers, podcasts and webinars available at websites such as fieldservicenews.com is vital as is meeting with vendors to see their products first hand, and listening and learning from those in the industry who are leading the way. Two key events to keep in your diary therefore are UBM’s Service Management Expo which

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this year is moving to London’s Exel and WBR’s Field Service Europe Conference which builds on last year’s succesful inaugral event.

Service Management Expo 2014: For 2014, Service Management Expo will be moving to ExCeL London and will run alongside the Protection & Management Series incorporating Facilities Show, Safety & Health Expo, FIREX International, IFSEC International and the newly launched Energy & Environment Expo following its successful inclusion in 2013.

Service Management Expo is Europe’s only dedicated event for the field service market and a must attend for professionals working across service management, logistics, fleet management, facilities, operations, finance and IT.

to GPS, optimised spares to telematic analytics and everything in between.

As an integral part of UBM Live’s Facilities Show, visitors also benefit from everything on offer at the whole exhibition including a fully comprehensive educational programme covering key FM subjects from legislation updates and sustainability to environmental and waste management.

Meet Suppliers: Service Management Expo provides the unique opportunity to meet with specialist exhibitors showcasing the latest technologies, products and services from key areas including: • • •

100% dedicated to the critical issues within the field service, service and fleet management industry, the event provides practical know-how on CRM

• •

Service Management Software & Systems Workforce Optimisation & Scheduling Tracking, GPS & Fleet Management Mobile Communication & Hardware Service Logistics & Distribution:

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www.fieldservicenews.com

Industry Events: Service Management Expo | Field Service Europe

Dates for the diary...

Service Management Expo: 17th - 19th June, London.

Field Service Europe: 20th - 22nd October. Amsterdam Free Education: You’ll also benefit from the exceptional free education content presented at the Field Service Solutions Theatre – the ideal place to update your core industry knowledge and view bite-sized updates and demonstrations of the very latest technologies.

Field Service Europe 2014: Field Service is the only service and support event in Europe that attracts senior-level service and support professionals across industries supporting installed equipment. Field Service tackles the latest strategies in core service functions including mobility, workforce management, technical support and knowledge management.

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Plus, Field Service Europe offers insight into the new areas challenging service and support executives all over the world, including: •

•

•

•

Making Field Service a recognised profit centre and finding new opportunities to increase profit Enlisting 3rd party providers and distributors for a more efficient Field Service organisation Using predictive maintenance and remote diagnostics to decrease costs and drive revenues Investing and measuring the ROI in Human Capital and Knowledge Management

Event Programme: This Years Event Will Be Focused On: •

•

•

•

Making Field Service a recognised profit centre and finding new opportunities to increase profit margins Strategies on how to work with 2nd and 3rd party providers and distributors for a more efficient Field Service organisation Using predictive maintenance and remote diagnostics to decrease costs and drive business revenue Knowledge management: Capturing data and making it accessible to engineers to advance the value of the service.

Company Spotlight: ServiceMax

www.fieldservicenews.com

ServiceMax’s six golden secrets

IMAGINE FLAWLESS FIELD SERVICE

PERFECT SERVICE DELIVERY. MAXIMISE REVENUES. DELIGHT CUSTOMERS

Are you wondering how to modernise yet simplify field service? Read on for ServiceMax’s six secrets to help you streamline your field service organisation, delight customers and drive profit.

ONE:

THREE:

From scheduling to parts and contracts, get a complete solution: Field service can be complicated, with lots of moving parts, people and resources. Tackling just part of the process, like scheduling, leaves field service organisations with bottlenecks and inefficiencies in other areas.

Address the entire field service lifecycle to ensure all aspects of the process are cruising along – parts, scheduling, contracts, social, mobile and more.

Go mobile, NOW! Don’t make your technicians carry bulky, outdated clipboards and laptops in the field. Mobile devices are small, sleek, and help techs focus on the customer problem at hand. Simplifying hardware will go a long way to making your techs love the technology they use and get the job done faster (and it will impress your customers!).

TWO: Servicing products can be complex, Field Service software shouldn’t be: Make sure your technicians can focus on solving customer issues instead of trying to figure out their field service software.

With an intuitive solution, guided workflows, easy access to key information, and automated processes, your technicians can focus on their real job: making customers happy. And they’ll record far more customer data, which will pay big dividends in the future.

“Simplifying

Align service and sales: Field service technicians see sales opportunities on a daily basis and ways you can displace your competitors.

a long way to making your techs

SIX:

hardware will go

love the technology they use and get the job cone faster” FOUR: Empower technician collaboration: We all know technicians don’t always get the job done the

ServiceMax CUSTOMERS SURVEYED FOUND*

FIVE:

But that information will never make its way to your salespeople unless you simplify and standardize the process of lead sharing from service to sales.

more about ServiceMax @ bit.ly/1a76KSQ p38

first time. With simple social collaboration technology, techs can easily get information from the right expert in real-time without leaving the customer site.

Simplify training with simple technology: Field service organizations often have to cope with remote technicians, high turnover, and large product lines, making the training process challenging.

With technology and knowledge sharing, companies can spend less money and time getting their technicians up and running.

14% Increase in Service Revenue

31% Increase in Productivity

16%

Increase in Customer Satisfaction

16% Decrease in Time to Repair

Register for a 30 day trial

16% Reduction in Field Service Costs

11% Increase in First Time Fix Rates

What could ServiceMax do for your Field Service organisation?

www.servicemax.com/trial

*Average ServiceMax customer results, based on a 2013 survey

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Field service software providers

www.fieldservicenews.com

Exel Computer Systems plc. a UK software author, has been developing, implementing and supporting business software solutions since 1985.

With hundreds of successful implementations and thousands of users around the world, Exel has a proven track record of working with some of the world’s most well-known organisations.

Established in 1991, Solarvista has become the number one independent supplier within the UK delivering solutions to thousands of users in more than 20 countries.

Web: www.eaglefieldservice.com Phone: +44 (0)115 9460 101 Key Contact: Mr. Carl Cridland Email: enquiries@eaglefieldservice.com

Web: www.solarvista.com

Key Contact: Mr. Chris Welsh

Services provided: Fully Integrated Field Service Management including: Assisted Scheduling, Workforce Optimisation, Route Optimisation, Audit Trail, Business Intelligence, Reporting Tools, Workflow, Document Management, Customisation Toolsets, Outlook Integration and more.

Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions

Phone: +44 (0)114 221 1000 Email: sales@solarvista.com

Tesseract was formed in 1985 to develop, specialised Problem Management Systems for the Service Industry, & now boast over 300 installations world-wide.

From Automated Scheduling to Customer Management to Mobile field communication, mplsystems provides an end to end field service solution.

Every solution is tailored around each organisations individual processes and because it is entirely modular the mplsystems solution can easily integrate and join up existing systems and processes.

Our unique field service management system streamlines stock control, remote engineer access, call handling & service control. A field service software that delivers powerful management to field service systems & operations.

Web: www.mplsystems.co.uk Key Contact: Susannah Richardson

Web: www.tesseract.co.uk Key Contact: Colin Brown

Phone: 01926 623 500 Email: Susannah.richardson@mplsystems.co.uk

Services provided: Scheduling: automated and dynamic drag drop, Mobile Field workers Comms, Customer Management portals, SaaS, Reporting and analytics, Self Service portals, Multi-Channel service desk technology, Parts Management, Costing, billing and accounting, Case Management

ServiceMax is the only end-to-end field service management solution built 100% native on Force.com.

ServiceMax’s average customer has increased productivity by 31%, revenue by 14%, and customer satisfaction by 16%.

See how companies like Coca-Cola Enterprises, Elekta and Electrolux are on the road to flawless field service with ServiceMax at www.servicemax.com.

Web: www.servicemax.com Email: info@servicemax.com

Phone: +44 (0) 20 300 48 920

Services provided: SaaS, Scheduling, workforce optimisation, parts, contracts, social, mobile, portals, reporting

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Solarvista Software is an award-winning pioneer in service management technology, including integrated Service Management, CRM, Mobile Data and Scheduling systems.

Phone: +44 (0)1494 465066 Email: websales@tesseract.co.uk

Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions

The software solution that allows you to get clever running your business. Smarts end to end service capability coupled with its inherent agility and flexibility means you can meet the exact needs of your organisation and adapt quickly to business change - enabling you to maximise customer satisfaction, retention and overall profitability - all without compromising efficiency, quality and productivity. With its fully web based and comprehensive suite of powerful back office and mobile applications coupled with an unparalleled depth of functionality and extensive customisation opportunities - it really is the only smart solution.

Web: www.zafire.com/smart Phone: 01295 701810 Key contact: Peter Duffield Email: smart@zafire.com Services provided: Service Desk Management, Field Service Mobile Applications, Customer & Supplier Web Portals, Contract & Asset Management, Resource Planning & Optimisation, Workshop Repair & Warranty Software , Sales Pipeline & Customer Relationship Management, Inventory & Stock Management, Invoicing and Billing Management, Business Intelligence & Reporting

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www.fieldservicenews.com

Field service software providers

Email: tellmemore@theaccessgroup.com

Services provided include: Job Scheduling, Planned preventative maitenance, Self Service.

B2M Solutions: Services include:

Web: www.theaccessgroup.com Phone: +44 (0) 845 345 3300

Epix Systems: Services include:

Web: www.epixsystems.co.uk Job control software.

Field Engineer: Services include:

Web: www.fieldengineer.co.uk Service management software.

Phone: 0203 141 9882

High 5 Software: Services include:

Web: www.high5software.com Work order management software

Phone: +1 800 585-1696

Inform GMBH: Services include:

Web: www.inform-software.com Advanced planning & scheduling software

Services provided include: Mobile Workforce Management, Enterprise Mobility, Optimised Scheduling Web: www.clicksoftware.com Phone: +44 (0) 1628 607 000 Key Contact: Ms. Anna Lawler , Director of Marketing, EMEA Email: info@clicksoftware.com

Services provided include: Software for Field Service & Asset Management, Optimised Workforce Scheduling, Mobile Workforce Management, Service Contract Management.

Web: www.ifsworld.com Phone: +44 (0) 1494 428991 Key Contact: Ms. Christine Murphy Email: christine.murphy@ifsworld.com

GeoPal

Services provided include: Mobile Workforce Management, Enterprise Mobility, Mobile Data Capture, GIS, Lone Worker Protection

Web: www.geopalsolutions.com

Phone: 0800 520 0458 Email: sales@geopalsolutions.com

Services provided include: mobile workforce management, field service software solutions, mobile data capture Web: www.pulsion.co.uk Phone: 0141 352 2280

Email: sales@pulsion.co.uk Services provided include:

Web: www.telogis.co.uk

Email: info@telogis.com Phone: +44 (0) 1344 747 638

Services provided include: Scheduling & Workforce Optimisation, Performance Management Analytics, Driver Safety Key Contact: Paul Waddilove Web: www.trimble.com/fsm

Email: fsm_enquiries@trimble.com Phone: +44 (0)1473 696300 Services provided include: Scheduling Services, Mobile Workforce Management Solutions, Hosted Services Web: www.workplanningsoftware.com Tel: +44 (0)1449 781001 Email: sales@wheatley-associates.co.uk

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Web: www.b2m-solutions.com Strategic mobility intelligence.

Phone: 01235 32750

Connect2field:

Web: www.connect2field.com

Phone: 0203 299 562

Services include:

Job management software Phone: 0161 477 343

Phone:+49 240894 56222

Job Logic: Web: www.joblogic.com Services include: Service management Software.

Phone: 0121 250 1027

Key Computers: Services include:

Phone: 01942 261671

Web: www.keycomputers.co.uk Service management Software.

Masternaut: Web: www.masternaut.co.uk Services include: Dynamic scheduling software

Phone: 0844 2730838

Kronos: Web: www.kronos.co.uk Services include: Scheduling Software.

Phone: 0118 978 9784

Mind Your Service: Services include:

Phone: 0800 652 2423

Web: www.mindyourservice.com Service management software.

MJC2: Web: www.mjc2.com Services include: Field service optimization Nice : Web: www.nice.com Services include: Workforce optimisation

Phone: 01344 760000 Phone: 0 972 9 775 3777

One Serve: Services include:

Web: www.oneserve.co.uk Workflow management software

Phone: 0845 8731853

Sandpiper Corporation: Services include:

Web: www.sandpiper-corp.co.uk Wireless mobile computing

Phone: 0845 456 6671

Motivity: Services include:

Web: www.motivitymobile.com Job dispatch

Phone: 0114 243 5544

Synchroteam: Services include:

Web: www.synchroteam.com Customer management Software.

Phone: +33 1 808 85 018

Tracker Network: Services include:

Web: www.tracker.co.uk Fleet telematics software

Phone: 0845 604 6004

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Company Spotlight: Tesseract

www.fieldservicenews.com

State of the art solutions... twenty five years in the making

Mobile applications

After 25 years Tesseract’s Service Management System still leads the field with both functionality and technology and with over 350 installations in over 25 countries it has become truly international...

The latest version Of Tesseract Service Centre is fully browser based, from end to end and it can, in fact, run on any browser and any device, whether desktop, laptop or tablet.

With this modern architecture Tesseract have been offering their Service Management System as a SaaS whereby there is only a monthly fee and no hardware or software purchase.

Tesseract also continue to offer their system in the more traditional purchase model and as the system is browser based there is no software installed on any client just on server, so far more maintainable.

Also available an integration email service and a managed reporting service.

Coupled with this state of the art product Tesseract has a flexible Remote Engineer Access (REA) module, and allowing the user a selection of devices for their field

workers and also offering on line/off line capabilities. Working in conjunction with REA is a job optimization module.

Users can use the Tesseract diary for scheduling jobs and get the DiaryAssist to optimize the planning based on availability, cost, distance and skill sets.

“Run on any browser and any device, whether desktop, laptop or tablet” Integration with other systems typically ERP or accounts packages is handled by the Tesseract APl or Application Program Interface.

There is a window to the entire business logic of the system allowing data to flow in and out using the intelligence of the

more about Tesseract @ bit.ly/1aeQWgR p44

business logic in a managed and controlled way and, in fact, this is also available as a web service.

This means that the systems do not need to reside on the same system or network and this web service is also available for customer service calls so that 3rd party CRM products can see call history of customers in situ.

Tesseract also uses this technology when connecting to other 3rd party products like GPS tracking systems and postcode address systems.

The system also has a Customer Portal(RCA) allowing calls to be logged by our users’ customers they may also view history look at the status of open calls, add meters reads and run selected reports all from their own browser.

Section sponsored by:

Company Spotlight: ClickSoftware

www.fieldservicenews.com

Available in the Cloud

When things just Click...

ClickSoftware have been named by Gartner as an industry leader for three consecutive years. Find out why...

ClickSoftware is the leading provider of mobile workforce management and optimisation solutions. Available in the cloud, our solutions help service organisations create business value through higher levels of productivity, customer satisfaction and operational efficiency.

reducing costs, increasing customer satisfaction, employee preferences and industry regulations/legislation.

ClickSoftware’s solutions manage over half a million resources around the world each day, customers include National Grid, Portugal Telecom, Ricoh and Konica Minolta.

Our concept of ‘continuous planning and scheduling’ incorporates customer demand forecasting, long and short-term capacity planning, shift planning, real-time scheduling, mobility and location-based services, as well as on-going communication with the consumer on the expected arrival time of the service resource.

ClickSoftware offers a highly flexible and scalable enterprise mobile workforce solution which can be configured with mobile business applications from the ClickAppStore.

As the pioneers of the ‘W6’ concept more than 30 years ago, they have perfected solutions for solving a wide variety of problems on Who does What, for Whom, with What, Where and When..

The combination of proven technology with educational services helps businesses find the right balance between

ClickSoftware’s mobile solution is designed to support mobile field service users working in any kind of environment, offline and online, with rich features and full accessibility to back-office systems.

With ClickSoftware the entire organisation is fully mobilised with a complete mobile workforce management solution including a device agnostic application, connectivity to back office information systems, network management, single sign-on, enterprise

more about ClickSoftware @ bit.ly/KvmaWO p46

communication, scheduling applications, mobile business apps and any other enterprise mobile business need from anywhere, anytime.The breadth and depth of solutions and strong partnerships with leading CRM/ERP vendors and system integrators makes ClickSoftware the number one choice to deliver superb business performance to any organisation.

Gartner has named ClickSoftware as a leader in their Field Service Management Magic Quadrant for the third consecutive year and in addition in 2013, ClickSoftware was selected to feature in their Quadrant for Mobile Applications Development Platform (MADP) solutions.

ENTERPRISE MOBILITY The driving force behind your field team ■ Streamline communications ■ Maximise productivity ■ Generate new revenue streams ■ Offer on-demand training

ClickSoftware is headquartered in the United States and Israel, with offices across Europe, Africa, Russia, Latin America and Asia Pacific.

For more information please visit: www.clicksoftware.com

Follow ClickSoftware in the Cloud

www.clicksoftware.com

Give your field workers the information they need at their fingertips

www.fieldservicenews.com

Mobile applications providers

ClickSoftware is the leading provider of mobile workforce management and service optimisation solutions. Available in the cloud, our solutions create business value by increasing productivity, customer satisfaction and operational efficiency. Customers include: Portugal Telecom, National Grid, Anglian Water, Xerox and Bosch.

From Automated Scheduling to Customer Management to Mobile field communication, mplsystems provides an end to end field service solution.

Every solution is tailored around each organisations individual processes and because it is entirely modular the mplsystems solution can easily integrate and join up existing systems and processes.

ClickSoftware’s solutions include demand forecasting, rostering, scheduling and mobility.

Web: www.clicksoftware.com Phone: +44 (0) 1628 607 000 Key Contact: Ms. Anna Lawler , Director of Marketing, EMEA Email: info@clicksoftware.com

Web: www.mplsystems.co.uk Key Contact: Susannah Richardson

Services provided: Mobile Workforce Management, Enterprise Mobility, Optimised Scheduling, Shift Planning, Demand Forecasting, Capacity Planning, Enterprise App Store, Cloud offerings, SMB packaged solution

Services provided: Scheduling: automated and dynamic drag drop, Mobile Field workers Comms, Customer Management portals, SaaS, Reporting and analytics, Self Service portals, Multi-Channel service desk technology, Parts Management, Costing, billing and accounting, Case Management

Pulsion Technology partners with its clients to mobilise their workforce and transform business operations.

Exel Computer Systems plc. a UK software author, has been developing, implementing and supporting business software solutions since 1985.

With hundreds of successful implementations and thousands of users around the world, Exel has a proven track record of working with some of the world’s most well-known organisations.

Web: www.eaglefieldservice.com Phone: +44 (0)115 9460 101 Key Contact: Mr. Carl Cridland Email: enquiries@eaglefieldservice.com Services provided: Fully Integrated Field Service Management including: Assisted Scheduling, Workforce Optimisation, Route Optimisation, Audit Trail, Business Intelligence, Reporting Tools, Workflow, Document Management, Customisation Toolsets, Outlook Integration and more.

IFS Enterprise Service Management –software solutions for service and asset management, real-time scheduling and mobile workforce management.

IFS develops, implements and supports unique workforce and planning software, built to respond immediately in real-time to real-world events, giving the insight you need to drive service delivery improvements.

Web: www.ifsworld.com

Key Contact: Ms. Christine Murphy

Phone: +44 (0) 1494 428991 Email: christine.murphy@ifsworld.com

Services provided: Mobile Workforce Management, Field Service & Asset Management, Optimised Workforce Scheduling, Service Contract Management.

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Phone: 01926 623 500 Email: Susannah.richardson@mplsystems.co.uk

Pulsion’s field service management software, Konformance, connects you with your field workforce, giving you complete visibility of the service delivery operation while driving efficiency and profitability. Pulsion believes in supporting clients every step of the way, tailoring Konformance to meet the objectives of your business.

Web: www.pulsion.co.uk Phone: 0141 352 2280 Email: sales@pulsion.co.uk Services provided: mobile workforce management, field service software solutions, form designer, mobile data capture, asset management, task scheduling, resource planning, issue management, data dashboards, client portal

TAAP is a mobile software application provider for devices such as tablets, smartphones, and PDAs. Our software is designed for organisations that need to mobilise their workforces and streamline everyday processes. Applications can be simple or complex depending on client requirements, and more than one application from TAAP can be used on the same device. Clients have benefitted from our software by saving operational costs, improving compliance, and increasing productivity, whilst at the same time reducing unnecessary administration and eliminating paper forms. Apps range from inspections and audits through to vehicle movements, repairs & maintenance, and data capture at events/promotions.

Web: www.ontaap.com Key Contact: Paul George

Phone: + 44 (0) 845 230 9787 Email: info@ontaap.com

Services provided: Mobile Workforce Software Applications, Windows 8.1 software apps, Secure Web Portals, Job Management Software, Data Capture Software, Mobile Devices – tablets, smartphones, PDAs

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www.fieldservicenews.com

Mobile applications providers

Services provided include: Field Service Software, Mobile Workforce Management, Scheduling Optimisation

Connexion 2: Services include:

Web: www.connexion2.com Lone worker protection

Phone: 0845 856 6606

Crimson Tide: Services include:

Web: www.crimsontide.co.uk Mobile asset tracking

Phone: 01892 542444

CSI Ltd: Services include:

Web: www.csiltd.co.uk Mobile enterprise application platform

Phone: 0113 204 3300

Epix Systems: Services include:

Web: www.epixsystems.co.uk Non working time recording

Field Engineer: Services include:

Web: www.fieldengineer.co.uk PDA compatability

Phone: 0203 141 9882

Go Mobilize: Services include:

Web: www.gomobilize.co.uk Mobile form completion

Phone: 0800 3280501

Phone: 0800 520 0458 Email: sales@geopalsolutions.com

Good Technologies: Services include:

Web: www1.good.com Enterprise mobility management

Phone: 020 7845 5300

Services provided include: SaaS, Scheduling, Workforce Optimisation

High 5 Software: Services include:

Web: www.high5software.com Mobile Field Tech platform

Phone: +1 800 585-1696

Job Logic: Web: www.joblogic.com Services include: Capture expenses, time sheets etc

Phone: 0121 250 1027

Key Computers: Services include:

Phone: 01942 261671

Email: info@astea.com Phone: 01628 915100

info@astea.com Web: www.astea.com

Services provided include: Service Management & Scheduling Software, Mobile Workforce Management Web: www.fsm.comarch.com Key Contact: Szymon Uczciwek

GeoPal

Phone: +48 42 2883089 Email: fsm-enquiries@comarch.com

Services provided include: Customisable Mobile Forms / Mobile Data Capture, Workforce Management, Lone Worker Protection

Web: www.geopalsolutions.com

Email: info@servicemax.com Web: www.servicemax.com Phone: +44 01628 915100 Services provided include: Software as a Service, Device Agnostic, Cloud Based Solution.

Tel: +44 (0)1494 465066 Web: www.tesseract.co.uk

Key Contact: Colin Brown

Email: websales@tesseract.co.uk

Services provided include: Scheduling & Workforce Optimisation, Performance Management Analytics, Driver Safety Key Contact: Paul Waddilove Web: www.trimble.com/fsm

Email: fsm_enquiries@trimble.com Phone: +44 (0)1473 696300 Services provided include: Scheduling Services, Mobile Workforce Management Solutions, Hosted Services Web: www.wheatley-associates.co.uk Tel: +44 (0)1449 781001 Email: sales@wheatley-associates.co.uk

Services provided include: Service Desk Management, Field Service Mobile Applications, Customer & Supplier Web Portals Web: www.zafire.com/smart Phone: 01295 701810 Key contact: Peter Duffield Email: smart@zafire.com

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Web: www.keycomputers.co.uk PDA based CRM

Phone: 0161 477 343

Masternaut: Web: www.masternaut.co.uk Services include: Mobilie workforce solution

Phone: 0844 2731969

Mind Your Service: Services include:

Web: www.mindyourservice.com Mobile invoicing

Phone: 0800 652 2423

My Mobile Workers: Services include:

Web: www.mymobileworkers.com Real time job reporting

Phone: 01942 295 999

Motivity: Services include:

Web: www.motivitymobile.com Remote access solutions

Phone: 0114 243 5544

One Serve: Services include:

Web: www.oneserve.co.uk HTML5 browser-based technology

Phone: 0845 8731853

Protean Software: Services include:

Web: www.proteansoftware.co.uk Allows real time job allocation

Phone: 024 7666 6612

Red Zebra Software: Services include:

Web: www.redzebrasoftware.com Service Contract Management

Phone: 01844 202618

Tracker Network: Services include:

Web: www.tracker.co.uk Fleet telematics software

Phone: 0845 604 6004

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Company Spotlight: Varlink and Janam

www.fieldservicenews.com

Purpose built for maximum performance...

Field Service Hardware

Specialist field service hardware distributor Varlink guide us through the impressive Janam range of rugged handhelds...

Varlink, the specialist distributor of mobile computing and data capture products, supplies Janam Technologies’ enterprise class rugged computing handheld range.

Janam specialises in providing purpose built products suited for mission critical workforce management, healthcare and warehousing solutions, where networking, barcode scanning and real-time data management are key requirements.

Combining deep industry knowledge with advanced technology, Janam delivers products that increase productivity, reduce costs and improve customer satisfaction.

Ranging from batch to WLAN to WWAN, the Janam range at Varlink has something to suit most customer requirements, from their XP PalmOS to the XM, XG and the new XT Series Windows based enterprise class mobile terminals.

Workers out in the field require More about Varlink @ bit.ly/JTks1W p52

a rugged handheld terminal that allows them to capture data in real-time at the point of activity.

The XT85 is Janam’s first SIM enabled device which brings together best-in-class technology with a fully rugged yet compact form factor. Capture, transmit and process data on the move with built in 3G/4G capabilities.

The Windows Mobile, CE or Linux-based XG is a powerful tool that delivers state-of-the-art computing performance in an exceptionally rugged gun-shaped mobile computer.

Janam’s XG Series is designed for scan-intensive, extended shift use in demanding environments, ideal for warehousing and distribution centre applications.

The Series includes the XG100 with Honeywell’s Adaptus® imaging technology and the XG105 with Motorola’s SE965 high-performance laser scan engine.

The XM Series is a range of feature rich handheld terminals that deliver advanced barcode

scanning, robust WLAN communication and long battery life.

They are designed for speeding up response times when accuracy and operational efficiency are vital, such as in healthcare. The devices are sculpted to fit in the hand and are the only products in the category that weigh less than 10 ounces and have a full 3.5” display.

Purpose built for maximum performance, the XP Series is small, lightweight and powerful, designed to support barcode scanning applications and improve productivity. The XP Series is suited to fast paced environments where the user requires a simple and familiar interface, such as front and back of store retail applications.

Section sponsored by:

Case Study: Equipe

www.fieldservicenews.com

Squaring the circle...

make mobile work, where work matters

Why geotechnical specialists Equipe have turned to Motion Computing to provide mobility, performance and ruggedisation when delivering their flagship service to the drilling and construction industries...

Established in 2008, Equipe is a geotechnical and drilling specialist. Based on over thirty years of insight into the geotechnics and drilling industry, Equipe’s flagship product KeyLogbook improves companies on-site efficiency by delivering less time spent writing logs and more time drilling.

Equipe delivers the KeyLogbook solution via tablet PCs at sites throughout the UK. However, the demands of the construction and drilling environments mean that these tablets must be substantially ruggedised in order to handle the levels of dust, moisture and likely knocks they will receive.

This presented Equipe with a series of dilemmas. Firstly, the cost of fully ruggedised tablets led to the KeyLogbook solution becoming prohibitively expensive in the market place.

The low cost alternatives of these tablets typically sacrificed processing power and as a result, performance issues arose in testing. Unable to compromise on either the durability of the more about Motion @ bit.ly/1ausqJ4 p54

hardware, or the performance of the software, Equipe Group chose to deploy the KeyLogbook solution via the Motion Computing CL910 via Motion partner RUGGED MOBILE systems Ltd.

“The speed, hard drive and processing power of the CL910 enabled the software to run as we want it” Keith Spires, operations director, Equipe explains: “The speed, hard drive and processing power of the CL910 enabled the software to run as we want it to and this was a substantial difference from some of the other models we have tested.

In addition, the versatility of the CL910, running other applications, was a big bonus.

Email and access to spread sheets are critical tools on a

modern construction site or drilling rig”.

Spires concludes: “We typically quote that KeyLogbook can deliver an ROI of an hour a day as drillers and engineers save time on write ups and data entry.

That ROI depends on a solid, reliable hardware platform that is easy to use and can handle the construction site environment.

However that hardware must also deliver performance and power as well as ruggedness and reliability - and squaring that circle was essentially our problem.”

“The enhanced CL910 has offered us both at a price point that has enabled us to keep the KeyLogbook competitive within construction. As the industry begins to build on initial signs of recovery, the improved efficiencies that we can offer will deliver competitive edge to many construction, drilling and excavation teams.”

Rugged Mobile Computing Solutions As a global leader of purpose-built, enterprise-ready mobile technology – we’ve made it our business to understand your business. Whether you’re in the office, vehicle or the field – Motion has your back. Our suite of ruggedised tablets, accessories and software improve the productivity of mobile workers and enable real-time decision making at the point-of-service.

Get Serious about Mobile Productivity with Motion www.MotionComputing.co.uk I Sales@MotionComputing.co.uk

www.fieldservicenews.com

Field service hardware providers

As a leading ruggedized computing solution supplier, Getac offers the most extensive rugged computing product lines covering notebook, tablets and handhelds, and the ruggedness level ranges from fully rugged, semi-rugged to business rugged. All products utilize state of the art technologies, and meet with international testing criteria. Getac rugged products are used in a wide range of fields, crossing defense, law enforcement, public safety, utility, field service, oil and gas, telecommunications, transportation, manufacturing and mobile workforce. Getac provides customized service to meet the varying requirements of different vertical markets.

Web: www.getac.com

Phone: +44 (0) 1952 207 221

Products: Semi Rugged, Rugged & Business Rugged: Notebooks, Tablets, Convertable Notebooks, Handheld. Software.

Handheld is a leading supplier of high quality, full-featured rugged mobile computers from PDA’s to Tablets to Notebooks. Our versatile product range ensures the most durable and cost effective solution for practically any mobile computing challenge.

Handheld deliver complete mobility solutions to industries such as logistics, forestry, geodesy, public transport, construction, service and maintenance, military and security.

Building on a foundation of award-winning technical expertise and decades of industry experience, the Motion team makes it their business to understand your business.

Web: www.motioncomputing.co.uk Phone: +44 (0) 1926 356 560 Key Contact: Ian Davies, Country Manager Email: idavies@motioncomputing.com Products: Ruggedised tablet PCs, Dashboard mounts, Charging docks, cases and carry straps, Peripherals for data entry including RFID scanner, magnetic stripe readers and barcode readers, Keyboards, pens and data input devices, Portable wireless Networks, Professional services including installation and management software

The quality, durability and reliability of Panasonic Toughbook® mobile computers translate into significant financial advantages. In situations that would damage conventional computers, rugged Toughbook computers keep performing. As a result, users eliminate costly repairs or replacements, and avoid wasting time to recover lost work. The bottomline results are compelling: lower total cost of ownership (TCO) and greater return on investment (ROI) over the computer’s useful life.

Web: www.handhelduk.com

Phone: +44 (0)1926 333 266 Key contact: Dave Cawsey, Managing Director Email: d.cawsey@handhelduk.com

Web: www.panasonic.com/business/toughbook Phone: 0844 844 3899

Products: Rugged Notebook(Algiz XRW) Rugged Tablet PC (Algiz 7 and Algiz 10X), Rugged PDA (Nautiz X3, Nautiz X5, Nautiz X7) Rugged Smartphone (Nautiz X1) Rugged Imprinter (SP400X)

Products: Rugged Laptops, Convertibles, Tablets & Handhelds

Founded in 1993, Juniper Systems, Inc. is now a worldleader in ultra-rugged handheld computers and intuitive field computing solutions.

At Juniper Systems we design, manufacture and service all of our products at our Logan, Utah location. This centralization of design, production and service allows us to focus on quality, and lends to an excellent record of innovation and customer service.

We work with customers and business partners locally and internationally to create integrated solutions for focused markets.

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Motion Computing empowers businesses worldwide with mobile technology solutions designed to optimise the performance of workers in the field.

A global leader respected for innovation and reliability, Zebra provides enabling technologies that allow customers to take smarter actions.

Zebra’s extensive portfolio of barcode, receipt, kiosk and RFID printers and supplies, as well as real-time location solutions give a digital voice to assets, people and transactions that provides greater visibility into mission-critical information.

Web: www.junipersys.com Phone: 001 435.753.1881 Email: sales@junipersys.com

Web: www.zebra.com

Products: Hanheld computers, rugged handheld computers, rugged notepads, field PCs, field mapping solutions, software, custom products.

Products: Mobile Printers and RFID Printers

Phone: +1 847 634 6700

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www.fieldservicenews.com

Field service hardware providers

Products include: Rugged Tablets, Rugged Handhelds, Mobile PDAs Web: www.casio.co.uk/products/mobile-technology

Tel: 0208 208 7859 Email: BSDSupport@casio.co.uk

Services include: Fully rugged and semi rugged. laptops

Web: www.dell.com

Phone: 0844 338 1021 Products include: Tablets, touchscreens, touch computers Web: www.elotouch.com Tel: 01793 441 407 Products include: Fully rugged notebooks, vehicle rugged notebooks, rugged ultra-mobile computing.

Web: www.gd-itronix.com

Phone: 001 954-846-3400 Products include: Mobile point of sale.

Web: www.handpoint.com

Email: sales@handpoint.com Products include: Handheld computers, rugged notebooks, wearable devices

Web: www.motorolasolutions.com

Web: www.toshiba.com Email: business.sales@toshibadirect.com Products include: Mobile computers, barcode scanners, RFID readers

Phone: +44 7796 984 489

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Web: www.acer.co.uk Rugged Tablets

AML: Web: www.amltd.com Services include: Handheld Computers

Phone: 0870 853 1005 Phone: +18006484452

Arbor: Web: www.arbor.com.tw Services include: Rugged Mobile Computers

Phone: +44 1908 310100

Cognitive TPG: Services include:

Web: www.cognitivetpg.com Barcode Printers

Phone: +1 (800) 732-8950

Data Logic: Services include:

Web: www.adc.datalogic.com Mobile Computers.

Datamax O’neil Services include:

Web: www.datamax-oneil.com Mobile PDAs

Honeywell: Services include:

Web: www.honeywell.com Mobile printers

IEI Mobile: Web: www.ieimobile.com Services include: Industrial PDA

Phone: 01582 791700 Email: +1-800-816-9649 Phone: 001 (480) 353-3020.

Phone: +886-2-8691-6798

Mobilis: Web: www.mobiliscase.com Services include: Rugged Accessories

Phone: 0208 747 8222

Maxatec: Services include:

Web: www.maxatec-europe.com Handheld Computers

Phone: 0161 942 7850

Opticon: Services include:

Web: www.opticon.co.uk Windows Mobile PDA

Phone: 01582-635100

Micronet Web: www.micronet-europe.com Services include: Data capture

Phone: 0113 384 5800

Pdion: Web: www.mypidion.com Services include:

Handheld Computers

Phone: +82-70-7730-8071

Phone: 0800 328 2424 Products include: Laptops, tablets, BYOD Solutions

Acer:

Services include:

Web: eu.ute.com Email: info@eu.ute.com

Skeye: Services include:

Web: www.hoeft-wessel.com Handheld Computers

Rugged Book: Services include:

Web: www.ruggedbook.com.tw Rugged Laptops

TSC: Services include:

Web: www.tscprinters.com Mobile Printers

Unitech: Web: us.ute.com Services include: Industrial PDA X2 Computing: Services include:

Web: www.x2computing.com Handheld Computers

Phone: 01793 647-800 Phone:+886 2 2214 1133 Phone: +49 (0) 8106 37979 00 Phone: +44-7917795553 Phone: 01386 830082

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Fleet

Technology at Work® Workers out in the field require a rugged handheld terminal that allows them to capture data in real-time at the point of activity. Janam’s range of handheld mobile computers do just this and are available at Varlink.

Technology

XT85: Ideal for field based applications

• Microsoft Windows Embedded Handheld 6.5 • SIM enabled 3G/4G WWAN technology • WiFi 802.11a/b/g/n + Bluetooth v2.1+EDR • Honeywell 2D Imager or Motorola 965HP laser scanner • High-sensitivity GPS • Motion sensing accelerometer • 2.5mm headset jack with Secure Lock • 5.0 megapixel camera • Fully transmissive brilliant color display • QWERTY or Numeric keypad • Certified for use in hazardous locations • Withstands multiple 1.5m drops to concrete • IP65 Sealed for Water & Dust Other Janam products also available from Varlink

XM series

XG series

01904 717 180 varlinksales@varlink.co.uk

XP series

For more information about the Janam range visit www.varlink.co.uk or call 01904 717 180

Section sponsored by:

Company Spotlight: Telogis

www.fieldservicenews.com

The platform approach...

Having launched at the turn of the new millenium Telogis have been named in the Deloitte Fast Track 500 for last six consecutive years. What is the key to their succcess?

T

elogis provides a cloudbased location intelligence software platform that has a transformative effect on the way businesses optimise their mobile assets and critical data.

The Telogis platform is about delivering mission-critical, actionable information for companies with mobile workforces and continues to set the standard for global location intelligence. Telogis has a consistent track record of global growth and innovation, and we continue to build a world-class list of enterprise customers by providing exceptional products and service. Telogis provides mobile enterprises with one comprehensive SaaS-based platform for location intelligence that includes: •

Telematics (Telogis Fleet)

•

Mobility (Telogis Navigation, Telogis mobile applications)

•

Planning (Telogis Route)

•

Work order management (Telogis Progression)

more about Telogis @ bit.ly/1buUkF6 p62

•

Developer tools (Telogis Platform Tools)

Driving is one of the most highrisk activities for employees, and any organisation that has vehicles within its business, whether they are delivery trucks or staff cars, face significant costs for insurance and compensation claims, and maintenance.

“By installing a telematics solution, the company can analyse when and where its vehicles are used, and how they are being driven.”

By installing a telematics solution, the company can analyse when and where its vehicles are used, and how they are being driven. The organisation can look at ways

Remember when paper maps met GPS?

to improve asset utilisation, fuel consumption and delivery schedules.

Organic Growth Since 2001 when the company was founded, Telogis has grown organically through a direct sales model focused on the enterprise and strategic partnerships Telogis’ strong organic growth has been driven by its open platform that can scale easily for larger enterprises and support seamless integration with complex IT infrastructure that is often required when working with large numbers of mobile workers and assets.

In October, 2013 Telogis secured $93 million in institutional capital financing led by Kleiner Perkins Caufield & Byers (KPCB) to further capitalise on the large and rapidly growing multi-billion dollar market for location-based products and services designed specifically for enterprises and organisations with substantial numbers of mobile workers and vehicles.

Job management, meet Telogis Progression.

Add the missing link to your fleet management software and bring your work order systems out of the Stone Age. Telogis Progression enables you to see, automate and optimise hundreds, or thousands, of jobs – including those inevitable surprises – and watch them updated, confirmed and reported in real time.

More visibility. More intelligence. More return.

Next Generation Job Management To see it in action, visit Telogis.co.uk or call +44 (0) 203 005 8805

© 2013 Telogis. All rights reserved.

Fleet technology providers

www.fieldservicenews.com

Founded in 1999 by Managing Director David Upton, DA Systems has a client base that numbers over 60. We have extensive industry experience in the provision of high end, high availability solutions and a reputation for developing robust software that performs to our clients’ expectations.We are a supplier with a clear future. With the calibre of our clients, expertise of our staff and our business model, our clients are reassured that they are in good company. All our solutions are developed in-house, which not only means that we deliver fast response times to client requirements, but also that our levels of support and customer service are unrivalled.

Web: www.da-systems.co.uk Key Contact: Ms. Tanya Brion

Phone: +44 (0)1628 850850 Email: besocial@da-systems.co.uk

Services provided: Software as a Service, Scheduling software, Workforce optimization, Facilities and Asset Management, IT Services and Support, , Enterprise resource planning, Cloud based solutions

Fleetmatics is a leading global provider of fleet management solutions for small and medium-sized businesses delivered as software-as-a-service (SaaS).

Phone: 0808 163 9331 Email: infoUK@fleetmatics.com

Services include: GPS Tracking Dashboard, Route Replay, Performance Reports, Fleet Tracking Alerts, GeoFencing and landmarks, Fuel Card Integration, Garmin Integration for Dispatch, Fleet Maintenance Reports, Fleetmatics Mobile App, Driver ID

Mobile Resource Management at its best..

Masternaut is Europe’s leading mobile resource management provider specialising in Vehicle & Asset Tracking, Mobile Workforce Applications and Microsoft Dynamics CRM and ERP software.

The company serves thousands of businesses across Europe who trust Masternaut to deliver solutions that deliver tangible business benefits and return on investment.

Web: www.masternaut.co.uk

Email: uk-info@masternaut.com Phone: +44 (0) 844 774 4486

Products: Vehicle tracking, tracking apps, communication centre, asset tracking, trailer tracking, temperature tracking, lone worker, RFID tracking, route optimiser, mobile workflow applications, CRM and accounting, Business intelligence, green solutions.

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Web: www.navmanwireless.co.uk Phone: +44 (0) 845 521 1133 Key contact: Ben Williams Email: info@navmanwireless.co.uk Services Provided: Vehicle Tracking, Messaging Systems, Integrated Sattelite Navigation, Temperature Monitoring, Driver Behaviour, Online AVL Technology,

Paragon delivers software solutions that cut transport costs, improve efficiency and raise customer service level.

The company’s solutions offer real-time insight into vehicle activity that reduces operational costs and improves customer service. Fleetmatics serves more than 20,000 customers, with over 417,000 actively subscribed vehicles worldwide. Its SaaS and mobile application gives businesses anytime access to real-time data about their company.

Web: www.fleetmatics.co.uk

Navman Wireless is a world leader in the provision of vehicle tracking via GPS satellite technology and is trusted by more than 13,000 businesses across the globe. OnlineAVL Technology is at the heart of all the services we provide, which include vehicle tracking, two way messaging, integrated navigation and CANbus engine management technology. Continual multimillion pound investment in our core is what gives Navman Wireless the edge over its competition across the globe.

With over 2,300 systems installed at 750 customer sites, ourt software is used for daily route scheduling and optimisation, strategic transport planning, and real ktime fleet management.

Web: www.paragonrouting.com/uk Phone: 01306 732 600 Email: info@paragonrouting.com Services provided: Routing and scheduling optimisers, single depot, multi depot, integrated fleets, fleet controller, resource manager, route management system, total transport system, home delivery system, period planner, territory optimiser, logistics modelling.

Telogis is the premium provider of LocationBased-Services to enterprises across the globe.

Telogis’ scalable, Software as a Service (“SaaS”) platform helps companies optimise business operations and manage their global workforce effectively through GPS location technology.

Telogis solutions maximise the efficiency of their mobile assets through industry-leading tracking and scheduling applications.

Web: www.telogis.co.uk Phone: +44 (0) 771 806 3512 Key Contact: Anthony O’Halloran Email: Anthony.ohalloran@telogis.com Services include: Fast & Powerful Mapping, Enterprise Dashboard, API Integration, Find closest capable driver, GIS Overlays, Advanced large fleet reporting, 2 way messaging

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www.fieldservicenews.com

Fleet technology providers

Service include: Vehicle tracking, Scheduling, Fleet Management Web: www.aeromark.co.uk Phone: +44 (0) 845 330 5757 Services Include:Mapping software, mileage software, trucking and logistics solutions

Phone: 0800 39 37 36

Fleet Risk Control: Services include:

Web: www.fleetriskcontrol.co.uk Fleet Risk Management

Phone: 0193 486 1250

Phone: 01721 724 881

Inrix: Services include:

Web: www.inrix.com Traffic Information

Phone: 0161 927 3600

Isotrak: Services include:

Web: www.isotrak.uk.com Vehicle Tracking

Phone: 01908 540700

Services include: Fleet management fleet compliance, Mobile Workforce Solutions

Mix Telematics: Services include:

Web: www.mixtelematics.co.uk Vehicle Tracking

Phone: 0121 717 5385

Web:www.civica.co.uk Phone: 01454 874 002

Optrak: Services include:

Web: optrak.com Vehicle Routing Software

Phone: 01992 517 100

Road Angel Fleet: Services include:

Web: www.roadangelfleet.com Vehicle Tracking

Phone: 01327 855 586

Email: sales@chevinfleet.co.uk

Email: tranman@civica.co.uk

Web: www.chevinfleet.com Tel: 01773 821 992

Services include: Schedule Optimisation, Real time dispatch, field service integration

QBE: Web: www.qbeeurope.com Services include:

Fleet Risk Management

Phone: 020 7105 4000

Route Monkey: Services include:

Web: www.routemonkey.com GPS Tracking

Phone: 0845 643 5731

Sygic: Services include:

Web: www.sygic.com Smart phone GPS apps

Tel: +44 (0) 870 013 6663

Synchroteam: Services include:

Web: www.synchroteam.com Mapping

Services include: Fleet management, GPS tracking, business intelligence

Tracker: Services include:

Web: www.tracker.co.uk Vehicle tracking

Web: www.fieldpower.com Key Contact: Amitava Paul

Phone: +44 (足 0)足207足954足4250 Email: saleseurope@zsl.com Services include: Real time tracking, products & reports, customisation

Web: www.teletrac.com Phone: 0870 460 5693 Services provided include: Fleet Management, vehicle diagnostics, driver safety

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Web: www.fleetcor.com Fuel Cards

Inforgen: Web: www.inforgen.com Services include: Fleet Management Software

Services include: Web based fleet management, windows based fleet management, installation management

Key Contact: Paul Waddilove Web: www.trimble.com/fsm

FleetCor: Services include:

Phone: 023 8052 4000

Web: www.alk.com Phone: +44 (0) 20 7404 4260

Email: info@teletrac.com

Phone: 0500 55 99 77

Garmin: Web: www8.garmin.com Services include: Fleet Management

Web: www.quartix.net

Aviva: Web: www.aviva.co.uk Services include: Fleet risk management

Email: fsm_enquiries@trimble.com Phone: +44 (0)1473 696300

Viamente: Web: www.viamente.com Services include:

Routing Software Vine Telematics: Services include:

Web: www.vinetelematics.com Telematic Solutions

Zurich Fleet Intelligence: Services include:

Web: www.zurichfleetintelligence.com Fleet Risk Management

Phone: +33 1 80 88 50 18 Phone: 0845 604 6004 Phone: +1-855-755-4499 Phone: 01708 681180 Phone: +44 (0)7801 135951

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Advantages of using Comarch Field Service Management:

Service Logistics

OPTIMIZING WORKFORCE COSTS FULL MOBILE ACCESS MAXIMIZING FIELD STAFF PRODUCTIVITY BOOST IN SALES IMPROVED CUSTOMER SATISFACTION

Need more reasons?

Visit fsm.comarch.com and use our online calculator to learn how much you can save with Comarch Field Service Management.

fsm.comarch.com

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Company Spotlight: Parcel Holders

www.fieldservicenews.com

Packaging up a more sensible

Our network of shops provide optimal PickUp DropOff points for your FSE's

field service solution..

Building on the success of sister company Parcel PickUp, Parcel Holders offers field service companies a simple way to reduce wasted hours travelling to and from the depot...

Our proven track record with sister company Parcel PickUp means that missed deliveries are a thing of the past.

We are now dedicated to providing the same level of service and expertise to professional field service engineers, ensuring you have the parts you need delivered to where you need them.

We eliminate the need for your engineers to wait in for deliveries or travel to a depot to collect parts. Our aim is to maximise the time they have available to do what they do best.

Utilising a nationwide network of PickUp DropOff (PUDO) points from our sister company Parcel PickUp enables you to specify where you need your parts to be and makes them easily accessible to your engineers.

These PUDO points allow businesses to get parts out to, and receive parts back from, field personnel. This saves your

business lost man hours, fuel and time as it means your field personnel spend much less time on the road - less travelling back to base or to distant delivery company depots to get parts and the maximum time possible at your customer sites doing their job and earning your business money.

Our PUDO network is made up of independent newsagents and convenience stores that are generally open from 6am till late in the evening.

We have 140 PUDO’s in our network, but if we don’t already have one where you need it, then we invite you to Challenge Monika to get you one within a week.

You don’t need any barcodes or specialist equipment to use our service, so you can start using Parcel Holders as soon as you have signed up.

Our process relies on a simple alphanumeric code that changes

more about Parcel Holders @ bit.ly/19GbFMs p70

with each consignment of parts you send. That way each delivery can be tracked. We call this code the ‘Label Code’, and you add it to the address of each consignment of parts to be picked up or dropped off, to or from our PUDO’s.

The address and ‘Label Code’ can be written on your consignment with a pen if you wish - perfect for engineers out in the field.

When you add field engineers to our system we text and/or email them to let them know how the system works and what to expect.

You can send your consignment of parts to our PUDO using any delivery company you wish.

Alternatively, you can save further time and delivery costs by having your suppliers use this addressing information to deliver to our PUDO direct!

We can calculate your savings in time, man hours and fuel

Saving business time, man hours and fuel Designed for any size business

Bespoke PickUp DropOff recruitment

Ship direct to our PickUp DropOff points

Use our website or connect to our API

You can subscribe to our service and benefit from volume discounts or choose 'pay as you go'

If you subscribe and we don't have a PickUp DropOff point near one of your engineers, we'll get one!

Using our straightforward addressing system, your suppliers can ship direct to our PickUp DropOff points

Manage your parts deliveries through our website or link your SM solution to our API

Register now for a 14 day trial We give you a free trial for every Field Service Engineer you register with us

www.parcelholders.co.uk

www.fieldservicenews.com

Service logistics providers

Service Parts & Logistics applies best practices to ensure stock levels and movement of inventory keeps pace with service and service-related sales activities. Customer satisfaction and staff productivity improve through a higher percentage of first-time fixes and faster fulfillment of add-on sales.

Astea’s Service Parts & Logistics solution is divided into three functional portals. These are Supply Chain, Inventory Management and Reverse Supply Chain, reflecting the diversity of needs in this area.

The solution supports all warehousing strategies; centralized, regional, repair depot stock, customersite inventories, and field technicians’ personal and mobile inventories.

Local letterbox brings a sole purpose delivery solution, with clear benefits to carriers, consumers and retailers alike, capable of exceeding all stake holders’ expectations, whilst remaining ever mindful of retailers’ brand protection and providing a complete end-to-end retail experience.

Web: www.astea.com

Phone: 0800 56 77 888

Phone: +44 (0) 1628 915100

Services provided: logistics management, customer self service, depot repair, scheduling optimisation, business intelligence, knowledge management, supply inventory, inventory management, reverse supply chain.

BDA is the specialist Air and Road In-night provider from mainland Europe into the UK and Ireland.

Connecting each evening from Germany, the Benelux and France, with its own freight only aircraft and daily road line-hauls. Perfectly complementing, a full range of urgent, time critical and day definite delivery solutions.

BDA is the specialist Air and Road In-night

Web: www.localletterbox.co.uk Email: enquiries@localletterbox.co.uk

Services provided: Software as a Service, Scheduling software, Workforce optimization, Facilities and Asset Management, IT Services and Support, , Enterprise resource planning, Cloud based solutions

Our UK network of independent shops provide optimal PickUp DropOff (PUDO)points for your Field Service Engineers. If we don’t have a location near one of your FSE’s, we’ll recruit the closest independent shop we can! We eliminate the need for your engineers to wait in for deliveries or travel to a depot to collect parts. Our aim is to maximise the time they have available to do what they do best. Utilising the nationwide network of collection points from our sister company Parcel PickUp enables you to specify where you need your parts to be Contact: Court to your engineers. and makes themSteve easily accessible

provider mainland Europe into the Web: www.bdaviation.com Phone:from +44 (0) 2476 30 30 10 Key contact: Steve Court Email: steve.court@bdaviation.com UK and Ireland. Connecting each evening

Web: www.parcelholders.co.uk Phone: +44 (0) 7708 193597 Phone: +44 (0) 2476 30 30 10 Key Contact: Monika Douglas Email: monika.douglas@parcelholders.co.uk

from Germany, the Benelux and France, Services provided: Dedicated Air and Road express routes. Netherlands, with Germany, its own Coventry, freight Ireland only aircraft and daily including ROI. In-night, Pre7, Pre8, Pre9, Noon and Next Day, final mile delivery solutions. Warranty road line-hauls.

Perfectly complementing, and spare part returns. B2B and B2C supply chain solutions. a full range of urgent, time critical and day definite delivery solutions.

Services Subscription and pay as you go options available; Bespoke PickUp, DropOff point Web:include: www.bdaviation.com recruitment; Suppliers can ship direct to our PickUp DropOff points; Use our website or connect to our SERVICES: Dedicated Air and Road express routes.

API; Register now for your 14-day trial Netherlands, Germany, Coventry, Ireland including

We deliver… products and parts direct to your engineers, wherever they are.

We are specialists in flexible express and same day delivery solutions, and can save you money and time with our ‘in-night’ and ‘in-boot’ courier services, with deliveries being made securely and efficiently before the working day even begins.

You can download our FREE app, MyCourier, to book and track your deliveries on the go. Available on Apple, Android and Blackberry, giving you a quick, easy to use, trackable solution for your logistics needs.

Web: www.citysprint.co.uk Phone: 020 7880 1412 Email: in-night@citysprint.co.uk Services Provided: SameDay Courier, UK and International logistics, technical courier, logistics solution design, multi-drop courier, parts distribution.

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Local letterbox is an exciting new concept. It is the only national network of dedicated parcel shops, offering a real solution to the frustration faced by every online shopper - the ‘sorry you were out’ card.

Email: steve.court@bdaviation.com

ROI. In-night, Pre7, Pre8, Pre9, Noon and Next Day, final mile delivery solutions. Warranty and spare part returns. B2B and B2C supply chain solutions.

Field Service Express: When you need backup out in the field, you want a service you can rely on. Field Service Express gives you just that. Going the extra mile to ensure you get exactly what you need, exactly when and where you need it.

Combining the two services of Storapart and Delivery Plus, Field Service Express offers a range of expert solutions to save you both time and expense. Need nationwide warehousing with 24-hour call off of your parts? No problem. Want equipment expertly delivered and installed? Just ask. After a service that will drop off and pick up parts directly to your engineers in the field? We’re here to help.

Web: www.tnt.com Phone: +44 (0) 800 100 600 Key Contact: Lee Lakin Email: Lee.lakin@tnt.com Products: Nationwide parts warehousing, forward stock locations, online inventory management, installation trained couriers, intelligent swap, on location serial verification, flexible appointment schedules.

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www.fieldservicenews.com

Service logistics providers

Service include: Wireless handheld devices, rugged tablet computers, depot solutions Web: www.boxtechnologies.com Phone: +44 (0) 1844 264000 Services Include: Distribution services, drop box delivery, European coverage, Web: www.bybox.com

Phone: 0844 800 5219

Consultants & Resellers

Services include: Freight transportation, warehousing and distribution, supply chain solutions Web: www.dhl.co.uk Phone: +44 (0) 844 248 0844 Services include: Warehousing & Distribution, One hour delivery slots, On site old for new swap.

Web: www.dpd.co.uk Phone: +44 (0) 845 9 505 505

Services include: Warehouse Services, Spares, parts and asset management, forward and reverse logistics.

Web: www.jmbrook.co.uk Phone: +44 (0) 1924 239 994 Services include: Local, national and international logistics, technical exchanges, white label logistics.

Web: www.ricosameday.co.uk Tel: +44 (0) 844 472 1504

Services include: Relay logistics, warehousing and distribution services, Online despatch manager.

Web: www.royalmail.com/logistics-services Tel: +44 (0) 8457 950 950

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Services include: Distribution, Parts service, Supplier management

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Web: www.ups.com Phone: +44 (0) 8457 877 877

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Company Spotlight: SGSA

www.fieldservicenews.com

A transatlantic combination...

With the Industry’s Leading Courses for Field Service Professionals

Two of the industries leading field service training organisations, SGSA and Service Strategies, join forces in a mission to improve service standards across the globe...

SGSA provides specialised career training and development for the field service and technical support industries. These competency-based, highly interactive courses provide service employees with the specific knowledge and skills your organisation needs to gain and maintain a competitive edge in today’s market.

SGSA Limited: SGSA supports the service industry by providing career development for support and service employees and facilitating the creation and sharing of best practices for the industry.

The company hosts over twenty public training classes per annum and additional bespoke classes on clients’ premises.

Our consultants are experienced in preparing companies for SCP Standards certification and assisting with strategic planning, operations analysis, benchmarking and service process re-engineering.

SGSA is led by Steve Brand, an industry practitioner with over twenty-five years’ technical support and field service experience in the aerospace, electronics and software industries.

He has worked as the European director for Fortune 100 software vendors managing large international service more about SGSA @ bit.ly/1e54UQh p76

CLIMB THE CAREER LADDER

operations. Steve has successfully reengineered a number of organisations, introduced real-time support models, implemented knowledge management processes, driven projects to centralise and decentralise service operations, developed customer feedback programs and rolled out TQM systems.

“Our consultants are experienced in preparing companies for SCP Standards certification” The company has worked closely with Services Strategies Corporation, San Diego, since 2001 and is the preferred partner for this region.

For more information on SGSA, please visit our web site at www. sgsa.com or contact us on 0845 330 6457.

Service Strategies Corporation: San Diego, CA based Service Strategies advances service excellence by providing training, consulting, certification and industry standards programs that ensure delivery of world-class customer service and support.

Thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses.

In addition, the world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success.

For more information, visit www.servicestrategies.com.

Courses are available in our classrooms or onsite.

For private classes, we involve your organisation in preparing for the training and in measuring post-class improvements to ensure long-term, positive results.

Field Service Manager This five-day course teaches the field service manager how to run a field service operation as a business.

The class focuses on improving the productivity of field service engineers and developing customer loyalty in addition to teaching skills in performance management, operations management, strategic planning, decision making, financial managment, leadership of remote, customer-facing staff and much more. The course prepares students for the Service Strategies CFSM exam and accreditation.

More Info For a detailed course outline, registration details, or public class dates, please contact a SGSA expert by phone at 0845 330 6457, email enquiries@sgsa.com, or visit www.sgsa.com.

Field service consultants

www.fieldservicenews.com

Strategies For GrowthSM (SFGSM) is an independent research analyst and consulting firm that supports service organisations with strategic, marketing and services planning; customer, market and supply chain surveys; satisfaction measurement & tracking programs; services marketing & promotional support; research-based Webinars, white papers, publications and case studies; and general services consulting.

You want your workforce to be even more productive, efficient and competitive.

We’re here to help you implement leading technology solutions and make sure your business is ready for change.

Web: www.leadentsolutions.com Key Contact: Mr. Stephen Hooper

Phone: +44 (0)844 414 5707 Email: enquiries@leadentsolutions.com

Services provided: Mobile Workforce Technology Consultants, Strategy & Design, Build & Integrate, Transform & Implement.

Phone: +1 (610) 399-9717 Email: wkp@s4growth.com

Services provided: Custom market research and analysis, consulting advisory support, customer/ market surveys, content development (e.g., white papers, case studies, publications, Webcasts, blogs, collateral) and services improvement strategies.

MFSM is an independent consultancy offering impartial advice, expertise and programme delivery capability for organisations seeking to transform or enhance the field service aspects of their business. MFSM can help develop mobile strategies and roadmaps, articulate requirements, build realistic and achievable business cases, and deliver the subsequent service improvement programmes. We can provide the ‘glue’ to new or faltering improvement and transformation programmes in the mobile service arena.

SGSA provides training courses for the services industry. Classes are available for every role from contact centre staff through field engineers to the management team. Our senior consultants are available to help you implement and manage changes that will help you develop a highly productive support operation achieving superior levels of customer satisfaction and loyalty. The result is an improvement in the levels of service delivered to your customers that establishes a benchmark for your competitors to meet.

Web: www.mobilefieldservicemanagement.com Email: enquiries@mobilefieldservicemanagement.com

Web: www.sgsa.com Email: enquiries@sgsa.com

Key Contact: Mr. Derek Smallwood Phone: +44 (0) 7730-897235

Services provided: mobile strategy and roadmap definition, requirements gathering and business case development, supplier selection management, design and delivery of improvement programmes, project/ programme triage and recovery

Noventum assists companies to achieve profitable and sustainable growth through services. We provide best practices and service industry standards, benchmarking services, service business strategy consulting, service transformation, and people development services. Since 2001, over 200 successful projects were completed with Fortune 500 clients in three continents. So far hundreds of managers have attended our service management training courses. Noventum has what it takes to galvanise your Service Business!

Web: www.noventum.eu Key Contact: Mr. Nick Frank

Phone: +44 (0) 203 355 6667 Email: info@noventum.eu

Services provided: Best Practices, Benchmarking, Service Business Strategy, Service Transformation, People Development, Research

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Web: www.PollockOnService.com, www.s4growth.com Key Contact: Bill Pollock

Phone: +44 (0) 845 330 6457

Services provided: Health Checks, Re-Engineering, Strategic Planning, Service Marketing Programs, Call Centre and Help Desk Consolidation, International Support, Requests for Proposals (RFPs), Assistance in Selecting.

Varlink, the specialist distributor of mobile computing and data capture products, supplies Janam Technologies’ enterprise class rugged computing handheld range.

Janam Technologies specialises in providing purpose built products suited for mission critical workforce management, healthcare and warehousing solutions, where wireless networking, barcode scanning & real-time data management are key requirements.

Web: www.varlink.co.uk Phone: 01904 717180

Email: varlinksales@varlink.co.uk Products provided: Rugged Mobile Computers, PDAS, Smartphones, Tablet and Vehicle Mounted Computers, Barcode Label Printers, Mobile Printers and Plastic Card Printers, Label Design Software, Printer Supplies, Application Development Software, Barcode and RFID readers.

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Field service consultants

www.fieldservicenews.com

Services provided include: Asset Tracking, Mobile Device Management, Mobile Workforce Management Web: www.tbwsolutions.com Phone: +44 (0)844 567 7670

Products include: Mobile printers, rugged tablets, PDA devices

Email: info@maxatec-europe.com Web: www.maxatec-europe.com Phone: 0161 942 7850 Services provided include: Recruitment, Sales & Marketing, Interim Management Email: info@mg-solutions.biz Key Contact: Phil Goldstone

Web: www.mg-solutions.biz Phone: +44 (0) 844 815 5504 Products distributed: Mobile computing, barcoding, mobile printing Web: www.onlyrugged.com Phone: 01924 600 480

Services provided include: Sales, Rental and Repair of mobile computing and automated data capture solutions.

Web: www.renovotec.com Phone: +44 (0) 845 293 0450

Services provided include: Specialist resellers for Trimble, Psion, Pdion and more Web: www.rm-systems.co.uk Key Contact: Ges Jones

Phone: +44 (0)845 652 0816 Email: sales@rm-systems.co.uk Services provided include: Specialist Distributors of Mobile Computers, Mobile Printers, Software and More

Tel: +44 (0)800 915 5550 Email: sales.europe@scansource.eu

Products distributed: Rugged tablets, rugged laptops, vehicle mount computers Web: www.rugged-systems.co.uk Phone: 01527 512400

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A to Z Directory

A to Z company listings

www.fieldservicenews.com

Services provided include: Job Scheduling, Planned preventative maitenance, Self Service.

Web: www.theaccessgroup.com Phone: +44 (0) 845 345 3300

Email: tellmemore@theaccessgroup.com Acer:

Services include:

Web: www.acer.co.uk Rugged Tablets

Phone: 0870 853 1005 Service include: Vehicle tracking, Scheduling, Fleet Management Web: www.aeromark.co.uk Phone: +44 (0) 845 330 5757

Services Include:Mapping software, mileage software, trucking and logistics solutions

Web: www.astea.com

AML: Web: www.amltd.com Services include: Handheld Computers Arbor: Web: www.arbor.com.tw Services include: Rugged Mobile Computers Aviva: Web: www.aviva.co.uk Services include: Fleet risk management Web: www.b2m-solutions.com Strategic mobility intelligence.

Phone: +18006484452 Phone: +44 1908 310100 Phone: 0500 55 99 77 Phone: 01235 32750

Services provided include: Asset Tracking, Mobile Device Management, Mobile Workforce Management Web: www.tbwsolutions.com Phone: +44 (0)844 567 7670

BDA is the specialist Air and Road In

provider mainland Europe into Web: www.bdaviation.com Phone:from +44 (0) 2476 30 30 10 Key contact: Steve Court Email: steve.court@bdaviation.com UK and Ireland. Connecting each ev

from Germany, the Benelux and Fra

Services provided: Dedicated Air and Road express routes. Netherlands, with Germany, its own Coventry, freight Ireland only aircraft and including ROI. In-night, Pre7, Pre8, Pre9, Noon and Next Day, final mile delivery solutions. Warranty road line-hauls.

Perfectly compleme and spare part returns. B2B and B2C supply chain solutions.

a full range of urgent, time critical a day definite delivery solutions.

Service include: Wireless handheld devices, rugged tablet computers, depot solutions

Web: www.boxtechnologies.com Phone: +44 (0) 1844 264000 Services Include: Distribution services, drop box delivery, European coverage, Web: www.bybox.com

Phone: 0844 800 5219 Products include: Rugged Tablets, Rugged Handhelds, Mobile PDAs

Phone: +44 (0) 1628 915100

Services provided: Field service, mobile workforce management, logistics management, customer self service, depot repair, scheduling optimisation, business intelligence, knowledge management.

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Connecting each evening from Germany, the Benelux and France, with its own freight only aircraft and daily road line-hauls. Perfectly complementing, a full range of urgent, time critical and day definite delivery solutions.

Web: www.alk.com Phone: +44 (0) 20 7404 4260

Service Parts & Logistics applies best practices to ensure stock levels and movement of inventory keeps pace with service and service-related sales activities. Customer satisfaction and staff productivity improve through a higher percentage of first-time fixes and faster fulfillment of add-on sales. Astea’s Service Parts & Logistics solution is divided into three functional portals. These are Supply Chain, Inventory Management and Reverse Supply Chain, reflecting the diversity of needs in this area. The solution supports all warehousing strategies; centralized, regional, repair depot stock, customer-site inventories, and field technicians’ personal and mobile inventories.

B2M Solutions: Services include:

BDA is the specialist Air and Road In-night provider from mainland Europe into the UK and Ireland.

Web: www.casio.co.uk/products/mobile-technology

Tel: 0208 208 7859 Email: BSDSupport@casio.co.uk

We deliver… products and parts direct to your engineers, wherever they are.

We are specialists in flexible express and same day delivery solutions, and can save you money and time with our ‘in-night’ and ‘in-boot’ courier services, with deliveries being made securely and efficiently before the working day even begins.

You can download our FREE app, MyCourier, to book and track your deliveries on the go. Available on Apple, Android and Blackberry, giving you a quick, easy to use, trackable solution for your logistics needs.

Web: www.citysprint.co.uk Phone: 020 7880 1412 Email: in-night@citysprint.co.uk Services Provided: SameDay Courier, UK and International logistics, technical courier, logistics solution design, multi-drop courier, parts distribution.

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A to Z company listings

www.fieldservicenews.com

Services include: Web based fleet management, windows based fleet management, installation management Web: www.chevinfleet.com Tel: 01773 821 992

Email: sales@chevinfleet.co.uk

Services include: Fleet management fleet compliance, Mobile Workforce Solutions Web:www.civica.co.uk Phone: 01454 874 002

Email: tranman@civica.co.uk

ClickSoftware is the leading provider of mobile workforce management and service optimisation solutions. Available in the cloud, our solutions create business value by increasing productivity, customer satisfaction and operational efficiency. Customers include: Portugal Telecom, National Grid, Anglian Water, Xerox and Bosch.

ClickSoftware’s solutions include demand forecasting, rostering, scheduling and mobility.

Founded in 1999 by Managing Director David Upton, DA Systems has a client base that numbers over 60. Collectively we have over 100 years’ industry experience in the provision of high end, high availability solutions and a reputation for developing robust software that performs to our clients’ expectations.We are a supplier with a clear future. With the calibre of our clients, expertise of our staff and our business model, our clients are reassured that they are in good company. All our solutions are developed in-house, which not only means that we deliver fast response times to client requirements, but also that our levels of support and customer service are unrivalled.

Web: www.da-systems.co.uk Key Contact: Ms. Tanya Brion

Services provided: Software as a Service, Scheduling software, Workforce optimization, Facilities and Asset Management, IT Services and Support, , Enterprise resource planning, Cloud based solutions Data Logic: Services include: Datamax O’neil Services include:

Web: www.dell.com

Phone: +48 42 2883089 Email: fsm-enquiries@comarch.com

Cognitive TPG: Services include:

Web: www.cognitivetpg.com Barcode Printers

Phone: +1 (800) 732-8950

Connect2field: Services include:

Web: www.connect2field.com Job management software

Connexion 2: Services include:

Web: www.connexion2.com Lone worker protection

Crimson Tide: Services include:

Web: www.crimsontide.co.uk Mobile asset tracking

Phone: 01892 542444

CSI Ltd: Services include:

Web: www.csiltd.co.uk Mobile enterprise application platform

Phone: 0113 204 3300

Phone: 0203 299 562 Phone: 0845 856 6606

Services include: Freight transportation, warehousing and distribution, supply chain solutions Web: www.dhl.co.uk Phone: +44 (0) 844 248 0844

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Phone: 01582 791700 Email: +1-800-816-9649

Phone: 0844 338 1021 Services include: Warehousing & Distribution, One hour delivery slots, On site old for new swap.

Services provided include: Service Management & Scheduling Software, Mobile Workforce Management Web: www.fsm.comarch.com Key Contact: Szymon Uczciwek

Web: www.adc.datalogic.com Mobile Computers.

Web: www.datamax-oneil.com Mobile PDAs

Services include: Fully rugged and semi rugged. laptops

Web: www.clicksoftware.com Phone: +44 (0) 1628 607 000 Key Contact: Ms. Anna Lawler , Director of Marketing, EMEA Email: info@clicksoftware.com Services provided: Mobile Workforce Management, Enterprise Mobility, Optimised Scheduling, Shift Planning, Demand Forecasting, Capacity Planning, Enterprise App Store, Cloud offerings, SMB packaged solution

Phone: +44 (0)1628 850850 Email: sales@da-systems.co.uk

Web: www.dpd.co.uk Phone: +44 (0) 845 9 505 505 Epix Systems: Services include:

Web: www.epixsystems.co.uk Non working time recording

Phone: 0161 477 343

Exel Computer Systems plc. a UK software author, has been developing, implementing and supporting business software solutions since 1985.

With hundreds of successful implementations and thousands of users around the world, Exel has a proven track record of working with some of the world’s most well-known organisations.

Web: www.eaglefieldservice.com Phone: +44 (0)115 9460 101 Key Contact: Mr. Carl Cridland Email: enquiries@eaglefieldservice.com Services provided: Fully Integrated Field Service Management including: Assisted Scheduling, Workforce Optimisation, Route Optimisation, Audit Trail, Business Intelligence, Reporting Tools, Workflow, Document Management, Customisation Toolsets, Outlook Integration and more.

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www.fieldservicenews.com

A to Z company listings Products include: Fully rugged notebooks, vehicle rugged notebooks, rugged ultra-mobile computing.

Products include: Tablets, touchscreens, touch computers Web: www.elotouch.com Tel: 01793 441 407 Field Engineer: Services include: FleetCor: Services include:

Web: www.fieldengineer.co.uk PDA compatability Web: www.fleetcor.com Fuel Cards

Phone: 0203 141 9882 Phone: 0800 39 37 36

Services include: Schedule Optimisation, Real time dispatch, field service integration Web: www.fieldpower.com Key Contact: Amitava Paul

Phone: +44 (­ 0)­207­954­4250 Email: saleseurope@zsl.com

Fleetmatics is a leading global provider of fleet management solutions for small and medium-sized businesses delivered as software-as-a-service (SaaS).

The company’s solutions offer real-time insight into vehicle activity that reduces operational costs and improves customer service. Fleetmatics serves more than 20,000 customers, with over 417,000 actively subscribed vehicles worldwide. Its SaaS and mobile application gives businesses anytime access to real-time data about their company.

Web: www.fleetmatics.co.uk

Phone: 0808 163 9331 Email: infoUK@fleetmatics.com

Services include: GPS Tracking Dashboard, Route Replay, Performance Reports, Fleet Tracking Alerts, GeoFencing and landmarks, Fuel Card Integration, Garmin Integration for Dispatch, Fleet Maintenance Reports, Fleetmatics Mobile App, Driver ID Fleet Risk Control: Web: www.fleetriskcontrol.co.uk Services include: Fleet Risk Management Garmin: Web: www8.garmin.com Services include: Fleet Management

GeoPal

Services provided include: Customisable Mobile Forms / Mobile Data Capture, Workforce Management, Lone Worker Protection

Web: www.geopalsolutions.com

Go Mobilize: Services include: Good Technologies: Services include:

Phone: 0800 520 0458 Email: sales@geopalsolutions.com

Web: www.gomobilize.co.uk Mobile form completion Web: www1.good.com Enterprise mobility management

Phone: 0800 3280501 Phone: 020 7845 5300

Handheld is a leading supplier of high quality, full-featured rugged mobile computers from PDA’s to Tablets to Notebooks. Our versatile product range ensures the most durable and cost effective solution for practically any mobile computing challenge.

Handheld deliver complete mobility solutions to industries such as logistics, forestry, geodesy, public transport, construction, service and maintenance, military and security.

Web: www.handhelduk.com

Phone: +44 (0)1926 333 266 Key contact: Dave Cawsey, Managing Director Email: d.cawsey@handhelduk.com Products: Rugged Notebook(Algiz XRW) Rugged Tablet PC (Algiz 7 and Algiz 10X), Rugged PDA (Nautiz X3, Nautiz X5, Nautiz X7) Rugged Smartphone (Nautiz X1) Rugged Imprinter (SP400X)

Products include: Mobile point of sale.

Phone: 023 8052 4000

Phone: +44 (0) 1952 207 221

Products: Semi Rugged, Rugged & Business Rugged: Notebooks, Tablets, Convertable Notebooks, Handheld. Software.

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Phone: 001 954-846-3400

Phone: 0193 486 1250

As a leading ruggedized computing solution supplier, Getac offers the most extensive rugged computing product lines covering notebook, tablets and handhelds, and the ruggedness level ranges from fully rugged, semi-rugged to business rugged. All products utilize state of the art technologies, and meet with international testing criteria. Getac rugged products are used in a wide range of fields, crossing defense, law enforcement, public safety, utility, field service, oil and gas, telecommunications, transportation, manufacturing and mobile workforce. Getac provides customized service to meet the varying requirements of different vertical markets.

Web: www.getac.com

Web: www.gd-itronix.com

Web: www.handpoint.com

Email: sales@handpoint.com

High 5 Software: Services include:

Web: www.high5software.com Mobile Field Tech platform

Honeywell: Services include:

Web: www.honeywell.com Mobile printers

Phone: +1 800 585-1696 Phone: 001 (480) 353-3020.

IEI Mobile: Web: www.ieimobile.com Services include: Industrial PDA Inforgen: Web: www.inforgen.com Services include: Fleet Management Software

Phone: +886-2-8691-6798

Inform GMBH: Services include:

Web: www.inform-software.com Advanced planning & scheduling software

Phone:+49 240894 56222

Inrix: Services include: Isotrak: Services include:

Web: www.inrix.com Traffic Information Web: www.isotrak.uk.com Vehicle Tracking

Phone: 01721 724 881

Phone: 0161 927 3600 Phone: 01908 540700

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A to Z company listings

www.fieldservicenews.com

IFS Enterprise Service Management –software solutions for service and asset management, real-time scheduling and mobile workforce management.

You want your workforce to be even more productive, efficient and competitive.

IFS develops, implements and supports unique workforce and planning software, built to respond immediately in real-time to real-world events, giving the insight you need to drive service delivery improvements.

Web: www.ifsworld.com

Key Contact: Ms. Christine Murphy

We’re here to help you implement leading technology solutions and make sure your business is ready for change.

Phone: +44 (0) 1494 428991 Email: christine.murphy@ifsworld.com

Services provided: Mobile Workforce Management, Field Service & Asset Management, Optimised Workforce Scheduling, Service Contract Management.

Services include: Warehouse Services, Spares, parts and asset management, forward and reverse logistics.

Web: www.jmbrook.co.uk Phone: +44 (0) 1924 239 994 Job Logic: Web: www.joblogic.com Services include: Capture expenses, time sheets etc

Phone: 0121 250 1027

Founded in 1993, Juniper Systems, Inc. is now a worldleader in ultra-rugged handheld computers and intuitive field computing solutions.

At Juniper Systems we design, manufacture and service all of our products at our Logan, Utah location. This centralization of design, production and service allows us to focus on quality, and lends to an excellent record of innovation and customer service.

We work with customers and business partners locally and internationally to create integrated solutions for focused markets.

Web: www.leadentsolutions.com Key Contact: Mr. Stephen Hooper

Services provided: Mobile Workforce Technology Consultants, Strategy & Design, Build & Integrate, Transform & Implement.

Mix Telematics: Services include:

Web: www.mixtelematics.co.uk Vehicle Tracking

Local letterbox brings a sole purpose delivery solution, with clear benefits to carriers, consumers and retailers alike, capable of exceeding all stake holders’ expectations, whilst remaining ever mindful of retailers’ brand protection and providing a complete end-to-end retail experience.

Phone: 0800 56 77 888

Kronos: Web: www.kronos.co.uk Services include: Scheduling Software.

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Phone: 01942 261671 Phone: 0118 978 9784

Web: www.localletterbox.co.uk Email: enquiries@localletterbox.co.uk

Services provided: Software as a Service, Scheduling software, Workforce optimization, Facilities and Asset Management, IT Services and Support, , Enterprise resource planning, Cloud based solutions Mobile Resource Management at its best..

Masternaut is Europe’s leading mobile resource management provider specialising in Vehicle & Asset Tracking, Mobile Workforce Applications and Microsoft Dynamics CRM and ERP software.

Products: Hanheld computers, rugged handheld computers, rugged notepads, field PCs, field mapping solutions, software, custom products.

Web: www.keycomputers.co.uk Service management Software.

Phone: 0121 717 5385

Local letterbox is an exciting new concept. It is the only national network of dedicated parcel shops, offering a real solution to the frustration faced by every online shopper - the ‘sorry you were out’ card.

Web: www.junipersys.com Phone: 001 435.753.1881 Email: sales@junipersys.com

Key Computers: Services include:

Phone: +44 (0)844 414 5707 Email: enquiries@leadentsolutions.com

The company serves thousands of businesses across Europe who trust Masternaut to deliver solutions that deliver tangible business benefits and return on investment.

Products include: Mobile printers, rugged tablets, PDA devices

Web: www.masternaut.co.uk

Email: uk-info@masternaut.com Phone: +44 (0) 844 774 4486

Email: info@maxatec-europe.com Web: www.maxatec-europe.com Phone: 0161 942 7850

Products: Vehicle tracking, tracking apps, communication centre, asset tracking, trailer tracking, temperature tracking, lone worker, RFID tracking, route optimiser, mobile workflow applications, CRM and accounting, Business intelligence, green solutions.

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A to Z company listings

www.fieldservicenews.com

Services provided include: Recruitment, Sales & Marketing, Interim Management Email: info@mg-solutions.biz Key Contact: Phil Goldstone

Web: www.mg-solutions.biz Phone: +44 (0) 844 815 5504

Micronet Web: www.micronet-europe.com Services include: Data capture Mind Your Service: Web: www.mindyourservice.com Services include: Mobile invoicing Mobilis: Web: www.mobiliscase.com Services include: Rugged Accessories My Mobile Workers: Web: www.mymobileworkers.com Services include: Real time job reporting Motivity: Web: www.motivitymobile.com Services include: Remote access solutions

Phone: 0113 384 5800 Phone: 0800 652 2423 Phone: 0208 747 8222 Phone: 01942 295 999

Web: www.motorolasolutions.com

Key Contact: Mr. Derek Smallwood Phone: +44 (0) 7730-897235

Services provided: mobile strategy and roadmap definition, requirements gathering and business case development, supplier selection management, design and delivery of improvement programmes, project/ programme triage and recovery Motion Computing empowers businesses worldwide with mobile technology solutions designed to optimise the performance of workers in the field.

From Automated Scheduling to Customer Management to Mobile field communication, mplsystems provides an end to end field service solution.

Every solution is tailored around each organisations individual processes and because it is entirely modular the mplsystems solution can easily integrate and join up existing systems and processes.

Web: www.mplsystems.co.uk Key Contact: Susannah Richardson

Services provided: Scheduling: automated and dynamic drag drop, Mobile Field workers Comms, Customer Management portals, SaaS, Reporting and analytics, Self Service portals, Multi-Channel service desk technology, Parts Management, Costing, billing and accounting, Case Management Navman Wireless is a world leader in the provision of vehicle tracking via GPS satellite technology and is trusted by more than 13,000 businesses across the globe. OnlineAVL Technology is at the heart of all the services we provide, which include vehicle tracking, two way messaging, integrated navigation and CANbus engine management technology. Continual multimillion pound investment in our core is what gives Navman Wireless the edge over its competition across the globe.

Web: www.navmanwireless.co.uk Phone: +44 (0) 845 521 1133 Key contact: Ben Williams Email: info@navmanwireless.co.uk

Nice : Web: www.nice.com Services include: Workforce optimisation

Web: www.motioncomputing.co.uk Phone: +44 (0) 1926 356 560 Key Contact: Ian Davies, Country Manager Email: idavies@motioncomputing.com

One Serve: Services include:

Phone: 01344 760000

Web: www.oneserve.co.uk HTML5 browser-based technology

Phone: 0 972 9 775 3777 Phone: 0845 8731853

Products distributed: Mobile computing, barcoding, mobile printing

Products: Ruggedised tablet PCs, Dashboard mounts, Charging docks, cases and carry straps, Peripherals for data entry including RFID scanner, magnetic stripe readers and barcode readers, Keyboards, pens and data input devices, Portable wireless Networks, Professional services including installation and management software

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Phone: 01926 623 500 Email: Susannah.richardson@mplsystems.co.uk

Services Provided: Vehicle Tracking, Messaging Systems, Integrated Sattelite Navigation, Temperature Monitoring, Driver Behaviour, Online AVL Technology,

Building on a foundation of award-winning technical expertise and decades of industry experience, the Motion team makes it their business to understand your business.

MJC2: Web: www.mjc2.com Services include: Field service optimization

Phone: 0800 328 2424

Phone: 0114 243 5544

MFSM is an independent consultancy offering impartial advice, expertise and programme delivery capability for organisations seeking to transform or enhance the field service aspects of their business. MFSM can help develop mobile strategies and roadmaps, articulate requirements, build realistic and achievable business cases, and deliver the subsequent service improvement programmes. We can provide the ‘glue’ to new or faltering improvement and transformation programmes in the mobile service arena.

Web: www.mobilefieldservicemanagement.com Email: enquiries@mobilefieldservicemanagement.com

Products include: Handheld computers, rugged notebooks, wearable devices

Web: www.onlyrugged.com Phone: 01924 600 480 Optrak: Services include:

Web: optrak.com Vehicle Routing Software

Phone: 01992 517 100

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www.fieldservicenews.com

Noventum assists companies to achieve profitable and sustainable growth through services. We provide best practices and service industry standards, benchmarking services, service business strategy consulting, service transformation, and people development services. Since 2001, over 200 successful projects were completed with Fortune 500 clients in three continents. So far hundreds of managers have attended our service management training courses. Noventum has what it takes to galvanise your Service Business!

Web: www.noventum.eu Key Contact: Mr. Nick Frank

Phone: +44 (0) 203 355 6667 Email: info@noventum.eu

Services provided: Best Practices, Benchmarking, Service Business Strategy, Service Transformation, People Development, Research Opticon: Services include:

Web: www.opticon.co.uk Windows Mobile PDA

Phone: 01582-635100

Paragon delivers software solutions that cut transport costs, improve efficiency and raise customer service level.

Pdion: Web: www.mypidion.com Services include:

Handheld Computers Protean Software: Web: www.proteansoftware.co.uk Services include: Allows real time job allocation

Pulsion’s field service management software, Konformance, connects you with your field workforce, giving you complete visibility of the service delivery operation while driving efficiency and profitability. Pulsion believes in supporting clients every step of the way, tailoring Konformance to meet the objectives of your business.

Web: www.pulsion.co.uk Phone: 0141 352 2280 Email: sales@pulsion.co.uk Services provided: mobile workforce management, field service software solutions, form designer, mobile data capture, asset management, task scheduling, resource planning, issue management, data dashboards, client portal QBE: Web: www.qbeeurope.com Services include:

Fleet Risk Management

Phone: 020 7105 4000

Services include: Real time tracking, products & reports, customisation Web: www.quartix.net

Tel: +44 (0) 870 013 6663

Red Zebra Software: Services include:

Web: www.redzebrasoftware.com Service Contract Management

Services provided: Routing and scheduling optimisers, single depot, multi depot, integrated fleets, fleet controller, resource manager, route management system, total transport system, home delivery system, period planner, territory optimiser, logistics modelling.

Web: www.parcelholders.co.uk Phone: +44 (0) 7708 193597 Key Contact: Monika Douglas Email: monika.douglas@parcelholders.co.uk Services include: Subscription and pay as you go options available; Bespoke PickUp, DropOff point recruitment; Suppliers can ship direct to our PickUp DropOff points; Use our website or connect to our API; Register now for your 14-day trial

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Phone: 01844 202618

Services provided include: Sales, Rental and Repair of mobile computing and automated data capture solutions.

Web: www.renovotec.com Phone: +44 (0) 845 293 0450

Our UK network of independent shops provide optimal PickUp DropOff (PUDO)points for your Field Service Engineers. If we don’t have a location near one of your FSE’s, we’ll recruit the closest independent shop we can! We eliminate the need for your engineers to wait in for deliveries or travel to a depot to collect parts. Our aim is to maximise the time they have available to do what they do best. Utilising the nationwide network of collection points from our sister company Parcel PickUp enables you to specify where you need your parts to be and makes them easily accessible to your engineers.

Phone: 024 7666 6612

Pulsion Technology partners with its clients to mobilise their workforce and transform business operations.

With over 2,300 systems installed at 750 customer sites, ourt software is used for daily route scheduling and optimisation, strategic transport planning, and real ktime fleet management.

Web: www.paragonrouting.com/uk Phone: 01306 732 600 Email: info@paragonrouting.com

Phone: +82-70-7730-8071

Services include: Local, national and international logistics, technical exchanges, white label logistics.

Web: www.ricosameday.co.uk Tel: +44 (0) 844 472 1504 Road Angel Fleet: Services include:

Route Monkey: Services include:

Web: www.roadangelfleet.com Vehicle Tracking Web: www.routemonkey.com GPS Tracking

Phone: 01327 855 586 Phone: 0845 643 5731

Services include: Relay logistics, warehousing and distribution services, Online despatch manager.

Web: www.royalmail.com/logistics-services Tel: +44 (0) 8457 950 950

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A to Z company listings

www.fieldservicenews.com Rugged Book: Services include:

Web: www.ruggedbook.com.tw Rugged Laptops

Phone:+886 2 2214 1133

Services provided include: Specialist resellers for Trimble, Psion, Pdion and more Web: www.rm-systems.co.uk Key Contact: Ges Jones Sandpiper Corporation: Services include:

Phone: +44 (0)845 652 0816 Email: sales@rm-systems.co.uk

Web: www.sandpiper-corp.co.uk Wireless mobile computing

Phone: 0845 456 6671

Services provided include: Specialist Distributors of Mobile Computers, Mobile Printers, Software and More

A to Z company listings

Tel: +44 (0)800 915 5550 Email: sales.europe@scansource.eu

Solarvista Software is an award-winning pioneer in service management technology, including integrated Service Management, CRM, Mobile Data and Scheduling systems.

Established in 1991, Solarvista has become the number one independent supplier within the UK delivering solutions to thousands of users in more than 20 countries.

Web: www.solarvista.com

Key Contact: Mr. Chris Welsh

Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions

ServiceMax is the only end-to-end field service management solution built 100% native on Force.com.

ServiceMax’s average customer has increased productivity by 31%, revenue by 14%, and customer satisfaction by 16%.

See how companies like Coca-Cola Enterprises, Elekta and Electrolux are on the road to flawless field service with ServiceMax at www.servicemax.com.

Web: www.servicemax.com Email: info@servicemax.com

Phone: +44 (0) 20 300 48 920

Services provided: SaaS, Scheduling, workforce optimisation, parts, contracts, social, mobile, portals, reporting

SGSA provides training courses for the services industry. Classes are available for every role from contact centre staff through field engineers to the management team. Our senior consultants are available to help you implement and manage changes that will help you develop a highly productive support operation achieving superior levels of customer satisfaction and loyalty. The result is an improvement in the levels of service delivered to your customers that establishes a benchmark for your competitors to meet.

Web: www.sgsa.com Email: enquiries@sgsa.com

Skeye: Services include: p94

Web: www.hoeft-wessel.com Handheld Computers

Products distributed: Rugged tablets, rugged laptops, vehicle mount computers Web: www.rugged-systems.co.uk Phone: 01527 512400

Strategies For GrowthSM (SFGSM) is an independent research analyst and consulting firm that supports service organisations with strategic, marketing and services planning; customer, market and supply chain surveys; satisfaction measurement & tracking programs; services marketing & promotional support; research-based Webinars, white papers, publications and case studies; and general services consulting.

Web: www.PollockOnService.com, www.s4growth.com Key Contact: Bill Pollock

Phone: 01793 647-800

Phone: +1 (610) 399-9717 Email: wkp@s4growth.com

Services provided: Custom market research and analysis, consulting advisory support, customer/ market surveys, content development (e.g., white papers, case studies, publications, Webcasts, blogs, collateral) and services improvement strategies.

Sygic: Services include:

Web: www.sygic.com Smart phone GPS apps

Synchroteam: Services include:

Web: www.synchroteam.com Mapping

Phone: +44 (0) 845 330 6457

Services provided: Health Checks, Re-Engineering, Strategic Planning, Service Marketing Programs, Call Centre and Help Desk Consolidation, International Support, Requests for Proposals (RFPs), Assistance in Selecting.

Phone: +44 (0)114 221 1000 Email: sales@solarvista.com

Phone: +33 1 80 88 50 18

Services include: Fleet management, GPS tracking, business intelligence Web: www.teletrac.com Phone: 0870 460 5693

Email: info@teletrac.com Tracker: Services include:

Web: www.tracker.co.uk Vehicle tracking

Phone: 0845 604 6004

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A to Z company listings

www.fieldservicenews.com

TAAP is a mobile software application provider for devices such as tablets, smartphones, and PDAs. Our software is designed for organisations that need to mobilise their workforces and streamline everyday processes. Applications can be simple or complex depending on client requirements, and more than one application from TAAP can be used on the same device. Clients have benefitted from our software by saving operational costs, improving compliance, and increasing productivity, whilst at the same time reducing unnecessary administration and eliminating paper forms. Apps range from inspections and audits through to vehicle movements, repairs & maintenance, and data capture at events/promotions.

Web: www.ontaap.com Key Contact: Paul George

Phone: + 44 (0) 845 230 9787 Email: info@ontaap.com

Services provided: Mobile Workforce Software Applications, Windows 8.1 software apps, Secure Web Portals, Job Management Software, Data Capture Software, Mobile Devices – tablets, smartphones, PDAs

Telogis is the premium provider of LocationBased-Services to enterprises across the globe.

Telogis’ scalable, Software as a Service (“SaaS”) platform helps companies optimise business operations and manage their global workforce effectively through GPS location technology.

Telogis solutions maximise the efficiency of their mobile assets through industry-leading tracking and scheduling applications.

Web: www.telogis.co.uk Phone: +44 (0) 771 806 3512 Key Contact: Anthony O’Halloran Email: Anthony.ohalloran@telogis.com Services include: Fast & Powerful Mapping, Enterprise Dashboard, API Integration, Find closest capable driver, GIS Overlays, Advanced large fleet reporting, 2 way messaging

A to Z company listings

Field Service Express: When you need backup out in the field, you want a service you can rely on. Field Service Express gives you just that. Going the extra mile to ensure you get exactly what you need, exactly when and where you need it.

Combining the two services of Storapart and Delivery Plus, Field Service Express offers a range of expert solutions to save you both time and expense. Need nationwide warehousing with 24-hour call off of your parts? No problem. Want equipment expertly delivered and installed? Just ask. After a service that will drop off and pick up parts directly to your engineers in the field? We’re here to help.

Web: www.tnt.com Phone: +44 (0) 800 100 600 Key Contact: Lee Lakin Email: Lee.lakin@tnt.com Products: Nationwide parts warehousing, forward stock locations, online inventory management, installation trained couriers, intelligent swap, on location serial verification, flexible appointment schedules.

Products include: Laptops, tablets, BYOD Solutions

Web: www.toshiba.com Email: business.sales@toshibadirect.com

The quality, durability and reliability of Panasonic Toughbook® mobile computers translate into significant financial advantages. In situations that would damage conventional computers, rugged Toughbook computers keep performing. As a result, users eliminate costly repairs or replacements, and avoid wasting time to recover lost work. The bottomline results are compelling: lower total cost of ownership (TCO) and greater return on investment (ROI) over the computer’s useful life.

Web: www.panasonic.com/business/toughbook Phone: 0844 844 3899 Tesseract was formed in 1985 to develop, specialised Problem Management Systems for the Service Industry, & now boast over 300 installations world-wide.

Our unique field service management system streamlines stock control, remote engineer access, call handling & service control. A field service software that delivers powerful management to field service systems & operations.

Web: www.tesseract.co.uk Key Contact: Colin Brown

Phone: +44 (0)1494 465066 Email: websales@tesseract.co.uk

Services provided: Software as a Service, Scheduling software,Workforce optimization, Facilities and Asset Management, IT Services and Support, CRM and eCRM, Call Centre & helpdesk Solutions, Enterprise resource planning, Cloud based solutions TSC: Services include: p96

Web: www.tscprinters.com Mobile Printers

Phone: +49 (0) 8106 37979 00

Products: Rugged Laptops, Convertibles, Tablets & Handhelds

Services provided include: Fleet Management, vehicle diagnostics, driver safety Key Contact: Paul Waddilove Web: www.trimble.com/fsm

Email: fsm_enquiries@trimble.com Phone: +44 (0)1473 696300 Products include: Mobile computers, barcode scanners, RFID readers

Phone: +44 7796 984 489 Viamente: Web: www.viamente.com Services include:

Routing Software

Web: eu.ute.com Email: info@eu.ute.com Phone: +1-855-755-4499

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A to Z company listings

www.fieldservicenews.com

Services include: Distribution, Parts service, Supplier management Web: www.ups.com Phone: +44 (0) 8457 877 877

Varlink, the specialist distributor of mobile computing and data capture products, supplies Janam Technologies’ enterprise class rugged computing handheld range.

Janam Technologies specialises in providing purpose built products suited for mission critical workforce management, healthcare and warehousing solutions, where wireless networking, barcode scanning & real-time data management are key requirements.

Web: www.varlink.co.uk Phone: 01904 717180

Email: varlinksales@varlink.co.uk Products provided: Rugged Mobile Computers, PDAS, Smartphones, Tablet and Vehicle Mounted Computers, Barcode Label Printers, Mobile Printers and Plastic Card Printers, Label Design Software, Printer Supplies, Application Development Software, Barcode and RFID readers.

Vine Telematics: Services include:

Web: www.vinetelematics.com Telematic Solutions

Phone: 01708 681180

Webinars, podcasts, white papers, fortnightly briefings, exclusive research reports, a quarterly magazine and much more...

Services provided include: Scheduling Services, Mobile Workforce Management Solutions, Hosted Services Web: www.wheatley-associates.co.uk Tel: +44 (0)1449 781001 Email: sales@wheatley-associates.co.uk X2 Computing: Services include:

Web: www.x2computing.com Handheld Computers

You do know you can get this all for free, right?

Phone: 01386 830082

The software solution that allows you to get clever running your business. Smarts end to end service capability coupled with its inherent agility and flexibility means you can meet the exact needs of your organisation and adapt quickly to business change - enabling you to maximise customer satisfaction, retention and overall profitability - all without compromising efficiency, quality and productivity. With its fully web based and comprehensive suite of powerful back office and mobile applications coupled with an unparalleled depth of functionality and extensive customisation opportunities - it really is the only smart solution.

Web: www.zafire.com/smart Phone: 01295 701810 Key contact: Peter Duffield Email: smart@zafire.com Services provided: Service Desk Management, Field Service Mobile Applications, Customer & Supplier Web Portals, Contract & Asset Management, Resource Planning & Optimisation, Workshop Repair & Warranty Software , Sales Pipeline & Customer Relationship Management, Inventory & Stock Management, Invoicing and Billing Management, Business Intelligence & Reporting Zebra technologies: Services include: Zurich Fleet Intelligence: Services include: p98

Web: www.zebra.com Web: www.zurichfleetintelligence.com Fleet Risk Management

Phone: +1 847 634 6700 Mobile printers Phone: +44 (0)7801 135951

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