IoT - Enabled Field Service Management

Deliver Faster, Smarter Service with IoT

ServicePower.com

According to Gartner1, IOT is a network of physical objects or ‘things’ that contain

embedded technology to communicate and sense or interact with their internal state

or the external environment.

Things exclude:

• General purpose computing devices such as PC and Smartphones

• Infrastructure component

• Gateways, telecom switches

• Services

IoT technologies can deliver a differentiated and innovative digitized user experience,

particularly in the field service space.

WHAT ISIoT?

IoT-Enabled Field Service Management 1

experienceUSERInnovative Digitized

IoT-Enabled Field Service Management 2

TOP IoTTechnologies

IoT technology varies widely. Some of the top technologies noted

by Gartner2 include:

IoT PlatformsAre defined as foundational software which includes a

variety of functions such as provisioning, development,

data consumption, analytics and BPM, to name a few. It is

responsible for processing data between devices, gateways

and centralized systems. IoT platforms are deployed across

a variety of products ranging from industrial to appliances

and smart home products and are important because they

enable, for instance, field service organizations, to deploy IoT

fast and at a lower cost.

Predictive AnalyticsRanging from very basic logic to AI-based predictive tools, can

analyze IoT and external data to identify patterns and provide

actionable insights. Predictive analytics are important because

those actionable insights can be used to deliver more value to

customers, including predictive maintenance, parts stocking,

consumable replenishment, all which improve the uptime of

products, improving customer satisfaction.

1

2

IoT platforms are deployed across

a variety of products ranging from

industrial to appliances from

smart home products

IoT-Enabled Field Service Management 3

Machine IntelligenceIs used to crunch lots of data, much like ServicePower’s

Quantum Annealing algorithms, to deliver an outcome or

solution. Our schedule optimization engine, for instance,

uses artificial intelligence algorithms to churn through

technician information, job information, existing

schedules and hard and soft constraint to produce

optimized appointment offers. It then continously, in real

time, re-optimizes the schedule. That re-optimization

process is critical to achieving the highest levels of

productivity and cost reduction, while meeting

customer commitments. Machine intelligence is

important because people simply cannot achieve the

same results as efficiently or quickly.

Digital Assistants Are important for field service in terms of visualizing

and understanding data onsite. Digital assistants

integrated with data hubs can deliver useful customer,

asset, and predictive intelligence to technicians which

require it, helping them to deliver faster, smarter

service. `Digital assistants become more powerful when

integrated with machine learning algorithms, asset and

service history, as well as predictive and repair information,

providing smarter assistance to field technicians than

written guides. AI can analyze data to derive cognitive

insights and deliver it through digital assistants, resulting

in the holy grail of better tech enablement, customer

experience, and financial performance of the service

organization or brand.

3

4

enablement

The Holy Grail of

TECH

IoT-Enabled Field Service Management 4

Though there are many other IoT technologies on the market, those mentioned above

have real impact to the digitization of field service. Each offers real value to field service

organization, enabling their field teams to deliver better service.

IoT is far reaching, and growing in adoption. Industrial

businesses and Smart Cities were early adopters, while

other sectors such as consumer products manufacturing

are now beginning to deploy and actively market IoT

connected products. Sectors where M2M contributes to

changing business models today include:

• Manufacturing

• Utilities – Smart metering

• Telecoms

• Oil and Gas

• Smart Cities – Water, transport,

air quality, security

• Facilitates/Property management,

smart buildings

• Healthcare – Smart health, care

and monitoring

• Vending

• Retail and Logistics – Payment,

beacons and tracking

WHO CAN BENEFITfrom Using IoT in FS

There are currently

186 million CONNECTED DEVICES

This is expected to grow to

2.2 billionBY 2020

With this unprecedented growth of IoT, manufacturers and service

providers can now seamlessly utilize real-time sensor data from Smart

Products and Connected Homes to effortlessly deliver personalized,

proactive services.

IoT platforms integrated with field service management technology can

instantly capture sensor data and apply configurable rules to analyze data,

and proactively schedule service and maintenance on covered, connected

products, while leveraging collected insights to build better, more

meaningful product and service offers.

Field Service organizations using IoT sensor data in conjunction with mobile

workforce or field service management software solutions specifically can:

• Improve triage

• Provide remote monitoring and

diagnostics improving visibility of assets

• Proactively identify required service,

speeding time to site

• More quickly identify necessary parts

• Automatically schedule employed or

contracted field personnel for

maintenance or repair

• Achieve higher fix time fix rates

• Yield valuable insights used to create

value added product and service offers

IoT-Enabled Field Service Management 5

IoT for Cows? It’s very clear that IoT is critical for field service

organizations to leverage.

However, IoT is being used in surprising ways across

other, very-none traditional field service sectors,

including agriculture and retail.

Find out how IoT is used by cattle operations!

HOW DOES IoT BenefitField Service?

IoT-ENHANCED FIELD SERVICEManagement

IoT-Enabled Field Service Management 6

Building on our AI-based scheduling and contractor

management solutions, as well as our Premier Service

Network, ServicePower enables our customers to gather

sensor data automatically, through integrated IoT platforms,

for use in field service delivery, transforming field service

from reactive, low satisfaction events for customers to

proactive, high satisfaction events for customers.

We’re working with the top global IoT platform providers,

including Ayla Networks, Bosch SI and Concirrus, to

enhance our field service management solutions with IoT

connectivity. IoT-enhanced field service solutions further

enable field technicians to provide great customer field

service experiences, resulting in higher customer satisfaction

and retention rates, by using meaningful data and real-time

connectivity to deliver proactive services with the largest

technician network in the industry.

ServicePower enables field service organizations to create

real value from IoT enabled smart devices and homes,

providing faster, smarter service, while reducing costs and

creating new revenue opportunities.

Let’s consider our partner Ayla Networks.

Ayla Networks provides the industry’s first agile

IoT platform-a comprehensive, end-to-end, secure

platform that runs across connected products, the cloud,

software applications. Ayla helps traditional OEMs and transform

from being device manufacturers to service providers, opening the door to a

whole new relationship with the consumer. With Ayla, OEMs can understand how

consumers are interacting with their products and, by leveraging their expertise, build

better devices.

Using ServicePower in conjunction with the Ayla Cloud rules engine enables a device

or cloud-based event to influence another event.

This interaction enables manufacturers to automate certain conditions and events, some

of which can also be configurable (within pre-determined parameters) by end users.

Use CasesFor example, consider appliance products. The OEM can set a rule that produces a trigger

or alert for a temperature increase of 20% over a 30-minute period for a freezer. It can

alert the consumer by sending a message to the consumer’s mobile app as well as the

OEM’s ServicePower deployment, and automatically schedule an appointment through

ServicePower to fix the freezer with the OEM’s employed or contracted field teams.

HOW DOES IT

Work?

IoT-Enabled Field Service Management 7

Alert the consumer by

sending a message

The Future of IoT in Field ServiceIoT, though the adoption rates were slow to pick up outside

the industrial sectors, is going to fundamentally change the

way organizations deliver service. It’s already changed what

consumers expect from service providers, based on their

daily interactions with smart products, like Siri, Cortana or

Alexa, and connected home products like HVAC systems or

even garage door openers.

PREMIERService

IoT-Enabled Field Service Management 8

Now consider a service contract scenario, where the product is out of warranty but covered

under and extended warranty, issued by a third-party administrator, who is not the manufacturer

of the product. Deployed by the TPA, the ServicePower IoT-enhanced field service management

solutions can enable end-consumers with integrated Smart Speakers like Alexa or Google Home to

request service on home product based on IoT alerts, which can be executed by our client’s service

networks, or ServicePower’s own.

APPLIANCE VENDOR IoT CLOUD SERVICEPOWER

CONSUMER PRODUCT

VENDOR CLOUDS

INTERGRATION WITHHOME AUTOMATION HUBS

ACTION TRIGGERED BY EVENTS

RECEIVE NOTIFICATION

DISPATCHTECHNICIAN

A

B

C

VALIDATEENTITLEMENT

VALIDATEENTITLEMENT

CREATE NOTFICATIONIN HOME AUTOMATION

SEND NOTIFICATIONTO HA APP

SEND NOTIFICATIONTO HA HUB

SEND NOTIFICATIONTO VENDOR APP

ACCEPT NOTIFICATION& SCHEDULE

CONTROL &ADJUSTMENT

SENSOR ALERT

IoT isn’t just about proactive service anymore. IoT-enhanced field service delivery is about

tapping into the technology your customer has in hand to maintain their products and their

lifestyles, seamlessly and automatically.

IoT-Enabled Field Service Management 9

FAILS

Fix the ThingBefore it

Field service organizations need to evaluate available IoT

technologies and determine what makes sense to deploy

given their product set, and the capabilities of the platforms.

While field service management solutions like ServicePower

produce a step change in both productivity and customer

experience, layering IoT connectivity into the technology stack

changes the game entirely.

Your customers’ experience evolves from irritation derived

from reacting to a broken ‘thing’ to delight that their ‘thing’

proactively worked with their digital assistant and service

provider to fix the ‘thing’ before it completely failed.

ServicePower is an integrated field service management solution focused on

helping companies deliver an exceptional customer experience at the lowest cost.

Trusted by field service organizations around the world such as GE Appliances,

ADT, Johnson Controls, John Lewis Partnership, Electrolux, Mitsubishi, LG, BSH and

AIG Warranty, ServicePower is the only workforce management solution enabling

organizations to efficiently manage both captive and 3rd party service providers.

Our digital technology enables improved customer satisfaction, reduces costs and

generates new revenue streams.

ServicePower also offers a fully managed network of 3rd party service providers

to enable rapid and on-demand servicing at peak times and in hard-to-reach

locations across North America and Europe.

For more, visit www.servicepower.com

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