The field service challenge: integrate and modernise

You’re probably already sold on the idea that field service management software improves the efficiency of service operations and the utilisation of labour and assets such as motor vehicles or spare parts.

In fact, with software vendors expanding field service management offerings in recent years, they have almost become a no-brainer. The flip side is that they no longer guarantee you a competitive edge.

But what if I told you that most companies could further improve their service efficiency with enterprise solutions that are integrated with or include field service management?

I’m not just talking about integration with systems for invoicing and accounting, or even asset life cycle management. What if you could use data to change the way you deliver service across the entire supply or value chain?

Many industries still operate in silos. This is particularly the case with service and we see poor information exchange between business units at two levels. The first is within organisations and the second is between the owners of assets and service companies.

Better information flows could greatly improve coordination of service across different areas — with huge potential to improve efficiency and lower costs.

Integration between systems can add significant efficiency improvements. As an example, WA-based Pindan Asset Management recently implemented IFS Applications to support a mobile-enabled enterprise solution for a Department of Housing maintenance works and services contract for 6000 houses across Western Australia.

Equipped with mobile devices, Pindan’s technicians work in a completely paperless environment, accessing information shared between Pindan and the Department of Housing to support each work order. To achieve this, integrated functionality managing projects, asset maintenance, supply chain, financials and human resources was required. The result has been increased useability and higher productivity.

“We are currently processing on average four to five work orders per person a day, and in 12 months’ time I foresee this being around six or seven work orders being processed a day through further efficiencies,” said Stephen Arndt, general manager, Pindan Asset Management.

There are a host of potential technology benefits in the pipeline. At IFS, we have been developing Enterprise Operational Intelligence technology to turn ‘big data’ into something useful. We can create a real-time map of the entire value chain and link it to enterprise software to monitor processes via key performance indicators to deliver on strategic goals.

In our experience you need to have an integrated real-time overview of the business to inform actions that reduce costs and enhance value. In the past that sort of actionable intelligence typically wasn’t available until some predefined point — a two-week, monthly or even yearly report.

Real-time access to data, however, lets you make decisions that affect current operations rather than the end of the week or even later. With an Enterprise Operational Intelligence (EOI) platform, raw transactional data from IT systems is consolidated into a single dynamic management layer, providing powerful situation awareness.

In the very near future, a host of new technologies — like Enterprise Operational Intelligence, 3D printing, wearable devices and the Internet of Things (IoT) — will boost efficiency even further.

New assets will be smarter and more reliable than those seen before. With the IoT, many will communicate directly back to their original manufacturers or designers and a collaborative approach to service will be required.

Integrating new technologies will be crucial, which means your software systems must be modern and agile enough to adapt. Implementing systems in isolation — without linking them to a big-picture enterprise solution — may lead to disappointing results.

The fewer systems and databases you have, the more effectively you can analyse service operations and act on business intelligence. Ideally, you want all information about people, finances and assets (both yours and the ones you service) to be in the one place — a single source of truth to change the way you deliver service.

Rob Stummer is Managing Director ANZ of IFS Australia and New Zealand.