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© Copyright OIES Consulting All rights reserved.1
Consulting
Holistic Advisors in IoT
Francisco Maroto
November 2013
Integ...
© Copyright OIES Consulting. All rights reserved.2
Field Service Challenges and Initiatives
© Copyright OIES Consulting. All rights reserved.3
© Copyright OIES Consulting. All rights reserved.4
M2M / IoT will Growth in Field Service
Source: http://www.bsminfo.com/d...
© Copyright OIES Consulting. All rights reserved.5
Top 3 criteria for solution selection
I want an easy
integration of
Fie...
© Copyright OIES Consulting. All rights reserved.6
Integrating M2M in Field Service Management (FSM)
M2M / Field Service E...
© Copyright OIES Consulting. All rights reserved.7
We help you to simplify the decision (Example 1)
Device and Network-Agn...
© Copyright OIES Consulting. All rights reserved.8
We help you to simplify the decision (Example 2)
Device and Network-Agn...
© Copyright OIES Consulting. All rights reserved.9
We help you to simplify the decision (Example 3
Device and Network-Agno...
© Copyright OIES Consulting. All rights reserved.10
Field Service M2M Service Provider
Secure
VPN
Field Service
Applicatio...
© Copyright OIES Consulting. All rights reserved.11
Proactive Service Scenario
Data from machine
monitoring indicates
issu...
© Copyright OIES Consulting. All rights reserved.12
Proactive Service Scenario (Cont)
Data from machine
monitoring usage o...
© Copyright OIES Consulting. All rights reserved.13
M2M - Field Service for Utilities – Use Cases
Customer Benefits
•Lower...
© Copyright OIES Consulting. All rights reserved.14
M2M - Field Service for Telcos – Use Cases
Customer Benefits
• Reduce ...
© Copyright OIES Consulting. All rights reserved.15
M2M - Field Service for Retail – Use Cases
Customer Benefits
• “Out of...
© Copyright OIES Consulting. All rights reserved.16
We help companies to translate the potential of The
Internet of Things...
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OIES : M2M integrated with Field Service Management

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Overview Presentation of M2M integrated in Field Service.

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OIES : M2M integrated with Field Service Management

  1. 1. © Copyright OIES Consulting All rights reserved.1 Consulting Holistic Advisors in IoT Francisco Maroto November 2013 Integrating M2M / IoT in Field Services
  2. 2. © Copyright OIES Consulting. All rights reserved.2 Field Service Challenges and Initiatives
  3. 3. © Copyright OIES Consulting. All rights reserved.3
  4. 4. © Copyright OIES Consulting. All rights reserved.4 M2M / IoT will Growth in Field Service Source: http://www.bsminfo.com/doc/field-service-predicted-to-see-m-m-and-iot-growth-0001
  5. 5. © Copyright OIES Consulting. All rights reserved.5 Top 3 criteria for solution selection I want an easy integration of Field Service and M2M Simple to deploy Ability to Integrate with other applications Organization and presentation of data collected I want to offer new services and increase revenue, while enhancing the overall quality of the customer experience I want access to real time information anywhere
  6. 6. © Copyright OIES Consulting. All rights reserved.6 Integrating M2M in Field Service Management (FSM) M2M / Field Service Ecosystem (partial view)M2M / Field Service Ecosystem (partial view) Enterprise Business Software
  7. 7. © Copyright OIES Consulting. All rights reserved.7 We help you to simplify the decision (Example 1) Device and Network-Agnostic M2M-Field Service ManagementDevice and Network-Agnostic M2M-Field Service Management Enterprise Business Software
  8. 8. © Copyright OIES Consulting. All rights reserved.8 We help you to simplify the decision (Example 2) Device and Network-Agnostic M2M-Field Service ManagementDevice and Network-Agnostic M2M-Field Service Management Enterprise Business Software
  9. 9. © Copyright OIES Consulting. All rights reserved.9 We help you to simplify the decision (Example 3 Device and Network-Agnostic M2M-Field Service ManagementDevice and Network-Agnostic M2M-Field Service Management Enterprise Business Software
  10. 10. © Copyright OIES Consulting. All rights reserved.10 Field Service M2M Service Provider Secure VPN Field Service Application M2M Administrator Business User Cloud Computing Environment Network Infrastructure Any DeviceAny Network Big Data Infrastructure M2M / IoT MSP Platform B2B - Integration Platform Business User M2M Field Service Provider Monitoring Remote Sites Service Monitoring Remote Service Preventive Maintenance Service Other Service Other Service
  11. 11. © Copyright OIES Consulting. All rights reserved.11 Proactive Service Scenario Data from machine monitoring indicates issue Automatically generate service request – based on issue it could be routed to different groups, queues, etc Based on problem code internally resolve prior to dispatch Monitor other equipment on site to see if any potential Predictive Maintenance work based on machine stats Automatically review contract entitlements, warranty details Alert appropriate person if red flag Automatically: generate and Schedule work order (include PM work as well) – order and ship parts prior to tech arrival – append relevant Smart checklist, guides, machine data to assist in fixing Tech receives work order – real time GPS feeds Complete repair and PM work Recognize sales ops – automatically generates notification to sales Rep. Customer notifications sent at any stage throughout process Source : Astea with permission of Frost & Sullivan Securely monitor deployed devices / sensors
  12. 12. © Copyright OIES Consulting. All rights reserved.12 Proactive Service Scenario (Cont) Data from machine monitoring usage of consumables Business rules defining workflow trigger based on machine readings Check Contract entitlements and Price Book Automatically re-order Automatically ship to customer Excessive consumable alert Automatically: generate and email customer quote Customer approves order Generate alert to sales rep when quote remains open for more than X number of days Customer notifications sent at any stage throughout process Source : Astea with permission of Frost & Sullivan Identify the need for additional consumables and proactively generate and fulfill a customer quote Training issue ? Automatically send notifications to sales rep Invoice Update and Replenish Inventory Automatically: send notifications – customer, sales rep, etc at any point in process
  13. 13. © Copyright OIES Consulting. All rights reserved.13 M2M - Field Service for Utilities – Use Cases Customer Benefits •Lower costs. Typically, users save in reduced staffing, more efficient routing and less overtime. •Higher productivity. Increase daily job completion thanks in part to mobile workers’ ability to access relevant information anytime, on- or offline. •Improve customer service •Support energy conservation •Tighter security. M2M/Field Service solutions run in private cloud Business Needs -- A Utility provider would like to: •Be more efficient in customers’ requests for smart-meter installation. •Remotely monitor, manage, and troubleshoot remote assets, such as smart meters to become more predictive in service delivery •Make field service visits more effective •Real-time visibility from mobile field workers and assets status to improve optimization of routing and scheduling of field service workers. •To develop new revenue opportunities and new business models •Manage the load and avoid rolling brownouts or worse unscheduled blackouts The Solution Implementing an integrated M2M-Field Service Management solution in conjunction with GPS devices or GPS enabled smart phones and tablets will improve business processes by initiate intelligent field events to locate field based resources, alerting the dispatch of the ‘nearest technician’ in emergency situations, or in situations that require expedited response. The utility provider accesses a centralized Web based console and can easily monitor and gather real-time data. M2M technology can monitor fixed remote assets to address issues before they arise, and provide in-field access to field service management application and other back office resources to ensure quick and efficient resolution. In conjunction with smarter features of fleet management such as advanced driver behavior monitoring, Hours of Service and e- forms that can be served up anywhere.
  14. 14. © Copyright OIES Consulting. All rights reserved.14 M2M - Field Service for Telcos – Use Cases Customer Benefits • Reduce downtime (often fixing an issue before the assets actually breaks). • Improve first-time fix rates with better diagnostics (sensors communicate with technician devices, pinpointing the actual error or issue). • Reduce inventory/stock issues (if technicians have accurate diagnoses before they reach an asset they will come to the site prepared). • Reduce travel costs (less trips to a customer site, or re-stocking warehouse). Business Needs -- A Mobile Network Provider would like to: •Have integrated their relevant contact centers with their field forces to create or improve a single-service chain. •Monitor remote telco equipment's or power equipment's. •Reduce cost and increase customer satisfaction. The Solution Implementing an integrated M2M-Field Service Management solution will improve business processes by initiate intelligent field events while communicating jobs and related information to field based resources, in real time. M2M solution monitors equipment or facilities, tracks or manages remote assets, or executes repairs and preventive maintenance services. M2M data will be used to create a seamless process using the information beginning with triage through real time, automated scheduling. and efficient resolution.
  15. 15. © Copyright OIES Consulting. All rights reserved.15 M2M - Field Service for Retail – Use Cases Customer Benefits • “Out of stock” situations response times shortened significantly. • Improve first-time fix rates with better diagnostics (sensors communicate with technician devices, pinpointing the actual error or issue). • Reduce inventory/stock issues (if technicians have accurate diagnoses before they reach an asset they will come to the site prepared). • Reduce travel costs (less trips to a customer site, or re-stocking warehouse). Business Needs – Intelligent vending machines • Improve customer service, working efficiency and functioning reliability. • Reduce the operational expenses. • Enhance the customer satisfaction • Increase sales the automatic vending machine “down time” has to be reduced • Increase vending machines profitability : • Availability. Vending machines should never break down or run out of goods. • Efficiency. Visits to service the machines need to be kept to an absolute minimum and the machines, service engineers and back-office staff must be able to communicate in real time. The Solution Implementing a vending machine automation network, in which individual vending machines can be controlled and monitored centrally. The application and network services operational information system, VMMC (Vending Machine Monitoring Center), is also integrated into the ERP system, so that automatic production of information is seamlessly used as part of the operation system. The VMMC produces a logistics load and distribution list daily as needed.
  16. 16. © Copyright OIES Consulting. All rights reserved.16 We help companies to translate the potential of The Internet of Things (IoT) and a collection of enabling technologies into meaningful, profitable, sustainable means of differentiated value creation IoT is much more than connectivity We advise you to look at it holistically. We support you to prioritize and accelerate the adoption of IoT. We support you to implement IoT solutions that: Deliver new profitable services Revolutionize customer service Improve customer satisfaction Reduce personnel costs Enhance incremental revenue opportunities

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