Real-World Examples of IoT-Powered Field Service

IoT Establishes a New Normal in Service.

© 2015 Verisae

The Internet of Things has gained in

popularity.

But connecting equipment, assets,

or products…

…and using that information

to improve service isn’t new.

We’re not talking about the future.

We’re talking about what’s happening now.

Real-World Examples of IoT-Powered Field Service

Planning

What can be

predicted?

Execution

What can be done in real time?

Monitoring

What can be

measured?

1. Alarm

filtering

3. User

experience

4. Continuous

improvement

2.Predicting equipment

failure

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Real-world examples of

IoT-powered field service

where the rubber meets the road.

Alarm filtering.1

For grocery chains, refrigeration cases and HVAC equipment are critical.

So this equipment is closely monitored.

For United Supermarkets, 120,000+ raw alarms are generated every month.

So Verisae worked with United Supermarkets to manage alarms.

After applying rules, only 14% of raw alarms became flagged conditions.

Alarm

Generated

Verisae

Advanced

Filtering

Flagged

Condition

Created

Work

Order

Created

86.06% 88.95%

(1.54% of

all alarms)

(logged, grouped,

suppressed)

(resolved remotely

or at store)

Only 11% of flagged conditionsbecame work orders.

Alarm

Generated

Verisae

Advanced

Filtering

Flagged

Condition

Created

Work

Order

Created

86.06% 88.95%

(1.54% of

all alarms)

(logged, grouped,

suppressed)

(resolved remotely

or at store)

The benefits of deploying the IoT infrastructure

for United Supermarkets:

Eliminates critical food loss at the store level because of improved communication to the store.

Reduces maintenance and energy expenses because energy loss is being monitored and handled.

Reduces refrigerant leak events because leak-level alarms are detected earlier.

Predicting equipment failure.2

For another large grocery chain, ice buildup in refrigeration cases

can put the product at risk.

Verisae’s system identifies the potential risk.

Overall event SLA monitored

Store Equipment Transmits Telemetry

ConditionTriaged

Service ProviderMonitors

TechnicianAssigned

Resolution &

Continuous Monitoring

Information passes from Verisae’s system to service provider.

Overall event SLA monitored

Store Equipment Transmits Telemetry

ConditionTriaged

Service ProviderMonitors

TechnicianAssigned

Resolution &

Continuous Monitoring

Store Equipment Transmits Telemetry

ConditionTriaged

Service ProviderMonitors

TechnicianAssigned

Resolution &

Continuous Monitoring

If necessary, technician is scheduled.

Overall event SLA monitored

The benefits of this process for this large grocery chain:

Improves efficiency.

Improves quality of repair.

Improves first-time fix rate.

Since 2013, this grocery chain has saved over $1.5 million in stock loss...

…due solely to maintenance and prevention of inefficient and poorly performing refrigeration units.

User experience.3

Let’s take a ride with Uber.

Uber is changing the

transportation industry.

1) Demand response model.

I need a ride.

I send my request.

My request propagates to network of service providers.

2) Dynamic and flexible pricing.

I need a smaller/bigger/fancier car.

Is it rush hour or the middle of the night?

3) Update payment.

I get to my destination.

I leave the car.

My payment is handled automatically behind-the-scenes.

The information that Uber shares

affects my experience as a customer.

I know how long I have to wait.

I know the driver’s name, including photo and contact details.

I know the driver’s location on a map to verify the driver is coming to my location.

I know when the driver arrives at my location.

The power of exchanging the right information

at the right time is changing the field service industry.

Is the utility worker who’s knocking

on your door the real deal?

Connecticut Water launches new feature

to protect its customers from thieves

posing as utility workers.

Two hours prior to arrival, the employee’s name and photo

is emailed to the customer.

Customers can feel safe about opening their door.

Technicians can do their work without spending time to prove their identity.

“A primary goal of the Department of

Consumer Protection is to give

consumers the information they need

to protect themselves and avoid harm.

We commend and thank Connecticut

Water for this important effort.”

Jonathan HarrisCommissioner

Connecticut Department of

Consumer Protection

The idea is already receiving praise.

Continuous improvement.4

Every service organization collects data associated with

the planning and execution of the service process.

Some Verisae customers rely on technicians to report arrival or completion times.

More sophisticated customers automate event reporting

from GPS devices embedded in smartphones or vehicles.

Florida Power & Light is one of the biggest utilities in the United States, with more than 4 million customers.

Florida Power & Light uses Verisae’s system to analyze performance metrics.

In some groups with skilled technicians, work efficiency was as high as expected.

But travel efficiency was unexpectedly low.

What was going on?

When automatic planning was introduced to these skilled groups…

Many technicians felt they “knew better”.

I know the business needs.

I know the territory.

I know what’s happening on-site.

So these technicians just didn’t comply with the

system-generated schedule.

To ensure better compliance, Florida Power & Light

did 2 things.

First, they shared the data with supervisors and employees.

Then, they gradually introduced a business process change.

Instead of revealing the entire day’s plan

to the field.

Florida Power & Light started to drip-feed

a few work orders at a time.

Plan

Dispatch

8am 10am 4pm2pm12pm

Limiting the scheduling judgment that field technicians

could apply.

So Florida Power & Light’s technicians travel much less and

have time to do more work.

These real-world examples of IoT-powered field service affect manufacturers,

asset owners, service organizations, and customers alike.

Combining IoT, analytics, and mobility with the power and value of data sharing

is changing the field service industry.

Are you ready?

Get the eBook.

Real-world examples of

IoT-powered field service

where the rubber meets the road.

Verisae provides solutionsfor always-on companies.

© 2015 Verisae