Techs

05/28/2018

04/08/2018

How to Increase Your Value by Leveraging IoT

Drew Alexander

Security Sales & Integration

Added to IoTplaybook or last updated on: 03/14/2018

A successful integrator is able to effectively consult, engineer, install and maintain the myriad sub-systems (access control, intrusion, video surveillance(link is external), fire protection, emergency notification, professional monitoring and network protection) throughout each customer’s lifecycle needs.

Augmenting our effectiveness are three main drivers: 1) the security industry’s customer base, which accepts the recurring monthly revenue (RMR) payment model; 2) the speed by which our industry understands and embraces the integration of “smart” or “connected” devices into customers’ overall security architecture; and 3) understanding and delivering the security solution to not only the security office, but also to the IT department as our customer base’s internal decision-making and technology reach continues to expand.

Imperative to Incorporate Cloud & Mobile Benefits

It is instructive to understand that in the security industry, the leading indicators or “early adopters” of technology are nearly always residential-based consumers. In residential and now commercial markets, customers are increasingly looking for features to enhance their foundational security system.

The successful integrator who delivers these features will, in turn, enable growth by capturing higher RMR. Two examples of this are the proliferation of Cloud-based technology, as well as the usage of mobile platforms to manage and enhance the security systems in place.

How quickly the security integrator incorporates these two technologies in their offerings is how successful each integrator will continue to be. The case can be made that the security industry is the original Internet of Things(link is external) (IoT) pioneer.

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Related: 4 Ways Integrators Can Turn IoT Fear Into Profit(link is external)

Each installed device, whether it be a card reader, video camera, fire alarm pull station, door contact or motion sensor is “connected” to a head-end system and/or panel. This panel is connected back to a central monitoring station which dispatches the required security response when there is a defined alarm event.

Commercial security systems have traditionally been isolated on the internal corporate network. The security system provides greater functionality and reporting when connected through a web browser or mobile app. We are responsible for installing and maintaining these systems daily.

Nearly every device we install has the capability to connect to the Internet either direct or through a secure, Cloud-based architecture. Achieving the highest level of security, while also delivering the most reliable and seamless customer experience, is how we extend value.

IoT Infrastructure Enhancing Savvy Integrators’ Value

The security space continues to change in its available offerings, as well. Connected sensor networks are a compelling value proposition to both residential applications and small-to-medium business owners. Technology advances in sensor communication, as well as longer battery life per device, are making these solutions more practical.

Access point applications are being addressed with IP network devices (e.g, wireless locks), which are then connected to a hosted infrastructure. Video surveillance equipment is also adopting an IoT framework.

Leveraging the IoT is currently serving and will continue to benefit our customers in a variety of ways. In a hosted access control(link is external) solution, access rights can easily be changed in a matter of seconds from essentially anywhere that has an Internet connection.

In a connected fire, video and intrusion application a security integrator can monitor the entire ecosystem. It is now common to be able to bid a project where an end user knows when and where the smoke alarm was activated, get real-time video notification and have the central monitoring station more accurately address the situation based on usable data.

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Related: How AI, IoT and Big Data Will Affect the Security Industry(link is external)

Even more helpful to our customers will be the video analytics integration we install. Having the ability to place specific filters on a video feed as well as easily compress the time frame — our customers will be delighted with the solutions we can apply.

The barriers of the past are rapidly falling due to more edge computing, smarter video analytics, the increase of inexpensive data connectivity and storage. As commercial security systems move to a Cloud(link is external) architecture, data analytics (also known as Big Data) will present a powerful, information-driven security solution for business owners and local police jurisdictions.

As technology is evolving, so too is our customer base, and therefore it is imperative to understand the dynamics within place of business to deal with appropriate personnel and integrate the most useful connected security systems.

After 25 years in the industry, I’ve seen many things change. The one constant for our customers is the need to proactively combat crime while protecting their people, assets and operations. Embracing technology that allows our customers to address their needs in real-time only enhances our value.

12/08/2017

Source: ServicePower News

Top 5 Field Service Industry Trends for 2018

Written by Kimberly Heuser on December 05, 2017

Consisting of more than 20 million field techniciansspread across the world, the field service industry is a giant. From maintenance works in apartment elevators and medical scanners, to factory and farm machinery, the slightest adjustment to time can have a huge impact on service operation efficiency.

According to 2017 statistics compiled on the field service industry:

By 2022, the global field service market is estimated to be worth $4.45 billion.52 percent of field service companies still coordinate work and perform functions manually.By 2020, 10 percent of emergency field service work will be monitored by artificial intelligence.By 2020, mobile apps will be used for technical projects in 75 percent of field service organizations with over 50 users.

As the field service industry experiences robust growth, companies are taking advantage of new technologies to transition from manual and time-consuming service operations. Innovations such as cloud-based mobility and machine learning are generating profits, increasing customer satisfaction and enhancing brand loyalty. Here are the top 5 field service industry trends for 2018:

Knowledge Acquisition from Aging Workforce

Research shows that 70 percent of service organizations regard loss of talent and knowledge as a major challenge in the years to come. Some negative outcomes of this deficit include increased customer dissatisfaction with inexperienced technicians, and massive costs in recruiting and training new employees.

Field service organizations are using innovative technology to preserve legacy knowledge. By reaching out to experienced workers and aging employees, their accrued knowledge is effectively transferred into knowledge management systems (KCS). This comprehensive knowledge database is then used to recruit, train and encourage new employees. In fact, companies that harness knowledge management systems outperform their rivals by 20 percent in service level agreement (SLA) compliance rates, and by 14 percent in first-time fix rates.

User-Friendly Mobile Experiences

The number of mobile phone users in the world is predicted to exceed five billion by the year 2019. Incorporating mobile experiences is an integral component of any field service strategy. Mobile investments create efficient communication channels, employee team-building, solutions for conflicts, and real-time interactions with customers.

Example: ServicePower offers one of the best global mobile field service platforms. Through hybrid workforces and unique in breed module capabilities, ServicePower recruits and manages third-party contractors, takes direct calls, and automates dispatches. In fact, the company was recognized by Gartner as a Visionary in its 2016 Magic Quadrant for Field Service Management (FSM).

Automation

One of the major drivers of revenue growth today, automation enables employees to be more productive as well as serve as resources to customers. By allowing immediate access to inventory stocks and customer data, employees are able to function efficiently, save precious time in locating information, and instead spend more time with customers.

Cloud-based field service management software (FSM)features tools such as technician dispatch, scheduling, licensing history, invoicing, digital customer interactions, tracking vehicles, and employee activities. Some software solutions are also designed for specialized field service assignments like plumbing and HVAC in electrical home businesses.

Internet of Things (IoT)

The Internet of Things is defined as the communication between a network of internet-enabled devices, systems, and physical objects that feature an IP address for internet connectivity. The physical objects can also include devices, vehicles, and buildings, and contain electronics, sensors or software that allow them to exchange data over wireless networks. Currently, there are more than 12 billion devices that connect to the internet. By 2020, that figure is estimated to grow, and there will be 26 times more connected things than humans.

In a highly competitive industry, the incorporation of smart technology and connected products is of immense importance to field service companies. 81 percent of field service companies believe that smart connected products and IoT technology will be the norm in five to ten years.

Augmented and Virtual Reality

The augmented and virtual reality market is expected to grow to a market size of 215 billion U.S. dollars by 2021. With the Oculus Rift making waves in employee training modules and hands-free communication, augmented and virtual reality has tremendous potential in the field service industry.

Example: Practical applications of augmented reality were displayed during the Modern Customer Experience 2017 forum. By simply pointing a smartphone at a machine, a field service technician can receive repair instructions, superimposed over the image of the machine. Thus, an inexperienced technician can receive expert training even if an experienced worker is not available

10/17/2017

Wi-Fi Protected Access II (WPA2) has been proven to be insecure – leaving your device vulnerable on pretty much all wireless networks, whether they are public or private. The WPA2 KRACK, a Key…

09/27/2017

Common Mistakes Field Service Organizations Make When Pursuing ProfitSource: Microsoft

Today’s field service organization is under pressure to contain costs and generate revenue. Doing both well will increase profit margins. The question becomes how to do it (and how not to do it).

Here are common mistakes FSOs make when pursuing higher profitability.

Mistake #1

Losing sight of the customer because you’re too focused on profits. If your decisions are based on what is going to result in more money for your FSO today, then you may become shortsighted about what attracts and creates lifelong customer relationships. We all know how expensive it is to acquire new customers and that your most profitable customers are typically the ones that have been with you for a long time. Think of ways to improve the customer journey from initial contract to service appointments and create positive interactions that will keep them coming back for more.

Mistake #2

Not making investments in technology. We get it: technology is expensive. But, technology can do wonders for FSOs. For example, mobile technology keeps your field techs connected to the home office and to the customer in real time, which leads to greater visibility, faster speed of service and better response times. Another compelling technological asset is the Internet of Things, or IoT. The IoT allows devices to send and receive data, so a device can now communicate when there’s a problem. Gone are the days of waiting for the problem to become so big that it getsnoticed by a human.By that time, the problem has caused a ripple effect in your customer’s organization and has cost them valuable time and/or money. Having technology on your side will empower you to create a better customer experience and generate repeat business.

Mistake #3

Saying yes to everything and not having a clear understanding of what makes you great. Not all revenue is good revenue, as some service offering may net small margins due to high overhead or complexity of service. (By the way, if you’re going to offer a small margin service line, do so because it opens doors and can lead to bigger service contracts.) Concentrate on your true differentiators; it’s easier to charge more for a service that is truly unique or better than anybody else’s. Also, continually gauge what your customers really want and are willing to pay for. FSOs who map their value proposition to profitable revenue channels can increase profits, not just revenue.

Mistake #4

Ignoring customer data. If you’re always looking ahead to your next revenue opportunity, you might be missing out on mining the customer data you’re currently collecting. That data may reveal upsell and cross-sell opportunities within your existing customer base. Maximizing untapped business potential is a great step toward increasing revenue from your most profitable customer relationships. Also, FSOs that leverage data will be able to unearth trends regarding customer requests, customer complaints and customer successes that can be used to refine service offering and service delivery.

Mistake #5

Lacking internal systems that foster productivity. It’s tempting to continually look outward at ways to increase sales without looking inward at ways to reduce inefficiency. If departments are siloed because there’s no central collaboration space, like Microsoft SharePoint or OneDrive, there are communication breakdowns. Hot tip: the solution does not reside in more emails and meetings. As your FSO looks to grow revenue, it’s increasingly important to improve internal systems and processes so you can service more customers without having to add headcount. While revenue growth is good, you also have to look at what it’s costing your FSO to accommodate the growth.

09/14/2017

SURE Universal will be showcasing a new software solution for set-top-box manufacturers at the annual IBC tech show held in Amsterdam in mid-September.

09/11/2017

Grrat tips on How to Avoid Field Technician Toxicity

We had a service appointment this past Sunday at our home with one of the major satellite TV providers. We received the standard four-hour...

09/08/2017

Walabot DIY detects pipes, studs, wires, cables and even moving rodents hidden in concrete and drywall, and tells you depth, type of material and position.

08/09/2017

savant-takes-a-simple-but-elegant-approach-to-home

Unless you’re super rich, you’ve probably never heard of Savant. The home automation company brags about catering to “the one percent of the one percent.” But now that the internet of things is all the rage, Savant is offering a slick smart home system for the everyman.

08/07/2017

Good articke on the Apple HomeKit

Apple's first crack at HomeKit was clunky thanks to a list of hyper-specific criteria, but their control-freak tendencies were nixed after this years WWDC.