SUMMER RELEASE 2019 SERVICE1 - NEW FEATURES AND IMPROVEMENTS - GMS Development
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S E R V I C E1
S U M M E R R E L E A S E 2019
N E W F E AT U R E S A N D I M P R O V E M E N T S
1
DISCOVER SUMMER RELEASE 2019
O U R S O LU T I O N F O R YO U
ROADMAP AND OVERVIEW
A C H I E V I N G N E W G OA L S
CO N T E N T WHAT THIS RELEASE INCLUDES
H I G H L I G H T S AT A G L A N C E
NEW FEATURES AND IMPROVEMENTS
F O R E V E N M O R E S U CC E S S
PREVIEW
W H AT TO E X P E C T I N T H E N E X T R E L E A S E
CONTAC T
W E LO O K F O R WA R D H E A R I N G F R O M YO U
Confidential – Copyright © GMS 2019 2
S U M M E R R E L E A S E 2019
O U R S O LU T I O N F O R YO U
DISCOVER We are proud to present two innovative new devel-
opments and a series of useful improvements in the
Speed Profiles can now be used to calculate journey
times down to the last minute. By taking traffic volume
SUMMER RELEASE 2019 first issue of our new-look Release Announcements. at different times of day into account, they ensure op-
Newton – the result of more than two years of research timized journey times and productivity.
and development work – provides an “Artificial Intel- Ten more new features include performance improve-
ligence” solution that is tailored to the needs of your ments in the field of tour optimization, engineers’
day-to-day practice. With Newton, your service organi- spare part assortments and registration, and a series of
zation’s specific knowledge is fully exploited, improv- features that improve and facilitate the operation and
ing the first time fix rate and other KPIs. management of Service1.
The more reliable the dates and times of your tour
planning are, the happier your customers and engi- Read on for more details.
neers will be.
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S U M M E R R E L E A S E 2019
R OA D MA P
1.7.
MA J O R R E L E A S E
24.6. SUPPORT
D E V E LO PM E N T PRE RELEASE RELEASES
APRIL MAY JUNE J U LY
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S U M M E R R E L E A S E 2019
H I G H L I G H T S AT A G L A N C E
W H AT T H I S R E L E A S E I N C LU D E S
GUARANTEED TO BE BETTER! FAST AND ON TIME.
NEWTON AI. SPEED PROFILES.
One of the biggest challenges in a service organization We all know it takes longer to reach a destination depending on the
is ensuring the continuous improvement of services time of day. Speed profiles provide detailed information on travel
and processes. time differences related to days of the week and time of day.
Newton guarantees greater efficiency, improvement of the This helps optimize routes even more, plan appointments more
most important KPIs, and customer and employee satisfaction. reliably, and increase the productivity of the service engineers.
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01
Guaranteed to be better!
Newton AI. Newton uses AI (Artificial Intelligence) to support call centers, for repair suggestions. The optional results and information
dispatchers, resource scheduling, spare parts management, include:
engineers and customer self-service portals with targeted data n Spare parts and/or service kits
and information for fault identification and/or repairs. n Exploded views showing fault locations or spare parts
The web service, providing analysis and forecasting models, n Relevant technical documents/text reference(s)
can be integrated into service processing via API or confi- n Repair duration
guration. Newton makes it possible to identify fault causes more quickly
Depending on context and level of integration, Newton can and more accurately so that qualified recommendations can be
be used for the analysis of the problem description (free made for the repairs needed. This means that the availability of
text, symptoms, codes etc.) which is then used as a basis required spare parts can be checked before a service engineer’s
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appointment is made. If necessary, the parts can automatically Before the implementation in a service organization Newton is 01
be ordered for the visit and an appropriate appointment be individually trained. Existing knowledge is taken into considera-
made. In addition, spare part recommendations are made avail- tion. Training of Newton and the resulting subsequent optimi-
able to the engineers, to simplify the Service Reports creation. zation are part of the “Introduction Package” we offer customers
Advantages and benefits at a glance: at a fixed price. Newton can be trained in the local language of
Prevention of “unnecessary” engineer visits
n the respective countries, taking regional market- and custo-
Best possible supply of spare parts needed by engineers
n mer-related specifics into account.
Reduced repair times by means of targeted information
n
Less documentation time by the engineer
n We would be happy to provide further information on request.
Higher first-time fix rate
n
Increased customer satisfaction
n
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Fahrzeit: 3:25 Std.
02
Fast and on time where you
are needed. Speed profiles. Dispatching and route optimization have always been core ele- required for a particular route at a particular time on a particular
ments of efficient Field Service solutions. Precise scheduling and day of the week. They take constantly changing traffic conditi-
route optimization are not merely self-purpose, but in fact one ons into account, processing real-time data received from other
of the most important leverages for reducing engineers’ journey vehicles and navigation systems to provide continuous updates.
times and increasing productive working time. Speed Profiles make sure that tours are optimized according to
Precise route optimization that takes real-time traffic conditi- real traffic conditions at a particular time of day on a particular
ons into account is equally as important when ensuring reliable day of the week.
scheduling of customer appointments, and that engineers arri- For example, if an on-site visit requires an engineer to use a tun-
ve at the agreed time. nel, busy bridge or section of road or highway that is congested
Speed Profiles provide accurate information on the travel time at certain times, it can make sense to transfer the visit to the tour
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of a different engineer based further away, who would never- n Reduction of “time pressure” on engineers 02
theless require less time to get to the assignment. n Increased adherence to agreed customer appointments
This reduces travel times, and increases the engineer’s pro- n Greater customer satisfaction
ductive working times, with the additional effect that engineers
arrive on time for their appointments – a direct contribution To use speed profiles an update of the tour optimization service
to increased customer satisfaction. and the related digital map data is required. We would be happy
Advantages and benefits at a glance: to provide further information upon request.
n Travel time calculated depending on time of day and day of
the week
n Optimization of travel time (reduced)
n Optimization of productive working time (increased)
Confidential – Copyright © GMS 2019 9A D E TA I L E D LO O K AT T H E A D D I T I O N A L F E AT U R E S
S U M M E R R E L E A S E 201911.5. 10.5. 11.5. 12.5. 13.5.
03
Mouse-over popup window for all
essential information The most important information about an appointment or order is now displayed quickly
and readily in a pop-up window. Simply move the cursor over an appointment in the planning
board to display the pop-up window automatically.
The details displayed in the pop-up window can be configured via field sets that require the
corresponding admin rights. The details of the order, appointment or installed base displayed in
the pop-up windows can individually be configured. Dispatchers can quickly and easily access
the relevant information in the planning board.
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Identify appointments and
their status at a glance They say that a picture says more than 1,000 words – and the same goes for resource
scheduling and tour planning. They provide an at-a-glance view of large amounts of data
related to an engineer’s workload, appointments and tours.
The flexible configurable color scheme means that the planning board can display detailed
information in a clear, meaningful way. For example, various colors can be used to highlight
different types of appointments and orders, their priority and respective current status.
This saves time, increases transparency and helps dispatchers to identify critical appointment
situations straight away and reliably. The color configuration is displayed in a detailed color
legend screen.
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Scalable performance for fast
appointment suggestions The performance of Service1’s already highly optimized algorithms for capacity and route
planning has been improved in the new release. By using Cluster Technologies (for load
distribution of the distance calculation), computer performance can be adapted to handle
increased processing loads. This scalable performance guarantees short response times for
the calculation of appointment suggestions and best possible tour planning, even when
a greater number of users are logged in.
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Rule-based inventory optimization for
engineer/vehicle stocks The key to a high first-time fix rate is the availability of spare parts for an on-site visit. For this
purpose, engineer/vehicle spare part stocks, inventory and replenishment are regularly adapted
to current requirements. The content of spare part assortments (stock profiles) depend on the
qualification and the engineer specific operation area. Manual adjustment is often required for
spare parts that are present in multiple stock profiles.
The new feature enables the rule-based optimization of inventory and replenishment manage-
ment for spare parts of this kind. The rules controls the calculation of minimum, alert level and
maximum quantities for replenishment stock profiles, keeping the inventory at the best possible
level in accordance with the set rules.
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Simplified registration of
spare part consumption Back-office staff can plan the spare parts required for an on-site visit and send a list of
suggested parts to service engineers, giving them targeted information about the parts
which may have to be replaced. The required information can be transferred to the
Service Report quickly and easily by the click of a mouse.
The order-related suggestion list gives engineer teams a complete overview of spare parts,
from which individual engineers can select the parts they have actually used and transfer
the data to their respective Service Reports.
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Temporarily open/close material requisition
for regional warehouses Engineers are often supplied with material from a regional warehouse. Large service organizations
generally have several warehouses and more than one ERP system. In the past, if there was a
regional ERP system unavailable (e.g. because of a scheduled maintenance) the interface to
materials management had to be temporarily shut down. All regions were affected in this case.
With the new feature, the part request interface for a region can be switched on or off separately,
allowing normal operations in all other regions and ERP systems to continue smoothly. When the
closed interface is activated again, all queued/pending transactions will be processed. The new
function significantly increases efficiency by allowing maintenance work on ERP systems to be
carried out without any impact on regular operations in other regions.
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Follow-up activities with
supplementary free text Engineers can report required follow-up activities already by a pre-defined picklist.
With the new release, additional information can now be entered into a free text field.
This feature will simplify the communication between engineers and back-office
staff and reduce the number of clarification callbacks.
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External authentication for
mobile service users Engineers can report required follow-up activities already by a pre-defined picklist. With
the new release, additional information can now be entered into a free text field. This feature
will simplify the communication between engineers and back-office staff and reduce the
number of clarification callbacks.
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Set-up of new mobile service
users now even faster Setting up a new mobile service device usually requires the one-time transfer of large
quantities of data, namely master data that engineers will then be able to access offline for
order processing, which are then updated automatically during normal operations.
Thanks to a number of improvements, transfer and loading times for the initial data migration
have been reduced significantly. It has been possible to reduce these times by as much as
90 %, particularly in areas with low data network performance.
Confidential – Copyright © GMS 2019 19PREVIEW
W H AT TO E X P E C T I N T H E N E X T R E L E A S E
Nothing could be easier. And if it could be, then we’re working on making it happen.
NEWTON SPEECH. PARTNER PORTAL.
Much of a service engineer’s “unproductive” working time is taken up by Do you work with service partners on an occasional or permanent basis?
organizational and administrative tasks. Newton Speech is a ground- If so, our Service1 Partner Portal offers you the right platform and functions
breaking new way of helping engineers to accomplish their service tasks. for the fully integrated scheduling and control of your partner business.
Whether your engineers are at home, on the road or with the customer – The Portal can be used to transmit service orders to partners and support
Newton Speech provides them with exactly the information they need to task processing with everything from assignment scheduling to reporting
prepare and carry out their service assignments: appointments, route plans on completion. This will give you a totally transparent overview of your
and assignment schedules, information on customers, devices and orders, Partner Business and its performance.
spare part data and much more besides. Newton Speech understands
and speaks your engineers’ language – and will enhance their long-term Last but not least, the Partner Portal is also scalable, so it can be flexibly
performance in a completely new way. adapted to current market developments at any time.
We would be happy to send you more information about the changes we plan to include in the release scheduled for winter 2019 on request.
Confidential – Copyright © GMS 2019 20S U M M E R R E L E A S E 2019
L E G A L N OT I C E
CONFIDENTIAL NOTIFICATION
All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical,
including photocopying, recording, or by any information storage and retrieval system, without written permission from GMS Development.
CHANGE NOTIFICATION
All dialog functions, processes and internal data structures or picklist values described in this document are subject to change. GMS Development
reserves the right to optimize and extend the application and processes without further notification. The release notes will contain
a detailed description of all modifications and new features.
Confidential – Copyright © GMS 2019 21GMS Development GmbH
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D-33102 Paderborn
Phone: +49 (52 52) 9891- 0
Fax: +49 (52 52) 9891- 19
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