Field service management is undergoing a profound transformation, fueled by rapid advancements such as artificial intelligence (AI), augmented reality (AR), the Internet of Things (IoT), and automation technologies.

New technologies and the benefits and questions that arise alongside them were on full display at the Field Services Management Expo in late August this year. Expo stands, and sessions were abuzz with talk of how new technologies can boost performance, including sessions on data-driven decision-making (from Ben Clark, Director Works & Engineering Services at Barossa Council) and predictive maintenance and AI (thanks to Anthony Price, National Operations Manager – Network Integrity & Facilities Management at Ventia).

The expo provided an invaluable opportunity to meet with people from across the industry to share wisdom, questions, problems, and solutions around the drive for technological innovation.

 

The cohesive challenge

Amid this innovation surge, a pivotal question arises: how can you ensure these technologies and devices work cohesively to deliver their full potential to your organisation? Or, to put it another way, how can you avoid the mess of a patchwork of solutions that sit in isolated silos and just don’t work together well? The benefits offered by today’s technology revolution are substantial – and so are the potential pitfalls.

The allure of adopting new technologies one by one can lead to an unintentional patchwork of incompatible tools, which may store different kinds of data in different ways or may not be able to communicate with each other. Such a fragmented approach can hinder efficiency, obscure the bigger picture, and limit the workforce’s ability to fully leverage the potential of these technologies. Customers nowadays expect cohesive service experiences reminiscent of the fluidity of the big omni-channel retail companies. Achieving this level of seamless integration for a service business requires deliberate planning and expertise.

The NetSuite + Next Service Solution

Consider setting up a smart home. Maybe you’ve heard this story before or experienced it yourself. There’s a smart washing machine, a smart TV, a smart fridge, a smart vacuum cleaner, and 17 light bulbs…each potentially with a different manufacturer and operating system. Managing all these devices by themselves could be a constant battle. Then, the Google Home app came along and solved this integration problem, bringing all these devices together in one control panel that is easy and simple to control. NetSuite + Next Service works the same way for the smart tools of your trade. Once everything is connected to this core system, all the devices can be operated from a single platform in real time and trigger alerts, jobs, and work orders. The best is that since all data collected from these devices is centralised, it can be instantly used for dashboards, reports and workflows.
NetSuite stands apart by offering a unified platform that seamlessly connects all areas of business operations, from inventory management to sales and finance. Unlike platforms centred solely around CRM or FSM, NetSuite is inherently equipped to accommodate the holistic demands of modern enterprises.

Next Service is a fully integrated field management solution designed for businesses in field service and construction industries that operates natively within NetSuite’s ecosystem. Unlike external apps that rely on complex integrations susceptible to miscommunications and breakdowns during system updates, Next Service works as an integral part of the NetSuite platform. Just turn it on, and it seamlessly becomes an intrinsic part of your workflow.
Klugo are experts in NetSuite, Next Service and field service, meaning they are ideally placed to guide businesses in this industry in adopting and implementing the latest technology solutions for operational efficiency and customer satisfaction.
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The power of integrated field service

Consider the scenario of asset management, where IoT sensors provide real-time data on equipment performance. With Next Service seamlessly integrated into NetSuite, this data triggers a cascade of actions. The system identifies required parts, initiates orders, tracks warehousing progress, assigns technicians, schedules tasks, and even handles invoicing processes. This streamlined approach transforms complex operations into a turnkey solution.

One of the main benefits of integrating ERP with IoT is the ability to access real-time data. IoT devices collect vast amounts of data from various sources. When combined with a centralised platform, this data can be processed and analysed instantly, providing businesses with up-to-the-minute information on their operations.

Convergence of AI & AR

Integrating AI-backed tools and AR/VR technologies with NetSuite revolutionises field service management. Technicians armed with augmented reality glasses can access real-time information on equipment, providing live customer service remotely. Predictive maintenance, a hallmark of IoT, utilises AI and sensors to detect anomalies and predict equipment failures before they occur.

This convergence of technologies culminates in efficient service delivery and increased technician’s efficiency. The power of AI lies not just in automation but in its potential to drive efficiency while maintaining personalised experiences.
AI-driven algorithms can help to improve accounting efficiency and financial control, like NetSuite Cash 360, powered by ORACLE’s AI, to streamline cash management in NetSuite. Cash 360 provides real-time cash visibility and quick, accurate short-term forecasts. With a customisable dashboard showing key data, it simplifies cash flow management, aiding daily operations, employee payments, and investments. This automated feature enhances accuracy and efficiency in cash flow management.
 

Unlocking assistive technologies

“Assistive technologies” is an umbrella term for tools or devices designed to augment the capabilities of field service workers, helping them perform their jobs more efficiently and effectively. Tools such as smartphones and AR glasses enhance collaboration, real-time documentation, and customer payment processing. Companies are also exploring more futuristic technologies, such as augmented reality (AR) glasses that display helpful information about the equipment technicians are servicing.
Mobile technologies enable the integration of performance management tools into field service, tracking employee efficiency and process improvements. These tools, previously challenging due to fieldwork limitations, now facilitate metrics tracking, travel times, and service profitability, enhancing workplace operations.

The predictive maintenance revolution

Predictive maintenance, enabled by IoT sensors and predictive analytics, transforms traditional field service by allowing machines to signal when maintenance is needed, reducing downtime, lowering repair costs, and enhancing safety.

This approach utilises sensor data, which is analysed using machine learning and statistical techniques to identify potential issues before they become major problems. By collecting this data in an ERP system, maintenance teams can predict when equipment will likely fail and schedule a maintenance job before a breakdown occurs. This predictive maintenance is particularly valuable in field service, where machines are often in challenging environments.

Additionally, scheduling optimisation is becoming more efficient with the help of field management software like Next Service, which incorporates optimisation algorithms, enabling better productivity, reduced delays, and narrower service-delivery windows, provided comprehensive data and valid assumptions are available for optimal results.

Conclusion

The call is clear: if you’re considering investing in smart devices for your trade, ditch disjointed systems and embrace integrated solutions.

The rapid advancements in AI, AR, IoT, and automation are poised to revolutionise field service management, making it more efficient, profitable, and enjoyable. To fully harness the potential of these technologies, it’s crucial to avoid fragmented, incompatible tools and instead integrate them into a centralised control platform.

Together with NetSuite, Next Service offers a unified solution that seamlessly connects all aspects of your business operations, from inventory management to service management, procurement and finance. This core system, boosted by assistive technologies, can streamline processes, enhance productivity, and improve customer satisfaction.

To successfully leverage the power of NetSuite and the integration with transformative technologies, partnering with experts like Klugo, who understand the field service industry, is essential. Klugo bridges the varied latest technological innovations and business needs, providing a unified business solution.

In a rapidly evolving landscape, integrated solutions are not just advantageous—they are indispensable.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Systems overload: why SMEs need to step up their tech game to improve productivity and customer experience?

It used to be possible to manage a field service business with a patchwork of different tools bolted on, or even with simple spreadsheets and word processing documents. But as the pace and complexity of the industry increases, and your business grows, these solutions start to cause more problems than they solve. Those problems include: 

• Templated idiosyncrasies. Cobbled together systems are set up according to how various people like to work and their idiosyncrasies. These variations in behaviour can create disconnects between individuals and departments, further complicating your systems.
• Training. The process of training staff members in such a setup can become a significant challenge. When relying on a disparate and disconnected custom network of tools, each staff member must be individually trained in the system by your own bespoke training processes – there are no external experts on your particular patchwork approach.
• Time consuming and confusing. The multitude of tasks involved in managing a growing business, such as handling parts, invoices, quotes, reports, scheduling, and follow-ups, can quickly become overwhelming. When these tasks are scattered across separate systems and files that don’t communicate with each other, maintaining and cross-checking data becomes a time-consuming and confusing endeavour in itself.
• Delays. Delays are a common issue faced when operating with a fragmented system. Waiting for each team member to manually enter and share their information, as well as duplicating and cross-referencing data, significantly slows down the efficiency of the business. ‘Unexpected’ delays can arise due to staff absences, errors, inconsistencies, and oversights, further slowing your business’ velocity.
• Failing to meet customer expectations. Digitalisation has drastically changed customer expectations when it comes to data and service delivery. Customers now expect quick access to information and services, along with high-quality and comprehensive responses. ‘Cheaper’ systems that mean a business fails to meet these expectations can have huge costs through negatively impacting customer satisfaction and loyalty.

It’s all about your customers

Technology is rapidly changing the way we live and work, and the Field Service Management (FSM) sector is not immune. It’s not only the technology that’s changing; so are the make-up, skills and experience of our teams. The growth of diverse field technician teams presents unique challenges for businesses. Coordinating different skill sets, ensuring effective communication, and maintaining a customer-centric culture become paramount within a large and disparate organisation. With proactive change management, expert support and the right tools, you can turn these challenges into a competitive advantage for your business. With a strategic approach, every hour and dollar you invest in modernising your team will reap your business rewards. And if you don’t embrace change, you risk falling behind your competitors who are responding to client needs and managing the experience through the latest technology. Embracing change and adopting a customer-centric approach are pivotal for success in FY23–24. Customer satisfaction is not just about delivering services; it is about creating an experience that leaves a lasting impression. A customer-centric culture ensures that all decisions and actions are geared towards meeting customer needs and expectations. Field service businesses can drive customer-centric innovation by:

• Prioritising Customer Needs. Understand customer pain points and preferences to tailor service offerings accordingly.
• Empowering Technicians. Equip field technicians with the tools and information they need to provide exceptional customer experiences.
• Emphasising Continuous Improvement. Encourage a culture of continuous improvement and learning, enabling teams to evolve with changing customer demands.
• Leveraging Technology. Find the technology solution to automate processes, streamline workflows, and enhance customer interactions.

Find and implement the right ERP

Use these as your guiding principles when selecting your team management solution. Updating your technology will turbo-drive your business’ future success – if you focus on finding the right tools for your teams and thus your customers. It’s not about the software; it’s about the wins that software can deliver for you – and your customers.

• Templated consistency. Look for an enterprise resource planning platform (ERP) that systematises processes and data structures, ensuring that everyone within the organisation works in a standardised manner, using uniform terminology. The best fit will be one that was specifically designed for the field service industry, like Next Service + NetSuite.
• Ongoing support. Klugo believes strongly that our duty to customers begins, not ends, with the implementation. Our customers benefit form support from our Australia-based team, from training and fixing bugs, to customising upgrades. Our team handles all deployments and support, our customers work with Industry experts who embody a service-first philosophy.
• Frictionless and streamlined. Next Service has been designed to be frictionless experience, with a consistent and intuitive interface and functionality. Really intuitive and easy to learn. This approach allows your staff to focus their attention on meeting customer needs rather than struggling with a complex system.
• Dynamic and instant. Keeping up with the modern demands of field service management, Next Service is dynamic and instant. It is optimised for mobile devices such as smartphones, tablets, and laptops, ensuring that technicians can access the platform regardless of their device. With dynamic and customised forms and templates, organisations can ensure that technicians follow proper procedures and always have clear guidance on what to do.

Kickstart your ERP implementation project.

In the fast-evolving landscape of the FSM industry, it’s essential to consider kickstarting your ERP implementation project. As automation allows for onshoring and the industry becomes more automated, your key to growth is investing in leading technology, like NetSuite + Next Service, that will enable you to be leaner and can grow with you.

ERP projects catalyse cultural transformation and operational enhancements within organisations, particularly advantageous for large teams. ERP can streamline processes, promote data-driven decision-making, enhance collaboration, and foster a customer-centric focus. By embracing change, driving customer-centric innovation, and leading through transformation, field service businesses can optimally manage large field teams.

Australian service companies embracing such changes have more chances to achieve market leadership. According to Deloitte, companies prioritising digital transformation are 26% more profitable. ERP implementations, however, pose challenges like complexity, data migration, costs, and customisation dilemmas. Overcoming these hurdles through careful planning, effective change management, and an expert implementation partner like Klugo can lead to success, positioning field service businesses for sustainable growth and competitive advantage.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

Field Service Management (FSM) has undergone significant technological changes over the last 50 years – from clipboards to mobile apps – but in the employment sphere, FSM remains an industry trapped in the past, with only 2% of women employed as field sector workers.

But technological advances mean there are really no rational reasons why women should not be employed in the sector and see FSM as a career choice, a very promising one where they can succeed both in the field and at commanding heights.

The 14th Field Service Management Summit 2023 presented a golden opportunity for FSM leaders to participate in thought-provoking conversations, gain strategic insights, and build valuable networks, particularly for women.

The summit carried a unique theme of supporting and celebrating women in the field services industry, highlighting the transformative power of female leaders such as Next Technik CEO Annaliese Kloe, who are breaking gender barriers and driving change in FSM.

The lack of gender diversity in the FSM industry has meant a lack of diverse perspectives and untapped potential. Women’s empowerment and representation remain crucial for achieving not only gender balance, and promoting inclusive workplace cultures, but in finding super HR resources in a period of nearly full employment. And that’s the challenge for the sector: creating a new culture and driving change that opens up the industry to greater opportunities for women and the sector itself.

Cutting off half of the available workforce and their skills, ambition, and drive is self-defeating. Gender-balanced teams bring creativity and innovative problem-solving, making them better equipped to tackle the challenges of a dynamic industry.

Annaliese Kloe’s journey to becoming the CEO of Next Technik serves as a great example of how to employ and empower women in FSM. Annaliese recognised early on the importance of attracting and building a diverse and inclusive workforce to the success of her FSM technology business. And that meant hiring capable and intelligent women who could quickly develop the technical skills and industry knowledge necessary to be successful in a predominantly male-dominated space.

“My mother, Di Kloe, was one of the first women to take on an executive role in manufacturing in Australia, as co-founder of Headland Machinery. She taught me that it’s never about gender in business, but more about the role and who is best to do it well.”

And that strategy has paid dividends: 47% of Next Technik’s staff and 50% of its leadership team are women. Next Technik’s successes have seen it grow from an Australian operation with under 15 staff to over 70 staff serving customers across the globe. This is something to be celebrated, particularly in the tech world.

“What you’re looking for is the right values match, aptitude, and transferable skills, like digital skills, time management, and interpersonal skills. When it comes to leaders, we evaluate their potential to fill higher roles or develop professionally.”

The FSM Summit 2023, with its spotlight on women in the industry, was an ideal platform to have conversations about how to address gender disparities and promote inclusivity in the industry. The panel discussion: ‘Transforming the Workplace to Get More Women on the Job’ brougth together an impressive list of industry experts: Bonita Carroll (Research Fellow, University of Western Australia), Lisa McKiernan (Program Delivery Manager, Urban Utilities), Amanda Nuttall (Business Improvement Lead, Optus) and Janet Cribbes (Chief Executive Officer, Tradeswomen Australia). This panel explored the challenges faced by women in FSM and strategies for creating a more inclusive and diverse workforce.

The conversation opened up to the audience, inviting attendees who had their say on the most pressing topics:

• Removing bias in the hiring process: should gender neutralisation in recruitment be promoted?
• Hiring and retention: tools to attract women (and men) to front-line roles
• The power of flexibility: rethinking scheduling tools to support women in their careers
• Shared experiences: working in a male-dominated world

This interactive session provided a valuable opportunity for attendees to share their experiences, insights, and best practices, fostering a collaborative environment to drive positive change and support women in the field services industry.

Reflecting on removing bias in the hiring process, Annaliese says: “There is no room for bias in the hiring process if you want to build a successful company. And ensuring that women have a voice at the leadership level is essential. My experiences working in a previously male-dominated industry make it easier for me to relate to other women entering the industry and adapt our culture to support their success.”

“Many women are naturally empathetic, and leaders who practise empathy get more from their teams since they are focused on solutions rather than problems and punishments. It also comes as no surprise that teams rally around leaders who treat them with respect and care. Empathy is a trait people, both men and women, are born with (and recruiters can look for), but it is also a skill people can cultivate (with the help of mentoring and coaching).”

Annaliese emphasises customer-centricity and the power of data-driven decision-making when thinking about best practices for the FSM industry. Annaliese’s passion for creating a more inclusive and diverse workplace culture has led Next Technik to take proactive measures to attract and retain women talent in FSM roles.

“It is important to be proactive about nurturing future leaders,” said Klugo CEO Annaliese Kloe, “a favourite part of my job has always been mentoring and coaching women who exhibited leadership talents. But you do not yet find a lot of women at the intersection of technology, manufacturing, and field services, so it is necessary during the recruiting process to seek out talented women who can bring a level of diversity and a different perspective to the table.”

While the FSM Summit provided a catalyst for generating meaningful conversations, exchanging ideas, and exploring innovations, the effort to foster inclusion and support women in FSM must extend beyond this event. Companies must commit to continuous endeavours to break gender barriers and create an environment where women can thrive and excel.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.

In today’s fast-paced and competitive business landscape, effective asset management is crucial for Field Service Management (FSM) companies to stay ahead of the curve. The challenges of tracking, managing, and optimising assets can be overwhelming without the right tools in place,

In this article, we will explore how NetSuite and Next Service offer a powerful solution for optimised asset management, and why working with Klugo, industry experts in FSM, NetSuite, and Next Service, is a must for field service companies looking to invest in world-leading technology.

 

The struggles of asset management without ERP technology

Field Service Management (FSM) companies without ERP (Enterprise Resource Planning) technology struggle to effectively track, manage, and optimise assets. It can be confusing finding the right solution for your business and staying up to date with the latest ideas and technologies.

And then there’s the question of choosing between an Enterprise Asset Management Systems (EAMS) and Computerised Maintenance Management Systems (CMMS). Which do you need? Typically a company that manufactures, installs and maintains machinery requires a robust EAMS, and one that only provides maintenance requires a CMMS. But why limit your business opportunities? A CMMS and an EAMS are both important components of asset management. If you’re looking to grow your business, select a solution that can scale with you, incorporating both types of systems within one solution. Such a solution ultimately reduces capital and operating expenditures for businesses that implement it. Very few platforms offer both; NetSuite + Next Service does.

Imbema: A success story in optimised asset management

Imbema, a family-owned business based in the Netherlands, faced challenges with their diverse business units involved in lubrication, piping, cleaning, climate control, gas detection, road construction, and more. Before implementing NetSuite and Next Service, each business unit was using separate manual processes to manage their service operations, resulting in disjointed systems and redundant data entry.

Imbema recognised the need to modernise their service activities and chose NetSuite for its robust features, customisation flexibility, and ability to handle complex workflows. To address their field service needs seamlessly, Imbema selected Next Service due to its ability to configure support for a wide range of functions, including work orders, scheduling, asset management, billing, reporting, and analytics.

The business impact of Next Service for Imbema

With Next Service and NetSuite working together on the same platform, Imbema experienced a host of positive outcomes:

1. Workflows. Imbema could create fully integrated processes from start to finish, simplifying tasks such as scheduling, completing work orders, and generating invoices. This streamlining led to significant administrative time savings.
2. Scheduling. Next Service’s scheduler proved invaluable for efficiently allocating jobs to technicians, ensuring high volumes of periodic maintenance tasks were scheduled accurately and preventing tasks from being overlooked.
3. Asset Management. Next Service’s asset management capabilities helped Imbema track customer assets, manage return merchandise authorizations, and schedule regular maintenance tasks. This led to a 20% increase in contractual activities fulfilled and improved revenue.
4. Reporting. Next Service and NetSuite’s seamless data sharing enabled Imbema to produce better reports much faster, providing executives with greater transparency into profitability and performance.
5. Inventory. Next Service facilitated smoother inventory management, with real-time tracking and reduced discrepancies in audits of actual stock levels.

Next Service’s impact at Imbema has been wide-ranging and remarkable. “Next Service and NetSuite work together on the same platform to help us simplify and standardise processes among very diverse businesses that have little relationship to each other,” says Koos Verkleij, Director Service & Solutions at Imbema.

“When we create service cases, schedules, customer assets, and tasks, everything is stored inside of NetSuite, so all of this information is seamlessly available for billing, inventory, and financial reporting.”
Koos Verkleij, Director Service & Solutions at Imbema.

Why you should choose Klugo as your implementation partner?

The nub of the issue isn’t just choosing the right software, it’s making sure you effectively implement and work with that software. Imbema’s success serves as a powerful example of how industry experts like Klugo, specialising in FSM, NetSuite, and Next Service, can transform asset management and streamline field service operations. When you work with a local Australian partner that has specialised in the industry for more than a decade, you have the benefit of engaging in meaningful industry-savy conversations with experts and learn how to optimise and customise ERP for your FSM business.

Klugo’s expertise in implementing NetSuite and Next Service, along with their commitment to customer success, ensures that your business can maximise asset management efficiency and excellence. Klugo can be a catalyst for your business management team, generating conversations, exchanging ideas, exploring innovations, and diving into technical depths – all critical components for success in implementing ERP for the FSM industry.

Conclusion

Don’t miss this chance to learn from the best in the industry. Embrace the power of ERP technology tailored to your business needs and explore how we can help you unlock the full potential of optimised asset management for your FSM company. The future of your field service business begins with a conversation – seize the opportunity now.

 

About Klugo

NetSuite + Next Service

Klugo’s vision is to unlock the full operating potential of our customers to maximise the value of their business. We do this by helping them achieve operating excellence using NetSuite + Next Service, the world-leading cloud ERP and FSM business platform for small-to-medium-sized businesses.