Field service vehicles are used across the globe and by businesses of many types to set up, install, enable and maintain their products, services and applications. Yet, both the supply chain and the value chain often fall apart in the field. There’s got to be a better way.
This was the premise behind a recent trial by Alcatel-Lucent (News - Alert) and Chorus in New Zealand to see if better field service automation and efficiency could come from a connected service vehicle (CSV).
The idea was that warehouse operations could be improved with better field service automation and visibility. Installation processes could be improved from better digital technology. And device management processes could be improved with better connectivity and remote access.
The solution that Alcatel-Lucent came up with is detailed in a recent application note, Innovation 2020 – The Connected Service Technician. In this first of a two-part series we look at the solution. In a following posting the results of the trial will be examined.
At a high level the solution looks as follows.
Source (News - Alert): Alcatel-Lucent Application Note: Innovation 2020 – The Connected Service Technician
First, the CSV solution used the Motive Field Tech Console to provision, run tests and troubleshoot circuits with the tap of a button on a tablet in the field. This capability enabled major time savings during the installation process.
Second, the CSV used the Motive Unified Device Manager for centralized control. This allowed for centralized updates to tablets that field technicians used to enter workflow information, display e-forms, run tests, provision, collaborate via video, and view training content. It also helped remotely lock or wipe devices as needed.
Third, the CSV used Apptricity Field Services to make service vehicles intelligent by bringing enterprise solutions to the field. The system integrated and streamlined asset, inventory and work order management for start-to-finish tracking and control across the value chain. It also included ThingMagic RFID technology to interrogate RFID tags.
Fourth, the solution Vidyo (News - Alert) videoconferencing to connect field service technicians with guidance from more experienced techs as needed and others within the company.
Finally, the CSV system tested by Alcatel-Lucent used the Velocix (News - Alert) Content Delivery Network (CDN) to push tutorials, documentation and updates to field service technicians so they always had the latest info and support needed to efficiently perform their work.
Together, the connected service vehicle system deployed for the test proved a rousing success. As noted, in the second part of this two-part series why the characterization of this is an accurate description.
Edited by Peter Bernstein