Services

Oil & Gas is an extremely wide and resource challenged industry with critical operational challenges. Precious time can be compared to black gold itself; substantial competitive advantage can be achieved by improved efficiency. The Oil & Gas industry having many operational challenges and they manifest themselves through lengthy order to cash cycles, low utilization and revenue per field resource numbers, high bill contestability and difficulties delivering and supporting customer commitments.

Advanced Technology trends in the Oil & Gas Industry emerged due to changing operational procedure and industry challenges. There are several field service challenges arises in main streams like Upstream, Midstream & Downstream. Therefore, the requirement of innovative technology, cost reduction, high performance & time consumption are more important on the bases of problems or challenges identified in various streams of production & operations across the industry life cycle.

Why should Field Service adopt Digital Solutions?

With the increase in production & demand, operational producers are facing critical issues in the entire Oil & Gas industry journey. Out of many challenges, Field Service tasks are getting messy due to the increasing number of technical errors and failure of physical devices. Every field engineers and technicians were assigned with multiple task like asset management, field inspection & spare parts inspection etc.

Field Service solutions are designed for efficient use of bandwidth & computing power also creating minimal network impact. Reporting functionality helps users to focus on repeatedly problematic sites and periodic inspection.

Challenges that Oil & Gas Industry need to address

• Duplicate data entry: Feeding data in multiple systems leads to errors, delays in invoicing, higher costs, customers experience
• Changing business: Continues innovation in Oilfield businesses service
• Need for Speed: Speeding up invoicing & collecting field tickets or use mobility devices to capture offline or online field information
• Staff turnover: Difficulty in sourcing experienced staff. Payroll or expense reimbursements may increase the miscalculation
• Increasing regulation: Payroll changes, taxes & safety precautions Etc. all increase the regulatory burden
• Invoicing problems: Getting field tickets from the field takes time, delaying invoices and impacting electronic invoicing

Benefits of Digitizing Field Services

Field Services faced limited visibility into its offshore field servicing operations and sought to improve utilization and up-time of its equipment. To achieve this the Field Service companies, deploy a mobile, offline-enabled solution that allowed access to service information while offshore. This helps in achieving real-time accounting for time and materials, faster invoicing, as well as custom reporting for quick forecasting which results in 50 percent reduction in forecasting time.

Key Benefits of having a good Digital Field Service Solution

• 10% Increase in productivity by enhancing digital technology
• Technologies could redefine the field service culture
• Reduce overstocking costs; improve parts visibility and workforce utilization; reduce administrative overheads; and increase efficiencies
• Provides a 360-degree view of assets, optimizes asset management, increases remote service efficiency, and reduces operational expenses
• Predicts parts and asset failure and automates diagnostics based on fault codes and past service history
• Provides base visibility and monitoring, including the average time to failure, parts performance, and many more
• The right solutions connect asset performance management (APM) and connected field services (CFS) platforms and integrate into current asset management (and other) systems to provide a holistic and seamlessly integrated platform

Adoption of Innovative Technologies

Digital technologies adoption needs business culture maturity, which requires additional qualities to adopt to changes, several reasons for the delayed adoption of it in the Oil & Gas industry.

The current downturn in the Oil & Gas business has further constrained the industry. The field administrators are looking forward to advanced technologies for help.

“Digital Oilfield” a preferred methodology in Oil & Gas industry has contributed to 13% increase in productivity, this made economic recovery of the oil fields possible.

Digital innovations technologies like Big Data, Cloud Computing, AI, Industrial Internet of Things (IIoT), Industry 4.0, Mobile innovation, Sensor and Automation are going to bring significant changes to the Oil & Gas industry.

Reasons why Oilfield Services company consider Dynamics 365?

Dynamics 365 is not just one solution for one aspect of the business. It is a cloud platform capable of outpacing competitors on multiple fronts, from back office accounting, to managing bids, contracts, work orders, billing and even sales relationships. Built in the Microsoft cloud and alongside Office 365, it delivers on reporting, business intelligence, machine learning, AI and predictive analytics at a scale that other products just cannot compete with.
 

There is a reason Microsoft Dynamics 365 is the fastest growing technology platform in the oilfield services sector!

A robust ERP like Dynamics 365 for Operations having the capability to capture an enormous volume of data and transaction information. Dynamics 365 having Systems of engagement for sales and field services data collection & even more. Advantage of the sensor, GPS, mobile and partner-fed data streams, can’t be processed manually as per the expected time period through spreadsheets and paper pencil mode. Using Dynamics 365, field service company can provide competitive solution to Oil & Gas industry where every dollar, time, and manpower count. Whether you looking to effectively manage demand supply, inventory, efficiently dispatch technicians and track their activity, streamline invoicing, integrate with field service platforms, or anything in between the Dynamics 365 could be an ideal technology platform for Oil field services sector.

From Analysts to Operators, the vote is in:  Augmented Reality has arrived in the Energy Sector

Augmented Reality, or AR, is known to most as the less glamorous sibling of virtual reality. However, as virtual reality shifts into the consumer market targeting the gamer world, AR steps into the spotlight as a business tool many companies are employing. AR has become a part of enterprise workforce training. It simulates on-the-job experience and offers performance support to better train employees for when they are in real-time situations. The implementation of AR technology in the oil and gas and field services industries has proven to companies and their employees that it is a smart asset to invest in. More and more companies are realizing the wide array of benefits that AR technology offers. IDC predicts that 25 percent of field service techs will use augmented reality by 2020.

ABI Research expects that the total augmented reality market revenues for the energy and utility industries will grow up to $18 billion by 2022. Companies including Chevron, British Petroleum, and General Electric are among the businesses paving the path for AR. Baker Hughes, a GE Oil Company, is using an AR Smart Helmet in the field. It is a safety helmet with a visor that can display photos, video streaming, and schematics. It has wireless headphones and a microphone attached to the helmet, as well as a wireless helmet camera so engineer experts can provide assistance. RealWear also has AR hard hats with clients including Shell, Volkswagen, State Grid, Airbus, Walmart, and Lexus. It also recently announced an $80 million Series B equity and debt round spearheaded by Teradyne, and companies including Bose, JP Morgan Chase, Qualcomm, and Kopin Corporation also participated.

Microsoft HoloLens 2 for Oil and Gas Services

Smart glasses are another augmented reality initiative taking the oil and gas and field services industry by storm. BP is one of the major companies that has implemented smart glasses into their workforce. They have adopted a software platform created by the Israeli company Fieldbit. Technicians in field service use this technology through AR glasses, mobile devices, and web browsers. Another set of smart glasses taking the industry by storm is the Microsoft Hololens 2. The Hololens has been used by the U.S. military as well as Airbus since the first edition of the glasses, and now Mattel and Buick are beginning to use the new and improved smart glasses in their own business processes.

The Hololens was designed specifically to be sold to corporations for front-line workers, not consumers. It has new and revamped technology with a wider field of view, higher comfort level, flip-up visor, artificial intelligence tools, manipulation of holographs, and eye-tracking. Eye-tracking can measure eye movement and can be used to directly interact with virtual objects.

As the largest commercial cloud business in the world, with over $38 billion of revenue, Microsoft is making a point to connect its new Hololens with the cloud. With the new Hololens, Microsoft collaborated with Spatial to allow isolated users to meet in a virtual meeting room as 3D avatars. In the meeting room, users can interact with one another and the AR space with touch and voice commands. The avatars are designed to allow users to work as if they are face to face. With the Microsoft Dynamics 365 layout app, the objects will be saved through the cloud and available at a location, cloud anchor, where all users can access the document on any device. Users can then go into it at different times to edit or leave notes on documents or objects. Mattel, a toy manufacturer, and Trimble, a logistics firm, are already using this feature in their companies.

With smart glasses and helmets, companies can change the way they operate. With AR, companies can improve how they train and educate their employees. Technicians can use their AR device to access operating and repair procedures, as well as service instructions. The AR device can then display an overlay of the instructions on the environment and break down tasks into an easy-to-understand, step-by-step process. Additionally, technicians can be trained while accomplishing a task, which can be referred to as “in situ” training. Along with instructive AR capabilities, this technology has remote service capabilities.

Remote Service Capabilities

Through the device, technicians can call engineer experts and have the expert guide them through procedures of maintenance, inspection, repairs, or setups. This allows companies to be more cost and time-efficient. Crucial issues are addressed immediately with no downtime and companies do not have to pay costly fees to send an expert out to an oil rig. AR can also provide employees with simulated pre-made training scenarios. These training sessions can improve knowledge retention and cut traditional training costs. They provide realistic training for dangerous situations, which can test employees’ safety protocols as well as develop their execution of procedures in the event of an emergency.

It’s becoming increasingly important to focus your operations around customer service and satisfaction. According to 85% of organizations, the most competitive differentiator is customer experience. The quality of the products and services that we provide are always going to be important, but things have changed. Many customers base their loyalty not on price or product, but on the quality of service. If you want to deliver excellent CX, you need to meet and exceed the expectations of your customers. Omni-channel service programs can enhance CRM strategies and improve CX to exceed those expectations.

What are customers expecting?

We’re all customers, and none of us want poor service. What customers want is a great service that is not only fast and accessible but effortless. A contact center survey conducted by Deloitte found that the two attributes that contribute most towards effortless transactions are accuracy and quality of the information provided and ease of interaction.

Organizations that provide omnichannel service recognize that customers might need help anytime, anywhere, and on whatever device or channel available to them. Providing multiple channels of customer service allows customers to choose the option that best firsts their needs and preferences. It’s important that you are providing service channels that your customers use. The more channels you provide, the more options they have.

Omni-channel service isn’t just multiple channels.

Providing consistent service is a must. Many organizations provide multiple channels of communication but have siloed data for each channel. Without a formal omni-channel service program, there is the risk of inconsistent interactions across multiple channels. That inconsistency can confuse or frustrate customers and require them to repeat themselves. It can also reduce the productivity of staff due to inefficient and unorganized interactions across various channels.

An Omni-channel service approach simplifies the customer experience. Omni-channel service integrates multiple channels of communication to provide service representatives with a holistic view of a customer’s interactions with the company. This allows for the service rep to provide the customer with a seamless and consistent experience across all channels of communication.

Adapt to the pace of the customer. Expand your channels.

How are you and your customers communicating? Mail? E-mail? Phone? Live chat? Those are four of the common channels, but about half of all companies use at least seven different channels in their CX channel mix. Self-service options, mobile channels (SMS text messages, mobile web, mobile apps) and social media are all relatively new channels that are continuing to grow. Each of these channels should be considered as they can provide a unique type of service to customers. Including these channels in your omni-channel service program works to promote consistent communication.

“Customers are known for their wavering habits, in terms of loyalty and demands. With less than half of respondents expecting to rely on the phone, this signifies an expansion of complexity and contact volume, all at the customer’s convenience. This makes it vital for contact centers to be nimble and adapt at the pace of the customer.”
– Andy Haas, Customer Operations Leader, Deloitte Consulting LLP.

Self-Service

Customers are increasingly demanding that companies can provide them with service that is quick, efficient, and accurate. Even so, self-service channels are becoming more popular as many customers opt to look for solutions to simple issues on their own. Comprehensive FAQ pages and chatbots are becoming common tools to assist customers.

Virtual assistants and chatbots are rapidly maturing, and they will be able to handle even more complex customer interactions as they continue to improve. For now, they make a good first point of contact to help customers resolve simple issues. Companies should still make sure to have agent-assisted channels to help address the more complex issues.

Mobile

SMS Text messages are often used as a one-way channel for organizations to communicate with their customers and provide updates for various tasks. It’s a quick and convenient method of communication that can reduce the need for calling and waiting in a service queue to check the status of an order. It can also provide cost savings to organizations as it can be cheaper to support SMS than a phone line.

Social Media

Social media has grown and evolved, making it easier than ever for people to share their opinions (along with pictures of their lunch). Social media plays an important part in CX as a way for customers to engage with organizations they are interested in. Responding to customer comments on social media can help make the customer feel that their opinions are understood and can further increase their loyalty and engagement.

The real advantage of social media for organizations is that it is a fantastic channel to gather customer feedback.

Dynamics 365 for Customer Service

This December, Microsoft is releasing a public preview of the new Omni-Channel Engagement Hub. This cloud-based service will enable companies to instantly connect with customers through live chat and SMS. The Omni-Channel Engagement Hub provides a unified interface for agents to better engage with contacts across multiple channels.

“In addition to enabling operational efficiency and visibility, Omni-channel Engagement Hub delivers intelligent insights consisting of information gathered across various engagement channels and the underlying business data. It also enables supervisors to manage agent productivity and channel efficiency by creating, managing, and tracking relevant channel-specific and cross-channel KPIs. “

Microsoft’s Omni-Channel Engagement Hub extends the power of Dynamics 365 for Customer Service to create a consistent, unified experience for customers.

For more information about how Sopris and Dynamics 365 can improve your customer service, E-mail us today.

In a previous post on Omni-Channel service, I mentioned that customer service and satisfaction is becoming an increasingly important point of focus. Outside of the regular contact channels for customer service, field service technicians are perhaps the most important touch-point between company and customer.

Field service technicians are more than just the hands that do the work; they are the face that the customer sees. It’s safe to say that a large part of customer satisfaction lies in the hands of the technician.

So what can field service technicians do to improve customer satisfaction? Here are three simple ways where many technicians fall short.

Be prepared and do the job right

Being prepared for the job includes having the right information. Previous service history, parts and repair knowledge, and predictive maintenance data are just a few things that can help. The solution might be creating an effective schedule to match the technician who is best suited for the work order.

Getting the job done right on the first visit saves time and resources. The faster and more effective the service is delivered, the happier the customer will be.

While faster service helps, it is not worth sacrificing the quality of work for faster completion times. Focus on preventing future service issues that would require a return visit. It might increase the time a technician spends on site, but it also increases customer satisfaction when they don’t have to deal with downtime and frustration from reoccurring issues.

Make it easy for the customer

Harvard Business Review wrote that a large part of customer satisfaction and building loyalty comes from reducing the effort the customer must do to get the problem solved. One way to reduce the effort a customer deals with is by using IoT remote sensors to provide proactive service before a problem occurs.

It’s also important to be able to provide the customer with information. Look at auto repair and service stations. Even if you are just getting an oil change or regular servicing, it’s common practice at many of these stations to do a quick vehicle inspection. The inspection allows the customer to know the condition of various components in the vehicle and any issues they might not be aware of. It also creates an opportunity for the auto shop to do additional maintenance work on the vehicle.

The same applies to field services. A field service technician should inform the customer of the current state of equipment and any work that was done. Complementing that information with recommendations or advice helps to communicate product knowledge and competence.

Field service technicians and soft skills

Saying that soft skills can help improve customer satisfaction seems like common sense as customer service has been a focus for many industries. But for field services and other industries that are more technical in nature, soft skills are generally ignored or put on the back burner.

Many field service technicians could make better use of their soft skills when interacting with customers. Apologizing for any problem with parts and empathizing with the needs of the customer are two simple ways. A proper introduction when meeting the customer and a “thank you for doing business with us” can both go a long way.

The simple fact is that any professional who interacts with a customer should have at least basic soft skills. And since field service technicians are representing the company, it is important they make a good impression. The words, actions, and appearance of field service technicians can make all the difference in how customers see your company.

Rain clouds and thunder clouds have always mattered to roofing and other specialty contractors, but in today’s world, the Microsoft Azure cloud can be just as important. One slows things down while the other speeds things up.

If you’re a contractor of any kind, then you know that the pressure is on like never before. Pressure to protect margins, to deliver increasingly complex projects and to find and retain competent employees that deliver consistently. Technology continues to play a major role across all of these areas and has become “table stakes” for specialty contractors that want to grow profitably.

Only roofing contractors or all specialty contractors?

There are literally dozens of construction and contractor categories and often, specialty contractors cross over into one or more segments. Simply put, specialty contractors are accountable to deliver a specific job which is most often part of a larger construction project.  Roofing contractors are a great example of specialty contractors who often share similar business and technology challenges.

Some great examples are:

• Plumbing, Heating, and Air-Conditioning (HVAC) providers
• Painting and Paper Hangers
• Electrical Contractors
• Masonry, Stonework, Tile Setting, and Plastering
• Carpenters and Flooring Contractors
• Roofing Contractors (as well as Siding, and Sheet Metal) Concrete Work
• Special Trade Contractors (Glass and glazing work, excavation, demolition, steel erection, and more are lumped into special trade contractors.)

Specialty contractors aren’t only responsible for the initial project. They are typically responsible for the long-term maintenance, repair, and upkeep of the completed project.

NAICS Definitions (North American Industry Classification System)
The Specialty Trade Contractors sub-sector comprises establishments whose primary activity is performing specific activities (e.g., pouring concrete, site preparation, plumbing, painting, and electrical work) involved in building construction or other activities that are similar for all types of construction, but that is not responsible for the entire project. The work performed may include new work, additions, alterations, maintenance, and repairs. The production work performed by establishments in this sub-sector is usually subcontracted from establishments of the general contractor type or operative builders, but especially in remodeling and repair construction, work also may be done directly for the owner of the property. Specialty trade contractors usually perform most of their work at the construction site, although they may have shops where they perform prefabrication and other work. Establishments primarily engaged in preparing sites for new construction are also included in this sub-sector.

Top Technology Challenges for Specialty Contractors that Microsoft Dynamics 365 can help with.

According to ENR, contractors and specialty contractors can expect 2019 to look much the same as 2018 in terms of availability of work, materials prices and the headaches that come with meeting tight schedules in the face of ongoing workforce challenges. 2018 was a high-growth year across the board, so good news for 2019.

Specialty contractors preparing for high growth are “getting their technology ducks in a row” to deal with expected challenges, like the following.

Challenge #1: Securing and retaining the right talent

Granted, this isn’t entirely a technology challenge, but the right talent management solution can help drive a much more efficient recruiting, on-boarding and HR workflow. Dynamics 365 for Talent is a cloud solution that allows specialty contractors to attract and on-board skilled candidates regardless of size. With some claiming that the entire US construction industry is short some 1.5 million workers, this isn’t a place to go it alone.

Challenge #2: Keeping formal project communications and other important records safe and available.

Another important job that Microsoft solutions do well and cost-effectively. From SharePoint and OneDrive, to full-blown Project Service Automation, Microsoft Dynamics 365 clearly provides the most comprehensive software suite for project-driven businesses. Because these tools are all built in the Azure Cloud, the information is extremely secure and disaster-proof. Records are easily kept on your local computer and synchronized instantly to your own cloud network where they can be accessed from wherever you are, regardless of the device (your phone, your laptop, your PC, etc.).  Yes, roofing contractors do check their email while on top of your house.

Challenge #3: Finding and implementing software that fits the business.

Anyone can go to the Microsoft website and view write-ups, demos and other presentations that explain the value of Microsoft Dynamics 365 for construction companies and specialty contractors. It’s easy and you should.

However, a successful selection and ultimate implementation of complex ERP, bid management, customer service or project management solutions requires a proven hand. Microsoft partners like Sopris understand how to adapt these solutions to your business size, processes and growth goals. Understanding the software isn’t enough. Be sure to find a partner that can demonstrate a history of success implementing solutions for companies just like yours.

Challenge #4: Reporting across the project portfolio.

Reporting can be as big or small of a challenge as you’re willing to make it. Smaller contractors tend to make decisions on the fly, or by looking at simple spreadsheets. Larger contractors deal with larger staffs, many projects running simultaneously and competing vendors. Regulatory compliance, contracts management, services agreements and performance milestones quickly go beyond what can be managed in a collection of manual spreadsheets.

Dynamics 365 provides flexible, scalable reporting right out of the box. Tools like PowerBI allow customers to increase reporting value exponentially without breaking the bank. It provides interactive visualizations with self-service business intelligence capabilities, where end users can create reports and dashboards by themselves, without having to depend on information technology staff or database administrators.

A Special Partner for Specialty Contractors

If you’re looking to learn more, please reach out and an expert from Sopris will help you to get the answers you need. Involved since day one, Sopris was among the first technology partners to deploy Microsoft Dynamics field service and project-centric solutions. Since 2006, we’ve worked exclusively with services companies where we have developed a level of expertise and customer satisfaction that is unmatched.