Pushing

Field Service
Management
Boundaries
GENERATING NEW BUSINESS
VALUE THROUGH FSM, IOT
AND SECURITY INTEGRATION
TABLE OF CONTENTS

1. INTRODUCTION ........................................................................................................................................................................................................... 4
2. ADOPTION OF INTEGRATED FSM/IOT SOLUTIONS ....................................................................................................................... 6
3. FSM & IOT INTEGRATION - THE CHALLENGE ...................................................................................................................................... 7
4. COMARCH FSM WITH IOT & SECURITY MODULES ........................................................................................................................ 8
A. SOLUTION MODULES ................................................................................................................................................................................ 10
B. SYSTEM WORKFLOW ................................................................................................................................................................................. 12
5. USE CASE 1: SITE ACCESS MANAGEMENT .......................................................................................................................................... 14
A. PASSIVE SITE MONITORING ................................................................................................................................................................. 16
B. ACTIVE SITE ACCESS MANAGEMENT .......................................................................................................................................... 19
6. USE CASE 2: SMART LIGHTING SOLUTION FOR A EUROPEAN CAPITAL CITY .................................................... 22
7. USE CASE 3: HOME CARE SERVICE ......................................................................................................................................................... 26
A. THE BENEFITS OF COMARCH INTEGRATED HOME CARE SERVICE ................................................................. 28
B. HOME CARE SERVICE - INTEGRATION WITH COMARCH FSM,
FSM MOBILE, IOT ENABLEMENT AND BEACONS ............................................................................................................. 29
8. SUMMARY ....................................................................................................................................................................................................................... 31
 INTRODUCTION

For the past few years we have observed a growing need for enterprise systems that
can help to manage an increasing number of employees, connected devices and
physical assets, while maintaining the highest security standards. Some of these issues are
addressed with field service management (FSM) solutions, increasingly often with
the support of the Internet of Things (IoT). However, many companies have not yet realized
the potential in the data associated with IoT. On top of that, broader integration with
security infrastructure and systems is also lacking. In this book, we highlight our way
of dealing with these issues through a comprehensive fusion of FSM, IoT and cybersecurity.

4
FSM.COMARCH.COM
FIELD SERVICE MANAGEMENT (FSM) INTERNET OF THINGS (IOT)

is a system for coordinating field operations, allows devices to communicate with software
resource management, strategic planning, applications and each other. It is built using
and asset tracking through a network of a combination of networks that comprise data-
cloud-based platforms and interconnected gathering sensors, devices, big data, analytics,
mobile devices. and cloud computing, which communicate via
secured and encrypted channels.

5
 ADOPTION OF INTEGRATED FSM/IOT SOLUTIONS

By applying data from IoT devices, FSM systems
can transform from being reactive and process-
driven into proactive service enablers. As sensor
equipment and data gathering techniques
become more advanced, insights and alerts
from connected devices in the IoT ecosystem will
become a service standard.
However, despite the advantages that come
with closer IoT and FSM integration, companies
have so far been slow to implement these
technologies, or have done so ineffectively.
The latest survey by Forrester1 highlights some
of the core issues.
Only around 50% of surveyed companies collect
data from their IoT devices
Just 33% of the companies use the collected data
to create actionable insights to bring value
Companies concentrate mostly
on the technical challenges of connectivity
rather than the business value that may be
derived from analytics
The majority of companies see data security
as a major issue, yet only 33% have taken
measures to protect their data

1
Simplifying the Complexity of IoT. A Forrester Consulting
Thought Leadership Paper Commissioned By Xively By Logmein,
June 2016.

6
FSM.COMARCH.COM
FSM & IOT INTEGRATION - THE CHALLENGES
Comarchs experience in field service
management and IoT confirms these results.
Years of expertise have given us a unique
perspective and understanding of why some
companies are not utilizing IoT and FSM
functionalities to their full extent.
The IoT market is fragmented and requires
the combination of components
from different vendors
Platform and interface integration with
third-party systems is often an issue
Lack of experience in selecting relevant data
for business optimization
Data are often unavailable when and
where needed
7
 COMARCH FSM WITH IOT & SECURITY MODULES

We address all of these issues in our joint FSM, Out of the box integration
IoT and security implementations. These solu- of components
tions are comprehensive, yet designed as flexible
building blocks, so clients can select what they Easy deployment of
need from the list of proprietary devices, systems the entire solution
and functionalities we offer. Such an approach
to solution configuration allows on-demand Seamless and robust connectivity
scalability and adjustments as a given project between system components
evolves. Additionally, single-vendor end to end
implementation guarantees. Data integrity

At the core of this comprehensive system lies Comarch FSM

a powerful scheduling, staffing and workforce support platform.

8
FSM.COMARCH.COM
 AUTOMATED
SERVICE
DISPATCHING
IoT
MODULE
ALARMS
DIRECT ACCESS TECHNICAL PARAMETERS
TO SENSORS
SENSOR LOCATION
DATA FROM
SENSORS
DATA FROM
SENSORS

DATA FROM
SENSORS

CUSTOMIZED
SENSORS

CUSTOMIZED
SENSORS

CUSTOMIZED
SENSORS

CONNECTED SERVICE CONNECTED CAR SMART HOME SMART CITY INDUSTRY 4.0

Comarch Field Service Management with an IoT Module

9
 SOLUTION MODULES

TROUBLE
CAR TRACKING CRM INVENTORY ERP TICKET ECM

APPOINTMENTS/ NETWORK WORK

GPS POSITIONS RESOURCES DOCUMENTATION
WORK ORDERS DATA ORDERS

ORDERS RESOURCES AUTOMATIC TIME MAPS REPORTING

AND TASKS DISPATCHER MANAGEMENT

DISPATCHER TECHNICIAN MANAGER

10
FSM.COMARCH.COM
 ORDERS AND TASKS TIME MANAGEMENT AUTOMATIC DISPATCHER
Work order and task details: Tasks and field resources in Predefined rules to assign resources to tasks
location, customer, SLAs, combined calendar view automatically
attachments, attributes Field staff availability registering and Assignments based on defined business goals:
Real-time synchronization between tracking SLA, priority, costs, etc.
web and mobile tools Color-coded travel time and Triggered by task creation
Filter-based work order and task browsing task duration or resource availability change
Full support for API-based changes Drag and drop schedule High efficiency of bulk schedule changes
manipulation
Automated flagging of orders and tasks Route optimization based on
Simple manual assignment resource-leveling algorithms
Real-time tracking of task execution Optimal assignment of resources to field
and back-office activities

RESOURCES MAPS FORECASTING REPORTING

Skill set management
Easy resource allocation and
assignment to
hierarchy structure
Mobility support
Service regions
Management of resource timeline
Geocoding and driving
time calculation
Work orders and field staff locations
on digital map
Field staff GPS position in real-time
Link to task details directly from
the map view
Workload forecasts based on data
already gathered
Used to predict required resources
based on available skills and
working area
Automated options to address
forecast results
Dashboard as a set of widgets
for real-time reporting
Reporting engine based on
Comarch reporting system
with reports designer
Ad-hoc and scheduled reports,
automated e-mail distribution,
instances library

11
 SYSTEM WORKFLOW

Comarch FSM originates from the telecommunications industry, and in addition

to supporting customer service it has also been adapted to work with network
elements. Generating work orders can be automated through APIs in integrated
CRM systems. When the work orders are defined, the system automatically assigns
relevant and optimized field and back-office resources in accordance with previously
established business rules, which are created based on criteria such as resource
availability, employee skills and location, agreed SLAs and KPIs. Once analyzed,
the work order information is sent to technicians mobile devices, allowing these
specialists to reach their destination using an integrated navigation system.
Technical personnel are supported and guided through the entire process
by Comarch FSM Mobile app, allowing the timely provision of work orders, diagnostic
reports and customer data, which can involve external systems as well as checking
the parameters of services installed on a customers premises. When assigned
work orders are successfully accomplished, technicians prepare completion reports,
which are subsequently forwarded to the auditing module to determine the final
score for the employees performance.

The main advantages of Comarch FSM lie in its flexibility in workflow design,
module choice, automation options and validation parameters. To increase its value
for corporate clients, Comarch FSM is designed to integrate easily with CRM, inventory,
ERP, trouble ticket and ECM systems. We are taking full advantage of Comarch FSM
and its added functionalities in some of our latest implementations.

12
FSM.COMARCH.COM
COMARCH FSM MOBILE
FSM Mobile allows technicians to download,
view and manage assigned work orders.
Employees are immediately informed about all
schedule and task requirement adjustments.
The app contains a powerful gamification engine
that displays real-time information regarding
technician performance in relation to expected
standards, and provides an immersive and
motivating challenge to employees.

Through FSM Mobile, technical staff have access to:

nn Work order types, service location and

appointment time
nn Customer data
nn Task status
nn Messages from dispatchers and managers
nn Detailed schedule
nn Achievements and work statistics

13
USE CASE 1:

SITE ACCESS
MANAGEMENT
SITE ACCESS MANAGEMENT

One instance of customized implementation PROJECT GOALS:

of our FSM, IoT and security solutions focused
on intelligence gathering and providing Securing access to key facilities and
relevant information to staff is our Site Access dynamically granting entry to employees
Management project, which was carried out
for a telecommunications operator. The system Monitoring facility access
as a whole is configured to respond dynamically
to employees actions, and gathers data from Optimizing field staff
sensors installed throughout the companys task performance
premises.
Allowing predictive maintenance
Unlike many solutions put together from
on the companys premises, thanks to data
different components supplied by numerous
intelligence and analytics
vendors, it is easily integrated, provides access
to relevant business data, and enables easy
process optimization and accommodation of
legacy devices.

Site Access Management comprises several

elements, and is unique in that it allows
both passive monitoring and active site
access management.

15
 PASSIVE SITE MONITORING

Passive site monitoring is a combination of software and hardware components.

It allows supervision of access to the network location, brings in options
to improve technicians productivity, and gives more insight into employees
daily activities. Passive site monitoring features three main elements:
Comarch FSM, Comarch beacon, and Comarch FSM IoT Module.

The integrated Passive Site Monitoring solution is used to perform and schedule
predictive maintenance. Technical field staff receive notifications on FSM Mobile
regarding scheduled maintenance of hardware installed in a remote location.
When the field worker enters the range of Comarch beacon with an active instance
of FSM Mobile application, they are notified of the proximity of the object requiring
maintenance. The employee receives a maintenance notification, after which
the task is automatically assigned. Field staff can also see a detailed description
of the object, and perform remote diagnostics with results readily available in
FSM Mobile.

Moreover, the integrated IoT Module used for beacon management ensures
that only authorized personnel are allowed to connect with the beacon,
and the server is notified when and to whom access is granted. IoT Module also
provides the possibility to expand the service and integrate additional external
sensors or devices that might help to both control access and improve on-site
device diagnostics.

16
FSM.COMARCH.COM
FSM IOT MODULE
FSM IoT Module is an Internet of Things solution
based in the cloud. It enables easy, secure
and scalable connection of physical objects
IoT devices and computer-based systems.
This unique environment makes connected
industry and smart home concepts a reality,
allowing data from billions of IoT devices to be
gathered, stored, exchanged, and analyzed by
IoT Enablement Module.
nn Uniform data management, data security and
IoT device integration
nn System owners can share APIs with partners,
customers and end users to create
value-added services on top of the module
COMARCH BEACON
Comarch beacon is a token-like device, enabling
app alerts by continuously transmitting location-
specific radio signals.
Comarch beacon anables timely provision of con-
textualized and location-specific data. It facilitates
and streamlines field technicians work by:
nn Pushing notifications regarding scheduled tasks
Locating objects faster, by providing detailed
nn
instructions via notifications
nn Remote diagnostics and gathering data from
network objects or external sensors
nn Monitoring access to network objects
 IoT ENABLEMENT

BEACONS
TASK AUTOMATIC
ASSIGNMENT

APP

BLUETOOTH PREVENTIVE
CONNECTION MAINTENANCE
ASSET TASK

Site Access Management Solution

18
FSM.COMARCH.COM
ACTIVE SITE ACCESS MANAGEMENT

Active site access management components comprise additional systems

and hardware that help ensure a companys physical and logical security:
Comarch Identity and Access Management (IAM) and Digital Key.

Users authenticate their entry using Digital Key. Managers can send requests
to grant or refuse access to defined facilities and employees through
Comarch FSM. FSM subsequently sends the access requisition for a set time
period to Comarch IAM, along with a new work order for the employee
at designated site. When workers approach the facility door integrated with
Digital Key, they authorize their entry with a mobile device running an instance
of mobile cryptographic token software by fingerprint recognition or entering
a one-time generated PIN code.

Digital Key, responsible for controlled door access, communicates with Comarch
IAM to grant entry if credentials are authenticated. When Comarch IAM identifies
a security breach based on signals from Digital Key, it performs one or more
predefined actions, such as setting off the alarm or notifying security.

Comarch IAM integrated with Comarch FSM allows easy, real-time changes
to access conditions and security breach responses, and facilitates adjustments
to authorized personnel lists.

19
COMARCH IAM
Comarch IAM is an identity access management
system that provides advanced methods for user
authentication, authorization, and management.
It offers top of the line elliptic curve cryptographic
methods to secure access to servers, applications,
and devices. Together with Digital Key, the system
is used to bar or grant access to physical locations.
DIGITAL KEY
Digital Key is a software-hardware security infra-
structure consisting of mobile cryptographic tokens
and the Comarch IAM-electric strike lock integra-
tion mechanism.
 INTERNET
CONNECTION

DIGITAL KEY
CRYPTOGRAPHIC
TOKEN

ELECTROLOCK

BLUETOOTH VERIFIED IN
CONNECTION REAL TIME

DIGITAL KEY

Active Site Management Solution

21
USE CASE 2:

SMART LIGHTING SOLUTION

FOR A EUROPEAN
CAPITAL CITY
SMART LIGHTING SOLUTION FOR A EUROPEAN CAPITAL CITY

During the past few years we have observed PROJECT GOALS:

many attempts at the optimization and
streamlining of city lighting systems, including Lowering municipal electricity costs
the wide adoption of LED lamps and intelligent,
remotely controlled lighting systems. Reducing implementation time
With our most recent implementation we
went one step further, by adding a combination
Enabling predictive maintenance and
of modern FSM and IoT functionalities to
lamp servicing
the existing Comarch Smart Lighting solution.
Such systems, apart from driving down
Minimizing technician idle time
energy costs, turn lamps into nodes in the
wider, multi-functional smart city network.
Integrating legacy infrastructure
Improvements in this area enable demand-
driven lighting, adjusting ambient light
depending on traffic volume or using lamps
as signaling devices for maintenance purposes.

23
 The system was implemented in one of the European capitals. It comprises
several elements its key hardware component is Comarch Smart Lighting (CSL)
module, which is installed on the poles and connects to the lamps power supply.
The module is responsible for power monitoring and fault detection,
and is equipped with an ambient light sensor.

Comarch CSL acts as a connected device in the IoT ecosystem, managed by

Comarch FSM IoT Module, which allows to flexibly define the desired system
behavior in a simple if-then approach. The IoT Module ensures end to end
data and communication security, supports various communication standards
and protocols, and, because it is based on open APIs, increased scalability
and flexibility of the solution. Together with Comarch FSM, these features can be
used for preventive maintenance scheduling as well as technician authorization
and device authentication.

Due to its use of mesh topology, in which all nodes cooperate in data distribution
and can quickly reconfigure themselves if one is damaged, the electrical
network can easily deal with situations such as damage caused by a storm or
traffic accident.

24
FSM.COMARCH.COM
The system was designed to reduce implementation time as much as possible.
All lamps and modules come with easy to follow assembly instructions, readily
available in the FSM Mobile app. The app enables offline and online installation,
and guides technicians through the process. All lamps have a unique QR code
and package marking that allows them to be paired easily with modules and
poles, and to be identified unambiguously through the platform. Technicians
can be guided through geolocation in the offline mode, and all the changes
they apply to the lamp or module are automatically uploaded to the platform once
the app is back online. Additionally, there is an easy signaling system for instances
in which lamps are not correctly configured. The entire process is optimized
to reduce costs by minimizing technician idle time and lowering the time required
for staff training.

Smart lighting systems with FSM functionalities can save up to 30% in

electricity and implementation costs. They can be controlled remotely through
the platform, allowing easy customization in the form of new business rules,
system behaviors and sets of conditions under which these occur. These conditions
can be dependent on input from a wide array of motion, humidity, temperature
and smoke sensors.

25
USE CASE 3:

HOME CARE
SERVICE
HOME CARE SERVICE

Comarch Home Care Service is a healthcare

solution that aims to support the independence
and well-being of patients who are recovering
after a hospital stay, or need additional help
to remain safely in the comfort of their homes.
Domiciliary care involves a number of activities,
such as providing patients with personal care,
medication, meals, positive engagement and
support to maximize mobility.

Our system is designed to facilitate the work

of healthcare professionals responsible for
patient care, and to ensure their highest
working standards.

27
 THE BENEFITS OF COMARCH INTERATED HOME CARE SERVICE
Support more efficient use of home care workers
through improved scheduling and resource
management
Reduce the time spend scheduling and
communicating schedules
Allow monitoring of actual
time spent on visits
Provide appropriate management information
to support service delivery and governance
28
Provide assurance by highlighting
missed/late visits
Facilitate communication
with a dispersed workforce
Support the better management of
externally provisioned care at home services,
including billing for these services
Provide real-time two-way interfaces
with other council systems in use
FSM.COMARCH.COM
HOME CARE SERVICE - INTEGRATION WITH COMARCH FSM,
FSM MOBILE, IOT ENABLEMENT AND BEACONS

Healthcare professionals are assigned to home THE COMARCH HOME CARE SUITE ALLOWS:
care tasks through Comarch FSM automatic
dispatcher module, which bases its decisions Enhanced scheduling
on factors such as staff availability, skills required,
preferred route, means of transport, SLAs, etc. Visit verification
Each service can be assigned a list of preferred
and excluded employees. The system fully
Well-being measurement
supports route optimization. It selects optimal
routes to and from the task in terms of time and
Efficient information sharing
resources saved.
Using real-time data to keep home care
workers up to date with schedules and
visit requirements through mobile devices

Observations can be recorded and

communicated to office-based
staff immediately

29
 We deployed our solution as a scheduling and monitoring service supporting
the management and delivery of daily care services. To meet all of the outlined
project goals, we again brought together Comarch FSM with the FSM Mobile
app, the FSM IoT Module and Comarch beacon.

This home care suite allows enhanced scheduling, visit verification, well-being
measurement and efficient information sharing. It utilizes real-time data to keep
home care workers up to date with schedules and visit requirements through
mobile devices, while observations can be recorded and communicated to office-
based staff immediately.

Healthcare professionals are assigned to home care tasks through Comarch

FSM automatic dispatcher module, which bases its decisions on factors such
as staff availability, skills required, preferred route, means of transport, SLAs,
etc. Each service can be assigned a list of preferred and excluded employees.
The system fully supports route optimization. It selects optimal routes to and from
the task in terms of time and resources saved.

30
FSM.COMARCH.COM
Field workers receive new task notifications through FSM Mobile, which provides
all necessary information regarding the assignment. Beacons are located on
the premises of patients homes, and send a signal which is recognized by FSM
Mobile once employees arrive. FSM Mobile sends data recovered from Comarch
Beacon to Comarch FSM, which recognizes the beacon connected to the home of
the service user. Visit information, such as entry and exit times, visit duration and
details of the field employee, is stored in Comarch FSM and accessed easily through
the real-time widget or the reporting module.

Field workers are also obliged to report task progress (changing status and
filling in pre-defined questionnaires), and this information is readily available to
the office system users. Communication between field workers and the back-office
team is further facilitated by the live chat and notification system of Comarch FSM.

31
SUMMARY
IoT data can provide real benefits, including
1 5
improved business processes and a highly
targeted, personalized customer experience
management.
Integrating FSM, IoT and Security allows
2
companies from various industries to increase
revenue or identify new revenue opportunities.
6
The presented solutions can generate value
3
across the board by utilizing process and data-
oriented analytics, while the building blocks
architecture allows flexibility for adjustment
and expansion.
7
All presented solutions are based on a set of
4
standard building blocks which allow the easy
extension of the solution with further IoT and
field service management scenarios limited
only by creativity of analysts and the business
value of the implementation.
Architecture based on universal building
blocks allows changes of the use scenarios
whenever required by the evolving business
environment. Service providers do not risk an
investment which cannot be quickly aligned
with new goals and processes.
The combination of FSM, FSM Mobile, IoT and
IAM modules as well as connected devices,
creates a comprehensive solution which covers
a multitude of possible use scenarios from the
sensor level to management platform, all in
one suite.
The introduction of such defined IoT,
cybersecurity and FSM systems to the company
doesnt require any new tools or training for
end users. Comarch FSM, with all its extensions,
simplifies and automates field processes
without necessitating the adoption of new
technologies, which makes transition periods
much smoother for the enterprises on their way
to optimized field workforce management.
 CONTACT US
Visit www.comarch.com for
the contact information of our
offices in the following countries:

Albania Japan
Austria Luxembourg
Belgium Malaysia
Brazil Panama
Canada Poland
Chile Russia
China Spain
Colombia Switzerland
Finland UAE
France UK
Germany Ukraine
Italy USA

ABOUT US

Comarch is a stable, experienced provider of innovative IT solutions for multiple industries, including telecommunications, banking, financial
& insurance companies, airlines, petrol stations, utilities, healthcare and SMEs. It has more than 20 years experience designing, implementing
and integrating IT solutions to some of the worlds largest brands including Telefnica, Vodafone, BP, Deutsche Telekom, Diageo and
Unilever. With customer references in 60 countries on 5 continents, Comarch is a trusted business partner for any IT transformation project.

Copyright Comarch 2017. All Rights Reserved

Learn more about Comarch FSM at:

fsm-enquiries@comarch.com | fsm.comarch.com