Feb 17, 2021

Aquant is Helping Turn Your Workforce into Service Heroes

ServiceMax
Aquant
William Smith
2 min
Aquant is Helping Turn Your Workforce into Service Heroes
CEO and co-founder Shahar Chen discusses Aquant’s role in service transformation and its partnership with ServiceMax...

Aquant works with service organisations to help them deliver the best service possible, as CEO and co-founder Shahar Chen explains. “Every service provider wants a roster full of experts. Service leaders monitoring cost, customer satisfaction, and other KPIs want to send out their best technicians because they know that the most experienced field engineers complete jobs quicker and at a lower cost. But there aren’t enough experts to go around.”

This is where Aquant comes in. The technology helps shrink the skills gap and create a dream team of expert problem solvers. Right now, there’s only a small number of standout experts or service heroes in every organization. But they are overwhelmed. They can’t be in the field doing what they do best while simultaneously training new employees. 

Aquant takes all the information about how the best field service and call center agents do their job, combines that with vast amounts of other service data, and analyses all that information—quickly. Aquant then makes all that insight available to everyone across the service organization. 

“We then use the information to create smart recommendations, which allows someone who joined the organization yesterday to gain the experience of someone at the job 20 years,” adds Chen.

Aquant is a key partner for ServiceMax, having worked together for several years. “From the beginning, we found there was a common language between the companies. It stems from the fact that both companies grew from field service management,” says Chen. “We address the same market, reach out to the same kind of companies, and talk about the value in almost an identical way - but we attack these challenges from different angles.”

The two approaches are inherently complementary. “Aquant takes data from existing systems, including ServiceMax, analysing that information in order to identify patterns and then suggest the most likely solutions to each problem.”

Going forward, Chen expects the role of AI in the industry to increase, but he emphasises that this is not at the expense of people. “There's a common mistake that AI is here to replace people. Instead, AI works alongside your team, helping them do what they do best—solve complex problems and make the smartest decisions based on each service situation,” says Chen.  

Share article

Jun 18, 2021

Microsoft: Building a secure foundation to drive NASCAR

Microsoft
NASCAR
3 min
Racing fans can expect the ultimate virtual experience as a result of the partnership with Microsoft and NASCAR

Microsoft is a key partner of The National Association for Stock Car Auto Racing (NASCAR) and together they are driving ahead to create an inclusive and immersive new fan experience (FX).

These long-term partners have not only navigated the challenges posed by the COVID-19 pandemic with the use of Microsoft Teams and Microsoft 365, but are now looking to a future packed with virtual events to enhance the FX, well beyond NASCAR’S famous Daytona racetrack. 

“Together, we've created a secure environment that's allowed for collaboration, but the future is all about the fans”, said Melinda Cook, General Manager for Microsoft South USA Commercial Business, who cited a culture of transparency, passion, adaptiveness, and a growth mindset as to why this alignment is so successful.”

“We've partnered to create a fluid, immersive experience for the users that is supported by a secure foundation with Microsoft in the background. We are focused on empowering and enabling customers and businesses, like NASCAR, to reach their full potential. We do this with our cloud platform which provides data insights and security.”

“Our cloud environment allows NASCAR to move forward with their digital transformation journey while we are in the background,” said Cook who highlights that Microsoft is helping NASCAR

  • Empower employees productivity and collaboration
  • Improve fan engagement and experience
  • Improve environment security and IT productivity
  • Improve racing operations

 

Microsoft Teams, which is part of the Microsoft 365 suite, enabled employees to work remotely, while staying productive, during the pandemic. “This allowed people to provide the same level of productivity with the use of video conference and instant messaging to collaborate on documents. Increased automation also allows the pit crews, IT, and the business to focus on safety, racing operations, and on the fan experience,” said Cook.

“We have started to innovate to create a more inclusive fanbase, this includes using Xbox to give people the experience of being a virtual racer or even leveraging some of the tools in Microsoft Teams to have a virtual ride along experience.”

“These environments are how we create a more inclusive and immersive experience for the fans. We're working on a virtual fan wall which allows people from new locations to participate in these events,” said Cook, who pointed out Microsoft was also helping bring legacy experiences alive from NASCAR’s archives. 

“At Microsoft we can take it one level further by letting fans know what it's like to see the pit crew experience, the data and all the behind-the-scenes action. We will continue to improve automation with machine learning and artificial intelligence, from marketing to IT operations to finance to racing operations,” said Cook.

Christine Stoffel-Moffett, Vice President of Enterprise Technology at NASCAR, said: “Microsoft is one of our key partners. They have been instrumental in helping the NASCAR enterprise technology team re-architect our Microsoft systems to ensure an advanced level of security across our environment, contribute to our business outcomes, and focus on fan experience.”

Share article