The past year has cultivated many personal and professional changes. No person or industry has been untouched. Even field service has embraced seismic changes as a result of the ongoing global pandemic. For many field service organizations, being dispatched to the customer’s location to diagnose and resolve an issue became more complex than ever before. In response, a shift began within field service to less hands-on, more remote, and more dynamic and proactive service operations.
Yes, change is inevitable, and this transformative tidal wave of change within the field service arena has been for the better—for the service organization, its personnel, and the customers it supports. It is with great pride I share with you our position as a Leader within the IDC MarketScape for the Worldwide Manufacturing Field Service Management Applications Vendor Assessment 2021-2022.
We believe this placement recognizes Microsoft’s continuous investment and authority across our service solution and cloud functionality.
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the icons.
IDC MarketScape objectively noted the strengths, challenges, and considerations of each vendor. For Microsoft, the IDC MarketScape noted one of our strengths as “The ability to deliver specific capabilities to support the market is critical to rapid adoption and ROI. Customer references also noted that Microsoft’s integration with other enterprise applications and technical capabilities of the application helped speed deployment and achieve value quickly.”
IDC MarketScape also noted “Microsoft’s primary challenge with regard to field service management is with regard to industry-specific innovations. Microsoft has established a culture of innovation around many of its products and highlights service-specific offerings, which demonstrate the future of field service collaboration and execution. However, manufacturers and some service organizations lag behind those in other industries, and companies like Microsoft will need to provide both transformative offerings and incremental innovations that closely align with the risk aversion of the specific subvertical industry.” Fortunately, Microsoft caters to everyone from the intrepid to the risk-averse with both transformative offerings and incremental innovations that closely align with the customer’s palatable level of risk.
The study advised “Manufacturers and service organizations should consider Microsoft when they are looking for an integrated field service product offering that can seamlessly integrate IoT data, remote collaboration, AI, and AR/mixed reality capabilities to enable more predictive and proactive service outcomes. The ability to collaborate in real time and have on-demand insights is transforming the way field service and support can be conducted. Microsoft is helping manufacturers that are on this journey around servitization and the convergence of AI, IoT, and AR in the field.”
And the transformation is occurring in real-time. Take for example, Burckhardt Compression, a global leader in manufacturing and servicing, headquartered in Switzerland. The company builds and services massive compressors weighing up to 240 tons, creating pressure three times higher than at the deepest point in the ocean. This high pressure transforms gas to a liquid state so it has less volume and is transported easier. If the compressor fails, the liquid turns back to gas and the build-up of pressure can be critical for the ship and the crew.
Because maintenance is so critical, Burckhardt Compression had to send a service engineer to wherever the compressor was located—which was time-consuming, resource-intensive, and simply not scalable. To provide support at any location, Burckhardt Compression adopted Microsoft Dynamics 365 Field Service for field service management and Dynamics 365 Remote Assist, a mixed reality application. Now remote service engineers have access to real-time service data and can support the ship’s technicians by engaging in on-demand video chat, providing instruction augmented with a schematic overlay, and creating markups onscreen over the actual compressor. And a case is automatically created in Dynamics 365 Field Service when a call is initiated by Dynamics 365 Remote Assist, and a recording of the repair work is saved.
Burckhardt Compression is serving customers faster by eliminating travel time and sharing expert knowledge across the globe in a matter of minutes increasing trust, safety, and business continuity. Now the company is looking to expand to add non-Burckhardt compressors to its service roster, thereby expanding its market presence and generating additional revenue. Burckhardt Compression is just one of many manufacturing and servicing organizations that have reaped value by deploying Dynamics 365 Field Service and harnessing its capabilities to build stronger, more collaborative, and proactive service delivery.
The bottom line
Many service organizations consist of dispatchers answering service calls, putting customers on hold, asking the same questions repeatedly, while searching for the next available technician to dispatch. This process is inefficient, costly, and unsatisfying to the customer.
The world of field service is changing. Today, service organizations are evolving into profit centers, redefining business models, and creating powerful and fulfilling customer experiences—all supported by leading edge solutions like Dynamics 365 Field Service.
We’re excited to be positioned as an IDC MarketScape Leader and are committed to bringing you the best and most featured field service application available. Depend on the multidimensional capabilities of Dynamics 365 Field Service to help you better personalize customer engagements, improve employee effectiveness, and optimize service operations now and tomorrow.
This is where innovation meets what’s possible.
Learn more about Dynamics 365 Field Service.
It’s a moment we’ve been building toward — new capabilities from Microsoft Cloud for Sustainability that will enable faster, broader transformation for organizations at varying stages of their sustainability journey. We are pleased to announce the general availability of Cloud for Sustainability on June 1. Now, a growing set of ESG (environmental, social and governance)…
It’s a moment we’ve been building toward — new capabilities from Microsoft Cloud for Sustainability that will enable faster, broader transformation for organizations at varying stages of their sustainability journey. We are pleased to announce the general availability of Cloud for Sustainability on June 1.
Now, a growing set of ESG (environmental, social and governance) capabilities from Microsoft and our global ecosystem of partners will give organizations the opportunity to accelerate their progress and business growth.
Turning sustainability commitments into action with better data intelligence
To stabilize our future and build more quickly toward a global net-zero carbon economy, organizations of all types, sizes and sectors are facing the need to transform common practices. This includes more effectively managing their environmental footprint, embedding sustainability through their organizations and value chains, and making strategic business investments that drive value. And this starts with solving a data problem.
Organizations need more accessible, centralized data intelligence to make the high-stakes decisions that are required right now to address complex issues, weighing both business and ESG criteria to direct capital toward investment opportunities that balance growth and impact.
Wherever organizations are in their sustainability journey, together, we can accelerate progress to reach our collective goals.
Microsoft is energized about helping our customers accelerate their progress. Microsoft Cloud for Sustainability solutions will provide the intelligence and data management capabilities organizations need to respond to changes with agility and confidence.
Building on more than a decade of work on sustainability
Our own sustainability journey began when we set our first carbon goal more than a decade ago. This led us to better organize our data and realign our company’s vision and strategy with our sustainability goals. We continue to build on our commitments to innovate and invest in technologies that address environmental sustainability and to transparently share our achievements and setbacks so that we can all learn together. We’re also considering how to deliver on our ESG commitments while continuing to grow our business and drive shareholder value — not an easy challenge!
Now, with the release of Microsoft Cloud for Sustainability, we’re bringing together powerful capabilities delivered by Microsoft and our partners to help organizations:
Unify data intelligence. To effectively drive sustainability reporting, sustainability efforts, and business transformation, organizations need better visibility into activities across their enterprise and value chain. Collecting and connecting IoT data from devices using sensors — combined with rich services at the edge or in the cloud — provides the basis to monitor and measure activities at scale. And now, Microsoft Sustainability Manager will empower organizations to more easily record, report and reduce their environmental impact through increasingly automated data connections that deliver actionable insights.
This extensible Microsoft Cloud for Sustainability solution centralizes previously disparate data in a common data format and offers organizations an increasingly comprehensive view into the emissions impact of their entire operations and value chain.
Sustainability Manager is available for a free test drive or to purchase June 1.
Build more enduring IT infrastructures. Organizations can reduce their environmental impact and increase business value when they replace tools, systems, or activities with more efficient options. Moving workloads to the cloud, for example, can increase both carbon and energy efficiencies. Emissions Impact Dashboard applications provide Microsoft customers with transparency into emissions produced from their use of Microsoft cloud services. Devices also contribute to an organization’s environmental footprint. Surface devices maximize sustainability of materials and extend product life while minimizing product carbon footprint and energy consumption.
Reduce the environmental impact of operations. With digital solutions delivered through Microsoft and our growing partner ecosystem, we’re already helping organizations maximize asset and production efficiencies, reduce the environmental impact of their buildings and spaces, and advance their transition to clean energy.
Create more sustainable value chains. Digital technologies are also helping organizations facilitate greater transparency and accountability through their value chain, from raw materials to product creation to distribution. A data-first approach can help organizations achieve data integrity and gain the visibility they need to drive efficiencies, reduce emissions and design out waste.
Learn more about how we’re helping organizations achieve positive impact on Microsoft.com/sustainability.
Global partners, a critical piece to extending impact
Much of this important work is being achieved through collaboration with our global ecosystem of partners who have helped us land our ambitions and transform our business. Today, they’re also pivotal to helping customers advance sustainability through robust, innovative solutions powered by the Microsoft Cloud.
Microsoft Cloud for Sustainability partner solutions span industries, from transportation to real estate to manufacturing, such as these early solutions that are already in market:
There are many more solutions coming. Our sustainability partner ecosystem also includes trusted advisers like these, who are actively helping organizations plan, design and implement strategies to enable sustainable growth:
Learn more about breakthrough work being done by our sustainability partners on Microsoft AppSource.
Microsoft Cloud for Sustainability availability coincides with Hannover Messe 2022. Watch for news and announcements around this keystone industry event — and stay tuned for additional solutions and capabilities.
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Celebrating many identities within a global community of impact: An Asian and Pacific Islander Heritage Month conversation
Srinivas Prasad Sugasani: It’s such fun to connect with you on Asian and Pacific Islander Heritage Month. As Asians and Pacific Islanders, I feel that we have so much to celebrate. At the same time, as we think about some of the events and realities that we have navigated recently, I’m curious from your perspective,…
Srinivas Prasad Sugasani: It’s such fun to connect with you on Asian and Pacific Islander Heritage Month. As Asians and Pacific Islanders, I feel that we have so much to celebrate. At the same time, as we think about some of the events and realities that we have navigated recently, I’m curious from your perspective, Jane, what do you feel is different about this past year?
Jane Hesmondhalgh: We’ve continued on our journey of working to create an inclusive culture at Microsoft. And there is still a gap between our aspired culture and everyone’s lived experiences today. For some, that gap may be small; for others it may be larger. But the fact that at Microsoft we have this value system we’re aspiring to is, I think, very much aligned to the Asian and Pacific Islander communities.
We’re consistently working toward respect, accountability and high integrity at Microsoft. I would say that our continued work to make progress is not so much different this year, but that we’re focusing even more effort on it.
Unfortunately, this past year we have seen the continued trend of acts of hate toward Asians globally. But the fact that Microsoft is strongly supporting the community in the face of those is super critical for the community. And that much-needed support is not a one-time event where we say something and then we’re on to the next thing. It’s the ongoing recognition that acts against violence, injustice and inequities across the world are unacceptable.
SPS: That’s right. We’ve also been focused on community education in the wake of this alarming rise in acts of hate and violence — how the community can leverage safety practices, and how can we work with the local government communities to increase safety.
JH: Our Inclusion Council has also been really engaged in these discussions. Other examples of sustained commitment to the community include the events we’ve done to engage with external experts in ongoing learning such as Microsoft Include, and of course the support of our Asians at Microsoft Employee Resources Group (ERG). I have heard from the community specifically that one of the most powerful things they’ve attended this year are our community calls, where people have had the opportunity to talk through how they’re feeling with others who may have experienced similar things.
SPS: Based on what we heard from our community, we’ve also been increasingly focused on how we strengthen and support the advancement of the ERG and its members at the company. I am really proud of how we’ve been working with outside experts on leadership development across the company, all the way from entry-level employees to the most senior in the company. This is the kind of year-round investment that is directly benefiting the community.
JH: I’m so passionate about this piece — the leadership education for Asians and Pacific Islanders. When I started as the sponsor for the Asians ERG, that was the No. 1 feedback, that the community wanted unique and tailored leadership education.
As we know, there are 4.7 billion people in this broad community across the world. Asians and Pacific Islanders make up 60% of the world population. That really strikes me. Because within that, there are so many different perspectives. So, a question for you is, how do we ensure that different types of conversations and perspectives from the entire community are brought in?
SPS: As you said — 60% of the global population! And we are trying to represent diversity within the community at that scale. It’s actually one of our strategic pillars in our ERG — including all community members. I think we’re doing a really good job with that. The leadership team has ensured that we include many voices, and as a result of that diversity of thought, we’ve seen new steps and actions being taken. For example, we had an Asians ERG art exhibition. We had a day of remembrance where people could talk about their practices, cultures, ancestors. We had a stand-up comedy event. And we’ve focused specifically on women inventors. Those are just a few examples.
So, focusing on the many dimensions of identity within our global community ensures that we can all share our experiences and learn from each other.
JH: This leads me to reflect on the word “community” and what does that mean? With a global team located all over the world, how do we bring everybody together in a sense of community? At Microsoft the community is a combination of people, cultures and beliefs. So, I think that community piece is our connection to the history across the Asia Pacific region. Within this vast land mass, we can appreciate and understand the differences and uniqueness of the people in the sub-communities and societies. We talked earlier about Microsoft’s culture and values. I think one thing that helps us is that Asian values around integrity and respect are very similar to the company’s. And then of course we go beyond respect to actually celebrating our cultures. Each of our ERG chapters and groups, each culture, is a contribution that is valuable to the world.
And these values are actually critical for the work ahead, right? This year, next year and beyond, we want to tackle the biggest problems that divide us as a society. And we’ve got that microcosm of society within our Asian and Pacific Islander community. We can play a huge role in landing the mindset of interconnectivity and learning both within and outside the company. Each person must be committed to driving positive change, be more intentionally inclusive in the workplace and build our empathy. With this, we can build momentum to meet the challenges of the world.
SPS: Well said Jane. As you’re speaking, I’m thinking about my own personal journey as well. Part of my life I lived on a farm in a small village. I experienced a community there where everybody looked like me, spoke like me with a very similar kind of language. When I lived in various cities, that was the first time I’d experienced people looking like me but speaking different dialects.
And then when I started working on a multinational level, I encountered people who had such a range of cultural differences from me. What I’ve learned is whether it is living in a village, in a small community or at the global level, human values remain the same. I’ve realized more recently that as things become more complex, more turbulent, and we do not know what future will hold, the constant is the values that we all stand for. And that is true across the Asian and Pacific Islander communities, and all across Microsoft and our nine ERGs and many dimensions of identities.
JH: You know, I never thought about it in this way but because you shared a little bit about your own background, I’ll share something about when we moved from the U.S. back to the U.K. In his new school, my son felt left out, and suddenly struggled with questions around “I am British, but do they think I am American or Chinese?” He didn’t feel that sense of belonging, and all these new questions of identity came up which he held to himself. Things did get better, but it reminds me that it’s all of our responsibility to help each other understand that while people are different, everybody has something to offer. People need to feel like they’re valued and that they can contribute without being judged.
SPS: It is so true. Thank you for sharing that. Are there any misperceptions about the Asian and Pacific Islander community that you would like to address?
JH: I’ve heard people say things like, gosh Asians are good at math and science, and they have an easier entry to STEM fields and occupations. I don’t know that I would ever categorize it as easier or not easier. There are many Asians who are not good at math and science, right? It’s a generalization, and there are a lot of these.
Another misconception is that because the Asian population is large, there are a lot of Asian leaders. But actually, the statistics have shown that we’re the least likely of all racial groups to become managers and executives. We need more role models and pathways to that senior level, which is where those development efforts we spoke about earlier come in. And of course, some other misconceptions came up during the pandemic around Chinese people.
So again, what combats these types of misconceptions and harmful stereotypes is learning and building our understanding and empathy for one another.
SPS: I absolutely agree. We will continue this work with the Microsoft communities and our leadership. I look forward to the impact we will make in the coming year. Thank you so much, Jane, for the chance to have this conversation. I look forward to our celebrations and recognition this month!
JH: Thank you, Srinivas! Happy Asian and Pacific Islander Heritage Month!
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