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Field service mobility by Tavant Technologies
 

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Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often ...

Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.

Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.

Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.

Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.

In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.

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Field service mobility by Tavant Technologies Presentation Transcript

  • 1. > Field Service Mobility: Transforming Field Service & Customer Experience - Tavant Technologies www.tavant.com/warranty © Tavant Technologies
  • 2. WHAT ENHANCES CUSTOMEREXPERIENCE? © Tavant Technologies
  • 3. Consistent Consumer ExperienceWhat Enhances Customer Experience? © Tavant Technologies
  • 4. After-market support avoids post purchase dissonance Consumers consider an initial set of brands based onReinforces brand loyalty perceptions and exposure to Awareness and perception touch points. They add or subtract Continued Purchase brands as they evaluate support experience what they want. Ultimately they select a brand. Consistent Consumer Experience Service / repair Product receipt experience and usage After purchase, consumers build expectations based on their usage experience. Contact care and Billing problem information and This influences their loyalty identification ease of payment towards the brand. What Enhances Customer Experience? © Tavant Technologies
  • 5. WHAT CAN GO WRONG IN THEFIELD? © Tavant Technologies
  • 6. Scheduling and DispatchPaperwork X Time to Resolution Reporting and Communication What Can Go Wrong in the Field? © Tavant Technologies
  • 7. Work orders are manually Scheduling and assigned without considering Dispatch important factors such as skill- sets and proximity to the customer location.Technicians spend 15-18% oftheir time on work order-related paperwork which isdone manually. Field technicians do not Paperwork X Time to Resolution have access to warranty entitlements. Unavailability of the right parts during repair also causes delays. Technicians depend on admin staff to provide relevant information over phone. Reporting and Communication Information related to service parts, labor, invoicing, etc., are not fully automated. What Can Go Wrong in the Field? © Tavant Technologies
  • 8. IS THERE A SOLUTION? © Tavant Technologies
  • 9. Field Service MobilityIS THERE A SOLUTION? © Tavant Technologies
  • 10. Mobile analytics Work order details; Field Technician monitor field KPIs. Driving directions; Warranty information. Predicts and accordingly carries parts required.Office Admin Barcode scanner automatically registers use of parts / inventory and updates the ERP. What Can Go Wrong in the Field? © Tavant Technologies
  • 11. Mobile analytics Work order details; Field Technician monitor field KPIs. Driving directions; Itemized invoice with auto- Warranty information. bifurcation of warranty and non-warranty items; Printed using thermal mobile printer. Predicts and accordingly carries parts required.Office Admin Barcode scanner Digitally captures automatically registers customer’s signature. use of parts / inventory Customer and updates the ERP. What Can Go Wrong in the Field? © Tavant Technologies
  • 12. Mobile analytics Work order details; Field Technician monitor field KPIs. Driving directions; Itemized invoice with auto- Warranty information. bifurcation of warranty and non-warranty items; Printed using thermal mobile printer. Predicts and accordingly carries parts required.Office Admin Barcode scanner Digitally captures automatically registers customer’s signature. use of parts / inventory Customer and updates the ERP. Mobile payment gateway for instant payment; Invoice and payment recorded in the ERP. On-the-spot customer satisfaction survey. What Can Go Wrong in the Field? © Tavant Technologies
  • 13. KEY DRIVERS OF FIELD SERVICEOPTIMIZATION © Tavant Technologies
  • 14. Key Drivers Competitive pressures/Need for 44% differentiation Need to drive new service revenue 53% opportunitiesCustomer demand for improved asset 61% availability and faster service… Need to drive workforce productivity 67% and utilization 0% 20% 40% 60% 80% Source: Aberdeen Group, January 2011 © Tavant Technologies
  • 15. Technology ArchitectureUsability, Scalability, Security and Integration © Tavant Technologies
  • 16. Technology ArchitectureUsability, Scalability, Security and Integration> Assess the current field service performance and identify areas for improvement specific to your business / environment.> Consider cloud based deployment of the app as well as creation of custom Enterprise App Catalog using the SaaS model.> Leverage advanced platforms (such as iOS, Android, Blackberry, Windows, etc.) to integrate the app with the backend ERP, Warranty, Contract, Sales, and CRM systems.> Use a suitable middleware tool to manage interactions among the systems involved in aftermarket service processes.> Most importantly, design the app to be simple and easy to use. © Tavant Technologies
  • 17. >Thank YouContact Us:-W: www.tavant.com/warrantyE: bizdev@tavant.comT: (866) 9- TAVANT © Tavant Technologies