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Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012

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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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  • 1. > Field Service Mobility - Transforming Field Service and Customer Experience Presented by Devendra Malekar and Rohit Lohan at Warranty Chain Management Conference 2012 PEOPLE. PASSION. EXCELLENCE.
  • 2. Competitive pressures/Need for 44% differentiation Need to drive new service 53% revenue opportunities Customer demand for improved 61% asset availability and faster… Need to drive workforce 67% productivity and utilization 0% 20% 40% 60% 80% Source: Aberdeen Group, January 2011Customer Demand for Faster Service, FieldProductivity and Competitive Pressure forDifferentiation directly indicates the need ofoptimum Customer Experience Key Drivers for Field Service Optimization Tavant Proprietary & Confidential
  • 3. Consumers consider an initial set of Reinforces brand loyalty brands based on perceptions and Awareness and perception exposure to touch points They add or subtract Purchase and brands as they evaluateAfter-market support Continued Customer-centric delivery what they wantavoids post purchase support experience Ultimately they select adissonance brand Customer Experience Product receipt Ease of billing and payment and usage After purchase, consumers build opinions about brand These brand opinions Field Service / Contact care based on the product usage influence their loyalty towards repair and problem and service experience the brand experience identification Customer Experience is the sum of all the feelings and interactions for the brand’s product, service or people Influencers of Customer Experience Tavant Proprietary & Confidential
  • 4. Key Goals for Field ServiceImprovements> Faster Service Response Higher> Better first time fix Customer Satisfaction> Decrease parts inventory and carrying cost> Reduce Customer Asset Improved Higher Product Customer Downtime Quality Retention> Improve reverse logistics> Improve recovery cycle time - warranty & invoices> Improve aftermarket Increased Lower Service Service profitability Revenue Cost Tavant Proprietary & Confidential
  • 5. - Work orders are manually assigned without considering important factors such as skill-sets- Technicians depend on office and proximity to the customer locationadmin staff to provide relevantfailure information Scheduling and Dispatch - Unavailability- Information related to service of the right partsparts, labor, invoicing, etc. are during repair alsonot automated and integrated causes delayswith enterprise systems - Field- Field failure diagnostics andservice Information isprocessed manually causing Communication and Reporting X Time to Resolution technicians do not have access to servicemisinterpretation of failure and manuals, bulletinrepair data s, and warranty or contract- Delay in recovery due to delay entitlementsin initiating warranty and Paperworkinvoices - Delay in repair estimate- Conventional customer - Technicians spend 15-18% of their time on work approvalsexperience – No insight on order-related paperwork such as jobrepairs carried out cards, invoices, claims, reports etc. Challenges in Field Services Tavant Proprietary & Confidential
  • 6. Technology Improvements in RecentYears> Lower cost of technology acquisition> “SMART” phone revolution – fast and powerful handheld devices> Improved mobile data speeds> Improved connectivity between different systems (ERP, CRM, Warranty etc.)> Affordable and Open Source BI solutions> Enterprise communication and knowledge management platforms – JIVE, Share point etc. Tavant Proprietary & Confidential
  • 7. Process Improvement Areas Employee • Better Field Employee Management • Technician Performance Measurement Productivity & • Incentive Program based on Productivity and Satisfaction Customer Feedback • Technician CompetitivenessRepair Turnaround • Availability of Relevant Information & Quality • Repair Knowledge Base • Optimal Service Scheduling Operational • Forecasting and Planning Excellence • Resource Optimization & Tracking Tavant Proprietary & Confidential
  • 8. Key Strategic Actions Taken byIndustry LeadersInvest in mobile tools to provide technicians with better accessto informationMake captured service information available across thecompanyDevelop real time visibility into field assetsDevelop programs and tools to retain knowledge Tavant Proprietary & Confidential
  • 9. What should be present in a GoodField Service Mobile Solution?> Interface for customers through various channels – mobile app, mobile web, web, business systems> Automated service scheduling and email-notifications> Complete work order management including customer approval workflow> Failure diagnosis and repair checklist based on repair knowledge base> Integration with backend ERP systems for customer history, parts ordering and tracking Tavant Proprietary & Confidential
  • 10. What should be present in a GoodField Service Mobile Solution?> Integration with Warranty system for claim entry, equipment repair history, claim tracking and other warranty information.> On the spot customer acknowledgement and invoicing> Return logistics component allowing technician to manage return shipments> Integrated mapping, barcode and location services components> Mobile BI (Business Intelligence) component for key reports and metrics> Instant customer feedback Tavant Proprietary & Confidential
  • 11. Service Work order Product details; installation, demo & Driving directions; delivery / registration FieldMobile analytics Warranty / Contract report Technicianmonitor field KPIs information Itemized invoice with auto-bifurcation of warranty and non- warranty items Predicts and accordingly Initiate warranty claim carries parts and directly from fieldOffice Admin tools required Barcode scanner Printed using thermal automatically registers mobile printer. use of parts / inventory Digitally captures and updates the ERP Customer customer’s signature Invoice and Mobile payment gateway for payment instant payment; recorded in On-the-spot customer the ERP satisfaction survey Integrated Field Service Mobility Solution Tavant Proprietary & Confidential
  • 12. Technology Considerations forMobile SolutionUsability, Scalability, Security, Integration, Deployment˃ 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 scalable, secure and easy to use Tavant Proprietary & Confidential
  • 13. TightlyUsability Integrated Balance between Usability and Closed Loop Tavant Proprietary & Confidential
  • 14. About Tavant Technologies˃ Specialized IT Solutions & Services Company; Founded in 2000, based in the Valley˃ 11+ years of experience in developing Aftermarket and Warranty Management Solutions for Diverse Industries˃ Cross-platform capabilities – Proficient in developing native, web and hybrid applications for mobiles, smartphones and tablets˃ Cross-industry solutions – Capabilities across mobile commerce, social networking, location-based solutions, mobile advertisement modules; developed for customers cutting across industry verticals˃ Reengineering and Integration – Experienced in large scale integration with internal and 3rd party systems˃ Judicious selection of mobile feature set deployment, based on nomad roaming behavior of target audience Tavant Proprietary & Confidential
  • 15. > Thank You Contact Us:- T: (866) 9-TAVANT W: http://www.tavant.com/warranty E: bizdev@tavant.com PEOPLE. PASSION. EXCELLENCE.