Field service agent mobile laying the foundation for field service agents


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Benefits of using mobile phones for Field Service Agents.

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  • Core Strength: With FieldCentrix ’s smart mobile client technology, field service technicians are able to complete their work, uninterrupted, regardless of wireless coverage. With FX Mobile, technicians receive work orders electronically on their mobile devices. It then guides them, screen by screen, through the job – prompting them to perform standard tasks, take notes, and even record future recommended activities. FieldCentrix also has a unique equipment diagnostics, readings, and tasks framework. Function: FX Mobile can extend existing ERP/CRM solutions or other modules that comprise the FX Enterprise solution suite. FieldCentrix Enterprise is a complete application suite that seamlessly links process, people, parts and data through the combination of workflow software, real-time wireless and Web communications, and mobile devices. Suite includes: FX Mobile, FX Service Center, FX e-Service and FX Resource Utilization. Customization: It can run out-of-the-box, deployed in a matter of weeks, without any customization. It also has tools that enable customizations to be made to unique customer requirements. Budget: Starts as low as $35,000, and grows depending on number of users and other modules (besides FX Mobile) that customer wishes to deploy. “ FX Mobile is an important part of Honeywell’s commitment to apply new technologies to increase productivity, add value, and better meet customers needs.” – Santosh Patel, Director of North American Field Service Operations, Automation and Control Solutions, Honeywell Success Story: Honeywell Customer Profile: Honeywell is a worldwide leader in technology and manufacturing. Its Automation and Control Solutions (ACS) division provides products and services that addresses commercial and residential building needs. Situation: Needed a means of reducing large amounts of paperwork and associated administrative tasks that were burdening the field technicians in the ACS division. Solution: Honeywell deployed Microsoft Windows handheld computers running FX Mobile wireless and Internet-based field service automation software from FieldCentrix. Benefit: Automates dispatching and record keeping, overall improvement in service quality, productivity gain, increased efficiency, increased customer service, and improved cash flow.
  • Core Strengths: IntelaTrac Mobile Workforce and Decision Support System addresses Operations, Maintenance, Process Safety Management, and Environmental compliance requirements where step change improvements in work processes have been identified to achieve Operational Excellence. As a proven line of business application, IntelaTrac provides a framework that accelerates and sustains process improvements so that clients achieve a systematic application of best practices with a focus on reliable operations. The IntelaTrac approach is sustainable, helping to create a proactive and empowered field worker culture to deliver competitive advantage. Function: Built on common code base using Microsoft stack technology including Microsoft .Net Compact Framework, Mobile 5/6, SQL Server 2005 Compact Edition, SQL Server 2003/8, Microsoft XP and Vista, and Mobile Device Manager 2008. Works in both disconnected and connected mode. Industrial use of Bluetooth peripheral integration and RFID technology. Open API (Web Services, SOA based) Customization: Simple configuration without programming or scripting. Only requires a few hours of training. The content engineering effort can be from days to weeks depending on the client ’s choice of execution. Budget: Typical cost is $250,000-$750,000. (Typical hard-dollar payback on IntelaTrac projects is three to six months with the auditable annual “prize” ranging from $500,000 to $1M per plant/location.) “ Our customers typically see a one to two percent reduction in maintenance expenditures when using IntelaTrac, because people are more proactive, more productive, and able to prevent failures.” – Donald Frieden, CEO, SAT Corporation Partner Profile: SAT Corporation, based in Houston, Texas, is a leading provider of integrated, collaborative automation solutions used by mobile field workers in manufacturing industries. Situation: Manufacturers need to improve asset management, mitigate the impact of an aging work force, ensure regulatory compliance, and deliver best practices to field workers. Solution: Using Windows Mobile 5.0 and Microsoft development tools, SAT created IntelaTrac to manage and collaborate the automation system that dynamically manages mobile work processes. Benefits: Improved operational efficiency, reduced maintenance costs, better execution of best practices, better integration of field and core business data and respected foundation for new solutions.
  • Core Strength: CorrigoNet greatly improves maintenance and field service operations by keeping field workers and office workers connected in real time. The system provides a powerful work-order dispatch and management system that helps field workers perform more efficiently and effectively by giving them important work-related data on site on their Windows Mobile devices. By replacing paper-based systems with wireless communications, CorrigoNet enhances the entire service operation by tracking workers and their work, reducing field workers ’ travel time and expenses, eliminating paperwork administration and data re-entry, capturing labor and parts costs more accurately, tracking above-standard work and invoices faster, and improving asset management and inventory tracking. Function: Corrigo provides SaaS applications that can be accessed from anywhere via the Internet and Windows Mobile devices. CorrigoNet is a whole service management solution that combines Web-based service request forms and tracking, smart scheduling of work and wireless dispatch of work orders, automatic preventive maintenance scheduling, checklists and inspections, and asset management using the Internet and Windows Mobile devices. Because Corrigo hosts the application, customers avoid large IT investments and can scale easily as needed. Customization: This is based on needs of the customer. Usually, little to no customization is needed. Budget: $35-45 per user per month. Developing Case Study/Success Story
  • 12/28/11 22:46 ©2007 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.
  • Core Strength: FAST is flexible, powerful and surprisingly simple to master. It offers advantages for rapid-deployment situations across large geographic areas. In record time, workers learn to create forms, map locations, upload and download data, and enter and report data. All FAST solutions are completely scalable – from a single project to an enterprise-wide solution – without re-engineering required nor time lost to the learning curve. Function: Stand-alone application that enables users to quickly create data collection forms/surveys, pushes them via wireless services to the field, then enables field users to complete and submit forms to headquarters for reporting, mapping, analysis and export to multiple file formats (including SQL). Customization: Few hours training on day one and by day two – fully operational, creating forms, collecting data, reporting, mapping and analyzing data. Budget: $10K-$100K (depending on the solution scope, mobile devices and wireless data services) “ It’s a great advantage for Sharp Electronics. We’re now collecting more information than ever… and in real time.” – Steve Faulkner, Director of Field Marketing, Sharp Electronics. Success Story: Sharp Electronics Customer Profile: Sharp Electronics is a nationwide supplier of consumer electronic products. Situation: Gathering detailed weekly data from 500 retailers across the U.S. and then synthesizing the data for management was slow, inaccurate and cumbersome. Solution: Sharp Electronics deployed the FAST solution from GeoAge to add real-time data to their process. Each Field Marketing Manager uses HP iPAQ running FAST. Benefits: Same-day product availability enables detailed, consistent, accurate data gathering, survey creation, and increased efficiency.
  • Core Strength: Builds powerful Windows Mobile applications using Microsoft InfoPath, which ships with Microsoft Office. No need to purchase an expensive proprietary tool from a separate vendor. No coding required. Function: Uses Microsoft InfoPath to build powerful business forms. Formotus converts InfoPath forms into Formotus applications that run on Windows Mobile devices, then submits the data directly to SharePoint over the air using the carrier network – directly to the back-end data source. Can work with other data source that expose Web services such as Microsoft SQL Server, Oracle, SAP, etc. Customization: Immediate and out of the box, customizable in minutes to hours Budget: Single user is $35 per month, volume discounts available for larger customers with multiple devices. Developing Success Story/Case Study
  • Core Strengths: PanatrackerGP has a user-friendly interface incorporating color touch-screen and flexible field entry options. It provides multiple connectivity and configuration options to support unique data capture requirements. Its ’ barcode scanning creates accurate inventory control. Function: PanatrackerGP is a solution consisting of mobile and server-based software that integrates with Microsoft Dynamics GP. Customization: Key functionality available right out of the box. Customization and enhancements are available. Budget: Software and implementation costs between $25,000 and $40,000. Mobile computer hardware and configuration is additional. Some connectivity options may incur additional costs. Developing Success Story/Case Study
  • Field service agent mobile laying the foundation for field service agents

    1. 1. Laying the Foundation for Field Service Agents Mobility Solutions from Microsoft ® and [MO Name] [Mobile Operator Logo]
    2. 2. Agenda <ul><li>Field Services and Mobility </li></ul><ul><li>Field Force Challenges </li></ul><ul><li>The Mobility Solution </li></ul><ul><li>Why Windows Mobile ® ? </li></ul><ul><li>Microsoft ® CRM 3.0 Mobile </li></ul><ul><li>Maximize Field Competency </li></ul><ul><li>Increase Productivity </li></ul><ul><li>Applications for Your Business Needs </li></ul><ul><li>A Day in the Life </li></ul><ul><li>Take Advantage of Windows Mobile </li></ul>[Mobile Operator Logo]
    3. 3. Field Force Challenges <ul><li>Field personnel are constantly under pressure to increase productivity and reduce costs. </li></ul><ul><li>Agents need to be directly connected to back-office processes to be more productive. </li></ul><ul><li>Quick turnaround time is vital to improving customer satisfaction and increasing profit. </li></ul><ul><li>Instant access to technical information and support can lead to additional revenue. </li></ul>[Mobile Operator Logo]
    4. 4. The Mobility Solution <ul><li>Increase timeliness and quality of client communications with instant access on your Windows Mobile ® Device. </li></ul><ul><li>Download and view file attachments received via e-mail. </li></ul><ul><li>Be more efficient with the ability to access e-mails, calendars and contacts from nearly any location using Microsoft ® Office Outlook ® Mobile. </li></ul><ul><li>Provide a secure environment for client information with the ability to encrypt data and remotely erase lost or stolen devices. </li></ul><ul><li>Withstand tough situations with a selection of rugged mobile device phones. </li></ul>[Mobile Operator Logo]
    5. 5. Why Windows Mobile ® ? <ul><li>Work wirelessly on the interface you know. </li></ul><ul><li>Only Windows Mobile powered devices feature Microsoft ® Office Mobile , a mobile version of Microsoft software you ’ re already familiar with. </li></ul><ul><li>Travel light with a wide variety of handheld Windows Mobile devices that deliver wireless voice and data functionality. </li></ul><ul><li>Embedded software and third-party add-ons such as CRM, GPS navigation, and vertical apps offer maximum flexibility. </li></ul>
    6. 6. Microsoft ® CRM 3.0 Mobile <ul><li>Microsoft CRM 3.0 Mobile complements Microsoft CRM, Office and Outlook ® , and captures sales activities wherever your customers are. </li></ul><ul><ul><li>Provides device-managed account data. </li></ul></ul><ul><ul><li>Supports custom forms for data entry and queries. </li></ul></ul><ul><ul><li>Lets you: </li></ul></ul><ul><ul><ul><li>Collect / download prospect info. </li></ul></ul></ul><ul><ul><ul><li>Schedule appointments on-site. </li></ul></ul></ul><ul><ul><ul><li>Access up-to-date data. </li></ul></ul></ul><ul><ul><ul><li>Track sales and service activities. </li></ul></ul></ul>
    7. 7. Maximize Field Competency <ul><li>Automate the dispatch of field workers. </li></ul><ul><li>Receive and send real-time updates and information to the back office while in the field. </li></ul><ul><li>Improve customer satisfaction by responding quickly and proficiently. </li></ul><ul><li>Increase efficiency with access to information, procedures, parts list and prior service history. </li></ul><ul><li>Reduce billing and communication errors. </li></ul><ul><li>Reduce training requirements by standardizing processes. </li></ul>[Mobile Operator Logo]
    8. 8. Increase Productivity <ul><li>Accelerate the business cycle and sell more by capturing additional opportunities. </li></ul><ul><li>Advance productivity and expedite billing process by remotely entering data and closing out jobs. </li></ul><ul><li>Reduce administrative overhead by streamlining the business process. </li></ul><ul><li>Optimize field teams and save on telephone and fuel costs. </li></ul><ul><li>Reduce overtime and the use of subcontractors by boosting efficiency of technicians. </li></ul>[Mobile Operator Logo]
    9. 9. Applications for Your Business Needs <ul><li>Microsoft ’s Independent Software Vendors (ISVs) build from the Windows Mobile ® platform to enhance the capabilities of Windows Mobile devices and provide customizable and accessible field service automation solutions. </li></ul><ul><ul><li>FieldCentrix ® by Astea ® International </li></ul></ul><ul><ul><li>IntelaTrac ® by SAT Corporation </li></ul></ul><ul><ul><li>CorrigoNet™ by Corrigo </li></ul></ul><ul><ul><li>Visit for a list of Field Service partners. </li></ul></ul>
    10. 10. FieldCentrix ® by Astea ® International [email_address] • (215) 682-2314 <ul><li>FieldCentrix extends Microsoft Dynamics™ CRM, ERP, and GP applications over the Web to automate, standardize, and streamline manual processes in the field. </li></ul><ul><ul><li>Centralizes and optimizes disparate systems associated with customer service lifestyle management. </li></ul></ul><ul><ul><li>Access and manage work orders, customer contact and analytics. </li></ul></ul><ul><ul><li>Track and report time, labor and materials. </li></ul></ul><ul><ul><li>Seamless communication of information with the back office. </li></ul></ul>
    11. 11. IntelaTrac ® by SAT Corporation [email_address] • (713) 344-2600 <ul><li>IntelaTrac leverages Microsoft ® SQL Server™, Windows Server ® , SQL Server™ Mobile, and Visual Studio ® to extend enterprise decision support systems and business process management capabilities to mobile workers. </li></ul><ul><ul><li>Improve field work processes, codify business best practices, and provide focused advice. </li></ul></ul><ul><ul><li>Optimize operating efficiencies, maintenance costs, and energy usage by automating tasks and enabling abnormal situation management. </li></ul></ul><ul><ul><li>Provide environmental and process safety visibility through auditable procedures and task validation. </li></ul></ul><ul><ul><li>Extend data collection and improve workflow through integration of peripheral sensing devices and RFID. </li></ul></ul>
    12. 12. CorrigoNet™ by Corrigo [email_address] • (503) 756-1556 <ul><li>Corrigo ’s Facilities Management solution gives organizations better insight, control, and automation of their entire service delivery process. </li></ul><ul><ul><li>Improve dispatch operations by sending work orders to technicians via a mobile device. </li></ul></ul><ul><ul><li>Maximize staff productivity by decreasing drive time and eliminating paper work. </li></ul></ul><ul><ul><li>Improve customer service by addressing service request quickly while increasing first-time fix rates. </li></ul></ul><ul><ul><li>Reduce operating expenses by enabling dispatch, customer service and field personnel to complete more work daily. </li></ul></ul>
    13. 13. A Day in the Life Tim, Field Service Representative [Mobile Operator Logo] 7am 12noon 5pm 8am 2pm 1pm Tim reviews his schedule and maps out where he needs to go. Views clients request and checks past service history. Completes job, captures client signature, closes order and submits to the back office. Checks and replenishes inventory, maps next customer site. Completes his services for the day and submits his timesheet to his supervisor. Upsells extra products to client, closes out job and sends to back office.
    14. 14. Case Study: U.S. Army “ The Pocket PCs are small enough that an FSR can enter a vehicle and crawl around without getting caught up on any of the gear. And with drop-down menus instead of handwritten notes, the process of collecting vehicle information is much faster and more accurate. ” -Tony Kado, PM HBCT Product Assurance Division Reliability Branch Chief, U.S. Army [Mobile Operator Logo] Company Profile The Project Management Heavy Brigade Combat Team (PM HBCT) supports the delivery, maintenance and modernization of the U.S. Army ’ s heavy ground combat vehicles and weapons systems. Solution Implemented an advanced data collection system featuring Microsoft ® Portal Server 2003, SQL Server™ 2000, and Windows Mobile ® device. Benefits Projected improvement in data accuracy, significant decrease in reporting time, more efficient data analysis, enhanced operations and decision making, reduced costs. Situation Struggled with manual data entry of report information and needed to streamline their data process to effectively acquire, manage and analyze data.
    15. 15. Solutions by [Mobile Operator] <ul><ul><li>Do you ever say, “ When I get back to the office, I will check on that. ” ? </li></ul></ul><ul><ul><li>Only Windows Mobile ® devices feature Microsoft ® Office Mobile, a mobile version of Microsoft software you ’ re familiar with. </li></ul></ul><ul><ul><ul><li>• Check and reply to email wherever you are. </li></ul></ul></ul><ul><ul><ul><li>• Access Microsoft Office documents right from your phone. </li></ul></ul></ul><ul><ul><ul><li>• Create / edit documents anywhere, anytime. </li></ul></ul></ul>Exclusive voice & data solutions for the field service worker [Mobile Operator Logo] “ The Windows Mobile solution will have more impact on our costs than anything else we could have done. We are seeing substantial operational and financial improvements throughout our company.” -Mike Dougan, CFO, Dependable Highway Express
    16. 16. Travel Light with One Device <ul><ul><li>. </li></ul></ul>[Mobile Operator Logo] [Insert Device Image & Copy Here] [Insert Device Image & Copy Here] [Insert Device Image & Copy Here] [Insert Device Image & Copy Here]
    17. 17. Take Advantage of Windows Mobile ® <ul><li>Businesses already use a Microsoft ® Exchange Server system that support Windows Mobile devices. </li></ul><ul><li>Windows Mobile phones do not require separate licensing agreements. </li></ul><ul><li>By using software and devices with support for Web standards, Windows Mobile solutions work well with Microsoft technologies and LOB applications to create solutions to meet the dexterous field service representative. </li></ul>“ With this Windows Mobile-based solution in the hands of front-line service engineers, customers see us as a much more cost-effective, seamlessly integrated service provider. ” -David Gardiner, Vice President of Architecture and Technology, Unisys [Mobile Operator Logo]
    18. 19. Appendix: Additional Field Service ISVs [Mobile Operator Logo]
    19. 20. FAST™ by GeoAge [email_address] • 904-565-9855 <ul><li>GeoAge FAST (Field Adapted Survey Toolkit) enables sharing customized forms and records via Microsoft ® SQL Server™. </li></ul><ul><ul><li>Associate location information, signatures, videos, photos and other file types with data using Windows Mobile ® devices. </li></ul></ul><ul><ul><li>Synchronize and disseminate information for real-time analysis and response. </li></ul></ul><ul><ul><li>Integrate field-captured data into a GIS database. </li></ul></ul><ul><ul><li>Utilize the rapid and comprehensive visualization of information through mapping and reporting. </li></ul></ul>
    20. 21. FormoPublish™ by Formotus™ [email_address] • (206) 973-1902 <ul><li>Enable rapid deployment of business applications on the latest mobile devices without writing a single line of code – with Formotus. </li></ul><ul><ul><li>Leverages Microsoft ® Office InfoPath ® to build powerful mobile applications that run on any Windows Mobile ® device. </li></ul></ul><ul><ul><li>Transmits data over the air to back-end data sources. </li></ul></ul><ul><ul><li>Sends and receives rich business data and displays usage reports. </li></ul></ul><ul><ul><li>Publishes data to SharePoint ® right out of the box, or to any data source that exposes Web services. </li></ul></ul>
    21. 22. PanatrackerGP by Panatrack <ul><li>Manage inventory and sales activity on the go with PanatrackerGP. </li></ul><ul><ul><li>Provide access to inventory, order, and customer details to your mobile workforce. </li></ul></ul><ul><ul><li>Capture point-of-sale, consignment, and vendor-managed-inventory transactions. </li></ul></ul><ul><ul><li>Manage truck inventory and track details of items used, transferred, or delivered. </li></ul></ul><ul><ul><li>Integrate bar code scanning, receipt printing, and signature capture. </li></ul></ul><ul><ul><li>Leverage your investment in Microsoft Dynamics™ GP with direct integration. </li></ul></ul>[email_address] • (262) 646-3590