How to automate field service call reporting with LANSA Composer

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This use case is based on a customer experience using LANSA Composer to extract, reformat and transform data from field service technicians reports, then initiate processes for billing, warranty claims, and field service call time recording.
Find out more about LANSA Composer at: http://www.lansa.com/products/composer-data-transformation-bpi.htm

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How to automate field service call reporting with LANSA Composer

  1. 1. LANSA Composer The solution automates field service technicians filing reports after completing service calls. Field service technicians prepare reports using a mobile app and then file the reports. LANSA Composer extracts, reformats and transforms the data from the reports, then initiates processes for billing, warranty claims, and field service call time recording. How to automate field service call reporting
  2. 2. Contents How to automate field service call reporting Current situation describes the existing processes and highlights inefficiencies, manual processes and cost concerns. Current situation The requirements define the processes the company would like to automate and where to enhance existing processes. Requirements The solution describes how LANSA Composer can be used to implement the requirements including automating the processes. Solution The benefits highlight measurable outcomes, e.g. process efficiency and reduced costs, derived from implementing the solution design. Benefits This use case is based on a customer experience using LANSA Composer to implement an automated solution that achieved tangible outcomes.
  3. 3. Current situation The ACME company sells appliances and provides on-site service for its products. When customers report broken or malfunctioning appliances, customer service staff schedule service appointments for field service technicians. Field service technicians travel to customer sites to maintain or repair the appliances. After completing the work, they prepare a paper report, and file their reports at the end of each day. Customer service staff use the paper reports to initiate billing, warranty claims, and field service time recording. Each step in the process operates discretely without end-to-end oversight of the workflow. Customer service staff are busy, e.g. they don’t have time to reconcile filed reports against scheduled appointments. The outcomes are customers don't get billed, and missed warranty claims. How to automate field service call reporting
  4. 4. Requirements The requirements are: 1. Automate field service reporting. 2. Initiate billing, warranty claims, and field service time recording processes automatically. The company will equip field service technicians with mobile devices and an app. The app will provide appointment and reporting functions, and send service reports as document files to an ACME corporate server. LANSA Composer will extract data from the reports, initiate billing, warranty claims, and time recording using the report data. The billing, warranty and time recording systems have interfaces accessible by LANSA Composer, but report data requires reformatting for each system. How to automate field service call reporting
  5. 5. Solution: retrieve field service reports 2. LANSA Composer retrieves reports from the folder, extracts and transforms the data, then saves it in the field service history database. 1. Field service technicians complete their reports, then send them to the Field Service Reports Folder, from an app on a mobile device. How to automate field service call reporting
  6. 6. Solution: billing, warranty, time recording 4. The billing, warranty and time recording systems retrieve their messages and process the data. 3. LANSA Composer creates messages from the field service report data for the billing, warranty, and time recording systems, and sends the messages to the appropriate message queue. How to automate field service call reporting
  7. 7. Solution: field service reports processing steps A business analyst builds the script that LANSA Composer uses to automatically perform the steps required to retrieve reports, reformat and transform the report data for the billing, warranty and time recording systems, and send the data to each system. How to automate field service call reporting
  8. 8. Benefits realised from the automated solution • Automating the process eliminated the potential for errors such as missed reports • Reduced administrative time fixing billing and warranty errors • Field service information is available as soon as field service technicians file reports • Billing, warranty and time recording systems are no longer dependant on the timing of report filing • Implemented without changes to the billing, warranty, and time recording systems LANSA Composer provides business process integration (BPI) tools used by business analysts to automate and integrate business processes. It is a simple, and cost-effective way to get business transactions in and out of your business systems with less human effort. How to automate field service call reporting
  9. 9. Find out more about LANSA Composer http://www.lansa.com/about/contact-us.htmLANSA contact information all regions info@lansa.com AMERICAS info.france@lansa-europe.com France info@lansa.co.uk UK info@lansa.com.au Australia info-japan@lansa.jp Japan info.benelux@lansa-europe.com Rest of EMEA United States ASIA PACIFIC EMEA Singapore info@lansa.com.au Canada info@lansa.com Rest of Americas info@lansa.com

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