Applying Mobile Apps to Field Services

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• Gain the face-to-face advantage
– “…field agents, with their face-to-face
interactions with customers, can have a
major impact on customer satisfaction
and incremental revenue.”
- http://www.tsia.com/field_services.html
• Don’t be left behind
– 70% of Best-in-Class leveraged mobile
applications for field service compared to
an average of 61% and a laggards of 31%
according to Aberdeen Group, June 2011
– 34% of TSIA companies had approved
budget for Mobile Field Services
investment in 2011, the highest IT
investment category in services
– Key industry benefits:
› 50% reduction in administration time
› 95% less phone time with techs
› 7-20 average process step reductions
› Productivity improvements leading to as
much as 20% less overtime
› Immediate upsell response capabilities
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Considerations

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Field Service Mobile Feature Overview
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Objective:
A web and mobile accessible application for the Global Deployment and Field Services team
that will allow the field engineers quick access to tools while on-site with customers.
Key Features:
• Supports Android 2.1 +, Win 7 and iPhone
• Diagnostic Error Code reference
• Manuals
• Barcode and QR code Scanning
• Multilingual Support (8 languages)
• Help Topics/Search module
• Video Streaming
• DOSD Part Request, with auto syncing
• ePSA codes (Diagnostic error codes used to determine
failed component)
• Recommended Tool Kit
• Safety procedures guide
• Service Contract Information
Background and value proposition:
• A single source for information for the field engineer to have while onsite
• Aligns with “Empowering the Tech” initiative
• Data for onsite troubleshooting shows 2% or more improvement for reduction in repeat
dispatches
Available in: AMER,
APJ, EMEA
Platforms:
Android, Win7
Mobile, iPhone

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Field Services Whitepaper
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Backup
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Part Dispatching – Ability to request additional parts while in the field
Recommended Tools – Process and procedure information stored on the
device for reference with or without connectivity
First Time Fix –Ability to Incorporate existing mobile portals in the native app
Help – Multilanguage based help maintained thru a management portal or
XML files to allow business owners to respond to FAQs quickly
Diagnostic Help – Knowledge base data stored on the device for access with
or without connectivity
Sync – Ability to sync part requests and status updates allowing for data
capture while offline then data syncing when access is available again
How-to Videos – Search and view videos for just in time training, especially
helpful for low volume high complexity issues which may need refreshers
Manuals – Connections to existing HTML and PDF manuals for detailed
product information
Mobile Chat – Access to support from chat agents while in the field
User Access – Login vs. logged out modes provide limited access to more
secure parts dispatching and syncing functionality
Mobile Field Services Feature Overview
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Mobile Field Services Feature Matrix
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