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.

1. > Field Service Mobility:
Transforming Field Service &
Customer Experience
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www.tavant.com/warranty
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2. WHAT ENHANCES CUSTOMER
EXPERIENCE?
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3. Consistent
Consumer
Experience
What Enhances Customer Experience?
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4. After-market support avoids post purchase dissonance Consumers consider an initial
set of brands based on
Reinforces 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?
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5. WHAT CAN GO WRONG IN THE
FIELD?
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6. Scheduling and
Dispatch
Paperwork
X Time to
Resolution
Reporting and
Communication
What Can Go Wrong in the Field?
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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% of
their time on work order-
related paperwork which is
done 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?
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8. IS THERE A SOLUTION?
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9. Field Service Mobility
IS THERE A SOLUTION?
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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?
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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?
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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?
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13. KEY DRIVERS OF FIELD SERVICE
OPTIMIZATION
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14. Key Drivers
Competitive pressures/Need for
44%
differentiation
Need to drive new service revenue
53%
opportunities
Customer 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
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15. Technology Architecture
Usability, Scalability, Security and Integration
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16. Technology Architecture
Usability, 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.
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17. >Thank You
Contact Us:-
W: www.tavant.com/warranty
E: bizdev@tavant.com
T: (866) 9- TAVANT
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