ODOCON Serve 2.1 empowers organisations to optimise services infrastructure and investment 'while' capturing Customer Experience and Advocacy

1. Odocon
Serve 2.1One App for Livelihood
for your customers

2. ODOCON Serve is a technology platform for Services Organizations to optimize Mobile and Field
based Resource Management and Real Time Customer Experience and Advocacy Management.
Superior customer experience leading to growth in business
Optimized field based mobile services infrastructure, planning and investments leading
to reduction in cost and most effective services
Faster and predictable turnaround time to customer requests
Better management of spares and accessories improving global supply chain management
Better management of partners ecosystem
From miscommunication between multiple stake
holders to failure in commitments to mismatch
or lack of skills and supplies to even underper-
forming global supply chain management of
spares and accessories, there are many such
areas that could be improved in managing Field
based Services and Mobile resources. ODOCON
Serve integrates all components of a Services,
Spares and Partners on its Real Time Platform.
As a result the platform helps streamline all
deliverables, sync them up and increase the
velocity of a far superior delivery by several
times.
Services cycle offers the most number of
customer touch points. However most of
customer experience practices are unable to
capture such real moments. ODOCON Serve
empowers organizations to boost customer
experience and advocacy by capturing those
real moments of experience while better manag-
ing services infrastructure and investments.
In simple terms Serve helps grow business while
optimizing aftermarket services quality and cost.
Real Time Mobile and Field based
Service Management and Customer
Experience & Advocacy Management
ODOCON Serve2.1
More than 80% of a customer experience, be it an individual or
corporate or an industrial client, shapes up while they are using
a product. ODOCON Serve helps you capture those real mo-
ments of service delivery for service innovation and translate
them into Points of Sales.

3. Serve Central Hub
Service Engineer
Customers
Spares
Tools
Mobile App
Warehouse
Global Supply Chain
Large cities + traffic
Real Time Schedule
Management
Schedule requests from
customers
Re-scheduling by customers
Vicinity alerts to customers
Pre-requisites for customers
Customer and Service History saved and
reused for future service requests
Shared and Saved Warranty certificates data
used for real time billing
Share invoices with customers through App
Feedback and customer experience
management
ODOCON Serve offers your customers the
convenience of scheduling or rescheduling a
service request through a mobile app. The
rescheduling option helps companies save a lot
of cost from events like customer no shows. The
Master Scheduler on App helps customers better
manage their requests to multiple providers to
avoid any possible clash and reminds them of
the respective ones in due time. For a confirmed
schedule the App helps them with vicinity alerts
of the assigned Service Representative to ensure
that they are ready with their pre-requisites.
Scheduling through an App helps reduce a
significant cost and hassles of managing a call
center”
The schedule requests from customers go
directly to the central hub of Automated Task
Management which is used by Service Organiza-
tions to manage and optimize their services
infrastructure, planning and investments. How-
ever in such events where a mix of requests
come from multiple systems like a CRM, excel
spreadsheets and ODOCON Serve they can all
be standardized and streamlined for Automated
Task Management to work independently,
irrespective of the number of sources.
The App saves historical data of customers and
services that help guide the future optimization
and use of resources, real time communication
and quality of customer experience.
Accessories
Service Vehicles
Logistics

4. Real Time Automated
Task Allocation
Management
Optimized Task Allocation
Management
Store and Manage
parameters like supply of
resources from people to assets,
local holidays and many more such
conditions used in optimizing allocation
The resources that meet customer requests are
managed in the Automated Task Management
by service organizations. Typically these
resources comprise of Service Representative
details like geo-location, skills, knowledge and
experience, local holidays and availability, real
time services like traffic conditions and trends,
types of assets like a vehicle or tool set etc.
However ODOCON Serve offers the flexibility of
adding more such parameters specific to a
particular company.
Advanced algorithms and deep machine learn-
ing are used to map schedule requests coming
from customers with resources mentioned
above in such a way that ensures minimal cost,
fastest and predictable turnaround time to
customers and most effective services that
shape the real customer experience.
The key objectives of this feature are to opti-
mize services infrastructure, plan and cost while
delivering on most effective customer services in
the fastest turnaround time.
The Machine learning (also called Artificial
Intelligence) helps read various patterns over a
period of time and reduces the time to process
allocation. This is a web based system used at
central hubs of corporate or regional offices.
Real Time Automated
Task Assignment
Task assignment to
Service Representatives
Task reassignment to other
Service
Representatives in case of unattended or
rejected tasks
Daily attendance management of Service
Representatives
Each Service Representative is now connected
Real Time with service management hubs of
companies at all levels like regional, national and
global, with an App installed in their smart
phones. Based on regional regulations this
feature can be either kept on for 24 hours a day
or controlled from remote location administra-
tors. For example it can either be configured to
work for designated work hours.
Using this feature companies assign tasks to
Service Representatives based on availability
and get notified of their approval or rejection
subjected to policies supporting such action, all
in real time.
On rejection the same task can be reassigned to
another engineer based on business rules.
On acceptance this feature helps the representa-
tive reach the site conveniently using geo-code
based accurate maps and recommended routes.
Real Time Tracking
and Compliance
Geo location based
tracking by central service
management hubs
Task progress tracking by central service
management hubs
Remote assistance to Service
Representatives
Compliance for several measures set by
Management
Change management in case of service
disruption
Vicinity alerts to customers
With the app used by Service Representatives
the corporate or a partner organization keeps a
real time track of an engineer’s geo location.
This feature, besides other tools, helps Managers
with an idea of task progress through any point
of a work day.
This feature also collaborates with the customer
app to offer vicinity alerts that helps customers
to be ready with pre-requisites at the site.
Several compliance measures like communica-
tion to customers, Service Representative
Performance metrics, early alerts for expected
service hazards and many more can be config-
ured and managed using this feature. It also
helps a central service management hub to
know more about engineer movement real time
in order to guide if required.

5. Real Time Billing and
Spend Management
Bill estimate data
communication to customers
Billing or Invoicing information
Utilization and cost data of resources for
Spend Management
This feature helps with real time billing or
estimate data communication to customers
based on requests and acquires approvals. It
also accepts payments to make transactions
cashless.
The back end application stores all standardized
definitions of tasks and integrates with other
source systems for corresponding costs.
Mapped with customer information e.g. whether
a customer is covered by warranty or not the
business rules layer applies such information to
come up with an estimate of price communi-
cated directly to customers through the app.
It reports on utilization of resources drilled down
to granular levels as defined in the system. This
plays a critical input to improved accuracy and
speed of spend management systems reporting
on Real Time Spend.
Real Time Communication
Management
Documents exchange for
approvals and authentication
between Customers, Service
Representatives and Service
Management Hubs
Pictures and Videos for approvals,
authentication and knowledge management
Real Time knowledge support to Service
Representatives
Documents that need to be exchanged for
several processes across the life cycle of
services including approval workflows are
uploaded and shared with relevant stake holders
using this platform. It also supports pictures and
video based communication for authentication,
training and support.
This platform enables any real time communica-
tion needed between onsite Service Representa-
tives looking for support and central service
management hubs thus improving productivity,
quality of service and customer experience.
Real Time Live
Inventory
Management
Inventory data upload or
integrated with other source systems
Automated inventory updates driven by
ODOCON transactions
Inventories either from an ERP or spreadsheets
or using direct upload or update can be con-
verted into a real time live inventory using
ODOCON Serve. It thus helps with a real time
view of live inventory to all relevant stakeholders
who can raise a request and updates with move-
ments of inventory by items and quantities as
and when they happen.
Real Time Customer
Experience &
Advocacy
Management
Status
Capture guided feedback
Marketing promotional campaigns in sync
with context
Connect to e-commerce
Customer referrals
Services organizations are sitting on gold mines
but don’t have means of knowhow to dig. The
right tools and processes will empower them to
exploit the immense revenue potential they are
not being able to capture today. Given the
number of variables they have to deal with
firefighting everyday takes away most of the
bandwidth. Since input from ground up plays
critical to successful formation and evolution of
strategies the process remains undernourished.
ODOCON Serve is the next generation robot,
always with every component of the field force,
capturing and guiding them with velocity. Serve
keeps the customer as well in the loop. While
empowering the field force in delivering quality
@ velocity it’s the same robot that guides the
customer in buying decisions in sync with their
context. Serve goes beyond its own perimeter to
collaborate with other similar agents that cap-
ture customer contexts from multiple sources in
relevance.

6. This bot is here to stay and keep rearranging
business components to boost bottom and top
line goals in sync.
Governance
Approval Workflow
Management
Business Rules
Management
Real Time Notifications and
Alerts Management
Masters Management for People, Assets
and Data
Governance is driven by Approvals and Work-
flows, Business Rules, Notifications and Alerts
and Masters Management.
Business Intelligence
ODOCON comes with a highly configurable layer
of Business Intelligence. It can support any view
needed out of any data captured through the
entire life cycle. The system tries to maintain a
significant level of granularity at data level to
ensure diversity in Management reporting. The
speed of data reported back to the system while
a process is executed or just completed helps
derive Real Time Rear View Business Intelli-
gence.
Such reporting data supports any form of trends
analysis and predictive modeling.

7. Sarbajit Das
Adeona Technologies Private Limited
302, Balaji Business Centre,
Subhash Road, Vile Parle East,
Mumbai, Maharashtra 400057.
Mobile: +91 985.089.0976
email: sarbajit.das@odocon.com
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