This document describes a field service management solution called Hormiga that helps optimize field workforce performance through features like field visibility, routing optimization, performance analysis, and a full field service suite. Hormiga provides real-time field monitoring, forecasting of daily activities, and alerts managers to deficient performance. It also leverages the collective knowledge and decisions of field workers to generate optimized routes and increase efficiency.

1. Field service management
Optimize your field force performance
and leverage productivity to lead your
market
Features
Hormiga
™

2. Field visibility
• Granular Activity Recognition
• Forecasted Daily Activities (FDA)
• Real-time Field Monitoring
• Deficient-performance alerts
Optimization and performance
accelerators
• Field-Wisdom Routing Optimization
• Employee Performance Analysis
• Professional Collaboration
• Analytics Tools
Field service suite
• Scheduling and Dispatching
• Sales and market intelligence
• Asset Management
• Inventory Management
• Proof of delivery and Logistics enhancers
• Delivery and Courier Add-ons
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2
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Table of content

3. Granular Activity Recognition
Measuring performance increases profitability.
Granular Activity Recognition state-of-the-art technology
measures and analyzes performance, automatically identifying
how, where and when each employee activity occurred,
without the need for manual reporting.
Field visibility1

4. Presenting full visibility of the field, Hormiga generates a
unique minute-by-minute activity-based analysis report,
displaying precise durations of employees traveling, working or
idle, providing managers with authentic behavior patterns and
performance rates.
Pinpointing high-performers to stimulate improvement and
formulate best practices, managers additionally detect wasted
resources and faulty work procedures, saving time and
minimizing costs.
Forecasted Daily Activities (FDA)
Tomorrow’s forecast: increased performance
Generated automatically, FDA
is a forecast of planned WOs
assigned to each employee,
including WO start and end
times, travel times and
distances between
destinations.
Tracking the remaining WOs
in each shift, Hormiga
intermittently checks
employee’s location and
current activity, applying
individual performance rates
to recalculate ETAs and durations, providing highly effective
workday planning.
Field visibility1

5. Field visibility1
Managers can respond immediately to changes, assigning a
new WO to the employee most likely to arrive on time, while
customer satisfaction is enhanced by demonstrating respect
for their time.
Real-time Field Monitoring
Managing invisible teams
Hormiga’s leading-edge mobile technology provides managers
with a real-time view of what is happening in the field,
presenting precise employee locations and WO statuses.
Managers can monitor punctuality and idle time, and view WOs
to which employees are expected to, or actually arrived late.
Receiving continuous conflict-detection alerts makes it easier
to track performance efficiency and speed on an employee,
team or company level.
Hormiga displays a detailed life-cycle of each WO, while also
recording and saving each employee’s routes automatically.

6. Deficient-performance alerts
Auto-detection…it’s elementary, dear Watson
Automatically triggered deficient-performance alerts are an
unparalleled game-changer that reduces costs significantly, by
signalling excessive use of resources or inadequate
performance.
Sent to the manager when irregular actions are detected,
alerts can indicate a travel distance that exceeded the
expected distance, or activities reported far away from a WO
location, allowing managers to prevent problems by reacting to
real-time occurrences.
Managers can apply color-coding to each alert’s corresponding
action, and use this effective tool during merit evaluations.
Field visibility1

7. Optimization and
performance accelerators
2
Field-Wisdom Routing Optimization
Discover the key to effective routing
Hormiga Field-Wisdom Routing Optimization technology
utilizes decisions of the entire field workforce to generate
optimized routes, thereby reducing operational costs and
delivering maximum productivity every day.
By aggregating the routes executed in each area, Hormiga
incorporates nuggets of wisdom - the key optimization
component containing varied field constraints used by workers
for arranging route sequences. The calculated routes are far
more optimized than those generated by the most intricate
algorithm.
Retaining years of accrued field knowledge, Hormiga replicates
decision patterns that help formulate best practices and save
training resources, increasing the efficiency of the entire
organization.
Wisdom of crowds
Hormiga’s field-wisdom optimization is based on the notion
that decisions taken and the accumulated knowledge acquired
by the entire workforce contain valuable information that
should be kept and utilized to yield maximum efficiency and
optimal results.
The underlying theory behind Hormiga’s innovative approach
to field-wisdom optimization is the wisdom of crowds,

8. by which a large group’s aggregated answers to questions
involving issues that are measurable, are more accurate than
the answers given by any individual within the group, even an
expert.
A few workers per area
Companies that provide service to predefined geographic
zones with many workers assigned to each zone, are faced
with the daily challenge: whom to assign which WO? In such
companies standard scheduling optimization could provide a
suitable solution.
However, the majority of organizations worldwide assign only a
few workers to each geographic zone, and for them the
challenge is different: How to provide each employee with the
optimal WO sequence, given field constraints that no algorithm
can calculate? For these companies a standard scheduling
optimization solution cannot solve the problem, and could
even result in a negative ROI. Hormiga’s field-wisdom routing
optimization technology ensures the highest ROI, uniquely
suitable for these service organizations.
Employee Performance Analysis
The key factor for improvement
As a field-service company your workforce is your
organization’s most costly resource, and each employee’s
performance bears significant impact on the company’s
Optimization and
performance accelerators
2

9. profitability and customer satisfaction. The best way to institute
continuous improvement is by monitoring employee
performance levels. Engineered to perpetually analyze and
increase performance, Hormiga integrates Employee
performance analysis in each function in the system, displaying
individual and team performance rates on nearly every screen.
Pinpointing patterns to stimulate improvement
Optimization and
performance accelerators
2

10. Optimization and
performance accelerators
2
Hormiga captures detailed activities and evaluates productivity
on an employee, team and organizational level. Using Granular
Activity Recognition and conflict-detection alerts, managers can
track poor performance and discrepancies, punctuality and
first-time-fix-rates, as well as travel and idle time.
They can also compare team member performances and
identify high performers’ work patterns, replicating these
patterns to increase productivity and help define best practices
policies.
Hormiga tracks and measures closely the performance rates of
each employee, which has a direct effect on customer
satisfaction and which significantly elevates the NPS (Net
Promoter Score).
Employees whose performance is monitored tend to follow
work procedures more closely, and are therefore, far more
productive.
Professional Collaboration
Treasure of practical knowledge
Recognizing the unique value of employee collaboration in
service organizations, Hormiga has taken this concept to a
whole new level: Not only does Hormiga retain employee
knowledge, it automatically shares this knowledge with all field
personnel, thereby transforming them into highly professional
service teams equipped with up-to-date information and the
most effective mobile tools.

11. Optimization and
performance accelerators
2
Insights
An effective means of knowledge-sharing in field service
organizations, Insights are helpful tips, based on field
experience that employees share with their colleagues. Linked
automatically to corresponding work orders, products and
customers, all relevant insights appear when a worker accesses
any relevant work order information, eliminating unnecessary
delays and increasing first-time-fix-rates.
Insights relate to 4 areas:
• Product may contain tips about new products
• Customer could indicate a customer’s operational hours
• Access may contain a keypad entry code
• Professional experience could indicate a shortcut procedure
Parking tips
Ending the eternal search for the ultimate parking spot,
Hormiga saves parking tips shared by employees, and utilizes
them to benefit other workers, thereby saving appreciable time
and eliminating the anxiety of parking in congested areas.
Workers are prompted to indicate the parking type and to rank
it. These rankings are aggregated, and a score is assigned to
each parking location. When approaching a destination all
recommended parking options in the area are displayed
automatically, color-coded according to colleague rankings.
Consult a colleague
Employees can share a WO’s details with a colleague for the
purpose of consultation in solving a problem or sharing a

12. Optimization and
performance accelerators
2
location. This helps increase efficiency by enabling workers to
carry out each task as quickly as possible.
Knowledge base
Hormiga‘s knowledge base includes user manuals and
operational guides written by company personnel, and are
linked to each relevant product, along with the insights,
allowing employees to access all the professional knowledge
they need from one central location. This dynamic and
up-to-date knowledgebase is an effective means of retaining
field experience, ensuring workforces that are highly
professional and productive.
Analytics Tools

13. Optimization and
performance accelerators
2
Hormiga leverages the potential of data analysis to produce
precise analysis reports in uncommonly high-resolution,
revealing detailed performance trends of the entire
organization.
Hormiga’s effective analytic capability to systemically obtain
real-time data is essential for producing accurate reports,
enabling companies to identify their most lucrative customers,
best performers, and field force behaviors and patterns, thus
providing the key element to ensuring continuous
improvement and market supremacy.

14. Field service suite3
Scheduling and Dispatching
Instant dispatching, maximum accuracy
Hormiga’s easy to-use drag and drop interface for WO
scheduling and dispatching provides real-time visibility of all
WO statuses, history and locations, enabling dispatchers to
assign tasks faster than ever.
With the ability to respond quickly to sudden changes,
dispatchers identify immediately the person with the right skills
who is predicted to arrive fastest at the required destination.
Saving valuable time, Hormiga eliminates lost WOs, alerting in
the event of a scheduling error, thus maximizing the efficiency
of each day.

15. Field service suite3
Sales and market intelligence
Untapped source of revenue
Hormiga leverages the opportunity of a field rep meeting
face-to-face with customers, to suggestively sell a variety of
add-on products, renew a service agreement, or upgrade a
device to a newer model.
Hormiga’s intuitive marketing surveys enable workers to
gather valuable information about competitors, customer
behavior patterns, number of family members and rooms, and
more. Surveys are conducted independently, requiring no
customer participation, and data is used for tailoring unique
offers suitable to specific customer needs.
Asset management
A full history of every asset, corresponding WOs and warranties

16. Field service suite3
is accessible by all workers, including every task performed on
each asset, enabling organizations to track their workforce
activities closely, and provide far better and faster customer
service.
The ability to update or retrieve information in the field in
real-time, such as completing an asset report and sharing it
with the entire organization within minutes, plays a crucial role
in efficient asset management, reducing troubleshooting time
and costs.
Inventory Management
It is essential for organizations that provide field service and
manage a vast number of items and parts to know exactly
which parts were used by each field worker, when, and for
which task and customer. Accurate inventory management
ensures high FTFRs, reduces costs, while also preventing
unsupervised inventory usage and unforeseen waste.
Each time a part is used the central inventory database is
updated automatically, providing the entire organization with
up-to-date information, and field employees with real-time
accurate stock levels in their van.
Proof-of-Delivery and Logistics
enhancers
Hormiga supports logistics and distribution companies
including delivery and freight functionalities, providing field
personnel with the most advanced proof-of-delivery

17. Field service suite3
capabilities and cutting-edge mobile tools.
Hormiga incorporates delivery notes and complete SKUs and
product-trees, in addition to supporting return of goods by
customers, dynamic replacement of goods and digital
signature.
Hormiga also supports drop analysis and optimization,
providing the ability to record the required outcome,
indicating, for example, whether a package was delivered to
the correct location or person, or at the required time.
Delivery and Courier Add-ons
Aimed at positioning couriers and delivery companies ahead of
their competitors by ensuring the most productive day each
day, Hormiga supports any number of pickups and
deliveries, bulk shipments and all tasks that require Cash on
Delivery (COD) support.

18. Field service suite3
Providing maximum service level, delivery personnel can easily
revise digital manifests, and prevent errors by scanning
packages, thereby increasing Right-first-time delivery rates.
Hormiga is suitable especially for organizations that assign
only a few employees to each geographic area, where
optimization can be achieved by utilizing field wisdom, thereby
dramatically increasing productivity and cutting operational
costs.

19. Benefits in a nutshell+
Harness crowd-wisdom to grow
your bottom line.
Optimize field work-force efficiency by reducing
travel time and cutting travel expenses
HormigaTM
provides the most suitable solution for
organizations in which only a small number of field employees
are assigned to each geographic zone. By generating optimized
daily routes based on crowd-wisdom and broad knowledge of
the entire workforce, HormigaTM enhances performance,
increases productivity and reduces operational costs.
Equipped with optimized routes, real-time forecasted daily
activities, and intuitive timelines and dashboards, employees
manage their dynamic work schedules easily and efficiently.
If it’s measurable, you can
improve it.
Transform an invisible workplace into a
transparent arena to accurately monitor activities
HormigaTM
uses Granular Activity Analysis – a
performance-analytic tool that automatically captures a
detailed snapshot of what is happening in the field during the
course of each workday, analyzing work patterns and
calculating individual averages.

20. +
Happy customers, more business.
Increase customer satisfaction and loyalty
by building professional teams
With Hormiga’s state-of-the-art mobile-workforce tools,
organizations provide their customers with up-to-date
information, such as accurate ETAs enhancing customer
satisfaction and loyalty. With easy access to information
regarding each work order, product and customer, employees
arrive promptly at each destination and solve problems quickly
and accurately. This increases first-time-fix-rates and reduces
visit durations, while also eliminating calls to the office.
Share the treasure of
knowledge.
Harness collaborative knowledge to save time and
cut operational costs
Hormiga helps organizations retain and harness a vast amount
of collaborative professional knowledge (link to Benefit 4)
accessed by the entire organization, stimulating
high-performance work-teams in sharing an esprit de corps,
while saving time and continuously increasing efficiency and
reducing costs.
Such collaborative tools include operational knowledge of
experienced field personnel, retained within the organization
and used for generating crowd-optimized routing. Insights and
technical tips written by employees,

21. together with operational manuals, are shared
among the entire workforce and accessed
easily by any employee viewing a work order, product or
customer.
Established in 2003, Applicat has acquired over a decade of
industry know-how and expertise and a consistent track record
of providing innovative cost-effective and easy-to-use mobile
solutions tailored to a broad range of industries, including:
delivery, telecom, healthcare, insurance, finance, municipality,
academia, high-tech and more.
Equipped with a genuine interest in, and understanding of
business processes, Applicat‘s qualitative team of system
engineers, marketers and developers provides high-end
technological tools that drive organizations to become market
leaders.
+
About applicat

22. more about applicat
Applicat has recently leveraged its in-depth knowledge and
expertise of mobile technologies to develop Hormiga – a
workforce management solution aimed at helping field-service
organizations reduce costs and maximize customer
satisfaction, resulting in an overall increase in a company’s
bottom line. By leveraging practical knowledge of the entire
workforce, and by equipping field workers with best-of-breed
mobile tools, Hormiga heightens employee efficiency, saving
valuable time and resources. Moreover, Hormiga provides
dispatchers and managers with high visibility of the field, to
effectively monitor employee activities and evaluate
performance, thereby further increasing productivity.
While other optimization tools are available in the marketplace,
they are aimed mainly at completing maximum tasks with
minimum resources, and are suitable for organizations that
employ many field workers in each geographic zone. However,
Hormiga’s unique optimization technology is the only solution
truly suitable for service organizations that assign relatively few
employees to each geographic zone, providing the highest ROI
for this type of challenge.
Vision and mission
Applicat’s vision is to help field service providers gain a
competitive edge and leverage their productivity to become
industry leaders.
The ability to update or retrieve information in the field in
real-time, such as completing an asset report and sharing it
with the entire organization within minutes, plays a crucial role

23. in efficient asset management, reducing troubleshooting time
and costs.
Applicat provides the most suitable solution for organizations
that assign only a small number of field employees to each
geographic zone. The challenge of such companies is not who
should perform each task, but rather – what is the optimal
work order sequence of each employee that will yield the most
productive workday?
Enabling organizations to easily connect with their employees,
clients or partners, Applicat’s custom-designed mobile
channels and innovative optimization tools offer a new
standard of service in field-service organizations.
As a stakeholder in the success of each and every customer,
Applicat’s mission is to help organizations provide the best
possible service and the most advanced optimization tools for
managing field workforces. This is achieved by fusing innovative
technologies with cutting-edge mobile products and a
scintillating intuitive graphical interface to create a dynamic
user experience.
www.applicat.com | info@applicat.com | call +972-3-6487410
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