laying the foundation for field service agents
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Completed in 2005, this shows how mobile phones can assist field service agents.
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laying the foundation for field service agents
- 1. Laying the Foundation for Field Service Agents Mobility Solutions from Microsoft ® and [MO Name] [Mobile Operator Logo]
- 13. A Day in the Life Tim, Field Service Representative [Mobile Operator Logo] 7am 12noon 5pm 8am 2pm 1pm Tim reviews his schedule and maps out where he needs to go. Views clients request and checks past service history. Completes job, captures client signature, closes order and submits to the back office. Checks and replenishes inventory, maps next customer site. Completes his services for the day and submits his timesheet to his supervisor. Upsells extra products to client, closes out job and sends to back office.
- 14. Case Study: U.S. Army “ The Pocket PCs are small enough that an FSR can enter a vehicle and crawl around without getting caught up on any of the gear. And with drop-down menus instead of handwritten notes, the process of collecting vehicle information is much faster and more accurate. ” -Tony Kado, PM HBCT Product Assurance Division Reliability Branch Chief, U.S. Army [Mobile Operator Logo] Company Profile The Project Management Heavy Brigade Combat Team (PM HBCT) supports the delivery, maintenance and modernization of the U.S. Army ’ s heavy ground combat vehicles and weapons systems. Solution Implemented an advanced data collection system featuring Microsoft ® Portal Server 2003, SQL Server™ 2000, and Windows Mobile ® device. Benefits Projected improvement in data accuracy, significant decrease in reporting time, more efficient data analysis, enhanced operations and decision making, reduced costs. Situation Struggled with manual data entry of report information and needed to streamline their data process to effectively acquire, manage and analyze data.
- 19. Appendix: Additional Field Service ISVs [Mobile Operator Logo]
Notes de l'éditeur
- Core Strength: With FieldCentrix ’s smart mobile client technology, field service technicians are able to complete their work, uninterrupted, regardless of wireless coverage. With FX Mobile, technicians receive work orders electronically on their mobile devices. It then guides them, screen by screen, through the job – prompting them to perform standard tasks, take notes, and even record future recommended activities. FieldCentrix also has a unique equipment diagnostics, readings, and tasks framework. Function: FX Mobile can extend existing ERP/CRM solutions or other modules that comprise the FX Enterprise solution suite. FieldCentrix Enterprise is a complete application suite that seamlessly links process, people, parts and data through the combination of workflow software, real-time wireless and Web communications, and mobile devices. Suite includes: FX Mobile, FX Service Center, FX e-Service and FX Resource Utilization. Customization: It can run out-of-the-box, deployed in a matter of weeks, without any customization. It also has tools that enable customizations to be made to unique customer requirements. Budget: Starts as low as $35,000, and grows depending on number of users and other modules (besides FX Mobile) that customer wishes to deploy. “ FX Mobile is an important part of Honeywell’s commitment to apply new technologies to increase productivity, add value, and better meet customers needs.” – Santosh Patel, Director of North American Field Service Operations, Automation and Control Solutions, Honeywell Success Story: Honeywell Customer Profile: Honeywell is a worldwide leader in technology and manufacturing. Its Automation and Control Solutions (ACS) division provides products and services that addresses commercial and residential building needs. Situation: Needed a means of reducing large amounts of paperwork and associated administrative tasks that were burdening the field technicians in the ACS division. Solution: Honeywell deployed Microsoft Windows handheld computers running FX Mobile wireless and Internet-based field service automation software from FieldCentrix. Benefit: Automates dispatching and record keeping, overall improvement in service quality, productivity gain, increased efficiency, increased customer service, and improved cash flow. www.astea.com
- Core Strengths: IntelaTrac Mobile Workforce and Decision Support System addresses Operations, Maintenance, Process Safety Management, and Environmental compliance requirements where step change improvements in work processes have been identified to achieve Operational Excellence. As a proven line of business application, IntelaTrac provides a framework that accelerates and sustains process improvements so that clients achieve a systematic application of best practices with a focus on reliable operations. The IntelaTrac approach is sustainable, helping to create a proactive and empowered field worker culture to deliver competitive advantage. Function: Built on common code base using Microsoft stack technology including Microsoft .Net Compact Framework, Mobile 5/6, SQL Server 2005 Compact Edition, SQL Server 2003/8, Microsoft XP and Vista, and Mobile Device Manager 2008. Works in both disconnected and connected mode. Industrial use of Bluetooth peripheral integration and RFID technology. Open API (Web Services, SOA based) Customization: Simple configuration without programming or scripting. Only requires a few hours of training. The content engineering effort can be from days to weeks depending on the client ’s choice of execution. Budget: Typical cost is $250,000-$750,000. (Typical hard-dollar payback on IntelaTrac projects is three to six months with the auditable annual “prize” ranging from $500,000 to $1M per plant/location.) “ Our customers typically see a one to two percent reduction in maintenance expenditures when using IntelaTrac, because people are more proactive, more productive, and able to prevent failures.” – Donald Frieden, CEO, SAT Corporation Partner Profile: SAT Corporation, based in Houston, Texas, is a leading provider of integrated, collaborative automation solutions used by mobile field workers in manufacturing industries. Situation: Manufacturers need to improve asset management, mitigate the impact of an aging work force, ensure regulatory compliance, and deliver best practices to field workers. Solution: Using Windows Mobile 5.0 and Microsoft development tools, SAT created IntelaTrac to manage and collaborate the automation system that dynamically manages mobile work processes. Benefits: Improved operational efficiency, reduced maintenance costs, better execution of best practices, better integration of field and core business data and respected foundation for new solutions. www.sat-corp.com
- Core Strength: CorrigoNet greatly improves maintenance and field service operations by keeping field workers and office workers connected in real time. The system provides a powerful work-order dispatch and management system that helps field workers perform more efficiently and effectively by giving them important work-related data on site on their Windows Mobile devices. By replacing paper-based systems with wireless communications, CorrigoNet enhances the entire service operation by tracking workers and their work, reducing field workers ’ travel time and expenses, eliminating paperwork administration and data re-entry, capturing labor and parts costs more accurately, tracking above-standard work and invoices faster, and improving asset management and inventory tracking. Function: Corrigo provides SaaS applications that can be accessed from anywhere via the Internet and Windows Mobile devices. CorrigoNet is a whole service management solution that combines Web-based service request forms and tracking, smart scheduling of work and wireless dispatch of work orders, automatic preventive maintenance scheduling, checklists and inspections, and asset management using the Internet and Windows Mobile devices. Because Corrigo hosts the application, customers avoid large IT investments and can scale easily as needed. Customization: This is based on needs of the customer. Usually, little to no customization is needed. Budget: $35-45 per user per month. Developing Case Study/Success Story www.corrigo.com
- 12/28/11 22:48 ©2007 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.
- Core Strength: FAST is flexible, powerful and surprisingly simple to master. It offers advantages for rapid-deployment situations across large geographic areas. In record time, workers learn to create forms, map locations, upload and download data, and enter and report data. All FAST solutions are completely scalable – from a single project to an enterprise-wide solution – without re-engineering required nor time lost to the learning curve. Function: Stand-alone application that enables users to quickly create data collection forms/surveys, pushes them via wireless services to the field, then enables field users to complete and submit forms to headquarters for reporting, mapping, analysis and export to multiple file formats (including SQL). Customization: Few hours training on day one and by day two – fully operational, creating forms, collecting data, reporting, mapping and analyzing data. Budget: $10K-$100K (depending on the solution scope, mobile devices and wireless data services) “ It’s a great advantage for Sharp Electronics. We’re now collecting more information than ever… and in real time.” – Steve Faulkner, Director of Field Marketing, Sharp Electronics. Success Story: Sharp Electronics Customer Profile: Sharp Electronics is a nationwide supplier of consumer electronic products. Situation: Gathering detailed weekly data from 500 retailers across the U.S. and then synthesizing the data for management was slow, inaccurate and cumbersome. Solution: Sharp Electronics deployed the FAST solution from GeoAge to add real-time data to their process. Each Field Marketing Manager uses HP iPAQ running FAST. Benefits: Same-day product availability enables detailed, consistent, accurate data gathering, survey creation, and increased efficiency. www.geoage.com
- Core Strength: Builds powerful Windows Mobile applications using Microsoft InfoPath, which ships with Microsoft Office. No need to purchase an expensive proprietary tool from a separate vendor. No coding required. Function: Uses Microsoft InfoPath to build powerful business forms. Formotus converts InfoPath forms into Formotus applications that run on Windows Mobile devices, then submits the data directly to SharePoint over the air using the carrier network – directly to the back-end data source. Can work with other data source that expose Web services such as Microsoft SQL Server, Oracle, SAP, etc. Customization: Immediate and out of the box, customizable in minutes to hours Budget: Single user is $35 per month, volume discounts available for larger customers with multiple devices. Developing Success Story/Case Study www.formotus.com
- Core Strengths: PanatrackerGP has a user-friendly interface incorporating color touch-screen and flexible field entry options. It provides multiple connectivity and configuration options to support unique data capture requirements. Its ’ barcode scanning creates accurate inventory control. Function: PanatrackerGP is a solution consisting of mobile and server-based software that integrates with Microsoft Dynamics GP. Customization: Key functionality available right out of the box. Customization and enhancements are available. Budget: Software and implementation costs between $25,000 and $40,000. Mobile computer hardware and configuration is additional. Some connectivity options may incur additional costs. Developing Success Story/Case Study www.panatrack.com