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Mobilizing Field Service: 5 Key Components that Ensure Field Service Success Make Field Service Technology Work for Your Field Techs Participate in the conversation online! @IndusaITSol #IBMMobile, #FieldService, #B2Emobility
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Transcript of Webinar field service_ppt_india
Mobilizing Field Service: 5 Key Components that Ensure Field Service Success
Make Field Service Technology Work for Your Field Techs
Participate in the conversation online! @IndusaITSol
#IBMMobile, #FieldService, #B2Emobility
2© 2014 Indusa
AGENDA
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3© 2014 IndusaImage credit: www.rsc.org
Why Field Service?
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Key Industries
Machinery
Petroleum
Medical Equipment
Utility
Automobile
Home Appliance
Chemical
5© 2014 Indusa
Key Role Across Organization
Operations
SalesKey source of selling and expansion opportunitiesSupports service activitiesReliable advisor
FinanceService results in profit
Service revenue is a key growth factorLess cost to keep/sell
Maintain inventoryControl over service supply chain Keep inventory in check using barcode scanning
Product Design
Analytics for product qualityDesign based on service delivery
Improved product through innovation
HR
Recruit skilled field repField rep performance appraisalsKeep senior personnel happy
Marketing
Field rep facilitates your brand nameSocial media for brand interactions
Positive word-of-mouth via customers
6© 2014 Indusa
Field Service Solution – Key Components
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5 Key Components
Automated & Streamlined Process
Service On-the-go
Security
Backend Integration with Enterprise Solutions
Bring Your Own Device (BYOD)
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Key Component #1 - Automated & Streamlined Process
CHALLENGES
Manual data entry of work status after call
Time consuming transcription of work orders
No instant visibility into Parts and inventory
Delay in invoice processing
BENEFITS
Real-time work order status
Improve performance with automated scheduling
Streamlined administrative functions
Mitigate human error
Quick decision making in fieldImage credit: www.seratec.com.au
9© 2014 Indusa
Key Component #2 - Service On-the-go
CHALLENGES
Inability to access company data
Need to carry paper based user manuals
Difficulty in locating customer
Delayed service process, unhappy customer
BENEFITS
Real-time visibility into work status
Enable business process simplification
Improve performance
Real-time communication
Minimize the travel time and reduce expenseImage credit: www. thesmartvan.com
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Key Component #3 - BYOD
Image credit: www.ibm.com
CHALLENGES
Inability to use any smartphone or tablet device for the app
Unexpected OS crash and reboots in a mobile device
Limited use of functionalities
Delayed service process
BENEFITS
Device independent field personnel
Improves management of service operation
Leverage all device features
Control look-and-feel of the app
Reduce cost
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Key Component #4 - Security
CHALLENGES
Access to company data by anyone
Data leakage during transmission
Damage or loss of mobile device
Loss of data during employee exit
BENEFITS
Role defined access to company’s confidential data
Capture data and save it in the central database
Capture image, audio or video to be saved for reference
Ability to work offline on encrypted data
Security policies across platformsImage credit: www.datamanager.it
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Key Component #5 - Backend Integration with Enterprise Solutions
CHALLENGES
Inability to access company data
No instant visibility into work order in field
Time consuming process due to incomplete info availability
Limited information at customer location
BENEFITS
Quick access to enterprise data
Ability to access customer history on-the-go
Enhance collaboration
Increase in performance and productivity
Availability of right information at right timeImage credit: www.oyova.com
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Interactive Poll: 1
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Customer Service Department
Business Case – Field Service
Elevator breaks downCustomer calls customer service department
Notes details Sends emergency notification to mobile device of service engineer
Receives task, checks task priority and service order details
Views location on the map and travels to that location
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Business Case – Field Service
Adds details like Parts/Time spent, and adds an image and fixes it
Generates quotation in real-time Customer signature
Fixes the problemCloses the order
Problem diagnosis & resolution
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Business Case – Plant Maintenance
Plant service department Dept. supervisor
checks due service
Service technician
receives task –scheduled part maintenance
Uses field service mobile
app and performs task
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Business Case – Plant Maintenance
Performs task and sends for
approval
Supervisor signature and service
maintenance closure
Supervisor checks pending
tasks
Service technician
returns back to work
19© 2014 Indusa
About Us
20© 2014 Indusa
• Discrete and process manufacturing
• Professional services
• Public sector
• Education
• Healthcare
• Retail
Industries
• Enterprise Mobility
• ERP
• SharePoint
• CRM
• Custom Development
• Business Intelligence
• Application Support and Maintenance
• Quality Assurance and Testing
Practices
• IBM Global Business Partner
• Microsoft Gold and Silver Competencies
• Oracle Gold Partner
• Samsung Partner
Partnerships
Technology ConsultingSystem Integrator
IT Services
Headquarters: Chicago, USDev Center: Ahmedabad, India
Sales Office: London, UK; Pune, India
SEI CMM Level 4 (process maturity)ISO 27001:2005 (security)
80% of client relationships last over 8 years
Company Highlights
In business since 1989 –Over 25 years
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Key Clientele
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Indusa’s mFieldService Solution
23© 2014 IndusaImage credit: www.pxleyes.com
Field Service – Impact & ROI
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The Impact of Field Service Solutions
ManufacturingIncreased
productivity through inventory
management
Product DesignConceptualize design & monitor production
SalesImproved service
delivery & demand
forecasting
MarketingBrand recognition
& sales support
FinanceDirect impact on
revenue
HREmployee self-
service scenario
Impact
High
Medium
Low
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Factors Impacting ROI
Internal Factors
Technical efficiency Dispatcher efficiency Tighter appointment window More efficient routing or lowered fuel cost Faster invoicing Improved cost tracking Improved timesheet tracking
External Factors
Improved customer communication Improved first-time fixed rate Head count reduction Increased service revenue Increased service profitability Improved customer satisfaction Improved employee satisfaction
26© 2014 Indusa
Interactive Poll: 2
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The Future of Field Service
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The Future of Field Service
Cloud Technologies
Wearable Devices
Augmented Reality
Internet of Things
Analytics
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Recommendations for selecting a Field Service Solution
The vendor's viability, reputation, service and support
ERP integration
The field service solution's breadth of functionality
The field service solution's ability to support complex scheduling problems
The field service solution's depth of functionality
The vendor's mobile application or platform
Field service solution price or TCO
Field service solution technical platform
Pricing model
30© 2014 IndusaImage credit: www.ibm.com
IBM MobileFirst
31© 2014 IndusaImage credit: www.ibm.com
IBM MobileFirst reduces your mobile
back-end effort so that you can focus on
creating value where it matters most
– your customers’ experiences
Development
Engagement
Security
Operations
Development
Engagement
Security
Operations
Today, most organizations have no choice but to focus mobile efforts “under the surface”
IBM MobileFirst
32© 2014 Indusa
IBM MobileFirst
The five biggest challenges you will face when you build and deploy mobile apps
1. Securing apps while connecting to enterprise data
2. Rapid, continuous delivery while maintaining 5 star app ratings
3. Unpredictable scale requirements for data
4. Delivering contextual apps that are compelling and productive for users
5. Managing and troubleshooting deployed apps
33© 2014 Indusa
IBM MobileFirst
IBM has a platform to address your challenges in building and deploying mobile apps
See the results other clients are achieving with the IBM MobileFirst Platform
Source: 1. IBM Software Technical White Paper April 2014 2. Gartner Magic Quadrant for Mobile Application Development Platform, 2 September 2014.
In an IBM study, compared to “do-it-yourself platforms,” IBM’s integrated platform saves development expense across the app lifecycle from design, code, deploy, test, to operations and support1
Enables organizations to use existing skills in platforms and development approaches
Complemented by IBM’s portfolio of software and services including mobile management, application lifecycle management, cloud, security, and connectivity
Supports open standards that include IBM Bluemix services
Gartner recognizes IBM as a Leader in the Magic Quadrant for Mobile Application Development Platforms* based on its ability to execute and completeness of vision2
Gartner does not endorse any vendor, product or service depicted in its research
publications, and does not advise technology users to select only those vendors with the
highest ratings or other designation. Gartner research publications consist of the opinions
of Gartner's research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed or implied, with respect to this research,
including any warranties of merchantability or fitness for a particular purpose
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IBM MobileFirst
IBM MobileFirst software services serves a diverse enterprise customer base
IBM MobileFirst Platform IBM MobileFirst Protect IBM ExperienceOne
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Questions???
Image credit: leadershipcafe.org
Send your queries to - [email protected]
Thank You!
Indusa Website: www.indusa.com
T: 079-30484666Manan Thakkar: [email protected]
IBM (Harish Shenoy): [email protected]
Participate in the conversation online! @IndusaITSol,
#IBMMobile, #FieldService, #B2Emobility
