fieldpower case studies - - field service...
TRANSCRIPT
Industry: Communication Services
Company Description: Verizon offers voice, computer information and data communication services for business
customers
Challenges Vendors/Subcontractors performing fieldwork
were required to contact Verizon customers a second time to schedule appointments, often missing the customer and requiring additional calls for scheduling
Retyping all customer information from one system to another
Nationwide field service support to handle customer tickets
Solution Provided Verizon call centre agents and
managers with unprecedented functionality to manage field operations, and subcontractors reduce costs and significantly improve customer satisfaction
Enabled auto population of customer data from Verizon’s mainframes, saving 60-90 seconds per call and eliminating data typing errors.
Business Benefits Saved 60-90 seconds per call and eliminated data typing errors Second call backs by the field service provider were eliminated Effective communication between Technicians, Vendors and Subcontractors Reduced >5000 call backs per month by subcontractors 220% decrease in the number of dispatchers needed. Decreased missed appointments from 25% to less than 5%. Doubled MCI's collection rates on field service work Improved overall service quality and customer satisfaction
Case Study – Verizon Solutions
Integrated Systems Mass Market Billing (Main Frame) VRU Systems Resource Manager MCI Customer Database ZipCode Database Bell South
MLT Test(TAFI) MMB Interface
FieldPower
ISW NID ILEC
Scheduling/Appointment
UsersTrouble Ticket
Field Engineering Management Dispatch
MCI Customer
DatabaseReports
Resource
Management
Interface
VRU
Oracle
Resource Manager
Case Study – Verizon Solutions
Industry: Telecommunication Services
Company Description: Saudi Telecom Company (generally known as STC) is the leading national provider of
telecommunication services in the Kingdom of Saudi Arabia providing the highest standard of services (Fixed Lines, Mobile, Data, etc) to their customers.
Challenges STC Network Operations Department is responsible for
management of their field service operations. It supports the entire service Process from creating the tickets for fixing and reporting on the problem at STC sites
Currently these operations are tracked manually using some preliminary in-house systems (PMR web and MAMAS) for preventive maintenance
Track and Monitor Managed Service Providers operations to make sure they meet the SLAs.
Track the technicians to make sure they perform the Preventive Maintenance Routines.
Solution Create a Flexible, Configurable and Comprehensive
System of Work Force Management System to manage the work force of STC and the MSPs effectively. WFMS generates PMR work orders based on the defined ETL and provides the intelligent scheduling and dynamic dispatching based on the Technician’s Skills and Technology.
Real time technician tracking using GPS.
Integration with RTTS to effectively schedule and handle Trouble Tickets (CMR)
View by statistics of relative quantity, performance, and profit / valuation
Business Benefits One holistic solution to mange the end to end business process resulting in improved productivity Improved customer service and Improved manageability of network operations activity by STC and by all the MSPs Improved process efficiency by continuous review of the existing process Library of Industry experts dashboards based on data analysis and views based on accumulated knowledge Ability to provide Ad Hoc / On-Demand reports from user defined criteria, export to Excel, Word, PDF, and Print Improved manageability of network operations’ activities Convenient Technician tracking using GPS. ETL based PMR generation and automatic scheduling to technicians based on Skills and Technologies.
Case Study – STC
Integrated System NPTS RTTS (Remedy) MMS SharePoint Eagle Maps with Navteq Map Data
Case Study – STC
WFMS
NPTS
Approved
ETL
MSP1/
Vendor1
Prepare ETL
Register New
Site
Generate PMR
WO / Jobs
Mobile Users
SharePoint
Generate Monthly
PMR Certificate
(for MSPs)
MMS
Stock Allocation
Approved
PMR
PMR Status Update
Stock Required
Site / Nod / MSP
details
Handover Process
Supervisor
Approve
PMR
Certificate
PMR Flow
MSP2/
Vendor2
MSP.. n /
Vendor.. n
EMC
Site Implementation
NMC Control NMC Control
Create
TT
Close
TT
RTTSCreate Work Order
FP/WFMS
Completed Job
EAI
Create Job
MobileJob
Completion
Ticket cleared
CMR Flow
Live Technician
Tracking
Assign To Tech
Close Work Order
Mobile Users
NOC
Surveillance
NOC Dispatcher
Eagle Maps
Industry: Telecommunication Services
Company Description: Telecommunications Services of Trinidad and Tobago Limited (generally known as TSTT)
The company, which is jointly owned by the Government of Trinidad and Tobago and Cable & Wireless
Challenges The current system does not provide any
intelligent scheduling and dynamic dispatch for control and management of the work process
The current system does not have integrated control of internal resources, third party vendors, and sub-contractors
Dispatcher manually monitors the SLA and the job stages
Solution FSA provides an one integrated solution to
manage all the field technicians, contractors and the contractor technicians.
FSA provides ‘Dispatcher alert system’ to ensure SLA of each jobs and receives alert when the technician not accept or reject the scheduled job
FSA provides ‘Technician alert system’ to alert the technician when the job has been scheduled by the dispatcher
Business Benefits Elimination of second call backs due to misinformation or lack of field coordination and planning
Improved process efficiencies across the operation resulting in increased productivity and better response time using fewer resources resulting in significantly lower cost of service.
Case Study – TSTT
Industry: Telecommunications
Company Description: Radiance Communications Pte Ltd is a joint venture between Keppel T&T and Singapore
Telecom
Challenges One of the primary challenge was to establish
live connectivity between the Mobile application and the server.
Segregate departments (into three) and develop work flow
Bidirectional Integration with SAP
Solution Used the push methodology by leveraging the
Blackberry Enterprise Server feature
Achieved by customizing the application to hold different users in different departments with different user access levels
Integration with SAP was achieved for a two way communication
Business Benefits Met a wide range of customer needs in voice and data technologies
Visibility to rectify contract/warrantee expiry issues
Auto job scheduling that minimized the time taken to assign jobs
Tracking of SLAs to resolve issues as per the contract
Identification of recurring issues for fast solution and update to manufacturers
Established good customer relations by attending the faults/Job Requests even before follow up
Case Study – Radiance
Integrated Systems
SAP
Blackberry Enterprise Server (BES)
Case Study – Radiance
Create Service OrderAppointment
with Customer
Scheduling a job Complete Job
RFC
Web service
Master Data
moved to FP
Transaction SO Details
moved From FP To SAP
Customer reaches
HotlineCustomer
BES Server
Integration
Complete
Job Technician
Industry: Consumer Electronics
Company Description: Service, Installations, Sales and Stocking Distributor
Challenges Required a Flexible and Configurable System to
provide a fully managed product for Work force Management system combined with Inventory and integrate with home grown systems
Products : TV, Audio System, Car, Camera, Computer, Music, Video Games, Phone Appliances & Cell Phones
Multiple vendor, branches, Warehouse, Field Engineers, Inhouse Engineers, Dispatchers, Warehouse Managers and Sales & Service person
Solution Delivered FieldPower and Inventory system
with configurable layer integrated with Home Grown systems
Supports vendor, branches, costing based on jobs and products, Contract, Warranty with inventory Management
System Delivered and Fully Operational in Multiple branch with vendors
System Delivered with Sale Quote , Sales and Service modules integrated with Inventory
Business Benefits Delivering High Net Worth Products in the Fieldforce Management Market Ability and Flexibility to Enhance & Launch any High Net Worth Products to Market in Rapid Time, Now and into
the Future with low cost of entry! Delivered Process Efficiencies across clients Effective MIS Reports Improved Customer Service & Response Time with Fewer Resources
Case Study – Best Buy
Integrated System ePOS RATS CSPARC Web Store Bing Maps Blackberry BES QAS
Case Study – Best Buy
WFMS
Web / XML
Connect Pro
Remote Operators
Appointment
Booking
Scheduling
& Allocation
Forward
PlanningQuality
Control
Inventory
Management
Dispatch
Control
ReportingPayment
Capture
SMS/ Email
Notifications
Service Order
Management
Bing MapsEvent Handler (Legacy
Integration Middleware)Web Store ePOS
Inte
gra
tio
n
Se
rvic
es
User Authentication (AD/
LDAP)
User Identity
Management
System(RATS)
Cross Reference &
Foundation Data
(Central ACE)
Reporting
(ODS)TLUP
Transaction Processing
Hub (CSPARC)
Item & Location Master
(RMS)
BU
SIN
ES
S
SY
ST
EM
S
Store Associates
Call Centre
Agent / Experts
Users
BlackBerry BES
Web Access
QAS
Crew
Calendar
Dispatchers
Intelligent Route
Optimization
Security Services
Industry: Telecommunication Services
Company Description: Volt Telecommunications Group, Inc. is the premier telecommunications company for
the delivery of world-class engineering, construction, installation and maintenance solutions to customers.
Challenges Volt-Telecom needed a field service system that
would manage its workforce spread across the 50 states of the United States and also interface with multiple telecommunications companies.
Volt also had a unique requirement of having to invisibly share technicians among various workforces while maintaining accurate billing information
Solution Provides a comprehensive software solution
using an easy-to-use web-based interface to enable real-time scheduling, dispatching, and tracking of field service activity.
The system empowers CLECs and ILECs to manage Inside Wire (ISW) repair and maintenance more efficiently – and, in the process, significantly enhances revenues from local service sales through UNEP.
VRU module calls all customers to remind them of their appointments the day before each appointment
Business Benefits Broad set of features enabling management of all aspects of the field service process. Enables repair appointments to be scheduled at the time of the first call to the company’s customer service Invoice collection for all ISW related activities, and the use of handheld computers in the field.
Case Study – VOLT
Integrated System Billing System VRU Systems
Volt FieldPower
Trouble Ticket Technician ManagementTechnician Availability
Calendar
Rescheduling
Web Users
SchedulingOrder Cancelling
VRU
Shared TechnicianReports
Mobile Users
Billing Systems
Case Study – VOLT
Industry: Real Estate Owned
Company Description: Property Preservation , Management and Inspection Services
Challenges Integration with different type of home grown
systems
Vendor Assignments and Reassignments
Vendor Score Card
Dynamic Forms – Preservation and Inspection fulfillment forms
Multi Vendor Management
Solution Integration with REAL Resolution system was
achieved by using REST web service
Primary Vendor Automatic Assignments and Reassignments was done based on Bing Map and other assigning criteria
Calculation of Vendor Score Card based on Quality, Drive Time and Rejection Ratio
Creation of Dynamic Fulfillment Forms available for vendor fulfillment
Implementation of Multi Vendor Management process with lead registration
Business Benefits Vendor’s performances were identified and ranked based on criteria
Primary Vendors get assigned automatically during Property Boarding
Automatic Vendor Reassignments on Vendor’s Prevent Use or In-active
Dynamic Fulfillment Forms
A new invited Vendor can register into the application on their own
Case Study – Altisource