OdoconServe 2.1One App for Livelihoodfor your customers

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.

Serve Central Hub

Service Engineer

Customers

Spares

Tools

Mobile App

WarehouseGlobal 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

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.

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.

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.

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

Time is Money... Make time.. Get ODOCON