putting the ipad to work in the field sept 27 th, 2012
TRANSCRIPT
Speakers
Vidya ChadagaDirector of Product Marketing
ServiceMax Inc.
Sarah HowlandEditor In Chief
Field Technologies
Agenda
ServiceMax Rugged Devices vs Smart Devices
Mobile App Revolution
Field Service & iPad Adoption
ServiceMax Mobile
Field Technologies Case Studies
Goodbye Rugged Devices, Hello Smart Devices!
Less up-front investment Business & life
interconnected Can be ruggedized Cool-factor with zen-like
experience Brand image
↓ Single-use device
↓ Inflexible
↓ Expensive
↓ Bulky and cumbersome
↓ Training needed
What’s Driving the Adoption?
Device cost and availability User adoption and ease of use Improved operational metrics and revenue generation Architecting the customer experience Increased employee collaboration
What Delights Field Service Customers?
Exact appointment times Customer tolerance for 4-8 hour
windows is evaporating
A rapid response Meet or exceed SLA times
First visit fix Fast resolution and no return visit
required
Knowledgeable field technician Right person with the right skills
and right parts
Fast and accurate billing Audit trail, time stamp arrivals/
departures, signature approvals
Mobility becomes even more critical
3 Mobility impacts on revenue
2 Mobility impacts on effectiveness
1 Mobility impacts on productivity
Calendar view of work orders and associated tasks
GPS route planning and step-by-step driving directions
Invoicing with on-the-spot signature capture
Real-time collaboration and problem resolution via ServicePulse and FaceTime
ServiceMax Mobile for iPad
Signature capture
Calendar
GPS
ServiceMax Mobile for iPadVisit www.ServiceMax.com or the Apple iTunes Store
http://www.servicemax.com/ServiceMaxiPadTrialSignup.html
Try it for Free!
Top 5 Reasons to Embrace Smart Devices
5 Stay on top of everything!
4 Handle escalations as they happen
3 Provide timely product service
2 Help your customers anywhere anytime
1 Fix it the first time around
Speakers
Vidya ChadagaDirector of Product Marketing
ServiceMax Inc.
Sarah HowlandEditor In Chief
Field Technologies
McKinley Equipment Corp
Overview • McKinley Elevator sells, installs, and
repairs home elevators, wheelchair lifts and stair chairs
• McKinley Equipment sells, installs, and repairs loading dock, warehouse, and commercial doors
What’s their solution?• Using ServiceMax software on the iPad3
to replace paper work orders and invoicesWhy the iPad?
• Low cost• Built-in signature capture
Redlands Police Department
Overview • Police department serving Redlands, CA
What’s their solution?• Using iPads and a mobile GIS application to
replace vehicle-mounted laptopsWhy the iPad?
• Lower cost solution turned rugged via OtterBox cases
• Minimal training
The City Of Corpus Christi
Overview:• 26 divisions within the city, including
utilities crews, streets crews, garbage crews, etc.,
• 1,500 field workersWhat’s their solution?
• Corpus is currently migrating all of its field workers from a variety of devices including Dell, BlackBerry and Psion to the iPad
Why the iPad?• Field workers were demanding it• Creates buy-in, makes deployment easier