[1]

Storyboard for Ubiq – A product demonstration

………………………………………………………………………………………Created by Deepti Nair and Taral Kulkarni

[2]

Shailesh has been working as a customer sales executive for the last 2 years. Shailesh has done BSc in Electronics.

On any typical day, he gets on an average 10 to 12 calls from the customers which contain queries, troubleshooting problems, complaints or servicing calls. Servicing calls occupy the majority of the calls.

[3]

He receives a call at 11am from a cable television operator that one of the area he serves is facing a problem of cable breakage.

The customer says that there are currently 100 customers affected in that geographical area and guesses that an optical point failure must have created this problem.

[4]

Shailesh has 5000 fields engineers in the servicing domain and has a fleet of 500 vehicles to pick from to solve the current task.

The scheduling system intelligently calculates the nearest field engineer in that geographical area, checks the task queue of the field engineer and assigns the task to one of the field engineer, Jaydeep.

5000 FIELD ENGINEERS

500 FLEET VEHICLES

[5]

Jaydeep has been a field engineer with the company for the last 8 years. A graduate from ITI in Electronics, Jaydeep has been a skilled technician at handling internet / broadband installation and servicing.

He is often looked upon as a guru by his peers & subordinates and sought advice on installation sites by other field engineers.

[6]

Jaydeep receives notification of customer problem, the severity of the problem and the driving directions to the customer location from his current geographical position.

[7]

He reaches the customer location. He talks to the customer about the problem. He starts making notes about the problem, its occurrence, the damage caused by the problem.

[8]

On his PDA, Jaydeep checks the history of the customer –when did the customer apply and procured the cable equipment, what plan customer subscribed for.

He also gets archived byte-transfer visualizations of the cable content.

He checks if there were some problems to the customer geographies using the cable network and notices that there was an minor optical failure once a day ago. He uses that data to diagnose and solve the problem.

[9]

Jaydeep fixes this problem after an hour. Jaydeep checks that now everything is working fine.

On his PDA he can see the bytes transferred from the cable television operator to the customers’ set top boxes. Jaydeep captures the snapshot of this and terms the problem as resolved.

[10]

He asks the cable television operator to sign on the PDA – a proof that he has resolved the customer problem.

[11]

Thank you