Case Study Leading Healthcare Equipment Provider Improves Field Service Operations and Service Levels

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1 Case Study Leading Healthcare Equipment Provider Improves Field Service Operations and Service Levels Company: Cytyc Corporation is a leading provider of medical products and devices targeted at women s health. Industry: Life Sciences Region: Americas, Europe Company Size: Large Enterprise Environment: Microsoft Exchange Type of Solution: Field Service, CRM and Dispatch Operations BlackBerry Partner Solution: Vettro Field Master Business Challenge: Cytyc Corporation wanted a way to minimize paper-based trouble ticket processes, streamline dispatch and close out work orders. They also wanted to offer customers better service and more accountability in meeting Service Level Agreements. Solution: The BlackBerry Enterprise Solution was chosen with Vettro FieldMaster because it allowed field service engineers to receive work orders and complete field service reports using their BlackBerry devices. Results: Streamlined workflow Fewer devices in the field Better organizational visibility Enhanced customer service levels More accurate parts management

2 The Challenge: Better Communications and Reporting Cytyc s business has grown tremendously over the past few years, putting a strain on how efficiently they communicate with their field workforce. Field service engineers service and maintain the company s sophisticated devices for women s health within hospitals and labs to ensure maximum uptime. But the work process for them involved multiple steps including details about how work orders were dispatched and updated, parts were consumed, and jobs were closed out. As work orders were received, field service engineers were paged to call the support center. They then had to hunt for an Internet connection for their laptops where they could receive an with job details, such as customer information and job history. Often, numerous calls would be required with the support center to verify trouble ticket details and close out jobs. When a job was completed, Cytyc was seeing an average delay of 24 to 36 hours for field service reports to be ed back to the support center. There, they would have to be manually updated into Cytyc s CRM system (MFG/Pro). The process was manually intensive, time-consuming and unreliable for field service engineers, the central office and customers. There were often long delays between a service call and reporting at the back end. Cytyc was also limited in how well it could measure its customer delivery against Service Level Agreements and overall client satisfaction. Why BlackBerry and Vettro? Cytyc began its search for a complete mobile solution by defining business requirements that would better support field service engineers and the central office. Their criteria included: Quickly dispatching work orders to the best-suited field service engineer without relying on laptops Effectively communicating updates to work orders for field engineers Accurately capturing and reporting work order duration for Service Level Agreement measurement and billing Better tracking of parts used and ordered for each job Streamlining updates to the back end system and minimizing manual procedures Increasing overall service levels and customer satisfaction We started with the thought that we needed to generate electronic field service reports, says Dennis Pappas, Director of Customer Service. They are the heart of the information coming back from the field and directly affect our record keeping, service and revenue generation. Once the business needs were defined, Cytyc began testing mobile solutions, including devices and applications. The result of their extensive research? Cytyc is leveraging the BlackBerry Enterprise Solution and Vettro FieldMaster to wirelessly dispatch work orders and complete associated updates and reports directly from BlackBerry devices. Vettro FieldMaster is integrated directly with Cytyc s back end CRM system, providing a direct and dynamic connection between the company s CRM system and field operations. The BlackBerry devices consolidated all our mobile communication needs, including data, phone, and paging on one nice, integrated device, says Pappas. And Vettro FieldMaster fully takes advantage of the BlackBerry solution, from offline functionality to wireless installation, allowing our field service engineers to use BlackBerry as a true mobile computing device. 2

3 Partner Profile: Wireless Field Force Management and Reporting Company: Vettro Vettro s applications unlock the value of enterprise CRM investments, driving business and service improvements for field operations Vettro offers two product lines to the market Vettro RainMaker for field sales and Vettro FieldMaster for field service and fleet operations Featured Product: Vettro FieldMaster Application Type: Dispatch and Operations Business Value: No other solution offered us a way to integrate with MFG/ Pro. It was a commitment of time and resources to make this connection, but I liked that Vettro offers good value out-of-the-box for the field solution, and they have a verified installed base of satisfied customers for this kind of solution. Dennis Pappas, Director of Customer Service, Cytyc Corporation Today, Cytyc s field service engineers receive new work orders and updates through Vettro s FieldMaster on their BlackBerry devices directly from the MFG/PRO back end. Each work order includes full details of the job, including customer contact information, job history and parts details. With one push of a button, engineers can keep the support center up-to-date on job progress as they accept, head to, initiate, and complete the job. Additionally, field service engineers can seamlessly enter parts used as they work, as well as order parts required for shipment to the customer site. The timesavings have been exceptional. By eliminating the numerous steps involved in dispatching a job, Cytyc has saved per work order. An additional per completed field service report has been eliminated since, on average, engineers now complete these forms in five minutes instead of 20. And, they no longer have to use a laptop to send the data back to the head office, saving five minutes in connection and boot-up time. At the back end, Cytyc has eliminated the manual re-entry process with additional 15-minute timesavings. A field service engineer now uses Vettro FieldMaster to gather all the information as they are working. Throughout the process, the back-end system is constantly updated and kept current. The combined return on investment on Cytyc s deployment has exceeded initial projections by more than 75%, and is expected to generate a total cost savings of $300,000 annually. I can say that we ve not only saved time and become more efficient, but this solution has paid for itself within a year, says Pappas. For more information, visit The real beauty of this system is while the engineers are filling in the fields on the BlackBerry device, they are also populating the back end database, giving us important business information. ~Dennis Pappas, Director of Customer Service 3

4 Estimated Return On Investment Value to Customer Service Role Process Time Savings with BlackBerry and Vettro Support Center Field Service Engineer Field Service Engineer Support Center TOTAL Dispatching Calls Completing Field Service Report Connecting a laptop to an Internet connection to send reports Manually updating the field service report into the system 500 users = $235,000 value in time saved per month 5 minutes Estimated time saved per work order: 50 minutes Estimated time saved per month based on processing 1,000 work orders: 830 hours Because of these improvements, Cytyc met an important business objective: to gather and measure their response and delivery against Service Level Agreements. Since every job is now time-stamped from the moment a job is accepted to the time it is completed, they can provide their customers with more accurate records. The real beauty of this system is while the engineers are filling in the fields on the BlackBerry device, they are also populating the form at the back end MFG/PRO database, says Pappas. It s allowing the company to share the same up-to-date information and interact with our customers with a single face. The engineers also use Vettro FieldMaster to track parts used and ordered for each service call. This allows the company to better manage its inventory and collaborate with other engineers while in the field. If someone runs out of a certain part, they can another engineer to see if they have one, says Pappas. This not only improves our customer service, but we also really see a spike in team work. Everyone feels totally connected now to each other, to the back end and to the customers they are working with. As an added bonus, a field engineer can now fax or the field service report for the customer, receive acknowledgement on the spot, and leave a copy at the site without having to look for an Internet connection. 4

5 Results Streamlined Workflow: The BlackBerry and Vettro solution resulted in a 50-minute reduction on each work order, from start to finish, benefiting field service engineers, the support center and customers. For more information on solutions for BlackBerry, visit Enhanced Customer Service Levels: Cytyc can offer better customer service with the ability to measure time dedicated to calls. Based on the success of this project, Cytyc is equipping additional users globally on Vettro FieldMaster and planning to extend their current CRM system to users throughout the company, starting with their applications specialist groups and working up to the sales team. Fewer Devices in the Field: They ve simplified procedures for technicians by consolidating mobile computing and communications needs on the BlackBerry device, limiting the need to use laptops. More Accurate Parts Management: With BlackBerry and Vettro, engineers have a better ability to track parts used during service calls. Better Organizational Visibility: With a unified view of service status and updates across the organization, Cytyc is better able to monitor its customer service. * The above information regarding third party products and services is provided in this document for your information. Since third parties provide the information to Research In Motion Limited ( RIM ) and RIM relies on the information without performing any independent investigations, RIM makes no warranty or guarantee concerning the features, reliability, or pricing of the third party products or services, or their compatibility with any RIM products. Check with service provider for availability, roaming arrangements and service plans. Certain features outlined in this document require a minimum version of BlackBerry Enterprise Server Software, BlackBerry Desktop Software, BlackBerry device software and/or BlackBerry devices and may require additional development or third party products and/or services for access to corporate applications. Prior to subscribing to or implementing any third party products and services, it is your responsibility to ensure that the airtime service provider you are working with has agreed to support all of the features of the third party products and services. Installation and use of third party products and services with Research In Motion s ( RIM ) products and services may require one or more patent, trademark or copyright licenses in order to avoid infringement of the intellectual property rights of others. You are solely responsible for determining whether such third party licenses are required and are responsible for acquiring any such licenses. To the extent that such intellectual property licenses may be required, RIM expressly recommends that you do not install or use these products and services until all such applicable licenses have been acquired by you or on your behalf. Your use of third party software shall be governed by and subject to you agreeing to the terms of separate software licenses, if any, for those products or services. Any third party products or services that are provided with RIM s products and services are provided as is. RIM makes no representation, warranty or guarantee whatsoever in relation to the third party products or services and RIM assumes no liability whatsoever in relation to the third party products and services even if RIM has been advised of the possibility of such damages or can anticipate such damages Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, Research In Motion, BlackBerry, BlackBerry Enterprise Server, Always On, Always Connected are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. All other brands, product names, company names, trademarks and service marks are the properties of their respective owners. MAT#

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