FieldPower Case Studies

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1 FieldPower Case Studies

2 Case Study Verizon Solutions 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 seconds per call and eliminating data typing errors. Business Benefits Saved 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

3 Case Study Verizon Solutions Integrated Systems Mass Market Billing (Main Frame) VRU Systems Resource Manager MCI Customer Database ZipCode Database Bell South FieldPower ISW NID ILEC Users Trouble Ticket Field Engineering Management Scheduling/Appointment Dispatch VRU MLT Test(TAFI) MCI Customer Database MMB Interface Reports Resource Management Interface Oracle Resource Manager

4 Case Study STC 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.

5 Case Study STC Integrated System NPTS RTTS (Remedy) MMS SharePoint Eagle Maps with Navteq Map Data NOC Surveillance Create TT Close TT RTTS Ticket cleared CMR Flow EAI Create Work Order Completed Job FP/WFMS NOC Dispatcher Site Implementation Register New Site Handover Process NPTS PMR Flow Stock Required MMS Close Work Order Eagle Maps Create Job Live Technician Tracking Assign To Tech Job Completion Mobile Site / Nod / MSP details EMC Mobile Users NMC Control WFMS Stock Allocation SharePoint NMC Control Approved ETL Generate Monthly PMR Certificate (for MSPs) Approve PMR Certificate Approved PMR MSP1/ Vendor1 Prepare ETL Generate PMR WO / Jobs MSP2/ Vendor2 Supervisor MSP.. n / Vendor.. n Mobile Users PMR Status Update

6 Case Study TSTT 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.

7 Case Study TSTT Integrated System Access Care Concept ware Vigilance (SIS) Metro E System

8 Case Study Radiance 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

9 Case Study Radiance Integrated Systems SAP Blackberry Enterprise Server (BES) Customer Customer reaches Hotline Create Service Order Appointment with Customer Master Data moved to FP RFC Web service Transaction SO Details moved From FP To SAP Scheduling a job Complete Job BES Server Integration Complete Job Technician

10 Case Study Best Buy 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

11 Case Study Best Buy Integrated System epos RATS CSPARC Web Store Bing Maps Blackberry BES QAS Remote Operators Connect Pro Appointment Booking Forward Planning WFMS Dispatch Control Quality Control Scheduling & Allocation Inventory Management Web Access Users Store Associates Call Centre Agent / Experts Service Order Management Reporting Payment Capture Dispatchers SMS/ Notifications Intelligent Route Optimization Crew Calendar Web / XML Security Services User Authentication (AD/ LDAP) Integration Services Bing Maps Event Handler (Legacy Integration Middleware) Web Store QAS epos BlackBerry BES BUSINESS SYSTEMS Item & Location Master (RMS) Transaction Processing Hub (CSPARC) TLUP Cross Reference & Foundation Data (Central ACE) Reporting (ODS) User Identity Management System(RATS)

12 Case Study VOLT 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.

13 Case Study VOLT Integrated System Billing System VRU Systems Volt FieldPower Web Users Trouble Ticket Technician Management Technician Availability Calendar Billing Systems Scheduling Rescheduling Order Cancelling Mobile Users Reports Shared Technician VRU

14 Case Study Altisource 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 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 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

15 Case Study Altisource Integrated Systems REALResolution REALRemit REALTrans REALServicing Bing Maps

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