BT Business. Transform the performance of your field workforce.

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1 BT Business Transform the performance of your field workforce.

2 BT Field Force Automation can help transform the way you operate and serve your customers. Your customers service level expectations are higher than ever, whether it s a text from their grocery delivery, the urgent deployment of an engineer who is close by or a utility meter being read on a PDA, BT Field Force Automation is the ideal solution to help you match those expectations. Tailored to your business, BT Field Force Automation connects your people and assets on the road back to the office, improving the performance of your workforce and your businesses efficiency, and transforming the way you serve your customers. As well as providing your field workers with access to company systems, BT Field Force Automation connects you to your workforce in the field. This allows you to monitor, track and communicate with workers, vehicles and assets, allowing you to: Reduce operational costs by: - Streamlining company processes and eliminating paper work - Accurately tracking movement of assets, which can reduce mileage costs - Protecting you against losses from theft and damage. Exceed customer expectations through instantly and accurately placing orders made on the road therefore eliminating lengthy and laborious paperwork processes and lead times. Improve productivity by allocating jobs to the most appropriate and relevant employees. Every day, BT Field Force Automation helps companies of all sizes improve their performance. And because it s cost-effective to implement it s an excellent and practical way to transform the way you serve your customers. Whatever you need, whenever you need it. There are 3 aspects to BT Field Force Automation: software, hardware, and service. We can provide any or all of them, depending on what you need, today and in the future. Software and hardware devices. We work with world-class partners, and offer a wide range of the best software and hand held hardware devices on the market to ensure your business can run as efficiently as possible. We have a vendor agnostic approach, so will only select the suppliers that are right for you. We can integrate our solutions to work seamlessly with your existing systems minimising any disruption to your day-to-day business. Service. Field Force Automation enables you to work effectively wherever and whenever you need to. Our dedicated BT Field Force Automation helpdesk provides your field workers with access to a team of experts who can provide support on software and hardware. This, combined with our 9am next day replacement service for damaged or stolen devices helps ensure your field workforce operates effectively. Software Enhance customer satisfaction and loyalty by providing: - Accurate information to and from customers - Instant updates to your office systems with information from the field - Timely status updates of jobs to ensure customers are kept informed. Hardware Service

3 BT Field Force Automation software solutions. 1. Mobilisation Platform and Mobile Data Capture 2. Tracking and Telemetry 3. Lone Worker 1. Mobilisation Platform and Mobile Data Capture. Field workers can capture information, orders and signatures, entering them directly onto your office systems to keep everything up to date. This is a proven way to transform your business efficiency, processing, productivity and response times, all helping to save time and money. Who can benefit most? This is vital for organisations that want to effectively manage their sales, delivery and maintenance teams, and the services they offer to their customers. Our service engineers are able to go direct to their first job each day. They only need to visit the depot once or twice a week rather than every day, and we have seen far fewer failed appointments. This is reducing ineffective time and cutting costs. Andy Browne, Communications Manager, Anglian Windows. Increasing revenue and customer satisfaction through improved engineer productivity. We have helped an organisation with a team of field workers who sell, install and maintain manufacturing plant for the glazing industry. Their business challenge: To improve their paper based system which was causing a number of challenges. For example, time delays in getting paperwork from head office to remote engineers and back again was resulting in escalating costs and customer dissatisfaction. Slow invoicing was another key concern. The BT Field Force Automation solution: A Mobilisation and Mobile Data Capture solution has resulted in a far more efficient process: Customer calls are logged straight into the system eliminating paper based job sheets Data is passed immediately to field worker hand held devices Engineer time on site is tracked to allow for accurate billing and monitoring of field worker productivity Invoices are generated near real time. The result: Each field worker is able to complete at least one more customer appointment each day. This increase in productivity, along with a near instant billing process, is driving up company revenue and improving customer satisfaction.

4 2. Tracking and Telemetry. One of the key challenges for businesses in the current climate is controlling costs wherever possible. Our Tracking and Telemetry solutions can help you achieve this. By enabling you to track and monitor your vehicles, field-based staff and any other mobile business assets, you can ensure all assets are being deployed in the most efficient manner. You can also closely monitor fuel consumption, distance, routes and analyse private and business mileage to ensure greater cost control. Knowing where all your assets are at any one time also helps minimise losses through theft, damage and misuse. Who can benefit most? BT Tracking and Telemetry solutions are vital for any business with assets and workers in the field, and for organisations with a large and varied fleet, especially where vehicles are hired or contracted out. It is already apparent that the combination of technology, process rationalisation, and the greater visibility of jobs and the fleet are having a remarkable impact on our efficiency and effectiveness. Brian Olley, Work Management Programme Manager, Northumbrian Water Limited. Reducing costs and maximising revenue through improved management of company assets. We have helped a private and contract vehicle hire company that currently manage a fleet of over 6,000 vehicles. Their business challenge: Their biggest operational issue was to understand where their stock is at any given time, especially when Hire Agreements have been lost or misplaced. They also had no way of charging or billing for vehicles when supposedly off-hire but are still being used by the rentor. This was having a massive impact in terms of scheduling short and long-term rentals and was leading to spiraling costs. The BT Field Force Automation solution: A Tracking and Telemetry solution has provided full visibility of their entire fleet at the touch of a button. At any given time they know: How many of their vehicles are in the depot How many are on the road Where they are. If there is any unauthorised movement of a vehicle they are alerted immediately. The result: Because they know where their fleet is at any given time they have been able to increase revenue by scheduling rentals more accurately and maximising the use of the fleet. Unauthorised usage is now also tracked and charged. In addition, tracking has helped control costs through the prevention of theft and losses.

5 3. Lone worker. All companies are legally responsible for the health, safety and welfare of their employees. BT Lone Worker protects employees working alone in circumstances that may leave them vulnerable to accidents or attacks. Solutions can include a portable panic button that automatically alerts you to any problems. Locations can also be monitored and staff constantly tracked helping to reduce stress and provide confidence and support in difficult situations. Who can benefit most? This solution is perfect for businesses such as independent builders or housing associations where their employees work in potentially vulnerable situations. Protecting lone workers and providing essential peace of mind. We have helped an independent house builder with a team of field sales employees who travel the length and breadth of the country for sales and management meetings, and also to visit development sites and show homes. Their business challenge: The company has employees working in potentially dangerous locations. They wanted to protect those employees and demonstrate that they have taken all reasonable steps to meet their legal requirements associated with legislation around Duty of Care. BT Field Force Automation solution: A BT Lone Worker solution has provided complete peace of mind through: Complete lone worker protection Location view via GPS through an online command and control room Dedicated panic button for instant alerts SMS alerts to an unlimited number of respondents Instant voice calls in overt or covert mode for emergency situations. The result: We felt more comfortable with the backing of BT. A big advantage is that BT is able to support a wide range of technology, so we end up with a tailored solution that best matches our specific needs. Andy Browne, Communications Manager, Anglian Windows. All lone workers are now protected and have peace of mind. This organisation can now demonstrate that they have taken all reasonable steps to meet their legal requirements associated with legislation around Duty of Care. They have confidence that they are minimising the risks of fines, compensation claims and unwanted publicity, all of which can arise from failing to meet Duty of Care legislation.

6 Are you ready for the 2012 Olympic Games? The 2012 Olympic Games will present some excellent opportunities, as well as some challenges. The sheer number of visitors are likely to affect deliveries and customer appointments, and it might prove difficult for field workers to frequently return to offices. With BT Field Force Automation these challenges can be overcome. By providing your field employees with the tools to access company systems on the move, you can enable them to work effectively wherever they are and minimise the impact of travel disruption. BT Field Force Automation can also help you keep your customers informed throughout this period informing a customer of a potential delay due to travel problems, or perhaps even dispatching a different field worker to them. BT Field Force Automation can help you exceed your customers expectations during 2012 and beyond. Is your business ready for the unexpected? It s not just the Olympics that can disrupt travel, of course. As we ve seen in recent times, there are no shortage of events that can pose a challenge to business logistics from strikes to snow. But BT Field Force Automation can help you track your fleet and your staff, so you can keep in touch with your customers, keeping them informed during any delays. Giving staff the tools to work productively from remote locations will help ensure you have the best chance of coping with the unexpected, remaining agile and flexible, and continuing to delight customers. Why BT is the perfect partner to help transform your business. We work with an extensive range of world-class technology partners. We are supplier agnostic, so will select the solutions appropriate for your business needs and you will not be asked or recommended to pay for anything you don t need. Your dedicated account management team are on hand to help ensure we understand your business needs and situation before proposing any kind of solution. Our BT Field Force Automation helpdesk is staffed by a team of BT experts who can provide support for software and hardware. This, combined with our 9am next day replacement service for damaged or stolen devices, helps ensure your field workforce operates effectively. We will look at your needs in a holistic way and offer guidance on other effective solutions to help manage field workers. For example, we recognise that the cost of field workers contacting the office from their mobile devices can be a concern to businesses, and we can help address that concern through our tailored voice solutions. We have deployed Field Force Automation extensively across our own business and understand the benefits: million annual return on investment from efficiencies and cost savings - 36% increase in field service productivity. We have taken that experience and learning and used it to help businesses of all shapes and sizes to effectively implement Field Force Automation. Offices Worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc Registered office: 81 Newgate Street, London EC1A 7AJ. Registered in England No PHME 61726

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