EXECUTIVE INSIGHT INSIGHT

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1 EXECUTIVE INSIGHT INSIGHT FIELD SERVICES Mobile Enablement: Field Service Automation Real-Time Scheduling and Routing, GPS Integrations Prove Popular December 21, 2010 A Joint Research Paper from Astea International and TSIA

2 Mobile Enablement: Field Service Automation TSIA-EI Table of Contents Executive Summary... 3 Mobility Drives Adoption of Next-Generation Field Service Tools... 3 Figure 1: Adoption and Planned Spending for Key Field Service Components... 4 Mobile ROI: Five Primary Benefits... 4 Figure 2: Offer Extensions and Accept Rates for Home Office/Home Theatre... 6 Mobile Enablement: THREE Phases of Sophistication... 7 Astea International Mobile Workforce Optimization Solutions... 8 Figure 3: Geo-Based Appointment Mapping... 8 Figure 4: Astea s Application Includes Support for Electronic Signature Capture Astea Customer Case Study: Industrial Gas Company Astea and TSIA Recommend Endnotes Contact Information TSIA Camino San Bernardo Suite 200 San Diego, CA U.S.A. Tel.: Fax: info@tsia.com Astea International Inc. 240 Gibraltar Road Horsham, PA U.S.A. P: P: F: info@astea.com TSIA Astea International Page 2

3 EXECUTIVE SUMMARY Of the 24 cross-discipline categories of technology covered by the TSIA 2010 Member Technology Survey, the number one top spending area was mobile enablement, with 34% of field service members having approved budget for increased mobility in TSIA Research has identified three categories of mobile enablement impacting service organizations today: mobile knowledge and search tools, productivity applications and, the focus of this report, mobile field service automation. Mobile tools and applications can have a dramatic impact on your field technician productivity, operating expenses, customer satisfaction, and even revenue. In this report, the drivers behind the mobile revolution will be explained, along with an overview of innovative mobile technology from one of TSIA s strategic partners, Astea International. Field service management should evaluate how adoption of next-generation mobile technology can streamline processes and information access for employees, with impacts to operational effectiveness and profit, including increased value-added service capabilities. MOBILITY DRIVES ADOPTION OF NEXT-GENERATION FIELD SERVICE TOOLS It is no surprise that spending on field service automation tools, like other areas of enterprise applications, has been down over the last two years due to shrinking budgets in the face of economic gloom. But as spending began again in 2010, field service organizations are pulling the trigger on some overdue software upgrades: spending in all areas of field service technology tracked by the 2010 TSIA Member Technology Survey saw big budgets allocated for new tools, including mobile field service, which had the highest planned spending of any category tracked in the survey across service disciplines. As seen in Figure 1, 38% of field service members report that they currently are using some type of mobile field service tools, while two-thirds, or 67%, have adopted parts logistics tools, and 60% have adopted field service scheduling applications. Figure 1 also shows the percentage of members with approved budget for new technology in , and while scheduling and logistics tools showed a very large intent to purchase 19% of members each the real surprise came from mobile field service with a whopping 34% of members planning a purchase in the next year TSIA Astea International Page 3

4 Figure 1: Adoption and Planned Spending for Key Field Service Components TSIA Member Adoption and Planned Spending Mobile Field Service 34% 38% Scheduling Optimization 19% 60% Adoption Planned Spending Parts Logistics 19% 67% 0% 10% 20% 30% 40% 50% 60% 70% 80% Source: TSIA 2010 Member Technology Survey Mobile ROI: Five Primary Benefits Enterprise application vendors began touting mobile capabilities a decade ago, with WAP (wireless access protocol) applications delivered by several CRM vendors, including Oracle, Siebel, and SAP, as early as the late 1990s. The user interfaces (UIs) were clunky, the functionality thin, but it was true innovation to have sales and service employees suddenly able to complete transactions in real time from their car or at a customer site. Many analysts, including this one, touted mobile access to enterprise content as the next big thing, but years past with little adoption and zero reference customers. To drive greater adoption, mobile field service tools had to evolve beyond just putting applications on smartphone browsers, some actual improvements to processes, productivity, and operating costs were required. When building the business case for mobile enablement, look for return on investment (ROI) in these five areas: Productivity improvements. The first report in this mobile series discussed how mobile access to enterprise content and knowledge is changing service organizations, and this is as true for field service as it is for technical support and professional services. 2 With mobile access to enterprise content and knowledgebases, field technicians can check part inventory 2010 TSIA Astea International Page 4

5 in real time, access knowledgebases and online diagnostics while at the customer site, and even collaborate with a global team using discussion forums or other social media channels to solve complex problems. The cost savings from these knowledge anywhere capabilities include less customer downtime, shorter onsite appointments, and more issues resolved on the first visit. Improvements to accuracy. Traditionally, field technicians will log all of the work performed that day from memory or notes taken throughout the shift. Mobile applications provide a more accurate audit trail by recording exactly what time a technician arrives onsite or when a repair is completed, as well as more accurate recording of parts, labor utilization and travel, and expense records (T&E). This accuracy can come in very handy when reporting on adherence to service-level agreements (SLAs) for response time or resolution time, as well as for accurate billing and inventory management, requiring integration to back-office/enterprise resource planning (ERP) systems. Push vs. pull scheduling. Today, most field service agents receive their appointment schedule at the beginning of the day, i.e., the schedule is pushed to them at the start of their shift. With a wireless-enabled workforce, schedules can be changed throughout the day, so as technicians finish one job, the next appointment can be dynamically determined based on any number of criteria: current location, skill set, customer value, parts availability, etc. If an emergency situation arises with a priority customer, the next available field technician can be dispatched to that customer without contacting every field person to juggle schedules. Appointment schedules may evolve throughout the day and technicians can pull assignments in real time. Intelligent routing. One of the hottest features in mobile field service technology is leveraging global positioning system (GPS) integration. The GPS location software, using either a tracking device mounted to a field vehicle or even using the GPS tracking feature in a smartphone, can identify the current location of a field agent and provide updated driving directions to identify the closest agent for an appointment or to factor in current location when scheduling the next service appointment. Additionally, routing instructions can use current traffic conditions to help field techs make it to the next appointment as quickly as possible. Revenue generation. TSIA s 2007 survey of consumer home services found that field service agents can sell extremely well. As seen in Figure 2, consumers using in-home installation services for their home-office purchase accepted upsell and cross-sell offers for additional products, services, and extended warranties from the onsite technician a high percentage of the time, often 100% of the time TSIA Astea International Page 5

6 Figure 2: Offer Extensions and Accept Rates for Home Office/Home Theatre Home Office Upsell/Cross-Sell 40% 35% 30% 25% 20% 15% 10% 5% 0% 17% 17% 27% 27% 23% 17% 37% 37% 33% 27% 27% 13% Offer Extends Offer Accepts Source: TSIA Consumer In-Home Services Survey A full 100% of in-home service customers accepted an offer for preventive maintenance service or extended product warranties. And customers requested additional software and software upgrades without prompting. The lowest accept rate, slightly less than 50% for offers concerning additional computer peripherals, is still a significant portion, and a much higher accept rate than typically seen for inbound contact center or consumer technical support offers. One of the key barriers members identified to successful field service selling was an inability to close the deal in real time collect an approval signature, accept payment onsite, and process the transaction immediately. Wireless devices solve this problem, not only by allowing field technicians to finalize the deal and accept a signature and payment, but also by leveraging offer management software to identify selling opportunities. These systems allow unlimited offers to be stored and associated with particular products or known problems. Over time, the system learns when an offer is likely to be most effective and will prompt the agent when an existing offer applies to an interaction, factoring in the products purchased, the reason for the call, the customer s environment and purchase history, etc TSIA Astea International Page 6

7 MOBILE ENABLEMENT: THREE PHASES OF SOPHISTICATION While most field service automation vendors have a mobile vision, it is important to understand exactly how mobility is delivered, as early solutions have less flexibility than more mature approaches. In general, TSIA Research has identified three phases of sophistication regarding mobile enablement of field service applications: Phase 1: Browser support. Since all vendors offer a Web client for their applications, the first phase of mobile enablement is supporting the browsers used by smartphones. The usual supported list includes Apple Safari, BlackBerry browser, Google Chrome, Microsoft Internet Explorer Mobile, and Opera Mini. The downside to this approach is that users are accessing Web pages designed for full-size monitors with a tiny smartphone screen, so usability is an issue. Also, some parts of the standard Web application may not work in all browsers, such as Apple s lack of support for Adobe s Flash. iphone and ipad users will not be able to see Flashbased elements such as video tutorials, diagrams, and some reporting functions. Phase 2: Mobile-specific UIs. The next phase of sophistication is designing Web applications specifically for each mobile browser. This usually means introducing a slimmeddown version of the regular Web application, sized to fit on a smartphone screen with a minimum of scrolling and using only controls and widgets supported by each browser. This is definitely a step forward in user interface (UI) design, with much better usability. However, note that early versions of mobile-specific UIs may have very few features, with additional features coming in each release. Before going this route, be sure all features required by employees and/or customers are currently available or on a near-term roadmap. Phase 3: Native applications. The most sophisticated level of mobile enablement includes native applications, such as iphone applications available from Apple s App Store, which have been tested and approved by the device manufacturer. Not only do these applications offer the highest level of usability, they allow integration with other device applications, such as allowing users to send an or add a calendar entry TSIA Astea International Page 7

8 ASTEA INTERNATIONAL MOBILE WORKFORCE OPTIMIZATION SOLUTIONS Astea s mobile workforce optimization solutions combine innovative performance with truly dynamic capabilities to provide real control in real time. By optimizing and balancing the complex tradeoffs between service cost and level of service, this innovative technology helps improve efficiency, accuracy, and profitability. Astea s Dynamic Scheduling Optimization Engine and Mobility Solutions combine innovative performance with truly dynamic capabilities to provide real control in real time. Ultimately, Astea allows service organizations to accommodate ever-changing schedules like never before. As a result, these workforce solutions establish a competitive advantage capable of cementing lasting business relationships and creating powerful new business opportunities, regardless of the size of the service organization. Daily scheduling is an extremely complex and demanding environment due to the infinite number of variables, constraints, and possible solutions that are typical in field service organizations. Unlike batch-based schedulers, Astea s dynamic solution constantly recalculates changes in real-time for highly optimized schedules in a fraction of a second. It delivers the fast, intelligent response time and agility necessary to handle last-minute changes and conflicting constraints. As a result, it optimizes the efficiency and effectiveness of the field operation minimizing labor costs, travel time, and penalties while maximizing conformance to service commitments and service level agreements for improved customer satisfaction and loyalty. Figure 3: Geo-Based Appointment Mapping Source: Astea International 2010 TSIA Astea International Page 8

9 Every time a customer calls, field dispatchers must base their scheduling decisions on a variety of variables, such as technician skills and availability, travel time, parts, customer service level agreements, location, priority, customer expectations, and many more. Astea s solutions integrate street-level data to automate the decision-making process and provide accurate travel times and optimal routes and costs. Astea understands that there may be times when schedules need to be manually adjusted, so their solution has manual override functionality to address the need for flexibility. Astea s solutions empower teams with real-time information they can act on. More than a system, it s a part of the team facilitating aggressive pursuit of productivity improvements and cost-containment initiatives through seamless communication and improved response time. Astea s mobile solutions bring to the market a revolutionary workflow software product that uses innovative wireless communications technology with handheld computers, laptops, and PDAs to automate field service processes and help field service personnel do their jobs better and faster. With their smart mobile client technology, field service technicians are able to complete their work uninterrupted, regardless of wireless coverage. Astea s mobile solutions eliminate the manual inefficiencies and paperwork that can overwhelm service technicians. With Astea s mobile solutions, service technicians receive work orders electronically on their mobile devices. It then guides them, screen by screen, through the job, prompting them to perform standard tasks, take notes, and even record future recommended repairs or activities. For equipment-centric service organizations, service technicians can expedite problem diagnosis and resolution using Astea s unique equipment diagnostics, readings, and tasks framework. And wireless data communication keeps them in real-time contact with each other and the office, cutting down on cellular phone and pager bills. For other service organizations, a general tasking framework provides step-by-step guidance through service tasking, ensuring that service detail is captured and available for reporting or analysis. When done, the customer approves the work by signing the worker's screen. With the touch of a button, the completed work order is automatically sent to the office for processing and customer billing. At the same time, the service worker can or print a copy of the work summary to multiple customer contacts for instant review. No intervention from the office is needed. With Astea s mobile solutions, field service personnel can spend their time in the field, better serving customers, generating new business, and increasing the bottom line. The solutions support various languages, measurement systems, and time zones. Astea s mobile solutions provide a complete disconnected out of coverage capability. Because Astea operates with a database on the mobile unit, it can store, manage, and retrieve far more information than most competitive solutions. Remote management tools support a full rebuild of the application and all data to another unit should a device be broken or need replacement. The mobile application also manages the connection to the network, automatically finding available connections, queuing information when a connection is not available, and flowing information to and from the unit 2010 TSIA Astea International Page 9

10 when the connection is restored. The mobile application provides the core workflow, rendering of information in context, storage and retrieval of information in the unit, and many configurable options to fit workflow and process decisions. Figure 4: Astea s Application Includes Support for Electronic Signature Capture Source: Astea International Astea s mobile solutions provide unique remote administration capabilities that provide unparalleled ease of support and lower the total cost of ownership. With Alliance Mobile, support personnel can troubleshoot problems and upgrade mobile devices in the field over all wireless networks. Field service personnel do not have to waste valuable time bringing devices into the office for service. Alliance Mobile also has a patent-pending capability that quickly restores all Alliance Mobile data in the event of a device failure TSIA Astea International Page 10

11 Astea Customer Case Study: Industrial Gas Company This Fortune 500 company, one of the three largest industrial gases companies in the world, needed a solution to streamline and standardize its field service operations, eliminate extensive paperwork, and improve technician productivity. The company deployed Astea s mobile and service management software to dramatically reduce the amount of administrative work required by field service technicians, making them more productive and better able to provide fast service to customers. The solution s adherence to standards and best practices also support the company s quality methodology and initiatives. The benefits were impressive: 50% reduction in tech admin time. 20% less overtime due to productivity. 40% less time to log a call. 95% less phone time with techs. Work order steps reduced from 20 to 7. Expanding into other divisions. ASTEA AND TSIA RECOMMEND Like any hot technology trend, when investing in mobile enablement it is important to prioritize projects based on potential return on investment, not cool factor. Consider these factors when designing your mobile strategy. Start by surveying. Be sure you have survey data to understand what mobile devices your customers and employees use and what use cases for information access (self-service, incident management, product roadmap) they need the most. This will help you decide not only what devices to support, but what functionality to enable first. Balance employee and customer-facing initiatives. Don t focus solely on mobile enablement for customers or employees; try to create both in incremental steps. If your current knowledge management and search vendors do not offer mobile versions, work with them to prioritize what features you need first. Go best of breed. As more field service vendors begin releasing mobile versions, companies with homegrown platforms wind up even further behind the industry. Wean yourself away from homegrown tools and adopt best-of-breed technology that offers support for emerging technologies and platforms at an accelerated pace TSIA Astea International Page 11

12 ENDNOTES 1 The TSIA Member Technology Survey is an annual survey asking corporate and community members what enabling service technology they are using, how satisfied they are with it, and in what areas they have incremental spending planned in the coming year s survey had over 500 respondents. 2 For more information on knowledge anywhere, see the August 2010 Executive Insight, Mobile Enablement: KM and Intelligent Search. Device Maturity and High Consumer Adoption Drive Mobile Innovations TSIA Astea International Page 12