Service Suite for Communications Mobile workforce management solutions

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1 Service Suite for Communications Mobile workforce management solutions

2 No other mobile workforce management provider knows the communications industry like ABB. That s why ABB has become one of the leading suppliers of mobile workforce management solutions to communications companies across the globe. In collaboration with many of the world s most progressive communications companies, Service Suite is designed specifically for the unique challenges of communications field operation teams. It enables service providers to utilize a single enterprise-wide solution across all offerings (phone, television, internet, wireless services and home security) and all job types (from installs to trouble calls to network service & maintenance). Communications companies are empowered to do more with less, while increasing customer satisfaction/ reducing churn, proactively upgrading and maintaining the communications network, and reducing operating costs by working smarter. Working smarter with Service Suite To maximize productivity, field operations teams need to accurately forecast demand, seamlessly incorporate contractor workforces, create optimized schedules and have intuitive, modern applications to dispatch and execute work in the field To respond faster to high priority service work and outage conditions, dispatchers need solutions that automatically handle routine work, so they re free to focus on exceptional events To meet or exceed customer expectations and make better decisions, field technicians need real-time access to back office systems and a mobile application that empowers them to perform their work efficiently and effectively To deliver on customer commitments, managers need a flexible, configurable solution that enables them to carefully balance customer appointments and high priority work with field workforce capacity and technician force-toload/availability To align with, and help drive Customer Experience Management (CEM) initiatives, communications companies need an end-to-end solution that supports their personnel at every customer touch point from the call centers to the dispatch/operations centers and out to the customer premise. 2 Service Suite for Communications

3 SERVICE SUITE FOR COMMUNICATIONS FORECASTING WORK DEMAND Service Suite s unique self-learning Forecasting module enables accurate predictions of future field work demand, including the ability to utilize historical data and events, and to evaluate and apply external factors that influence workload demand (such as seasonal variations in work, days of week, time of day, customer promotions). It accurately predicts future demand based on factors unique to your communications business, making it easier to correctly size resource capacity. CONFIDENT APPOINTMENT BOOKING Service Suite enables call center staff to confidently offer appointment windows tailored to the needs of your business - from 1-2 hour windows through to all-day or future appointments knowing commitments will be fulfilled when required. Whether booked by CSRs or using a self-service portal, booking is fast, easy, and optimized based on configurable business requirements. OPTIMAL SCHEDULING & ROUTING Robust tools enable you to easily set up and manage your field workforce profile (such as technician availability, work areas, skillsets/job types, assigned equipment). And throughout the day, Service Suite Scheduling will continuously and automatically optimize the workload across your field workforce. It takes into account unexpected events to ensure the most efficient assignments and routes, while reducing windshield time and ensuring compliance with regulatory standards for service levels and response times. Configurable parameters allow managers to tailor field service strategies to different segments of the business and across all types of field technicians including both in-house and external contractor workforces. The result is improved technician and dispatcher productivity, and tighter schedules with predictable ETAs. EFFECTIVE DISPATCH Dispatchers have real-time views and control of the entire enterprise - across geographies and across business lines. Continuous optimization frees dispatchers to perform the highest value work: managing high-priority events and exceptions. Service Suite offers an intuitive easy-to-use dispatch application along with integrated dispatch maps with drag and drop functionality to provide an interactive, graphical tool to view and manage all technicians and work being performed in the field. ADVANCED FIELD TECHNICIAN MOBILITY Service Suite Mobile innovates field work by transforming the way field technicians process work orders. Configurable workflows allow you to create guided, standardized processes for each work type from installs to trouble calls to special request orders (SRO s). With support for the most advanced mobile hardware available today (across ios, Android, Windows platforms), Service Suite ensures each technician has the right device to support them in the field whether it s a rugged notebook/handheld device, smartphone or tablet computer. Real-time access to the back office enables technicians to respond directly to customer requests in the field. The result is empowered customer service. TOTAL INTERACTIVE CONFIGURABILITY We don t believe in customization, we believe in configuration. Every Service Suite release furthers our commitment to give clients total flexibility, low project risk, fast deployment, low total cost of ownership and the power to change their system from the field to the back office. From tailorable mobile forms/data fields to configurable interface messages and interactive scheduling parameters, Service Suite accommodates all of your work, across all lines of business and geographies and helps you standardize best practices in field operations. BUSINESS INTELLIGENCE & INSIGHT Developed specifically for analyzing field operations, Service Suite s business intelligence tools are used by executives, managers, field supervisors and dispatchers for both real-time and historical information. From the enterprise level to the technician level, Service Suite helps you work smarter by providing insight into what s happening and why. SIMPLIFIED APPLICATION INTEGRATION Service Suite offers flexible integration using web services with standard business process-based messaging. As part our drive towards Total Interactive Configurability, only Service Suite offers the ability to add and edit host integration messages. Through configuration, Service Suite reduces the time, cost, risk and complexity of integration and provides what you need to connect your business. Service Suite has been integrated with the industry s most commonly used host systems including those from Amdocs, Convergys, CSG and BMC (Remedy). Service Suite for Communications 3

4 Working with the Service Suite team is about a long-term partnership. The Right Team Working with the Service Suite team is about a long-term partnership. The Service Suite solution - the software, services and roadmap - has been developed in collaboration with the largest and most progressive group of communication companies in the world. Our drive for continuous innovation in all aspects of the solution has kept our clients loyal and committed many have been with us for decades. This means you can guarantee your success by choosing the team with the industry s deepest expertise. The Right Solution Service Suite is the only workforce management solution you will ever require. Nearly 100,000 mobile technicians and their dispatchers use Service Suite everyday - the net effect from their feedback is a comprehensive, intuitive solution proven to increase productivity and reduce operational costs and inefficiencies all of which drives greater bottom line profitability. Service Suite enables you to operate and transform the way you serve your customers and maintain your communications network infrastructure. Driving value across field operations ABB s communications customers have experienced significant tangible benefits through the use of Service Suite including: 10%-30% more jobs completed per day Reduction of miles driven per day per technician 10%-20% reduction in field operations overtime 15-20% reduction in missed appointments 40% fewer customer complaints 45% reduction in mean time to repair (MTTR) Automated routing of 85%-90%+ of work orders Dispatch to technician ratios up to 1:50 4 Service Suite for Communications

5 About ABB ABB provides industry leading software and deep domain expertise to help the world s most asset intensive industries such as energy, utilities and mining solve their biggest challenges, from plant level, to regional network scale, to global fleet-wide operations. Our enterprise software portfolio offers an unparalleled range of solutions for asset performance management, operations and workforce management, network control and energy portfolio management to help customers reach new levels of efficiency, reliability, safety and sustainability. We are constantly researching and incorporating the latest technology innovations in areas such as mobility, analytics and cloud computing. We provide unmatched capabilities to integrate information technologies (IT) and operational technologies (OT) to provide complete solutions to our customers business problems. Service Suite for Communications 5

6 Contact us ABB Inc. International: North America Toll Free: Europe, Middle East, Africa, India: +44 (0) The information contained in this document is for general information purposes only. While ABB strives to keep the information up to date and correct, it makes no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the information, products, services, or related graphics contained in the document for any purpose. Any reliance placed on such information is therefore strictly at your own risk. ABB reserves the right to discontinue any product or service at any time. Copyright 2015 ABB. All rights reserved.

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