Enhancing Field Service Support in CRM Systems with LBS
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1 Enhancing Field Service Support in CRM Systems with LBS Computer Science and System Engineering Department University of Zaragoza (Spain) J.A. Bañares P. Álvarez R. Béjar S. Blasco P.R.Muro-Medrano
2 Index 1. Location in CRM 2. Strategy to incorporate LBS in Field Service for different users 3. Java Components Based Architecture
3 1.Location in CRM Customer relationship management Customer relationship management solutions (CRM) are software applications that allow companies to find, grow and retain customers. Include: Call centres Sales Tracking Transaction Support
4 1.Location in CRM Field Service Schedules for the technicians who perform services at customer sites Managing field service orders and technician assignments Improve the efficiency of internal or thirdparty field service organization.
5 1.Location in CRM Location Linking virtual information with the real world Location is an ubiquitous ingredient in information systems Fundamentally important to business
6 1.Location in CRM Use of GIS in Analytical CRM Location Information within sales and marketing activities Analytical Use of GIS functionality to manipulate spatial data
7 1.Location in CRM Web Field Service Gives support for contact field service technicians through mobile communications
8 1.Location in CRM Location Devices
9 1.Location in CRM GIS and LBS in CRM GIS and Location-Based Services provide important functionality to CRM Location-based services Any service or application that use location based information through Internet or mobile phones Net-enabled, available to anyone, anywhere, anytime, on any device Use location and mobility of devices in real-time
10 2. LBS in Field Service Use Cases of LBS in Field Service Web Service Order Request Service Manager (Field Service) Vantive DataBase Service Order Reception Service Requests WMS Service Information LBS Service Orders Internet Designation of Field Technicias for Service orders State change notifications Location Notifications Service Orders Field personal (Web Field Service)
11 2. LBS in Field Service Platform to provide LBS Presentation Tier Application Tier Middle Tier Data Tier Wap HTTP Web Server WebField + LBS WebField Service Java Bean & Java Components cluster Internet LBS Map Server GeoData DB Wireless Internet JSP Engine Geocoder Wired Intenet VanAPI (Java) Comunications iwserver Java App. LBS Tracking RPC Vantive System JGISView Field Service Vantive DB
12 3. Java Components Visualization (Web Map Server)
13 3. Java Components Web Map Clients HTML, Java Applet, JGISView application
14 3. Java Components Real Time Data Acquisition Observer Observer Observer Observer Polling Process GPS GPS GPS Kernel Message Manager GUI Coding Decoding Module GPS Component Automatic storage Database Radio Component GUI Client Client Client Clients Managing Radio Component Radio Kernel Message decoder Call creating and scheduling Call Call Low level protocol Serial port
15 3. Java Components Geocoder Transforming textual terms in a location
16 3. Java Components Catalog OpenGIS WWW Web Server Discovery Services Database Discovery Services Web Search Services Catalog Management Off-line Data Quality Check Database
17 Conclusions & Future Work Conclusions & Future Work The integration of location-based services and GIS functionality in Vantive Field Service applications as a set of Java components Future work Incorporate LBS service in the rest of Vantive CRM modules Incorporate easily customizable LBS in Vantive applications.
18 The End Computer Science and Sytems Engineering Department Labortory of Advanced Information Systems (IAAA) Telephone: (34)
Enhancing Field Service Support in CRM Systems with LBS
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