Deliver World Class Field Service with SAP Mobile Solutions

Transcription

1 Deliver World Class Field Service with SAP Mobile Solutions

2 Transforming the service chain with mobile solutions

3 Challenges facing field service organizations Service as a commodity Increasing customer expectations Increasing product complexity Rising costs of fuel and vehicle maintenance Pressure to bolster service-related revenue streams Increasing cost of carrying inventory Increased outsourcing Long cash cycles 2013 SAP AG. All rights reserved. 4

4 Mobile solutions virtualize business Mobile enables you to connect to enterprise data collaborate with partners conduct business anytime, anywhere Collect and manage samples Conduct operator rounds Inspect, maintain, repair assets Manage inventory / spares Ship and deliver Respond to outages Obtain permits Manage fly ins and assignments Manage shipments Manage time, expense, billings, orders Core Business Processes Partner Collaboration Analytics Personal Productivity & Safety Customer Engagement Perform safety checks Receive/respond to alerts Manage approvals Manage certifications Receive training Manage accounts/contracts Coordinate orders/shipping Monitor/reduce consumption Manage issues/problems Track/prepare for storms 2013 SAP AG. All rights reserved. 5

5 Successful field service solutions incorporate 5 key principles Precision Speed Routing Customer Focus Productivity Windshield time reduced by to 20% Wrench time reduced by up to 30% Idle time and over-time reduced by 40-60% Work capacity increased by 10-20% Labor productivity increased by up to 30% Rework reduced by up to 60% Reduced down-time / production delays by 20-30% Traffic & safety incidents reduced by up to 80% Service backlog eliminated (goal) On-site response performance improved by up to 60% SLA compliance improved by up to 60% SLA penalties and associated costs reduced by up to 60% Lost work days, claims and related legal/insurance reduced by up to 60% Inventory carrying costs and shrinkage reduced by up to 20% 2013 SAP AG. All rights reserved. 6

6 and realizing measurable improvements Best-in-class (top 20) companies acheived: 63% 87% 14% 13% First contact resolution / first-time-fix Workforce productivity gain over the last 12 months Service profitability gain over the last 12 months Leading service organizations that said investment in mobile tools is key strategy for improving performance Aberdeen Group: State of Service Management 2011, September SAP AG. All rights reserved. 7

7 Field Service A complete solution focused on service excellence at the point of service Customer Relationship Management Field Service Management Schedule & Dispatch Execution Confirmation Billing 2013 SAP AG. All rights reserved. 8

8 SAP mobile portfolio for field service

9 With the industry s most complete portfolio of apps And rapidly growing SAP BusinessObjects Mobile SAP Strategy Management SAP Cloud for Sales SAP Customer Loyalty SAP Precision Marketing SAP Retail Execution SAP Customer and Contacts SAP Customer Briefing SAP Customer Financial Fact Sheet Executives Sales & Marketing SAP Work Manager SAP CRM Service Manager SAP Inventory Manager SAP Rounds Manager SAP 3D Visual Enterprise Viewer SAP Multiresource Scheduling SAP EHS Safety Issue Maintenance & Production SAP HANA SAP Mobile Platform SAP Mobile Services Service & Support SAP Customer Loyalty SAP Precision Marketing SAP Customer and Contacts SAP Work Manager SAP CRM Service Manager SAP Multiresource Scheduling SAP EHS Safety Issue Engineering & Construction Logistics & Admin SAP Inventory Manager SAP EHS Safety Issue SAP Transport Notification SAP Transport Tendering SAP Finance mobile apps SAP HR mobile apps SAP Procurement mobile apps SAP Fiori SAP NetWeaver Portal, mobile edition SAP Collaboration mobile apps (SAP Jam & SAP Mobile Documents) 2013 SAP AG. All rights reserved. 10

10 built on the broadest, open, end-to-end mobile solution SAP Store LoB/Industry/IoT Apps Consumer Apps Analytic Apps SAP App Dev Tools Third Party App Dev Tools SAP Mobile Platform SAP Mobile Secure SAP Internet of Things SAP Mobile Services Presentation Frameworks Device Management IoT Analytics Engagement & Insights Application Services Apps Management IoT Event Processing IP-Based Services Foundation Services Content Management IoT Connectivity RCS/SMS/MMS Services SAP Business Suite 3rd Party Applications SAP HANA Other Databases Things 2013 SAP AG. All rights reserved. 11

11 SAP Mobile Platform Advantage that lets you centrally configure and manage your mobile applications Online, offline or occasionally connected enterprise grade Meta Data Driven client to run natively on any device without coding Point of entry business rules & validation Cats Time Keep GIS Integration Inspections Smart Work Manager Calibrations Link Documents Full peripheral integration & flexible component support Image Capture Crew Reporting Reliable, scalable & secure 100% configuration 2013 SAP AG. All rights reserved. 12

12 Empowering the field service workforce SAP CRM Service Manager Keep your customers happy while increasing service profitability Business Value Improve first-time problem resolution Streamline communications between field & office Meet SLA compliance Lower inventory carrying cost and wasted travel Increase customer satisfaction and revenue Minimize lost revenue and shorten billing cycles SAP s industry leading mobile app for service order management to get the job done right Uses Cases Enables workers to manage service orders and create confirmations with signature capture Record status, materials, problems, actions, expenses, customer signatures and more View customer data, equipment, install base listings, entitlements, contracts & service history Vehicle stock management Leverage GIS/GPS for directions SAP insights and references Enhance the productivity and effectiveness of their service representatives 2013 SAP AG. All rights reserved. 13

13 Enabling and supporting the field workforce SAP Multi Resource Scheduling SAP Fiori Approvals SAP Inventory Manager SAP 3D Visual Enterprise Viewer Resources (Workforce Mgmt.) Real-time Approvals (Operational Excellence) Logistics (Material Management) Logistics (Part Schematics) Schedule crews and individual workers Dispatch workers with all the parts, tools and information they need to complete their work Temporally and spatially track work, resources and assets Receive real-time notifications for time critical requests Review, deny, approve and modify the requests Powered by SAP Workflow to mobilize any multibranched and multi-person approval Speed receipt / back-order reporting to-and-from shipping/receiving Perform physical and cycle counts quickly Check availability of materials while on-the-job Accept & distribute incoming materials by PO Visualize and interact w/ large complex 3D schematics View interactive, animated step-by-step 3D work instructions Select parts or assemblies to view CAD and SAP business information 2013 SAP AG. All rights reserved. 14

14 What Analysts and Our Customers Say

15 SAP: Only Vendor named a leader in both of Gartner s Mobile Magic Quadrants Magic Quadrant for Mobile Application Development Platforms Authors: Ian Finley, Van L. Baker, Ken Parmelee, David Mitchell Smith, Ray Valdes, Gordon Van Huizen Gartner, 7 August 2013 ID:G Magic Quadrant for Mobile Device Management Authors: Phillip Redman, John Girard, Terrence Cosgrove, Monica Basso Gartner, 23 May 2013 ID:G This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document s are available upon request from SAP. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose SAP AG. All rights reserved. 16

16 Carefusion Global medical technology company SAP CRM Service Manager for 650 users to extend SAP CRM to service techs for data access and capture in real-time Laptops already used by technicians and affiliate technicians Windows Tablets will be future device; seamless migration using SAP Mobile Platform technology Business Challenges Sought to implement a mobile Field Service solution for SAP's CRM 7 application and also an automated field scheduling/dispatch system. Field Service Technician overtime and affiliate expenses Significant travel time between customer sites Substantial administrative rework Inefficient access to device maintenance history Challenged to stay ahead of scheduled maintenance services Benefits With Syclo mobile, data accuracy has improved by 20% Due to the more user friendly interface, field engineers gained productivity helping CareFusion manage field staffing requirements at optimum levels. Gained additional data capture on service opportunities due to improved visibility into customer data, contracts, assets, history, etc 2013 SAP AG. All rights reserved. 17

17 Honeywell Diverse conglomerate with Honeywell Life Safety as user 1 2 SAP CRM Service Manager allows technicians to have full visibility into warranties, SLAs, and other customer information Dolphin industrial mobile computer devices from Honeywell (Windows Mobile) Business Challenges Balancing multiple backend systems as part of their acquisition model: SAP, Siebel, Salesforce.com and more. Wanted to settle on a corporate-wide CRM and mobility strategy that can be tested and ultimately deployed as the model solution. Benefits 24/7 Global Support from SAP and Syclo Tight integration with SAP (not just with CRM) Instant access to trunk/truck stock inventory in the field and post stock consumption at the point of performance Highly flexible and configurable solution provides HLS the ability to adapt to local requirement facing their Field Service team 2013 SAP AG. All rights reserved. 18

18 SHARP Innovative appliances, industrial equipment & office solutions 1 2 SAP CRM Service Manager Optimized Routing Scheduling Dispatch Timekeeping Counter & Meter Reads Real time updates Offline capability Netbooks for the larger screen without being too large to carry 3 iphone acts as companion device where the workflow can be executed on from a variety of devices Business Challenges Service management business as a primary growth engine Deliver exceptional field service and maintain Profitability Streamline service business and take advantage of after market service opportunities Mobile solution that would seamlessly run on any mobile platform Extremely tight timeline for deployment, needing a solution in less than 4 months Benefits Deployed a fully featured service management application that gave them deep SAP CRM functionality in the field Techs view/start service orders on a smaller device (smartphone), and then to continue the service order on a larger Netbook device 2013 SAP AG. All rights reserved. 19

19 SAP mobile value proposition for service enterprises Virtualize, accelerate and transform Virtualize your workforce, customers, partners Accelerate your decisions and responses Transform the way you do business, and thus your ecosystem Solid roadmap of enhancements Backed by scale of SAP and partner Ecosystem The workforce is no longer confined to the desk, control room, or vehicle Customer and partner touches are continual and interactive Mobile experience becomes the enterprise-wide experience Foresee and respond to opportunities Get ahead of outages, incidents and failures Install and activate new equipment faster Integrated new partners/employees /technologies faster Respond instantly to changing demand / supply conditions Reduce cost of service delivery Improve profitability Free up funds for investment Reduce carbon footprint Protect property Save lives and promote health Measurably and directly affect consumers, businesses and communities Most complete mobile solution in the industry Easily configurable packaged apps BYOD supported by easy to use app stores Transformative solutions for leadership Scale to a highly distributed infrastructure and customer base An SAP strategic pillar Largest development effort in the industry With Syclo, SAP is proven leader in mobilizing core business processes 2013 SAP AG. All rights reserved. 20

20 How can SAP work with you? Like to learn more about a specific solution?... we can schedule a focused deep dive In the process of formulating your mobile strategy?... we can assist you in the creation of a prioritized mobile roadmap and strategy Need a robust business impact analysis for your mobile investments?... we can work with you to leverage our benchmarking and value-engineering capabilities Have an idea for a potential mobile solution?... we can help refine the use cases and potentially explore creation of a prototype 2013 SAP AG. All rights reserved. 21

22 Your Turn!

23 Appendix

24 SAP s Mobile EAM & Field Service Apps Driving Value Across Operations Value source Realized or expected improvement from mobile apps Benefit Range Increase Revenue Improve First-Time Fix Rates 15% - 20% Reduce Unplanned Downtime 20% - 30% Value of EAM & Field Service Apps Reduce Costs Eliminate Admin Time of Manual Paper Orders 90% - 100% Increase Work Order Capacity 20% - 30% Minimize Overtime Costs 40% 60% Reduce Inventory Carrying Costs 5% - 10% Eliminate Manual Data Entry into CRM 90% - 100% Optimize the Balance Sheet Accelerate Days Sales Outstanding Reduce Spare Parts Inventory 10% - 15% Reduce Pick Errors 2013 SAP AG. All rights reserved. 25

25 Complete solutions ensuring productivity and safety SAP CRM Service Manager component add-ons* Vehicle (Truck/Trunk) Stock Inventory functionality for tracking stock items stored in vehicles 3D Visual Enterprise Viewer (in dev) View part and asset assemblies Initiate tasks and transactions from therein GIS (update in dev) Locate jobs/assets on maps Find best route Locate other P.O.I.s View geo-fences to avoid unauthorized areas Geo-tag assets CATS Reporting Time tracking Measurements & Readings Capture with barcode, Bluetooth and peripherals Machine to machine Document Management Photographs Documents Analytics (in dev) Leverage for predictive service CRM Survey Perform multi-point inspections Custom forms * Available as product or service 2013 SAP AG. All rights reserved. 26