How To Manage Location Technology

Transcription

1 WELCOME! Wednesday, September 10, :30 pm -2:30 pm EDT Field Service Management Where Logistics Meets Location Technology Joe Francica Vice Publisher Directions Media Mike Karlskind Senior Business Analyst ClickSoftware Greg Donahue Senior Marketing Manager Pitney Bowes MapInfo Tom Myers Senior Product Manager Pitney Bowes MapInfo Moderator: Mike Agron, Executive Advisor, Directions Media GoToWebinar conference call via landline OR VoIP. For VoIP: You will be connected to audio using your computer s speakers or headset. For landline: You may select Use Telephone after joining the Webinar. US attendees call (702) , access code: (Other countries, please refer to the list provided in your invitation)

2 Agenda Welcome and Overview A Word From Joe Francica ClickSoftware Use Case Examples Pitney Bowes MapInfo Enabling Technologies Ask the Experts Panel Q&A

3 Agenda Welcome and Overview A Word From Joe Francica ClickSoftware Use Case Examples Pitney Bowes MapInfo Enabling Technologies Ask the Experts Panel Q&A

4 In the current climate of increasingly higher costs of doing business, combined with an ever-growing customer expectation for responsive service, requires service companies to achieve optimum service levels to remain competitive. Optimized decisions, based on accurate information especially location information are a critical pre-requisite requisite to achieving this service leadership, and thus profitable market share. Joe Francica Vice Publisher Directions Media

5 Industry Trends 1. Increasing customer satisfaction and loyalty 2. Delivering more service calls within budget 3. The intelligent management of workforces on a continuous basis. 4. Scheduling emergencies while being able to deliver on existing commitments. 5. Optimization of resources and personnel, parts, equipment, vehicles and more. 6. Gaining competitive advantage The leading news source for all things location

6 Value Propositions Towards the bottom-line 1. Accurate and reliable customer commitments 2. Selections of truly closest resource to minimize costs 3. Assure on-time arrival with driving directions 4. Visibility to all work and resources geographically The leading news source for all things location

7 Quick On Line Poll #1 Which of the capabilities talked about today would you like to learn more about? 1. Field Service Management Solutions from ClickSoftware 2. Scheduling Technology 3. Routing Solutions 4. Partnering with Pitney Bowes MapInfo 5. Other Info on Location Technology Use Cases (choose all that apply) The leading news source for all things location

8 Agenda Welcome and Overview A Word From Joe Francica ClickSoftware Use Case Examples Pitney Bowes MapInfo Enabling Technologies Ask the Experts Panel Q&A

9 ClickSoftware Introduction Mike Karlskind Senior Business Analyst ClickSoftware The leading news source for all things location

10 The Company Corporate Stability Market Leader Founded 1985 NASDAQ 2000 Domain Expertise 100+ Engagements Best Practices Partnerships Platform Customers Employees 200+ Consulting Services Alliance Volume 100+ Person Yrs R&D >500 Educational & Training Implementation Advisory Board Partner Program ClickConnect Community Core Verticals C&OE, Telco, Utilities Solution Offering ServiceOptimization Suite 9 Products Packaged Solutions 10

11 Delivering Value Across the World Telecommunication Energy & Utilities Computer & Office Equipment Home Services Other Industries 11

12 The Service Envelope The maximum service output attainable for each resource input level

13 Field Service Management To approach the Service Envelope via Optimization of field service operations in terms of : 1. Processes 2. Decisions 3. Field Execution For all Geography (the where ) is critical to optimization. Sub-optimal = Lost revenue or customer satisfaction 13

14 Why is Location so Important? Because making a plan is not enough The accuracy of the information is critical to making the most optimal plan by avoiding compounded errors. Al Burj, Dubai Empire State Building 14

15 W-6 Model for a Service Business Who does What, for Whom, With what, Where and When,.. 15

16 The Service Lifecycle: From customer call to successful delivery 16

17 1. Geo-coding: Translate address to longitude & latitude 2. Checking availability: True availability includes travel time 3. Selecting a resource & Routing the day: Simultaneous decisions 17

18 1. Dispatch: Send the job 1 hour prior to travel start 2. Travel to Site: Driving directions 18

19 1. Expected Arrival: Accurate travel estimation 2. Re-optimization based on field updates: Speed of travel time calculation 19

20 Best Outperform Rest in Key Metrics Metric Average Value Best in Class Industry Average Laggards Jobs per day per technician SLA compliance 91.2% 78.7% 73.6% On time appointments 86% 79% 72% Service driven profit (as % of service revenue) 17.2% 14.7% 11.4% Source: Aberdeen Group Dec-2006, Apr

21 The Challenge is Your Opportunity Industry Jobs Per Day Other Results TELCO +22% UTILITIES +48% INCREASED SLA COMPLIANCE BY 10% $1 MILLION SAVINGS ANNUALLY BY OUTSOURCING THE ENTIRE DISPATCH FUNCTION GOVERNMENT +25% REDUCED MILEAGE AND GAS COST UTILITIES +30% LESS DISPATCH LABOUR HVAC +20% 75% LESS DISPATCHERS UTILITIES +30% OVERTIME REDUCED BY 22% EMERGENCY RESPONSE TIME REDUCED BY 50% 21

22 Agenda Welcome and Overview A Word From Joe Francica ClickSoftware Use Case Examples Pitney Bowes MapInfo Enabling Technologies Ask the Experts Panel Q&A

23 Pitney Bowes MapInfo Introduction Greg Donahue Senior Marketing Manager Pitney Bowes MapInfo Tom Myers Senior Product Manager Pitney Bowes MapInfo The leading news source for all things location

24 About Pitney Bowes MapInfo Traditional MapInfo 21 year old software firm with roots in GIS Offer desktop applications, developer tools, web services platform, data products, custom solutions and services Purchased by Pitney Bowes in 2007 $6+ billion annual revenue 88 year old firm primarily in the mail management industry Implemented expansion strategy in 2000 MapInfo merged with Group 1 Software in 2007

25 Location Intelligence Capabilities Geocoding Assign latitude-longitude coordinates based on a street address, postal code or administrative boundary Uses include verify a customer s service options, pinpoint a delivery, check a property s proximity to the coast Mapping Data visualization you can see things that aren t apparent in spreadsheets and pie charts You can create custom mapping apps or map enablement of legacy apps such as CRM, BI, etc. Routing Powerful, server-based street network analysis engine for routing and logistics Plan routes between two or many points and create drive time matrices and polygons Visit /developersto read white papers and case studies, and download free SDKs

26 Key Differentiators Technology and business focus rather than GIS focus Means seamless integration with existing IT infrastructure and people skill sets Adheres to IT and Geospatial standards = lower Total Cost of Ownership

27 Partnering with Pitney Bowes MapInfo Extended evaluation periods so you can fully test drive our products Extremely flexible license modelsto best suit your needs Comprehensive technical support We strive to be TRUE partners MapInfo consistently goes the extra mile. They continuously offer us new ways to use their technology and ask our advice on how to improve it They are not just a vendor; they are a true partner. Tatiana Mulry,, VP of Information Products & Services, Global Development Group, MasterCard International

28 Quick On Line Poll #2 What part of field service management interests you most? 1. Scheduling and routing 2. Location based analysis 3. Strategic and tactical planning 4. Real time optimization 5. Latest applications of location technology (Select all that apply) The leading news source for all things location

29 Agenda Welcome and Overview A Word From Joe Francica ClickSoftware Use Case Examples Pitney Bowes MapInfo Enabling Technologies Ask the Experts Panel Q&A

30 Ask The Experts Panel Q&A Joe Francica Vice Publisher Directions Media Mike Karlskind Senior Business Analyst ClickSoftware Greg Donahue Senior Marketing Manager Pitney Bowes MapInfo Tom Myers Senior Product Manager Pitney Bowes MapInfo Moderator: Mike Agron, Executive Advisor, Directions Media