Tranman Service Management

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1 Tranman Service Management Exceeding expectations Tranman Service Management provides complete control of your field service requirements from the initial call to charging and SLA monitoring. Through the adoption of open standards and applications that can be tailored to suit your business, Tranman Service Management ensures that your business delivers exceptional levels of service. We understand you must deliver a fast, efficient response to your customers. You need to keep one step ahead of the competition whilst maintaining efficient utilisation of resources and keep costs to a minimum. Fulfilling complex Service Level Agreements from demanding customers, through pro-active and responsive optimisation of your assets and mobile workforce. 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web: A one-size-fits-all approach to field service management is no longer what you need. You need a tailored system that provides full visibility at every point. You need Tranman Service Management.

2 Tranman Service Management Modules The elements of the integrated Tranman Service Management suite provide a total enterprise wide solution. Tranman Service Desk Handling communications quickly and accurately forms the bedrock for any service delivery application. Tranman Service Desk provides a highly configurable, pro-active approach to managing call centre workloads. We understand that business processes can vary enormously between customers or product lines, which is why Tranman Service Desk provides configurable workflow that will generate alerts to drive your processes forward. Tranman Asset Management Tranman Asset Management controls and measures all aspects of an asset s life. The comprehensive data and reporting facilities ensures that informed decisions can be made enabling your assets to provide optimal performance and efficiency, with the lowest whole life costs. Tranman Asset Management also provides comprehensive facilities to manage maintenance, inspection planning, inventory control, warranty claims management, vehicle fleet and driver management. Tranman Scheduler The real-time scheduling engine ensures that your costly field based employees are utilised as efficiently as possible. This is proven to deliver significant improvements, to lower operating costs and increase customer service levels. Tranman Mobile Tranman Mobile extends your enterprise systems to your mobile workforce, ensuring up to the minute information, more accurate data and less time spent on administration. Tranman Mobile offers comprehensive job management and progression capabilities integrated with satellite navigation for fast efficient deployment of resources. Tranman Mobile combines tried and tested web standards with online /offline capabilities to provide your workforce with maximum flexibility in the way they work. Tranman Service Desk Tranman Scheduler Benefits Tranman Asset Management tranman service management Tranman Mobile Quantifiable cost savings: 40% reduction in mileage and travel time for engineers. 30% increase in engineer productivity. 25% reduction in emergency response time. Total automation of job allocation process. Call for further information: Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

3 Tranman Service Desk Empowering your staff to meet and exceed customer expectations Tranman Service Desk enables your business to deliver a complete service to your customers, from initial point of contact and allocation of resource, through to resolution. The system can be tailored on a scheme-by-scheme basis to control your processes; capturing data specifically relevant to your business. Customisable alerting allows the system to pro-actively monitor every call or job on the system. The alert monitor allows frontline call takers or back office progress chasers to instantly view call priorities and actions based on your business processes. Designed for a modern call centre environment, Tranman Service Desk integrates with Computer Telephony Integration (CTI), GIS mapping, GPS, , fax and sms to streamline processes and reduce incident call times. The system can automatically Customers can also be granted direct access via the web to book appointments, report defects or view engineers progress via GPS using GoogleMaps. 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web: notify your customer or internal team, keeping everyone informed and allowing timely decisions to be made.

4 Tranman Service Desk Benefits Empowering your staff to meet and exceed customer expectations By combining control of your customers planned and un-planned jobs with fast, accurate call handling, your business will be equipped to tackle the most challenging service levels and succeed. Benefits Improve customer service through fast and efficient communication with , fax and SMS integration. Total automation of planned appointments. Highly configurable workflow to ensure an exact match to your business processes. Automated job progression and communication. Pro-active alerting monitors all open jobs against a customer s SLA, and warns of required actions to meet those SLAs. Multi-language and multi-currency allows international deployment. Centralised control of mobile engineers, internal repair centres and sub-contractors. Reduce data entry and identify callers through seamless integration with CTI/telephony systems. Integration with mapping systems to locate incidents and track engineers via GPS. Call for further information: Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

5 Tranman Scheduler Increasing engineer efficiency whilst reducing costs In today s demanding business environment you need to balance service level agreements, operating costs, engineer and equipment availability and still grow your business. Tranman Scheduler enables you to provide the most effective utilisation of available resources, whilst still giving your business control of geographical areas, overtime, shift patterns and service levels. Tranman Scheduler equips your business with the tools to strike the right balance between service and cost. Couple this with an accurate prediction of workloads and you have the chance for real competitive advantage. Tranman Scheduler is fully integrated into the Tranman Service Management solution and can manage the scheduling of both planned and unplanned jobs, blending them together to produce optimal schedules. Once configured Tranman Scheduler will complement your business practices and automate the scheduling of jobs to engineers, taking into account all of the variables including job requirements, engineer availability and position, travel times, engineers skills and costs. This increases competitive advantage and allows new customer contracts to be absorbed with minimum impact on head count. 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

6 Tranman Scheduler Benefits Increasing engineer efficiency whilst reducing costs Field service engineers are a vital but expensive component of any service offering. Efficient utilisation of these resources is key to ensuring the cost effective delivery of a premium quality service operation. Increase efficiency Increase the number of jobs completed first time. Improve visibility of workload peaks and the ability to take corrective action. Seamless integration of mobile engineer and call centre / back office processes. Reduce the need for office to mobile workforce communication. Automatic re-allocation of engineer jobs due to unforeseen circumstances. Automatic resolution of equipment shortages or engineer conflicts. Reduce costs Reduce travel costs. Minimise overtime and failure penalties. Minimise resource required through workforce optimisation. Automatic dispatch of jobs to mobile devices. Reduce fuel and vehicle maintenance costs. Greater control Enable forward planning of jobs to match customers expectations. Manage and measure complex SLAs. Improve visibility of workforce delays and automated response. Call for further information: Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

7 Tranman Mobile Improves the efficiency of your mobile workforce and increases customer satisfaction Tranman Mobile equips your mobile workforce with vital decision making information. This increases the accuracy of data collection, reduces the administrative burden and eliminates procedural delays. Tranman Mobile utilises proven web based technology to deliver the right information in a format suited to the device. Tranman Mobile is fully integrated with Tranman Service Desk and Tranman Scheduler to ensure jobs are immediately dispatched to the appropriate engineer. Once the engineer has accepted the job, Tranman Mobile passes the job location details to the satellite navigation system, ensuring the engineer is directed via the optimal route to the job location. Engineers can directly record accurate job details including labour tasks and times, along with parts or equipment issued. All mobile devices can be managed remotely allowing software or data to be updated at any time. 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web: We understand that your mobile workforce cannot always receive a signal, which is why Tranman Mobile includes a local database enabling seamless offline working. All details are automatically synchronised when the engineer moves back into coverage.

8 Tranman Mobile Benefits Improves the efficiency of your mobile workforce and increases customer satisfaction We understand the complexities and sensitivities of mobilising field-based resources. Tranman Mobile is optimised for your working environment, providing timely mission critical information that enables you to meet your customers expectations. Tranman Mobile is designed for the way field service engineers work, providing intuitive screens, drop down lists, diagrams and guided workflow. Benefits Improve utilisation of mobile workforce Increase customer satisfaction through automated re-visit appointment creation. Reduce device update time and costs. Increase productivity by reducing paperwork and telephone communication. Improve visibility with real time notification of job activity. Improve service by providing engineers with new or amended job details instantly. Remote, centralised management of devices and data. Increase efficiency with resource location tracking and dynamic rescheduling. Increase flexibility with online and offline capability. Secure data using industry standard encryption. Fully integrated with other PDA applications such as sat-nav, phone, image capture, signature capture and printing. Full recording of productive, nonproductive and travel time. Automated production of timesheets which can be used for payroll and bonus calculations. Call for further information: Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

9 Tranman Asset Management Maximising asset efficiency whilst decreasing whole life costs Tranman Asset Management has a heritage spanning more than two decades, with successful implementations managing a diverse range of assets. The modular approach provides comprehensive functionality that fits around your business, enabling complete control of your assets, and your customers assets, from cradle to grave. Tranman Asset Management comprehensively manages the mobile engineer vehicle fleet and drivers, and satisfies Duty of Care obligations through regular driver licence checking and vehicle maintenance management. Tranman Asset Management is fully integrated with Service Desk, Scheduler and Mobile providing the necessary management information to ensure the highest standard of customer care. Modules Asset information (simple, complex, multi-level). Planned preventative maintenance and inspection scheduling. Asset purchase and disposal. Stores and parts management. Repair authorisation. Vehicle fleet and driver management. Warranty management. Fixed price maintenance contracting. 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web:

10 Tranman Asset Management Benefits Maximising asset efficiency whilst decreasing whole life costs Accurate and pertinent information is vital in ensuring the timely maintenance and control of any asset. Tranman Asset Management provides that control in a powerful and flexible format, allowing your business to maximise asset efficiency whilst keeping costs to a minimum. Benefits Decrease whole life cost of ownership through informed decision making based on proven asset performance and utilisation. Reduce maintenance costs by disposing of assets at the optimal time, based on maintenance costs against residual value. Comprehensive features to manage internal repair shop facilities, including touch screen technology. Reduce administration burden through access to relevant information and user defined workflow. Maximise asset value by establishing optimal maintenance plans based on industry standards or best practice. Reduce downtime through co ordination of planned maintenance across associated assets. Maximise availability through proactive management of engineers vehicle fleet, including compliance with Duty of Care and driver licence checking. Reduce stock costs through proactive inventory and warranty management. Call for further information: About Civica Civica is one of the UK s most experienced providers of consulting, software and managed services, with particular focus on enhancing service delivery. The group works with more than 1,500 organisations worldwide. It has a 20 year history in the UK, Australia, Singapore and the USA. For the latest solutions information, visit: For further information or to book a meeting demonstration, telephone or tranman@civica.co.uk 2 Bromwich Court, Gorsey Lane, Coleshill, Birmingham B46 1JU Tel: Fax: tranman@civica.co.uk Web: