5 Reasons for. Field Force Automation. Is there room for improving your field force efficiency and productivity?

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1 5 Reasons for Field Force Automation Is there room for improving your field force efficiency and productivity?

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3 Reason 1: Improve the field force productivity Field Force Automation solutions provide field workers and back office administrators with the right set of tools to service your clients in a more flexible, real-time and customer-oriented manner. Field Force Automation is all about enhancing your service levels for your customers. Driven by innovative technology, it enables you to deliver that differentiating level of excellence. Reason 2: Improve customer service and satisfaction level Reason 3: Invoice faster Reason 4: Reduce operational risks Reason 5: Differentiate from competition

4 Reason 1: Improve the field force productivity Benefit: reduce operational costs There are few things that affect your organisation s operational costs and service levels more than the productivity of your field workers. 25% reduction in idle time. Research by Aberdeen Group shows stunning results on how Field Force Automation not only improves productivity but also decreases costs. Other findings from the survey: 22% reduction in fuel consumption 32% improvement in fleet utilisation 31% reduction in daily mileage 11% increase in service revenues 9% improvement in workforce productivity What can TRASYS solutions do for you? Optimize resource allocation based on work orders. Provide a real-time overview of your service operations. Give mobile workers access to the correct information at the right time. Digital capturing and automatic quality control of data in the field. Workflows: a standardised way of working for different user devices. Paperless operations.

5 Reason 2: Improve customer service and satisfaction level Benefit: increase loyalty The field service staff form the front line of the business and play a critical role in customer retention and company reputation*. The key is to be able to service every client as an individual, implementing a culture of service quality and monitoring customer perception and value. While the service market is still growing, managing the service excellence in a structured and strategic manner will need additional help from automated solutions. What can TRASYS solutions do for you? Support new technologies to enhance task execution: 360 view of the customer, access asset information, field data capture, etc. Enable multi-channel communication with customers. Streamline communication between the field and the back office. A company s most valuable asset is how it is known to its customers. Brian Tracy

6 Reason 3: Invoice faster Benefit: speed up cash flows Many companies are still very slow in producing an invoice for a customer after they have delivered their services. This is often because of excessive manual administrative processes and, since this is so expensive, a lack of staff to do all the short-term administrative work. A manual cash flow cycle depends on human intervention. The more people involved, the higher the costs. Manual processes also tend to be inconsistent, leading to a lack of process control and visibility concerning exactly where things stand at any given time. A fully automated invoice process from the start until the end of the service order will therefore greatly increase the efficiency of the service operations. The faster the administrative staff receive feedback from the people in the field, the faster they can start generating the invoice. What can TRASYS solutions do for you? Automated invoicing procedure based on standardised workflows and quality checks. Seamless integration with back office financial systems. More efficient administration avoiding multiple data capture. Improved data quality. Question: «What is average time between the delivery of a customer service and sending your invoice?»

7 Reason 4: Reduce operational risks Benefit: increase your control Field workers always face a certain amount of uncertainty when executing their jobs because of factors such as: new and unknown locations a limited view of the problem and history of the situation the type of materials and products used physical and biological hazards travel time Studies show that a significant number of companies are taking steps to reduce these risks by the integration of new technological solutions. Being able to have a real-time view of your current operations, customer requests, stocks and distributed assets is not an unnecessary luxury. It s crucial for making the right decisions. What can TRASYS solutions do for you? Dispatch the right info at the right time to the right person. Provide a real-time view of your maintenance history, current operations, stock and distributed assets, so that actions are based on reliable data. Automate process & workflow from planning to invoice. Streamline field and back office communication. «Risk comes from not knowing what you re doing» Warren Buffet

8 Reason 5: Differentiate from competition Benefit: consolidate leadership The question is not How can I make more margin? Rather, the question is: How can I generate more business? You only have 3 options: grow your market share increase your service prices or...do both! The tricky bit is the how. What can TRASYS solutions do for you? Prevent churn by measuring satisfaction with services. Differentiate by customising services. Interact more efficiently by personalising the communication. Help you understand each customer as an individual through a 360 customer view. Make your choice. Either be better than your competition or be different. If you can t be better, you have no other option than to be different. But in a way that is relevant to your customers. The only way to do this is to really know your customers hopes and fears. And you can very easily discover these by just asking them. Register as much feedback as possible before and during the service and ask for their opinions afterwards. 360 customer view analytics on this data will reveal how your customers feel about your services, what their hopes and fears are. Before long, you ll be able to read their minds.

9 Managing change internally Very often, the biggest barriers to field service automation optimisation are the resistance to change of the staff, lack of budget, resistance of IT departments and the complexity of the integration with legacy systems. It can be a vicious circle. If the solutions are too complex to integrate, IT will resist because there are quite a few risks involved and it will take more time and resources. Additionally, complex systems can scare off people who are not familiar with digital solutions, which explains why staff may also be reluctant to implement the solution. IT departments need a flexible and modular solution, which uses standardised integration capabilities and reuses the existing legacy systems as much as possible. Besides lowering the cost of roll-out, such a solution decreases the Total Cost of Ownership (TCO) and is able to adapt to future operational changes. The way it deliver its functionalities to the user should also be intuitive. This will lead to greater acceptance of the solution by the staff.

10 TRASYS Field Force Automation solutions TRASYS Field Force Automation is an on-demand mobile-based solution that increases productivity and the value of your field force by providing: Streamlined resources allocation Real-time access to work order information Optimised routing Field data capture and real-time reporting Available in a software-as-a-service mode, it differentiates from other solutions by offering smooth integration into the existing IT architecture and governance, ensuring interoperability with the legacy systems. About the author: Christophe Patris is Solution Line Manager at TRASYS, in charge of mobility solutions. He helps our clients to take the next step in reducing administrative tasks and shortening work order management cycles for workforces in the field. Christophe Patris Solution Line Manager, Mobility. For more information, mail christophe.patris@trasysgroup.com or info@ trasysgroup.com

11 TRASYS development platform Our mobility developments are driven by the IBM MobileFirst Platform Foundation environment.

12 About TRASYS TRASYS is a 70 million+ IT solutions & services company that helps customers in government, manufacturing, energy & utilities and financial services to tackle business-critical and transformation challenges. Operating throughout Europe and headquartered in Brussels, TRASYS prides itself on getting IT done and empowers customers to increase business agility and enhance operating efficiency. For more information info@trasysgroup.com +32 (0)