FieldPower. Features and Functions. For more information, please visit:

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1 FieldPower Features and Functions For more information, please visit:

2 FieldPower Features and Functions Contents FIELDPOWER... 2 BENEFITS... 4 VALUE... 4 FEATURES... 5 WORK ORDER MANAGEMENT... 5 SCHEDULING & OPTIMIZATION... 6 TECHNICIAN MANAGEMENT... 7 DISPATCH CONTROL... 8 TECHNICIAN ACCESS... 9 MOBILE FIELDPOWER... 9 MULTI VENDOR MANAGEMENT... 9 REPORTING ADMINISTRATIVE FUNCTIONS LIVE MAPS QUALITY CONTROL CRM INVENTORY MANAGEMENT ABOUT ZSL INC STRATEGIC ALLIANCES & SPECIALIZED EXPERTISE ZSL CONTACT INFORMATION FieldPower Features and Functions 1

3 Fieldpower FieldPower is a leading commercial Field Service Management application that is currently utilized in many regions and languages around the globe. FieldPower is available either as a hosted application or as an on-premise application, according to client requirements and preference. One of the primary attributes of FieldPower is the ability to optimize internal operation efficiencies through picking the right technician, with the right skill, at the right time, with the right equipment and parts at the lowest cost per job. Allocating the right resource of manpower and material with optimized routes is accomplished with a complex algorithm that adjusts with client configuration in the application. Improving the ratio of repair time to drive time, improving service levels, and simplifying the user interface improve internal efficiencies and increase customer satisfaction. Optimizing Field Service Operations is a complex task that demands command of logistical, technical, and commercial aspects of the business. Effectively managing field service to achieve SLAs while minimizing costs requires precise knowledge of customer obligations and provider capabilities. Making real time adjustments in the face of unexpected events requires a very dynamic response. FieldPower offers a Comprehensive Field Force Automation system designed to provide complete management of the task assignments to skilled and available technicians. FieldPower includes Work order assignment, scheduling, dispatching, maintaining the task status, reporting, and spare parts inventory with service allocation. FieldPower has the rich functionality required to enable you to achieve optimum technical and commercial performance. Fieldpower s Workforce Management solution has the capability to plan and dispatch field service personnel and properly stocked vehicles to customer locations in a scheduled manner. This solution automates the end-to-end processes for the work force and enables dispatchers and managers to easily track all Field Engineer activities. FieldPower has the ability to send SMS messages and alerts to the technicians in the field for real time schedule changes, important updates, or incoming customer comments. Dispatchers have the ability to dynamically schedule and reschedule jobs that are in jeopardy of missing commitments or established service levels. Field delivery personnel and service technicians have real time connectivity and communication with central dispatch, regional warehouse hubs, and coordination with necessary nearest available resources. FieldPower features and Functions 2

4 Web Based Online Solution: FieldPower is a secure web based solution. Deployment of the application is centralized, which simplifies maintenance and system updates. Online hosting alleviates the necessity to download or update specialized software or hardware restrictions. The online hosted environment provides greater security and administrative controls, removing the risk from hardware in the field. Master Data Management: Master data includes records about technicians, vendors, service levels, parts, region and routes, etc. Master date is used to automate many of the decisions and transactions, applying administrator configured business rules which can be easily imported and maintained. Reports: A variety of reports can be queried, generated, exported, printed, or ed. A detailed history of transactions and results related to the Work orders is available for reporting. Reports and graphical dashboards have drill down options to review high level performance or low level detail with the click of a button. You also have the controls to dynamically build a query based on your preferences. Security: FieldPower provides secure connections for data transfer between the browser and the database by implementing SSL and data encryption as required. o o o Secure login for each user, including Dispatcher, Technician, Vendor, and Customers. Top ten security vulnerabilities as specified in the OWASP (Open Web Application Security Project) including cross-site scripting and SQL injection are addressed Sensitive data such as passwords are stored in encrypted format Audits: FieldPower provides complete audit tracking functionality for all transactions. An audit trail log for each activity is maintained to track user, activity, and date / time. o User login audit trail o Application error logs o Audit trail for master records ( who and when the records are created or updated) Scalability: You have the ability to handle any number of Field Engineers, Vendors, Dispatchers and administrative users. You can create multiple regions to manage geographic groups of personnel. Inventory Management: State-of-the-art inventory management enables you to manage parts and equipment by status and valuation. See real time inventory availability, allocated inventory, items pending return for credit, and items on order. Automatically assign replenishment stock levels, manage vehicle inventory, and make better use of available internal stock reallocation to minimize procurement costs. Tangible savings are realized when inventory and assets are properly managed. 3 FieldPower Features and Functions User Rights Management: User management and access to the application are tightly controlled and configured with the role based access control module. System administrators establish user roles and assign eligible menu items, activities, print or export capabilities, and then assigned users to roles.

5 Benefits User Friendly and intuitive, learning to use the system is quick Scalable Architecture Secure Web based environment, easy upgrades and enhancements Route Optimization reduces travel related expense and improves technician utilization State-of-the-art inventory management and parts replenishment, better allocation of inventory First call scheduling based on an algorithm of eight variables Intelligent monitoring and management using exception based analytics, quick alert and resolution to potential problems when symptoms occur Enhanced Cost Savings Enhanced Ratio of Schedulers to Field force Enhanced Customer satisfaction Increased Retention of Service Revenues Complete Field Visibility at Centralized dispatch Access on Handheld Mobility Devices such as laptop, NetBook, or handheld Smartphone Reduces the learning curve of Dispatcher and Technicians Share learning and experiences in a real time forum and build library of knowledge by Job Level Customer Retention Manager CRM database with historical reference GPS mapping with driving directions, avoid congested traffic, least use of toll roads, etc SMS Text Alerts to Technicians Cultural readiness to embrace friendly user interfaces, simple navigation, powerful knowledge search utilities, and quick problem resolution alternatives drive the technology roadmap. The technicians, call center agents, and management drive the technology to support user needs (not the other way around). Employee satisfaction contributes to customer satisfaction! Optional Credit Card Payment Processing in the field End User Consumer Portal - Customer online requests as an optional enhancement Enterprise governance determines consistent business rules Regional coordination and management of inventory and technicians with overall roll up views High volume, short and variable duration jobs, multi-day jobs Assign One or two man crews (supports multi-jobs / multi-technician assignments) Skill-based assignments Coordinate delivery of parts and accessories with technician schedules as applicable Real Time alerts identify exceptions and offer intelligent recommendations for response Real Time Queues and Board Views enable easy identification of pending tasks Flexible / adjustable responses Typically only 60% of in-home service follows expected process and appointments, variable real time adjustments accommodate unexpected deviations Manage Skill Sets and Certifications by technician and allocate jobs by skills Manage technician and delivery calendars and schedules Reschedule, repeat call, and recurring route schedule options Real time updates of technician productivity and schedule Defined Territories, out-of-service area alerts, and regional reporting Truck stock inventory and cycle counts with transferrable inventory to / from hub Replenishment and procurement supports best price and availability match 4 FieldPower features and Functions Value

6 Features Work order Management Scheduling & Optimization Technician Management Dispatch Control Technician Access Mobile Fieldpower Multi Vendor management Live Maps Reports & Dashboards Quality Control Inventory Management Administrative Functions Work Order management Customizable work order Page Complete end-to-end work order management Schedule recurring Work Orders Support Multiple Service Requests Support one or more Jobs with Single or Multiple Technicians Track Field Activity inside the work order Track closure information Track Payment information Schedule a technician from the work order Automatic or Manual scheduling options Extensive Audit Trails Quick Search & Advance Search Field Status FieldPower Features and Functions 5

7 Scheduling & Optimization Work order scheduling based on intelligent business rules and reality, FieldPower s field service scheduling evaluates multiple variables in real-time to find the right resource with the right skills at the right time. As circumstances change, FieldPower continuously re-optimizes and redistributes the workload across the mobile workforce. Automatic scheduling sets appointments without human intervention, balancing lowest cost, best customer service, and SLA s. Field service scheduling fits the changing needs of your business, winning the trust of your dispatchers and schedulers by enabling them to work flexibly in automatic or manual scheduling modes to suit their needs and experience. Intelligent first call scheduling Multiple vendor and technician work schedules Service Levels and Priorities Future technician location consideration Drive Time estimation Rush Hour allowances and adjustments Job duration and Overtime avoidance Parts availability and allocation Skills and Certifications based assignments Field service scheduling options include exact matching by skills, certifications, and region as well as having SLA and overtime alerts. Customer automatic scheduling allows the options of Exact time Plus or minus a variable number of minutes AM or PM Same Day Plus or Minus a number of days Drive time calculation mode(actual or Straight line measurements) Based on Follow-up of job concept (Jobs carried out Sequentially) Shortest Path Customer Preferred time Assignment of skill based technicians with corresponding parts allocation 6 FieldPower features and Functions In order to reduce the Truck cost and save money, FieldPower provides intelligent Route Optimization. FieldPower system analyses all Jobs scheduled on a particular date and attempts to optimize the route for delivery personnel.

8 Technician Management Manage technician calendar and availability Manage working hours, training hours and holidays Maintain different start and end Times for each technician on a daily basis Maintain the length of lunch and breaks and available time separately for each technician Technical Skill Mapping and certification Mapping Manage technician by Region and Geographical View Note: Technician often implies repair services or engineering. However, managing schedules and dispatch for Delivery and Installation is the same as managing schedules and dispatch for Technician. Create skill sets for delivery only, installation only, or combination of delivery and installation capabilities. Then assign the skills sets to jobs that require delivery and / or installation services. This is important because labor rates for delivery services may be different from installation or repair, even though the process for managing your operations is conveniently consistent. 7 FieldPower Features and Functions

9 Dispatch Control Provide customers with accurate, definitive, dynamic solutions using real time dispatch from FieldPower. Locate, communicate and start the correct technician on his way, while providing the customer with an expected arrival time. Mobile workforce real time dispatch software analyzes availability, location, drive time, SLA, skills, and each vendor or technician schedule - performing thousands of calculations in seconds to arrive at the correct technician. Work that requires immediate attention based on Priority, SLA, Jeopardy Alerts Work that should be happening in the next hour or later the same day Workers that have unassigned work periods Automatic or Manual SMS Messages to Technicians from Dispatcher Optional Enhancement for Two way SMS communication between Dispatcher & Technician The real time dispatch view allows you to reassign work(system will suggest the alternate Technicians), text the technician, receive conformation of time of arrival at the customer location, and display driving directions all in one place, at one time, and while keeping a complete history of events. FieldPower features and Functions Delivery schedules can be established with predefined routes on recurring days of the week, or days of the month. Customer deliveries can be set based on established routes and estimated time of arrival. Real time adjustments of routes can accommodate unexpected variations in customer availability, while maintaining maximum travel time optimization by location. 8

10 Technician Access Duty Roster Technician access to personal job assignments and provides real time status updates from field Travel time estimation and actual time tracking Actual working time tracking Job status tracking Work progress tracking Save remarks and learning Parts requested, part received, parts installed, parts returned for credit Alert technician to parts returnable for core credit, track returns by technician Alert technician to field scrap parts to Recycle Customer Signoff details with completed job to customer Field Payment Processing option Mobile Fieldpower Instant dispatch of service call information to mobile devices Real-time status feedback from field to central dispatch and customer service Automatic connecting and reconnecting as users move in and out of cell coverage areas, with storage of work data on mobile device Time tracking and field service mobility reporting Job acceptance, reschedule requests, or rejections Location and Navigation SLA and SMS alerts Options for maintaining vendors Options for maintaining employees / technicians by vendor Client Admin can create users for vendors Vendor can allocate / schedule a task to their own user / technician Limited access rights and permissions to vendors and their Users Vendors can view only their own tickets and update details accordingly Vendors can view only their own employee information and calendar Severity level for escalation (levels 1, 2, and 3) sent to the respective persons Vendor can view their Technician reports, such as utilization, quality, availability, revenue, etc., Vendor can put their availability, and schedule their own technician(s) online Each Vendor can create a region / location based on zip code Each Vendor can create Technicians based on their specialization, skill sets and experience Each Vendor can upload their own logo and themes for the vendor company 9 FieldPower Features and Functions Multi Vendor management

11 Reporting Reporting measures quantity, quality, and cost effectiveness, and presents this information in a way that allows you to make decisions and forecasts. FieldPower reporting provides operations management with the information to run daily operations, as well as an overview of progress, cost, and profitability. FieldPower includes more than fifteen field force automation reports that have historically been proven useful to client companies in the past. Furthermore, you have the option to produce your own reports dynamically and save your personalized report settings. If you prefer, we can customize reports for you. All the reports are having Drill down feature and export to Excel, PDF or Doc formats. Each report has a variety of selection criteria. The following are some of the most popular reports: Availability of Technicians to work dates vs. Customer call Dates Reporting showing multiple visits to solve the same problem Appointment Scheduled vs. Technician Work Date Report Appointment Requested vs. Scheduled Date Report Effectiveness of Utilization of time report Number of billable Truck Roll reports Appointment Report Work Resolution Report Revenue Produced Report Summary of all Work Tickets Life Time Report Quality Report Inventory Report Audit trail report Manage user roles, rights, and restrictions Create, manage, and report custom fields dynamically Create and manage skills and certifications Manage Service Level Agreements, Warranties, and Extended Warranties Create and manage SMS Templates Manage Zip Codes and Postal Codes Regional management Vendor Management Manage cost and valuation 10 FieldPower features and Functions Administrative Functions

12 Live Maps Visualizing worker and customer locations on maps enables the overview required to make important big picture decisions. The Geographic Information System (GIS), made by combining GPS with Microsoft's Virtual Earth, gives insight to improve business decisions. Location based service mapping provides a view of your field service operations. It also adds a visual dimension to your reporting. Improve your business decisions by using mobile field force location based service from Virtual Earth to represent field or asset locations. Inventories can be added to the map to present more background. Field service management location based service provides information in familiar road map format. Quality Control The quality of work performed from the customer s point of view is extremely important both for retaining customer loyalty and for your company s reputation. FieldPower provides an independent Quality Assurance module so your customers can privately tell you what they thought of the work and why, and offer suggestions for improvement. Once work is complete, FieldPower s your customer with a web site address and personal login so each consumer can rank work that was performed. Each login is unique to the particular work order or ticket. ZSL Inc works with you to design a series of questions about the quality of the work so the customer can quickly provide you with feedback and suggestions for improvement. The survey is also an 11 FieldPower Features and Functions Businesses can use the Field Service location based service software to find the exact type and status of their field processes. This maximizes the efficiency of dispatching and deliveries to optimize task completion. If there are changes, the mobile workforce location based service application can suggest alternatives to remove wasted time and resources.

13 opportunity for you to offer extended service coverage, accessories, or special promotional offers targeted to the specific customer. Boost customer loyalty and potential additional revenue. The results of the consumer survey can be integrated with the quality reports already available from FieldPower. Access to customer information can be restricted within your company. CRM Customer Retention Manager is included in FieldPower Search customer contact records with powerful filters and search tools Manage Business Company or Consumer Residential Sites Supports distinction of Service and Billing addresses, Phones, s, etc Track Recent Order History by company or consumer Track Customer Unit history and associated equipment owned Keep Reference Notes Export, compare, or merge customer contact records with sales CRM Inventory Management Ability to integrate with preferred suppliers for real time price and availability (Based on supplier ability to support real time XML transactions) Manage Parts complexity with substitutions, replacements, mandatory upgrades, price changes, return requirements and values, and recycling options Part management master Multiple Warehouse Management, Hubs, truck stock, and drop-off locations Region, Route, Warehouse, Location, and group / bin / pallet assignments Manage Truck Stock / Vehicle Inventory and cycle counts Track inventory by location, status, and value Cycle Counts View, compare, and print cycle count sheets generated by the system Inventory Adjustment and Write-off Reports with user audit trail tracking Proactive Stock replenishment and rotation Perpetual Valuation & Aging reporting Returns Management FieldPower features and Functions See your inventory by part number, description, status, location, and value 12

14 About ZSL Inc Established in 1995, ZSL Inc has earned a reputation as a respected leader in providing technology-based business solutions and services that leverage a globally positioned workforce of over 2,000 Software Engineers and Subject Matter Experts. From locations throughout the US, India, Asia Pacific, and Europe, ZSL develops and supports a broad range of industry specific and customer enterprise business applications through a proven delivery model that combines US based consulting and delivery centers with highly scalable and cost-effective offshore development and testing facilities. ZSL has a long standing history of approaching every client and every project as a partner, carefully configuring teams of business and technology professionals that will complement and optimize client-side project groups, while guaranteeing the highest quality deliverable in the shortest time-tomarket achievable. ZSL compliments a vast array of human and technological resources with strategic partner relationships, including proven solution providers and market leaders in Web 2.0, SOA, Business Intelligence, CRM, Web-To-Print, Wireless Communications, Mobility, Field Force Automation, and Managed Services. At the core of ZSL s value proposition is our ability to assemble and dedicate a solution delivery team to meet our clients unique requirements. Strict adherence to ISO and CMMI certified processes applies to every client and every project regardless of the approach that best meets the clients needs: Onsite, Offsite, Offshore, or our award winning Hybrid Onshore/Offshore project engagement model. 13 FieldPower Features and Functions ZSL s effectively managed intellectual capital is the foundation from which our clients draw upon specialized knowledge in an increasingly broad range of business applications and computing environments. The loyal following of clients seeking to leverage our proven delivery methodology includes many small and midsized companies, as well as many respected leaders in Pharmaceuticals, Finance & Banking, Insurance, Life Sciences, Telecommunications, Marketing, Retail, Transportation & Logistics, and Consumer Electronics.

15 Strategic Alliances & Specialized Expertise ZSL Inc has strategic alliances with the following partners: Business objects (SAP) Compellent Dell HP IBM JBoss Microsoft Motorola Orange Redhat Sage Software SAS Sonicwall Sprint Sun Microsystems Ubuntu VMware US Headquarters ZSL Inc. 85, Lincoln Highway, Edison, NJ Phone: ZSL Fax : India Headquarters Zylog Chennai (ODC) 155, Thiruvalluvar Salai, Kumaran Nagar, Sholinganallur, Chennai Phone: Fax: Europe Headquarters Zylog Systems Europe Ltd King Street, II Floor London House, Hammersmith London W6 9LZ Phone: Fax: Asia Pacific Headquarters Zylog Systems Asia Pacific Pte. Ltd. 1 North Bridge Road #06-27 High Street Centre Singapore Phone: Fax: FieldPower features and Functions ZSL Contact Information