The Top Five Challenges for Field Service

Transcription

1 The Top Five Challenges for Field Service Whitepaper June, 2012

2 Using Mobile Tablets to Solve the Top Five Challenges in Field Service Having operations that extend beyond the four walls makes the organization vulnerable to inefficiencies in communications, data collection, and time management. And since many of these tasks are customer-facing and tied directly to profitability, solving these challenges is a priority. Mobile tablets offer compelling enterprise solutions for maintaining efficient operations, achieving organizational goals, and driving profitability. DAP Technologies has been designing and manufacturing rugged mobile computers for more than 30 years and developed one of the first rugged tablets a decade ago. Our seventhgeneration enterprise tablet, the M9010, is a complete mobile solution that offers advanced communications, simplified data collection, and total protection against dust and water making it ideal for use in the field. This paper examines the top five challenges facing field service and how choosing the right technology can help solve them. Mobile tablets offer compelling enterprise solutions for maintaining efficient operations, achieving organizational goals, and driving profitability. Challenge 1: Missing Inventory and inaccurate Data Until recently, inventory tracking and data collection was accomplished in the field primarly through a series of forms and reports. Human error, lost paperwork, lack of timeliness, and even weather-related challenges plagued this manual system. In response, many companies have moved to technology-based solutions, but have found missing inventory and inaccurate data remain issues, mainly because data is erroneously recorded, resulting in simple data-entry mistakes with efficiency-sapping consequences. Solution: Use Technology to Mitigate Human Error The most accurate data entry removes human error from the equation. The M9010 offers enterprise users a variety of data-entry solutions that can be tailored to a specific business. Its 1D laser scanner, for example, can be used to scan inventory barcodes as items are used, and it eliminates the possibility of miskeyed part numbers. The integrated ZigBee technology offers tools to support automated ZigBeeenabled meter reading, which solves issues involving human error, inaccessible meters, and estimated usage. Even the most advanced and accurate technology needs to be easy to use. The M9010 s 7-inch sunlight-viewable, resistive touchscreen can be operated with a bare or gloved finger, included stylus, or other improvised tool. The M9010 also comes embedded with a Thinix graphical user interface that transforms the Windows experience into one ideal for touchscreen navigation. Users can choose to operate the system in the familiar Windows format or switch to the Thinix view for finger-based browsing, scrolling, and zooming, as well as larger touch-friendly icons. Challenge 2: Communications Breakdowns When it comes to a mobile workforce, there are ample opportunities for communications breakdowns. From scheduling and routing to parts inventory and communicat- The Top 5 Challenges for Field Service 2

3 ing with partner networks, each weakened link in the communications chain can cause undue stress on operations, create service delays, and cut into profits. Solution: Put Mobile Communications to Work Knowing where your technicians are, the status of their current job, and what materials and equipment they have onboard is valuable for assigning work orders to the closest and best-equipped technician. With DAP s GPS-equipped M9010 tablet, a business can track its most expensive assets the service fleet and take advantage of Location Based Services (LBS) to assign new work orders to the closest technician. With automatic mapping updates, routing assignments, and geofencing capabilities, technicians can focus their time and efforts on serving customers, while the company saves fuel costs and tracks the efficiency of its mobile field workers. When communicating with the home office or partner networks, the M9010 s Windows Embedded Standard 7 or Windows CE 6.0 operating system allows for seamless integration into most enterprise environments. Challenge 3: Wasted Trips In a perfect scenario, each truck in the fleet would leave in the morning with all the parts and equipment needed for the day. Upon completion of each job, the field worker would head to the next closest location still equipped with everything needed for the job until, finally, all the tickets were closed for the day. Simple. Efficient. Profitable. And often fictional. Wasted trips to the office or the warehouse are a widespread productivity and profit killer, resulting in higher operating costs, inefficient scheduling, and frustrated customers. While varied in their reasons, common catalysts for treks back to the office include inaccurate parts inventory, a need for uncataloged parts and equipment, and technology issues. Wasted trips to the office or the warehouse are a widespread productivity and profit killer, resulting in higher operating costs, inefficient scheduling, and frustrated customers. Solution: Ensure Real-Time Inventory, Communications, and Support Mobile technology can help companies respond to customers more quickly and effectively. With the ability to file reports, order parts, access service manuals and maps, and troubleshoot technology issues remotely, service representatives can spend more time responding to customer needs and less time in the office or making repeat trips. With an accurate snapshot of the parts and equipment on a given truck, the home office can dispatch adequately equipped trucks to a site and the field worker can continue to automatically transmit updates of parts used throughout the day. Equipped with a 1D laser scanner and Gobi 3000, which allows users to roam on virtually any carrier network, the M9010 provides technicians the tools to quickly scan parts used, communicate replenishment orders, and issue invoices and log them into the corporate database all in real-time. Challenge 4: Lost Work Orders and Invoices Traditional methods of assigning work orders at the beginning of the day and relying on batch reporting at the end of a shift are inefficient, slow, and prone to error. In addition to inventory issues, a paper-based system creates complicated paper trails, The Top 5 Challenges for Field Service 3

4 resulting in lost work orders and invoices. With such a system, accountability is difficult to track, revenue can be lost, and a company s reputation compromised. Solution: Automate the Process The key to simplifying the paper trail is automating work orders and invoice processing so that virtually all manual and paper methods are replaced by automated functions that limit input errors, streamline processes, and allow for customer invoicing and payment in the field. Not only does automation solve issues in the field, it also steamlines administrative functions by reducing data entry, eliminating transcription of work orders, and jumpstarting the billing process so that cash flows into the business more quickly. Continuous, real-time transfer of data with the home office is imperative for an automated process. Most enterprise users expect tools like WLAN and Bluetooth to be included in their mobile computers. DAP s M9010 provides these as well as WWAN with Gobi 3000 which allows roaming on virtually any carrier network to ensure connectivity in rural areas and across county lines. Challenge 5: Missed Sales Opportunities Field workers get an up-close look at how customers use an organization s products and services, and often know what might improve their experience. But if they aren t equipped to sell or at least update your sales team with up-to-date information, you might be leaving sales on the table. Solution: Equip Field Workers with the Mobile Tools to Sell If a worker making a service call realizes both the customer and company will benefit from an equipment upgrade, it is logical to close the sale on the spot. That means granting your field workers on-site access to instructions, any necessary contracts, salable parts and equipment, and real-time customer information like past order history. DAP s M9010 tablet is the perfect form factor for multitasking between a mobile worker s primary job duties and sales. The tablet s communications capabilities with the home office allow the worker to access customer information and sales support services, while transmitting back updated account and inventory information. Wireless USB makes it easy to connect to peripherals that print contracts and receipts, and take payments. Conclusion The right mobile technology can help companies overcome the major challenges that plague field service. DAP s M9010 tablet is the go-anywhere solution for companies that need reliable, real-time mobile communication to boost profitability and reputation, streamline operations, be more responsive to customers, and accomplish more faster and with fewer errors. To learn more about DAP s M9010, visit The Top 5 Challenges for Field Service 4

5 About DAP Technologies For more than 30 years, DAP Technologies has been committed to understanding the evolving needs of industries that operate in challenging environments. We specialize in time-tested, forward-thinking hardware solutions customized to meet your needs today and flexible to solve the challenges of tomorrow. DAP designs and manufactures a full range of rugged computers, including handhelds, tablets, and fixed-mount computers for demanding industries and harsh environments. To learn more, please visit DAP Technologies at or contact your nearest DAP office location. United States 7450 South Priest Drive Tempe, AZ 85283, USA tel +1 (855) fax +1 (480) Canada 4535 Wilfrid Hamel Blvd., Suite 100 Quebec City, QC Canada G1P 2J7 tel +1 (800) fax+1 (418) Europe, Middle East, Africa 25 Nuffield Way Abingdon, England OX 14 1RL tel +44 (0) fax +44 (0) The Top 5 Challenges for Field Service 5