Breakthrough Productivity for Field Service
|
|
- Kelly Higgins
- 8 years ago
- Views:
Transcription
1 SOLUTION BLUEPRINT Mobile Field Service Our field service operation has improved customer service ratings by three percent and increased productivity by 16 percent. We originally planned for a return on investment within three years, but recouped the cash outlay in one year. - Darryl Miller, General Manager, GE Factory Service Breakthrough Productivity for Field Service Improving Responsiveness, Quality, Efficiency, and Profitability Industry Consumer durables Business Challenge Streamline the delivery of cost-effective, nationwide field service, increasing productivity while improving customer satisfaction Technology Solution ServicePower ServiceMobility* solution that integrates artificial intelligence (AI) scheduling and dispatch software, Panasonic ToughBook* laptop computers, General Electric (GE Security) automatic vehicle location (AVL) system*, and wireless communications technologies SOLUTION ARCHITECTS Enterprise Hardware Platform Ruggedized Intel based laptop computers with Intel Centrino mobile technology This solution blueprint is meant for educational purpose and should not be relied upon without further inquiry and analysis of your business. Results may vary based on many variables including: type of business, geography, supporting software, operations, and management.
2 Solution Blueprint: Breakthrough Productivity for Field Service Solution Provider: ServicePower Panasonic MEETING NEW MARKET DEMANDS The ServiceMobility* solution from ServicePower is a complete, end-to-end fleet management system for efficiently dispatching, scheduling, and communicating with operatives to boost efficiency and flexibility in delivering field services. The solution includes dispatch center and service team management software, fleet management tools, and an automatic vehicle location (AVL) system that uses global positioning system (GPS), navigation, and mapping components. Field service operatives are equipped with rugged and reliable Panasonic ToughBook* laptop computers, designed to withstand the rigors of mobile computing in the field. ToughBook laptops are based on Intel Centrino mobile technology, which delivers the computing performance and wireless connectivity that enables innovative and flexible field service management. THE BUSINESS CHALLENGE General Electric Consumer and Industrial s (GECI) Appliances division manufactures, sells, and services home appliances, including refrigerators, freezers, ranges, dishwashers, washing machines, dryers, microwave ovens, speed cooking ovens, room air conditioners, and water filtration, softening and heating systems. GE Consumer Home Services (GECHS) organization within GECI repairs appliances in residences, apartment complex, hotels, motels, and retails stores across the United States. Encompassing over 1,200 technicians who cover 110 zones in two regions, GECHS used six call centers and 40 dispatch centers to coordinate technicians and repair locations. The organization cares deeply about delivering quality service and uses Six Sigma as a quality measurement technique, a proven, disciplined approach for improving measurable results for any organization, to regularly assess the care that GECHS customers receive and to minimize operating costs such as those incurred when truck drivers get lost or are dispatched to a series of locations that require more driving than optimal. The goal is to ensure that GECHS delivers world-class service at the lowest level of operating cost. Aging legacy systems and a dispersed service team that required time-intensive management by multiple service centers across the country made it difficult for GECHS to improve service performance and efficiency. This greatly troubled an executive team determined to deliver excellent customer service and maintain its reputation as a well run and efficient business. At a time when its competitors were leaving the service business, GECHS felt certain that the right combination of technologies could improve dispatch center productivity and overall cost efficiency. It wanted to further optimize the service delivery business and make improvements in customer service by maximizing technician and dispatcher productivity. To improve customer service, GECHS wanted to offer its customers: More convenient scheduling of appointments for customers, so they can receive service when they want it Faster, more responsive scheduling of service appointments Better on-time delivery of services Improved communication between field service technicians and dispatchers to reduce the need for more than one visit to repair appliances or units 2 To improve profitability, GECHS wanted to: Increase field productivity. Consolidate dispatch and call center operations. Improve management control and visibility. Reduce costs and overhead on multiple calls and repairs.
3 To meet its goals, GECHS sought cutting-edge technology that was cost-effective, easy to install, and could be deployed across the entire fleet. Although GECHS originally thought it might be able to use an off-the-shelf solution, it eventually turned to Annapolis, Maryland-based ServicePower, a global developer and supplier of workforce optimization software for the customer relationship management (CRM) market. Case Studies/Proof Points For case studies, visit: THE SOLUTION OVERVIEW The ServiceMobility solution from ServicePower provides an integrated solution for efficiently managing and communicating with field service operatives to boost the efficiency and flexibility of field service. Today GECIHS uses four call centers and has reduced the number of dispatch centers by 95 percent, thanks to increased productivity. The solution includes: Dispatch center management Service team management Dispatch and routing software Fleet management tools Vehicle location GPS software Navigation and mapping components Using this solution, each service vehicle is equipped with a Panasonic ToughBook CF-29* laptop computer based on Intel Centrino mobile technology, which is ideal for demanding, multitasking applications and can run multiple applications simultaneously while conserving battery power. This allows the scheduling components to operate reliably in the background, keeping call center and field personnel in constant contact, even as other computing functions are being performed. The Panasonic ToughBook CF-29 provides wireless local area network (WLAN) and wireless wide area network (WWAN) capabilities. A WWAN is a wireless computer data network that may extend over a large geographical area and extends wireless coverage beyond high-speed WLAN connections associated with wireless fidelity (Wi-Fi*)/IEEE standards. WLAN and WWAN connection options provide field service technicians with the ability to respond from more places while on the go. The Panasonic ToughBook configuration includes: Embedded Wi-Fi capability WWAN Personal Computer Memory Card International Association (PCMCIA) card Bluetooth* capability to enable a portable printer with credit card reader 3
4 With this equipment onboard, technicians can: Receive job assignments in real time, eliminating time spent uploading and downloading work orders and parts requests at the beginning and end of each day. Look up repair instructions and view repair manuals, diagrams, and three-dimensional views of parts. Research legacy appliances online. Download software updates. Log service reports electronically. Print receipts in real time at the customer site. Choose an integrated voice response (IVR) and use the laptop with a touch of the keyboard to place phone calls to let the customers know they are on the way or delayed. Using the ServiceMobility solution, GECHS dispatch centers can: Instantly locate vehicles, allowing them to efficiently send technicians to jobs, instead of relying on an older, less efficient zip-code-based method of sending jobs to the technicians. Assess equipment supplies and needs. Update technician appointment schedules and vehicle routes. Provide directions and maps in real time, while the service team is at work in the field. With the new, sophisticated system in place, GECHS consolidated dispatch centers and reduced the number of centers by 95 percent, improved customer service ratings by three percent and increased productivity by 16 percent. GECHS originally planned for a return on its investment within three years, but recouped its cash outlay in one year. With the ServiceMobility solution, GECHS was also able to: Route the most appropriately skilled technician to jobs. Plan territory coverage while providing intelligent appointment booking and continually optimizing the service schedule. Managers can view a live display of the schedule, the status and types of all jobs assigned to technicians, and the travel time between jobs, plus they can manually override assignments when conflicts arise. Improve first-time repair rates to 90 percent 1. Increase productivity from the field as measured by the number of jobs per day per technician. Reduce the number of exception handlers by 30 percent. Greatly improve communication between the order takers, dispatchers, and field technicians. Provide managers with real-time visibility into the performance of the service organization. After spending six months investigating options, GECHS deployed this laptop-based solution for its 1,200 technicians over the course of a year. Field service technicians used CD-ROM-based training and field management one-on-one training to learn to use the new software. 4 Since the enterprise rollout, GECHS and ServicePower are moving to develop and use a contractor scheduling system built on the ServiceMobility solution technology. The contractor scheduling system will help authorized but independent service workers to achieve productivity gains similar to those achieved by GECHS staff.
5 TECHNOLOGY The key components integrated in this solution include: Field and call center application software. ServicePower, an application software supplier and system integrator, and other value chain partners provided dispatch center management, service team management, dispatch and routing support, fleet management tools, vehicle location GPS software, and navigation and mapping solutions. Security. Built on a robust and proven central station monitoring management core, GECHS Security enhances this solution by offering an AVL software solution for field service fleets. The GPS-based application provides comprehensive reporting on the use of GECHS s assets. Vehicle location and tracking technology. CalAmP LMU-4000* is a GPS-based AVL device that uses the Kyocera 200 Module* to enable real-time code division multiple access (CDMA) wireless data communications to monitor, track, and manage service vehicles in the field. Rugged, reliable, high-performance mobile computers. Panasonic ToughBook CF-29 laptops with embedded WWAN technology provide wireless communications and are used in all fleet vehicles. Intel Centrino mobile technology with WWAN provides convenience and increased flexibility for more ubiquitous wireless connections, by bringing connectivity to areas where Wi-Fi coverage does not reach or is not typically available. Intel Centrino mobile technology. With mobile applications becoming more complex and demanding faster, more efficient computing performance, Intel Centrino mobile technology is designed to meet the demands of mobile field service applications and support with technology that offers faster instruction execution at lower power. In addition to powering the Panasonic ToughBook and delivering the computing horsepower to support multiple simultaneous applications, Intel Centrino mobile technology provides ubiquitous wireless communication options while at the same time using battery power sparingly. This allows field workers to work longer without being tethered to the truck or recharging. Intel Centrino mobile technology features fully integrated WLAN capabilities and delivers excellent mobile performance while enabling great battery life in lighter, easier-to-carry notebook PCs. Intel Centrino mobile technology includes the following components: Intel Pentium M processor Mobile Intel 915 Express Chipset Family An embedded Intel PRO/Wireless Network Connection, which allows users access to WLANs Reliable, wireless connectivity. The Intel Centrino mobile technology-enabled laptop computer provides exceptional wireless connectivity in most places with its embedded Intel PRO/Wireless chipset. To further extend coverage areas, these laptops were coupled with WWAN access solutions from wireless carriers and service providers. WHO THE SOLUTION WILL BENEFIT This solution is ideal for workforces with dedicated field service technicians delivering goods or services or performing product installations. Specifically, the solution is designed to benefit organizations that assign two or more activities, such as jobs and deliveries, per employee per day. The solution is scalable from five to over 20,000 field technicians. Depending on requirements, the ServiceMobility solution can be hosted by the customer or in the ServicePower data center. 5
6 The solution has been used in a broad range of industries. Examples include: Insurance. Insurers can use this solution to manage insurance appraisers who need to travel to body shops or to policy owners homes to evaluate damage. Security industry. Companies installing fire and burglar alarms can use this solution to efficiently manage appointments with homeowners for security assessments or to repair damaged equipment. Telecommunications. Telecommunications organizations can use this solution to help ensure that clients receive rapid responses to telephone switch failures and dispatch an appropriately trained technician as soon as possible with the right part to quickly fix mission-critical faults. Installation. Suppliers of satellite TV market services can use the ServiceMobility solution to manage schedules for dish installations at viewers homes. Office equipment. Office equipment suppliers can use the ServiceMobility solution to ensure that critical office personal computers, printers, networks, and so on, are performing to the service level commitment level. Delivery. The ServiceMobility solution can be used to schedule the delivery and collection of vending machines. SOLUTION BENEFITS GECHS s ServiceMobility implementation delivered the following benefits: Allowed GECHS to provide faster service to more customers and increase its ability to provide service when customers want it. Improved technician by 16 percent as measured by customer service by day per technician. 1 Improved first-time repair rates by 3 percent, meaning far fewer returned trips. Provided field managers with real-time service operation data, leading to improved service consistency across the country. Delivered more flexibility to customers in scheduling appointments, allowing customers to schedule service when they want it. Recouped cash investment (planned over three years) within one year. Increased occurrences of an appropriately skilled technician arriving on-time. Improved communication between call takers, dispatchers, and field technicians. Provided a platform for continuous improvement. Reduced human dispatchers needed to create and maintain a schedule: Consolidated dispatch resulting 95 percent fewer centers. Reduced the number of productivity specialists by 30 percent. 1 FUNCTIONAL BUSINESS CONCEPT GECHS customers have the ability to schedule a service call using one of three methods. Customers can schedule a call: By going to on the Web. By talking directly to a call center agent. By using an automated phone system with integrated voice response (IVR) capability. 6
7 JOB BOOKING METHODS Tech input screen Parts lookup IVR - running late/call ahead Web Service management systems Middleware Middleware Tech laptop Call Center Integrated voice response (IVR) Reporting tools GPS device Dispacher AVL tracking When customers attempt to schedule a call, the ServicePower route optimization software offers an appointment that is optimized based on GECHS s current staff availability and customer load. Ultimately, customers have the ability to select an appointment that best fits their schedules. When the call time is committed to a customer, GECHS s service management system captures the job and customer information. The service management system is integrated with ServicePower s dispatcher screen to allow GECHS s productivity specialists to manage call assignment in a graphical user interface. Any changes the dispatcher makes are then sent directly to technician s laptop using WWAN wireless networks. Middleware provided by a third party is used to handle the communication between the service management system and the technician s laptop. With the job details on the laptop, the technician can: Update the real-time job information sent to the service management system and the dispatcher. Access parts catalogs, service bulletins, and other technical information that provide the technician with tools to better service the appliance. Send IVR messages that let customers know they are next to receive service or that the technician is running late. When the technician is ready to drive to the next job, the GPS system provides real-time, turn-by-turn directions to the next call. From a management perspective, supervisors have the ability to track technician activity using the AVL GPS solution. 7
8 USER EXPERIENCE Figure 1 shows a typical service call as shown on a technician's laptop. This example shows this technician has two open calls. The GE technician will interact with this screen to order parts, launch driving directions, close service tickets, and perform many other functions. Figure 2 shows the geographic knowledge for a single technician, within the Baltimore area. The colored areas show where he has very good to poor local knowledge to help the dispatcher make intelligent decisions about which jobs can be allocated to him. 8
9 Figure 3 shows the schedule for two groups of field technicians in the Washington DC and Baltimore areas. Figure 4 This figure shows the Panasonic Toughbook 29 with in-vehicle mount and docking station that allows field technicians easy access to driving directions, schedules, and routes. 9
10 SOFTWARE ARCHITECTURE USER COMMUNITY TPTP - internally developed Job Management Software Client management INTERACTION LAYER Web application on server APPLICATION LAYER Client management Authentication security management/ldap BACK END INTEGRATION Legacy systems Local parts catalog software Middleware Microsoft Outlook* client Middleware server exchange* Driving direction software: integrated using Visual Basic* Internet Explorer* ServicePower route optimization and dispatch center management tools Data Store epublications internal training & reference documentation TPTP Platform Internally Developed Integrated voice response (IVR) Microsoft Office 2003: viewer only Field inspector* field diagnostic software Wireless wide area networks Part search/ordering Credit card processing Stock control ANCILLARY APPLICATIONS Network operation and systems management Reporting and analytics GECHS field service technicians use laptops that run an internally developed service event management software called TPTP*. Technician spends most of their time using TPTP software as they get new jobs, update jobs, and close jobs. Technicians can also send and receive with a Microsoft Outlook* client. In addition, they have driving direction software, Internet access with Microsoft Internet Explorer*, a local electronic copy of the GECHS parts catalog, and a GECHS-developed field diagnostic tool, Field Inspector*. In the interaction layer, the TPTP data goes through a Web application server, and the data is transmitted over wireless wide area networks. The client uses middleware software, that is sourced from a third-party vendor. In the application layer, all data transmission is secure, and those needed to interact with the TPTP platform are passed through middleware software, also sourced from a thirdparty vendor. The TPTP platform has the ability to launch IVRs, look up parts, process credit cards, and manage inventory. Third-party vendors also provide some of the components of the TPTP platform. ServicePower provides route optimization software and dispatcher interface applications. A product is used to assist in managing the software in the GECHS user community. The software in the application layer is integrated with internally developed legacy systems such as call center management. The business data is stored in an database. GECHS uses internally developed and sourced tools to run reports and analytics. 10
11 SYSTEMS ARCHITECTURE GECHS uses TPTP, hosted behind GECHS s firewall, to manage call details for the mobile workforce. In addition to TPTP, GE uses the standard corporate Outlook infrastructure. To communicate with TPTP, GECHS uses software from third-party middleware providers to exchange information between TPTP, systems, and Web servers. The Web servers are wirelessly connected with field service technicians using wireless wide area networks. Technicians have laptops that allow them to manage jobs, check , check parts availability, get driving directions, and access other tools needed to serve the customers. In addition to the laptop tools, GECHS has a GPS tracking system to provide visibility into the activities of the field workforce. Web server Cellular carrier area of coverage TPTP application Third-party communications middleware Track the truck GPS Standard corporate Laptop with GPS/ inventory dispatch/ standard 11
12 SUMMARY ServiceMobility from ServicePower delivers an end-to-end solution for efficiently connecting a wide network of field service technicians with call centers and dispatchers. Dispatchers can communicate with technicians in real-time, no matter where the technician is, which boosts the efficiency and flexibility of field service delivery. By equipping technicians with rugged and reliable Panasonic ToughBook laptop computers, technicians stay in constant contact while responding to new customer needs in the field. Intel Centrino mobile technology powers the laptops and delivers the responsive computing performance, wireless capability, and efficient use of power that this solution relies upon. In addition, as applications become more complex and demand faster, more efficient computing performance, Intel Centrino Duo mobile technology and new Core 2 Duo will enable these solutions to meet the demands of future field service applications with technology that offers faster instruction execution at lower power. LEARN MORE ABOUT THIS INNOVATIVE SOLUTION For general information about the products described in this solution blueprint, visit: If you have specific questions about implementing this solution within your organization, contact your Intel representative or us at: solutionblueprints@intel.com 1 GE Consumer and Industrial internal data System performance, battery life, high-definition quality and functionality, and wireless performance and functionality will vary depending on your specific operating system, hardware and software configurations. References to enhanced performance as measured by SySMark* 2004, PCMark* 2005 and 3DMark* 2005 refer to comparisons with previous generation Intel Centrino mobile technology platforms. References to improved battery life as measured by MobileMark* 2005, if applicable, refer to previous generation Intel Centrino mobile technology platforms. Wireless connectivity and some features may require you to purchase additional software, services, or external hardware. Availability of public WLAN access points is limited, wireless functionality may vary by country, and some hotspots may not support Linux* based Intel Centrino mobile technology systems. See for more information. Copyright 2006 ServicePower. All Rights Reserved. Intel, the Intel logo, Pentium, and Centrino are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Copyright 2006 Intel Corporation. All Rights Reserved. *Other names and brands may be claimed as the property of their respective owners. Some features and security solutions may not be supported by your PC s operating system and may require additional software and/or certain hardware as well as WLAN infrastructure support. Check with your PC manufacturer for details.? Wireless connectivity and some features may require you to purchase additional software, services or external hardware. Availability of public WLAN access points is limited, wireless functionality may vary by country, and some hotspots may not support Linux based Intel Centrino mobile technology systems. Availability of public wireless WAN access points is limited and wireless functionality may vary by country. 0906/FP/MESH/PDF US
Solving Small-Business Challenges Sales and Marketing. Sales and Marketing: your roadmap to small-business success
Solving Small-Business Challenges Sales and Marketing Sales and Marketing: your roadmap to small-business success Competing cost-effectively in a crowded market Printer For small businesses, sales and
More informationThe Gateway to a Better Vehicle Area Network. Key considerations when evaluating laptops as communications hubs for in-vehicle communications
The Gateway to a Better Vehicle Area Network Key considerations when evaluating laptops as communications hubs for in-vehicle communications Introduction Since notebooks first incorporated internal Wi-Fi
More informationMobile Solutions. Mobile Solutions RFID AIDC. auto ID. mobility. labeling. data collec tion. software development
Mobile Solutions Mobile Solutions RFID mobility AIDC data collec tion auto ID W L A N labeling software development w i r e l e s s BRINGING STABILITY TO MOBILITY Organizations go to great lengths to create
More informationSolution Recipe: Improve PC Security and Reliability with Intel Virtualization Technology
Solution Recipe: Improve PC Security and Reliability with Intel Virtualization Technology 30406_VT_Brochure.indd 1 6/20/06 4:01:14 PM Preface Intel has developed a series of unique Solution Recipes designed
More informationTHE ADVANCES OF INTEGRATED GEOSPATIAL APPLICATION IN WORKFORCE MANAGEMENT AND FIELD SERVICE OPTIMIZATION
THE ADVANCES OF INTEGRATED GEOSPATIAL APPLICATION IN WORKFORCE MANAGEMENT AND FIELD SERVICE OPTIMIZATION Naomi KELLETT GE Energy United Kingdom Naomi.Kellett@ge.com Abstract: INTRODUCTION TO FIELD SERVICES
More informationFleet Optimization with IBM Maximo for Transportation
Efficiencies, savings and new opportunities for fleet Fleet Optimization with IBM Maximo for Transportation Highlights Integrates IBM Maximo for Transportation with IBM Fleet Optimization solutions Offers
More informationHow To Transform Field Service With Mobile Technology
MOBILIZE Microsoft Dynamics GP Transforming Field Service Operations with Mobile Technologies White Paper Solutions that Help Transform Field Service Operations into Strategic Profit Centers Date: June
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationWorkAssure Cloud PRODUCT OVERVIEW: Simultaneously Enhance Customer Experience and Operational Efficiency
WorkAssure Cloud PRODUCT OVERVIEW: Simultaneously Enhance Customer Experience and Operational Efficiency WorkAssure Cloud is for service providers with a mobile workforce who are striving to maximize operational
More informationMaintain Fleet Management Solutions Using Wide Area Wireless Technology
Maintain Fleet Management Solutions Using Wide Area Wireless Technology Andreas Kohn Sierra Wireless, Inc. August, 2010 1 Introduction Wireless technology can provide a competitive advantage in today s
More informationVoIP 101: An introduction to the basics of Voice over Internet Protocol. How to guide
VoIP 101: An introduction to the basics of Voice over Internet Protocol How to guide Introduction You may have heard of VoIP that it s the future of telephone service, and that you can save a lot of money
More informationNAVMAN WIRELESS GPS FLEET AND ASSET MANAGEMENT SOLUTIONS A BETTER WAY TO MANAGE YOUR FLEET AND ASSETS
NAVMAN WIRELESS GPS FLEET AND ASSET MANAGEMENT SOLUTIONS A BETTER WAY TO MANAGE YOUR FLEET AND ASSETS HOW REAL-TIME CONTROL CAN INCREASE EFFICIENCY, LOWER COSTS AND IMPROVE CUSTOMER SERVICE Navman Wireless
More informationTrust the Connectivity Experts
Trust the Connectivity Experts Simplified, Proven Connection Management Mobile operators, cable operators, and device OEMs require a dynamic solution to keep subscribers online across every possible combination
More informationCollection & Delivery Tracking Solution for Logistics Fleets
Goods & Assets Tracking Collection & Delivery Tracking Solution for Logistics Fleets Join us on Real-time tracking and proof of delivery Make your first mile and last mile logistics stand out, reduce your
More informationThe Advantages of a Handheld Operating System
Windows. Life without Walls. Panasonic recommends Windows. THE NEXT GENERATION OF RUGGEDIZED HANDHELD DEVICES WILL RUN WINDOWS 7. Dan Diliberti / Business Development Manager, Panasonic Solutions Company
More informationUNIT White Paper (November 2009)
UNIT White Paper (November 2009) A REVOLUTION IS COMING TO THE TRUCKING INDUSTRY The UNIT and related systems/processes are covered by U.S. Patent No. 6,401,078 and/or one or more pending patent applications
More informationStay Connected IN THE Field with Mobile Workforce Management
Stay Connected IN THE Field with Mobile Workforce Management How we work with our clients to help overcome challenges for a better tomorrow Overview Industries with large numbers of employees in the field
More informationTransforming Field Service Operations w ith Microsoft Dynamics NAV
Transforming Field Service Operations w ith Microsoft Dynamics NAV Open Door Technology Inc. Date: May 2010 www.opendoor.ca 8 77.777.776 Contents Introduction... 3 Mobile Technology Needs for Field Services
More informationVerizon Applications and Cloud
Verizon Applications and Cloud Mobilizing Business Applications, Efficiently and Affordably Mobile connectivity has become a way of life and an expectation for much of today s workforce. With pervasive
More informationAccenture Field Force Transformation
Accenture Field Force Transformation What holds your field service workers back? Overcoming Frequent Field Force Challenges Many organizations have invested in office-based workforce management systems
More informationCreating Better Mobile Applications Faster:
White Paper Creating Better Mobile Applications Faster: Using Borland Tools on Intel Architecture July 2004 Mobility changes the landscape of software development. The dramatic growth in the popularity
More informationMobilizing Business Applications, Efficiently and Affordably
VERIZON APPLICATIONS AND CLOUD Mobilizing Business Applications, Efficiently and Affordably Mobile connectivity has become a way of life and an expectation for much of today s workforce. With pervasive
More informationAutomated Waste Management System Solution. Technical Specifications
Automated Waste Management System Solution Technical Specifications Contained herein are the technical specifications for an Automated Waste Management Solution for the Public Sector. Ron Pettit 6/3/2013
More informationFlexible, Innovative POS and Store Inventory Management Solution
SOLUTION BLUEPRINT RETAIL Flexible, Innovative POS and Store Inventory Management Solution Industry Retail Business Challenge Improving retail services while reducing operations expenses Technology Solution
More informationMOBILE INFORMATION MANAGEMENT SOFTWARE THE WIRELESS SOLUTION FOR THE TRANSFER OF FILES AND APPLICATION UPGRADES. Software
MOBILE INFORMATION MANAGEMENT SOFTWARE THE WIRELESS SOLUTION FOR THE TRANSFER OF FILES AND APPLICATION UPGRADES Software With the advent of mobile computing, there is an increasing need for essential information
More informationService Lifecycle Management Solutions
Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just
More informationWHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT?
WHAT DO YOU MEAN END-TO-END FIELD SERVICE MANAGEMENT? TABLE OF CONTENTS WHAT DOES IT MEAN?... 03 HOW DO WE DEFINE END-TO-END FSM?... 04 THE FIELD SERVICE MANAGEMENT DELIVERY PROCESS... 05 AUTOMATING &
More informationBank ing. Industry. Business Challenge A C R M s o lu t i on fo r a b a nk ne e d s t o b e b u il t to su i t v a r io u s b a nk -
SOLUTION BLUEPRINT BANKING F i n a c l e C R M - S p e c i a l t y Bank ing Industry B a n k i n g Business Challenge A C R M s o lu t i on fo r a b a nk ne e d s t o b e b u il t to su i t v a r io u
More informationA guide to HP enterprise mobility solutions. Expanding the potential of your business with advanced mobility services
A guide to HP enterprise mobility solutions Expanding the potential of your business with advanced mobility services Going mobile, staying ahead These days, hardworking enterprise IT and technology managers
More informationChoosing a Server to Fit your Business
Solutions for Small Business Choosing a Server to Fit your Business A step-by-step guide to help businesses maximize the benefits of Intel Xeon processor-based server solutions. Your business can't afford
More informationEnabling Supply Chain Visibility Through Mobile Computing
Driver Communications Fleet Management Warehouse Operations Cross Dock Operations Yard Management Fleet Maintenance Time and Attendance Enabling Supply Chain Visibility Through Mobile Computing Helping
More informationSolutions. Machine-to-Machine. Arrow Electronics. Complete, end-to-end solutions over the life of your product.
AR R OW E L E CTR O N I CS A MERI CA S CO MP ONENTS machine machine-to- CAPABILITIES Arrow Electronics Americas Components m2m@arrow.com Arrow Electronics Machine-to-Machine Solutions Complete, end-to-end
More informationChoosing a Server to Fit Your Business. A step-by-step guide to help businesses maximize the benefits of Intel. Xeon -based server solutions.
Choosing a Server to Fit Your Business. A step-by-step guide to help businesses maximize the benefits of Intel Xeon -based server solutions. Copyright 2005 Intel Corporation. All rights reserved. Intel,
More informationCOMPUTING. Centellis Virtualization Platform An open hardware and software platform for implementing virtualized applications
COMPUTING Data Sheet Centellis VP provides the hardware and software platform to deploy carrier grade virtualized applications. Application virtualization software framework based on industry standard
More informationLevelling the Playing Field
ROGERS WHITE PAPER 1 Rev. May 2011 page 2 2 TABLE OF CONTENTS Introduction 3 Small Business Telephony Options 4 Basic Phone Service 4 Traditional PBX and Key Systems 4 Digital Services Business Cable and
More informationBoost first time fix rates and customer satisfaction with real-time rich information access in the field
Boost first time fix rates and customer satisfaction with real-time rich information access in the field The et1 Enterprise Tablet in field service The challenge: increasing service quality to improve
More informationSage 300 ERP 2014 Get more done.
Sage 300 ERP 2014 Get more done. Get more done by connecting your business, providing a better customer experience, and increasing revenue. New web and mobile functionality: driving better customer experiences
More informationWireless AVL Tracking Systems, The Benefits for Utilities and Service Fleets
Wireless AVL Tracking Systems, The Benefits for Utilities and Service Fleets Vehicle Tracking and 2-way 2 Messaging Service By Ryan Smith Welcome to the basics AVL = GPS vehicle tracking for fleets of
More informationMotorola AirDefense Network Assurance Solution. Improve WLAN reliability and reduce management cost
Motorola AirDefense Network Assurance Solution Improve WLAN reliability and reduce management cost The challenge: Ensuring wireless network performance and availability Wireless LANs help organizations
More informationAdvanced. Field Service 1
Advanced Field Service Field service management software for growing businesses Service Management Made Easy Field Service 1 Advanced Field Service The UK s largest dedicated field service software provider
More informationMOVE YOUR BUSINESS IN THE RIGHT DIRECTION. INNOVATIVE TECHNOLOGY TO KEEP YOU A STEP AHEAD. Seeker GPS System
INNOVATIVE TECHNOLOGY TO KEEP YOU A STEP AHEAD. THE AFFORDABLE WAY TO AUTOMATE LEAKAGE MANAGEMENT. Developing forward-thinking solutions has helped Trilithic emerge as a leading provider of communications
More informationThe Cisco Mobility Express Solution
The Cisco Mobility Express Solution A business-grade, affordable mobility solution for small and medium-sized businesses with up to 250 employees. Executive Summary This document presents the Cisco Mobility
More informationHow To Use Ibm Tivoli Monitoring Software
Monitor and manage critical resources and metrics across disparate platforms from a single console IBM Tivoli Monitoring Highlights Help improve uptime and shorten Help optimize IT service delivery by
More informationMobile Access Controller
Solution overview Mobile Access Controller Mobile Workforce Communication Solution NEC Australia nec.com.au Reliable voice and data coverage for field workers. Overview Designed specifically for vehicle
More informationHow To Use A Gps Tracking System
GPS TRACKING/FLEET MANAGEMENT What it REALLY does for your company Through the years in this business I have learned that most companies that start looking for a GPS Tracking System are interested in what
More informationMobile Commerce and Ubiquitous Computing. Chapter 6
Mobile Commerce and Ubiquitous Computing Chapter 6 Learning Objectives 1. Discuss the value-added attributes, benefits, and fundamental drivers of m-commerce. 2. Describe the mobile computing infrastructure
More informationSolution Recipe: Remote PC Management Made Simple with Intel vpro Technology and Intel Active Management Technology
Solution Recipe: Remote PC Management Made Simple with Intel vpro Technology and Intel Active Management Technology Preface Intel has developed a series of unique Solution Recipes designed for channel
More informationCisco Wireless Control System (WCS)
Data Sheet Cisco Wireless Control System (WCS) PRODUCT OVERVIEW Cisco Wireless Control System (WCS) Cisco Wireless Control System (WCS) is the industry s leading platform for wireless LAN planning, configuration,
More informationWhat to expect when implementing an automated taxi dispatching system
What to expect when implementing an automated taxi dispatching system 1 The decision to implement an automated dispatching solution is a significant step for any taxi company. It represents not only a
More informationPocketBrowser. The Enterprise Mobility Developer Kit for browser-based applications
PocketBrowser The Enterprise Mobility Developer Kit for browser-based applications Develop and deploy robust mobile applications quickly, easily and cost-effectively Maximize the return on investment for
More informationright time, resulting in correctly provides both internal and external benefits to an
A mobile workforce is no longer defined as a sales person lugging a laptop and closing a deal on a cell phone while running through an airport. Today mobility extends beyond the business suit to the uniform
More informationwireless solutions Rugged. Wireless. Reliable. Panasonic Toughbooks Are The Mobile PCs Aircraft Maintenance Professionals Count On.
Rugged. Wireless. Reliable. Panasonic Toughbooks Are The Mobile PCs Aircraft Maintenance Professionals Count On. Efficient and error-free aircraft maintenance is critical to safety and essential for profitability.
More informationGOING MOBILE. Developing an application mobilization plan for your business
GOING MOBILE Developing an application mobilization plan for your business plan for your business 1 Going Mobile To compete in today s marketplace, it s not enough to be efficient on your home turf. Successful
More informationDecreasing Driver Distraction: What to Look for in Mobile Computing Technologies to Improve Safety. www.trapezegroup.com
Decreasing Driver Distraction: What to Look for in Mobile Computing Technologies to Improve Safety 1 There is no lack of evidence to suggest that driver distraction is the leading cause of accidents. But
More informationIntegrated Command and Control Center Solutions for Public Safety
Integrated Command and Control Center Solutions for Public Safety TETRA - P25 - LTE - CAD We live in a rapidly changing world, and the time has come for critical communications systems to either evolve
More informationCISCO WIRELESS CONTROL SYSTEM (WCS)
CISCO WIRELESS CONTROL SYSTEM (WCS) Figure 1. Cisco Wireless Control System (WCS) PRODUCT OVERVIEW Cisco Wireless Control System (WCS) Cisco Wireless Control System (WCS) is the industry s leading platform
More informationfor VoIP Service Providers highly secured and reliable VoIP solutions from SipCo Systems
for VoIP Service Providers highly secured and reliable VoIP solutions from Systems About us Systems India Private Limited () is a professionally managed IT Company. Located and operated from Hyderabad,
More informationMaaS360 Mobile Service
Services > Overview MaaS360 Mobile Service Go Mobile! Everything for mobile work - visibility, control, easy mobile connectivity, management tools and security - all in one economical, hosted solution.
More informationSix ways to accelerate Android mobile application development
Six ways to accelerate Android mobile application Creating an integrated solution for collaboration among teams Contents 1 Weaving the invisible thread of innovation 2 Android : vast opportunities and
More informationPOWER. Your Partners in Availability POWER
Your Partners in Availability The Service Arm for All Liebert Products We have the industry-leading technical expertise, top onsite response times and the most sophisticated parts logistics in the industry.
More informationIBM WebSphere Premises Server
Integrate sensor data to create new visibility and drive business process innovation IBM WebSphere Server Highlights Derive actionable insights that support Enable real-time location tracking business
More informationtesseract Service Centre service management software time line
Ratio 2 service management software time line tesseract Service Centre service management software 2005 2006 2007 2008 2009 2010 2011 2012 2008 - Tesseract launches the worlds first.net browser based service
More informationBar Coding ROI in Mail Order Fulfillment and Distribution Centers APPLICATION WHITE PAPER
Bar Coding ROI in Mail Order Fulfillment and Distribution Centers APPLICATION WHITE PAPER Copyrights 2005 ZebraLink and all product names and numbers including QL 420 are Zebra trademarks, and Zebra is
More informationEmpowering intelligent utility networks with visibility and control
IBM Software Energy and Utilities Thought Leadership White Paper Empowering intelligent utility networks with visibility and control IBM Intelligent Metering Network Management software solution 2 Empowering
More informationYour Ticket to Automation. Increase productivity and revenue, cut costs and improve officer safety with Intermec e-citation Solutions.
Your to Automation Increase productivity and revenue, cut costs and improve officer safety with Intermec e-citation Solutions. Limited resources. Dismissed tickets. Officer safety risks. You re counting
More informationHow To Manage A Field Service Call On A Computer Or Cell Phone
Deliver superior customer service. MICROSOFT BUSINESS SOLUTIONS FOR FIELD SERVICE MANAGEMENT GREAT PLAINS A Microsoft Business Solutions CRM Application Field work is a vital component for any service
More informationIP COMMUNICATION SYSTEM FOR SMALL BUSINE SS
The right call for your business. High Performance for Your Business Dozens of productivity and convenience features, right out of the box. One compact server, about the size of a phone book, supports
More informationBOOST FIRST TIME FIX RATES AND CUSTOMER SATISFACTION WITH REAL-TIME RICH INFORMATION ACCESS IN THE FIELD
BOOST FIRST TIME FIX RATES AND CUSTOMER SATISFACTION WITH REAL-TIME RICH INFORMATION ACCESS IN THE FIELD The ET1 Enterprise Tablet in field service THE CHALLENGE: INCREASING SERVICE QUALITY TO IMPROVE
More informationCloud computing: Innovative solutions for test environments
IBM Global Services April 2009 Cloud computing: Innovative solutions for test environments Speed test cycles and reduce cost to gain a competitive edge Page No.2 Contents 2 Executive summary 3 Leading
More informationDell Client. Take Control of Your Environment. Powered by Intel Core 2 processor with vpro technology
Dell Client Systems Take Control of Your Environment Powered by Intel Core 2 processor with vpro technology Simplifying IT As IT infrastructures grow, heterogeneous environments expand. Growing infrastructures
More informationMotorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps
Motorola Solutions and SAP : Extend the value of your investments in SAP software with mobile apps 2 Motorola Solutions and SAP: Manufacturing The challenge: Improving efficiency and accuracy throughout
More informationSmart wayside management software
Smart wayside management software FleetWise is innovative wayside data management software specifically designed to help transit authorities achieve superior fleet performance by collecting, distributing
More informationOracle Fusion Financials Cloud Service
Oracle Fusion Financials Cloud Service Oracle Fusion Financials Cloud Service is a complete and integrated financial management solution with automated financial processing, effective management control,
More informationMobile Communication. Create Connect Continue
Mobile Communication Y Create Connect Continue Mobile CommunicationYWhitePaper Mobile Communication Making informed decisions at the point of activity Whether you are in the fast moving consumer goods
More informationLogitrac Fleet Tracking System
Logitrac Fleet Tracking System Overview Taking a look at Productivity Key Benefits of Logitrac Product Overview Controlling Costs In Depth look at User Interface Pricing Logitrac at a glance 2008 AT&T
More informationA vaya MERLIN MAGIX Integrated System
A vaya MERLIN MAGIX Integrated System IHow do you do business today? If you are like most companies, you probably do business a lot differently today than ever before: Selling products and services over
More informationIP COMMUNICATION SYSTEM FOR SMALL BUSINESS
IP COMMUNICATION SYSTEM FOR SMALL BUSINESS The Right Call For Your Business Sophisticated IP communications made easy and affordable for small businesses or branch offices with up to 40 users. EP Your
More informationSMART TRANSPORT KEEPING STUDENTS CONNECTED AND SAFE WITH THE SMART SCHOOL BUS
Practical thinking for a connected world. SMART TRANSPORT KEEPING STUDENTS CONNECTED AND SAFE WITH THE SMART SCHOOL BUS PRACTICAL THINKING FOR A TRULY CONNECTED WORLD We have an unprecedented opportunity
More informationThe Cross-Media Contact Center
Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact
More informationEmpowering Wholesale Customers: WWAN/ Machine to Machine APR 2015
Empowering Wholesale Customers: WWAN/ Machine to Machine APR 2015 2014 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo and other marks are trademarks of AT&T Intellectual Property. More
More informationSylectus and Omnitracs Integration
Case Study Case Study Sylectus and Omnitracs Integration Leading expediter Load One integrates the latest technologies to automate operations, eliminate costs, and gain the competitive edge. We are one
More informationCisco Unified CallConnector for Microsoft Windows
for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more
More informationCisco Smart Business Communications System: A New Way for Small Business to Communicate
Cisco Smart Business Communications System: A New Way for Small Business to Communicate Cisco Smart Business Communications System (SBCS) is a complete system of voice, data, video, and wireless networking
More informationSOLUTION COMMUNICATIONS
SOLUTION COMMUNICATIONS Infrastructure Management Your Complete communications Solution Perhaps more than any other high-technology sector, the communications industry is experiencing unprecedented technological
More informationConsiderations in Deploying and Managing a Mobile Fleet
WHITE PAPER Hard and Soft Costs Considerations in Deploying and Managing a Mobile Fleet A guide to help the mobile device purchase decision CONTENTS Introduction > Key Performance Indicators (KPIs) and
More informationDriving workload automation across the enterprise
IBM Software Thought Leadership White Paper October 2011 Driving workload automation across the enterprise Simplifying workload management in heterogeneous environments 2 Driving workload automation across
More informationCollaboration solutions for midsized businesses Buyer s guide
Collaboration solutions for midsized businesses Buyer s guide Increase productivity by improving collaboration across and beyond your business. Give employees access to the information, people and resources
More informationDeploying In-Building Wireless Solutions
Deploying In-Building Wireless Solutions How enterprise, wireless service providers and building owners can better serve their employees, customers and tenants by deploying a converged in-building wireless
More informationwww.servicepower.com Case Study: BrandsMart creates the best-in-class field service operation on ServicePower foundation
www.servicepower.com Case Study: BrandsMart creates the best-in-class field service operation on ServicePower foundation The Company - Founded in 1977 by Robert Pearlman in Miami, Florida, BrandsMart USA,
More informationCisco Mobile Network Solutions for Commercial Transit Agencies
Cisco Mobile Network Solutions for Commercial Transit Agencies Overview Commercial transit agencies provide a vital service to our communities. Their goal is to provide safe, affordable, and convenient
More informationMOTOTRBO CONTROL ROOM SOLUTIONS SMARTPTT PLUS - TRBONET PLUS PREMIUM CONTROL ROOM SOLUTIONS FOR MOTOTRBO DIGITAL TWO-WAY RADIO SYSTEMS SOLD AND
MOTOTRBO CONTROL ROOM SOLUTIONS SMARTPTT PLUS - TRBONET PLUS SOLD AND SUPPORTED BY MOTOROLA SOLUTIONS 1 OVERVIEW PREMIUM CONTROL ROOM SOLUTIONS FEATURE-RICH, ROBUST AND TRUSTED Motorola Solutions brings
More informationEMPOWER ASSOCIATES WITH INFORMATION IN THE MOMENT IN THE STORE IN THEIR HANDS MOTOROLA S STAFF COMMUNICATIONS AND MANAGEMENT SOLUTION
EMPOWER ASSOCIATES WITH INFORMATION IN THE MOMENT IN THE STORE IN THEIR HANDS MOTOROLA S STAFF COMMUNICATIONS AND MANAGEMENT SOLUTION THE CHALLENGE EMPOWER STORE ASSOCIATES TO DELIVER EXCELLENT CUSTOMER
More informationWHITE PAPER. www.fusionstorm.com. The Business Benefits of Upgrading Legacy IP Communications Systems. www.fusionstorm.com
WHITE PaPEr: Easing the Way to the Cloud: 1 WHITE PAPER The Business Benefits of Upgrading Legacy IP Communications Systems 2 WHITE PAPER: The Business Benefits of Upgrading Legacy IP Communications Systems
More informationTHE LAST MILE OF CUSTOMER SERVICE AUTOMATING FIELD SERVICE OPERATIONS
THE LAST MILE OF CUSTOMER SERVICE AUTOMATING FIELD SERVICE OPERATIONS In his book The Loyalty Effect, Frederick Reichheld of Bain & Company observed that US companies, on average, lose half their customers
More informationCisco Unified CallConnector for Microsoft Windows
Cisco Unified CallConnector for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more
More informationWireless LANs vs. Wireless WANs
White Paper Wireless LANs vs. Wireless WANs White Paper 2130273 Revision 1.0 Date 2002 November 18 Subject Supported Products Comparing Wireless LANs and Wireless WANs Wireless data cards and modules,
More informationInter-Tel 5000 Network Communications Solutions
Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your
More informationExtendTime. Introduction. VoIP: The Future of Voice Networks and Applications
A completely automated IP Telephony time and attendance solution that immediately realizes an organizational return on investment. Introduction Companies that are considering purchasing IP Telephony systems,
More informationIBM and Comverse BSS/OSS Solution
IBM Telecommunications IBM and Comverse BSS/OSS Solution Based on Comverse ONE Billing and Active Customer Management Today s consumers live an always on lifestyle, driving the need for operators to reach
More information