SOSMobile. Intelligently Automating Your Utility s Mobile Workforce. Providing Quality Software and Service to the Utility Industry Since 1999

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1 Intelligently Automating Your Utility s Mobile Workforce [email protected]

2 Product Sheet Overview The SOSMobile suite of software products has a proven record of providing utilities a cost-effective way to automate their entire mobile workforce. With intelligent scheduling, mobile dispatch and real-time updates, SOSMobile connects the office with field operations using existing infrastructure and devices. Whether your service territories are large and remote, urban or in-between, SOSMobile s flexible modules can be tailored perfectly to streamline your unique mobile workforce. SOSMobile is comprised of separate, seamlessly integrated modules that can be mixed-and-matched to take advantage of your company s needs, existing hardware and network connectivity. Callable Application Programming Interfaces (APIs) allow easy integration to virtually any software system. In addition, SOSMobile allows you to create and store orders or tasks that are currently being tracked manually. Whether you re a Customer requesting service, a Customer Service Representative (CSR) creating an order, a Dispatcher routing work, or a Field Service Representative (FSR) completing a work request, SOSMobile will allow you to effectively manage your entire field service workload from start to finish. How It Works At the heart of our system is the SOSMobile Server, which controls the flow of data to and from a utility s Customer Information System or any other integrated system. In addition, manually tracked tasks or orders can be automated and stored in the SOSMobile Server. A utility then selects one or any combination of the following modules: SOSRemote allows FSRs to stay connected in the field. There s a version that operates on laptops, tablets, smartphones or most any other handheld device. It integrates to mapping applications, such as Esri and Google Maps, and offers GPS tracking capabilities. SOSDispatch gives dispatchers control over the flow of work to the FSRs, as well as the ability to monitor progress in the field. It also integrates to mapping applications. Automatic Vehicle Location (AVL) with geofencing is a function of SOSDispatch and SOSRemote. SOSScheduler is a sophisticated scheduling tool that can be configured for any utility s scheduling needs. Large utilities with complicated business rules are currently using this module. SOSWeb allows customers to maintain and schedule their own service orders over a utility s Web site. SOS to the Rescue! Over >>

3 SOSMobile Proudly Made & Supported in the USA SOSMobile Highlights Built exclusively for Utilities. Increases productivity and the bottom line. Installs quickly and provides a quick return on investment. Improves communication and promotes safety. Reduces paperwork and costly data entry errors. Flexible, highly scalable architecture. SOSMobile can be installed without making changes to your existing software systems. Callable APIs allow easy integration to other applications. Orders or tasks can be created and stored within SOSMobile. Each module of the SOSMobile suite can be used alone or in combination. Proven record of reliability. SOSMobile s design is logical, easy to set up, and very stable. With its simple screens and wizards, it allows our service techs to spend more time completing orders rather than getting bogged down with data entry. Further, InsightAtlast s support is fantastic. - Annie Schmidtberger Software Technology Specialist Midwest Energy, Hays, KS SOSMobile allows our customer service representatives to easily apply complex utility business rules, such as scheduling particular order types in specific territories on certain days. It was working so well for scheduling the nearly 21,000 service orders generated each month by Vertex s dispatch clients, that it was only logical to expand its use. - Kevin Patterson General Manager of Client Services Vertex Business Services, Scottsbluff, NE [email protected] 03/14

4 SOSRemote Connect SOSRemote, one of the modules comprising InsightAtlast s SOSMobile suite, offers field service representatives (FSRs) a paperless way to complete their work assignments, with realtime updates to and from the field. FSRs can view their list of orders and get driving directions with the mapping application interface. Supports signature capture. Closing Wizards easily guide FSRs through entering all the necessary information for each order type. There s a version of SOSRemote for most any device. Why SOSRemote? Not long ago, only very large utilities could afford to take advantage of field technology. Those days are over. SOSRemote is a full-featured mobile solution that s affordable for any size utility. It operates on most any device and works for all service territories even those with spotty connectivity. Why wait? Start taking advantage of all mobile technology has to offer. In as little as 30 days, SOSRemote can help you increase productivity and customer satisfaction, while saving time and money. Contact us to find out how SOSRemote can transform your mobile workforce. SOS to the Rescue! Over >>

5 SOSMobile Proudly Made & Supported in the USA SOSRemote Feature Highlights SOSRemote is platform independent and can run on virtually any device. Automatic Vehicle Location (AVL) includes geofencing. Closing wizards greatly facilitate the training of field staff. Interfaces to mapping applications, including Esri and Google Maps. Works in disconnected mode meaning FSRs can continue to work without an Internet connection. Supports signature capture. Promotes safety compliance and has builtin safety features. A vast array of information is available to FSRs, such as data relating to metered services, non-meter related equipment, inventory files, service order history, service order comments, etc. Enter jobbing data a combination of labor and materials which can then be automatically applied to the customer s bill. FSRs can be given the authority to cancel or create new or referral orders in the field. Office personnel can attach documents, such as service agreements, to any order making them readily accessible to the FSRs. FSRs can attach any document or image to any order. FSRs can even images or signatures to an order with their own device no SOSRemote software required. FSRs can be given the authority to cancel or create new or referral orders in the field. Dispatch is automatically notified when an FSR makes status changes to an order e.g. enroute, onsite, etc. FSRs have the ability to override the default sequencing of orders in their list, allowing them to apply the best routing. FSRs can mark an order as Work-in- Progress so it will not prematurely sync with the server. Orders can be geocoded (translated to map coordinates) on-the-fly. FSRs can mark an order as Needs Review, signaling the office to review the order prior to closing. SOSRemote logs all activity done by the FSR and transfers the log data back to the server for storage and reporting purposes. FSRs can enter activity records that are used to track tasks that were accomplished when on-site. SOSRemote has extensive time entry capabilities. With custom data elements, there is no limit to what can be sent, tracked and displayed using SOSRemote. [email protected] 03/14

6 SOSDispatch Assign SOSDispatch, one of the modules comprising InsightAtlast s SOSMobile suite, gives dispatchers control over the flow of work to the field, as well as the ability to monitor progress in real time. With map-based dispatching, simply click the orders on the map and select the appropriate Field Service Representative (FSR). The service trucks also appear as icons on the screen. Tracking some orders or tasks manually? Enter them with SOSDispatch and they re fully automated. With geofencing, dispatchers can be alerted to FSR perimeter violations in real-time or by historical report. In addition, a breadcrumb display shows the actual routes taken by any service vehicle. Why SOSDispatch? Knowing the exact location of your field service representatives dramatically improves the efficiency of order assignments. Combine that with the real-time status of each order, and increased customer satisfaction and productivity is virtually guaranteed. Not to mention the benefits of improved communication with your field personnel. All this is easily accomplished with SOSDispatch. When combined with our SOSRemote module, the ultimate benefit is to your utility s bottom line. SOS to the Rescue! Over >>

7 SOSMobile Proudly Made & Supported in the USA Dispatchers can send messages to FSRs along with an optional audible alarm, notifying them of newly assigned emergency orders or other pertinent information. SOSDispatch Feature Highlights Automatic Vehicle Location (AVL) includes geofencing. Track vehicle and order locations with mapping applications, including Esri and Google Maps. Orders or tasks can be created and stored within SOSMobile to accommodate issues that are tracked manually. Assign orders via mapping applications or through list screens. Know the status of each order in real-time. Improves communication with FSRs and promotes safety. Extensive document handling capabilities. Moving from a primarily paper environment to an automated system had a significant impact for both customers and employees and DC Water s bottom line. We ve installed laptops in service vehicles so technicians can complete and close orders in the field, and employees around the enterprise have immediate access to the information. We re reaping the benefits with improved customer service and increased efficiency. - Lauren Preston Director of Customer Services DC Water & Sewer Authority [email protected] 03/14

8 SOSScheduler Schedule SOSScheduler, one of the modules comprising InsightAtlast s SOSMobile suite, is a sophisticated scheduling tool that can satisfy the needs of any size utility. An easy-to-use scheduling screen allows Customer Service Representatives (CSRs) to find a time that suits the customer. Behind the scenes, control files can be configured to handle even the most complicated business rules and regulatory requirements. The color-coded calendar screen gives CSRs all the information they need to easily track orders. Why SOSScheduler? Do you find your Field Service Representatives (FSRs) frequently over or under scheduled? SOSScheduler can help. SOSScheduler is a workload balancing tool that will keep your FSRs productive while alleviating overtime expenses. Scheduling issues often occur when a utility experiences spikes in the number of orders created at different times of year. For instance, a local college or university generating a large number of connect/ disconnect orders; light up season for gas utilities; non-payment disconnects after seasonal regulatory requirements are lifted. You get the idea. SOSScheduler can manage these fluctuations, ensuring your FSRs always have a balanced schedule. This not only increases productivity and customer satisfaction, it saves money. SOS to the Rescue! Over >>

9 SOSMobile Proudly Made & Supported in the USA SOSScheduler Feature Highlights Seamlessly integrates to a utility s existing CIS user-interface. Powerful load balancing tool. Supports complicated business rules and regulatory requirements. Assigns/allocates time from different sources, such as Web, IVR, etc. Block time periods from scheduling for regularly scheduled events. Adjust time periods eligible for scheduling on-the-fly to increase/decrease availability depending on call volume. Define an FSRs work schedule, including dates, territories, and order types that an individual can perform. Introduce multiple factors that influence the amount of time allocated to complete an order, such as travel time, territory size, and skill level. Assign FSR skill levels and cost factors that can be used by SOSScheduler to intelligently assign work. User can override many of SOSScheduler s default settings for each service order, allowing control over the preferred FSR, schedule date, and schedule type. Create appointments for a specific time of day, a time window, or no set time (all day). SOSScheduler automatically reschedules orders that have been bumped due to higher priority scheduling activity, like emergency orders. Built-in calendar display shows scheduling activity for each FSR. System change logs track scheduling activity. [email protected] 03/14

10 SOSWeb Customer Self-Service SOSWeb, one of the modules comprising InsightAtlast s SOSMobile suite, allows customers to maintain and schedule their own service orders through a utility s Web site. Why SOSWeb? Let s face it. Technology is here to stay. Customers today prefer to do their business online. Many already access account information and pay their bills through your utility s Web site. Doesn t it make sense to allow them to schedule and maintain their own service orders as well? SOSWeb lets you do just that. And you control which service order types are eligible for selfservice. Contact us to find out how SOSWeb can help your utility increase customer satisfaction and control labor costs. SOS to the Rescue! Over >>

11 SOSMobile Proudly Made & Supported in the USA When Vermont state law required heating system inspections for all condos, rentals and public buildings, we wanted to make appointment scheduling as easy as possible for our customers while minimizing the impact of this regulation on our Customer Service staff. SOSWeb is helping us do precisely that. - Scott Crocker Service Manager Vermont Gas, South Burlington, VT Customer service is very important to us. SOSMobile allows us to maintain a high level of customer satisfaction in the area of field service. It provides the functionality we need to schedule nearly 100,000 service orders annually for our 70 plus service techs in eight regional offices. SOSMobile has been a stable and consistent product that helps us keep things running smoothly." - Mary Schouten Applications Development Supervisor NW Natural, Portland, OR [email protected] 03/14