AN AT&T MOBILITY APPLICATION OFFER FLEET COMPLETE Offer Summary as of October 11th, 2011 Version 1.4 Offer Manager Bill Constantine, Lead Product Marketing Manager Platforms and Service Enablers, AT&T Mobility Solutions Office phone: +1-813-402-7561 Cell phone: +1-813-382-9512 AT&T UID: wc111y Bill.Constantine@att.com
2 TABLE OF CONTENTS Offer Manager 1 Executive Summary 3 Complete Innovations Company Overview 3 What does Fleet Complete Fleet Tracker do? 4 Target Markets for Fleet Complete Fleet Tracker 4 Devices that work with the Fleet Complete Fleet Tracker 4 Fleet Complete Track & Dispatch 5 Target Markets for Fleet Complete Track & Dispatch 5 Fleet Complete Asset Tracker 6 Order process 7 Deployment 11
3 FLEET COMPLETE Fleet Complete, a hosted solution for all industries who utilize fleets, assets and / or mobile workers in their daily operations. The Fleet Complete solution is proven to reduce costs, increase efficiency, and reduce driver risk. The Fleet Complete Solution is being used by over 5,000 companies in North America today, and is considered a global leader in the Fleet Tracking and mobile workforce solutions sector. Our customers have gained accurate operational control over their mobile workers, vehicles and assets in the field, leveraging Fleet Complete in all areas of their mobile operations. EXECUTIVE SUMMARY Track the near real-time location of fleet vehicles using a hardwired in-vehicle GPS modem Comprehensive mobile workforce tracking and dispatch solution using BlackBerry or Motorola Windows Mobile based devices Track the location of non-powered assets such as trailers, containers and equipment using a battery powered GPS modem COMPANY OVERVIEW Complete Innovations (CI) is a leading global provider of mission critical fleet, asset and mobile workforce management solutions; incorporated in 2000 by Tony Lourakis & Andrew Merisanu Complete Innovations is headquartered in Toronto, Ontario and has over 70 employees and over 5,000 customers. Common Problems which are relieved with Fleet Complete High Fuel Costs High Insurance Costs High Mobile Workforce Labour Costs High Vehicle Maintenance Costs
4 WHAT DOES FLEET COMPLETE FLEET TRACKER DO? Track the location of fleet vehicles using a hardwired in-vehicle GPS modem Track near real-time location of vehicles Monitor speeding, idling, hard braking, rapid acceleration, hard cornering and vehicle sensors such as door sensor or PTO Geo-fencing Fleet maintenance Sophisticated rules, alerts, reporting and dashboard TARGET MARKETS FOR FLEET COMPLETE FLEET TRACKER SERVICE FLEETS HVAC Plumbers Electricians Technicians Landscape Property Management Restoration & Repair Construction Environmental Services DELIVERY FLEETS Courier Parts Delivery Office Supplies Delivery Furniture Delivery Food & Beverage Delivery Armored Vehicles Passenger (Limo, Patient Transfer) Tow-Trucks DEVICES THAT WORK WITH FLEET COMPLETE FLEET TRACKER MGS200 Key Features 4 Inputs / 2 Outputs Monitors speed, idling, engine hours, harsh braking, rapid acceleration and hard cornering Built-in accelerometer Battery voltage sensor Low power consumption MGS500 Key Features HSPA Ethernet port for direct connection to devices such as laptops or Wi-Fi Router, which makes the vehicle a moving Hotspot 13 Inputs / 3 Outputs / 3 Serial Monitors speed, idling, engine hours, harsh braking, rapid acceleration and hard cornering Built-in accelerometer Battery voltage sensor Low power consumption
5 WHAT DOES FLEET COMPLETE TRACK & DISPATCH DO? Comprehensive mobile workforce tracking and dispatch solution Locate the closest mobile worker to a job request Dispatch directly to the mobile worker s device Receive acceptance/rejection of the dispatch request Capture electronic signature POD Customizable work order templates with customizable workflow Track the near real-time location of your mobile workforce Mobile workers can capture field data and update the status of their jobs, scan barcodes and capture electronic signatures TARGET MARKETS FOR FLEET COMPLETE TRACK & DISPATCH SERVICE FLEETS HVAC Plumbers Electricians Technicians Landscape Property Management Restoration & Repair Construction Environmental Services DELIVERY FLEETS Courier Parts Delivery Office Supplies Delivery Furniture Delivery Food & Beverage Delivery Armored Vehicles Passenger (Limo, Patient Transfer) Tow-Trucks DEVICES THAT WORK WITH THE FLEET COMPLETE TRACK & DISPATCH Windows Mobile & Blackberry Devices
6 WHAT DOES FLEET COMPLETE ASSET TRACKER DO? Track the location of non-powered assets such as trailers, containers and equipment using a battery powered GPS modem Optimize asset utilization Recover lost of stolen assets TARGET MARKETS FOR FLEET COMPLETE ASSET TRACKER: Any market that utilizes trailers, and containers or needs to track high-valued equipment in the field DEVICES THAT WORK WITH THE FLEET COMPLETE ASSET TRACKER: The weather resistant XT5000 is a fully self-contained modem with integrated GPS, cellular and PCS antennas, motion detector and internal battery that last up to 3 years based on one location transmission per day. THE FLEET COMPLETE SOLUTION
7 FLEET COMPLETE ORDER PROCESS: STEP ONE: Go to: sales.completeinnovations.com STEP TWO: Register as a user STEP THREE: Select a solution
8 Fleet Complete Order process: STEP FOUR: Enter New Customer information or Existing Customer BAN & FAN STEP FIVE: If relevant (i.e.: Fleet Tracker / Asset Tracker) choose a device STEP SIX: If you selected Fleet Tracker you will be prompted to select a device accessory if your customer has requested one.
9 Fleet Complete Order process: STEP SEVEN: Here you can either save your quote, or process the quote as an order if you have received a signature from the customer STEP EIGHT: Review your quote and make any changes here to the quantity, keep in mind you can always go back to the previous screens to make changes as well. STEP NINE: Here you can either save your quote, or process the quote as an order if you have received a signature from the customer.
10 Fleet Complete Order process: STEP TEN: In this prompt you will be asked to confirm you have received a signature from the client signing off on the quote. Once you select this box you can officially process the order. YOU RE DONE! WHAT HAPPENS NEXT? Once you have completed all the steps within the Sales Portal and your order has been processed the information is electronically sent to the Complete Innovations Fulfillment Team. The AT&T Sales rep will receive a notification by email once the order is received, activated, and shipped. 11 WELCOME EMAIL: New Customer receives a welcome email inviting them to access the Customer Welcome Portal containing all product / solution information 12 INSTALLATION: Customer receives a call from the installation coordinator to schedule installation 13 TRAINING & IMPLEMENTATION CI Training and Implementation Teams contact the customer to assist with the FC Implementation 14 FULFILLMENT COMPLETE
11 WHAT TO EXPECT AFTER PURCHASING FLEET COMPLETE FLEET TRACKER Once an order has been placed with AT&T, it will take ten to fourteen business days to complete the product deployment and training depending on the availability of the customer s vehicles for installation and staff for training. Below is a guide on what to expect during the deployment process and some tips to get staff training started correctly. DEPLOYMENT Deploying Fleet Complete Fleet Tracking Solution is a collaborative effort between the client, AT&T and Complete Innovations. Following is an outline of the deployment process and the activities that occur at each step. * Within 2 business days * Within 3-5 business days 1 ESTIMATED ORDER COMPLETION: 8 business days on average (No longer than 14 days) Installation scheduling will often depend on customer s availability Installation completion time frame will vary depending on number of vehicles and number of locations The completion of product training is dependent on the customer s availability STEP 1 - PRE-DEPLOYMENT Customer s Responsibilities Place the order with AT&T Assign a project manager who will assume the responsibility for coordinating the product deployment and scheduling staff training Work with Complete Innovations to define a deployment schedule Approve the installation date AT&T s responsibility Process the order in the CI Sales Portal Set the right expectations with the client (using this document)
12 Complete Innovations responsibilities Process and fulfill the order received by AT&T via the CI Sales Portal Create a new client account in Complete Innovations systems Send a welcome email to the customer s email provided in the sales order Activate the order in Phoenix Submit the work order to CI s installer (usually Team TSI) Installer s responsibilities (usually Team TSI) Schedule the installation with the client Pack, kit and ship the hardware 2 3 STEP 2 - INSTALLATION & DEPLOYMENT Customer s Responsibilities Download and install the Fleet Complete application onto the computer (Using the Customer Welcome Portal as a guide) Product received by the client Installation coordinator will contact the customer to confirm the installation appointment 24 hours prior Complete Innovations responsibilities CI Implementation and Training Team will contact the customer, verify recipient of the Welcome Email, verify that the customer knows and understands how to install and login to Fleet Complete and to schedule a training session with the customer. Installer s responsibilities (usually Team TSI) Perform installations per the deployment schedule Verify the installation via the CI Installer Portal STEP 3 - POST IMPLEMENTATION AND GOVERNANCE Customer s Responsibilities Perform a final audit of installations Develop a staff training schedule in collaboration with the CI Training and Implementation Team Ensure that relevant staff is available for training *** Multi-location installations require careful planning and coordination. Customers will need to provide information about each location, including the number and types of vehicles, shipping addresses, and points of contact. To avoid delays, please make sure the equipment is readily available to the installer. *** If the installer has to make multiple trips to a single location to complete an installation, you may be subject to additional trip charges for each return visit made by the installer. Complete Innovations responsibilities Develop a staff training schedule in collaboration with the customer Create, schedule, and conduct on-line training sessions per the training schedule Provide on-going support as needed
139 COMPLETE INNOVATIONS USA INC. TECHNICAL SUPPORT SERVICE LEVEL AGREEMENT Support is providing active end-user Customer s commercially reasonable assistance related to the use, care, maintenance or location of features in the product. Support also consists of setup and configuration of the product or its various components (not including data entry) and any issues resulting from Customer error or misuse that can be corrected through the program itself and do not require any direct database access or custom programming. Support is agreed and intended to be free for active Customer s during regular hours only, however, Customer s may deem support necessary after hours and shall not be denied support for any reason if such a request is made. Support ends and services (at the Complete Innovations USA Inc. Professional Services hourly rate) begins when issues resulting from Customer error or misuse that cannot be corrected through the program and any issues resulting from Customer changes to the physical environment (i.e. network and/or computer) that requires network or hardware troubleshooting and correction. The provision of technical support does not alter the Limitations of Warranties and Liability of Complete Innovations USA Inc. Complete Innovations USA Inc. will only provide technical support for Courier Complete and Fleet Complete branded products and not in relation to any other supporting hardware or software. Complete Innovations USA Inc. may assist customer in getting technical support and warranty service for hardware sold by Complete Innovations USA Inc. Some additional Support services goals strived for by Complete Innovations USA Inc. are: Effectively and rapidly respond to Customer enquiries related to Complete Innovations USA Inc. products. Quickly analyze the Customer s issue, refer to the appropriate resource material or consult internal experts and provide the Customer the appropriate solution in a timely manner. Follow up with the Customer throughout the process to ensure that their enquiries or issues have been resolved to their satisfaction. Regular Hours Support is provided by calling 1-800-220-0779 or emailing support@fleetcomplete.com or support@couriercomplete.com on weekdays between the hours of 7:00 AM EST to 11:00 PM EST. After Hours Support is provided after 11:00 PM EST and before 7:00 AM EST on weekdays, weekends or on National Holiday s. After Hours support is only available by telephone when Customers calls 1-800-220-0779. Complete Innovations strives to exceed customer expectations. Our goal is to answer all inbound Support calls during Regular Hours in less than 1 minute and all After Hours Support calls within 30 minutes. Support calls will be resolved during the first call where possible. In cases where calls cannot be resolved, ticket numbers will be provided with clearly defined next steps and follow-up callbacks to the Customer. Continual follow-up will be performed on tickets until the ticket has been resolved to the Customer s satisfaction. In the event of system anomalies affecting a wide group of Customers, email notifications will be sent out within 60 minutes of the confirmation of an issue. Follow-up emails will be sent periodically and upon resolution. For any escalation or service requests requiring further attention, please ask for the Manager of Technical Support.
14 FULFILLMENT DIAGRAM REFERENCE LINKS CUSTOMER WELCOME PORTAL http://welcome.completeinnovations.com/ GETTING STARTED GUIDE http://welcome.completeinnovations.com/files/getting_started_att.pdf END USER LICENSE AGREEMENT http://downloads.fleetcomplete.com/att/eula.html SALES PORTAL http://sales.completeinnovations.com