Asset Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Contact Us Distribution $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Sales Order Before Wireless Sales Order After Wireless Customer Approves Quote? Rep Returns to Office and Gathers Information Customer Asks for a Quote Sales Rep Drives to Customer Site Rep Returns to Customer Site Rep Provides Quote Rep Locates Order Form Rep Gathers Information from Customer About Order Rep Completes Paper Order Form Rep Returns to Office Rep Submits Order Inventory Commited to Order Is Order Form Complete? Inventory Commited to Order Rep Drives Home Sales Rep Drives to Customer Site Customer Approves Quote? Rep Provides Quote • Product price and inventory database • Rep gathers information from customer about order • Rep submits order • Agent completes assignment • Inventory database • Eliminate process steps by combining tasks (e.g., quote and order in one visit) • Improve order accuracy • Capture customer information (e.g., signature) electronically to reduce processing costs • Project a more professional image and build better customer relationships Potential Benefits Product, Price & Inventory Database $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Sales Order Before Wireless Sales Order After Wireless Customer Approves Quote? Rep Returns to Office and Gathers Information Customer Asks for a Quote Sales Rep Drives to Customer Site Rep Returns to Customer Site Rep Provides Quote Rep Locates Order Form Rep Gathers Information from Customer About Order Rep Completes Paper Order Form Rep Returns to Office Rep Submits Order Inventory Commited to Order Is Order Form Complete? Inventory Commited to Order Rep Drives Home Sales Rep Drives to Customer Site Customer Approves Quote? Rep Provides Quote • Product price and inventory database • Rep gathers information from customer about order • Rep submits order • Agent completes assignment • Inventory database • Eliminate process steps by combining tasks (e.g., quote and order in one visit) • Improve order accuracy • Capture customer information (e.g., signature) electronically to reduce processing costs • Project a more professional image and build better customer relationships Potential Benefits Product, Price & Inventory Database $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Yes! Yes! Yes! Yes! Sales Order Work Order Distribution Asset Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Work Order Create, Review, Update After Wireless Order Placed / Issue Reported Work Order Created Workforce Scheduling and Dispatch Technician Performs Physical Inspection Data Capture Technician Calls Office to Confirm Warranty / Contract Performs Work Order, Collects Info on Paper Entitlement Issue? Calls Headquarters to Resolve Workforce Scheduling and Dispatch Mobile Inventory (Phone Call) Parts Required? Additional Information Required? Workforce Scheduling and Dispatch Workforce Scheduling and Dispatch Headquarters Generates Invoice Technician Arrives at Site Calls/Visits Office to Close/Update Work Order Knowledge Base Lookup (Phone Call) Can Complete Work Order? Technician Returns to Headquarters Technician Visits Next Customer Entitlement Issue? Discusses Issue With Customer Technician Visits Next Customer Can Complete Work Order? Technician Performs Physical Inspection • Data capture • Performs work; records details on wireless devices • Data capture • Generates invoice on-site • Sales order quote and commit • Knowledge base lookup • Mobile inventory Additional Information Required? Technician Arrives at Site Picks Up Required Part Parts Required? • Order placed / issue reported • Work Order created • Workforce scheduling and dispatch • Access to customer request and work history enables technician to better address issue • Technicians can upsell to customers on site; get signature on site and initiate billing immediately • Reduce call center costs; reduce re-work • First-time-fix improves customer satisfaction Potential Benefits Work Order Create, Review, Update Before Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Yes! Yes! Yes! Y Yes! Yes! Yes! Yes! Sales Order Work Order Distribution Asset Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Work Order Create, Review, Update After Wireless Order Placed / Issue Reported Work Order Created Workforce Scheduling and Dispatch Technician Performs Physical Inspection Data Capture Technician Calls Office to Confirm Warranty / Contract Performs Work Order, Collects Info on Paper Entitlement Issue? Calls Headquarters to Resolve Workforce Scheduling and Dispatch Mobile Inventory (Phone Call) Parts Required? Additional Information Required? Workforce Scheduling and Dispatch Workforce Scheduling and Dispatch Headquarters Generates Invoice Technician Arrives at Site Calls/Visits Office to Close/Update Work Order Knowledge Base Lookup (Phone Call) Can Complete Work Order? Technician Returns to Headquarters Technician Visits Next Customer Entitlement Issue? Discusses Issue With Customer Technician Visits Next Customer Can Complete Work Order? Technician Performs Physical Inspection • Data capture • Performs work; records details on wireless devices • Data capture • Generates invoice on-site • Sales order quote and commit • Knowledge base lookup • Mobile inventory Additional Information Required? Technician Arrives at Site Picks Up Required Part Parts Required? • Order placed / issue reported • Work Order created • Workforce scheduling and dispatch • Access to customer request and work history enables technician to better address issue • Technicians can upsell to customers on site; get signature on site and initiate billing immediately • Reduce call center costs; reduce re-work • First-time-fix improves customer satisfaction Potential Benefits Work Order Create, Review, Update Before Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Customer Inquires About Delivery Status Workforce Scheduling and Dispatch Dispatch Calls Driver Regarding Status Driver Takes Call? Dispatcher Updates Customer via Phone Database Driver Monitors Items and Keeps Record Driver Updates Status of Delivery in Database Driver Returns Call After a Delivery Driver Updates Dispatcher Dispatcher Runs SLA Report Customer Receives Detailed SLA Report Customer Inquires About Delivery Status • Dispatcher accesses database • Dispatcher provides status to customer in real time • Customer can receive alerts about changes • Customer can access web portal to get status • Improve responsiveness to customer requests • Improve accuracy of product status • Reduce calls to and from dispatch • Reduce number of trips to office • Meet customer’s SLAs requirements; enhance competitiveness Potential Benefits Workforce Scheduling and Dispatch Asset Tracking and Monitoring Before Wireless Asset Tracking and Monitoring After Wireless • Driver updates status of deliveries via wireless • Data capture • Driver monitors items and keeps records $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Customer Inquires About Delivery Status Workforce Scheduling and Dispatch Dispatch Calls Driver Regarding Status Driver Takes Call? Dispatcher Updates Customer via Phone Database Driver Monitors Items and Keeps Record Driver Updates Status of Delivery in Database Driver Returns Call After a Delivery Driver Updates Dispatcher Dispatcher Runs SLA Report Customer Receives Detailed SLA Report Customer Inquires About Delivery Status • Dispatcher accesses database • Dispatcher provides status to customer in real time • Customer can receive alerts about changes • Customer can access web portal to get status • Improve responsiveness to customer requests • Improve accuracy of product status • Reduce calls to and from dispatch • Reduce number of trips to office • Meet customer’s SLAs requirements; enhance competitiveness Potential Benefits Workforce Scheduling and Dispatch Asset Tracking and Monitoring Before Wireless Asset Tracking and Monitoring After Wireless • Driver updates status of deliveries via wireless • Data capture • Driver monitors items and keeps records $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Order Comes In Is This an Emergency? Create Work Order, Review, Update Adds Task to Work Queue Technician Drives to Office the Beginning of Next Day Technician Receives Prioritized Tasks Dispatcher Identifies Who to Assign Dispatcher Assigns Work Via Phone to Field Technician Technician Writes Down Assignment on Paper Create Work Order, Review, Update Order Comes In Work Force Scheduling and Dispatch Before Wireless Work Force Scheduling and Dispatch After Wireless • Dispatcher assigns work based on work status • Technician receives new assignment on device Is This an Emergency? • Reduce dispatcher to technician ratio; reduce vehicle travel and maintenance • Improve technician responsive- ness to customer requests • Reduce transcription errors • Faster emergency response time based on location of nearest technician (meeting SLAs) • Reduce amount of time spent in office • Increase number of customer visits per day • Less down time; less time waiting on phone to receive next work order • Increase on-time arrival rate Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Order Comes In Is This an Emergency? Create Work Order, Review, Update Adds Task to Work Queue Technician Drives to Office the Beginning of Next Day Technician Receives Prioritized Tasks Dispatcher Identifies Who to Assign Dispatcher Assigns Work Via Phone to Field Technician Technician Writes Down Assignment on Paper Create Work Order, Review, Update • Dispatcher assigns work based on work status • Technician receives new assignment on device • Reduce dispatcher to technician ratio; reduce vehicle travel and maintenance • Improve technician responsive- ness to customer requests • Reduce transcription errors • Faster emergency response time based on location of nearest technician (meeting SLAs) • Reduce amount of time spent in office • Increase number of customer visits per day • Less down time; less time waiting on phone to receive next work order • Increase on-time arrival rate Potential Benefits Order Comes In Work Force Scheduling and Dispatch Before Wireless Work Force Scheduling and Dispatch After Wireless Is This an Emergency? $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Agent Arrives at Site Agent Records Comments Related to Order Agent Captures Other Information Agent Returns to Office Agent Manually Combines Order Information Agent Submits for Processing Agent Makes Imprint of Credit Card Paper Slip Agent Enters Order Information Into Paper Form Agent Takes Pictures Related to Order Agent Arrives at Site • Agent enters all order information into mobile device • Agent submits for Processing • Reduced paperwork • All data immediately entered into database • Reduced processing time; greater customer satisfaction Potential Benefits Agent Drives Home Data Capture Before Wireless Data Capture After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Agent Arrives at Site Agent Records Comments Related to Order Agent Captures Other Information Agent Returns to Office Agent Manually Combines Order Information Agent Submits for Processing Agent Makes Imprint of Credit Card Paper Slip Agent Enters Order Information Into Paper Form Agent Takes Pictures Related to Order Agent Arrives at Site • Agent enters all order information into mobile device • Agent submits for Processing • Reduced paperwork • All data immediately entered into database • Reduced processing time; greater customer satisfaction Potential Benefits Agent Drives Home Data Capture Before Wireless Data Capture After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech End User Confirms via Page / Email / Phone Event Occurs Call Center Involved? System Sends Communications and Waits for User Confirmation Required by User? Call Center Notified of Event Call Center Contacts via Page / Email / Phone User Receives Notification and Takes Action Call Center Looks Up Who to Notify User Confirms via Page / Email / Phone Event Occurs and Alert Is Triggered • User receives alert via wireless device and takes action • Improved response time to customer • Reduction in staff required Potential Benefits Alerting and Response Before Wireless Alerting and Response After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech End User Confirms via Page / Email / Phone Event Occurs Call Center Involved? System Sends Communications and Waits for User Confirmation Required by User? Call Center Notified of Event Call Center Contacts via Page / Email / Phone User Receives Notification and Takes Action Call Center Looks Up Who to Notify User Confirms via Page / Email / Phone Event Occurs and Alert Is Triggered • User receives alert via wireless device and takes action • Improved response time to customer • Reduction in staff required Potential Benefits Alerting and Response Before Wireless Alerting and Response After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Technician Looks for Closest Available Part Is Missing Part Nearby? Workforce Scheduling and Dispatch Returns to Site to Complete Assignment Technician Returns to Headquarters Workforce Scheduling and Dispatch Technician Goes to Pick Up Missing Part Technician Goes On-Site to Respond to Issue Field Technician Loads Supplies Technician Is Missing Part for Job Issue Is Deferred/ Reassigned Until Next Day Updates Inventory Status at the End of the Day Database Technician Picks Up Missing Part Technician Returns to the Site and Completes Assignment Technician Loads Scanned-in Supplies Technician Is Missing Part for Job Technician Goes On-site to Respond to Issue • Looks up location of part • Agent completes assignment • Inventory database • Reduce inventory waste – sell or use before item expires • Improved inventory accuracy results in fewer trips (inventory updated in real time) • Fewer administrative tasks improves work responsibilities Potential Benefits Mobile Inventory Before Wireless Mobile Inventory After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Technician Looks for Closest Available Part Is Missing Part Nearby? Workforce Scheduling and Dispatch Returns to Site to Complete Assignment Technician Returns to Headquarters Workforce Scheduling and Dispatch Technician Goes to Pick Up Missing Part Technician Goes On-Site to Respond to Issue Field Technician Loads Supplies Technician Is Missing Part for Job Issue Is Deferred/ Reassigned Until Next Day Updates Inventory Status at the End of the Day Database Technician Picks Up Missing Part Technician Returns to the Site and Completes Assignment Technician Loads Scanned-in Supplies Technician Is Missing Part for Job Technician Goes On-site to Respond to Issue • Looks up location of part • Agent completes assignment • Inventory database • Reduce inventory waste – sell or use before item expires • Improved inventory accuracy results in fewer trips (inventory updated in real time) • Fewer administrative tasks improves work responsibilities Potential Benefits Mobile Inventory Before Wireless Mobile Inventory After Wireless $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech PSR Studies Facings, Restocks Shelves, Merchandises Products Inside Sales Reps Key Orders Into Order and Routing System PSR Reviews Routebook and Estimates Order Volume PSR Sells Product Line to Store Manager PSR Faxes Orders to the Fulfillment Center PSR Drives Home PSR Drives Back to the Office PSR Drives to Next Account PSR Records Order and In-Store Inventory Last Account of the Day? Manufacturing: Food and Beverage Sales Before Wireless Manufacturing: Food and Beverage After Wireless PSR Studies Facings, Restocks Shelves, Merchandises Products PSR Sells Product Line to Store Manager PSR Drives to Customer Account PSR Drives Home • PSR reviews customer history and receives selling tips • Estimates order volume • PSR records order and in-store inventory • Wirelessly uploads to back-end systems Pre-Sales Rep (PSR) Drives to Customer Account • Improve Supply Chain Management: Reduce stock outs, inventory holding costs, spoilage, and missed visits. • Increase Pre-Sales Rep Efficiency: Increase number and length of time of accounts visited per day, and increase sales volume • Increase Operational Efficiency: Improve cross-organization management decision-making with more timely order & inventory data. Reduce required capital investments in distribution center and manufacturing facilities. Reduce administrative overhead required for manual data input and correction. Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech PSR Studies Facings, Restocks Shelves, Merchandises Products Inside Sales Reps Key Orders Into Order and Routing System PSR Reviews Routebook and Estimates Order Volume PSR Sells Product Line to Store Manager PSR Faxes Orders to the Fulfillment Center PSR Drives Home PSR Drives Back to the Office PSR Drives to Next Account PSR Records Order and In-Store Inventory Last Account of the Day? Manufacturing: Food and Beverage Sales Before Wireless Manufacturing: Food and Beverage After Wireless PSR Studies Facings, Restocks Shelves, Merchandises Products PSR Sells Product Line to Store Manager PSR Drives to Customer Account PSR Drives Home • PSR reviews customer history and receives selling tips • Estimates order volume • PSR records order and in-store inventory • Wirelessly uploads to back-end systems Pre-Sales Rep (PSR) Drives to Customer Account • Improve Supply Chain Management: Reduce stock outs, inventory holding costs, spoilage, and missed visits. • Increase Pre-Sales Rep Efficiency: Increase number and length of time of accounts visited per day, and increase sales volume • Increase Operational Efficiency: Improve cross-organization management decision-making with more timely order & inventory data. Reduce required capital investments in distribution center and manufacturing facilities. Reduce administrative overhead required for manual data input and correction. Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Delivery Driver (DD) Drives to Distribution Center, Picks Up Truck, Customer List and Orders Management Analyzes Order and Inventory Information to Help Make Operational Decisions DD Drives to Customer Account DD Unloads Products, Loads Returns and Creates Receipt of Order Form DD Drives to Distribution Center, Drops Off Route Information Final Account of the Day? Distribution: Food and Beverage Before Wireless Distribution: Food and Beverage After Wireless DD Drives to Distribution Center DD Drives to Customer Account Distribution Center Loads Trucks DD Drives Back to Distribution Center • Distribution Center receives orders from Order and Routing System, picks products • Delivery Driver downloads customer list and orders • Confirms delivery • Delivery Driver uploads route information • Management analyzes order and inventory information and uses it to make operational decisions Distribution Center Receives Orders, Picks Products, and Loads Trucks DD May Sell Remaining Inventory at Discount Prices to Final Accounts Distribution Center Manually Inputs Route Information to Back-End Systems $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Delivery Driver (DD) Drives to Distribution Center, Picks Up Truck, Customer List and Orders Management Analyzes Order and Inventory Information to Help Make Operational Decisions DD Drives to Customer Account DD Unloads Products, Loads Returns and Creates Receipt of Order Form DD Drives to Distribution Center, Drops Off Route Information Final Account of the Day? Distribution: Food and Beverage Before Wireless Distribution: Food and Beverage After Wireless DD Drives to Distribution Center DD Drives to Customer Account Distribution Center Loads Trucks DD Drives Back to Distribution Center • Distribution Center receives orders from Order and Routing System, picks products • Delivery Driver downloads customer list and orders • Confirms delivery • Delivery Driver uploads route information • Management analyzes order and inventory information and uses it to make operational decisions Distribution Center Receives Orders, Picks Products, and Loads Trucks DD May Sell Remaining Inventory at Discount Prices to Final Accounts Distribution Center Manually Inputs Route Information to Back-End Systems $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Repair Technician (RT) Drives to Maintenance Center and Picks Up Daily Job List RT Plans Sequencing and Maps Routes Using Paper Maps Customer Home? RT Drives to Customer Premise RT Records Missed Visit, Adds to Next Day’s Load, Drives to Next Job RT Calls Tech Support for Any Additional Job Details, As Needed RT Calls Tech Support to Receive an Available Facility (e.g. Cable Pair & Other Repair Info) RT Fixes Service (May or May Not Test) Customer May Request Additional Service RT Closes Job RT Drives to Maintenance Center, Paperwork and Invoices are Manually Input to Back-End Systems RT Drives Home RT Selects Next Job From Job List Last Job of the Day? Dispatch Calls RT for Status Update RT Runs a Mechanized Loop Test (MLT) and Other Diagnostics to Identify the Problem RT Completes Additional Requested Work and Invoices Customer RT Fixes Problem and Tests Service RT Runs a Mechanized Loop Test (MLT) and Other Diagnostics to Identify Problems Customer Home? RT Drives Home Telecom: Field Service Management Process Flow After Wireless Telecom: Field Service Management Process Flow Before Wireless • If customer is not home, RT recieves an alert en route, and is routed to the next job • If customer requests additional service, RT completes work and inputs job details, automatically initiating billing • RT closes job, inputs job details and uploads to back-end systems • RT wirelessly dispatched to next job based on job priority and geographic proximity unless it is the last job of the day • Repair Technician (RT) downloads first job and optimal routing • RT obtains available facility (e.g., cable pair) & repair info by accessing back-end systems • Increase Repair Technician (RT) Efficiency: Decrease driving time and calling Dispatch & Technical Support, thereby increasing the number of jobs per day that RT can complete and reducing mileage costs. • Reduce Time to Repair: Reduce truck re-roll frequency. Increase SLA compliance. Reduce regulatory fines. • Increase Operational Efficiency: Expedite the billing cycle. Reduce administrative overhead and number of dispatchers required. Reduce call volume to Technical Support and Dispatch Potential Benefits RT Drives to Customer Premise $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Asset Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Repair Technician (RT) Drives to Maintenance Center and Picks Up Daily Job List RT Plans Sequencing and Maps Routes Using Paper Maps Customer Home? RT Drives to Customer Premise RT Records Missed Visit, Adds to Next Day’s Load, Drives to Next Job RT Calls Tech Support for Any Additional Job Details, As Needed RT Calls Tech Support to Receive an Available Facility (e.g. Cable Pair & Other Repair Info) RT Fixes Service (May or May Not Test) Customer May Request Additional Service RT Closes Job RT Drives to Maintenance Center, Paperwork and Invoices are Manually Input to Back-End Systems RT Drives Home RT Selects Next Job From Job List Last Job of the Day? Dispatch Calls RT for Status Update RT Runs a Mechanized Loop Test (MLT) and Other Diagnostics to Identify the Problem RT Completes Additional Requested Work and Invoices Customer RT Fixes Problem and Tests Service RT Runs a Mechanized Loop Test (MLT) and Other Diagnostics to Identify Problems Customer Home? RT Drives Home Telecom: Field Service Management Process Flow After Wireless Telecom: Field Service Management Process Flow Before Wireless • If customer is not home, RT recieves an alert en route, and is routed to the next job • If customer requests additional service, RT completes work and inputs job details, automatically initiating billing • RT closes job, inputs job details and uploads to back-end systems • RT wirelessly dispatched to next job based on job priority and geographic proximity unless it is the last job of the day • Repair Technician (RT) downloads first job and optimal routing • RT obtains available facility (e.g., cable pair) & repair info by accessing back-end systems • Increase Repair Technician (RT) Efficiency: Decrease driving time and calling Dispatch & Technical Support, thereby increasing the number of jobs per day that RT can complete and reducing mileage costs. • Reduce Time to Repair: Reduce truck re-roll frequency. Increase SLA compliance. Reduce regulatory fines. • Increase Operational Efficiency: Expedite the billing cycle. Reduce administrative overhead and number of dispatchers required. Reduce call volume to Technical Support and Dispatch Potential Benefits RT Drives to Customer Premise $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Physician Phones Memorial Hospital to Check Patients Status Physician then Phones General Hospital to Check Patients Status Physician Drives to Private Office for Patient Consults Physician Drives to Memorial Hospital to Make Patient Rounds Physician Consults with Patients at Memorial Hospital Physician Writes Prescription for Patient Mrs. Jones Nurse’s Aide Submits Prescription to Institutional Pharmacy Physician Fills Out Form to Order Lab Tests for Mrs. Jones Nurse’s Aide Submits Lab Test Request Last Consult of Day? Physician Drives to General Hospital and Makes Patient Rounds Physician Receives Call from Memorial Hospital Regarding Mrs. Jones’ Prescription Physician Calls Memorial Hospital to Obtain Medical Records, Orders New Prescription Physician Completes Rounds at General Hospital, Writes Prescriptions Physician Leaves General, Calls Lab at Memorial Regarding Lab Test Results Results Ready? Physician Consults with Patients, Writes Prescriptions and Orders Tests Last Consult of Day? Physician Drives Home Memorial Faxes All Daily Test Results to Private Office Physician Drives to Private Office Physician Drives to General Hospital and Makes Patient Rounds Physician Drives to Memorial Hospital and Makes Patient Rounds Physician Consults with Patients Healthcare: CPOE Process Flow After Wireless Healthcare: CPOE Process Flow Before Wireless • Physician writes prescriptions and orders tests • Physician finishes rounds at General, writing prescriptions and ordering lab tests when required • Pharmacist at Memorial calls physician; Mrs. Jones’ prescription has potential adverse reaction; Physician resolves problem real-time, reviewing EMR • Physician leaves General and while on the road receives an e-mail with day’s test results • Physician reviews test results at his/her convenience • Specialist Physician connects to the EMR systems of Memorial and General Hospitals to check patient status • Physician writes prescription using for patient: “Mrs. Jones” • Physician orders lab tests for Mrs. Jones • Health System: Electronic submission reduces number of administrative FTEs required and potential for fraud. • Physician: Reduces the amount of time physicians spent dealing with admin staff since they can access patient EMRs remotely and submit orders (prescriptions, tests, etc.) electronically. • Insurance Company: Physicians can lower drug costs (for pharmacies, consumers, and insurance providers) by knowing at the point of prescription if lower-cost drug alternatives are available (generics or A/B substitutes). Potential Benefits Physician Drives to Private Office for Patient Consults Physician Drives Home $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Asset Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Physician Phones Memorial Hospital to Check Patients Status Physician then Phones General Hospital to Check Patients Status Physician Drives to Private Office for Patient Consults Physician Drives to Memorial Hospital to Make Patient Rounds Physician Consults with Patients at Memorial Hospital Physician Writes Prescription for Patient Mrs. Jones Nurse’s Aide Submits Prescription to Institutional Pharmacy Physician Fills Out Form to Order Lab Tests for Mrs. Jones Nurse’s Aide Submits Lab Test Request Last Consult of Day? Physician Drives to General Hospital and Makes Patient Rounds Physician Receives Call from Memorial Hospital Regarding Mrs. Jones’ Prescription Physician Calls Memorial Hospital to Obtain Medical Records, Orders New Prescription Physician Completes Rounds at General Hospital, Writes Prescriptions Physician Leaves General, Calls Lab at Memorial Regarding Lab Test Results Results Ready? Physician Consults with Patients, Writes Prescriptions and Orders Tests Last Consult of Day? Physician Drives Home Memorial Faxes All Daily Test Results to Private Office Physician Drives to Private Office Physician Drives to General Hospital and Makes Patient Rounds Physician Drives to Memorial Hospital and Makes Patient Rounds Physician Consults with Patients Healthcare: CPOE Process Flow After Wireless Healthcare: CPOE Process Flow Before Wireless • Physician writes prescriptions and orders tests • Physician finishes rounds at General, writing prescriptions and ordering lab tests when required • Pharmacist at Memorial calls physician; Mrs. Jones’ prescription has potential adverse reaction; Physician resolves problem real-time, reviewing EMR • Physician leaves General and while on the road receives an e-mail with day’s test results • Physician reviews test results at his/her convenience • Specialist Physician connects to the EMR systems of Memorial and General Hospitals to check patient status • Physician writes prescription using for patient: “Mrs. Jones” • Physician orders lab tests for Mrs. Jones • Health System: Electronic submission reduces number of administrative FTEs required and potential for fraud. • Physician: Reduces the amount of time physicians spent dealing with admin staff since they can access patient EMRs remotely and submit orders (prescriptions, tests, etc.) electronically. • Insurance Company: Physicians can lower drug costs (for pharmacies, consumers, and insurance providers) by knowing at the point of prescription if lower-cost drug alternatives are available (generics or A/B substitutes). Potential Benefits Physician Drives to Private Office for Patient Consults Physician Drives Home $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Adjustor Drives to Branch Office Adjustor Receives Daily Case Load Adjustor Drives to Claim Site Adjustor Plans Sequencing and Maps Route Adjustor Inspects Damage and Collects Information Last Case of the Day? Adjustor Develops and Prints Estimates Adjustor Packages and Mails Claim File to Claim Handler Claim Handler Inputs Claim Info into System If Required, Claim Handler Calls Adjustor for More Info Claim Handler Issues Check and Closes Claim If Required, Adjustor Adds Follow-Up Request to Case Load Claim Handler Determines Recommended Settlement Amount and Authorizes Repair Adjustor Drives to Branch Office Claim Handler Evaluates Claim Claim Handler Evaluates Electronic Claim File • Adjustor receives cases & route plan • Adjustor inspects damage and collects information using electronic template • Adjustor develops estimates using estimating software and sends claim data to claims management system • Adjustor is dynamically routed to next case • If required, claim handler calls adjustor for more info • If required, adjustor adds follow-up request to case load • Claim handler determines recommended settlement amount & authorizes repair Adjustor Drives to Claim Site Claim Handler Issues Check and Closes Claim Insurance: Claims Management Process Flow Before Wireless Insurance: Claims Management Process Flow After Wireless • Adjustor Efficiency Increase: Adjustor has decreased drive time, increased case handling, and reducesd outsourced claims costs. Adjustor job satisfaction increased (less “windshield time”). • Claim Cycle Time Reduction: Reduced claim cycle time lowers call center costs caused with less policyholder’s calls to check claim status. • Loss Adjustment Expense Reduction: Automated wireless dispatching enables a carrier to reduce its dispatcher force. Automated claim submission reduces the number of administrative FTEs required to input data and fix errors. Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Adjustor Drives to Branch Office Adjustor Receives Daily Case Load Adjustor Drives to Claim Site Adjustor Plans Sequencing and Maps Route Adjustor Inspects Damage and Collects Information Last Case of the Day? Adjustor Develops and Prints Estimates Adjustor Packages and Mails Claim File to Claim Handler Claim Handler Inputs Claim Info into System If Required, Claim Handler Calls Adjustor for More Info Claim Handler Issues Check and Closes Claim If Required, Adjustor Adds Follow-Up Request to Case Load Claim Handler Determines Recommended Settlement Amount and Authorizes Repair Adjustor Drives to Branch Office Claim Handler Evaluates Claim Claim Handler Evaluates Electronic Claim File • Adjustor receives cases & route plan • Adjustor inspects damage and collects information using electronic template • Adjustor develops estimates using estimating software and sends claim data to claims management system • Adjustor is dynamically routed to next case • If required, claim handler calls adjustor for more info • If required, adjustor adds follow-up request to case load • Claim handler determines recommended settlement amount & authorizes repair Adjustor Drives to Claim Site Claim Handler Issues Check and Closes Claim Insurance: Claims Management Process Flow Before Wireless Insurance: Claims Management Process Flow After Wireless • Adjustor Efficiency Increase: Adjustor has decreased drive time, increased case handling, and reducesd outsourced claims costs. Adjustor job satisfaction increased (less “windshield time”). • Claim Cycle Time Reduction: Reduced claim cycle time lowers call center costs caused with less policyholder’s calls to check claim status. • Loss Adjustment Expense Reduction: Automated wireless dispatching enables a carrier to reduce its dispatcher force. Automated claim submission reduces the number of administrative FTEs required to input data and fix errors. Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Dispatcher Pages Field Technician (FT) FT Manually Checks Parts Inventory, If Necessary, Calls Parts Depot Or Workgroup If Necessary, FT Meets Colleague or Visits Depot to Obtain Parts FT Determines Route and Drives to Customer Site FT Calls Dispatch For Additional Work Order Info FT Analyzes and Diagnoses Problem, FT Calls Dispatch if Uncertain About Service Contract Knows How to Fix it? FT Calls Technical Support FT Fixes Problem With or Without Following Standard Repair Procedures FT Completes Paperwork to Close Work Order FT Drives Home FT Returns to Parts Depot and Drops Off Work Order Paperwork Dispatch Calls FT to Check Status Last Work Order? FT Calls Dispatch; Dispatch Provides Work Order Details FT Schedules Appointment and Decides on Parts Required FT Calls Customer and Asks FAQs Employee Manually Keys Data Into System and Processes Paperwork FT May Meet Colleague or Visit Depot to Obtain Parts FT Fixes the Problem Industrial Products: High Tech Process Flow After Wireless Industrial Products: High Tech Process Flow Before Wireless • FT checks own workgroup and parts depot inventory for required parts • FT uses GPS mapping application on mobile device that provides least-cost route • FT reviews work order details • Message includes work order information • When possible, FT diagnoses the problem. Calls customer and troubleshoots • If he can’t solve the problem, FT schedules an appointment and enters the problem, which identifies required parts • If FT doesn’t know how to fix the problem, FT accesses equipment maintenance history and repair documentation • Workflow software guides FT to use standard repair procedures while making repair • FT closes work order, which wirelessly uploads to the firm’s back-end system and notifies Dispatch that FT is available Dispatching System Sends Message to FT FT Drives Home • Increase Field Technician Efficiency: Reduce the amount of time spent in the office and increase the number of customer visits per day. • Reduce Time to Repair: Provide faster response and increase SLA compliance. Increase frequency of first time fixes. • Increase Operational Efficiency: Improve parts inventory tracking and reduce inventory costs. Reduce FTE requirements for Dispatchers and administrative staff. Reduce call volume to Technical Support and Dispatch. Expedite billing cycle. Potential Benefits $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
Tracking Work Force Scheduling Dispatch Data Capture Alerting Response Mobile Inventory Manufacturing Field Service Healthcare Insurance High Tech Dispatcher Pages Field Technician (FT) FT Manually Checks Parts Inventory, If Necessary, Calls Parts Depot Or Workgroup If Necessary, FT Meets Colleague or Visits Depot to Obtain Parts FT Determines Route and Drives to Customer Site FT Calls Dispatch For Additional Work Order Info FT Analyzes and Diagnoses Problem, FT Calls Dispatch if Uncertain About Service Contract Knows How to Fix it? FT Calls Technical Support FT Fixes Problem With or Without Following Standard Repair Procedures FT Completes Paperwork to Close Work Order FT Drives Home FT Returns to Parts Depot and Drops Off Work Order Paperwork Dispatch Calls FT to Check Status Last Work Order? FT Calls Dispatch; Dispatch Provides Work Order Details FT Schedules Appointment and Decides on Parts Required FT Calls Customer and Asks FAQs Employee Manually Keys Data Into System and Processes Paperwork FT May Meet Colleague or Visit Depot to Obtain Parts FT Fixes the Problem Industrial Products: High Tech Process Flow After Wireless Industrial Products: High Tech Process Flow Before Wireless • FT checks own workgroup and parts depot inventory for required parts • FT uses GPS mapping application on mobile device that provides least-cost route • FT reviews work order details • Message includes work order information • When possible, FT diagnoses the problem. Calls customer and troubleshoots • If he can’t solve the problem, FT schedules an appointment and enters the problem, which identifies required parts • If FT doesn’t know how to fix the problem, FT accesses equipment maintenance history and repair documentation • Workflow software guides FT to use standard repair procedures while making repair • FT closes work order, which wirelessly uploads to the firm’s back-end system and notifies Dispatch that FT is available Dispatching System Sends Message to FT FT Drives Home Potential Benefits • Increase Field Technician Efficiency: Reduce the amount of time spent in the office and increase the number of customer visits per day. • Reduce Time to Repair: Provide faster response and increase SLA compliance. Increase frequency of first time fixes. • Increase Operational Efficiency: Improve parts inventory tracking and reduce inventory costs. Reduce FTE requirements for Dispatchers and administrative staff. Reduce call volume to Technical Support and Dispatch. Expedite billing cycle. $7 7,QWHOOHFWXDO3URSHUW\$OOULJKWVUHVHUYHG$7 7DQGWKH$7 7ORJRDUHWUDGHPDUNVRI$7 7,QWHOOHFWXDO3URSHUW\
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