Building the Mobile Business Case

Building then Mobile Business Case Amit Mathuria, SAP Bill Moylan, Syclo

Organizations often face key challenges in their customer service value chains

Lack of Optimized Inventory

Demand variability results in volatile inventory patterns

Lack of optimized control “within the four walls” results in excessive inventory carrying costs

High Customer Expectations

Increasingly sophisticated customers expect higher levels of service

Increased market competition means customers have more switching options

Long Service Cycles

Lack of available inventory to mobile field force results in excessive trips to find “the right part at the right time”

Longer service cycles results in fewer revenue generating trips per day

Inefficient Asset Maintenance

Lack of real-time information on asset and work orders hinders ability to service assets effectively

Excessive “shutdown and turnaround” times that lead to revenue loss

What Does This Mean For Your Business?

• Top executive issues How do I better manage my operations to reduce

excessive inventory and maintenance costs?

How do I increase profitability while maintaining the highest quality of service delivery?

How do I enable an increasingly mobile workforce with the right tools to get the job done?

Leading organizations leverage best in class tools to enable substantial improvements across the enterprise

Days In Inventory (days)

17.4 best

“Best MTS performers have 88% lower days in inventory compared to lagging peers”

Annual Service and Maintenance Cost

(% of revenue)

“Best performers have 6- times lower annual service and maintenance cost”

Key Insights from SAP Performance Benchmarking

Enabling tools that link business processes and provide visibility into operational data are consistently cited as critical to attaining excellence

Enabling tools that link business processes and provide visibility into operational data are consistently cited as critical to attaining excellence

SAP’s recent acquisition of Syclo provides you with a suite of mobile applications that provide many benefits

SMART Work Manager SMART Work Manager SMART Inventory Manager SMART Inventory Manager SMART Service Manager SMART Service Manager

• Access to asset location, repair history, work order details, materials needed

• CATS - Time & Attendance

• Guided Workflow

• Capture all touches in SAP® ERP

Speed receipt and back-order reporting to-and-from shipping/receiving

Perform physical and cycle counts quickly

Check availability of materials while on-the-job

Accept & distribute incoming materials by PO

• Manage service orders and create confirmations

• View, look up, update and transmit

• Record status, materials, problems, actions, expenses, customer signatures and more

• View all relevant customer data

How Syclo Impacts the Service Value Chain

How Syclo Enables Improvements

App Business Process How Syclo Improves Business Process

Work Manager

Inspections • Allows worker to automate various types of field inspections such as Valve inspections, Corrosion Inspections, Tank Gauge inspections, Compressor inspections, etc.

• Improves regulatory compliance and employee safety (DOT, OSHA, SOX, FERC) and various State agencies, thereby reducing potential fines and liability.

Rounds/Readings • Allows worker to record Measurement Points in the field to improve predictive maintenance process and reduce unplanned downtime, which impacts production.

• Allows worker to create Notification in the field and send to SAP Workflow for approval to ensure defects are attended to promptly.

Contractor Management

• Allows Contractors to access solution to record their work in SAP which makes it easier for organizations to track and manage their contractors and reconcile billing.

Time Sheet • Allows worker to record time on a work order and non work time to automate the process of recording their timesheets. Data is sent to SAP CATS.

Parts Management • Allows worker to record use of Spare Parts and requisition Spare Parts, ensuring the worker has the right parts at the right time.

TECO Work Order • Allows Worker to automatically complete the work order in the field, recording parts used, damage codes, labor spent, etc. This allows them to reduce drive time and eliminate duplicate data entry.

How Syclo Enables Improvements


Inventory Manager

Physical Count • Allows storeroom worker to perform periodic cycle counts of Inventory

Parts Issue • Allows worker to issue parts to a work order, employee, GL code, etc.

Goods Receipt • Allows worker to receive PO’s into Inventory

Service Manager

Service Orders • Enables workers to manage service orders and create confirmations

• Improves access to information and ability to View, look up, update and transmit data

• Record status, materials, problems, actions, expenses, customer signatures and more to create a single platform of record

Customer Service • View all relevant customer data to be equipped with the right information when on service sites

• Equipment/Install Base listings

• Entitlements

• Contract/Service History

Inventory Management

• Vehicle Stock Management

• Transfer Inventory, Stock Transfer

• Order/Fetch/Receipts, External Stock Searc

Reduce Costs Reduce Costs

Optimize the Balance Sheet Optimize the

Balance Sheet

Value source

Increase Revenue Increase Revenue

Value of Syclo Apps

Value of Syclo Apps

Realized or expected improvement from Syclo Apps

Syclo Apps Drive Value in Multiple Areas

Eliminate Admin Time of Manual Paper Orders 90% - 100%

Increase Work Order Capacity 20% - 30%

Minimize Overtime Costs 40% – 60%

Reduce Inventory Carrying Costs 5% - 10%

Eliminate Manual Data Entry into CRM 90% - 100%

Accelerate Days Sales Outstanding

Reduce Spare Parts Inventory 10% - 15%

Reduce Pick Errors

Improve First-Time Fix Rates 15% - 20%

Reduce Unplanned Downtime 20% - 30%

Syclo App

• Service Manager • Work Manager

• Work Manager • Inventory Manager • Service Manager

• Service Manager • Inventory Manager

Benefit Range

Other Benefits from Syclo Apps

Gain efficiency in field service execution

Maximize field technician productivity by optimizing assignment

Equip field technicians with all the right information to complete work

Consistently achieve SLA

Mobile Sales for CRM Addresses Stakeholder Needs Why your key stakeholders should care

Finance Finance

Optimizes balance sheet

by decreasing DSO and

DII

Optimizes balance sheet

by decreasing DSO and

DII

Decreases asset maintenance costs

Increases equipment uptime

Decreases asset maintenance costs

Increases equipment uptime

Operations Operations

Provides greater level of service to customers with better success rates on first time fixes

Creates more revenue

generating opportunities

through increased trips

Provides greater level of service to customers with better success rates on first time fixes

Creates more revenue

generating opportunities

through increased trips

Customer Service Customer Service

© SAP 2008 /

Enterprise Asset Management

Mobile EAM

Successful EAM Operations . . .

Achieve long-term sustainable and profitable growth

• They do it by: Plan, produce, and deliver safe, high-quality products for

customers globally Consistently producing high-quality, regulatory-compliant

products at a lower cost Enabling superior customer service while minimizing downtime

– Result: ■ Grow revenue and profit globally

■ Avoid fines and penalties and reduce cost of compliance

■ Foster customer satisfaction and protect sales volume

Mobility for EAM Value proposition

Enable consumption of real-time relevant content anytime, anywhere, on any device Enable executives and business users to stay current and productive by

delivering relevant content from internal and external sources

Proactively detect, sense, and respond to manufacturing, service, and supply chain exceptions Improve order fulfillment and customer service through proactive

monitoring, alerts, and resolution on exceptions, for supply chain, manufacturing, and service personnel

Empower executives and managers with accurate, real-time actionable insights at the speed of business Enable rapid, right-time decision making and improve performance

through delivery of accurate, real-time, role-based analytics (key performance indicators) KPIs, and workflows to executives and line-of-business (LOB) managers

Bring all the data in your enterprise within the reach of decision makers in seconds

How mobility helps EAM Operations Opportunities for your business

Corporate Finance and Procurement

Empower executives and managers with accurate, real-time actionable insights at the speed of business ■ COOs can monitor, measure, analyze,

control, and improve KPIs across people, processes, and plants

■ Finance helps to increase responsiveness for

internal employee productivity • Procurement enables dynamic spend

analysis and savings opportunity identification through actionable insights delivered to procurement personnel

Sales, Marketing, and Service

Enable consumption of real-time relevant content anytime, anywhere, on any device ■ Sales helps to boost sales revenues through

various channels and improve market share ■ Field service helps to increase customer

satisfaction and field technician utilization ■ Field sales (SFA) helps to resolve customer

issues faster and provide competitive differentiation

■ Marketing and service personnel can consume critical market intelligence untethered to their desktops, for higher field service productivity

Supply Chain Operations

Proactively detect, sense, and respond to manufacturing, service, and supply chain exceptions

■ Inventory exception management helps to reduce inventory cost by proactively detecting and managing inventory exceptions before they become customer issues and turn challenges into opportunities ■ Warehouse automation helps reduce personnel cost and streamline warehouse operations to improve productivity ■ Product authentication helps identify and authenticate potential counterfeits (drugs and devices) before they are administered to patients



Balance Sheet

Value source


Value of Syclo Apps

Value of Syclo Apps







Eliminate Manual Data Entry into ERP/CRM 90% - 100%



Reduce Pick Errors



Syclo App




Benefit Range






Improve regulatory compliance (CFR 21 Part 11), employee safety, and manage risk

Why SAP SMART Mobility by Syclo?

Delivers ease of use which drives system adoption across Maintenance and Supply Chain

Will provide equivalent mobile device support as is currently in use at other sites.

No re-training on mobile solution, just train once. (If mobility is pushed to future costly phase re-training will be required)

Simple to use tab / list oriented color coded user interface

Leverage bar-coding vs. typing when possible

Deliver full benefits of SAP project

Reduce overhead and accelerate adoption – leverage SAP knowledge base / business processes / infrastructure

Accelerate time to value to maximize value of SAP investment

Reduce / Eliminate duplicate data entry on paper at a later time in SAP after work was performed

Improved data accuracy

Real-time look at personnel resources, finances, and inventory

Deliver full project business benefits including standard global business process enablement – in real-time

Reduce Non-Value Added Activities (Walk,

Data Entry)

Better Decision Making based on Accurate

Visibility

Improved User Adoption

½ Day Training for SAP Mobility by Syclo

Typical Improvement

Rapid Time to Value and Streamlined

Support

SAP Co-innovation agreement ensures Syclo Mobility Solutions are in full alignment with SAP Maintenance and Supply Chain with positive impact to Integration, Support, and Upgrades

First level of support by SAP

Out-of-the-box integration with SAP ERP

Operations

Real-Time

Project Risk

Training

Benefit Areas

Total Cost of Ownership

SAP/Syclo SMART Mobility Enablers

Why SAP SMART Mobility by Syclo?

Improved scheduling

Faster emergency response

Less time correcting errors

Timely reporting for process improvements

Mobile device agnostic - including peripheral support (GPS, Cameras, RFID)

Configurable application vs. custom solution requiring vendor maintenance assistance

SAP is single point of support “one throat to choke”

Exclusive certified integration to SAP investment

Enterprise Application for both Maintenance and Supply Chain Mobility

Existing Mobile Hardware can be used – while also supporting new advancements in hardware and operating systems

Eliminate non-value added activities (printing, walking, duplicate data entry on paper / system)

Improve first time fix rate

Significant increase to wrench time

Equipment history available at point of performance

Supports both off line and on line transactions

Co-Innovation provides lock step upgrade path

40 – 120 minutes per day

Ease of data entry at source reduces errors

30 – 50% over managing multiple

point/custom solutions

Typical Improvement

Optimize Change Management & Reduce

TCO

Investment Protection

Inventory Reduction

Data Entry Reduction

Inventory Carrying Cost Reduction

Benefit Areas

Project Risk Reduction

SAP/Syclo SMART Mobility Enablers

Deliver full benefits of SAP project

Reduce overhead and accelerate adoption – leverage SAP knowledge base / business processes / infrastructure

Accelerate time to value to maximize value of SAP investment

Mobility trend is increasingly delivering competitive advantage

Note 1: These improvement ranges are based on previous Syclo Work Manager and Inventory Manager implementations, as well as analyst benchmark studies and reports including Wireless LAN Alliance (WLANA), Gartner, and Forrester.

Why SMART SAP Mobility by Syclo for Maintenance?

Eliminate non-value added travel / walk time

Equipment history available at point of performance

Real-time notification creation

Improved first time fix rate

Faster maintenance response time

Improved preventative maintenance and job plans

Extend asset life and improved OEE

Reduced data entry errors

Reduce paper / printing

Business rule enforcement

Detailed labor accounting

Eliminate time spent printing, sorting, collating, and distributing paper work orders

Reduce changes to assignments, real time prioritization of assignments

Allows for craft sequencing

Increased supervisor communications

Confident Real-time decision making

Increased work orders tracking by 30 – 45%

40 min / technician / day

18 - 20 %

Typical Improvement

Accurate Data

Planner Efficiency

Maintenance Technician Efficiency

Asset Reliability

Benefit Areas SAP / Syclo SMART Mobility Enablers


Why SAP SMART Mobility by Syclo for Inventory?

Receive and record picks, counts and receipts instantaneously from the mobile unit

Eliminate non-value added travel / walk time

Eliminates the “double entry” (warehouse worker to data entry clerk) requirement as well as associated travel time.

Dramatically reduce total aggregate costs to maintain inventory (typically 25% of the value of inventory) through the reduction of inventory. Includes warehousing, taxes, property, insurance, obsolescence and labor.

Manage inventory turns more effectively. Issue materials quicker and accurately. Identify slow moving items.

Transaction validation via bar coding and data verification

Eliminate data entry errors and inability to read written information on paper printouts when data is entered

Empower Supply Chain staff to manage tasks more effectively through mobile interface assistance, less reliance on supervisory intervention.

Better faster accurate inventory decreases or eliminates reliance on “safety stock.”

Cycle count opportunity (remaining quantity) on every transaction

Storeroom visibility also reduces the number of duplicate inventory items.

15 – 30%

3.0 – 5.0%

45 - 55%

15% of Inventory Value

Typical Improvement

Pick Errors

Inventory Reduction

Data Entry / Travel Reduction

Inventory Carrying Cost Reduction

Benefit Areas SAP Mobility Enablers


© SAP 2008 /

Field Service

Mobile Field Service

Successful Field Service Operations . . .

Continuously grow their customer base and revenue through reliable and top-notch services

• They do it by . . .

Driving growth through timely market-relevant service offerings

Improving customer retention and up-selling

– Result:

Realize market opportunity and profitability targets

Increase customer satisfaction and revenue

Gain sustainable market share

Mobility for Field Service Value proposition

Business wherever, whenever Be the reference for mobility-enabled business

Provide anytime access to all the information your professionals need for more informed decisions

Offer new and exciting services to your customers

Convenience matters Manage mobile accounts on device

Consumer-style mobile access to business information – finally,

your users will love IT

Reduced complexity Reduce TCO through one unified mobility platform

Provide mobility as a service to your business customers

Less is more – consumer-style mobile applications with clear focus

on relevant information

How mobility helps Field Service Companies Opportunities for your business

Corporate Services

Give your professionals anytime access to all business-relevant information they need

Enable workflow approvals on the go

Enjoy new “desktop-to-go“ mobile access to relevant business transactions

Centrally manage, secure, and deploy mobile applications and devices

Sales Operations

• Give sales representatives anytime access to customer information

Manage your large consumer channel partners (for example, large electronic retailers) on device

Manage telecommunications-owned shops on device

Field Services

Give site technicians any time access to work orders and site inventory information

Give customer field service engineers any time access to service orders and customer-installed base information

Consumer Services

Enable mobile payment services via mobile devices

Enable consumer-managed mobile accounts on device

B2B and Cloud Services

Provide mobility as a service (MaaS) to enterprises that want to transform their business into a truly mobile business

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Balance Sheet

Value source


Value of Syclo Apps

Value of Syclo Apps










Reduce Pick Errors



Syclo App




Benefit Range






Improve regulatory compliance, employee safety, and manage risk

Key Trends Shaping the Utilities Industry

Political intervention & regulation

Enforcement of Market Liberalization

Funding of renewable energy

Promotion of Energy Efficiency

Demanding Customers

Customer Choice

Price sensitivity

Expectation of high service quality

Technical Innovation

Introduction of smart meter technology

Renewable energy

Increasing competition

Risk of loosing customers and revenue

New products and services

Successful utility companies . . .

Harness the investment of advanced meter and smart grid technology and the consequent growth in data

•They do it by:

■Managing energy efficiency and conservation

■Optimizing asset operations and efficiency

■Ensuring revenue assurance for cost-to-serve

–Result:

■Properly balance demand and supply

■Use assets better while lowering risk

■Reduce cost-to-serve, and improve cash flow and return on assets

Mobility for utilities Value proposition

Increase efficiency of order management

Minimize manual order handling for order processing

Enable a consistent database to help ensure proper workforce management

Access the level of detail and reliable information – as a giveaway from a mobile strategy

Optimize asset management processes

Increase overall asset effectiveness and reduce cost by delivering instant, paper-less asset information

Avoid errors through online access to real-time data

Increase growth with mobile sales

Increase growth through on-site acquisition of customers

React quickly and visible on changing market regulations

Reduce costs through on-site billing

Save back-office time and reduce mailing expenses

Optimize cash flow

Optimize smart meter rollout

Manage smart meter rollout in an integrated end-to-end process, from planning to execution

Have an overview of subcontrators and their service effort

Enable a fully integrated order management according to multiple rollout strategies

How mobility helps utilities – the utilities mobility hub Opportunities for your business

Meter Operation

Manage smart meter rollout in an integrated end-to-end process, from planning to execution

Manage and control meter reading resources and subcontrators

Help ensure data quality through online and offline order confirmation process

Sales and Marketing

Execute local sales campaignes and increase growth through on-site acquisition of customers

Customer Service

Manage orders for recurring and one-time services up to 100% paperless

Improve cash flow through on-site billing

Save mailing costs and reduce back-office workload through on-site billing

Combine meter read and invoicing processes by calculating and printing invoices on-site

Plant and Grid Operation

Enable flexible workforce management based on smart centralized dispatching

Reduce operational costs by avoiding paperwork and unneccessary travel

Eliminate slow and error-prone paper-based processes with asst or spare part information available at point at work

Enable data access and date entry anywhere, avoiding errors and speeding up processes

Syclo Enables Improvements for Utilities


Work Manager for Energy Delivery

Order Dispatch • Improves worker efficiency by providing real-time Access to asset location, repair history, work order details, materials needed

• Improves productivity by routing workers with guided workflow • Prompt TECO (close) and Data Completion • Short cycle and long cycle work

Approvals Simplifies approvals and sign-offs. Delivers tasks and requests right to the user’s mobile device (Smart Phone) or Inbox to take immediate action.

Observations and Inspections

• Observation and Inspection in transmission and distribution - criteria by employee and asset can be downloaded and results captured for better cause and damage reporting with integration into CATS for Time & Attendance

• Measurement Documents

• Guided Workflow

Rounds Enables field staff in power generation to capture equipment readings and create notifications on the spot

Inventory Manager

Improved Inventory Customers can speed up cycle counts, pick tools and parts and can issue, transfer and return parts with no paperwork.

Service Manager Dispatch and Manage Service Requests

Capture and access real-time data like equipment lists, warranties, entitlements, service histories and inventory levels at the customers location.



Balance Sheet

Value source


Value of Syclo Apps

Value of Syclo Apps










Reduce Pick Errors



Syclo App




Benefit Range






Improve regulatory compliance, employee safety, and manage risk

Presented by:

visit www.syclo.com for more information

QUESTIONS & DISCUSSION Questions & More Info – Visit us online at www.syclo.com

Building the Mobile Business Case Amit Mathuria, SAP Bill Moylan, Syclo

Building the Mobile Business Case

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