ePocket handyman

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ePocket Solutions Handyman – the mobile standard-solution for work-order management www.epock etso lutions.com

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Transcript of ePocket handyman

Page 1: ePocket handyman

ePocket Solutions

Handyman – the mobile standard-solution for work-order management

www.epocketsolutions.com

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ePocket Solutions AS Founded in 1985, owner-led

Headquarter in Oslo, subsidiaries in Sweden and Germany

Continuous, strong growth:

Listed in TOP 50 Deloitte & Touche fastest growing companies

Capital – Listed in Top 100 largest software companies in Norway

Fully dedicated to standard mobile service applications: Quick. Smart. Easy

Handyman embraces experience of over 15.000 users and 10 years of product development

Handyman is used by customers with up to 10.000 service technicians

02468

10152025

96/9797/9898/99 99/0000/0101/02 02/0303/0405/06025014002000400045005000600065007000

Turn over in 2006: ca. 23 Mio NOK (3 Mio. Euro)Lisences sold: ca. 8.200

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Handyman – the innovative out-of-the-box solution for mobile service

View information on pending work-orders

Register parts and time consumed Customized checklists Capture signatures for approval Synchronize information with back-

office

Key functionality of mobile Client

Embracing best practices from more than 10.000 mobile users gained in 10 years

Many Handyman-customers tried unsuccessfully alternative solutions like

Custom-built solution ERP mobilization software Complex scheduling optimization

Proven Standard Solution

No more paperwork Faster and accurate billing Improved service quality Higher technician productivity Fast, low-risk implementation

Benefits

Installation Repair Inspection Maintenance

Covering all field service scenarios Telecommunication/IT Service providers Facility Management Utilities Electricians Manufacturing

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Handyman mobile work-order management solution

HandymanAdministrator

System Administration

Synchronization Server

Existing ERP/CRM system

Order-Management

Send order data to Handyman

Receive updated order data from Handyman

HandymanPDA

View information on pending work-orders

Register parts and time consumed

Customized checklists Capture signatures for

approval Synchronize

information with back-office

Mobile InternetWLAN, UMTS,

GPRS

XML

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Dorma – increases service quality with Handyman

World leading door system manufacturer Control of service force with Handyman Stock import from SAP R3 “Out-of-the-box” system

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Sønnico – 6.8 Mio. EUR more revenue through Handyman

Leading Telecom & Electro service installation company in Scandinavia

Leading supplier of telecom installations services to Telenor and TeliaSonera

1.000 service technicians using Handyman. Results of Handyman-implementation

Service technician invoices 4 hours more per week - 6.8 Mio. € additional revenue

Lower cost for service technician coordination

Reduced costs for inventory management

Detailed customer video available on YouTube:http://www.youtube.com/watch?v=3N1-9ARx32Y

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Countable results for Sønnico

> All information about the service object is collected at its own ”button” at the order. Unless the order is connected to the service object the button will not become visible.

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Hafslund – increases quality with Handyman

Norway's leading utility company for electricity and heat

Over 300 field technicians use Handyman for electrical installations and maintenance

Use Handyman service module to manage installed base

Use of Handyman improved quality of documentation and compliance with security instructions

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ASSA ABLOY – increases response time to their customers with Handyman

One of the leading lock system service companies in the world.

Developed their own system earlier 30 Minutes response time SLA with

Handyman achieved

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No need to drive in the office to pick-up printed work-orders

No need to call the technician for new orders

Improved reaction time and SLA compliance

All orders available on the mobile device

Updated with synchronization

Receive orders right on the mobile device

Functionality

>Benefit

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Integrated Mapping and routing

Save time for searching unknown addresses

Increase timeliness of technicians Guide the technician the optimal

route Integrated and tested solution

Static Map of the workplace is attached to the order

New maps can be received online Optional: Integration of tomtom

navigation for GPS-based routing

Benefit

Functionality

>Benefit

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Detailed order information available

Even for new orders all information required to do the job is available

User interface tuned for optimal usability in the field

Easy and convenient to call customers and to keep them informed

Key information on the order is easily accessible on the mobile device

Diary detailing work to be done Attachments for further information Call customers right from the menu

Benefit

Functionality

>Benefit

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Efficient recording of time and expenses

More accurate information as data is captured without delay right on-site

Eased billing as no time-consuming manual re-work of paper-based documentation in the office

See time estimates made in the office Record actual time used Categorize time and expenses Add descriptions Dictionaries with frequently used

words make text-input easy View summary of time recorded in the

past

Benefit

Functionality

>Benefit

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Record material used an manage inventory

Eased billing as all materials used are recorded on-site

More accurate information as data is captured without delay right on-site

Accurate stock-handling reduces inventory costs and out-of-stock

Record material used Manage inventory of own stock in

service-vehicle Order parts from other stores

Benefit

Functionality

>Benefit

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Customised checklists

Ensures best practices are followed in the field

Increased productivity of technicians Reduced workload in back-office for

processing data from the field Ensures consistently high service quality Reduced billing disputes as work

performed is clearly defined ad approved

Guide technicians step-by-step through the process

Document quality checks Capture data in the field Add instructions how to perform the

required work Capture signature of technician and/or

customer

Benefit>Benefit

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Handyman Administrator can also be used as order management system

Functionality

Easy to use order management system

Embraces all functions available on the mobile device and some office-specific functions

Create checklists and dictionaries

User-Management

System administration

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Checklists can be created easily by the customer

Functionality

Easy to use checklist editor

Various field types available

Broad set of rules available to design data-driven workflow

New checklists sent to mobile devices via synchronisation

Back-office systems can generate checklists and read checklist data

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Scheduler – Scheduling Board and Calendar views

Functionality

1. Show orders and resources in a time-table

2. Colour-coding for quick reference

3. Drag-and drop scheduling

4. Chose among various calendar and timeline views

5. Adjust view with filters / zoom

6. Grouping of orders in tabs

7. Include personal appointments

8. Change order dates

1

2

7

4 56

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Scheduler - Maps

Functionality

Display work-orders or technician locations on the map

Identify work orders geographically close to the current job of the technician

Filter orders and technicians shown

Zoom in and out

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Sending messages to technicians

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Handyman can easily be integrated with 3rd party ERP-systems

Existing back-end system

Export and import of data

Transform ERP data in Handyman XML-standard and vice versa

XMLInterface

COM or file-based interface

Standard Microsoft Biz-Talk Interface

HandymanPDA-Client

Synchronization used for Order data and

attachments Initial Installation of the

application Updates of the

application, checklists or dictionaries

HandymanAdministrator

Synchronization Server

Service Management functions

System Administration

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For many back-end systems standard Handyman integrations are available

Standard Handyman integrations available forMicrosoft Biz-TalkMicrosoft NavisionMicrosoft AxaptaVisma BusinessVisma ContractingCordelUni ØkonomiMamutSoftOneEntréNexStepScenario ProfessionalZirius… further integrations on the roadmap

Custom Integrations available forSAPBMC Remedy

Other systems can be integrated easily using the XML-interface

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Custom-specific configurations can be done on five levels

Basic dataUsers, service organisations, company detailsCustomer dataCategories for orders, customers, checklists,...Salary codesStoresDictionaries

Create individual checklistsSuitable for structured capturing of any data in the fieldCan be created within minutes without programming skills

Customer specific terminologyRe-labling of selected fieldsAdapt terminology for terms like “technician” and “department”

File attachmentsTo be used for reading any information exceeding available fieldsMakes even detailed information available on the mobile deviceEasiest way of integration with a back-end system

ERP-integrationMay be used to control the service-workflow

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Handyman comes with a full set of pre-built security features

Handyman Server

PDA Data Communication

Proprietary authentication algorithm

Strong encryption (128 bit)

Virtual private network (VPN)*

Backup of PDA Data via synchronisation

DMZ

3rd party mobile device management

remote device reset

Firewall

Signatures stored

encrypted in the

database

Password protection*

* Security feature provided by Microsoft Windows Mobile

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Handyman Benefits

Increased Service Revenue

Improved Field Service Efficiency

Better Service Quality

More billable jobs completed per technician per day Correct invoices including extra-work on-site Reduction of days sales outstanding

Technician guided by structured workflow and checklists

Reduction of faults in execution and documentation Increased attention on key quality issues

Technician has all relevant information at hand to complete the job

Reduction of follow-up visits

Improved Back-Office Efficiency

Less re-work as the technicians documentation of jobs is correct and complete

Less billing disputes as customers approve work on-site

Fast and smooth implementation

Standardization and proven implementation methodology enables rapid deployment

Best-practice approach ensures user acceptance

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Deployment on the PDA can be done in four different ways

Windows Mobile Device Center / ActiveSyncStandard procedure to install applications on a windows mobile deviceNot suitable for deployment of many devices, OK for test installations

Download of Handyman standard application on the PDAePocket offers a website where the latest version can be dowloadedPDA user installs the dowloaded applicationPDA user needs to enter the IP-address of the synchronization server

Download of a pre-configured version of the Handyman PDA application

Same as above but IP address is already configured and installation file must be put on the webserver of the customer

Use of a 3rd party mobile device management systemHandyman can be deployed and managed in a highly professional way on a large fleet of PDAs

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Manage Technicians in the field

Scheduling and dispatching Deliver new PCs

and instruct usersCheck and Pick-up old hardware

Solve tickets on-site

Service-TechnicianService-Centre

Why a mobile solution for Field Service Technicians?

Cumbersome, inefficient scheduling

and dispatching of technicians

No reliable KPIs to evaluate field

service performance

Best practices

are

not applied by all

technicians

Creating and sending job-end report is error-

prone and time-

consuming

Missing information on the

customer, the incident or the

assets

High effort to

manually

process

information sent

back by the

technician

Frequent rupture of SLAs as field

technicians cannot be directed in real-

time Failure to close job with first visit

Fast, seamless processes Real-time data exchange with field service Extend ERP-powered processes to field service

Typical challenges in Field Service Organisations

Lost revenue due to poor utilisation of technicians and long unproductive times

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Without mobile solution field service processes are slow and cumbersome

> Technicia

n drive

s intohead office to

pick-up

order-list for the day

> Technicia

n print

s Orde

r Detai

ls, Asse

t Detai

ls, Driving

Instructio

ns

Case Analysis

Call-back to

the back-office

for clarificat

ion and

additional

information

Perform work

on-site

Customer

signs printed order form

as the proof

of accepta

nce

Technician

notes or

keeps in

memory

order closure informa

tionTechnici

an calls back-office

to close the

order

> Back-

office

calls technicia

n for rescheduling jobs to

take care of an urgent

new orde

rTechnicia

n note

s orde

r detai

ls

> Scanning and/or

filing of

the acceptance

form signed by the customer

> Technicia

n drive

s back into head

-office to complete the

order closu

re information and log

time and

material

consume

d

Example for a typical Field Service Process without Handyman

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Supported by Handyman processes run faster and more efficiently Example for a typical Field Service Process improved by Handyman

Technician receives all order information right on his handheld and

drives directly from his home to the first job

Checklists and

instructions enable

technician to close most

cases without

telephone support

Customer makes

„high-tech“ service

experience

Tickets are closed right when the job is done – no

need to drive to the head-office.

Better data quality as no time-lag between work

execution and documentation

Technicians can focus on their job instead of doing

paperwork

No calls to the back-

office required to

close orders

Back-office can focus on order

processing instead of

calling technicians

> Technicia

n drive

s intohead office to

pick-up

order-list for the day

> Technicia

n print

s Orde

r Detai

ls, Asse

t Detai

ls, Driving

Instructio

ns

Case Analysis

Call-back to

the back-office

for clarificat

ion and

additional

information

Perform work

on-site

Customer

signs printed order form

as the proof

of accepta

nce

Technician

notes or

keeps in

memory

order closure informa

tionTechnici

an calls back-office

to close the

order

> Back-

office

calls technicia

n for rescheduling jobs to

take care of an urgent

new orde

rTechnicia

n note

s orde

r detai

ls

> Scanning and/or

filing of

the acceptance

form signed by the customer

> Technicia

n drive

s back into head

-office to complete the

order closu

re information and log

time and

material

consume

d

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Four factors have caused failure of many mobile service pojects

Mobilisation of applications instead of processes

Disregard of the needs of mobile users

Insufficient experience

with mobility

Selected solution cannot

grow with changed

requirements

Reasons for failure of mobile service projects

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Value Drivers - Summary

Value Drivers

Cost of Service

Field Technicians Efficiency

Coordinators / Administrators Efficiency

Improved Inventory and Spare Parts Mgt

Quality of Service

Service Level Agreements

Customer Experience

Web Self Service

Agility of Service

Preventive Maintenance

Up- and Cross Selling

Speed and quality of billing

• Usually high ROI for Mobile Service Solution

• Significant service quality improvements

• Out-of-the-box solution secures fast time to market and short payback period

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Mobile Service Value Drivers - Cost of Service

Value Drivers ePocket Process Impact Measurable KPIs

Field Technicians Efficiency

No more paper work Reduced administration work Less travel time Pick-up work orders proactively Use checklists and templates for

descriptions

Amount of fulfilled orders / field technician / time

Revenue / field technician Cost for training

Coordinators / Order Administrators Efficiency

Simplified dispatching process Match skill level to work order Better workload balance

Field technician / coordinator Billed utilization Overtime payment

Improved Inventory and Spare Parts Management

Track assets and locations Access to real time inventory

data Ability to order parts in the field

Cost of inventory Inventory turnover ratio

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Mobile Service Value Drivers - Quality of Service

Value Drivers ePocket Process Impact Measurable KPIs

Service Level Agreements

No under- or over fulfilment of SLAs

Prioritization of work orders according to SLAs

Time to repair

Rate of fulfilled SLAs Amount of penalty payments First time fix-rate

Customer Experience Better planning ensures accuracy (keeping promises to customers)

High quality work order documentation

Streamlined and standardized processes ensure work order quality

Number of appointments on time

Shorter service windows Satisfaction score of internal

and external customers Number of incidents

Web Self Service One view of work orders for

customers, field technicians, coordinators, order administrators

Number of calls Cost of order taking

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Mobile Service Value Drivers - Agility of Service

Value Drivers ePocket Process Impact Measurable KPIsPreventive Maintenance

Minimize need for customer calls Schedule regular maintenance

tasks Access to asset data

Number of incidents Satisfaction score of internal

and external customers

Up- and Cross Selling Field technician can take and fulfill new orders on-site

Business flexibility

Revenue / field technician

Speed and quality of billing

Automated process streamlines back office work

Detailed, rich documentation reduces questions and complaints

Days to bill Incidents / 100 orders

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Handyman Add-In for integration of Microsoft Dynamics NAV

Microsoft Dynamics NAV

Handyman standard interface for import and export of

Settings Basic data Work-order data Purchase-order data

HandymanHandyman Add-In

Standard MS Dynamics NAV System can be integrated out-of-the-box

Customized systems can be integrated easily as all Handyman related information is made available via the Add-In

XMLfiles

Add-in translates full functionality of Handyman interface into NAV technology

Add-in provides required fields, tables, forms, codeunits, XML Ports and settings

Add-in integrates Handyman-related data into NAV process flows

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Fully integrated into NAV GUI

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File-based interface reflects full import/export functionality of Handyman standard interfaceCustomer can define easily the depth of the integration

Selection of the objects to be imported/exported (e.g. Customers and work-orders)Within an object selection of elements to be exported (e.g. Individual customer)

Integration settings easy to configure

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Handyman – MS Dynamics NAV – Add-inImport und Export von Daten

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Suitable for standard and customized systems

Customized NAV Systems

Integration be performed by the customer’s NAV Partner with support from ePocket

ePocket provides documentation and source-code of the Add-In

Add-In provides translation of the Handyman standard interface into NAV tables and fields.

For orders and purchase orders new intermediate tables are created to ease import and export

For customized NAV System it is sufficient to map/replicate these tables and fields with customized NAV tables and fields

Standard NAV Systems

Integration is performed in two easy steps:

Installation of the Add-In Configuration of import and

export settings Both can be performed easily by

the customer’s NAV administrator and ePocket

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Typical workflow for work-orders

1. Order is created in MS Dynamics NAV2. Order is exported to Handyman, provided the order matches

criteria defined for Handyman-Export (e.g. export orders for a certain set of customers only)

3. Handyman Sync server receives the order4. If no technician was assigned in MS Dynamics NAV, the Handyman

Resource Planner can be used for drag-and-drop scheduling5. With the next synchronization technician receives order on this PDA6. Technician completes the order on the PDA and starts the

synchronization7. Changed orders are imported into MS Dynamics NAV with time,

material, expenses and descriptions registered in Handyman.8. User in MS Dynamics NAV can accept or reject changes made by

Handyman9. Billing can start immediately as all billing-relevant information is

available

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Technical Details

TechnologyRequires Navision 4.0 or higher

Supports recent version MS Dynamics NAV 5.0 SP1NAV 2009 will be supportedSupports Basic and Advanced versionFor integrating older versions of Navision part of the Add-In can be re-used

Handyman Multi-Client supported for multi-tenant systemsAdd-in fully compliant with Microsoft Add-In conceptMicrosoft certification plannedJointly developed by a MS Dynamics NAV specialist and ePocket

ImplementationProperty rights and full documentation owned by ePocketePocket supports MS Dymanic NAV partners in installing and configuring the Add-InNo additional NAV licenses required

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Standard Integration of Handyman with RemedyOriginal Remedy

Application

Used for service management as usual

Create triggers to replicate data of required fields into shadow form

New Remedy Form

Contains all values to be read or written by Handyman

Simplifies integration and minimizes impact on original Remedy application

HandymanClient

Remedy data available on the handheld

Use of proven Handyman user interface

XMLInterface

HandymanAdministrator

Synchronization Server

System Administration

Service Management functions not used as this is performed within Remedy

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System overviewExisting back-end

systemXML

Inter-face

Synchronization Server and Database

Handyman Administrator

PDA Client

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Typical system architecture with VPN and ERP-integration

HM Synchronisation Server for PDAs

HM PDA Clients

Mobile Internet

FirewallFirewall

HM Database

Server

HM Administrators

• HM Synchronisation Server for ERP

• HM Control Center

ERP System

DMZVPN

TunnelsPort-to-port communication via TCP-IP (compressed),

optionally encrypted

Alternatively XML-files, COM, SOAP, Web-Services

Handyman componentsOther components

Legend

TCP-IP

TCP-IP

TCP-IP

Terminal-Server

(optional)

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Handyman PDA applicationPlatform: Windows Mobile Professional

Windows Mobile 2003, 5 and 6User interface optimized for easy operation(the 10 second rule)Special support for barcode scanningOnline functionality (always connected with SyncServer)

TCP/IP – Communication: Internet based standardsSynchronisation and automatic software distributionClient for web services: WEB Service, FTP, HTTP to wholesalers and backoffice systemsMap services:WEB Service + TomTom integration

Thin clientLocal storage of data, usable anywhereAutomatic backup to memory cardThe future is ”thinner”: UMTS/GPRS/SMS with direct updates if user is online

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Handyman Administrator

Well arranged picture of data relationship between backoffice system and clients

Thin client Administration of users,

licences, rights and various settings

Order handling Invocing Reports

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Handyman Control Center

Dedicate application for system administration

License Management User Management Database Management Administer the

Synchronisation Server

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Microsoft SQL Server 2005/2000Express/MSDE or full versionAdministrative tool

We have implemented an administrative tool for small businesses so that it is possible to shedule acups, move database, monitor traffic and run queries for support tasks.For lager enterprises the standard management tools will be used.Utlizing SQLDMO as interface to Server.

IndexingID columns (automatic numbering)Referential integrityIndexes optimized for queries.

TriggersControl of default values, timestamps, synchronisation logic

SQL QueriesStored Procedures/Functions/ViewsOptimizing of centralization: 99% of all queries is stored as stored procedures.

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Handyman Synchronization Server Handles all data transfer between Handyman

Administrator, PDA and ERP-system Can be initiated via time intervals, event

notifications or UDP packages via TCP/IP Modules

PDA sync:Controls Synchronization between the Handyman PDA-clients and the database

Data importIimports data from the ERP-systems

Data exportExports data to the backoffice systems

Map serviceUpdates new orders with map information

Print servicePrints out order details and invoices based on finished orders from the PDA

Email serviceEmails printable documents to customers / contacts

Realtime synchronization interface via COM, SOAP, Web-Services

Scalable architecture to support thousands of PDAs: Running multiple synchronisation servers in parallel Distributing the different modules on different machines

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Synchronisation Server PDA-ClientSyncServer

(Service or EXE)

Manager / Listener

List ofconnections

TilkoblingTilkoblingConnection

SQL Server

Handyman Administrator

ClientSync(COM)

Remote API(COM)

TCP Klient(COM)

Separate thread for each connection

• Handyman sync rules

• Automatic software distribution

• Standard sync rules

• Logging of events

• API WinCE – Database• API WinCE – File system• API WinCE –

System/Registry• Buffring of Windows Mobile

database for optimalized communication

Transport layer• Errorhandling• Send/receive packets Data layer• Packet

splitting/merging• Compress/Decompress• Encrypt/Decrypt• Errorhandling

Synchronisation Server PDA-Client

Sync UI (EXE)

CommandParser

TCP Client(DLL)

Options User interface

Generic commands Handyman commands

Transport layer• Errorhandling• Send/receive packets• Compress/Decompress• Encrypt/Decrypt

EDB / CEDB Native

database

Handyman applications * Order entry * Inventory * Work hours * Options

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Synchronisation Server ERP-system

SyncServer (Service or EXE)

Manager/Listener

SQL Server

Handyman Administrator

Backoffice Sync(COM)

Export * Get changes * Create XML * Log events * Start import in ERP system

Import * Parse XML * Update database * Log events

File based XML COM-interface Web Services / SOAP-interface

ERP-System

ehmSBSS.exe (File based XML)Or

COM-interfaceOr

SOAP-interface Or

Web-Services

Activated when events in ERP systemrequires data import or export.

Start import/export

Synchronisation Server

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Technology.Net

Many existing modules and all new modules is made using .Net technology.At the moment .Net framework 2.0 is usedOn the PDA, Compact Framework is required. This is already installed in ROM on any Windows Mobile PDA.

COM componentsBetter application structure, reusability and provides a standard interface for 3rd party application vendors. Examples: Backoffice synchronisation, database interface, client synchronisation, database upgrading and patching.

MultithreadingMultithreading is used to handle concurrent client synchronisation

Compression/ EncryptionData packets sent to and from the clients are compressed, and can also be encrypted if required(GZIP / RC4 Microsoft Standard Class)

TCP/IP communicationAll communication between applications and clients are TCP/IP based

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ToolsProgramming lanuages

Visual Studio 2005/2008VB .Net

PC-Client, Invoice module, Database administration, AdministratorC++

All software on PDA, COM components, SyncServerVisual Basic 6.0

Administrator, COM componentsT-SQLXML/XSLT/SOAP (Backoffice synchronisation and integrations)

Other toolsMicrosoft TeamSystem (Development process+ all source code is maintained in TeamSystem)ERWin (Data modelling)InstallShield 2008 (All software distribution/deployment)CrystalReports report engine (beeing phased out…)

DatabaseMicrosoft SQL Server 2005 / 2000Native Windows Mobile database (EDB / CEDB)

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Use Handyman in a complex multi-tenant environment: company and role-based data access rights

One PDA can have access to data from more than one ERP System

One Database can host data for more than one service organization

Handyman Administrator of the mother company can generate checklists and other configurations that shall be used in the daughter companies Handyman installations

Handyman MultiClient - Multi-Tenant Solution