FieldPower Case Studies

Industry: Communication Services

Company Description: Verizon offers voice, computer information and data communication services for business

customers

Challenges Vendors/Subcontractors performing fieldwork

were required to contact Verizon customers a second time to schedule appointments, often missing the customer and requiring additional calls for scheduling

Retyping all customer information from one system to another

Nationwide field service support to handle customer tickets

Solution Provided Verizon call centre agents and

managers with unprecedented functionality to manage field operations, and subcontractors reduce costs and significantly improve customer satisfaction

Enabled auto population of customer data from Verizon’s mainframes, saving 60-90 seconds per call and eliminating data typing errors.

Business Benefits Saved 60-90 seconds per call and eliminated data typing errors Second call backs by the field service provider were eliminated Effective communication between Technicians, Vendors and Subcontractors Reduced >5000 call backs per month by subcontractors 220% decrease in the number of dispatchers needed. Decreased missed appointments from 25% to less than 5%. Doubled MCI's collection rates on field service work Improved overall service quality and customer satisfaction

Case Study – Verizon Solutions

Integrated Systems Mass Market Billing (Main Frame) VRU Systems Resource Manager MCI Customer Database ZipCode Database Bell South

MLT Test(TAFI) MMB Interface

FieldPower

ISW NID ILEC

Scheduling/Appointment

UsersTrouble Ticket

Field Engineering Management Dispatch

MCI Customer

DatabaseReports

Resource

Management

Interface

VRU

Oracle

Resource Manager

Case Study – Verizon Solutions

Industry: Telecommunication Services

Company Description: Saudi Telecom Company (generally known as STC) is the leading national provider of

telecommunication services in the Kingdom of Saudi Arabia providing the highest standard of services (Fixed Lines, Mobile, Data, etc) to their customers.

Challenges STC Network Operations Department is responsible for

management of their field service operations. It supports the entire service Process from creating the tickets for fixing and reporting on the problem at STC sites

Currently these operations are tracked manually using some preliminary in-house systems (PMR web and MAMAS) for preventive maintenance

Track and Monitor Managed Service Providers operations to make sure they meet the SLAs.

Track the technicians to make sure they perform the Preventive Maintenance Routines.

Solution Create a Flexible, Configurable and Comprehensive

System of Work Force Management System to manage the work force of STC and the MSPs effectively. WFMS generates PMR work orders based on the defined ETL and provides the intelligent scheduling and dynamic dispatching based on the Technician’s Skills and Technology.

Real time technician tracking using GPS.

Integration with RTTS to effectively schedule and handle Trouble Tickets (CMR)

View by statistics of relative quantity, performance, and profit / valuation

Business Benefits One holistic solution to mange the end to end business process resulting in improved productivity Improved customer service and Improved manageability of network operations activity by STC and by all the MSPs Improved process efficiency by continuous review of the existing process Library of Industry experts dashboards based on data analysis and views based on accumulated knowledge Ability to provide Ad Hoc / On-Demand reports from user defined criteria, export to Excel, Word, PDF, and Print Improved manageability of network operations’ activities Convenient Technician tracking using GPS. ETL based PMR generation and automatic scheduling to technicians based on Skills and Technologies.

Case Study – STC

Integrated System NPTS RTTS (Remedy) MMS SharePoint Eagle Maps with Navteq Map Data

Case Study – STC

WFMS

NPTS

Approved

ETL

MSP1/

Vendor1

Prepare ETL

Register New

Site

Generate PMR

WO / Jobs

Mobile Users

SharePoint

Generate Monthly

PMR Certificate

(for MSPs)

MMS

Stock Allocation

Approved

PMR

PMR Status Update

Stock Required

Site / Nod / MSP

details

Handover Process

Supervisor

Approve

PMR

Certificate

PMR Flow

MSP2/

Vendor2

MSP.. n /

Vendor.. n

EMC

Site Implementation

NMC Control NMC Control

Create

TT

Close

TT

RTTSCreate Work Order

FP/WFMS

Completed Job

EAI

Create Job

MobileJob

Completion

Ticket cleared

CMR Flow

Live Technician

Tracking

Assign To Tech

Close Work Order

Mobile Users

NOC

Surveillance

NOC Dispatcher

Eagle Maps

Industry: Telecommunication Services

Company Description: Telecommunications Services of Trinidad and Tobago Limited (generally known as TSTT)

The company, which is jointly owned by the Government of Trinidad and Tobago and Cable & Wireless

Challenges The current system does not provide any

intelligent scheduling and dynamic dispatch for control and management of the work process

The current system does not have integrated control of internal resources, third party vendors, and sub-contractors

Dispatcher manually monitors the SLA and the job stages

Solution FSA provides an one integrated solution to

manage all the field technicians, contractors and the contractor technicians.

FSA provides ‘Dispatcher alert system’ to ensure SLA of each jobs and receives alert when the technician not accept or reject the scheduled job

FSA provides ‘Technician alert system’ to alert the technician when the job has been scheduled by the dispatcher

Business Benefits Elimination of second call backs due to misinformation or lack of field coordination and planning

Improved process efficiencies across the operation resulting in increased productivity and better response time using fewer resources resulting in significantly lower cost of service.

Case Study – TSTT

Integrated System Access Care Concept ware Vigilance (SIS) Metro E System

Case Study – TSTT

Industry: Telecommunications

Company Description: Radiance Communications Pte Ltd is a joint venture between Keppel T&T and Singapore

Telecom

Challenges One of the primary challenge was to establish

live connectivity between the Mobile application and the server.

Segregate departments (into three) and develop work flow

Bidirectional Integration with SAP

Solution Used the push methodology by leveraging the

Blackberry Enterprise Server feature

Achieved by customizing the application to hold different users in different departments with different user access levels

Integration with SAP was achieved for a two way communication

Business Benefits Met a wide range of customer needs in voice and data technologies

Visibility to rectify contract/warrantee expiry issues

Auto job scheduling that minimized the time taken to assign jobs

Tracking of SLAs to resolve issues as per the contract

Identification of recurring issues for fast solution and update to manufacturers

Established good customer relations by attending the faults/Job Requests even before follow up

Case Study – Radiance

Integrated Systems

SAP

Blackberry Enterprise Server (BES)

Case Study – Radiance

Create Service OrderAppointment

with Customer

Scheduling a job Complete Job

RFC

Web service

Master Data

moved to FP

Transaction SO Details

moved From FP To SAP

Customer reaches

HotlineCustomer

BES Server

Integration

Complete

Job Technician

Industry: Consumer Electronics

Company Description: Service, Installations, Sales and Stocking Distributor

Challenges Required a Flexible and Configurable System to

provide a fully managed product for Work force Management system combined with Inventory and integrate with home grown systems

Products : TV, Audio System, Car, Camera, Computer, Music, Video Games, Phone Appliances & Cell Phones

Multiple vendor, branches, Warehouse, Field Engineers, Inhouse Engineers, Dispatchers, Warehouse Managers and Sales & Service person

Solution Delivered FieldPower and Inventory system

with configurable layer integrated with Home Grown systems

Supports vendor, branches, costing based on jobs and products, Contract, Warranty with inventory Management

System Delivered and Fully Operational in Multiple branch with vendors

System Delivered with Sale Quote , Sales and Service modules integrated with Inventory

Business Benefits Delivering High Net Worth Products in the Fieldforce Management Market Ability and Flexibility to Enhance & Launch any High Net Worth Products to Market in Rapid Time, Now and into

the Future with low cost of entry! Delivered Process Efficiencies across clients Effective MIS Reports Improved Customer Service & Response Time with Fewer Resources

Case Study – Best Buy

Integrated System ePOS RATS CSPARC Web Store Bing Maps Blackberry BES QAS

Case Study – Best Buy

WFMS

Web / XML

Connect Pro

Remote Operators

Appointment

Booking

Scheduling

& Allocation

Forward

PlanningQuality

Control

Inventory

Management

Dispatch

Control

ReportingPayment

Capture

SMS/ Email

Notifications

Service Order

Management

Bing MapsEvent Handler (Legacy

Integration Middleware)Web Store ePOS

Inte

gra

tio

n

Se

rvic

es

User Authentication (AD/

LDAP)

User Identity

Management

System(RATS)

Cross Reference &

Foundation Data

(Central ACE)

Reporting

(ODS)TLUP

Transaction Processing

Hub (CSPARC)

Item & Location Master

(RMS)

BU

SIN

ES

S

SY

ST

EM

S

Store Associates

Call Centre

Agent / Experts

Users

BlackBerry BES

Web Access

QAS

Crew

Calendar

Dispatchers

Intelligent Route

Optimization

Security Services

Industry: Telecommunication Services

Company Description: Volt Telecommunications Group, Inc. is the premier telecommunications company for

the delivery of world-class engineering, construction, installation and maintenance solutions to customers.

Challenges Volt-Telecom needed a field service system that

would manage its workforce spread across the 50 states of the United States and also interface with multiple telecommunications companies.

Volt also had a unique requirement of having to invisibly share technicians among various workforces while maintaining accurate billing information

Solution Provides a comprehensive software solution

using an easy-to-use web-based interface to enable real-time scheduling, dispatching, and tracking of field service activity.

The system empowers CLECs and ILECs to manage Inside Wire (ISW) repair and maintenance more efficiently – and, in the process, significantly enhances revenues from local service sales through UNEP.

VRU module calls all customers to remind them of their appointments the day before each appointment

Business Benefits Broad set of features enabling management of all aspects of the field service process. Enables repair appointments to be scheduled at the time of the first call to the company’s customer service Invoice collection for all ISW related activities, and the use of handheld computers in the field.

Case Study – VOLT

Integrated System Billing System VRU Systems

Volt FieldPower

Trouble Ticket Technician ManagementTechnician Availability

Calendar

Rescheduling

Web Users

SchedulingOrder Cancelling

VRU

Shared TechnicianReports

Mobile Users

Billing Systems

Case Study – VOLT

Industry: Real Estate Owned

Company Description: Property Preservation , Management and Inspection Services

Challenges Integration with different type of home grown

systems

Vendor Assignments and Reassignments

Vendor Score Card

Dynamic Forms – Preservation and Inspection fulfillment forms

Multi Vendor Management

Solution Integration with REAL Resolution system was

achieved by using REST web service

Primary Vendor Automatic Assignments and Reassignments was done based on Bing Map and other assigning criteria

Calculation of Vendor Score Card based on Quality, Drive Time and Rejection Ratio

Creation of Dynamic Fulfillment Forms available for vendor fulfillment

Implementation of Multi Vendor Management process with lead registration

Business Benefits Vendor’s performances were identified and ranked based on criteria

Primary Vendors get assigned automatically during Property Boarding

Automatic Vendor Reassignments on Vendor’s Prevent Use or In-active

Dynamic Fulfillment Forms

A new invited Vendor can register into the application on their own

Case Study – Altisource

Integrated Systems REALResolution REALRemit REALTrans REALServicing Bing Maps

Case Study – Altisource