Handyman Presentation

ePocket Solutions

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

www.epocketsolutions.com

http://www.epocketsolutions.com/



© epocket Solutions / 12.04.2023 / 2

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

0

2

4

6

8

10

15

20

25

96/9797/9898/99 99/0000/0101/02 02/0303/0405/060250

140020004000

450050006000

65007000

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

Lisences sold: ca. 8.200


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


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


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


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

Detailed customer video available on YouTube:





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.


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


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


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

FunctionalityFunctionality

> Benefit > Benefit


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


> Benefit > Benefit


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


> Benefit > Benefit


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


> Benefit > Benefit


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


> Benefit > Benefit


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 > Benefit


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


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


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 5

6


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


Sending messages to technicians


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



Service Management functions



For many back-end systems standard Handyman integrations are available

Standard Handyman integrations available forMicrosoft Biz-Talk

Microsoft Navision

Microsoft Axapta

Visma Business

Visma Contracting

Cordel

Uni Økonomi

Mamut

SoftOne

Entré

NexStep

Scenario Professional

Zirius

… further integrations on the roadmap

Custom Integrations available forSAP

BMC Remedy

Other systems can be integrated easily using the XML-interface


Custom-specific configurations can be done on five levels

Basic dataUsers, service organisations, company details

Customer data

Categories for orders, customers, checklists,...

Salary codes

Stores

Dictionaries

Create individual checklistsSuitable for structured capturing of any data in the field

Can be created within minutes without programming skills

Customer specific terminologyRe-labling of selected fields

Adapt terminology for terms like “technician” and “department”

File attachmentsTo be used for reading any information exceeding available fields

Makes even detailed information available on the mobile device

Easiest way of integration with a back-end system

ERP-integrationMay be used to control the service-workflow


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


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


Deployment on the PDA can be done in four different ways

Windows Mobile Device Center / ActiveSyncStandard procedure to install applications on a windows mobile device

Not 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 dowloaded

PDA user installs the dowloaded application

PDA 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


Manage Technicians in the field

Scheduling and dispatching Deliver new PCs

and instruct users

Check 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-

timeFailure to close job

with first visit

Fast, seamless processes

Real-time data exchange with field service

Extend ERP-powered processes to field service

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


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


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

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

Checklists and

instructions enable

technician to close most

cases without

telephone support

Customer makes

„high-tech“ service

experience

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

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

No calls to the back-

office required to

close orders

Back-office can focus on order

processing instead of

calling technicians

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


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


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


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


Mobile Service Value Drivers - Quality of Service


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


Mobile Service Value Drivers - Agility of Service


Preventive 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


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


Fully integrated into NAV GUI


File-based interface reflects full import/export functionality of Handyman standard interface

Customer 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


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


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


Typical workflow for work-orders

1. Order is created in MS Dynamics NAV

2. 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 order

4. If no technician was assigned in MS Dynamics NAV, the Handyman Resource Planner can be used for drag-and-drop scheduling

5. With the next synchronization technician receives order on this PDA

6. Technician completes the order on the PDA and starts the synchronization

7. 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 Handyman

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


Technical Details

TechnologyRequires Navision 4.0 or higher

Supports recent version MS Dynamics NAV 5.0 SP1

NAV 2009 will be supported

Supports Basic and Advanced version

For integrating older versions of Navision part of the Add-In can be re-used

Handyman Multi-Client supported for multi-tenant systems

Add-in fully compliant with Microsoft Add-In concept

Microsoft certification planned

Jointly developed by a MS Dynamics NAV specialist and ePocket

ImplementationProperty rights and full documentation owned by ePocket

ePocket supports MS Dymanic NAV partners in installing and configuring the Add-In

No additional NAV licenses required


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




Service Management functions not used as this is performed within Remedy


System overviewExisting back-end

systemXML

Inter-face

Synchronization Server and Database

Handyman Administrator

PDA Client


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

Tunnels

Port-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)

http://erp.menos3.net/wp-content/uploads/2008/10/database-icon.jpg

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Handyman PDA application

Platform: Windows Mobile ProfessionalWindows 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


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


Handyman Control Center

Dedicate application for system administration

License Management User Management Database Management Administer the

Synchronisation Server


Microsoft SQL Server 2005/2000

Express/MSDE or full version

Administrative 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.

Indexing

ID columns (automatic numbering)

Referential integrity

Indexes optimized for queries.

Triggers

Control of default values, timestamps, synchronisation logic

SQL Queries

Stored Procedures/Functions/Views

Optimizing of centralization: 99% of all queries is stored as stored procedures.


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


Synchronisation Server PDA-Client

SyncServer (Service or EXE)

Manager / Listener

List of

connections

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)

Command

Parser

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


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-interface

Or

SOAP-interface

Or

Web-Services

Activated when events in ERP system

requires data import or export.

Start

import/export

Synchronisation Server


Technology

.Net

Many existing modules and all new modules is made using .Net technology.

At the moment .Net framework 2.0 is used

On the PDA, Compact Framework is required. This is already installed in ROM on any Windows Mobile PDA.

COM components

Better application structure, reusability and provides a standard interface for 3rd party application vendors.

Examples: Backoffice synchronisation, database interface, client synchronisation, database upgrading and patching.

Multithreading

Multithreading is used to handle concurrent client synchronisation

Compression/ Encryption

Data packets sent to and from the clients are compressed, and can also be encrypted if required

(GZIP / RC4 Microsoft Standard Class)

TCP/IP communication

All communication between applications and clients are TCP/IP based


Tools

Programming lanuagesVisual Studio 2005/2008

VB .Net PC-Client, Invoice module, Database administration, Administrator

C++All software on PDA, COM components, SyncServer

Visual Basic 6.0 Administrator, COM components

T-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)


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

Handyman Presentation

Technology

Transcript of Handyman Presentation