Field Force TrackerTM The Best Way to Manage Field Service Workforce
(A Product of Rapidsoft Systems Inc.) Princeton, Jct, NJ 08550 Phones: + 1-609 -439-4775, 1-609-356-5121 Offices: US, India, UAE
About Rapidsoft Systems Inc. • Rapidsoft Systems (http://www.rapidsoftsystems.com), a leading software development company. Established in 2006 based in NJ with Offices in the US, India and UAE. • Two Mobile Enabled Products for the Field Employee Management:
Field Force Tracker (FFT):
Work Force Tracker (WFT)
(http://www.fieldforcetracker.com)
(http://www.workforcetracker.net)
FFT is designed mainly for managing Field Service Operation and manages whole field service cycle.
is designed for managing general field operations such as Sales, Site Installations, pick up and delivery, and other field operations.
Field Service Report: Key General Findings
57%
of all service calls require a visit, 50% of field visits require a service part
Most common customer complaint is when a technician does not resolve the issue first time. This may be due to not having the right parts, tools, skills or enough time.
75%
71%
of respondents use customer satisfaction as the main metric to measure the performance of their field service organization
1/3 20%
The biggest area of concern for those in field service is workforce management
regard reliability of information to be the main concern with using field data believe they get the information they need from
from field service data to do their job successfully
considered being able to make real-time decisions based on the information received as the main priority for managing field based operations
86% intend to invest in technology to improve their field 73% consider adequate training as the main challenge when rolling out changes that affect a mobile workforce
service operations; 56% believe that ease of use for employees is the most important element with new technology Source: Trimble Research 2014
Main Objectives of Field Service Organization Right man - right time - right place - right costs • Maximise productivity – number of tasks scheduled – most efficient resource for each task • Ensure a high quality of service – compliance with agreed appointments & due dates – work importance • Minimise costs – travel times – waiting/idle times – overtime FFT is desigened to help you cut costs
Tailored to the Needs of Your Industry • • • • • • • • • •
Access, Security & fire alarms Automobile & Garage Equipment IT Industry Pesticides and Chemicals Heating, Ventilation and Air Conditioning Telecom and Cable industry Property Management Plumbing Electrical Services Office Equipment Repair
Service Management Scope Asset Management
• Inventory Management • Parts Demand Mgmt • Fulfilment Operations
Service Parts
• Reverse Logistics • Refurbish, Recall, Remanufacture • Claims Processing
Repair, Return, Warranties
• Mobile Applications • Technician Process Support
• Preventative Maintenance • Lifecycle Management • Asset Optimization, Availability
CRM
Business Intelligence
Mobile Technician
Service Contracts
Field Service Processes
Workforce Management • Skills, Territories • Scheduling • Capacity Planning
Sources: Accenture, Gartner
• Call Center • Case Management • Cross-sell, Upsell
• Entitlements Processing • SLAs
• Routing, Directions • Content Management • Escalation Support
Field Force Tracker – Mobile Enabled Field Service Management The Power To Transform Business • • • • • • •
Increase Efficiency Eliminate Paperwork Improve Customer Service Shorten Response Time Increase Resource Utilization Reduce Time to Invoice Get Greater Control of Business • Gain Unprecedented Insight Into your Business • Optimize Stock Management • Reduce Operational Costs
Field Force Tracker Main Features • • • • • • • • • •
Job Scheduling Work Order Management Parts and Asset management Warranty and Contract Management Service Quotes and Invoices Field Service Staff Management Timesheets Management Reports and Dashboards Integrated VoIP telephony CRM – Customer Relations Management
Field Force Tracker – Admin Dashboard
Smart Job Scheduling • • • •
Optimize resource usage and reduce operational cost. Manual or Automatic (earliest Available Slot) Possible Customer Requested Date or Time Windows Possible to Consider Many Criteria's: – New Job Location, Technicians’ skill, Their Current Locations, Their Current and Future Jobs, Service Branch, Service Departments, and Distance From the Service Location etc.
• Color Coded Job Status – Unassigned, Pending, Accepted, Running, Paused, Declined – User Configured Sub-status Within A Status (Like “Waiting for Parts”, “Waiting For Customer Confirmation” etc.)
• Real Time Map Tracking of Jobs and Technicians Using Native Mobile Apps (iPhone and Android) • Offered as Software As a Service (SAS) model
Scheduling Dashboard for Dispatcher -Live Update of the Job location and Jobs -Color Coded Jobs -Simple Rescheduling of Jobs - Look Ahead or Look back 1/5/7 days with single Click - Summary Job Assignment calendar with daily, weekly or monthly look ahead and look back Views
Daily, Weekly or Monthly Calendar Views
Allows Dispatcher to Look at the Daily, Weekly, Monthly Jobs For Selected or All Field Technicians
Work Order Management • • • •
Quickly Capture Job Information From The customers. System Maintains Full History of Jobs, Clients and Employees Search Through Jobs, Employees, Clients data Most Information (like Client names, default times etc.) is auto filled in the Job form to save the time • Automatic Real Time Tracking of Work Order Status
Parts and Asset Management • • • •
• • • • • •
Integrated Parts and Inventory Management & Service Asset Tracking Attach Parts to the Work Orders, Check Inventory and Create Parts Order to the Manufacturers Business defined Parts mark up for each part, Parts History and Billing Tracking Track equipment information including make, manufacturer, serial numbers, installation & warranty dates & attach equipment pictures Look-up customers based on equipment serial numbers Attach equipment to dispatches & service agreements Generate equipment reports based on warranties, installation dates, make, manufacturer & model Detailed history reports Attach important equipment documents & photos Custom fields to track information important to your business
Parts and Asset management
Warranty & Contract Management •
• • • •
•
Contract management – create, manage and store contracts and client agreements Contacts list – create a centralized data store of your clients, suppliers and contacts Adhere to SLAs with confidence – attach documentation, arrange SLAs by priority and set up automatic renewal alerts Minimize customer downtime – automate PPMs, mass schedule jobs and set multiple PPMs for one job Deliver projects on time and on budget – create estimates and sales orders and track phase, material, labour and subcontractor budgets Vs actual Complex management of covered equipment and bills – catering for multiple price lists and billing patterns
Service Contract Support
Automatic Recognition of a Client’s Service Contracts
Sample Contract Management
Add Customer installed products, SLAs, Track work orders, contract payments, service history, contract expiry and contracts renewals etc.
Estimates and Invoicing •
• • • • • • • •
Supports Service Invoicing and Service Estimates in the Fields Using Mobile Apps Payment processing Using Cash, Checks or Credit Cards Running Totals of Invoices – by Week, Month Years or Financial Year Separate Auditable Payment Log and Synchronization with External Accounting Systems Automatic or Manual reminders of Unpaid Invoices. Single Click reminder to the Clients for the pending payments Electronic Submission and Approval of Estimates to the Clients. Customizable Terms and Conditions, Templates For Invoices & estimates Estimates Include – Products, Parts, Services, Labor and Miscellaneous Items Complex Billing Criteria's for Labor or Service Supported – (different rate for different service areas, Mandatory Minimum Billing, Rules for Billable Time Rounding (Round Up, Down, Nearest), Selectable Rounding Interval etc.
Managing Service or New Product Estimates (Quotes)
Invoice and Payment Management
Customizable System Reports •
Pre-built reports include: – – – – – – – – – –
•
Extended Reports – – – – – – –
•
Job status Revenue Per Tasks Product usage Employee performance Assets Item demand Job History Client History Asset History Parts History
Service times SLAs Maintenance agreement costs Upsells by technician Additional services or items sold Revenue by service request Job time by technician or task
Rapidsoft Team will Add Custom Reports As Requested by the Customer
Mobile Apps - Available on iPhone/ Android • • • • •
Field Technicians Can Manage Job Status in the Field Navigation, Mapping and Location Reporting Capture Customer Signature Generate Estimates and Invoices in the Field Automatic Job Assignment Notifications & More
Benefits of Mobile Apps Impact of Mobility on Field Service Optimization • Real Time Data Flow Benefits – allows to dispatch tasks to mobile workers in real time with full location awareness – Removes uncertainty as integration of maps can help in scheduling to build sufficient travel times and with full navigation. – Live real time updates, Timesheets, Signatures and service Invoicing
• Scheduling & Productivity impact: – allows to adjust the schedule to the changed environment – allows to correct (some) scheduling decisions made earlier & update field staff – quick to adapt to external conditions like weather, traffic patterns accidents, etc.
Field Force Tracker – Field Service Delivery
Field Force Tracker – Field Service Delivery
Field Force Tracker – Field Service Delivery
The End • Let us know if you have any questions.