Field Force Mobility Optimizing the Field Forces Hanover, CeBIT 2005.

Field Force MobilityOptimizing the Field Forces

Hanover, CeBIT 2005

© Siemens CeBIT 2005 2

Your Challenges …

Easy access to enterprise data and services

from anywhere Optimal route planning, reduced journey time

Flexible resourcing, transparent status

tracking

Increase service quality and productivity with

decreasing budget

Why Why Siemens?Siemens?


Scenario Highlights HiPath Field Force Mobility

Field force automation out of one source

An anywhere seamless

integration of your mobile workforce

into your IT processes leads to more transparency

Standard based, scalable solution

that fit business need



Scenario: Situation Today

Dispatcher informs service technician by phone.

Service technician forgets address. Telephone link is disconnected repeatedly. Incomplete transmission of tasks. Repeated enquiries at scheduler. Confirmation at head office by phone. Using Paper. Double-recording of job activities, material

ordering. No workflow control and transparency of

process.

Key Points

Using Paper

Intransparent process

High communication costs through permanent phone calls

Competitive pressure

Delayed invoicing

No status tracking



15:35 Customer reports a fault.

15:41 Dispatcher assigns new order to technician.

15:42 Order checking through technician.

15:43 Technician accepts order and confirms.

Travel to customer site

16:30 Confirmation and tracking of travel.

16:45 Assessment and confirmation of repair time.

16:46 Dispatcher receives feedback.

17:30 Report activity including fault description andlisting of used materials.

17:45 Electronic signature of customer for confirmation of completed repair.

17:50 Return job-related data to back-end system.

End of work.

Back-end system processes information and draws up invoice for

the customer.

Scenario: Solution Tomorrow

Key Points Ready for being paperless

Increased process control

Less media changes lead to more efficiency

Immediate invoicing

More flexibility in dispatching

Increase of customer satisfaction



Scenario ConfigurationHiPath Field Force Mobility

Sales ordersService ordersTrouble Tickets

Sales ordersService ordersTrouble Tickets

Voice and datacommunication,

Controlling of orders and related information*

Voice and datacommunication,

Controlling of orders and related information*

Technicians

Sales

Service-Center

ServicesManaging Managing ressources, ressources, skills & logisticsskills & logistics

Security

Consultants

Planning and Planning and dispatching dispatching

*Security aspects, click here Architecture overview, click here



HiPath Field Force Mobility Functional Architecture

Mobile Client

CommunicationServer

PIM Services

push e-Mail

Directory Services

Unified Messaging

Text to Speach

Click to Dial

Software-MgmtDisaster RecoveryBackup & Restore

DispatchingSystem

RessourceSkills

Routesetc.

Ticketing System

Customer request

e-Mail synchronization

PIM& Web-services

Voice communication

Software management

Customer IT Back Office

ERP-/CRM IT-

Environment

HiPath30004000

FirewallVPN-Access

GSM/GPRSUMTSWLANIPSec

Tunnel

HiPathProCenter



24h

Your Benefits

Productivity increase

Decrease of operational costs

Increase of service quality (Fault minimization)

Shorter reaction time of service management

Differentiation feature in the market

Better controlling instrument

Basis for new markets und services



Covering all vertical industry markets

Services/Logistics

Public/Health/Education

US ARMY

?

Media/Communications

Industry/Retail

Insurance/Banking



Customer Reference – Siemensmore than 10.000 mobile field workers

SolutionChallenge

Higher productivity due to an end-to-end mobile process Improved customer satisfaction Increased transparency for faster reaction time Improvement of cash flow due to faster invoicing Decreasing assets, by the use of smart devices

Creation of a new end-to-end business process to manage field staff

Dispatching with integrated status-tracking in real-time

Optional integration of add-ons like route optimization, localization

All information and communication services on one mobile device

Voice communication and e-mail, fax, intra- and internet services

Basic software-upload and backup through memory card

Service head: Customer and employee satisfaction Quality and transparency of the processCIO: End-to-end design & integration of new mobile

technologies Complexity of Implementation. Increase ROI and lower TCO Cost pressure

Benefits

s



Mobile Business Savings - References

Siemens Mobile Field Service achieves

15 % improvement in contact center headcount

2% field force productivity increase

>60% reduction in mobile calls into the call center and

increasing,

5% improvement in inventory and asset management

AEM Gas, Milan, Italy,

Increase of 30% productivity thanks to a more efficient team management.

Mobile Police Carabinieri, Italy, manages the tasks and

Reaction time reduced by 70%



Mobility SolutionsProject flow of Field Force example

AnalysisDesign

RealizationIntegration

ValidationRollout

Operation Support

Purpose Process Analysis User

Requirements System

Architecture Security Concept Technical

Configuration

Implementation Planning

Installation of Components

Client Prototyping System Integration System and

Security Testing

Rollout Planning Piloting Adaptation after

Piloting User Training Rollout Change

Management

Project ManagementProject Management

Maintenance /Transmission Securing

Operating– User Hotline– Networking Security– Software Updates– Device Management

System Optimization Optional: Solution

Operating



HiPath Field Force MobilitySecurity

Business- / IT-ressources

Protect„block the bad guys“

Involve„support the good guys“

Security strategy „find the

loopholes“

Security analysis & consulting Security analysis & consultingRisk

management Security

workshop

Business continuity

Communications securityCommunications securitySecure

remote accessContent security

Anti VirusFirewall/VPN

Identity & access managementIdentity & access management

Access rightsmanagement

Password management

Identity & Authorization

Smart Card SupportSmart Card SupportApplication

supportSmart Card

Personalization, management



Solution Highlights HiPath Field Force Mobility

Highly efficient online field force processing

The right information anywhere and

anytime

Consult, Build, Support, Manage and Educate everything from one hand



Why Siemens?

One customer approach

End-to-end solution in a fragmented market

From a concept to the operation

Out of one source

Vertical experience

Transport, utilities, industry and other

Enterprises all over the world use the experience of

Siemens mobile solutions with significant economical

success.Mobile Kommuni-kation im Service


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HiPath - Total Business Communications Components

optiClients, optiPointsoptiClients, optiPointsand Portalsand Portals

Thank you! Your Questions please!

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Field Force Mobility Optimizing the Field Forces Hanover, CeBIT 2005.

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