Service Revolution

William Clark, Syclo

Marc Nussbaum, Lantronix

John Petze, Tridium

Service Revolution: How M2M Impacts Mobile Field Service

Bill Clark

Vice President, Business Development

Syclo, LLC.

Syclo, LLC. Background

• Products provide quantifiable business process improvement with rapid deployment leading to strong ROI

• Agentry Platform – a mobile application development environment specifically geared towards the rapid development of mobile applications.

• Privately Held Firm founded 1995; 65 employees

• Based in Hoffman Estates, IL – a suburb of Chicago USA

• Worldwide Presence – 500+ mobile deployments in 28 countries

• #1 market share (90%) in mobile Enterprise Asset Management

• 96% Support and Maintenance Renewal Rate

• Wide array of licensing and reseller partnerships with leading technology vendors and System Integrators

Focus: Mobile Computing Solutions that improve business processes

Syclo Products and Industries • Deployed at organizations in asset-intensive industries

– Over 1/3 of the Fortune 100 are current customers

• Across a wide range of Industries• Utilities • Oil &Gas • Manufacturing

• Pharmaceuticals • Health Care • Public Works • Transportation • Government • Telecom• Facility/Property Mgt • Education • Hospitality

• Products– Agentry Platform

– SMART Product Suite• Work Management/Field Service •

Inspections/Auditing • Inventory Management/Scheduling • Rounds and

Readings

Service Management: Asset Management vs. CRM Field Service

• There are about 20MM-25MM service technicians worldwide

• Enterprise Asset Management is a distinct segment in field service– Fix it before it breaks vs.

Fix it after it breaks– Asset vs. Customer focus– MRO Software vs. Siebel– Packaged solution vs.

proprietary– ERP players like SAP have

modules for both markets• Overlap is in the areas of property

management, facility management service providers, and aftermarket equipment service

• M2M has differing levels of material impact

CRM

Asset Mgt

Field Service

M2M: How much CRM field service impact?

Service Outcome = Timeliness + Accuracy + Depth + Agility

Sensing Cycle

Response CycleContextualizing Analyzing ReportingExecuting

Filtering Synthesizing AlertingDeciding/

Scheduling

M2M: How much impact in EAM service?

•In order to move to the right, you need Processes, Systems and Quality Information…Mobile and M2M provide complementary improvements to each

•Mobile provides and captures the most accurate data at the lowest cost during the Response Cycle

•M2M provides vital alerts, simple business process enablement and fine tuning during the Sense Cycle

Almost All Corrective

Some Preventive

Near Optimal

combination

Some reliability-centered

Some Predictive

15% 35% 31% 13% 6%

Maintenance Practices, Poll conducted by Plant Services Magazine, Fall 2004

Syclo Customer experiences: Enhancing EAM and CRM performance

Streamlining processes• Used RFID to perform store inspections

using portable reader – saved 15-30 minutes per visit per territory manager, improved inventory accuracy, better store visibility

Fortune 100 companyImproved Customer Service• Reduced cycle by 80% - 2.5 hour

substation inspection down to 20 minutes, printouts for regulatory complianceLarge U.S. Utility Company

• Reduced purchase order cycle time from 45 days to 1 day enabling real-time monitoring of well-head cash position via EAM systemMultinational Oil & Gas Company

Improved SLA performance and visibility

• Reduced costs by converging devices, attaching imaging and real-time facility status to work orders. Increased work orders tracked by 206%Large U.S. Facilities Outsourcer

Service Revolution

Marc Nussbaum

President and CEO

Lantronix

Service Revolution

John Petze

President and CEO