Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012

PEOPLE. PASSION.

EXCELLENCE.

>Field Service Mobility - Transforming Field Service and Customer Experience

Presented by Devendra Malekar and Rohit Lohan at Warranty Chain Management Conference 2012

Tavant Proprietary & Confidential

Need to drive workforce productivity and utilization

Customer demand for improved asset availability and faster service response

Need to drive new service revenue opportunities

Competitive pressures/Need for dif-ferentiation

0% 20% 40% 60% 80%

67%

61%

53%

44%

Source: Aberdeen Group, January 2011

Customer Demand for Faster Service, Field Productivity and Competitive Pressure for Differentiation directly indicates the need of optimum Customer Experience

Key Drivers for Field Service Optimization


Awareness and perception

Purchase and delivery

experience

Product receipt and usage

Ease of billing and payment

Continued Customer-centric

support

After-market support avoids post purchase dissonance

Customer Experience

Ultimately they select a brand

They add or subtract brands as they evaluate what they want

Consumers consider an initial set of brands based on perceptions and exposure to touch points

After purchase, consumers build opinions about brand based on the product usage and service experience

These brand opinions influence their loyalty towards the brand

Reinforces brand loyalty

Contact care and problem identification

Customer Experience is the sum of all the feelings and interactions for the brand’s product, service or people

Field Service / repair

experience

Influencers of Customer Experience


Key Goals for Field Service Improvements> Faster Service Response

> Better first time fix

> Decrease parts inventory and carrying cost

> Reduce Customer Asset Downtime

> Improve reverse logistics

> Improve recovery cycle time - warranty & invoices

> Improve aftermarket profitability

Higher Customer

Satisfaction

Higher Customer Retention

Lower Service

Cost

Increased Service

Revenue

Improved Product Quality


X

Scheduling and Dispatch

Time to Resolution

Paperwork

Communication and Reporting

- Technicians depend on office admin staff to provide relevant failure information

- Information related to service parts, labor, invoicing, etc. are not automated and integrated with enterprise systems

- Field failure diagnostics and service Information is processed manually causing misinterpretation of failure and repair data

- Delay in recovery due to delay in initiating warranty and invoices

- Conventional customer experience – No insight on repairs carried out

- Work orders are manually assigned without considering important factors such as skill-sets and proximity to the customer location

- Unavailability of the right parts during repair also causes delays

- Field technicians do not have access to service manuals, bulletins, and warranty or contract entitlements

- Delay in repair estimate approvals

- Technicians spend 15-18% of their time on work order-related paperwork such as job cards, invoices, claims, reports etc.

Challenges in Field Services


Technology Improvements in Recent Years>Lower cost of technology acquisition

>“SMART” phone revolution – fast and powerful handheld devices

> Improved mobile data speeds

> Improved connectivity between different systems (ERP, CRM, Warranty etc.)

>Affordable and Open Source BI solutions

>Enterprise communication and knowledge management platforms – JIVE, Share point etc.


Process Improvement Areas• Better Field Employee Management• Technician Performance Measurement• Incentive Program based on Productivity and

Customer Feedback

Employee Productivity &

Satisfaction

• Technician Competitiveness• Availability of Relevant Information• Repair Knowledge Base

Repair Turnaround & Quality

• Optimal Service Scheduling• Forecasting and Planning• Resource Optimization & Tracking

Operational Excellence


Key Strategic Actions Taken by Industry Leaders

Invest in mobile tools to provide technicians with better access to information

Make captured service information available across the company

Develop real time visibility into field assets

Develop programs and tools to retain knowledge


What should be present in a Good Field Service Mobile Solution?> Interface for customers through

various channels – mobile app, mobile web, web, business systems

> Automated service scheduling and email-notifications

> Complete work order management including customer approval workflow

> Failure diagnosis and repair checklist based on repair knowledge base

> Integration with backend ERP systems for customer history, parts ordering and tracking


> Integration with Warranty system for claim entry, equipment repair history, claim tracking and other warranty information.

> On the spot customer acknowledgement and invoicing

> Return logistics component allowing technician to manage return shipments

> Integrated mapping, barcode and location services components

> Mobile BI (Business Intelligence) component for key reports and metrics

> Instant customer feedback

What should be present in a Good Field Service Mobile Solution?


Itemized invoice with auto-bifurcation of warranty and non-warranty items

Initiate warranty claim directly from field

Printed using thermal mobile printer.

Mobile payment gateway for instant payment;

On-the-spot customer satisfaction survey

Service Work order details;Driving directions;Warranty / Contract information

Barcode scanner automatically registers use of parts / inventory and updates the ERP

Invoice and payment recorded in the ERP

Mobile analytics monitor field KPIs

Digitally captures customer’s signature

Field Technician

Customer

Office Admin

Predicts and accordingly carries parts and tools required

Product installation, demo & delivery / registration report

Integrated Field Service Mobility Solution


Technology Considerations for Mobile SolutionUsability, Scalability, Security, Integration, Deployment

˃ Assess the current field service performance and identify areas for improvement specific to

your business / environment

˃ Consider cloud based deployment of the app as well as creation of custom Enterprise App

Catalog using the SaaS model

˃ Leverage advanced platforms (such as iOS, Android, Blackberry, Windows etc.) to

integrate the app with the backend ERP, Warranty, Contract, Sales, and CRM systems

˃ Use a suitable middleware tool to manage interactions among the systems involved in

aftermarket service processes

˃ Most importantly, design the app to be scalable, secure and easy to use


Start with Simple App, gradually integrate and enhance

UsabilityTightly

Integrated

• Involve all functions when

designing solution roadmap

• Start with an application platform

approach

• Start with Critical Functionalities

• Easy to use simple application• Advanced mobile BI suite integration

• Mobile App vs. Mobile Web

• High maintenance and rollout cost

• High degree of integration might

result in slow App

Balance between Usability and Closed Loop


About Tavant Technologies˃ Specialized IT Solutions & Services Company; Founded in 2000, based in the Valley

˃ 11+ years of experience in developing Aftermarket and Warranty Management Solutions for Diverse Industries

˃ Cross-platform capabilities – Proficient in developing native, web and hybrid applications for mobiles, smartphones and tablets

˃ Cross-industry solutions – Capabilities across mobile commerce, social networking, location-based solutions, mobile advertisement modules; developed for customers cutting across industry verticals

˃ Reengineering and Integration – Experienced in large scale integration with internal and 3rd party systems

˃ Judicious selection of mobile feature set deployment, based on nomad roaming behavior of target audience

PEOPLE. PASSION.

EXCELLENCE.

>Thank YouContact Us:-

T: (866) 9-TAVANT W: http://www.tavant.com/warranty

E: [email protected]

http://www.tavant.com/warranty



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