Total Field Service Management

Increase Customer Satisfaction, Profits

Select Customers

o CH2MHill

o Shell, Sunoco

o WW Williams

o Home Depot

o Granite Communications

o Enterprise Car Rental

o Xclusive Telecom and Cable

o Mitel CommunicationsMining Oil and Gas

Increase Performance All Project Types

Capital Projects

Scheduled/UnscheduledService/Maintenance Asset Management

Schedule Resource/Cost Load

Schedule Daily/Weekly

Schedule Daily/Weekly/Annual

Increasing Profits Forecasting

Predict Productivity Plan Actual Variance

Optimize Resources

=

“We understood that we would need 4810 man hours next month…that we Short on manpower with only 3960 hours available on the current team to meetThe schedule. Our past performance predicted our Future requirements automatically” - Dan Fodray, Mechanical Engineering

Cloud Based - Integration Simple

• Fast Install Setup• Cloud Based “Anywhere” Data Delivery• Scalable• Finance Integration (Oracle/SAP)• Simplified Customizations• SaaS Hosted

• Device Agnostic • Disconnected or Connected• GPS• Photo• Signature• Bar Code Scan

ERP

CRM

Legacy

Asset

End-to-End Field Service Platform

CustomerService

Scheduling

Office

Equipment /Vehicle Mgt

Skill Certification

MaterialInventory

Customer Web Portal

Customer Mobile AppRoute GPS

Field Workforce

Photo Capture

KnowledgeBase

InspectionForms

SmartField Total Field Service Platform

AutomateAsset Mgt

Upsell Job Recommendations

Time CardCaptureDispatch

Work History/Status

27%

Financial ROI

Increase Productivit

y

•Decreased time to repair•Efficiency, Budget to Actual Accuracy,•Cash Flow Increase•Reduced Non-Billable Time, Increase Revenue/Reduce Costs)

Increase Service/Sal

es12%•Onsite Recommendations•Predictive Maintenance Calls•Customer Self Service•Up-sell in the Field

Vehicle Cost

Reduction14%

•First Time Fix Rate

•Miles Driven

•Reduced Parts/Warranty Expense

Field ROIBefore MobileoPaper Form (Slow Speed,

Increased Cost)o Field Status - Limited/No

Visibility o Incomplete Paperworko Lost Invoiceso Field Time Disputes

oAfter MobileAfter MobileoAll Electronic Formso Field Status – Real Time

StatusoRepeat Process/Checklisto 100% Invoice Time

Captureo Proof of Service (GPS)

Customer Expectations in Mobile Consumer World

o Increasingly expect services to be tailored to meet their specific needso Are more demanding about our ability to provide them with an arrival time within

a narrow rangeo Are more concerned about our service personnel arriving at the scheduled timeo Are more likely than in the past to expect us to remember who they are and what

their needs areo Are less tolerant of return visits due to wrong parts or equipmento Have become more insistent on receiving accurate cost estimates for service callso More frequently expect service teams to provide them with authoritative advice

and assessments of their needs

Enabling Alignment with Company Goals

o Provide customer systematic service training to employees

o Implement new customer service systems (competitive competency)

o Develop a customer-centric company culture using a variety of approaches, products and services

o Organize management structures to more closely integrate customer service and marketing

Customer Profile – Customer Wins

• Real Time Progress (Daily/Activity)

• Customer Portal (Submit/View)

• Map View of Past/Current/Future

• Rate/Survey Activities

• Notified en-Route Activity

• Picture of Field Rep / Foreman

Your Customer

Fleet Status

Field Profile – Field Wins

• Notified when Scheduled

• “10-4” Accept Work, Status Work

• Spec Attachment

• Direct Work Entry into Mobile Device

• Map View of Work Location

• Proof of Service (GPS, Photo, Signature)

• Directory Assist - Employee/Customer

Field Resources

HQ Profile

• Resource Availability / Schedule

• Repeatable Work Package Steps / Training

• Real time view of work status

• Map View of Work Location(s), Equipment, Vehicles

• Proof of Location (GPS, Photo, Signature)

• Proof of Time (Planned / Logged / Actual)

• Expedited Invoicing / Change Approvals (field signature)

• Satisfaction Survey

• Historic Costs/Production Central Access (Sales, Support, Training, Customers)

Behind Schedule

Behind Costs

On Track

Back Office

City of Avondale - Customer Driven Service

Cloudvs. Whiteboard

Tabletsvs. Truck Walls

Field Productivity Drivers

Text/App vs. Telephone

Confirmation Reminders

Electronic vs.Paper Capture

Case Study

With SmartField Before Smartfield• Time To Bill 7 Hours 62 Hours

• Order Cancellations 0.4% 8%• Upsell Revenue 14% Invoice 0% Invoice• Automation 100% Field

Electronic Paper – 2 Day From Order

• Reporting Cloud Based – Real Time

Paper – 4 Day Post Install

Largest Telecom Provider in N. America

*time converted = 1 week from green light

Time Card Capture / Location Verification

Time / Signature NotesLocation/Real Time

Time Capture Clock Time and Logged Time

Simple Reporting/Search

Activity at Time of EntryMap Proof of Location

Logged Time by TechReal Time by Device

Notifications: Work Order, Invoice, Survey Completion Confirmation

Your Branded Customer App: Customer Self Service

Request Work View Status Progress/HealthTransperancy

Customer Branded Portal: Self Service

• Project Status

• Plan vs. Progress

• % Complete/Qty Update

• Cash Flow, Earned Value

• Resource Planning

• Exception Alerts

• Expedite Invoicing

Visibility:

How is MY Work doing….

Attach Images and Notes from Field

Insert User Based Reminder Notes for Daily / Weekly

Tasks

Activity Scheduler

Activity by Expertise

Schedule by Expertise

Material / Inventory Reorder Alerts

MaterialInventory

Vehicle/Equipment Maintenance Management

Vehicle / EquipAssigned to Sub /

Supervisor

Update / AlertVehicle / Equipment

Field to Control Tower Workflow

Field Select ActivitySelect In ProgressSelect Complete

Time/GPS Reflected in Record

Updates from Field on All Activities Are displayed in

Control Tower Status

Visit us at Mobile-Logix.com602-492-8940

Increase Customer Satisfaction, Profits