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What is the Customer Portal?
Web based secured point of data and information access
Component of Service Offering
Tool and technology which supports Convergint Standard
Service Delivery Process
iCare Manager
Page 6
Work Order & Project Management
24 x Forever Work Order Management
On Line, Real-Time Work Order Entry, Status &
History
Installation Project Status
Information You Need, When You Need It
• Status Reporting
• Metric Reporting
Management Reporting & Metrics
Manager Overview
• Custom Reporting
Standard Workflow Process
7
Note: 1 Service can be requested by phone or email2 Work Orders can be created by Convergint, Customer,
After Hours Call Service3 Work Orders created by Customer or Convergint
electronically transmitted to CTC serving customer
location4 If customer creates emergency work order after hours,
it is electronically transmitted to After Hours Call Service5 Specialist dispatched to meet customer’s required
response requirements for priority of call6 Service Coordinator order parts or works with customer
to receive required information
M-F
8-5?Create iCare
Work Order 2, 4
CTC Dispatch
Specialist 5
Emergency Work
Order After Hours
Call Service
Dispatch On Call Specialist
Specialist Calls Customer
Updates Work Order
Specialist Arrives On Site,
Diagnoses/Corrects Problem,
Updates Work Order
Specialist Updates Work
Order Problem Resolution,
Customer Acceptance, Finished
Issue Invoice
Service
Request 1
Create iCare
Work Order 2,3
Parts On
Order/Customer
Action? 6
Parts
Received/Action Taken
Work
Complete?
Yes No
Yes
No
Customer Benefits Real time On-line
Manage service requests
Status updates
Knowledge my problem being resolved
Status reporting Monthly work order summary
Compliance with corporate environmental strategies
Service Work Order
Work Order StatusLocation
Problem, Resolution
Invoice Information
Work Order History
Priority, Required On Site
Parts Information
Page 11
Installation Job
Location
Project Scope
Job Progress
Job Milestones
Work Order Summary Status Report
On line Reference
Communication and password protected with 128 or 256 bit encrypted SSL certificate
User specific password
User Access and Permissions
Timeouts
Limited number of log in attempts
Security
Customer Benefits Real time On-line
Manage service requests
Status updates
Knowledge of my problem being resolved
Status reporting Monthly work order summary
Compliance with corporate environmental strategies
iCare Executive
Page 19
Work Order & Project Management
24 x Forever Work Order Management
On Line, Real-Time Work Order Entry, Status &
History
Installation Project Status
Document Library
Safe & Secure Document Storage
Manage Standards, As-Builts & Other Documents
System Administration
Information You Need, When You Need It
• Status Reporting
• Metric Reporting
Management Reporting & Metrics
Customer Defined Access & Permissions
Customer Managed Security & Content
Secured Access and Data
Executive Overview
• Custom Reporting
Standard Workflow Process
20
Note: 1 Service can be requested by phone or email2 Work Orders can be created by Convergint, Customer,
After Hours Call Service3 Work Orders created by Customer or Convergint
electronically transmitted to CTC serving customer
location4 If customer creates emergency work order after hours,
it is electronically transmitted to After Hours Call Service5 Specialist dispatched to meet customer’s required
response requirements for priority of call6 Service Coordinator order parts or works with customer
to receive required information
M-F
8-5?Create iCare
Work Order 2, 4
CTC Dispatch
Specialist 5
Emergency Work
Order After Hours
Call Service
Dispatch On Call Specialist
Specialist Calls Customer
Updates Work Order
Specialist Arrives On Site,
Diagnoses/Corrects Problem,
Updates Work Order
Specialist Updates Work
Order Problem Resolution,
Customer Acceptance, Finished
Issue Invoice
Service
Request 1
Create iCare
Work Order 2,3
Parts On
Order/Customer
Action? 6
Parts
Received/Action Taken
Work
Complete?
Yes No
Yes
No
Customer Benefits Real time On-line
Manage service requests
Status updates
Knowledge of problem being resolved
Historical reporting Internal Audit
Regulatory Agencies (FDA, CFATS, SarBox. CSA.246, TJC)
Supports service budgeting and expenditures
Information to justify your investment in service (ROI) Performance
Cost
Compliance with corporate environmental strategies
Service Work Order
Work Order StatusLocation
Problem, Resolution
Invoice Information
Work Order History
Priority, Required On Site
Parts Information
Installation Job
Location
Project Scope
Job Progress
Job Milestones
Installation Job Metric Report
Service Metric ReportJul Jun May Apr Mar Feb Jan Dec Nov Oct Sep Aug
2011 2011 2011 2011 2011 2011 2011 2010 2010 2010 2010 2010
Total Work Orders 107 110 103 97 90 75 59 63 72 66 60 55
P1 Work Orders 12 14 12 16 12 9 9 11 13 8 9 7
P2 Work Orders 40 35 41 42 32 28 21 26 31 27 29 28
P3 Work Orders 35 41 32 25 23 19 12 15 16 16 10 10
P4 Work Orders 15 10 11 12 10 11 9 7 5 9 10 8
CSP Work Orders 5 10 7 2 13 8 8 4 7 7 2 2
P1 As % Total 11.2% 12.7% 11.7% 16.5% 13.3% 12.0% 15.3% 17.5% 18.1% 12.1% 15.0% 12.7%
P1 % On-site On Time 92.0% 91.0% 90.0% 95.0% 92.0% 92.0% 92.0% 92.0% 90.0% 85.0% 83.0% 83.0%
P1 Avg Hours to Site 4.0 3.9 4.2 3.5 3.7 3.8 3.8 4.1 4 4.3 3.3 3.3
P1 Avg Days to Finish 0.5 0.5 1.1 0.9 0.6 0.7 0.9 1.1 0.6 1.1 0.9 0.9
P1 % Finished by Month End 98.0% 107% 89.0% 97.5% 100% 100% 103% 94.5% 100% 104% 93.9% 93.9%
P1 Awaiting Parts 0 0 2 1 0 0 2 3 0 0 1 1
P1 Awaiting Customer 1 0 0 2 3 0 0 1 0 2 0 1
P2 As % Total 37.38% 31.82% 39.81% 43.30% 35.56% 37.33% 65.80% 68.20% 65.70% 66.20% 66.10% 66.10%
P2 % On-site On Time 95.0% 93.0% 92.0% 85.0% 91.0% 96.0% 93.0% 90.0% 87.0% 82.0% 76.0% 76.0%
P2 Avg Hours to Site 7.9 7.6 7.7 8.5 7.8 7.5 6.7 8.2 7.4 7.2 7 7
P2 Avg Days to Finish 0.9 0.8 1.2 0.8 1.0 1.0 1.9 2.2 1.9 2.5 1.1 1.1
P2 % Finished by Month End 101% 99.0% 102% 98.0% 100% 104% 96.9% 98.3% 97.7% 110% 89% 89%
P2 Awaiting Parts 0 0 2 2 1 0 3 1 1 1 0 0
P2 Awaiting Customer 0 3 1 0 0 1 0 2 0 1 4 1
Service Spend Report
Work Order >X Days Status Report
Work Order Summary Status Report
Work Order History by Site
Workorder History by Equipment
Collaboration Platform
Collaboration Platform
On line Reference
Customer Options
Communication and password protected with 128 or 256 bit encrypted SSL certificate
User specific password
User Access and Permissions
Timeouts
Limited number of log in attempts
Security
Customer Benefits Real time On-line
Manage service requests
Status updates
Knowledge of my problem being resolved
Historical reporting Internal Audit
Regulatory Agencies (FDA, CFATS, SarBox. CSA.246, TJC)
Supports service budgeting and expenditures
Information to justify your investment in service (ROI) Performance
Cost
Compliance with corporate environmental strategies
