Brookstone Wireless Virtual Office

1
BrookstoneVirtualOfficeTM
Managing Delivering Organisational
Market Knowledge Wirelessly in
Real Time
2
Awards

• IBM Beacon Award
• Finalist 2004
• Hot Linux Solution
• IBM/Lotus Beacon Award
• Winner 2002 2003
• Best Mobile/Wireless Solution

3
The comprehensive CRM, DocumentsActivities Mgt,
HelpDesk, and other eOffice facilities comprising
the BrookstoneVirtualOfficeTM (BVO) provides a
total CRM Knowledge Management Solution in
support of the wireless application, enabling the
Customer to function to its maximum potential in
running its business.
This is the Main Navigation Panel. Any part of
the BVO can be accessed from here.
4
This is the main view showing all Companies
Contacts.
5
Company details are displayed in the familiar
Tab view. Many of the fields are user definable.
The BVO provides 20 Classification fields for
each Company/User. Each field name and its
Drop-Menu parameters are definable by the user.
6
The details that are displayed for each Contact
are just as comprehensive, with most of the
fields being user-definable.
7
The BrookstoneVirtualOfficeTM (BVO) has up to
twenty (20) User-definable classification fields
for each contact.
8
The Client can be contacted automatically by
their preferred contact method (Email, Mail, Fax
or SMS).
The Client can also be on multiple mail
lists. The client will only receive one mail if
multiple lists are mailed.
9
This view of the Documents Activities
functionality facilitates the comprehensive
recording and display of all Activity by contact.
10
The Contact and Company information is
automatically retrieved from the Client
Knowledge Bank
Now we have clicked the button to create a
Meeting Report. Here information can be
recorded about a meeting that has been held.
A Project can be nominated on every Activity
entry. This allows all Activity to be viewed
over a number of Contacts and Companies relating
to the same Project.
The most innovative feature of the Meetings entry
is that if you create a Meeting Report with a
date in the future, the BVO will automatically
make an entry in your calendar, send out
invitations and update your PDA What an
excellent management tool !
11
Mail can be addressed to Contacts from the
Client Knowledge Bank, or to internal
employees. A key advantage of this approach is
that all email is centrally stored in the BVO,
rather than in different mailboxes across the
organisation.
This is the Email entry in the BVO. This
connects directly to your Notes Mail System
12
As a result of any Activity with a Client, an
Action Item can be placed on anyone in your
Organisation for follow-up work to be done.
All the Client Information is carried forward
automatically and a doclink is provided back to
the original activity.
13
The assignment of this Action Item can be applied
to an individual or to a group.
You can choose if this Action Item is mailed to
the assignee or not.
14
Sending Reminders is Simple . . . (eg) Send a
reminder to an assignee one day before the Action
Item is due, and set up an Escalation Message
back to yourself if the action hasnt been marked
as Completed by the due date.
Additional Notification After creating this
Action Item on yourself, it is easily entered
into your Calendar and your To Do list.
The Status of the Action Item is shown here. The
Date and Time for completion is easily selected.
15
Users can also create their own Custom Forms is
shown here. The Custom Form can be populated
with any information from the Database.
16
Shown here is a Custom Form Created using a
Standard Software Distribution Agreement. This
could easily be a quotation or sales agreement
form.
17
This is the Sales Forecasting Worksheet.
This identifies - The Contact
- The Company, and
- The Project Details
The Supplier and Products can be identified for
Forecast purposes.
The percentages provide the calculation for the
weighted forecast values.
- Record the estimated Sale Value and Profit.
- Determine the Percentage Probability of the
customer doing business with anyone, and the
chance of them doing business with you.
18
Forecasts By Account Manager
19
Forecasts By Account Manager
Forecasts By Company
20
Forecasts By Account Manager
Forecasts By Company
Forecasts By Month and Year
21
Forecasts By Account Manager
Forecasts By Company
Forecasts By Month and Year
Forecasts By Supplier
22
The Marketing Events functionality is
mail-enabled and facilitates the transmission of
professional information according to the
recipients preferred method of contact.
23
The comprehensive Event Management functionality
facilitates the sending of Invitations to an
Event. The replies are automatically collated
with the original invitations.
24
A number of fully user definable escalation
levels are also catered for. The customer is
always kept fully informed by email of the Call
Status.
The BrookstoneVirtualOfficeTM (BVO) has a
Customer-Care module which keeps complete track
of HelpDesk calls including extensive
electronic workflow control.
25
Main View of Open Calls . . . . The call, and
who has been assigned to the call can be seen at
a glance.
The icons indicate if an assignment has been
accepted, or if the call has been escalated.
26
View of a Call still in Progress . . . . The
detail has a tidy layout, and is simple and easy
to follow.
Status and Assignment information is easily
viewed. More than one person can be assigned
to a call.
No Fussy Menus . . . . Simple Tabs for each
section of the Call Data.
27
Clicking on the Tab marked Call Tracking shows
the Client Information and the information
recorded about the call.
28
Call Details Section . . . . This view shows -
The description of the original problem. - Who
has been assigned to fix it.
29
Call Assignment . . . . This view illustrates
the Call Assignment. The easy-to-follow Tab
format is used.
Current Status of the Call . . . . The
information shown in this section is - The
current status of the call. - The next action
that is due. - The date and time it is due to
happen. - Who is providing the service.
30
The History Tab . . . . The information provided
under this Tab lists all the actions taken in
order to resolve this call.
See at a glance, in Reverse Date Order, all the
efforts that have been made to resolve a problem.
31
Recording Additional Activity . . . . With the
BVO Customer Care recording Additional
Activity is simple - Add a description of
any action taken. - Change the status of a
call.
32
Normal Hours of Operation . . . . This is
established in the BVO Customer Care Setup
Procedure.
These times are defined so that Call Escalation
can be correctly activated.
33
Priority Levels . . . . As many Priority Levels
can be set up as required.
Escalation Levels . . . . Each Priority Level
has Three (3) Levels of Escalation. This
approach allows specific Service Level Agreements
to be easily established.
34
Example - Medium Level Priority . . . . The BVO
Customer Care provides the facility to Notify
selected people, including the Client, of any
change in priority.
Escalation Periods Notification . . . . Time
periods for the Escalation Period (in days and
hours) can be established at each level in this
priority. This facility also allows nomination
of the persons who are to be notified by email on
any escalation of this call.
35
Status Level . . . . The Status Level Set-up
Page allows any number of levels to be
established.
36
Opening a Status Level provides the description
of that Level.
This allows the Next Permitted State to be
defined.
. . . . and allows the decision to be made as to
who is to be notified about the State Change.
. . . . And what is sent in the Notification
Email.
37
The Knowledge Base provides an easy-to-use method
of accessing solutions to previous problems.
38
Inside the Knowledge Base the article contains
all the relevant information about fixing the
problem
Of course, with the Search Facilities of Lotus
Domino, finding relevant articles is easy and
very fast.
39
Comprehensive Information is kept by Customer on
each asset (Piece of Equipment). This enables
easier problem resolution.
40
. . . . and the Equipment Inventory captures all
the equipment for which you are responsible in an
asset register.
41
When a Customer Call arrives, the Clients
Current Equipment can be displayed very quickly
. . .
42
. . . . and information is provided regarding
what is connected to each PC.
43
The BrookstoneVirtualOfficeTM (BVO) Timesheets
Module provides for the establishment of Employee
Project Profiles against which Timesheets are
recorded.
44
The Timesheets are completed during the working
day and then electronically submitted for
approval by a supervisor, inclusive of extensive
electronic workflow control.
45
The Project Management Module of the BVO
accommodates Projects, Sub-Project and
Tasks. The details for all of these can be
recorded against the ISO Quality Control system
of the BVO.
46

• The information held for Projects and
  Sub-Projects includes
• Hourly Budgets
• Financial Budgets
• Escalation Warnings
• Actual Comparisons

47
Tasks can be assigned to individuals or to
groups, with Mail Action and
Priority-Allocation capabilities. Tasks also
have Budget and Actual figures, and can be
controlled under the QA system.
48
Its one simple click to transfer information
from the BVO to Microsoft Project Server using
Web Services.
49
The Project Management Information from the BVO
is Transposed into Microsoft Project Server Using
Web Services. Gant charts can be created and
what-if scenarios can be played out.
50
The Policies Procedures Module of the BVO
is fully ISO 9000 compliant. It facilitates the
electronic delivery and control of the
organisational Policies and Procedures Manual.
51
Built in workflow and approval routines cater for
Action Requests and Internal Audit Reports.
Recommended and Approved changes are easy for the
QA Manager to review, approve and disseminate.
52

• The HR Module of the BVO also tracks
• Managerial Reviews
• Training Requirements
• Current Skill Sets
• Salary Reviews

The HR Module of the BVO manages all contact with
employees via mail, email, fax or SMS.
53
BVO Wireless Connectivity

• Connect to Pocket PC, PALM, Symbian
• Uses IBM Websphere Everyplace or Pylon
• Empower your mobile workforce
• Customer Information
• Activities Information
• Customer Care Calls

54
Create new Company information for the
CompaniesContacts Module.
55
View by Company Name.
56
Create new Contact information for the
CompaniesContacts Module.
57
Now all your contacts are available for viewing
after synchronisation.
58
Select how you would like to view your contact
information.
59
Action items are automatically synchronised with
your Notes To-Do List..
. . . . Also creating a new Action Item for the
DocumentsActivities Module.
60
Action items can be created on the Pocket PC or
by another user of the BVO and then synchronised.
You can view your Action Items in a number of
different ways.
61
Thank you for viewing the
Managing Delivering Organisational Market
Knowledge Wirelessly in Real Time