Mobile Devices in the field

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Mobile Devices in the field increased
efficiency and customer satisfaction

• Presented by
• Frazer Furlong Commercial Operations Manager -
  Ergo
• Thursday 26th April 2007

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Who are Ergo?
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Environment

• Five Divisions - IT Products, IT Services
  Support, Managed Services, Software Solutions
  IT Resourcing
• 120 Employees- 20 Sales, 30 Support, 45 Software
  Development
• 20 full time field service engineers

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The Business Need

• Ergo field engineers provide customers with IT
  support and maintenance services, but measuring
  their effectiveness was almost impossible and
  threatened to damage important customer
  relationships.
• In addition measuring the profitable of specific
  contracts was impossible without accurate and
  complete records regarding time and parts used to
  support each contract.
• This lead to some fundamental gaps in management
  information.

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Management Information Gap

• How profitable are our service contracts on an
  individual basis?
• How many hours / parts do we spend servicing each
  contract?
• How many laser printers can one engineer maintain
  in a year?
• What portion of calls do we do on devices that
  are not under contract?
• What is the utilisation of our engineers on work
  that is on contract or chargeable?

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Solution

• Hp iPAQ 6915
• MS Mobile 5.0 Push Email
• Bespoke software development
• O2 Data Network
• SalesLogix for Support

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Why hp 6915

• Messaging and Security Feature Pack for Windows
  Mobile 5.0 supports secure push delivery of
  Outlook information, including e-mail without the
  need for 3rd party licensing.
• Quad-band GSM technology, hands-free speakerphone
  mode, or using a wired or wireless headset.
• Integrated HP Photosmart Camera with flash
• Integrated Wi-Fi (802.11b) plus while GPRS/EDGE
  technologies deliver connectivity on the go.
• GPS Navigation software

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Using the application

• Engineer logs in
• List of all outstanding tasks that are scheduled
  for that engineer only
• Tasks listed in chronological order
• Engineer simply select the next task

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Using the application

• When the task opens the engineer will see a
  summary of the task detail
• This will list all the appropriate contact
  details for the call

• At the bottom of this screen the engineer has the
  option to update the task status and is presented
  with simple navigation to get further details
  about this task

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Using the application

• Within the Issue Info tab the engineer can see
  all the details related to the issue that the
  customer has and the details related to the
  device that the call has been logged against
• This screen also gives the user the facility to
  update the status and to save changes

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Using the application

• Within the last tab the engineer completes the
  call by adding the actions that were taken on
  site and any additional actions that may be
  required.
• At this stage the user will add a final status
  change.
• The user can now sync the device with Ergos
  helpdesk management application and move onto the
  next task.

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• What does this mean for field engineers?

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What this means for field engineers

• Clearer structure to their working day
• Allocated times for all jobs
• One point of contact in terms of their schedule
  and work load
• Less ongoing phone calls from helpdesk
• Decision making regarding schedule resides with
  the helpdesk
• Happier customers a better working environment

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What this means for Ergo

• For Sales People
• Up to the minute updates regarding the status of
  open calls related to there customers
• Better reporting regarding SLA performance
• More evidence at contract renewal
• For Ergo Management
• A more profitable and customer focused service
  division.
• Better internal systems
• Less stress and hassle for field engineers
• We only service what Ergo are getting paid to
  maintain
• For Ergo Customers
• More informed, better serviced and happier
  customers
• Produce performance information quickly and
  easily
• More structure for day to day work for field
  engineers

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The bottom line

• 30 - 40 increased productivity from service
  engineers
• 40 reduction in overall telephony costs for
  service team
• Increased capacity within existing helpdesk team
• Detailed reporting regarding the labour and parts
  spent within each contract
• Detailed resource planning
• More accurate part ordering
• Less diary conflicts
• Significant increase in SLA adherence

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• Any Questions?

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