Field Force TrackerTM The Best Way to Manage Field Service Workforce

(A Product of Rapidsoft Systems Inc.)

Princeton, Jct, NJ 08550

Phones: + 1-609 -439-4775, 1-609-356-5121

Offices: US, India, UAE

About Rapidsoft Systems Inc.

• Rapidsoft Systems (http://www.rapidsoftsystems.com), a leading software development company. Established in 2006 based in NJ with Offices in the US, India and UAE.

• Two Mobile Enabled Products for the Field Employee Management:

Field Force Tracker (FFT):

(http://www.fieldforcetracker.com)

FFT is designed mainly for

managing Field Service

Operation and manages whole

field service cycle.

Work Force Tracker (WFT)

(http://www.workforcetracker.net)

is designed for managing

general field operations such

as Sales, Site Installations, pick

up and delivery, and other field

operations.

Most common customer complaint is when

a technician does not resolve the issue

first time. This may be due to not having

the right parts, tools, skills or enough time.

75%

1/3 service operations; 56% believe that ease of use for

employees is the most important

element with new technology

of all service calls require

a visit, 50% of field visits

require a service part 57%

73% consider adequate training

as the main challenge when

rolling out changes that affect

a mobile workforce

The biggest area of concern for

those in field service is workforce

management

71%

86% intend to

invest in

technology to

improve their field

of respondents

use customer

satisfaction as the main metric

to measure the performance of

their field service organization

considered being able to make

real-time decisions based on

the information received as the

main priority for managing field

based operations

regard reliability of

information to be the

main concern with using

field data

20%

from field service data to do their

job successfully

believe they get

the information

they need from

Field Service Report: Key General Findings

Source: Trimble Research 2014

Main Objectives of Field Service Organization

Right man - right time - right place - right costs

• Maximise productivity

– number of tasks scheduled

– most efficient resource for each task

• Ensure a high quality of service

– compliance with agreed appointments & due dates

– work importance

• Minimise costs

– travel times

– waiting/idle times

– overtime

FFT is desigened to help you cut costs

Tailored to the Needs of Your Industry

• Access, Security & fire alarms

• Automobile & Garage Equipment

• IT Industry

• Pesticides and Chemicals

• Heating, Ventilation and Air Conditioning

• Telecom and Cable industry

• Property Management

• Plumbing

• Electrical Services

• Office Equipment Repair

Business Intelligence

Asset Management

CRM

Workforce Management

Repair, Return,

Warranties

Service Parts

• Inventory Management

• Parts Demand Mgmt

• Fulfilment Operations

• Entitlements Processing

• SLAs

• Routing, Directions

• Content Management

• Escalation Support

• Mobile Applications

• Technician Process

Support

• Preventative Maintenance

• Lifecycle Management

• Asset Optimization, Availability

Sources: Accenture, Gartner

Field Service Processes

Mobile Technician

Service Contracts

• Call Center

• Case Management

• Cross-sell, Upsell

• Reverse Logistics

• Refurbish, Recall,

Remanufacture

• Claims Processing

• Skills, Territories

• Scheduling

• Capacity Planning

Service Management Scope

Field Force Tracker – Mobile Enabled Field Service Management The Power To Transform Business

• Increase Efficiency

• Eliminate Paperwork

• Improve Customer Service

• Shorten Response Time

• Increase Resource Utilization

• Reduce Time to Invoice

• Get Greater Control of Business

• Gain Unprecedented Insight Into your Business

• Optimize Stock Management

• Reduce Operational Costs

Field Force Tracker Main Features

• Job Scheduling

• Work Order Management

• Parts and Asset management

• Warranty and Contract Management

• Service Quotes and Invoices

• Field Service Staff Management

• Timesheets Management

• Reports and Dashboards

• Integrated VoIP telephony

• CRM – Customer Relations Management

Field Force Tracker – Admin Dashboard

Smart Job Scheduling

• Optimize resource usage and reduce operational cost.

• Manual or Automatic (earliest Available Slot) Possible

• Customer Requested Date or Time Windows

• Possible to Consider Many Criteria's: – New Job Location, Technicians’ skill, Their Current Locations, Their

Current and Future Jobs, Service Branch, Service Departments, and Distance From the Service Location etc.

• Color Coded Job Status – Unassigned, Pending, Accepted, Running, Paused, Declined

– User Configured Sub-status Within A Status (Like “Waiting for Parts”, “Waiting For Customer Confirmation” etc.)

• Real Time Map Tracking of Jobs and Technicians Using Native Mobile Apps (iPhone and Android)

• Offered as Software As a Service (SAS) model

Scheduling Dashboard for Dispatcher

-Live Update of the Job location and Jobs -Color Coded Jobs -Simple Rescheduling of Jobs - Look Ahead or Look back 1/5/7 days with single Click - Summary Job Assignment calendar with daily, weekly or monthly look ahead and look back Views

Daily, Weekly or Monthly Calendar Views

Allows Dispatcher to Look at the Daily, Weekly, Monthly Jobs For Selected or All Field Technicians

Work Order Management • Quickly Capture Job Information From The customers.

• System Maintains Full History of Jobs, Clients and Employees

• Search Through Jobs, Employees, Clients data

• Most Information (like Client names, default times etc.) is auto filled in the Job form to save the time

• Automatic Real Time Tracking of Work Order Status

Parts and Asset Management

• Integrated Parts and Inventory Management & Service Asset Tracking

• Attach Parts to the Work Orders, Check Inventory and Create Parts Order to the Manufacturers

• Business defined Parts mark up for each part, Parts History and Billing Tracking

• Track equipment information including make, manufacturer, serial numbers, installation & warranty dates & attach equipment pictures

• Look-up customers based on equipment serial numbers

• Attach equipment to dispatches & service agreements

• Generate equipment reports based on warranties, installation dates, make, manufacturer & model

• Detailed history reports • Attach important equipment documents &

photos • Custom fields to track information important to

your business

Parts and Asset management

Warranty & Contract Management

• Contract management – create, manage and store contracts and client agreements

• Contacts list – create a centralized data store of your clients, suppliers and contacts

• Adhere to SLAs with confidence – attach documentation, arrange SLAs by priority and set up automatic renewal alerts

• Minimize customer downtime – automate PPMs, mass schedule jobs and set multiple PPMs for one job

• Deliver projects on time and on budget – create estimates and sales orders and track phase, material, labour and subcontractor budgets Vs actual

• Complex management of covered equipment and bills – catering for multiple price lists and billing patterns

Service Contract Support

Automatic Recognition of a Client’s Service Contracts

Sample Contract Management

Add Customer installed products, SLAs, Track work orders, contract payments, service history, contract expiry and contracts renewals etc.

Estimates and Invoicing

• Supports Service Invoicing and Service Estimates in the Fields Using Mobile Apps

• Payment processing Using Cash, Checks or Credit Cards

• Running Totals of Invoices – by Week, Month Years or Financial Year

• Separate Auditable Payment Log and Synchronization with External Accounting Systems

• Automatic or Manual reminders of Unpaid Invoices. Single Click reminder to the Clients for the pending payments

• Electronic Submission and Approval of Estimates to the Clients.

• Customizable Terms and Conditions, Templates For Invoices & estimates

• Estimates Include – Products, Parts, Services, Labor and Miscellaneous Items

• Complex Billing Criteria's for Labor or Service Supported – (different rate for different service areas, Mandatory Minimum Billing, Rules for Billable Time Rounding (Round Up, Down, Nearest), Selectable Rounding Interval etc.

Managing Service or New Product Estimates (Quotes)

Invoice and Payment Management

Customizable System Reports

• Pre-built reports include: – Job status – Revenue Per Tasks – Product usage – Employee performance – Assets – Item demand – Job History – Client History – Asset History – Parts History

• Extended Reports – Service times – SLAs – Maintenance agreement costs – Upsells by technician – Additional services or items sold – Revenue by service request – Job time by technician or task

• Rapidsoft Team will Add Custom Reports As Requested by the Customer

Mobile Apps - Available on iPhone/ Android

• Field Technicians Can Manage Job Status in the Field

• Navigation, Mapping and Location Reporting

• Capture Customer Signature

• Generate Estimates and Invoices in the Field

• Automatic Job Assignment Notifications & More

Benefits of Mobile Apps

Impact of Mobility on Field Service Optimization

• Real Time Data Flow Benefits – allows to dispatch tasks to mobile workers in real time with full

location awareness

– Removes uncertainty as integration of maps can help in scheduling to build sufficient travel times and with full navigation.

– Live real time updates, Timesheets, Signatures and service Invoicing

• Scheduling & Productivity impact: – allows to adjust the schedule to the changed environment

– allows to correct (some) scheduling decisions made earlier & update field staff

– quick to adapt to external conditions like weather, traffic patterns accidents, etc.

Field Force Tracker – Field Service Delivery

Field Force Tracker – Field Service Delivery

Field Force Tracker – Field Service Delivery

The End

• Let us know if you have any questions.