Field service management

Optimize your field force performance and leverage productivity to lead your market

Features

Hormiga™

Field visibility• Granular Activity Recognition

• Forecasted Daily Activities (FDA)

• Real-time Field Monitoring

• Deficient-performance alerts

Optimization and performance accelerators• Field-Wisdom Routing Optimization

• Employee Performance Analysis

• Professional Collaboration

• Analytics Tools

Field service suite• Scheduling and Dispatching

• Sales and market intelligence

• Asset Management

• Inventory Management

• Proof of delivery and Logistics enhancers

• Delivery and Courier Add-ons

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Table of content

Features

Granular Activity RecognitionMeasuring performance increases profitability.

Granular Activity Recognition state-of-the-art technology measures and analyzes performance, automatically identifying how, where and when each employee activity occurred, without the need for manual reporting.

Field visibility1

Presenting full visibility of the field, Hormiga generates a unique minute-by-minute activity-based analysis report, displaying precise durations of employees traveling, working or idle, providing managers with authentic behavior patterns and performance rates.

Pinpointing high-performers to stimulate improvement and formulate best practices, managers additionally detect wasted resources and faulty work procedures, saving time and minimizing costs.

Forecasted Daily Activities (FDA)Tomorrow’s forecast: increased performance

Generated automatically, FDA is a forecast of planned WOs assigned to each employee, including WO start and end times, travel times and distances between destinations.

Tracking the remaining WOs in each shift, Hormiga intermittently checks employee’s location and current activity, applying individual performance rates to recalculate ETAs and durations, providing highly effective workday planning.

Field visibility1

Field visibility1Managers can respond immediately to changes, assigning a new WO to the employee most likely to arrive on time, while customer satisfaction is enhanced by demonstrating respect for their time.

Real-time Field MonitoringManaging invisible teams

Hormiga’s leading-edge mobile technology provides managers with a real-time view of what is happening in the field, presenting precise employee locations and WO statuses.

Managers can monitor punctuality and idle time, and view WOs to which employees are expected to, or actually arrived late.Receiving continuous conflict-detection alerts makes it easier to track performance efficiency and speed on an employee, team or company level.

Hormiga displays a detailed life-cycle of each WO, while also recording and saving each employee’s routes automatically.

Deficient-performance alertsAuto-detection…it’s elementary, dear Watson

Automatically triggered deficient-performance alerts are an unparalleled game-changer that reduces costs significantly, by signalling excessive use of resources or inadequate performance.

Sent to the manager when irregular actions are detected, alerts can indicate a travel distance that exceeded the expected distance, or activities reported far away from a WO location, allowing managers to prevent problems by reacting to real-time occurrences.

Managers can apply color-coding to each alert’s corresponding action, and use this effective tool during merit evaluations.

Field visibility1

Optimization and performance accelerators

2Field-Wisdom Routing Optimization Discover the key to effective routing

Hormiga Field-Wisdom Routing Optimization technology utilizes decisions of the entire field workforce to generate optimized routes, thereby reducing operational costs and delivering maximum productivity every day.

By aggregating the routes executed in each area, Hormiga incorporates nuggets of wisdom - the key optimization component containing varied field constraints used by workers for arranging route sequences. The calculated routes are far more optimized than those generated by the most intricate algorithm.

Retaining years of accrued field knowledge, Hormiga replicates decision patterns that help formulate best practices and save training resources, increasing the efficiency of the entire organization.

Wisdom of crowds

Hormiga’s field-wisdom optimization is based on the notion that decisions taken and the accumulated knowledge acquired by the entire workforce contain valuable information that should be kept and utilized to yield maximum efficiency and optimal results.

The underlying theory behind Hormiga’s innovative approach to field-wisdom optimization is the wisdom of crowds,

by which a large group’s aggregated answers to questions involving issues that are measurable, are more accurate than the answers given by any individual within the group, even an expert.

A few workers per area

Companies that provide service to predefined geographic zones with many workers assigned to each zone, are faced with the daily challenge: whom to assign which WO? In such companies standard scheduling optimization could provide a suitable solution.

However, the majority of organizations worldwide assign only a few workers to each geographic zone, and for them the challenge is different: How to provide each employee with the optimal WO sequence, given field constraints that no algorithm can calculate? For these companies a standard scheduling optimization solution cannot solve the problem, and could even result in a negative ROI. Hormiga’s field-wisdom routing optimization technology ensures the highest ROI, uniquely suitable for these service organizations.

Employee Performance AnalysisThe key factor for improvement

As a field-service company your workforce is your organization’s most costly resource, and each employee’s performance bears significant impact on the company’s

Optimization and performance accelerators

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profitability and customer satisfaction. The best way to institute continuous improvement is by monitoring employee performance levels. Engineered to perpetually analyze and increase performance, Hormiga integrates Employee performance analysis in each function in the system, displaying individual and team performance rates on nearly every screen.

Pinpointing patterns to stimulate improvement

Optimization and performance accelerators

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Optimization and performance accelerators

2Hormiga captures detailed activities and evaluates productivity on an employee, team and organizational level. Using Granular Activity Recognition and conflict-detection alerts, managers can track poor performance and discrepancies, punctuality and first-time-fix-rates, as well as travel and idle time.

They can also compare team member performances and identify high performers’ work patterns, replicating these patterns to increase productivity and help define best practices policies.

Hormiga tracks and measures closely the performance rates of each employee, which has a direct effect on customer satisfaction and which significantly elevates the NPS (Net Promoter Score).

Employees whose performance is monitored tend to follow work procedures more closely, and are therefore, far more productive.

Professional CollaborationTreasure of practical knowledge

Recognizing the unique value of employee collaboration in service organizations, Hormiga has taken this concept to a whole new level: Not only does Hormiga retain employee knowledge, it automatically shares this knowledge with all field personnel, thereby transforming them into highly professional service teams equipped with up-to-date information and the most effective mobile tools.

Optimization and performance accelerators

2Insights

An effective means of knowledge-sharing in field service organizations, Insights are helpful tips, based on field experience that employees share with their colleagues. Linked automatically to corresponding work orders, products and customers, all relevant insights appear when a worker accesses any relevant work order information, eliminating unnecessary delays and increasing first-time-fix-rates.

Insights relate to 4 areas:

• Product may contain tips about new products

• Customer could indicate a customer’s operational hours

• Access may contain a keypad entry code

• Professional experience could indicate a shortcut procedure

Parking tips

Ending the eternal search for the ultimate parking spot, Hormiga saves parking tips shared by employees, and utilizes them to benefit other workers, thereby saving appreciable time and eliminating the anxiety of parking in congested areas. Workers are prompted to indicate the parking type and to rank it. These rankings are aggregated, and a score is assigned to each parking location. When approaching a destination all recommended parking options in the area are displayed automatically, color-coded according to colleague rankings.

Consult a colleague

Employees can share a WO’s details with a colleague for the purpose of consultation in solving a problem or sharing a

Optimization and performance accelerators

2location. This helps increase efficiency by enabling workers to carry out each task as quickly as possible.

Knowledge base

Hormiga‘s knowledge base includes user manuals and operational guides written by company personnel, and are linked to each relevant product, along with the insights, allowing employees to access all the professional knowledge they need from one central location. This dynamic and up-to-date knowledgebase is an effective means of retaining field experience, ensuring workforces that are highly professional and productive.

Analytics Tools

Optimization and performance accelerators

2Hormiga leverages the potential of data analysis to produce precise analysis reports in uncommonly high-resolution, revealing detailed performance trends of the entire organization.

Hormiga’s effective analytic capability to systemically obtain real-time data is essential for producing accurate reports, enabling companies to identify their most lucrative customers, best performers, and field force behaviors and patterns, thus providing the key element to ensuring continuous improvement and market supremacy.

Field service suite3Scheduling and DispatchingInstant dispatching, maximum accuracy

Hormiga’s easy to-use drag and drop interface for WO scheduling and dispatching provides real-time visibility of all WO statuses, history and locations, enabling dispatchers to assign tasks faster than ever.

With the ability to respond quickly to sudden changes, dispatchers identify immediately the person with the right skills who is predicted to arrive fastest at the required destination.

Saving valuable time, Hormiga eliminates lost WOs, alerting in the event of a scheduling error, thus maximizing the efficiency of each day.

Field service suite3Sales and market intelligenceUntapped source of revenue

Hormiga leverages the opportunity of a field rep meeting face-to-face with customers, to suggestively sell a variety of add-on products, renew a service agreement, or upgrade a device to a newer model.

Hormiga’s intuitive marketing surveys enable workers to gather valuable information about competitors, customer behavior patterns, number of family members and rooms, and more. Surveys are conducted independently, requiring no customer participation, and data is used for tailoring unique offers suitable to specific customer needs.

Asset management

A full history of every asset, corresponding WOs and warranties

Field service suite3is accessible by all workers, including every task performed on each asset, enabling organizations to track their workforce activities closely, and provide far better and faster customer service.

The ability to update or retrieve information in the field in real-time, such as completing an asset report and sharing it with the entire organization within minutes, plays a crucial role in efficient asset management, reducing troubleshooting time and costs.

Inventory ManagementIt is essential for organizations that provide field service and manage a vast number of items and parts to know exactly which parts were used by each field worker, when, and for which task and customer. Accurate inventory management ensures high FTFRs, reduces costs, while also preventing unsupervised inventory usage and unforeseen waste.

Each time a part is used the central inventory database is updated automatically, providing the entire organization with up-to-date information, and field employees with real-time accurate stock levels in their van.

Proof-of-Delivery and Logistics enhancersHormiga supports logistics and distribution companies including delivery and freight functionalities, providing field personnel with the most advanced proof-of-delivery

Field service suite3capabilities and cutting-edge mobile tools.

Hormiga incorporates delivery notes and complete SKUs and product-trees, in addition to supporting return of goods by customers, dynamic replacement of goods and digital signature.

Hormiga also supports drop analysis and optimization, providing the ability to record the required outcome, indicating, for example, whether a package was delivered to the correct location or person, or at the required time.

Delivery and Courier Add-ons

Aimed at positioning couriers and delivery companies ahead of their competitors by ensuring the most productive day eachday, Hormiga supports any number of pickups and deliveries, bulk shipments and all tasks that require Cash on Delivery (COD) support.

Field service suite3Providing maximum service level, delivery personnel can easily revise digital manifests, and prevent errors by scanning packages, thereby increasing Right-first-time delivery rates.

Hormiga is suitable especially for organizations that assign only a few employees to each geographic area, where optimization can be achieved by utilizing field wisdom, thereby dramatically increasing productivity and cutting operational costs.

Benefits in a nutshell+Harness crowd-wisdom to grow your bottom line.

Optimize field work-force efficiency by reducing travel time and cutting travel expenses

HormigaTM provides the most suitable solution for organizations in which only a small number of field employees are assigned to each geographic zone. By generating optimized daily routes based on crowd-wisdom and broad knowledge of the entire workforce, HormigaTM enhances performance, increases productivity and reduces operational costs. Equipped with optimized routes, real-time forecasted daily activities, and intuitive timelines and dashboards, employees manage their dynamic work schedules easily and efficiently.

If it’s measurable, you can improve it.

Transform an invisible workplace into a transparent arena to accurately monitor activities

HormigaTM uses Granular Activity Analysis – a performance-analytic tool that automatically captures a detailed snapshot of what is happening in the field during the course of each workday, analyzing work patterns and calculating individual averages.

+Happy customers, more business.Increase customer satisfaction and loyalty

by building professional teams

With Hormiga’s state-of-the-art mobile-workforce tools, organizations provide their customers with up-to-date information, such as accurate ETAs enhancing customer satisfaction and loyalty. With easy access to information regarding each work order, product and customer, employees arrive promptly at each destination and solve problems quickly and accurately. This increases first-time-fix-rates and reduces visit durations, while also eliminating calls to the office.

Share the treasure of knowledge.

Harness collaborative knowledge to save time and cut operational costs

Hormiga helps organizations retain and harness a vast amount of collaborative professional knowledge (link to Benefit 4) accessed by the entire organization, stimulating high-performance work-teams in sharing an esprit de corps, while saving time and continuously increasing efficiency and reducing costs.Such collaborative tools include operational knowledge of experienced field personnel, retained within the organizationand used for generating crowd-optimized routing. Insights and technical tips written by employees,

together with operational manuals, are shared among the entire workforce and accessed

easily by any employee viewing a work order, product or customer.

Established in 2003, Applicat has acquired over a decade of industry know-how and expertise and a consistent track record of providing innovative cost-effective and easy-to-use mobile solutions tailored to a broad range of industries, including: delivery, telecom, healthcare, insurance, finance, municipality, academia, high-tech and more.

Equipped with a genuine interest in, and understanding of business processes, Applicat‘s qualitative team of system engineers, marketers and developers provides high-end technological tools that drive organizations to become market leaders.

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About applicat

more about applicat

Applicat has recently leveraged its in-depth knowledge and expertise of mobile technologies to develop Hormiga – a workforce management solution aimed at helping field-service organizations reduce costs and maximize customer satisfaction, resulting in an overall increase in a company’s bottom line. By leveraging practical knowledge of the entire workforce, and by equipping field workers with best-of-breed mobile tools, Hormiga heightens employee efficiency, saving valuable time and resources. Moreover, Hormiga provides dispatchers and managers with high visibility of the field, to effectively monitor employee activities and evaluate performance, thereby further increasing productivity.

While other optimization tools are available in the marketplace, they are aimed mainly at completing maximum tasks with minimum resources, and are suitable for organizations that employ many field workers in each geographic zone. However, Hormiga’s unique optimization technology is the only solution truly suitable for service organizations that assign relatively few employees to each geographic zone, providing the highest ROI for this type of challenge.

Vision and missionApplicat’s vision is to help field service providers gain a competitive edge and leverage their productivity to become industry leaders.

The ability to update or retrieve information in the field in real-time, such as completing an asset report and sharing it with the entire organization within minutes, plays a crucial role

in efficient asset management, reducing troubleshooting time and costs.

Applicat provides the most suitable solution for organizations that assign only a small number of field employees to each geographic zone. The challenge of such companies is not who should perform each task, but rather – what is the optimal work order sequence of each employee that will yield the most productive workday?

Enabling organizations to easily connect with their employees, clients or partners, Applicat’s custom-designed mobile channels and innovative optimization tools offer a new standard of service in field-service organizations.

As a stakeholder in the success of each and every customer, Applicat’s mission is to help organizations provide the best possible service and the most advanced optimization tools for managing field workforces. This is achieved by fusing innovative technologies with cutting-edge mobile products and a scintillating intuitive graphical interface to create a dynamic user experience.

www.applicat.com | info@applicat.com | call +972-3-6487410

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