Presented by: Glenn Servis Senior Director, IT Thank you __________________ Good afternoon, today I will share with you our experience at Toshiba America Medical Systems implementing a mobile field service application.

Toshiba America Medical Systems Snapshot Headquartered in Tustin, CA Manufactures and services diagnostic equipment such as MRI, CT, Ultrasound, X-Ray and Vascular technologies 500 Customer Engineers (CEs) nationwide 98% uptime guarantee 2-4 hour response time (on-site visit) Toshiba America Medical Systems (TAMS) has it’s US headquarters in southern CA, we market, sell, and service diagnostic imaging equipment to hospitals and imaging centers in the US. 500 Customer Engineers (CE) nationwide We offer many of our contract customers a 98% uptime guarantee, typically our CE’s are on site within 2-4 hours It is important that we continue to make improvements in our field service operations, and extending our application to a mobile device made a lot of sense.

Business Drivers for Mobility Better metrics for measuring service activity Easy access to customer and inventory information from the field Improved Inventory management Reduced costs and administration for device management Sustain customer service leadership Easy access to customer and inventory information from the field We wanted the CE to have all the information they needed to support customer without having to contact the call center or without connecting their laptop to our network. Better metrics for measuring service activity The focus was to collect work activity on site, this would allow us to build service dashboards to drive improvement Improved inventory management Here the objective was to improve the parts ordering, and to expedite the return of service parts Reduced Costs & Administration for device Management We wanted to move away from employees purchasing phones and expensing their monthly bill to a centralized program that allows us to better manage these services. Sustained customer service leadership It is important to Toshiba that we receive top ratings in customer satisfaction Mobility allows us to respond to the customer needs quickly Real ROI Improvements in the overall efficiency of the call center operations, work order processing and inventory management has made the project a success Real ROI

Back and forth communication The “Before” Picture Customer calls Assist Center Assist Center pages CE CE calls customer to get information on problem CE calls Assist Center (again) to check inventory Back and forth communication via pager and phone Inefficient process! Service calls debriefed on laptop The before picture is the typical call center and field engineer interaction with many telephones conversations and paging to transact business. Go through the slide animation Inefficient Process

The Solution The largest digital wireless voice and data network in America. Serving 95% of Fortune® 100, 80%+ of Fortune® 500, over 1,200 government agencies. Automates, optimizes, and drives business-critical processes where it's needed the most - at the point of service. World’s leading mobile communications device platform and solution of choice for real-time enterprise deployments. Our solution required working with a few key vendors. We partnered with AT&T to provide devices, competitive voice & data plans, centralized procurement & billing. We used the Antenna Software solution to build the mobile device application and the integration to our field service CRM application We selected the Blackberry device because of it’s ruggedness, quality, battery life, and integration with our internal email system. Amdocs Clarify is the current field service application that we integrated with the mobile client. Comprehensive field service management application.

Back and forth communication The “After” Picture X Information is sent directly to the BlackBerry device X CE accepts/rejects call w/o calling the assist center Customer calls Assist Center Assist Center pages CE CE calls customer to get information on problem CE calls Assist Center (again) to check inventory Back and forth communication via pager and phone X Everything is done on the wireless device – Parts can be looked up on the spot, and the CE can also look at another engineer’s inventory to check stock. CE debriefs right on the device and enters time, expenses, parts used, etc. Greater Operational Efficiency! Service calls debriefed on laptop Key Message: Mobile solution allows the CE to complete their work without contacting the call center or connecting their laptop to our network. The CE receives work order information on the Blackberry, this includes the customer contact information and a description of the problem. The CE can accept/reject the call immediately; this has reduced the call escalation. Once on site, the CE can access inventory data, check ‘trunk stock’ inventory of other CE or order parts in necessary. When the work is complete, the CE will debrief their work activity on the device, then close the work order. Greater Operational Efficiency Another benefit of using the Blackberry is that the CE can enter their work activity even when there is not cellular service (inside the hospital imaging room) and the data is stored on the Blackberry until there is cellular service, then the data is sent.

Business Results Increased CE productivity Receive information on device to quickly respond to assignments Reduced CE calls to Assist Center Send/receive email Order parts, request service report, and debrief work all on device Business Results of our mobility solution is organized around four themes First, Increased CE Productivity

Business Results Reduced costs; Better operational efficiency Reduced delays in recording parts used Case closure time reduced from 13 days to 7 Accelerated invoicing Centralized billing saved administrative time and costs in processing expense reports

Business Results Improved quality of information in system Reduced delays in recording CE work activity Greater data integrity; entered at job site Tracking whereabouts of field personnel Better reporting; improved metrics/dashboards

Business Results Higher customer satisfaction Reduced customer hold times from 50 to 20 seconds in Assist Center Decreased number of escalated service calls Faster customer response times; more informed CEs Turn back over to __________________ Thank you.