Mobile Devices in the field – increased efficiency and customer satisfaction

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

Mobile Devices in the field – increased efficiency and customer satisfaction Who are Ergo?

Mobile Devices in the field – increased efficiency and customer satisfaction 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

Mobile Devices in the field – increased efficiency and customer satisfaction 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. The Business Need

Mobile Devices in the field – increased efficiency and customer satisfaction 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? Management Information Gap

Mobile Devices in the field – increased efficiency and customer satisfaction Hp iPAQ 6915 MS Mobile 5.0 – Push Bespoke software development O2 Data Network SalesLogix for Support Solution

Mobile Devices in the field – increased efficiency and customer satisfaction Messaging and Security Feature Pack for Windows Mobile™ 5.0 supports secure push delivery of Outlook information, including 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 Why hp 6915:

Mobile Devices in the field – increased efficiency and customer satisfaction 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

Mobile Devices in the field – increased efficiency and customer satisfaction 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

Mobile Devices in the field – increased efficiency and customer satisfaction 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

Mobile Devices in the field – increased efficiency and customer satisfaction 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 Ergo’s helpdesk management application and move onto the next task.

Mobile Devices in the field – increased efficiency and customer satisfaction What does this mean for field engineers?

Mobile Devices in the field – increased efficiency and customer satisfaction 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 What this means for field engineers

Mobile Devices in the field – increased efficiency and customer satisfaction 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 What this means for Ergo

Mobile Devices in the field – increased efficiency and customer satisfaction 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 The bottom line

Mobile Devices in the field – increased efficiency and customer satisfaction Any Questions?

Mobile Devices in the field – increased efficiency and customer satisfaction