Field Force Mobility Optimizing the Field Forces Hanover, CeBIT 2005

© Siemens CeBIT Your Challenges … Easy access to enterprise data and services from anywhere Optimal route planning, reduced journey time Flexible resourcing, transparent status tracking Increase service quality and productivity with decreasing budget Why Siemens? Why Siemens?

© Siemens CeBIT Scenario Highlights HiPath Field Force Mobility Field force automation out of one source An anywhere seamless integration of your mobile workforce into your IT processes leads to more transparency Standard based, scalable solution that fit business need Why Siemens? Why Siemens?

© Siemens CeBIT Scenario: Situation Today  Dispatcher informs service technician by phone.  Service technician forgets address.  Telephone link is disconnected repeatedly.  Incomplete transmission of tasks.  Repeated enquiries at scheduler.  Confirmation at head office by phone.  Using Paper.  Double-recording of job activities, material ordering.  No workflow control and transparency of process. Key Points  Using Paper  Intransparent process  High communication costs through permanent phone calls  Competitive pressure  Delayed invoicing  No status tracking Why Siemens? Why Siemens?

© Siemens CeBIT :35Customer reports a fault. 15:41Dispatcher assigns new order to technician. 15:42Order checking through technician. 15:43Technician accepts order and confirms. Travel to customer site 16:30Confirmation and tracking of travel. 16:45Assessment and confirmation of repair time. 16:46Dispatcher receives feedback. 17:30Report activity including fault description and listing of used materials. 17:45Electronic signature of customer for confirmation of completed repair. 17:50Return job-related data to back-end system. End of work. Back-end system processes information and draws up invoice for the customer. Scenario: Solution Tomorrow Key Points  Ready for being paperless  Increased process control  Less media changes lead to more efficiency  Immediate invoicing  More flexibility in dispatching  Increase of customer satisfaction Why Siemens? Why Siemens?

© Siemens CeBIT Scenario Configuration HiPath Field Force Mobility Sales orders Service orders Trouble Tickets Voice and data communication, Controlling of orders and related information* Technicians Sales Service-Center Services Managing ressources, skills & logistics Security Consultants Planning and dispatching *Security aspects, click hereArchitecture overview, click here Why Siemens? Why Siemens?

© Siemens CeBIT HiPath Field Force Mobility Functional Architecture Mobile Client Communication Server PIM Services push Directory Services Unified Messaging Text to Speach Click to Dial Software-Mgmt Disaster Recovery Backup & Restore Dispatching System Ressource Skills Routes etc. Ticketing System Customer request synchronization PIM& Web-services Voice communication Software management Customer IT Back Office ERP-/CRM IT- Environment HiPath Firewall VPN-Access GSM/GPRS UMTS WLAN IPSec Tunnel HiPath ProCenter Why Siemens? Why Siemens?

© Siemens CeBIT h Your Benefits  Productivity increase  Decrease of operational costs  Increase of service quality (Fault minimization)  Shorter reaction time of service management  Differentiation feature in the market  Better controlling instrument  Basis for new markets und services Why Siemens? Why Siemens?

© Siemens CeBIT Covering all vertical industry markets Services/Logistics Public/Health/Education US ARMY ? Media/Communications Industry/Retail Insurance/Banking Why Siemens? Why Siemens?

© Siemens CeBIT Customer Reference – Siemens more than mobile field workers Solution Challenge  Higher productivity due to an end-to-end mobile process  Improved customer satisfaction  Increased transparency for faster reaction time  Improvement of cash flow due to faster invoicing  Decreasing assets, by the use of smart devices  Creation of a new end-to-end business process to manage field staff  Dispatching with integrated status-tracking in real-time  Optional integration of add-ons like route optimization, localization  All information and communication services on one mobile device  Voice communication and , fax, intra- and internet services  Basic software-upload and backup through memory card Service head:  Customer and employee satisfaction  Quality and transparency of the process CIO:  End-to-end design & integration of new mobile technologies Complexity of Implementation.  Increase ROI and lower TCO  Cost pressure Benefits s Why Siemens? Why Siemens?

© Siemens CeBIT Mobile Business Savings - References Siemens Mobile Field Service achieves  15 % improvement in contact center headcount  2% field force productivity increase  >60% reduction in mobile calls into the call center and  increasing,  5% improvement in inventory and asset management AEM Gas, Milan, Italy,  Increase of 30% productivity thanks to a more efficient team management. Mobile Police Carabinieri, Italy, manages the tasks and  Reaction time reduced by 70% Why Siemens? Why Siemens?

© Siemens CeBIT Mobility Solutions Project flow of Field Force example Analysis Design Realization Integration Validation Rollout Operation Support  Purpose  Process Analysis  User Requirements  System Architecture  Security Concept  Technical Configuration  Implementation Planning  Installation of Components  Client Prototyping  System Integration  System and Security Testing  Rollout Planning  Piloting  Adaptation after Piloting  User Training  Rollout  Change Management Project Management  Maintenance / Transmission Securing  Operating – User Hotline – Networking Security – Software Updates – Device Management  System Optimization  Optional: Solution Operating Why Siemens? Why Siemens?

© Siemens CeBIT HiPath Field Force Mobility Security Business- / IT-ressources Protect „block the bad guys“ Involve „support the good guys“ Security strategy „find the loopholes“ Security analysis & consulting Risk management Security workshop Business continuity Communications security Secure remote access Content security Anti Virus Firewall/VPN Identity & access management Access rights management Password management Identity & Authorization Smart Card Support Application support Smart Card Personalization, management Why Siemens? Why Siemens?

© Siemens CeBIT Solution Highlights HiPath Field Force Mobility Highly efficient online field force processing The right information anywhere and anytime Consult, Build, Support, Manage and Educate everything from one hand Why Siemens? Why Siemens?

© Siemens CeBIT Why Siemens? One customer approach End-to-end solution in a fragmented market  From a concept to the operation  Out of one source Vertical experience  Transport, utilities, industry and other Enterprises all over the world use the experience of Siemens mobile solutions with significant economical success. Mobile Kommuni- kation im Service

© Siemens CeBIT HiPath ComScendo HiPath ProCenter HiPath OpenScape HiPath MobileOffice Business Applications HiPath MetaManagement and HiPath QoS HiPath SIcurity IP Infrastructure Business Applications Common Application Platform HiPath Servers & Gateways HiPath Ready - Certified Applications Other Applications Huawei HiPath - Total Business Communications Components optiClients, optiPoints and Portals

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