1. Enhancing Field Service Support in CRM Systems with LBS Computer Science and System Engineering Department University of Zaragoza (Spain) J.A. Bañares P. Álvarez R. Béjar S. Blasco P.R.Muro-Medrano J.A. Bañares P. Álvarez R. Béjar S. Blasco P.R.Muro-Medrano

2. Index 1. Location in CRM 2. Strategy to incorporate LBS in Field Service for different users 3. Java Components Based Architecture

3. Customer relationship management Customer relationship management solutions (CRM) are software applications that allow companies to find, grow and retain customers. Include: Call centres Sales Tracking Transaction Support 1.Location in CRM

4. Field Service Schedules for the technicians who perform services at customer sites Managing field service orders and technician assignments Improve the efficiency of internal or third- party field service organization. 1.Location in CRM

5. Linking virtual information with the real world Location is an ubiquitous ingredient in information systems Fundamentally important to business Location 1.Location in CRM

6. Use of GIS in Analytical CRM Location Information within sales and marketing activities Analytical Use of GIS functionality to manipulate spatial data 1.Location in CRM

7. Web Field Service Gives support for contact field service technicians through mobile communications 1.Location in CRM

8. Location Devices 1.Location in CRM

9. GIS and LBS in CRM GIS and Location-Based Services provide important functionality to CRM Location-based services Any service or application that use location based information through Internet or mobile phones Net-enabled, available to anyone, anywhere, anytime, on any device Use location and mobility of devices in real-time 1.Location in CRM

10. Use Cases of LBS in Field Service 2. LBS in Field Service Internet 1 2 3 4 1 2 3 1 2 1 2 3 4 2 4 1 Field personal (Web Field Service) Service Manager (Field Service) Vantive DataBase Service Requests Service Order Reception Designation of Field Technicias for Service orders Service Orders Service Information Service Orders Location Notifications State change notifications Service Order Request WMS LBS Web

11. Platform to provide LBS Presentation Tier Application TierData Tier Java Bean & Java Components cluster Middle Tier Map Server Geocoder TrackingComunications Internet LBS JGISView Vantive DB GeoData DB Java App. LBS Web Server JSP Engine WebField Service WebField + LBS VanAPI (Java) HTTP Wap Wireless Internet Wired Intenet Vantive System Field Service iwServer RPC 2. LBS in Field Service

12. Visualization (Web Map Server) 3. Java Components

13. Web Map Clients HTML, Java Applet, JGISView application 3. Java Components

14. Real Time Data Acquisition Radio Component GPS Component 3. Java Components

15. Geocoder Transforming textual terms in a location 3. Java Components

16. Catalog Discovery Services Database Off-line Data Quality Check Web Server WWW Web Search Services Catalog Management Database Discovery Services OpenGIS

17. Conclusions & Future Work The integration of location-based services and GIS functionality in Vantive Field Service applications as a set of Java components Future work Incorporate LBS service in the rest of Vantive CRM modules Incorporate easily customizable LBS in Vantive applications. Conclusions & Future Work

18. The End Computer Science and Sytems Engineering Department Labortory of Advanced Information Systems (IAAA) http://iaaa.cps.unizar.es e-mail: iaaa@ebro.cps.unizar.es Telephone: (34) 976 761950