1. 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.

2. 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.

3. 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

4. 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

5. 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 system.
Amdocs Clarify is the current field service application that we integrated with the mobile client.
Comprehensive field service management application.

6. 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.

7. Business Results Increased CE productivity
Receive information on device to quickly respond to assignments
Reduced CE calls to Assist Center
Send/receive
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

8. 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

9. 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

10. 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.