Presentation on theme: "Presented by: Glenn Servis Senior Director, IT. Toshiba America Medical Systems Snapshot Headquartered in Tustin, CA Manufactures and services diagnostic."— Presentation transcript:
Presented by: Glenn Servis Senior Director, IT
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)
Business Drivers for Mobility Easy access to customer and inventory information from the field Improved Inventory management Better metrics for measuring service activity Reduced costs and administration for device management Real ROI Sustain customer service leadership
The Before Picture Customer calls Assist Center pages CE CE calls customer to get information on problem CE calls Assist Center (again) to check inventory Service calls debriefed on laptop Inefficient process! Back and forth communication via pager and phone
The Solution Comprehensive field service management application. Automates, optimizes, and drives business- critical processes where it's needed the most - at the point of service. Worlds leading mobile communications device platform and solution of choice for real-time enterprise deployments. The largest digital wireless voice and data network in America. Serving 95% of Fortune® 100, 80%+ of Fortune® 500, over 1,200 government agencies.
The After Picture Customer calls Assist Center pages CE CE calls customer to get information on problem CE calls Assist Center (again) to check inventory Service calls debriefed on laptop Greater Operational Efficiency! Back and forth communication via pager and phone X Information is sent directly to the BlackBerry device X CE accepts/rejects call w/o calling the assist center XX Everything is done on the wireless device – Parts can be looked up on the spot, and the CE can also look at another engineers inventory to check stock. CE debriefs right on the device and enters time, expenses, parts used, etc.
Increased CE productivity Business Results 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
Reduced costs; Better operational efficiency Business Results 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
Improved quality of information in system Business Results Reduced delays in recording CE work activity Greater data integrity; entered at job site Tracking whereabouts of field personnel Better reporting; improved metrics/dashboards
Higher customer satisfaction Business Results 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