Presentation on theme: "Presented by: Glenn Servis Senior Director, IT"— Presentation transcript:
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, CAManufactures and services diagnostic equipment such as MRI, CT, Ultrasound, X-Ray and Vascular technologies500 Customer Engineers (CEs) nationwide98% uptime guarantee2-4 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) nationwideWe offer many of our contract customers a 98% uptime guarantee, typically our CE’s are on site within 2-4 hoursIt 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 metricsfor measuringservice activityEasy access tocustomer andinventory informationfrom the fieldImprovedInventorymanagementReduced costs andadministration fordevice managementSustain customerservice leadershipEasy access to customer and inventory information from the fieldWe 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 activityThe focus was to collect work activity on site, this would allow us to build service dashboards to drive improvementImproved inventory managementHere the objective was to improve the parts ordering, and to expedite the return of service partsReduced Costs & Administration for device ManagementWe 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 leadershipIt is important to Toshiba that we receive top ratings in customer satisfactionMobility allows us to respond to the customer needs quicklyReal ROIImprovements in the overall efficiency of the call center operations, work order processing and inventory management has made the project a successReal ROI
4 Back and forth communication The “Before” PictureCustomer callsAssist CenterAssist Centerpages CECE calls customerto get informationon problemCE calls AssistCenter (again) tocheck inventoryBack and forth communicationvia pager and phoneInefficientprocess!Service callsdebriefed on laptopThe before picture is the typical call center and field engineer interaction with many telephones conversations and paging to transact business.Go through the slide animationInefficient Process
5 The SolutionThe 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 applicationWe 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” PictureXInformation is sentdirectly to theBlackBerry deviceXCE accepts/rejectscall w/o callingthe assist centerCustomer callsAssist CenterAssist Centerpages CECE calls customerto get informationon problemCE calls AssistCenter (again) tocheck inventoryBack and forth communicationvia pager and phoneXEverything 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.GreaterOperationalEfficiency!Service callsdebriefed on laptopKey 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 EfficiencyAnother 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 assignmentsReduced CE calls to Assist CenterSend/receiveOrder parts, request service report, and debrief work all on deviceBusiness Results of our mobility solution is organized around four themesFirst, Increased CE Productivity
8 Business Results Reduced costs; Better operational efficiency Reduced delays in recording parts usedCase closure time reduced from 13 days to 7Accelerated invoicingCentralized 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 activityGreater data integrity; entered at job siteTracking whereabouts of field personnelBetter reporting; improved metrics/dashboards
10 Business Results Higher customer satisfaction Reduced customer hold times from 50 to 20 seconds in Assist CenterDecreased number of escalated service callsFaster customer response times; more informed CEsTurn back over to __________________Thank you.