pegaworld 2014 presentation: deluxe field service mobility – the xerox way
DESCRIPTION
Xerox, the world’s leading document management technology and services enterprise, wanted to better empower its front-line employees. By leveraging mobility technology from Pega, Xerox was able to enable more than 5,000 Customer Service Engineers (CSEs) to dispatch and close service calls, locate parts, research machine history, and update status calls all from a mobile application. The Maintenance Assist function of the app has revolutionized the way CSEs work, leveraging push technology that automatically sends diagnostic log data from the company’s newest multifunction printing systems right to the CSE’s smartphone. Most importantly, because Pega’s mobility platform handles all of Xerox’s data transactions, the application can effectively communicate with multiple backends, and optimizes performance through offline synchronization and store-and-forward queuing, which ensures that no information is lost – even if a CSE loses connectivity on the job site. These slides were used as part of a live presentation. Watch the complete presentation (with full video) at:http://www.pega.com/resources/pw-2014-presentation-deluxe-field-service-mobility-the-xerox-way‘?utm_source=ss’TRANSCRIPT
© 2013, Confidential, Pegasystems Inc.
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© 2014, Confidential, Pegasystems Inc.
Deluxe Field Service
Mobility – the Xerox Way
Gregg Bullen, Program Manager, Systems Strategy & Technology
3 3 © 2014, Confidential, Pegasystems Inc.
More than 140,000 people serving clients in 160 countries, and
generating over $22 billion in annual revenue, we are the world’s
leading enterprise for business process and document management.
Xerox Technical Services - US
• 4500 Xerox Customer Service Engineers in North America, Guam, Puerto Rico, and the Virgin Islands
• US Customer Service Engineers (CSEs) support 500 different products
4 4 © 2014, Confidential, Pegasystems Inc.
Xerox Mobile Timeline
In 1993 Xerox launched “Call Handling” software to enable our CSEs to connect to our mainframe to dispatch and clear service calls using a laptop.
• 1992 RPA sent call notifications to CSE pagers
• 1999 Nextel cell phone deployment
• 2001 Time & task studies
• 2003 Wireless call handling launched nationwide
BUSINESS CASE: • Eliminate CSE travel for connectivity • Reduce laptop setup and boot time
5 5 © 2014, Confidential, Pegasystems Inc.
Getting Started
In 2004 we “ported” the solution to the RIM BlackBerry, gaining a keyboard and ability to leverage multiple carriers for better coverage.
Carrier device support • Old solution porting costs for new devices
Users in US, Canada, and US Territories • Onsite travel not practical
• Short deployment window
• Workforce on the move
6 6 © 2014, Confidential, Pegasystems Inc.
Maintenance Assistant: A Crucial Component
In 2008 we were developing advanced remote machine diagnostic capabilities to send machine diagnostic information to the CSEs prior to going on site
• Quicker resolution time
• CSE arrives prepared
• Increases machine uptime
7 7 © 2014, Confidential, Pegasystems Inc.
First Antenna Mobility Deployment
WINGS I (2008) • Wireless Integration for the Next Generation Systems
• Antenna mobile platform supported all BlackBerrys
• Device application porting costs eliminated
• Enabled “Maintenance Assistant”
• 100,000+ transactions per day
• 50% improvement in call close on mobile device
– 90% of all service calls closed on the BlackBerry
“I have not used my laptop Call Handling since WINGS came out”
- Xerox Customer Service Engineer
8 8 © 2014, Confidential, Pegasystems Inc.
Second Antenna Mobility Deployment
WINGS II (2010)
• Integration to support new CRM platform
• Enabled launch of real-time scheduling
• Simultaneously supports legacy and current
backend infrastructure
Pegasystems’ mobile platform has transformed the way Xerox helps our customers by combining
information from many different back office systems into a single mobile solution.
9 9 © 2014, Confidential, Pegasystems Inc.
Xerox Mobility Transition – Today
WINGS III (2014)
• BlackBerry OS changing to QNX
– Leverages current BlackBerry infrastructure investment
• Flexibility to support multiple OSs
– BlackBerry 10
– Android
– Apple’s iOS
– Browser – Google Chrome
• Device agnostic platform
– HTML5 Hybrid
– Container architecture
– Offline capability (store and forward)
10 10 © 2014, Confidential, Pegasystems Inc.
The Pega Mobility Platform
Design Apps
RESPOND
Tailored Interactions Next-Best-Action
Systems of Record
Enterprise Backends
PRPC / Pega7
Integrate Pega AMP
Services Engine
Multi-Channel
ROI
Model Driven
Devices
Next-Best-Action
Manage
Apps
Connect
Native
Build Apps
Hybrid Responsive
Web
legacy
Usage
Users
Performance
Leverage Business Services
Guided Processing Next-Best-Action
Cases & Folders
Skill Based Routing
11 11 © 2014, Confidential, Pegasystems Inc.
How We Did It
Champion strategy
• Recruit champions from each geography
• Encourage interaction, solicit ideas
– Web based forum
– Surveys
• Provide WIIFM!
Test, test, test
• Validate solution in your own environment
• Maintain test environment
• Use champions prior to launch
12 12 © 2014, Confidential, Pegasystems Inc.
How We Did It
Hassle-free support strategy
• One phone number to call
– Leveraged existing helpdesk number
• Helpdesk training
– Engaged Helpdesk early in the project
– Train onsite if possible
• Escalation process
– Provide level 2 and 3 support
– Follow-up is absolutely critical
13 13 © 2014, Confidential, Pegasystems Inc.
Results Say it All
Key results include:
• Eliminated application porting costs
– Funded WINGS I
• Broken call reduction
– “Maintenance Assistant” machine data
• Enabled real-time scheduling
– Optimization based on real-time CSE updates
– Calls closed immediately upon completion
– Management dashboard
© 2014, Confidential, Pegasystems Inc.
QUESTIONS & ANSWERS