Your Enterprise Mobile Workforce Platform

Delivering on-demand functionality for mobile workforces and transforming the

customer experience

Problem – the customer experience is broken

The typical on-location delivery experience is linear and muddled

Operations Controller

Customer

Mobile Workers

Inaccurate Information

Out of Stock

Sub contractors

Running Late

Third Parties

Missed CallsFinished Shift

Wrong Address

Failed to Connect Out of Coverage

If you’ve ever wasted a day waiting for a tradesperson or installer, or felt completely in the dark about when a long-promised piece of work is going to carried out, then you will know the challenges of getting on-location service.

It’s also tough for the mobile worker if they don’t know where they should be, and equally inefficient for the dispatcher if they can’t schedule jobs because they don’t know who is available or if they have the right skills or training to do the job safely.

The traditional business model for mobile workforces has been a linear one with the operations controller at the beginning, the customer at the end and considerable muddle in the middle. Sometimes it can be literal fog with weather impacting on delivery. More often it’s the lack of a single picture of what’s going on and who is involved. The situation is made worse when there

are multiple parties (staff, contractors, sub contractors, etc) changing variables or complex workflows (where customer fulfillment requires certain activities happening in a certain order).

People have put up with the pain and confusion as they have had little choice. The muddle in the middle often ends up being fixed by inventive people not scalable systems. Overall its far from ideal.

In 2010 vWork started with a vision of transforming the customer experience of mobile delivery through a configurable online platform, which provides end-to-end visibility in real time. We created a configurable platform that removes the muddle in the middle and puts the customer at the heart of the process. Today that platform enables fifteen thousand jobs a day to be fulfilled seamlessly, in over 30 countries.

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vWork’s Enterprise Mobile Workforce Platform removes the muddle

vWork connects mobile workforces, customers, sub-contractors and the necessary IT systems, all in real-time.

Our platform transforms the customer experience of delivery, enabling companies with mobile workers to be efficient, safe and connected to customers - delivering an “On Demand” Experience. Rather than being based on a linear model, vWork puts the customer in the middle of the process, putting all parties on a common platform. The platform is both scalable and configurable. It’s

scalability means you can extend it to include multiple layers of controllers, workers or customers. It’s also infinitely configurable at each step, so you can tailor it to your needs.

This means the same basic platform can be customised to applications as diverse as public roading operations in the United Kingdom, city council operations in the United State or UFB installers in New Zealand.

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MobileWorkers

MobileWorkers

Customer Device

Customer DeviceCustomer

Device

MobileWorkers

Operations

vWork – a unique mobile workforce platform

vWork provides a unique full enterprise mobile workforce solution, engineered to deliver an on-demand experience to your customers, while integrating seamlessly with your existing technology and processes. Our technology bends to fit your needs, not the other way around.

vWork gives the benefits of a costly bespoke build, at a fraction of the cost and with the convenience of “turn key” implementation. Once the API has been connected between your system and vWork’s cloud servers, we simply switch you on and you are in business.

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The vWork platform has five defining features:

A fundamentally better customer experience Customers who can book online, get instant confirmations and pro-active progress updates are happy customers. vWork enables clear and real time communication from order taking to fulfilment, with desktop and mobile customer interfaces to sit within your system.

Highly configurable, easily integrated, low risk approachThe platform allows you to easily template your workflows for different job types, connect to the API then automatically push your jobs into vWork. Configure alerts and webhooks are used to update people and other software automatically. No need to rip out your systems.

End-to-end visibility of work and workers, in real-time Mobile workers, operations teams, customers, subcontractors and casual workers are all connected across common workflows. They get the updates they need triggered by events you define. Your organisation’s systems are kept up-to-date, in real-time.

Integrated Health and SafetyHealth and Safety processes are deeply integrated into the platform. It ensures workers are qualified, compliant and safe; while also allowing companies to know where their staff are at any time. vWork identifies hazards, incidents and accidents then triggers alerts to managers; helping manage the live situation while also providing an audit trail.

A more efficient business Well run mobile workforces earn more revenue per worker, reduce customer wait times and get repeat business. Businesses with real time data can manage their business to higher performance, optimising how work is allocated.

4

Integration Tools

Fully documented APIsIntegration with 3rd party platforms

Dev and test environmentsWebhooks

Works with company software

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Customer Tools

Online portalAvailability

OrderMap view

SMS messagingProgress updates

Photo & videoETA alerts

Signature approvalDefer job

Schedule/ dispatchHealth & safety

InvoicingMessaging

Data captureLive map view Job audit logs

Time & event reportingJob & workflow optimisation

Android & iOS appsOffline capabilityIn job navigation

Shift on/off Messaging Map view

Health & safety processesJob visibility

Scheduling/dispatch Alerts & quotesPhoto & video

Worker ToolsOperations Tools

SEND

vWork Tool Overview

vWork – a seasoned solution operating in 45 countries

vWork – a seasoned solution operating in over 30 countries. When you start using vWork you benefit from a system that has grown from enabling millions of jobs across 30 countries in industries as diverse as energy, construction, fibre cabling, local government, food and transportation. Here are three examples to help you understand how vWork adds value to organisations.

Case studies:

Southwest Highways, United Kingdom

South West Highways Ltd are a British highway repair company based in Devon.

Every day they receive hundreds of reports about road conditions needing repair and redress – from potholes to lighting and signage. They are contracted to respond and resolve these issues in as quickly as one hour, depending on the category of road.

Business Solutions Manager, Shaun Gibbins, told us about the daily challenges they used to face. “Before vWork, all we had were paper instructions. We didn’t have a clue what was completed which made making our contractual response times impossible. We faced several areas of frustration; no efficient planning, no real-time view of current outstanding issues and multiple visits to jobs.”

After surveying the market South West chose vWork because of its “mobile first” approach and the “turn-key” functionality. According to Shaun he’s got no regrets they made the best choice. “We got vWork operational with no fuss and immediately started reaping the benefits. Customers suddenly had total visibility as to what what going on, meaning they could tell us immediately when something wasn;t going to work for them, meaning a lot less work for us. Plus we can instantly see on the map where every one of our mobile repair teams are.”

McCarthy Transport LTD

McCarthy’s logistics operation covers most of the lower north island of New Zealand. Around 100 trucks transport over 4000 tonnes of logs per day. Log movements are planned the night before so they are ready when the drivers climb into their trucks at 5am. The schedule is then adjusted throughout the day as available stock and orders change, as well as variables like access and weather being considered. Coordinating a schedule across 100 trucks is hard so McCarthys approached vWork for help.

The combination of vWork’s end-to-end map view coupled with the ability to dynamically optimise work schedules on the fly, helped transform McCarthy’s approach to logistics. One hundred trucks spread across half an island, means being able to visualise their location and progress on a map is invaluable, as is the ability to zoom in on a truck and get a live update on the job being fulfilled. Likewise the ability to redistribute work seamlessly when issues or opportunities arise, with the driver becoming an active part of the allocation process is key in such a dynamic industry.

Today McCarthy’s use vWork to coordinate and allocate their entire schedule. Mobile workforce managers plan and schedule log movements in vWork’s web application. Drivers are equipped with a smartphone loaded with vWork, giving them their day’s schedule including details about each job and steps to be taken. Job progress is tracked and updates to the master schedule are made immediately. Armed with accurate information, dispatchers can then make adjustments where needed. vWork keeps all stakeholders on the same page with automatically generated emails and SMS messages.

Meanwhile the vWork platform is able to embed safety systems and reporting into McCarthy’s work processes,

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providing total visibility and reporting to officers of the company and meet the needs of the new Health and Safety Regulations.

Image Centre Group

New Zealand’s largest digital printer needed a software solution to replace arduous, manual processes. Managing teams of workers and third party contractors, they faced enormous challenges around visibility of workflow, communication and job updates, time capture and poor quality control around mobile picture capture. Integration with third party systems was also required so a flexible development partner was crucial.

They researched available options and finally made the decision to implement vWork as the platform for their digital business, Boston Digital. “We didn’t find any other solutions that came close to ticking off all the boxes” Zephyr Brown, Operations Manager.

Image Centre Group are NZ’s largest digital printer, with five other independent companies managed under the Image Centre parent company. These include a retail advertising agency and content marketing business, a digital communications agency, digital signage specialist and a video production house.Zephyr Brown, Operations Manager for Image Centre, needed to find a solution for their digital signage business, Boston Digital.

vWork delivered a solution that allowed ICG to better manage third party contractors across multiple client jobs. A key enabler here is vWork’s ability to provide full visibility for all parties, along with time capture of stages during the process and quality control via mobile picture capture. Full integration wiht third party systems was also key, so vWork’s flexible approach to partnering on development was key.

First Assistance

First Assistance is a multi-national company that specialises in travel and medical assistance, automotive

assistance, property and claims assistance. Operating in New Zealand since 1992, First Assistance’s core business uses an On Demand model helping customers in times of need, taking calls from all over the world, 24/7 without prior booking or notification.

When looking for a system to take them forward in the 21st century First Assistance reviewed a range of options including rewriting their existing software. In the end they made the decision to go with vWork because of the breadth of the API, the cost efficient and its smart phone focus.

First Assistance found that vWork enabled them to reducing the length of calls as a result of the total single view afforded to their operations controllers. This meant more calls can be handled in the same time frame, improving their level of service and increasing customer satisfaction – both of which are critical for long term loyalty and retention.

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Image Centre Group

Some of the challenges we faced before vWork included the inability to get Quality Control due to manually sending images via text or email not being linked to a job. We had to manually chase up contractors for updates on which jobs have been completed. And spreadsheets were not being updated leading to invoicing issues for clients and contractors.

Our typical business customer delivers their service via a mobile workforce of over 20 people. They have their own customers who may be individuals or other corporates who have their own end customers. Our customers often have downstream suppliers and subcontractors who they outsource work to. Or they have a mixed work-force of employees and contractors.

Our customers have their own workflows and ways of doing things. They need software that will work around them - not the other way around. They also need software they can configure/ modify to fit their changing needs. They know the world is changing and the mobile web has fundamentally changed expectations.

If this sounds like you, then we’d love to talk. If you like what you see then the next step is to run a discovery session to understand your business and any pain points you are experiencing. Then we can arrange a free trial of the vWork system to see if we can take that pain away.

For further information contact:

Colin WalkerBusiness Development Manager

For more information please contact the vWork sales team at: sales@vworkapp.com vWork - Delivering on-demand functionality for mobile workforces and transforming the customer experience

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Are you our customer?

colin@vworkapp.com

+64 27 8020209