FIELD FORCE AUTOMATION By: Sierra Wireless Application: Field Force Automation Customer: Telus (BC Tel) Product: SB220 OEM Challenge: Prior to the wireless option, Telus' field staff was using standard telephone lines to call the dispatch system to advise status of existing jobs and receive information on new jobs. At the completion of each job, they would dial into the dispatch system and listen to details on next job and possible bulletins announcements. A problem encountered was the inconvenience of locating a telephone line and also getting through to the dispatch system. Time was spent on locating a landline and accessing the dispatch system. Telus realized the shortfalls and sought for an optimal way to improve on the 1.6 million service calls received annually. Several options were sought, but at the conclusion, the Itronix laptop with the SB 220 which offered multi-mode access - wireline, Circuit-Switched Cellular (CSC) and Cellular Digital Packet Data (CDPD) was chosen. Solution: Convinced that wireless options would be advantageous for Telus' field service and its 1,400 staff, 900 Itronix laptops were purchased. The Itronix laptops weigh 6.5 lbs., offering a ruggedized solution, environmental protection and longevity in its product and parts support. The unit's appearance is unique making it easier to distinguish from other common looking laptops thereby reducing losses and theft. There are both wireless cellular and wireline voice support built in for outgoing calls. Of the 900 laptops, 500 are equipped with the SB 220 modem, which conveniently accesses the three communications networks - wireline, Circuit Switched Cellular (CSC) and Cellular Digital Packet Data (CDPD). Depending on the circumstances, the modem allows the user to select any of the three options for wireless data transmissions. Since implementation, the field staff has realized several wireless solutions with their portable laptops. The main advantage is the convenience of contacting the dispatch system to download information on new jobs and file completed assignments - all wirelessly without the need of a landline. A typical situation now occurs when s/he completes the order and timesheet on the laptop with the built-in modem, sends wirelessly through the selected cellular network, downloads the job completion information to the host system, which then sends the next job back to his/her wireless enabled laptop. Ultimately, this convenience has given the staff more time to spend with their customers. Telus also accesses the database for information services, like inventory, customer records and purchase order status. The field staff can give customers pricing information on telephone rates, monthly billings and schedules for service. When customers confirm their orders, the field staff enters the request and completes the order form at the site. In addition, wireless messaging/email allows for frequent communication on jobs, broadcast messaging and access to "expert" information. The field staff are using the network for enterprise e-mail, Intranet, World Wide Web access and faxing. In using the automated dispatch and tracking system, the field staff would receive continuous information on service calls. The outcome is more service calls per day and appropriate allocation of resources to the call, thus reducing fleet and staff costs. With real-time access to information and people, they would make fewer follow-up service calls. As their information is sent to them live and up-to-date continually, the information is dependable and they can plan their work more efficiently. While at the job site, they can access the corporate database for various queries. When a problem arises, they can access logs and reports to decrease trouble-shooting time and consequently increase performance results and increase customer satisfaction. The units support wireline voice for built-in phone support or wireless cellular voice for built-in cellular phone capability. Prior to implementing the wireless units, the field staff had to locate a landline to call the dispatch systems for job status and new jobs information. The built-in phone capability decreased their time searching for phone lines. Field staff services different clientele: residential, small businesses and complex business organizations. However the wireless solutions remain the same - efficient data management with remote access. The financial results are difficult to quantify, however a Telus business case study has shown an increase in productivity of ½ hour daily per staff member who operates the laptops. With potentially 900 units being used in 1998, this results in a potential 112,050 hours of increased annual productivity for the entire field service staff. With access to multi-mode communications network, Telus is using the Circuit Switched Cellular option for present operations. Telus is also employing the CDPD option and have verified significant cost savings transferring the whole field services staff to CDPD for most applications. A CDPD implementation plan is scheduled for the remaining units. "CDPD reduces the upload/download time from 2-3 minutes to 10-20 seconds - that is great!," comments a Telus field service technician.