omnitracker self service portal & mobile client for field engineers
TRANSCRIPT
Redesigned OMNITRACKER Self-Service Portal
&
Mobile Client for field engineers (use case)
15 October 2015, Brussels
OMNITRACKER Customer Day 2015
Agenda
1. Self-Service Portal
Introduction
OT Self-Service Portal
Redesigned OMNITRACKER Self-Service Portal
2. OMNITRACKER Mobile Client
Introduction
Use case: DETRON ICT Groep
Conclusion
3. Q & A
Introduction
Self-Service Portal
Self-Service
What is Self-Service?
Self-Service Portal
What is a Self-Service Portal?
“A self-service portal is a website that enables users—whether they are
customers, employees, suppliers, or partners—to perform high-value
transactions, from simple account updates to paying bills, managing
support tickets, and more.”
Broad concept which is not only limited to IT
Could receive a larger focus in IT environments
Service Desk entry points (registration)
Traditional 3 entry points:
Tele
phone • Unstructured
• Registration is time consuming forService Desk (SD)
• Low end-user preparation
• Limited control
• Classification by SD
• Only business hours
• Direct interaction
• Urgent issues
Ma
il • Unstructured
• Less registrationactions required fromSD
• Medium end-user preparation
• No control
• No classification
• 24/7 available
• No direct interaction
We
b S
elf-S
erv
ice
Port
al • Structured
• No registrationactions required fromSD
• High end-user preparation
• Full control: enforceddata input
• Classification
• 24/7 available
• No direct interactionrequired
Service Desk Entry points (cost per ticket)
Ticket registration ‘cost’:
All 3 options have their advantages
Best-practice is to offer all 3 options
We advise to promote as much as possible the usage of the web Self-Service Portal
High
Medium
Low
Telephone
Web Self-Service Portal
Typical Self-Service Portal actions
Why a Self-Service Portal?
24/7 availability
Flexibility & control
Offload 1st line
ReducedCosts
Empowered End-Users
IncreasedCustomer
Satisfaction
Betteroverall Service quality
Always available
Creation of forms is
under your control
Mandatory fields
Tel calls are always
treated as prio 1
Peaks can be managed
Focus on their core tasks
More time & budget
Involvement
Create tickets
Check Status
Happier customers
Some advice / trends
Important that a user sees the added-value (customer experience)
30” rule: fast, clear and easy ticket registration
Educate and stimulate your end-users/customers
End-user does not think in processes or technology (fast & easy ticket registration)
Speak language of the end-user
Shared Service Center: one single SSP for IT, Facility, HR, etc…
Cross-platform availability (mobile)
OT Self-Service Portal
OMNITRACKER
Standard OMNITRACKER Self-Service Portal
ITIL v3 2011 differentiates
between:
Support (incidents)
Services (service requests &
service catalogue)
OT Self-Service Portal
‘Shop’: specific for customers
who have the Stock & Order
Management (SOM)
Application
Out-of-the-box OMNITRACKER (previous SSP version)
Redesigned Self-Service Portal
OMNITRACKER
Redesigned OMNITRACKER SSP
Redesigned OMNITRACKER SSP
Redesigned OMNITRACKER SSP
Tile-based redesign
Standard as from
OMNITRACKER ITSM v5.7
Redesigned OMNITRACKER SSP
Ticket overview
Redesigned OMNITRACKER SSP
Ticket creation
Redesigned OMNITRACKER SSP
New ITSM application out-of-the-box integrates an IT Web Shop
Redesigned OMNITRACKER SSP
Help
Redesigned OMNITRACKER SSP
From technical point-of-view:
Advanced web gateway
features (OT 10.5, Nov 15)
HTML (xslt) shell around the
OMNITRACKER core
CSS adaptations
New images
Redesigned Self-Service Portal - Future
OMNITRACKER
Future
Each new core version adds new web functionality
E.g. OMNITRACKER v10.7 will specifically focus on further GUI
enhancements, usability & ease of configurability
Future focus on topics such as:
Task integration (as explained in BPM session today)
Automation (as explained in BPM session today)
Mobile integration
Etc…
Use-case
Mobile Client for field
engineers
Mobile Client
OMNITRACKER Mobile Client
Available in beta version as of OT 10.4 onwards
Officially supported as of OT 10.5 onwards
Details covered during a Breakfast Seminar
Some customers already started implementing in 10.4
Mobile Client
OMNITRACKER Mobile Client
2. Web Portal functionality (for Field engineers)
2 main utilization domains:
1. Self Service Portal functionality (for end user support)
Mobile Client for field engineers
Use Case: Mobile Client(Pilot Phase)
Detron
Detron
Allround ICT Service Provider (NL) with a strong focus on the Mid and Enterprise Market
Detron performs interventions at customers site:
1. It is important to provide the engineer with the intervention data
2. It is important that engineer logs the needed data (for invoicing):
a) Travel time
b) Working time
c) Time Departure at Customer
d) Spare Parts used
Mobile Client is an ideal registration tool for the field engineers
Detron: Use Case
Implementation
Detron: Use Case
Implementation
Detron: Use Case
Implementation
Detron: Use Case
Implementation
Detron Mobile Client
Detron Mobile Client
Detron Mobile Client
Detron Mobile Client
Detron Mobile Client
Roadmap for Detron
Signature by Customer on the mobile device
After signature, print invoice (via Crystal Reports)
Mobile Client
Conclusion
Engineer has all necesary data by hand, can do his own manipulations
Via the Mobile Client it is very easy to register all needed data
All administrative work is done when leaving customer
Less administrative burden at the end of the day
Additional Activities/work orders are immediately visible for engineer and office
Real-time stored in the OMNITRACKER DB, immediately visible plus office is triggered
Better communication to engineer, office and customer
Sign Off is done by customer at the end of the visit:
Less discussions afterwards
Faster invoicing
Questions ?
Thank you for your attention!
OMNINET
OMNINET GmbH
D-90542 Eckental
[email protected] – http://www.omninet.de
OMNINET Austria GmbH
A-1010 Wien
[email protected] – http://www.omninet.at
OMNINET Technologies NV/SA
B-3018 Leuven
[email protected] – http://www.omninet.be
OMNINET Nederland
NL-2517 Den Haag
[email protected] – http://www.omninet.nl
OMNINET Russia
RUS-Moscow 121099
[email protected] – http://www.omninet.ru
OMNINET GmbH (Schweiz)
CH-8808 Pfäffikon
[email protected] – http://www.omninet.ch
OMNINET USA
US-New York, NY 10011
[email protected] – http://www.omninet.biz