aranda-field-service-producto

Aranda
Field Service

Let your company always have the correct specialist
available to serve a field service

This solution allows controlling the life cycle of the orders and administer the services in their entirety: from programming to execution and closing.

Automatically assign a field manager, learn the characteristics of the case being processed from a mobile device, verify the spare parts or configuration items needed to provide the required assistance and effectively resolve the workorder.

Aranda Field Service is a geo-referencing application that allows you to increase the productivity of your company thanks to an optimal management of service requests with a timely response from a specialist in the field, which translates into the provision of an efficient customer service and considerable cost reduction.

When a service request is made, the workorder is generated manually or automatically, when doing this last form, the system assigns it based on these configurable criteria: Close to the site that requires the service, specialist knowledge Required, the availability of the people necessary to solve the case, transfer costs, as well as the levels of service agreements (or SLAs).

This solution not only allows you to track the location of the field staff, it also shows the status of the order: whether it is open, in process, waiting or closed. Each of the service states is identified with a different color, facilitating its consultation and monitoring. The system allows to easily obtain reports of costs of service attention based on the distances traveled. That is, according to the movements made by each specialist to solve a case.

The field staff only requires a smartphone (with Android or iOS operating system) to access the application and find workorders to run and on the route set.

Aranda Field Service integrates with solutions such as Aranda Service Desk and is aimed at companies from all sectors that require services and support on-site customer service. It is ideal for companies that provide outsourcing services for IT, telecommunications and public services, among others.


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Benefits
  • The powerful AFLS engine allows you to optimize the order allocation of your company, finding the right specialist to solve an order.
  • The specialist mobile console is very intuitive and easy to use. There is no place for mistakes, inform the order to go and how to get there.
  • Configure the allocation with respect to the parameters of your business. The engine is completely parameterize taking into account criteria of cost savings, SLAs compliance and customer satisfaction.
  • Manage the entire life cycle of your orders.
  • Centrally monitor your operation based on the geolocation of the specialists. Know in real time if they are in the right place.
  • Aranda Field Service integrates with Aranda service Desk and LDAP natively. It includes a strategy of events and information that can be accessed to update any other platform.
  • Have enough information through the alarms to know SLAs compliance.
Features

New and improved assignment engine: The assignment engine has been redesigned, improving the order programming system created for field technicians. The following options have been defined so the administrator can configure to improve the performance of the engine according to the preferences and objectives of the business.

  • Business rules: With this configuration you can obtain the best benefit for your business by optimizing the application resources according to the interest and operation of your organization, based on the following variables:
    . Cost
    . Displacement
    . Abilities
    . Fulfillment
  • Time range: Select the response time that will be given to workorders by optimizing the automatic allocation resources to the maximum under the following parameters:
    . Maximum optimization of the field work: The workorders will be taken care by taking full advantage of the service’s attention.
    . Time Range: Here the orders will be programmed within the next X days, optimizing their assignment every day.
    . Journey: Jordanian is selected in which cases will be assigned, either in the morning or in the afternoon.

Parts Management: List the necessary parts for the repair and solution of a workorder in the field. Manage in a basic way the list of spare parts used by the company and in this way associate them with the services or the workorders in particular.

Services: Manage the services provided by the company. To this end, service level agreements for each of the customer profiles (gold, silver and bronze) as well as the service execution time are identified.

In order to allocate adequate resources to solve workorders, the services are configured with a set of skills that must be met by the specialists who will give you a solution.

A service may include a set of base parts. In this way, when creating a workorder for this service, the parts will be directly associated with the workorder.

SLA Management: Each of the services configured within the Aranda Field Service can be set up for attention, solution and execution times in three different categories: For customers marked as important, standard or low priority (gold, silver and Bronze) for the business.

Customer Management: The Field Service customer is provided with the services provided by the business. A customer belongs to a company and can only demand the services configured for it. However it is possible to override service agreements to give priority and better times to particular customers.

Each client is georeferenced, this information allows the creation of workorders in an agile way, indicating to the specialist where he has to go to provide the service.

Management of Companies: The administrator can manage the companies to which they can be given a service. A company belongs to a group of customers.

The definition of a company specifies the services to which it can have access, as well as its profile (gold, silver and bronze) to define service level agreements.

Customer Management: The Field Service customer is provided with the services provided by the business. A customer belongs to a company and can only demand the services configured for it. However it is possible to override service agreements to give priority and better times to particular customers.

Each client is georeferenced, this information allows the creation of workorders in an agile way, indicating to the specialist where he has to go to provide the service.

Server Performance: Ability to limit how much processing the server mapping engine can consume.

Non-Labor Days: Now in the tool you can enter the information of non-labor days of the year.

Transportation Cost: Set the assigned cost for each of the means of transport defined. These will allow you to calculate the routes and time in a more accurate way. This is how a walking agent can have a different route to an agent in a vehicle, due to the direction of the streets or pedestrian crossings. Each transport medium has an associated cost, and this is used for the final calculation of the value of a workorder.

Management of Charges: Define several charges for agents in the field and in this way define the cost of operation associated with them.

User Management: Manage the users who will have access to the application. This way you can create or edit the users and assign them one of the possible roles.

Definition of Skills: Define a set of skills desired to solve a service order and thus select the appropriate field specialists based on them.

User Groups: Define user groups (web or mobile) in order to facilitate management and configuration. These groups can be assigned properties such as: Roles, skills, availability and grant access for the provision of services. Properties are common to all members of the group, however they can be customized in any of the users that belong to the group.

Precision Level Setup: Each company can set the level of accuracy with which to obtain the location of its field specialists for the monitoring function. Companies that do not need real-time monitoring can use this option and thus improve the battery consumption of their devices.

Non-Workday Configuration: Record the non-working days within the mobile users, in order to restrict the assignment of orders according to their schedule.
Restriction: It is a unique calendar that applies to all agents in the field of the company.

Transport Type Management: The new version of Aranda Field Service will allow you to manage different types of transport associated with cars. In this way different costs associated with this variable can be included within the business model: use of Taxi, vans or motorbikes.

Quick Answers: Also known as canned responses, this feature enables improved dispatcher and field agent productivity including pre-configured responses that can be included within the notes.

Multitenant: This functionality will allow several companies to be configured within Aranda Field Service using a multitenant system in separate databases.

Personalization of E-mails: Through this functionality you can modify the information of the e-mail templates, adapting them to the presentation and content of the company.

Integration

LDAP: Integrates natively with an active directory from a basic configuration. Users can be authenticated from the credentials configured on their domain.

Aranda Service Desk: It has an Integration module with Field Service that allows to manage work tasks in the field from incidents, problems and changes within the ITIL framework.

Integration with ASDK has been made for the creation of workorders through the task module. From these you can create commands, assign them automatically, maintaining a synchronization between specialists, clients and companies from ASDK to AFLS.

Start Field Service Console from ASDK: A button has been created to access the Aranda Field Service console from the ASDK Expert Console. (This applies to the new version of ASDK Web). The specialist agent within ASDK can observe detailed workorder information within AFLS without requiring a new login.

Public Transportation Type:

The new version of Aranda Field Service will include within its characteristics the use of public transport information in the main cities. Through this functionality the scheduling engine will find the most optimal way for a specialist to arrive at his destination using the registered public transport information. Also, the specialist will be able to see on the mobile device which are the transhipments and routes that must take to get to your destination faster. Get to know the available cities with the function Public transport, integrated in Google Maps Transit:

API: It has a set of exposed services that allow external tools to perform the main integration tasks.

Event Update: Exposes a set of components that can be used to create programmatic integrations with third parties and perform actions to the main events like: reassignment of orders, notifications and changes of state.

Synchronization of Customers and Companies from External Sources: It exposes a set of components that allow to programmatically synchronize with customers and companies of an organization or any application or data source.

Creation of API for integration with software other than Aranda: Integration of Aranda Field Service can be done with third-party tools, such as help desk, CRM, etc. The API includes methods that allow you to create or modify orders, as well as check the status and assignment information of a workorder. Also included is an event module, where a standalone application might be listening, for example when changing the status of an order, when it is assigned or when it is closed and performing its own operations on a database, or by displaying information in a page.

Integration with Waze: If the field agent has this application installed, AFLS will allow it to be automatically used to indicate the best route to reach the order address, with real-time traffic information for the city.

Data Analysis

Dashboards: The application has a start screen for the administrator, monitor and dispatcher that allows to observe the behavior of the operation in real time, indicating the demand for services vs specialists, the number of orders in each state for the current day and the Number of specialists available. Each field worker will have a similar screen where you can view the summary of your work for the current day.

Reportes: LThe tool has a set of 6 preconfigured reports to obtain information on workorders, costs, service trends, compliance and information from field specialists.
Reports can be exported to Excel, PDF or Word format.

Execution Costs: Based on the information configured for a workorder, the application displays the following costs: Execution related to it, service, inventory configured, specialists and transport. The application also has a report that summarizes the cost of orders executed over a period of time.

Workorder management

Basic Workorder Management: Create workorders as the customer requests them. A workorder represents a commitment to deliver a service to a particular customer according to the levels established for the company or customer requesting the service. The dispatcher is responsible for creating the workorder, identifying the customer, service and the general description of the work to be performed.

Cross-Order Job Search: Find workorders according to different criteria: Customer name, service, description, etc. In addition, you can search for expired orders or orders that have not started their execution in the programmed way.

Attachments: Users of dispatchers and field specialists may attach files in order to supplement workorder information.

Failure Alerts: The order management module includes alerts on breaches of service agreements configured within the application.

Basic Customer Notifications: Once the person responsible for executing an order is known, an email will automatically be sent to the client informing him of the date, estimated time and name of the specialist.

Handling of Parts Consumed by the Order: The management of workorders allows to associate spare parts to the execution of orders by discounting them from the initial inventory.

Priority Orders: From this feature you can design services that allow the scheduling of priority orders. These orders will be attended to as soon as possible by the nearest specialist, once you finish performing what you are doing.

Emergency Orders: But what if it’s an order that cannot wait? With this feature the nearest specialist is informed so that immediately what is performing and is directed to solve the emergency.

Mass Order Creation: Workorder Management allows you to associate spare parts with the execution of orders by discounting them from the initial inventory..

Order Assignment Viewer: The monitoring system has been enhanced to include a view where people can view the specialists load through a Gantt chart.

Order Distribution Viewer: In addition, you can see the automatic distribution of workorders on a screen that shows the work within the map and the movements that must be visited by one or more specialists.

Monitoring the operation

Notifications: Identify workorders that present some kind of novelty and alert the monitors about possible problems or failures to comply with the scheduled work, for example, possible non-compliance with an SLA or the delay of specialists to work on the order.

Monitoring: The monitoring user will observe in real time the behavior of the operation and the agents in the field. This way you can select a set of agents and monitor them, validate pending orders, if they are online, their current location and the proposed routes.

Likewise, it is possible to filter agents in the field by skills or services they can provide and see the location of specialists on the map, identifying which ones are close to a particular area.

Graphic Display of Time Expiration: In order to guarantee customer satisfaction through the fulfillment of agreed service times, there are graphical aids that allow you to see the percentage progress of the solution, attention and execution times for each workorder.

Automatic Assignment: Default behavior of the application, where the date and the specialist will automatically be assigned to each workorder taking into account criteria of distance, availability, skills and solution time.

Planning

Assisted Assignment: This functionality allows the dispatcher to search for a particular specialist, at a date and time of the appointment required by the client. Aranda Field Service will show a list of options, the user dispatcher can select the one that most agrees according to the criteria of distance, abilities and time of solution.

Programming Optimization: An order optimization engine allows the selection of the specialists indicated and optimizes the route to give the best service with the least amount of resources. For this purpose, the engine takes into account variables such as engine cost, travel time, SLAs compliance level, or suitability of field specialist skills.

Configuring the Business-to-Business Scheduling Algorithm: A configuration screen allows you to select the importance of the variables for your company and configure the algorithm for assigning orders based on what is really important.

Allocation Notifications: Allocation notifications will be sent to the specialists in the field and to the clients, in order to guarantee the fulfillment of the service.

Mobile App

Offline Work: Work offline, storing events on the orders and then synchronizing them with the server.

Workorder Life Cycle: The application’s mobile console has an option that allows the field specialist to manage the life cycle of the workorder through different states: Open, in process, standby and closed.

Scheduled Path: Each field specialist will have a set of orders scheduled for execution during the day. The application displays the defined route for the transfer between orders, taking into account the shortest distance to get from one point to another.

Native Consoles: It has a mobile version where the specialist can observe the list of workorders that must be attended. The synchronization is done when the specialist is online, however, can work without having an internet connection since later the system will synchronize the information of the work orders.

Location Tracking: The system tracks the field specialists by submitting online information of the position and work performed. The device displays the programmed path for the field specialist to follow.

The user can also view and attach files with information related to the workorder.

IOS console update: Specialists can use their IOS devices to use the AFLS console and perform their work in the field. It has new features like canned responses, public transport and integration with Waze.

System requirements

Web server

Operating System Windows Server®2008R2, Enterprise Edition x64 with latest available Service Pack or higher
Cores 2 x Intel® Xeon® X5460, 3.16 GHz, 8M cache, turbo, HT
Memory
8 GB RAM
Disk GB Minimum 5 GB

Database Server

Operating System Windows Server®2008R2 SP1, Enterprise Edition x64 or higher
Cores 2 x Intel® Xeon® X5690 3.6GHz, 12M Cache, 6.40 GT / s QPI, 6C
Memory
8GB RAM
Disk GB Minimum 5 GB (this storage can be local or by an external method)
Discharge Additional Microsoft SQL Server 2008 R2 Enterprise Edition or higher

Requirements inside the Server

· IS 7 or higher.
· ASP.NET 4.5.
· WCF Services.
· Public IP or domain for mobile device connections.
· Connection via HTTP protocol (80).

Mobile Operating System

· Android, version: 2.3.3 or higher.
· IOS, version 8.0 or higher

Internet navigator

· Chrome 3+.

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